20 Best Call Center CRM Software Reviewed in 2024
Best Call Center CRM Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Call center CRM software is a valuable asset for any company. With the right software, teams can improve customer interactions and enhance communication. However, finding the right call center CRM software can be challenging, especially with so many available options.
Using my experience with revenue operations software, I tested and compared several of the top call center CRM software programs available. Then, I compiled my results into detailed reviews to help you find the best software for your needs.
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Best Call Center CRM Software Summary
This comparison chart summarizes pricing details for the best CRM software for call centers to help you find the best one for your budget and business needs.
| Tools | Price | |
|---|---|---|
| CRM Creatio | From $25/user/month | Website |
| EngageBay | From $12/user/month (billed annually) | Website |
| LeadSquared | From $400/user/month (billed annually) | Website |
| CallTools | Pricing upon request | Website |
| JustCall | From $19/user/month (billed annually) | Website |
| Readymode | Pricing upon request | Website |
| NUACOM | From $9.99 user/month (min of 4 users) | Website |
| Ricochet360 | From $20/user/month (billed annually) | Website |
| ICTContact | From $199 (one-time payment) | Website |
| Keona Health | Pricing upon request | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow To Choose Call Center CRM Software
It’s easy to get bogged down in long feature lists and complex pricing structures. Here's a checklist of factors to remember to help you stay focused as you work through your unique software selection process.
| Factor | What to Consider |
| Scalability | Will the software grow with your team? |
| Integrations | Does it connect with your existing tools? |
| Customizability | Can you tailor it to fit your specific needs? |
| Ease of Use | Is the software intuitive for your team to use? |
| Budget | Does it fit within your financial constraints? |
| Security Safeguards | Are your data and customer information protected? |
| Support | Is customer support readily available when needed? |
| Reporting | Does it offer insights that benefit your operations? |
Best Call Center CRM Software Reviews
Below are my detailed summaries of the best call center CRM software on my shortlist. My reviews look at each tool’s key features, pros and cons, integrations, and ideal use cases to help you find the best one.
CRM Creatio is a no-code platform designed to automate customer relationship management processes across marketing, sales, and service departments.
Why I picked CRM Creatio: One reason CRM Creatio stands out as a call center CRM is its comprehensive case management capabilities. It enables your agents to handle customer inquiries of any complexity by automating case registration, classification, and routing. This ensures that each case is directed to the appropriate team member promptly, reducing response times and improving the overall customer experience. Another valuable feature is the customer 360 view, which provides your agents with a complete profile of each customer, including interaction history and preferences.
Standout features & integrations:
Features include knowledge management tools that equip your agents with easy access to a repository of information, enabling them to resolve customer issues more efficiently. The platform also offers productivity enhancements through a consolidated agent desktop experience, allowing your team to manage multiple tasks without switching interfaces. Additionally, CRM Creatio supports omnichannel communications.
Integrations include Accelo, Act!, ActiveCampaign, Acumatica, Adobe Analytics, Asana, Microsoft Exchange, Excel, Mailchimp, HubSpot Marketing Hub, Google Calendar, and Tableau.
Pros and cons
Pros:
- Supports scaling businesses
- No-code platform
- Extensive customization options
Cons:
- Data migration may be complex
- Customization can be time-consuming
EngageBay is an all-in-one CRM solution for small to medium businesses looking for a cost-effective way to manage customer interactions. It offers marketing, sales, and service automation, making it a versatile tool for various business functions.
Why I picked EngageBay: It provides a budget-friendly CRM option that combines marketing, sales, and support features into one platform. Your team can benefit from email marketing, lead management, and customer support tools without breaking the bank. The simple interface makes navigating and utilizing its features easy for your team.
Standout features & integrations:
Features include email marketing, which allows you to create and send campaigns to engage your audience effectively. Lead management helps you track and nurture potential customers through the sales funnel. Customer support tools ensure your team can handle inquiries and issues efficiently, keeping your clients satisfied.
Integrations include Salesforce, HubSpot, Mailchimp, Shopify, Zapier, QuickBooks, Stripe, Xero, Slack, and Google Workspace.
