Os 10 melhores softwares de filas de chamadas de 2026

Visão geral dos 10 melhores softwares de filas de chamadas

1. 

   1

   RingCentral Contact Center

   Best for tracking agent performance

   • Free demo available
   • From $30/user/month (billed annually)

   Visit Website

   Customer Rating:5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   RingCentral Contact Center helps customer service managers and other leadership teams track reps’ performance with live analytics and historical reports.

   Why I picked RingCentral Contact Center: You can use RingCentral Contact Center to gain valuable insights on your team’s performance with insights into average handle time and call queue time. The platform enables businesses to create custom reports by using one of the over 250 out-of-the-box metrics that you can filter and schedule to meet your requirements. There’s also a real-time, customizable dashboard within the RingCentral Contact Center platform that will help you monitor representative performance and customer experience.

   RingCentral Contact Center helps businesses of all sizes ensure their customers receive helpful and immediate service on any communication channel. The platform can help you optimize efficiencies via intelligent voice response and self-service options. RingCentral Contact Center’s industry-leading tools will ensure customers connect with your business quickly and reach the person who can handle their needs.

   RingCentral Contact Center Standout Features and Integrations

   Features include intelligent routing, which ensures customer inquiries are directed to the appropriate agents quickly. Omnichannel support allows your team to engage with customers through their preferred channels. Automation features streamline interactions, enhancing efficiency and customer satisfaction.

   Integrations include Freshdesk, Supportbench, Shape Software, Pipedrive, New Relic, Oracle NetSuite, Envoy, 1CRM, VipeCloud, Zendesk, Salesforce, Mailchimp, Slack, HubSpot CRM, Zoho CRM, and Zapier.

   Pros and Cons

   Pros:

   • Simple user interface
   • Very easy to use
   • Excellent call review capabilities

   Cons:

   • Some integrations aren’t efficient
   • Call quality needs improvement
   Learn more about RingCentral Contact Center:

   • Check out RingCentral Contact Center on their website
2. 

   2

   Squaretalk

   Best for localized number selection

   • Free demo available
   • From $25/month (billed annually)

   Visit Website

   Customer Rating:4.8/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Squaretalk is a cloud-based contact center platform that combines inbound call queue management, IVR, predictive dialing, omnichannel messaging, and AI-powered conversation analytics for sales and support teams.

   Who Is Squaretalk Best For?

   Squaretalk is a good fit for mid-sized sales and customer support teams that operate across multiple regions and need to manage inbound call queues alongside outbound dialing campaigns.

   Why I Picked Squaretalk

   I picked Squaretalk as one of the best for localized number selection because of how far its virtual number coverage actually reaches. You can instantly activate numbers across 100+ countries and 4,500+ area codes, which means your queue can present a local number to callers in a specific city, not just a country. I also like the dynamic Caller ID feature, which automatically matches your caller identity to the region of the customer being called, increasing pickup rates by up to 40%. The spam checker adds another layer by flagging numbers that have been marked as spam before they hurt your answer rates.

   Squaretalk Key Features

   • IVR call routing: Route inbound callers through a customizable multi-level IVR menu to the right queue or agent based on input.
   • Queue callback: Let callers request a callback instead of waiting on hold, preserving their place in the queue.
   • Real-time monitoring dashboard: View live queue activity, agent status, and call metrics as they happen during active shifts.
   • Call recording: Automatically record inbound and outbound calls for quality assurance and agent coaching.

   Squaretalk Integrations

   Squaretalk offers native integrations with Zoho Phonebridge, Freshworks, and Pipedrive, along with its Lynx automation platform, which syncs data between 100+ apps, including HubSpot, Zendesk, monday.com, and more. An API is available for custom integrations, and you can also create custom nodes for proprietary workflows.

   Pros and Cons

   Pros:

   • Call transcription supports 100+ languages
   • Exceptional call quality on live calls
   • Local numbers in over 150 destinations

   Cons:

   • Limited mobile app calling functionality
   • Outbound numbers sometimes flagged as spam
   Learn more about Squaretalk:

   • Check out Squaretalk on their website
   • Read my in-depth review of Squaretalk
3. 

