18 Best AI Call Center Software Reviewed in 2025
Best AI Call Center Software Shortlist
Here's my pick of the 10 best software from the 18 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Managing a call center is tough. You're juggling customer satisfaction, operational costs, and team efficiency all at once. AI call center software can help lighten the load by automating tasks and improving customer interactions.
I've spent time testing and reviewing these tools to find the best options for you. My aim is to give you an honest, well-researched look at the top AI call center software on the market. In this article, you'll discover software that can boost your team's productivity and enhance customer experiences.
Why Trust Our Software Reviews
We’ve been testing and reviewing customer experience software since 2020. As customer experience managers ourselves, we know how critical and difficult it is to make the right decision when selecting software. We invest in deep research to help our audience make better software purchasing decisions.
Need expert help selecting the right tool?
With one-on-one help, we guide you to your top software options. Narrow down your software search & make a confident choice.
We’ve tested more than 1,000 tools for different customer experience use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & check out our software review methodology.
Best AI Call Center Software Summary
This comparison chart summarizes pricing details for my top AI call center software selections to help you find the best one for your budget and business needs.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for scalable AI solutions | Free demo available | From $85/user/monthh | Website | |
| 2 | Best for intelligent call routing | Free demo available | From $25/user/month (billed annually) | Website | |
| 3 | Best for global call routing | 14-day free trial | From $49/user/month | Website | |
| 4 | Best for 24/7 AI support | Free demo available | From €39.90/month (billed annually) | Website | |
| 5 | Best for real-time agent assistance | Free demo available | Pricing upon request | Website | |
| 6 | Best for real-time agent assist | Free demo available | Pricing upon request | Website | |
| 7 | Best for omnichannel visibility | Free demo available | Pricing upon request | Website | |
| 8 | Best for conversational AI solutions | Free demo available | Pricing upon request | Website | |
| 9 | Best for AI experience orchestration | Free demo available | From $75/user/month (billed annually) | Website | |
| 10 | Best for real-time monitoring | Free demo available | Pricing upon request | Website |
Best AI Call Center Software Review
Below are my detailed summaries of the best AI call center software that made it onto my shortlist. My reviews offer a detailed look at the key features, pros & cons, integrations, and ideal use cases of each tool to help you find the best one for you.
Talkdesk is a cloud-based contact center platform designed for businesses that require scalable communication solutions. It serves a wide range of industries, focusing on enhancing customer experience and operational efficiency.
Why I picked Talkdesk: It is distinguished by its scalable AI solutions, allowing your team to grow and adapt without hassle. Its AI capabilities support intelligent routing, ensuring that customers reach the right agents quickly. The platform also offers real-time analytics to monitor performance and make data-driven decisions. Additionally, Talkdesk's user-friendly interface simplifies the onboarding process for new team members.
Standout features & integrations:
Features include voice analytics, which provides insightful call analysis to enhance customer interactions and agent performance. Automated workflows streamline operations by reducing manual tasks and improving efficiency. Additionally, omnichannel support enables businesses to manage customer interactions seamlessly across multiple communication platforms.
Integrations include Salesforce, Microsoft Dynamics 365, Zendesk, Slack, HubSpot, ServiceNow, Google Workspace, Zoom, Twilio, and Freshdesk.
Pros and cons
Pros:
- Strong scalability for growing teams
- Easy onboarding process
- Effective omnichannel support
Cons:
- Some features need technical expertise
- Learning curve for complex analytics
Nextiva is a cloud-based call center solution designed to optimize contact center operations with advancements in communication technology. It helps businesses of all sizes manage customer interactions efficiently and resolve complex issues effectively.
Why I picked Nextiva: It excels in intelligent call routing, ensuring that calls reach the right agents quickly. This feature minimizes wait times and boosts customer satisfaction. It uses advanced algorithms to match calls with agent skills. The platform also provides detailed analytics, helping your team make informed decisions and optimize operations.
Standout features & integrations:
Features include call recording, which ensures quality assurance and helps with compliance monitoring. Real-time analytics provide valuable insights for data-driven decision-making and performance optimization. Additionally, customizable dashboards allow teams to tailor their workspace to meet specific business needs.
Integrations include Salesforce, Microsoft Teams, HubSpot, Zendesk, ServiceNow, Google Workspace, Microsoft 365, Zoho CRM, Slack, and QuickBooks.
