Looking for a way to standardize your customer service experience and streamline your agent training? Call center scripting software is a great place to start. It provides a structured guide for agents, ensuring consistent, accurate, and efficient responses to customer inquiries. Many systems also use dynamic scripting to prompt agents with the answers to customer questions, saving time for both parties.
My experience in the CX field has given me a keen eye for identifying the most effective software solutions. In this article, I'll share my insights and my recommendations for the best call center scripting software on the market today. Whether you're new to call center scripting software or looking to upgrade your current system, this review will show you the best of the options out there.
JustCall offers several scripting services for call center applications, including SMS Bot for auto-responding to customers and AI suggestions for agents based on real-time calls and scripts tailored by leadership.
The SMS app responds intelligently through user-defined rules and patterns, while the AI helps agents navigate calls with outcomes defined by script creators. The AI for phone calls also alerts management when agents need a little extra support and coaching during a call to be there when it counts.
JustCall is designed to support businesses of all sizes, including SMBs and enterprise-level organizations. They specialize in a number of industries, from healthcare and financial services to real estate.
JustCall Standout Features and Integrations
Features include conversation intelligence, multi-level IVR, call coaching, SMS chatbots and automation, and call scripting. JustCall is available by web and with iOS and Android devices.
Integrations include ActiveCampaign, Agile, Close, Copper, Freshdesk, Front, Groove, Helpwise, Help Scout, and Zendesk Sell. JustCall offers native integrations for CRM and Helpdesk software.
- High level of responsiveness
- Easy integration with existing systems
- Custom SMS solutions
- Has a bit of a learning curve
- Can be buggy
This contact center software offers both agent assist and virtual agent support to deliver scripting and prompt needs for real agents and AI-based self-service.
With both virtual representatives and agent assistants, Five9 has a proven track record of increasing customer satisfaction scores and reducing staffing expenses. Their Intelligent Virtual Agent feature (IVA) allows users to deploy self-service support for customers with a seamless handoff to live agents who have real-time guidance from cards and checklists.
Five9 supports businesses of all shapes and sizes through custom plans built to suit user needs. Find solutions by role — to enhance agent, supervisor, and business strategy — or by industry, including healthcare, retail, financial services, higher education, telemarketing, and sales.
Five9 Standout Features and Integrations
Features include virtual agents by phone or text, self-service, agent assistance, workflow automation, and employee optimization solutions like gamification, workforce management, and interaction analysis. Virtual agents are available with 25 natural, human voice avatars.
Integrations include Microsoft, Microsoft Teams, Oracle, RingCentral, Salesforce CTI, Salesforce Service Cloud Voice, ServiceNow, Zendesk, and ZoomPhone. Integrations are for CRM and UC needs.
- Straightforward user experience
- Easy to learn how to build
- Custom reports available
- Lag time for special reports
- No direct access to worksheets
Convoso offers an all-in-one call center suite with powerful call scripting tools that help agents along the customer journey, and automated analytics that share their improved metrics for a gamification system that encourages engagement. Some companies that use Convoso saw big changes, including 75% increase in conversions and up to 400% improved transfer rate.
The call scripting feature from Convoso works in tandem with their intelligent virtual agent to filter calls and ensure high-quality leads. The virtual agent benefits from machine learning, natural language programming, and advanced speech recognition that can answer customer questions to reduce agent handling time.
Convoso supports organizations of all sizes across a variety of industries. They do offer specialized solutions for several types of organizations, including marketing, solar, insurance, home services, and financial businesses.
Convoso Standout Features and Integrations
Features include answering machine detection, caller ID reputation management, dynamic scripting, powerful reporting, follow-the-sun dialing, intelligent responses, and virtual agents. Virtual agents can support both voice and SMS interactions.
Integrations include ActiveProspect, Balto, Blueink, boberdoo.com, Campaign Registry, DebtPay Pro, Google Maps, Journaya, Shopify, and Zapier. CRM integrations are available through open API.