   3

   CloudTalk

   Best for customizable call queue design

   • Free plan + 14-day trial + free demo available
   • From $25/user/month (billed annually)

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   Customer Rating:4.2/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   CloudTalk is a cloud-based call center platform that helps sales and support teams manage high call volumes efficiently. It offers key call queue features like IVR menus, customizable call flows, and smart routing, making it ideal for businesses that want to personalize customer interactions and reduce wait times.

   Why I Picked CloudTalk: I picked CloudTalk because it helps you manage high call volumes without sacrificing customer satisfaction. Its call queuing system holds calls in line until agents are available, reducing dropped calls and improving response times. The visual call flow designer lets you customize routing based on time, skills, or department, so callers reach the right person faster. I also like that supervisors can monitor calls in real time to maintain quality and step in for live coaching when needed.

   CloudTalk Standout Features and Integrations

   Features include call recording for quality assurance, real-time monitoring to track queue activity, and analytics tools that reveal performance trends and team metrics. The IVR builder and workflow automation tools help you create personalized call paths that match your business needs.

   Integrations include HubSpot, Salesforce, Zoho CRM, Microsoft Dynamics, Pipedrive, Intercom, Zendesk, Monday.com, and Odoo CRM.

   Pros and Cons

   Pros:

   • Robust CRM integrations
   • Excellent call routing control
   • Simple interface and setup

   Cons:

   • Pricing may be high for small teams
   • Occasional software glitches
   Learn more about CloudTalk:

   • Check out CloudTalk on their website
   • Read my in-depth review of CloudTalk
   • Explore best alternatives to CloudTalk
4. 

   4

   TalkRoute

   Best for voicemail access via email and apps

   • 7-day free trial
   • From $19/month

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   TalkRoute is a virtual phone system tailored for business owners and their teams, offering communication through calls, text messages, and video meetings within a single application. It supports key business functions like call forwarding, voicemail management, and customizable communication settings.

   Why I picked TalkRoute: One reason to consider TalkRoute for your call queue needs is its voicemail management feature. This functionality allows you and your team to access voicemails through both email and apps, which makes keeping track of messages much easier. You can also customize greetings to suit your brand's tone and enjoy unlimited storage, so you never have to worry about missing important messages.

   TalkRoute Standout Features & Integrations

   Features include call management to help teams make and receive calls via desktop, web, or mobile app. Text messaging allows you to send and receive SMS and MMS messages, enhancing customer engagement. Video meetings help you host video conferences with up to 100 participants,

   Integrations include Google Sheets, HubSpot, Slack, LeadConnector, Asana, Discord. Gmail, and LeadSimple CRM.

   Pros and Cons

   Pros:

   • User-friendly interface
   • Seamless integration
   • Variety of phone numbers

   Cons:

   • Meeting compacity limitations
   • Limited advanced features
   Learn more about TalkRoute:

   • Check out TalkRoute on their website
   • Read my in-depth review of TalkRoute
5. 

   5

   Talkdesk

   Best for call center overflow

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Talkdesk helps businesses route overflow calls to another phone number when all team members are busy to ensure they meet all customers’ needs.

   Why I picked Talkdesk: The platform’s call center overflow capabilities ensure that customers in your call queue will receive the support they need. Talkdesk will allow your business to take the necessary measures to handle an overflow in your call queue by routing calls to a backup department or team. This ensures that your customers are taken care of when your team members are busy so you don’t disappoint them.

   Talkdesk helps businesses searching for an automation-first customer experience solution that will optimize their customer service processes. Your team leaders and representatives can use Talkdesk to make crucial data-driven decisions through its call recording, call monitoring, and real-time reporting insights. The system will display the information your customer support reps need, such as the caller’s name, contact details, and purchase history, to ensure your teams can personalize their conversations.

   Talkdesk Standout Features and Integrations

   Features include AI-powered self-service options to deflect common queries, tools for tracking agent productivity, and custom workflows to match your processes. The platform’s intuitive dashboard lets you see critical metrics at a glance, so your team stays on top of performance. Its simple setup means you can get started without a steep learning curve.

   Integrations include Salesforce, Olark, LiveChat, Nimble, Intercom, Microsoft Dynamics 365, Help Scout, Highrise, Front, Freshdesk, Contactually, BigCommerce, Zendesk, Pipedrive, Slack, and Outreach.