Pros and cons
Pros:
- Strong customer support
- Scalable for business growth
- Detailed call analytics
Cons:
- Occasional system downtime
- Limited customization for reports
Voiso is a cloud-based call center software designed for businesses needing efficient communication solutions across the globe. It serves companies of various sizes, focusing on improving global call routing and customer interactions.
Why I picked Voiso: It excels in global call routing, making it ideal for teams that operate in multiple regions. Its advanced call routing ensures that calls are directed to the right agents, regardless of location. This feature helps reduce latency and improves customer satisfaction. The platform also offers real-time analytics, giving your team insights into call performance and customer engagement.
Standout features & integrations:
Features include call recording, which ensures quality assurance and compliance by monitoring interactions. Real-time analytics provide valuable insights into call performance, helping teams optimize customer engagement. Additionally, customizable dashboards allow businesses to tailor their interface for better workflow management and decision-making.
Integrations include Salesforce, Microsoft Dynamics 365, Zendesk, Slack, HubSpot, Zoom, Twilio, Google Workspace, ServiceNow, and Freshdesk.
Pros and cons
Pros:
- Supports multiple regions
- Real-time performance analytics
- Effective global call routing
Cons:
- Requires training for new users
- Can be complex to configure
Nixxis is a versatile call center software designed for businesses that require constant customer engagement and support. It caters to various industries, focusing on enhancing customer service and operational efficiency.
Why I picked Nixxis: It offers 24/7 AI support, ensuring your team can provide uninterrupted service. Its AI capabilities facilitate continuous communication, allowing for efficient customer interaction at any time. The platform's predictive dialing helps optimize call management. Additionally, Nixxis offers flexible reporting tools to help your team analyze performance effectively.
Standout features & integrations:
Features include predictive dialing, which optimizes call handling by increasing agent efficiency and reducing idle time. Flexible reporting tools provide in-depth performance analysis, enabling data-driven decision-making. Additionally, multi-channel communication allows businesses to engage with customers seamlessly across various platforms for a consistent service experience.
Integrations include Salesforce, Microsoft Dynamics 365, Zendesk, Slack, HubSpot, ServiceNow, Google Workspace, Zoom, Twilio, and Freshdesk.
Pros and cons
Pros:
- Customizable call flows
- Multi-channel communication
- Flexible reporting options
Cons:
- Learning curve for detailed reporting
- Occasional system updates needed
Bright Pattern is a cloud-based call center software tailored for businesses aiming to enhance customer interactions. It primarily serves industries like finance, healthcare, and retail, focusing on real-time communication and customer support.
Why I picked Bright Pattern: It excels in providing real-time agent assistance through a contact center AI platform, boosting agent productivity with instant support and suggestions during calls. This reduces handle time and improves service quality, while its intuitive interface and advanced analytics help teams make informed decisions quickly.
Standout features & integrations:
Features include omnichannel communication, enabling seamless and consistent customer interactions across multiple channels. Quality management ensures service standards are met by monitoring and improving agent performance. Additionally, workforce management optimizes staff efficiency through smart scheduling and real-time insights.
Integrations include Salesforce, Microsoft Dynamics 365, Zendesk, Oracle Service Cloud, ServiceNow, SAP, Microsoft Teams, Zoom, Google Workspace, and Slack.
Pros and cons
Pros:
- Strong analytics tool
- Effective AI assistance
- User-friendly interface
Cons:
- Can be resource-intensive
- Limited customization options
Creovai is an AI-powered contact center platform designed for businesses aiming to enhance customer and agent experiences. It serves industries like financial services, healthcare, and consumer goods, focusing on improving efficiency and customer satisfaction.
Why I picked Creovai: It excels in real-time agent assistance, providing your team with immediate guidance during customer interactions. Its features, like Real-Time Agent Assist and Conversation Intelligence, help agents handle calls more effectively. The platform's QA Automation ensures consistent service quality. Additionally, advanced analytics offer insights to boost performance and reduce operational costs.
Standout features & integrations:
Features include conversation intelligence, which enhances call handling by providing real-time insights and recommendations. QA automation ensures consistent quality checks, helping maintain high service standards. Additionally, advanced analytics deliver performance insights that enable data-driven decision-making and operational efficiency.
Integrations include Salesforce, Zendesk, HubSpot, Microsoft Dynamics 365, ServiceNow, Google Workspace, Twilio, Zoom, Slack, and Freshdesk.