- Easy to use
- Switching over is simple
- Customizable reporting tools
- No mobile app
- Simplified scripts aren’t ideal for intensive customers
ReadyMode, formerly called Xencall, is an enterprise-grade predictive dialer and support software that intelligently connects customer service representatives with leads.
In addition to incredibly fast dialing speeds, ReadyMode offers dynamic sales agent scripting software with lead data embedded directly in the script. Users can also create and customize a variety of interactive voice responses based on various rules, including caller options and the time of day.
ReadyMode offers solutions to SMBs and enterprise-level businesses with tiered plans that provide support based on agent licensing and organization size. They also support teams based on industry, including call centers, solar energy, healthcare insurance, BPO, real estate, and travel and tourism.
ReadyMode Standout Features and Integrations
Features include intelligent call routing, predictive dialing, scripting tools, call recording, call forwarding, and live floor monitoring. Floor monitoring allows managers to support agents with “whisper” instructions that support scripting guides.
Integrations include ActiveCampaign, ActiveProspect, ClickSend, Google Maps, HubSpot, leadsquared, REISift, Salesforce, Sherpa, and Zoho. All integrations are native integrations with two-way data sharing.
- Easy to understand
- Adaptable to any industry
- Great customer service
- Web-based platform — no android or iPhone app
- Dated user interface
Yonyx is a unique call center scripting software that offers multimedia flowcharts to create interactive guides for decision-making purposes. This tool is unlike traditional call scripts because they provide a more interactive navigational aid for customer service agents.
The multimedia flowchart feature comes with a variety of tools to support simple building processes, including hierarchical guides, multimedia guidance steps, and convergence of multiple customer pathways. With synchronized Interactive and Map views, authors can create decision trees with both user responses and guidance steps.
Yonyx Standout Features and Integrations
Features include intuitive guide creation, multimedia guidance steps, decision tree vs. networks, and copy/paste nodes.
Integrations include Freshdesk, Netsuite, Oracle Service, Salesforce Service Cloud, ServiceNow, and Zendesk Suite.
- Designed for troubleshooting
- Visually appealing layout
- Easy to navigate
- Customer self service is not robust enough
- Limited integration options
Nextiva Call Center software is a VoIP platform that centralizes business communications and applications with automation, intelligence, and pre-built templates to encourage better customer support from your call center agents.
While Nextiva doesn’t offer traditional call scripting for your agents, it has a few other features that can help deliver customer satisfaction. With interactive voice response, scripted questions can ensure the calls end up with the right agents for a streamlined call flow. Additionally, voice analytics with real-time notifications inform service agents what a customer is feeling.
Nextiva Call Center offers support for both large and small businesses. They have plans for all business communication needs, as well as a separate plan specifically for call centers.
Nextiva Call Center Standout Features and Integrations
Features include blended inbound and outbound communication, call recording, IVR speech input, workforce optimization, and workflow automation. Agent desktops and dashboards are available over web browser.
Integrations include Act! CRM, Bullhorn, ConnectWise, Goldwise, HubSpot, Microsoft Dynamics, Oracle Sales Cloud, Salesforce, Sugar CRM, and Workbooks. Nextiva offers integrations for CRM, Helpdesk, ERP, and Productivity.
- Very user friendly
- Knowledgeable support team
- Easy to build call flows
- May require hardware to set up
- Incorporating an existing landline can take up to 14 days
Zingtree is a contact center solution that offers interactive, no-code decision trees for creating agent scriptings, managing internal processes, and guiding customers. This software targets the complexity of flowchart scripting to simplify it for more natural interactions in real-time.
The Zingtree decision-making scripting solution claims that it can reduce agent ramp-up time by 85% through agent workflows that help every representative sound like an expert. It also has a feature that can automate up to 50% of the ticket volumes with a customer self-help system to troubleshoot their own concerns.