   Pros and Cons

   Pros:

   • Easy to monitor inbound calls
   • Simple user interface
   • Straightforward to use

   Cons:

   • Slow to load
   • It has a few bugs
   Learn more about Talkdesk:

   • Check out Talkdesk on their website
   • Read my in-depth review of Talkdesk
6. 

   6

   Genesys Cloud CX

   Best for intelligent voice assistance

   • Free trial available
   • From $75/user/month (billed annually)

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   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Genesys Cloud helps businesses simplify customer journeys with voice bot assistants that handle interactions.

   Why I picked Genesys Cloud: You can use the voice bot assistance capabilities within Genesys Cloud to manage, unify, and orchestrate your bots across multiple interaction channels. Genesys Cloud’s voice bots will answer calls with zero delays 24/7. When customers enter your call queue, you can lessen hold times by making your contact center more accessible with the software’s automated virtual agents. In the event that a customer wants to speak with a human, the voice bot will pass the customer, along with all relevant details, to your team for a straightforward experience.

   Genesys Cloud is suitable for businesses of any size and in any industry searching for a solution that will improve services. The tool is capable of handling incoming calls and provides your teams with standard call centers technologies such as interactive voice response and intelligent call routing. Genesys Cloud is a composable platform, meaning you can arrange and rearrange your system to meet customers’ requirements and scale when necessary.

   Genesys Standout Features and Integrations

   Features include AI-powered call routing to connect customers with the best agent, voicebots for handling repetitive tasks, and sentiment analysis to gauge customer satisfaction. Its tools are designed to enhance call quality and reduce resolution times.

   Integrations include Salesforce, Freshdesk, Zendesk, Zoho CRM, Microsoft Dynamics 365, Salesloft, SugarCRM, Bitbucket, OneLogin, Trello, Okta, and Brightmetrics.

   Pros and Cons

   Pros:

   • Agents can work from anywhere
   • Reporting dashboards are easy to use
   • Effective performance views

   Cons:

   • The user interface needs work
   • Change history is complex
   Learn more about Genesys Cloud CX:

   • Check out Genesys Cloud CX on their website
7. 

   7

   NiCE CXone

   Best for caller journey orchestration

   • Free demo available
   • From $110/agent/month (proactive AI extra)

   Visit Website

   Customer Rating:4.3/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   NICE CXone allows businesses to provide intelligent customer journeys that enable straightforward guidance across multiple channels.

   Why I picked NICE CXone: The platform allows you to create personalized interaction journeys that enable your business to ensure customers have positive experiences. NICE CXone will help you offer intelligent and proven service across multiple channels after customers go through your call queues. The tool’s automatic contact distribution capabilities will ensure your customers speak with the most qualified customer support rep after waiting in your queues.

   NICE CXone is suitable for businesses of any size that need a solution for creating extraordinary experiences that will enhance brand loyalty and customer relationships. The software provides automatic callback capabilities for customers that don’t want to wait in your call queues. You can also schedule callbacks within NICE CXone at the time the customer wants.

   NICE CXone Standout Features and Integrations

   Features include real-time interaction insights to optimize engagement, AI-powered journey mapping for actionable insights, and predictive analytics to anticipate customer needs. Its tools ensure your team can deliver proactive and personalized service.

   Integrations include Softil, TrustID, Slash DB, Reveal Labs, Liferay, Kratos, Citrix, and Dialogic.

   Pros and Cons

   Pros:

   • Excellent real-time monitoring
   • Fast to implement
   • East to operate

   Cons:

   • Software sometimes crashes
   • Reporting feature is complex
   Learn more about NiCE CXone:

   • Check out NiCE CXone on their website
   • Read my in-depth review of NiCE CXone
8. 

   8

   Freshdesk Contact Center

   Best for call queue management

   • 21-day free trial available
   • From $18/user/month

   Visit Website

   Customer Rating:4.1/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Freshdesk Contact Center (formerly Freshcaller) provides queue management solutions that won’t frustrate customers.

   Why I picked Freshdesk Contact Center: With Freshdesk Contact Center, you can develop special call queues for each team in your organization. Freshdesk Contact Center’s call queues will work together with an interactive voice recognition menu that will work to ensure your customers are sent to the right team in your company. You can use the platform to create queue-based routing rules for your teams. You can also create fallback options for any scenario and quickly send customers from one call queue to another.