Pros and cons
Pros:
- Easy email marketing tools
- All-in-one platform
- Cost-effective for small teams
Cons:
- Inconsistent call connection stability
- Limited call queue management features
LeadSquared is a marketing automation and CRM tool for sales and marketing teams. It aims to enhance lead management by supporting key functions like lead scoring, nurturing, and tracking to optimize sales efforts.
I picked LeadSquared: It provides marketing automation features that allow your team to automate lead capturing. With tools for nurturing leads through custom workflows, your team can focus on converting prospects into customers. The platform's analytics offer insights into lead behavior, helping you refine marketing strategies.
Standout features & integrations:
Features include lead capture and scoring, which helps businesses automatically track and prioritize leads from multiple sources such as websites, social media, and email. Additionally, it provides workflow automation and detailed analytics to optimize sales and marketing strategies, improving overall efficiency and revenue growthlead scoring, which helps your team prioritize high-value prospects.
Integrations include Salesforce, HubSpot, Microsoft Dynamics, Mailchimp, Zapier, Google Analytics, WordPress, Shopify, Zoho CRM, and QuickBooks.
Pros and cons
Pros:
- Detailed lead analytics
- Customizable lead workflows
- Effective marketing automation
Cons:
- Requires manual setup for call workflows
- Difficult to track call bounce rates
CallTools is a call center CRM designed for small sales teams. It focuses on outbound calling and lead management. This customer relationship management tool enhances sales efficiency by automating dialing processes and providing real-time data analytics.
Why I picked CallTools: It efficiently caters to small sales teams by offering auto-dialing and call-monitoring features that maximize your team's or helpdesk’s productivity. The predictive dialer reduces downtime between calls, allowing your team to follow up on more leads. Real-time analytics offer insights to refine your sales strategy. This contact center CRM solution is suitable for boosting your team's reps' call efficiency without added complexity.
Standout features & integrations:
Features include auto-dialing, which reduces manual dialing time and increases your team's efficiency. Real-time analytics provide insights into call performance, helping refine your sales strategies and avoid customer issues. Call monitoring allows for quality assurance and training opportunities, ensuring your team consistently improves.
Integrations include Salesforce, Zoho CRM, HubSpot, Pipedrive, Infusionsoft, Freshsales, SugarCRM, Microsoft Dynamics, Zendesk, and Slack.
Pros and cons
Pros:
- Detailed real-time analytics
- Effective call monitoring
- Easy setup process
Cons:
- Call quality can fluctuate
- Requires regular manual updates
JustCall is a cloud-based phone system that improves businesses' international calling capabilities. It serves sales and support teams by providing features that facilitate global communication and collaboration.
Why I picked JustCall: It offers features like international phone numbers and call forwarding, which makes it a strong choice for teams managing global clients. Your team can leverage its contact center software capabilities to enhance communication with clients worldwide. The real-time call monitoring feature allows for quality assurance and training.
Standout features & integrations:
Features include international phone numbers, allowing your team to connect with clients globally. Call forwarding ensures that calls are directed to the right person regardless of location. Real-time call monitoring helps you maintain quality and provides opportunities for training and improvement.
Integrations include Salesforce, HubSpot, Zoho CRM, Pipedrive, Slack, Intercom, Freshdesk, Zapier, Help Scout, and Microsoft Dynamics.
Pros and cons
Pros:
- Real-time call monitoring
- Effective call forwarding
- Supports international numbers
Cons:
- Voicemail transcription is unreliable
- Difficult to manage agent call queues
Readymode is a call center CRM for sales teams seeking predictive dialing solutions. It helps streamline outbound call processes, making it ideal for sales-focused environments.
Why I picked Readymode: This contact center solution offers predictive dialing, enabling your team to maximize call efficiency by minimizing wait times. It also provides advanced call routing to ensure calls are directed to suitable agents. Real-time monitoring allows you to track performance and make necessary customer journey adjustments.
Standout features & integrations:
Features include predictive dialing that significantly reduces idle time between calls, making your team's outreach more efficient. Advanced call routing ensures that calls go to the most suitable agents, improving response quality. Real-time monitoring lets you keep track of performance metrics, allowing you to make informed adjustments to your strategy.