Zingtree is designed to cater to small and large businesses with two plan options. One is designed to support up to 25 users, and the other is built for unlimited agents and enterprise needs. This platform specializes in providing script samples for several industries, including home services, healthcare, insurance, and physical goods.
Zingtree Standout Features and Integrations
Features include a three-pronged approach with agent scripting and workflow tools, internal process solutions, and customer self-help guides. Internal automation includes building program trees to send emails, enter data, and create documents automatically.
Integrations include Avaya Workspaces, Cisco Webex Contact Center, Freshdesk, Intercom, Kustomer, Nectar Desk, Talkdesk, Zapier, Zendesk Suite, and Zoho Flow. Native integrations allow for two-way data transfer, while basic integrations only go one way.
- Simple user interface
- Can build flowcharts to be as granular as needed
- No programming knowledge needed
- Knowledge base only focuses on novice topics
- Lag time for emails through the platform
Genesys Cloud CX is a unique call center software with scripting capabilities that include agent assist, knowledge management, predictive engagement, and chatbots. This platform offers intelligent experience orchestration to analyze customer sentiment and guide customer service agents with composable architecture.
The agent assist tool offers a Smart Advisor that makes suggestions during the call for higher first-call resolution and improved KPIs. This tool empowers agents, making it easier to find answers, replace manual tasks with automation, and focus on customer insights. Every call ends with an automatically generated interaction summary to cut down on manual notes.
Genesys Cloud CX offers solutions by industry, use-case, and organization type, showing that it can support SMBs, mid-size companies, and enterprise-level organizations that work in banking, government, healthcare, retail, and insurance.
Genesys Cloud CX Standout Features and Integrations
Features include Smart Advisor, automated reporting, robotic process automation, embedded knowledge, and agent experience integration. The platform has an embedded AI but also supports Google CCAI and other AI partners.
Integrations include Azure Active Dictionary, Gong.io, Google Workspace, Jenkins, OneLogin, Microsoft Azure, Salesforce Service Cloud, Shelf, Qualtrics CoreXM, and Zendesk Suite.
- Moment-by-moment insights
- Easy to use reporting dashboards
- Simple WFM operations
- Slight latency in real-time displays
- Not enough transparency around pricing
As an all-in-one contact center solution, CallTools services global companies that have virtual and on-site sales teams with scripting software, predictive dialing, and omnichannel engagement through CRM, SMS, and email.
CallTools has several features that appeal to businesses with the need to place phone calls around the world, as calls out of the country don’t cost extra. They also offer call scripting features to improve agent interactions with natural-sounding canned responses and prompts. Additionally, users can utilize their IVR to develop a custom voice response menu.
This platform supports small businesses and enterprise-level organizations with scalable solutions for a variety of industries, including sales and telemarketing, solar energy, financial services, collections, and real estate. Their call center suite includes outbound and inbound call center tools and call management tools.
CallTools Standout Features and Integrations
Features include built-in CRM software, dynamic call list creation, engagement boosting, call suppression rules, and call scripting to improve answer rates and call cadence.
Integrations include ActiveProspect, Balto, Blue Ink Digital, boderdoo.com, ClickFunnels, DebtPayPro, Gmail, Google Maps, Google Sheets, and HighLevel. They also offer custom API integrations.
- Platform is easily scalable
- Simple, streamlined user interface
- Great training and customer service
- Webinars aren’t comprehensive enough
- Some lag time in live call monitoring
NICE CXone is a call center software with scripting that focuses on jumpstarting new agents and improving the customer experience. With scripts that include introductions and proactive conversation guidance, agents will encourage customer responses to ensure they understand exactly what each customer needs.
Intelligent call scripting written by leadership also provides new agents with a baseline for customer interactions and ensures they don’t have to constantly search through the business knowledge base for answers. With this tool, users can create a natural conversational flow and streamline the customer journey.
