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Top 10 Call Center Service Software [2024]

As businesses navigate the ever-evolving landscape of customer service, they rely on cutting-edge technology to streamline operations and enhance customer experiences. In this digital era, call center software plays a pivotal role in Contact Center as a Service (CCaaS), offering solutions for inbound and outbound call management, real-time monitoring, and productivity tracking.

Connext Global Solutions is a business process outsourcing company that powers small to medium businesses by hiring, building, training, and managing offshore remote teams.

Aside from handling people, facilities, we are also equipped with industry-best and secure technological operating controls and capabilities to integrate existing systems used by our clients for daily operations of the delegated Connext remote team – all while maintaining client visibility and control of the business processes. A prime example of specific systems are the existing call center software used by our clients.

Call center software is a software deployment model, regarded as a service, particularly called Contact Center as a Service (CCaaS) that is purchased from technology providers. These providers are responsible for the successful deployment usually done via cloud or via an on-premise setup.

The call center software is used for contact center service delivery and efficient management of inbound and outbound calls, company-wide communications, transaction logs, real-time monitoring and productivity, among others.  If you are thinking of partnering with an offshore service provider like Connext, here are some popular call center service software companies and their respective software.

Connext works with whatever systems clients currently use. In fact, a number of active Connext clients that use contact center software in their operations. To enable a smooth transition, Connext has successfully integrated these systems for the delegated offshore Connext teams.

If you are thinking of partnering with an offshore service provider like Connext, here are some popular call center service software companies and their respective software. The following software are supported by and currently integrated in daily customer service operations of Connext:

 

Zendesk

Zendesk is a software-as-a-service provider operating worldwide with headquarters located in San Francisco, California established in 2007. Zendesk provided solution to 160,000 customers to improve customer experience. The company offers easy to deploy solutions with prebuilt integrations for software ranging from Salesforce, Google Apps, Atlassian, FreshBooks to WordPress, which can be customized in higher tiers. You can provide personalized support to customers across communication channels.

The company offers foundational support only starting at $19/user/month. Zendesk is suited for omnichannel support, reporting, built-in app integrations and integrated ticketing across email, Tweets and Facebook. Pre-built integrations can be customized at higher tier product offerings such as Support Professional at $49/user/month billed annually and Support Enterprise at $99 per agent/month billed annually. The conversation routing based on agent skill feature is available in their Suite Professional Plan. With a key feature of displaying customer details and interaction history, you can lessen turnaround time in issue resolution.

Website: https://www.zendesk.com/

 

RingCentral, Inc.

RingCentral, Inc. is a global provider of cloud-based unified communication as a service (UCaaS) and software-as-a-service (SaaS) solutions.that enable collaboration, productivity in meetings and customer engagement. The company is located in Belmont, California and founded in 1999 and is a recognized Leader in the 2021 Gartner Magic Quadrant for Unified Communications as a Service, Worldwide.

RingCentral MVP is a seamless cloud-based unified communications solution for businesses looking to streamline and optimize workflows, file sharing and communications. The app works across locations and across various devices such as laptops, tablets, desktop computers or smartphones. The solution allows meetings, business voicemail and faxes. Enjoy the essentials with the Essentials RingCentral MVP Plan (Message, Phone) which is set at a discounted $19.99/user/month for up to 20 users while the Standard Plan of RingCentral MVP (Message, Video, Phone) is valued at a discounted rate of $27.99/user/month (unlimited users). You can also benefit from the 24/7 support with the Standard Plan and succeeding plans.

For free and unlimited video meetings with up to 100 participants, a business can avail of the company’s service plan RingCentral Video on top of RingCentral MVP.

Another product offering, the RingCentral Contact Center, is available for inbound, outbound campaign management and digital customer support and can be integrated to various customer relationship management software to drive sales and provide a more personalized customer experience. The software features real-time insights, omnichannel skill-based routing, configurable routing and digital support, automatic call distribution and computer telephony integration among others. RingCentral has an app gallery of apps you can integrate into the software and a developer portal to customize or build apps for integration.

https://www.ringcentral.com/

Freshdesk

Freshdesk provides a comprehensive solution for customer support needs, streamlining processes and improving helpdesk performance. 

Freshdesk streamlines ticket management, prioritization, and resolution for support agents. Freshdesk lets businesses prioritize, categorize, and assign tickets to prevent overlap and ensure timely responses. With its multi-channel support feature, businesses can manage support tickets from various channels like email, calls, and live chat in one unified inbox.