Integrations include Salesforce, HubSpot, Zendesk, Pipedrive, Freshdesk, Zoho CRM, Intercom, Slack, Microsoft Teams, and Google Workspace.
Pros and cons
Pros:
- Real-time performance monitoring
- Advanced call routing
- Effective predictive dialing
Cons:
- Needs frequent updates for optimal use
- Limited call recording storage options
NUACOM is a cloud-based call center CRM with a virtual phone system supporting remote workforces. It facilitates communication and collaboration through features like call management and team messaging.
Why I picked NUACOM: It caters to remote teams with features such as virtual phone numbers and call routing, ensuring your team stays connected no matter where they are. The system's call analytics can help you monitor team performance effectively. You can also easily manage voicemails and messages, making it an ideal tool for distributed teams. Its flexibility makes remote communication straightforward and efficient.
Standout features & integrations:
Features include virtual phone numbers that allow your team to make and receive calls from anywhere. Call routing ensures incoming calls reach the right person, reducing wait times. Call analytics provide insights into team performance, helping you identify areas for improvement.
Integrations include Salesforce, Zoho CRM, HubSpot, Pipedrive, Microsoft Teams, Slack, Zendesk, Freshdesk, Intercom, and Google Workspace.
Pros and cons
Pros:
- Detailed call analytics
- Easy call routing setup
- Supports remote communication
Cons:
- Reporting features lack flexibility
- Call quality depends on the internet
Ricochet360 is a call center CRM for sales teams focused on lead management and conversion. It automates dialing and leading nurturing tasks to maximize call center agent productivity.
I picked Ricochet360: Its lead management capabilities include power dialing and lead scoring, which prioritize your team's efforts on high-potential leads. The CRM also integrates with your lead sources. Real-time reporting also provides insights into lead interactions.
Standout features & integrations:
Features include power dialing, which can accelerate your team's outreach efforts by minimizing downtime between calls. Lead scoring helps prioritize high-potential leads, allowing your team to focus their energy where it matters most. Real-time reporting offers actionable insights into lead interactions, helping you adjust strategies on the fly.
Integrations include Salesforce, HubSpot, Zoho CRM, Pipedrive, SugarCRM, Zendesk, Slack, Microsoft Dynamics, Infusionsoft, and Freshsales.
Pros and cons
Pros:
- Fast power dialing
- Real-time reporting
- Effective lead scoring
Cons:
- Limited support for troubleshooting issues
- Reporting customization is restrictive
ICTContact is a call center software tailored to businesses managing large-scale broadcasting campaigns. It serves marketing teams and companies focused on outbound communication.
Why I picked ICTContact: It offers a range of broadcasting options, including voice, SMS, and email, making it versatile for different campaign types. The auto-dialer feature helps your team automate outbound calls efficiently. With support for multi-tenant environments, it scales well for larger operations. If broadcasting campaigns are your focus, ICTContact can help your team reach a broad audience.
Standout features & integrations:
Features include a predictive dialer, which helps call centers automatically dial numbers from a list and connect live calls to available agents. It also includes IVR (Interactive Voice Response), enabling businesses to create automated menus to guide customers through self-service options. Additionally, fax broadcasting allows businesses to send faxes to a large number of recipients quickly.
Integrations include Salesforce, HubSpot, Zoho CRM, Mailchimp, Pipedrive, Freshdesk, Zendesk, Slack, Microsoft Dynamics, and Google Workspace.
Pros and cons
Pros:
- Automated call handling
- Supports multi-tenant environments
- Versatile broadcasting options
Cons:
- Difficulty managing simultaneous call queues
- Issues with delayed SMS notifications
Keona Health is a CRM tailored to call centers, primarily serving healthcare teams. It manages patient interactions through features like triage software and patient self-scheduling, enhancing operational efficiency.