Pros and cons
Pros:
- Supports multiple industries
- Automated quality assurance
- Strong conversation intelligence
Cons:
- Occasional updates needed
- Initial setup can be complex
SmartAgent is a communication platform designed for businesses looking to improve customer interactions across multiple channels. It serves industries like retail, healthcare, and finance, focusing on enhancing communication and engagement.
Why I picked SmartAgent: It provides strong omnichannel visibility, allowing your team to manage customer interactions seamlessly across various platforms. Its SmartAgent feature offers real-time insights into customer interactions, improving decision-making. The platform's ability to integrate voice, messaging, and data services ensures comprehensive communication. Additionally, SmartAgent's analytics tools help your team track performance and optimize operations.
Standout features & integrations:
Features include real-time analytics, which track communication effectiveness and provide actionable insights for improvement. Automated workflows streamline tasks by reducing manual efforts and enhancing operational efficiency. Additionally, customizable dashboards offer tailored insights, allowing teams to monitor performance and optimize customer interactions.
Integrations include Salesforce, Microsoft Dynamics 365, Zendesk, Slack, ServiceNow, Google Workspace, Twilio, Zoom, HubSpot, and Freshdesk.
Pros and cons
Pros:
- Real-time analytics capabilities
- Supports multiple communication channels
- Enhances customer engagement
Cons:
- Occasional updates required
- Learning curve for advanced functionalities
Hyro is an AI-driven call center automation tool that leverages machine learning to enhance customer interactions. Designed for industries like healthcare and real estate, it prioritizes efficient customer communication through conversational AI.
Why I picked Hyro: It specializes in conversational AI solutions, making it ideal for teams that want to automate customer interactions. Its natural language processing helps your team handle inquiries with minimal human intervention. The platform's adaptability allows it to learn and improve over time. This ensures that your customers receive accurate and timely information.
Standout features & integrations:
Features include dynamic FAQs that enable quick information retrieval, ensuring customers get instant answers. Intent recognition enhances the system’s ability to understand customer queries accurately, improving response relevance. Additionally, seamless call escalation ensures a smooth transition to human agents when necessary, maintaining service quality.
Integrations include Salesforce, Microsoft Dynamics 365, Google Cloud, AWS, Slack, Zoom, Twilio, HubSpot, Zendesk, and ServiceNow.
Pros and cons
Pros:
- Reduces human intervention
- Quick adaptation to new queries
- Effective conversational AI capabilities
Cons:
- Learning curve for complex queries
- Some features need technical setup
Genesys Cloud CX is a cloud-based call center software that leverages AI technology and generative AI to enhance customer experiences during customer calls. It serves industries like banking, healthcare, and retail, focusing on customer engagement and workforce management.
Why I picked Genesys Cloud CX: It offers a comprehensive suite of AI-powered features that enhance customer journey management. Its standout capability is orchestrating AI-driven experiences, allowing your team to deliver personalized interactions. Features like skills-based routing and predictive engagement ensure efficient service. The platform's open architecture supports continuous innovation, making it a versatile choice for businesses aiming to improve customer satisfaction.
Standout features & integrations:
Features include AI-driven automation that streamlines processes and enhances operational efficiency. Multi-channel digital engagement enables seamless customer interactions across various platforms, ensuring a unified experience. Additionally, workforce engagement management optimizes team performance through advanced analytics and real-time insights.
Integrations include Salesforce, Microsoft Teams, Zoom, Zendesk, Google Cloud, ServiceNow, Microsoft Dynamics 365, AWS, Twilio, and Slack.
Pros and cons
Pros:
- Open API for custom integrations
- Multi-channel support
- Flexible cloud architecture
Cons:
- Requires technical expertise, and some users report a steep learning curve
- Implementation can be time-consuming
Convin is an AI-driven call center software designed for contact centers looking to enhance customer interactions across industries like health tech, fintech, and hospitality. Its primary users are businesses focused on improving sales performance, customer satisfaction, and retention rates.
Why I picked Convin: Its strength lies in its real-time monitoring capabilities, providing your team with immediate insights and feedback. Real-time agent support ensures that your team can address customer needs swiftly. Automated quality management helps maintain high service standards. The platform also offers conversation intelligence to boost sales and customer engagement.
Standout features & integrations:
Features include performance analytics that track agent efficiency and highlight areas for improvement. Conversation intelligence enhances customer engagement by analyzing interactions and providing actionable insights. Additionally, automated training leverages call analysis to refine agent skills and ensure consistent service quality.