Businesses can also automate repetitive tasks and collaborate with experts for faster resolution of complex issues.

Avaya

Avaya is an American multinational company founded in 2000 specializing in providing cloud-based communication, workflow tools and software located in Durham, North Carolina.

The company’s Avaya OneCloud experience platform is composed of unified communications, contact center, CPaaS and services.

Avaya OneCloud CCaaS allows an omnichannel experience to channels such as voice, video, chat, messaging to provide a personalized customer experience and employee experience.

The software uses AI technology such as AI-powered predictive modeling and Intelligent Routing for improved service delivery. The software brings together all aspects of the business from employees, insights, to business processes to create excellent customer experience across all your contact center touchpoints.

Website: https://www.connext.solutions/getting-started/

 

Five9

Five9 is a leader in Contact Center as a Service (CCaaS) solutions founded in 2001 with headquarters at San Ramon, California. The platform has a Cloud-based deployment.

The company currently caters to more than 2,000 Customers Worldwide. Exceeding 7 Billion in Call Minutes Recorded Annually. The Five9 product works best for outbound sales with its predictive dialer feature which is perfect for closing leads faster. Its digital-first approach aimed at prioritizing the customers and  ensuring customer success. The Supervisor desktop feature of Five9 is great for real-time monitoring. Five9 is a comprehensive yet flexible solution with a fully stacked omnichannel offering and fully customizable features.

The software is integrated with practical AI solutions to aide both the customer and staff. Five9 support can be contacted 24/7.

Website: www.five9.com

 

Zoho Corporation

Founded in 1996 in Chennai, India, Zoho Corporation is a multinational technology company that makes cloud-based business tools. Zoho is named a Challenger in the 2020 Gartner Magic Quadrant for Sales Force Automation.

Aside from the more familiar software Zoho CRM, Zoho Desk is a product offering by which is used for effective contact center and customer service management.

Zoho Desk can help businesses manage contact center management across all channels for customer communication such as phone, email, live chat, SMS text, social media and more.

Zoho Desk is suitable for organizations with high-volume customer service transactions. Zoho Desk uses AI for seamless and efficient management. The software has ease of integration capabilities, with a wide range of integrations with the tools commonly used on a daily basis.

The software is easily scalable and ensures workflow continuity by enabling call assignments to your agents, automatic call routing to agents ultimately fostering customer relationships. The Zoho Desk gives you 3 users free and pricing plan starts from $14/per month per user.

Website: www.zoho.com/

 

Salesforce

Salesforce is a company founded in 1999 based in San Francisco, California that offers a variety of cloud-based software and customer relationship management solutions to improve your company’s customer service and customer relationships.

Salesforce Service Cloud is a robust service-as-a-software solution in customer service support, managing customer data. Easily and quickly integrate industry-specific apps and best practice processes to the software. The software has a simple interface where you can work on your CRM and make and receive calls. Its customization and reporting features let you integrate, add/remove fields to suit your needs. Automate your workflow and processes with intelligent automation using AI for customer service. The Basic plan called Service Essentials Edition works best for growing teams and is valued at $ 25 USD per user/month (billed annually). You can foster employee collaboration across communication channels such as messaging, phone calls and videoconferencing.

Website: https://www.salesforce.com/

 

Nextiva

Nextiva is a company located in United States and established in 2008. Nextiva is a platform that delivers seamless cloud connectivity through integration of business applications, intelligence, and automation to fit your business needs. You can reach your customers across all channels such as voice, email, chat, SMS, webchat, video, social media and surveys. The platform has built-in integrations from calendars, CRM, analytics to automation. Nextiva offers ease of access in its interface and has predictive dialer features.

The advantage of Nextiva is the unlimited fax which is already included in its most basic plan worth $18.95/user/month. At the basic plan you now have unlimited video, audio calls and unlimited fax plus 24/7 customer support. For the Nextiva Professional Plan at $22.95/user/month, you are entitled unlimited video conferencing for up to 250 participants. The third tier of the platform called Enterprise plan has Extended integrations with Microsoft Teams, Oracle Sales Cloud, ServiceNow which is useful for providing customer service support.

Website: https://www.nextiva.com/

 

Talkdesk, Inc.

Talkdesk Inc.provides cloud-based call center service software for small businesses. The company was incorporated in 2011 and currently operates in San Francisco, California

Talkdesk was named a Leader in the 2021 Gartner® Magic Quadrant™ for CCaaS. The company’s target market is customer-centric companies in need of an effective cloud-based solution.