   Freshdesk Contact Center works well for businesses that need a platform that will enable them to affordably connect with customers. You can use Freshdesk Contact Center to ensure call queues improve customers’ experiences across your organization. It also uses real-time data to make it easier for you and your leadership teams to evaluate performance.

   Freshdesk Contact Center Standout Features and Integrations

   Features include queue callback options to reduce customer wait frustration, IVR menus for streamlined routing, and detailed queue performance reports. Its intuitive design allows your team to manage queues effortlessly, even during high call volumes.

   Integrations include FrontApp, Zoho CRM, Infusionsoft, Copper CRM, Pipedrive, PipelineDeals CRM, Agile CRM, Nimble CRM, Zendesk Sell, Salesforce, HubSpot CRM, Zapier, WooCommerce, and Shopify.

   Freshdesk Contact Center costs from $18/user/month plus $0.13/minute. Freshdesk Contact Center offers a free 21-day trial for new subscribers and a free forever subscription tier with limited features.

   Pros and Cons

   Pros:

   • Simple to navigate
   • Easy to implement and use
   • Excellent user interface

   Cons:

   • Technical support isn’t up to par
   • Pricing can add up quickly
   Learn more about Freshdesk Contact Center:

   • Check out Freshdesk Contact Center on their website
9. 

   9

   Five9

   Best for call workflow automation

   • Free demo available
   • From $119/seat/month

   Visit Website

   Customer Rating:4.1/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Five9 helps businesses visualize and create automated workflows, including call queues, that enhance customers’ experiences.

   Why I picked Five9: You can use Five9’s workflow automation capabilities to create exceptional experiences for your customers. The platform’s workflow automation feature enables your business to act on customer data when they’re in your call queues and automate their experience. Creating automated workflows within the Five9 platform to react efficiently to your call queue and deliver consistent outcomes.

   Five9 is an excellent option for medium and large-sized businesses that need a reliable call queue software solution. It’s a cloud-based option that’s feature-rich and enables your teams to manage customers’ lifecycles. Five9 provides practical AI capabilities that will increase your reps’ effectiveness and create excellent customer experiences, regardless of the communication channels your customers use.

   Five9 Standout Features and Integrations

   Features include omnichannel support to manage calls, chats, and emails in one place, tools for real-time coaching through call monitoring, and speech analytics to evaluate customer interactions. Its automation tools are designed to simplify complex processes, ensuring consistent service delivery.

   Integrations include Salesforce, ServiceNow, Zendesk, Freshdesk, LumenVox, Microsoft Dynamics 365, Gong.io, SugarCRM, ValidSoft, and MindTouch.

   Pros and Cons

   Pros:

   • User-friendly interactive voice response mapping
   • Easy to learn and use
   • Customizable reports

   Cons:

   • The platform can be slow
   • Some integrations are problematic
   Learn more about Five9:

   • Check out Five9 on their website
   • Read my in-depth review of Five9
10. 

    10

    Zendesk Talk

    Best for identifying churn risks and outliers

    • 14-day free trial + free demo available
    • From $19/user/month (billed annually)

    Visit Website

    Customer Rating:4.2/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

    

    Zendesk Talk is a cloud-based call center solution tailored for businesses that want to proactively manage customer retention by identifying churn risks and behavioral outliers. It’s perfect for teams aiming to enhance customer loyalty.

    Why I picked Zendesk Talk:

    Zendesk Talk helps your team spot churn risks and outliers with features like customer sentiment tracking and detailed call analytics. It provides real-time insights into call trends and customer behaviors that may signal dissatisfaction. Automated alerts enable your team to act quickly on potential issues. In my experience, this approach to proactive monitoring helps maintain stronger customer relationships.

    Standout features & integrations:

    Features include call monitoring for real-time intervention, analytics dashboards to track key customer metrics, and voicemail transcription for efficient follow-ups. These tools make it easier to identify and address customer pain points.

    Integrations include Salesforce, HubSpot, Slack, Google Workspace, Shopify, Microsoft Teams, Zoho CRM, ServiceNow, Freshdesk, and Intercom.

    Pros and Cons

    Pros:

    • Excellent permission capabilities
    • Efficient routing triggers and automation
    • Very robust features

    Cons:

    • Large learning curve
    • Customer support is lacking
    Learn more about Zendesk Talk:

    • Check out Zendesk Talk on their website
    • Read my in-depth review of Zendesk Talk