Integrations include Salesforce, HubSpot, Zendesk, Microsoft Dynamics 365, Google Workspace, Slack, Zoom, Twilio, ServiceNow, and Freshdesk.
Pros and cons
Pros:
- Multilingual support
- Quick onboarding process
- Strong real-time monitoring
Cons:
- Steep learning curve for complex features
- Occasional updates required
Other AI Call Center Software
Here are some additional AI call center software options that didn’t make it onto my shortlist, but are still worth checking out:
- Observe.AI
For AI-driven call analysis
- CloudTalk
For CRM integration
- Dialpad
For small business contact centers
- RingCentral
For unified communications
- Hoory AI
For multilingual support
- Cisco
For enterprise-level contact centers
- Velvetech
For custom AI integrations
- Uniphore
For voice AI solutions
AI Call Center Software Selection Criteria
When selecting the best AI call center software to include in this list, I considered common buyer needs and pain points like enhancing customer interaction efficiency and reducing operational costs. 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 common use cases:
- Call routing and distribution
- Real-time call monitoring
- Automated call transcription
- Customer interaction analytics
- Multichannel support
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-driven sentiment analysis
- Predictive customer behavior insights
- Voice biometrics for authentication
- Customizable AI workflows
- Real-time language translation
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive user interface
- Easy navigation and accessibility
- Minimal training required
- Responsive design for mobile use
- Integration simplicity
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 chatbots for guidance
- Comprehensive onboarding webinars
- Ready-to-use templates
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 support availability
- Multiple support channels
- Fast response times
- Knowledgeable support staff
- Availability of self-service resources
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing models
- Features offered for the price
- Flexible pricing plans
- Discounts for annual subscriptions
- Transparency in pricing
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Overall satisfaction ratings
- Feedback on feature effectiveness
- Reports on reliability and uptime
- Ease of integration feedback
- Comments on customer support quality
How to Choose an AI Call Center Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
| Scalability | Ensure the software can grow with your business. Look for solutions that handle increased call volumes without compromising performance. |
| Integrations | Check if the software integrates with your existing CRM, ERP, or other essential tools your team relies on daily. |
| Customizability | Look for software that allows you to tailor workflows and features to match your team's specific needs and processes. |
| Ease of Use | Choose a platform with an intuitive interface that minimizes training time, enabling your team to get up and running quickly. |
| Budget | Consider the total cost of ownership, including subscription fees, setup charges, and any additional costs for premium features. |
| Security Safeguards | Ensure there are reliable support channels like chat, email, and phone so your team can get help when needed. |
| Support Options | Ensure there are reliable support channels like chat, email, and phone, so your team can get help when needed. |
| Reporting Tools | Look for advanced analytics and reporting capabilities that provide insights into customer interactions and team performance. |
Trends in AI Call Center Software
In my research, I sourced countless product updates, press releases, and release logs from different AI call center software vendors. Here are some of the emerging trends I’m keeping an eye on:
- Voice Biometrics: This technology is being used to authenticate callers based on their voice patterns, providing an extra layer of security. Vendors like Uniphore are leading the way by integrating voice biometrics into their platforms.
- Sentiment Analysis: AI tools are getting better at detecting customer emotions during calls, helping agents respond more empathetically. Observe.AI, for example, uses sentiment analysis to enhance customer interactions and improve service quality.
- Real-Time Language Translation: As businesses go global, the need for real-time translation has grown. Some vendors now offer this feature, allowing agents to communicate with customers in different languages instantly.
- Predictive Analytics: AI is being used to predict customer behavior and needs, allowing agents to offer proactive solutions. This trend helps businesses anticipate issues before they arise and improve customer satisfaction.
- AI-Driven Coaching: AI tools are now providing agents with real-time coaching tips during calls, helping them improve their performance instantly. This trend supports continuous learning and development for call center teams.
What is AI Call Center Software?
AI call center software is a set of tools designed to enhance customer service operations by using artificial intelligence to manage and analyze calls. These tools are generally used by customer service professionals, call center agents, and managers who want to improve efficiency and customer satisfaction. Features like sentiment analysis, real-time language translation, and predictive analytics help with understanding customer needs, breaking language barriers, and offering proactive solutions. Overall, these tools provide significant value by improving the quality of customer interactions and optimizing call center operations.