Talkdesk offers customers a 100% uptime Service Level Agreement. The software has call optimization, omnichannel support, comprehensive reporting and a simplified interface that allows for ease of access. It also leverages AI for automation and automated customer self-service options to deliver customer experience and build and personalize customer relationships. The software has multiple modes of customer communication channels such as Email, SMS Messaging, Social Media Messaging, Web Chat, Chatbots, Video Support.

The product offering for CX Cloud Essentials starts at $75 per user/month. The plan has advanced features such as Business Intelligence, Routing, Real-time Dashboards and API Access.

Website: https://www.talkdesk.com/

LiveAgent

Quality Unit, established in 2004, initially focused on software development. Over time, it expanded to provide B2B Cloud Applications. With a global customer base, Quality Unit has made significant strides.

LiveAgent, one of their flagship products, is designed to improve customer communication, increase efficiency, and is suitable for businesses of any size and industry. The software provides a multi-channel ticketing system, supporting various customer service channels like email, live chat, social media, and calls. LiveAgent also includes features such as live chat, call center, knowledge base, and social media integration to enhance customer support.

LiveAgent serves as a CRM software designed for Small & Medium-Sized Businesses (SMBs) across various sectors, including eCommerce, Telco, Insurance, SaaS, Startups, and Enterprise.

Website: https://www.liveagent.com/

 

Honorable Mentions

While these ten companies excel in the nearshore outsourcing industry, there are other global firms gradually rising in reputation and standing:

Twilio Flex

Flex is a platform designed for sales and customer support teams, enhancing communication with customers across various channels throughout the customer journey. It integrates with existing solutions to drive sales through a frictionless service contact center, direct sales interactions, and relationship management as a digital concierge.

Flex offers tools like the programmable Flex UI, Plugin Builder, and Flex Insights for customizing and deploying contact centers, adding channels, creating workflows, and gaining operational insights.
The platform provides guides for common use cases such as outbound calls, warm transfers, and agent activity monitoring to maximize the benefits of Flex’s architecture3.

Website: twilio.com

Vonage Business Communications

Vonage Business Communications is a leading cloud communications provider. Headquartered in Holmdel Township, New Jersey, the company was founded in 2001 and has since been providing cloud communications solutions to small and medium-sized businesses, mid-market companies, and enterprises.

The software is easy to integrate and manage, in fact, Vonage integrates seamlessly with Salesforce. Its integrated CRM, skill based routing feature, customization of reports and dashboards allow or a better overall customer experience.

Website: https://www.vonage.com/

 

3CX

A cost-effective alternative to other cloud-based contact center solutions, 3CX provides omnichannel support that allows you to reach customers via voice, video & chat. It can be integrated with CRM software and Microsoft 365.

3CX is an open standards unified cloud communications solution and therefore has no vendor lock in. The Entry Level Price is free for 8 simultaneous calls – unlimited users. Contact center features are included in PRO & Enterprise Plans valued at $145 for 4 simultaneous calls – unlimited users, and $180 4 simultaneous calls – unlimited users respectively. All plans are free on the first year of availing the software (subject to terms and conditions).

Website: www.3cx.com

Aircall

Aircall aims to deliver a better customer experience through its comprehensive VoIP calling solutions. The software provides a variety of phone system features such as Toll-Free Numbers, International Numbers, Call Conference Solution, and Voicemail. They also offer Call Routing, Interactive Voice Response (IVR), and Extensions. The service includes Real-Time Modifications, Call Queuing, Ring Groups, and Unlimited Concurrent Calls. Additionally, they have Queue Callback and Time-Based Routing options.

Aircall offers Call Transcription, Desktop Notifications, Click to Dial, and Forward-to-Phone functionalities to enhance productivity.

Users can access Call Analytics, Activity Feed, and Call Monitoring Software. There are also Integration Features like Computer Telephony Integration (CTI), Webhooks & API, and Contact Synchronization.

Website: aircall.io

 

Unlock Growth Today

The Connext Virtual Captive model is designed to unlock the growth of our clients.

Connext Global Solutions provides expert professional staffing services enabled by seamless cloud connectivity, both in software integration, setup to full production.

The company actively uses and supports these product offerings of these key players in the call center service industry as well as other systems in the industry.

The company is equipped with industry-leading digital security systems and processes. We are SOC-2 compliant and have secure operating controls and processes in place for seamless integration and deployment of these software across our servers.

 

Connext Global Solutions helps companies build custom, dedicated support teams in the Philippines.

 

Unlock business growth and expand offshore with Connext today.

 

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