Why I picked Keona Health: It specializes in healthcare settings, providing tools like intelligent scheduling and a knowledge base to simplify patient calls. Its AI-guided workflows ensure 100% appointment accuracy and significantly reduce training time for your team. Health Desk integrates smoothly into your existing workflows, empowering agents to handle more calls. You benefit from improved patient engagement and operational efficiency.
Standout features & integrations:
Features include triage software, patient self-scheduling, and intelligent scheduling that ensure smooth patient interactions. The knowledge base reduces training time by over 70%, making it easier for your team to adapt quickly. AI-guided tools enhance patient engagement, providing your team with the necessary resources to succeed.
Integrations include Epic, Cerner, Allscripts, Athenahealth, Meditech, eClinicalWorks, NextGen, GE Centricity, Greenway, and McKesson.
Pros and cons
Pros:
- Improved patient engagement
- Increased appointment accuracy
- Rapid agent training
Cons:
- Limited customization options
- Requires technical knowledge for setup
Other Call Center CRM Software
Here are some additional call center CRM software options that didn’t make it onto my shortlist but are still worth checking out.
- Bitrix24
Best for free collaboration
- LiveAgent
Best for ticket management
- CloudTalk
Best for call analytics
- VCC Live
Best for multilingual support
- Zoho CRM
Best for workflow automation
- Agile CRM
Best for small businesses
- Convoso
Best for outbound call centers
- CallTrackingMetrics
Best for call tracking
- RingCentral
Best for unified communications
- Freshdesk
Best for customer support teams
Call Center CRM Software Selection Criteria
When selecting the best call center CRM software for this list, I considered everyday buyer needs and pain points, such as integration with existing systems and ease of use for operators. I also used the following framework to keep my evaluation structured and fair.
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these everyday use cases:
- Manage customer interactions
- Track call history
- Store customer data
- Route calls efficiently
- Provide reporting and analytics
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- Predictive dialing
- Multichannel communication support
- AI-driven insights
- Customizable dashboards
- Automatic call transcription
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive interface design
- Minimal learning curve
- Clear navigation paths
- Customization options
- Response time of the system
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Interactive product tours
- Access to onboarding webinars
- Provision of setup templates
- Responsive onboarding support
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 support availability
- Access to live chat
- Comprehensive help center
- Availability of dedicated account managers
- Speed of response to inquiries
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing
- Features offered relative to cost
- Availability of tiered pricing plans
- Inclusion of a free trial or demo
- Flexibility in contract terms
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Frequency of positive feedback
- Commonly mentioned pain points
- Specific praise for features
- Customer retention rates
- Overall sentiment toward the product
Trends In Call Center CRM Software
In my research, I sourced countless product updates, press releases, and release logs from different call center CRM software vendors. Here are some of the emerging trends I’m keeping an eye on.
- AI-driven customer insights: More vendors integrate AI to analyze customer interactions and provide actionable insights. This helps businesses understand customer preferences and improve service quality. For example, some tools now offer real-time sentiment analysis to gauge customer satisfaction during calls.
- Omnichannel communication: There's a growing focus on offering a unified view of customer interactions across different channels. This trend allows call centers to handle queries easily via phone, email, or social media. Vendors are enhancing their platforms to support this holistic approach to customer service.
- Voice biometrics for security: Some call center CRM software now includes voice biometrics to enhance security. This technology verifies the caller’s identity based on unique voice patterns, reducing the risk of fraud. It's becoming an essential feature for industries dealing with sensitive information.
- Self-service options: Customers increasingly prefer resolving issues independently before contacting support. Call center CRM software vendors are integrating self-service portals that allow users to find solutions or track issues independently. This trend not only empowers customers but also reduces call centers' workload.
- Remote workforce support: With more teams working remotely, call center CRM solutions are adapting to support remote operations. Features like cloud-based access and virtual call centers are becoming standard. Vendors are focusing on tools that allow agents to connect and collaborate from anywhere, ensuring uninterrupted customer support.
What Is Call Center CRM Software?
Call center CRM software is designed to manage customer interactions and improve service efficiency in call centers. It is generally used by customer service representatives, sales teams, and support staff to enhance customer engagement and simplify communication.