Features of AI Call Center Software
When selecting AI call center software, keep an eye out for the following key features:
- Sentiment analysis: This feature detects customer emotions during calls, helping agents respond more empathetically and improve service quality.
- Voice biometrics: Used for authenticating callers based on voice patterns, this feature enhances security and customer trust.
- Real-time language translation: Allows agents to communicate with customers in different languages instantly, breaking language barriers.
- Predictive analytics: Anticipates customer behavior and needs, enabling agents to offer proactive solutions and improve satisfaction.
- AI-driven coaching: Provides real-time tips to agents during calls, supporting continuous learning and performance improvement.
- Automated call transcription: Converts spoken language into text for record-keeping and analysis, aiding in compliance and quality control.
- Omnichannel support: Manages customer interactions across various platforms, ensuring consistent service regardless of the communication channel.
- Customizable dashboards: Allows teams to tailor their interface for specific needs, improving efficiency and focus.
- Automated workflows: Streamlines routine tasks, freeing up agents to focus on more complex customer interactions.
- Real-time analytics: Offers insights into team performance and customer trends, helping managers make informed decisions.
Benefits of AI Call Center Software
Implementing AI call center software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved customer satisfaction: Features like sentiment analysis and predictive analytics help agents understand and meet customer needs more effectively.
- Increased efficiency: Automated workflows and real-time language translation allow agents to handle tasks faster and communicate effortlessly.
- Enhanced security: Voice biometrics add an extra layer of security, ensuring customer data is well-protected.
- Better decision-making: Real-time analytics provide insights into performance and trends, helping managers make informed choices.
- Continuous learning: AI-driven coaching offers agents real-time feedback, promoting ongoing skill development and performance improvement.
- Cost reduction: By automating routine tasks, AI call center software reduces the need for extensive manual labor, saving time and resources.
- Consistent service quality: Omnichannel support ensures customers receive the same high level of service across all communication platforms.
Costs & Pricing of AI Call Center Software
Selecting AI call center software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in AI call center software solutions:
Plan Comparison Table for AI Call Center Software
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic call routing, limited analytics, and simple reporting. |
| Personal Plan | $20-$50/ user/month | Call routing, basic analytics, CRM integration, and email support. |
| Business Plan | $50-$100/ user/month | Advanced analytics, multi-channel support, AI-driven insights, and chat support. |
| Enterprise Plan | $100-$200/ user/month | Customizable dashboards, full CRM integration, voice biometrics, and 24/7 support. |
AI Call Center Software FAQs
Here are some answers to common questions about AI call center software:
How does AI improve call center efficiency?
AI improves call center efficiency by automating routine tasks like call routing and data entry, allowing your team to focus on more complex customer interactions. It also provides real-time analytics and insights, helping managers make informed decisions quickly. With AI-driven tools, you can reduce wait times and improve overall customer satisfaction.
What are the security concerns with AI call center software?
Security concerns with AI call center software include data privacy and protection of sensitive customer information. Ensure the software you choose complies with industry regulations like GDPR or HIPAA. Look for features like encryption and voice biometrics to enhance security. Always verify the vendor’s commitment to data protection.
Can AI call center software integrate with existing CRM systems?
Yes, most AI call center software can integrate with existing CRM systems like Salesforce or Microsoft Dynamics. This integration allows your team to access customer data during calls, improving interaction quality. Check if the software supports the CRM tools your team already uses to ensure a smooth transition.
How do AI-driven insights help in decision-making?
AI-driven insights help in decision-making by providing real-time data on customer interactions and agent performance. These insights help managers identify trends, spot areas for improvement, and make informed decisions quickly. With predictive analytics, you can anticipate customer needs and adjust strategies accordingly.
What is the role of natural language processing in AI call centers?
Natural language processing (NLP) in AI call centers helps analyze and understand customer language during calls. It allows the software to transcribe calls and detect sentiment, providing valuable insights into customer emotions. NLP also powers virtual assistants, enabling them to handle customer queries effectively.
How can AI call center software enhance customer experience?
AI call center software enhances customer experience by providing personalized interactions and faster response times. Features like sentiment analysis and predictive analytics allow your team to understand and meet customer needs better. AI-driven tools also ensure consistent service quality across all communication channels.
What's Next?
Subscribe to our newsletter for the latest CX insights, how-to guides, strategies, and resources from top experts in the CX field.