Features like AI-driven insights, omnichannel communication, and self-service options help understand customer needs, provide consistent service, and reduce workload. These tools offer significant value by improving customer satisfaction and boosting operational productivity.
Features Of Call Center CRM Software
When selecting call center CRM software, look for the following key features:
- Call analytics: Provides insights into call performance and customer interactions, helping to optimize communication strategies.
- Omnichannel communication: Offers a unified view of interactions across multiple channels, ensuring consistent customer service.
- AI-driven insights: Analyzes customer interactions to deliver actionable insights, improving service quality and customer understanding.
- Self-service options: Empowers customers to resolve issues independently, reducing the workload on call centers.
- Voice biometrics: Enhances security by verifying caller identity through unique voice patterns, minimizing fraud risk.
- Predictive dialing: Minimizes downtime between calls, increasing team productivity by automating the dialing process.
- Customizable dashboards: Allows users to tailor views and reports according to their specific needs, enhancing usability.
- Call recording: Stores conversations for quality assurance and compliance, ensuring service standards are met.
- Lead management: Tracks and nurtures potential customers through the sales funnel, supporting sales efforts.
- Real-time monitoring: Enables supervisors to listen in and provide feedback during calls, improving agent performance.
Benefits Of Call Center CRM Software
Implementing call center CRM software provides several benefits for your team and your business. Here are a few you can look forward to.
- Improved customer satisfaction: AI-driven insights and omnichannel communication enhance the quality and consistency of interactions, leading to happier customers.
- Increased efficiency: Features like predictive dialing and self-service options reduce manual tasks and speed up processes, boosting productivity.
- Better security: Voice biometrics add a layer of protection by verifying identities, which helps prevent fraud and secure customer data.
- Enhanced decision-making: Call analytics and real-time monitoring provide valuable data, enabling informed decisions to improve service and performance.
- Cost savings: Automating routine tasks and optimizing workflows with customizable dashboards save time and resources, reducing operational costs.
- Stronger lead conversion: Lead management capabilities help track and nurture prospects, increasing the likelihood of turning leads into customers.
Costs And Pricing Of Call Center CRM Software
Selecting call center CRM software requires understanding the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes standard plans, average prices, and typical features of call center CRM software solutions.
Plan Comparison Table for Call Center CRM Software
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic call management, limited analytics, and essential customer interaction tools. |
| Personal Plan | $5-$25/user/month | Enhanced call routing, basic reporting, and integration with email services. |
| Business Plan | $30-$60/user/month | Advanced analytics, omnichannel support, and customizable dashboards. |
| Enterprise Plan | $70-$150/user/month | Full AI-driven insights, comprehensive security features, and priority support. |
Call Center CRM Software FAQs
Here are some answers to common questions about call center CRM software.
What is the significance of call center management in call center CRM software implementation?
Integrated with CRM software, call center management allows agents to handle customer data efficiently and automate workflows. This allows your team to resolve customer needs and issues more effectively, improving customer relationships. This integration ensures that call centers run smoothly, which results in happier customers and better business outcomes.
How do you use call center CRM software for customer service?
To use CRM software for customer service, select a CRM system that fits your needs. Add users, set their roles, and create automated processes. Integrate the CRM with third-party tools to enhance functionality. As you manage customer data, track performance to improve operations continuously.
What is the difference between a call center CRM software and a contact center?
A CRM centralizes customer interaction and marketing data, focusing on managing relationships and sales processes. In contrast, a contact center is designed to centralize and support customer service operations, handling inquiries and support issues. Both play distinct roles but can work together to improve customer experience.
How can call center CRM software improve efficiency?
CRM software enhances call center efficiency by automating routine tasks and providing valuable customer insights. Features like predictive dialing reduce manual work, while analytics offer data to refine strategies. This leads to faster response times and better service quality, benefiting your team and customers.
What role does AI play in call center CRM software?
AI in call center CRM software provides insights by analyzing customer interactions, helping your team understand preferences and trends. It can automate routine processes, freeing up time for more complex tasks. AI-driven tools like sentiment analysis offer real-time feedback, enabling agents to adjust their approach during calls.
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