NICE CXone can support small and large businesses in industries that range from healthcare and financial services to business process outsourcers, telecommunications, and nonprofit services.
NICE CXone Standout Features and Integrations
Features include conversational AI and chatbots, interactive voice response, conversation scripting, self-service builder, and knowledge management.
Integrations include Bullhorn, Microsoft Dynamics, Netsuite, Oracle Service Cloud, Salesforce, SAP Cloud for Customer, ServiceNow, and Zendesk. NICE CXone also offers restful API integrations.
- Easy to operate
- Offers predictive capabilities for voice and chat
- Intuitive navigation
- Real-time data requires refreshing
- Not as many out-of-the-box solutions
Best for automated SMS bot scripting
14-day free trial
Best for a cloud-based call center with scripting support
Free demo available
|From $149/month; Custom plans are also available||Website|
Best for an all-in-one call center with gamification
Free demo available
|Prices are per seat per month with cost per minute charged separately||Website|
Best for creating scripts from dynamically generated lead data
|Plans start at $150/license/month for up to nine agents||Website|
Best for decision-tree driven interactive guides for agents
30-day free trial available
|Plans start at $20/user/month||Website|
Nextiva Call Center
Best for centralized business communications
Free demo available
|Plans start at $18.95/user/month||Website|
Best for improving agent ramp up time
Free trials and demos are both available
|Plans start at $30/month for up to 25 users||Website|
Genesys Cloud CX
Best for transforming the customer experience through artificial intelligence
Contact sales for trial and demo options
Best for a global and virtual call center solution
Free demo available
|Pricing upon request||Website|
Has a bit of a learning curve
Free demo available
|Pricing upon request||Website|
Best for sales-focused call centers
Best for user-centered call centers with multi-channel scripting
Best for 100% delay-free connections
Best for a global installation base
Best for an easy-to-set-up solution that integrates anywhere
- Dynamics 365
Best for a multi-language call center
Best for capturing customer interactions and providing unique insights
- Bright Pattern
Best for AI-powered call scripting solutions for large companies
Best for driving sales with a simplified call center software
- Avaya UCaaS
Best for a flexible hybrid team
Selection Criteria for the Best Call Center Scripting Software
If you’re wondering how I chose the best call center scripting software for my list, I started out by reviewing recent call center scripting software market data to get a sense of the biggest players in this space. I used this information to create my initial long list of platforms to review.
Then I evaluated each platform to determine whether it offered reliable performance and functionality
Next, I honed this list even further using the selection criteria below. These criteria, plus my years of experience in CX, helped me compare each system systematically, and identify phone systems with unique features that stood out against the rest.
Here are the main selection and evaluation criteria I used to develop my list of the best call center scripting software for this article:
Call center scripting software should be as useful and easy to use as possible. It should integrate into your current workflow seamlessly, without requiring a lot of agent training time. These call center scripting software solutions offer companies intelligence-driven results.
In addition to helping you write a general script for introductory interactions, your call center scripting software should have a number of essential features, including appropriate response prompts, access to a knowledge base, and an interactive tree with multiple solutions.
Software integrations with third-party systems will help you share data and analytics across all touchpoints of your customer lifecycle. For call center scripting software, these are the types of software integrations you should look out for:
- Telephony and VoIP systems (voice over internet protocol)
- Customer relationship management systems (CRM systems)
- Help desk or other ticketing systems
- Knowledge bases or FAQ platforms
- Analytics and reporting tools
- Social media platforms
There is no one-size solution for call center scripting software. Trying to cater to organizations of every size and across a number of industries means finding options that fit various budgets, topics, and needs. This list includes flexible and targeted solutions with valuable features.
What is call center scripting software?
What are the benefits of call center scripting software?
What are the key features of call center scripting software?
Other Software Reviews for Optimal Customer Calls
If you're in the market for other call center solutions, you'll want to check out these other options too:
- Customer relationship management (CRM) software
- Call center workforce management software
- Outbound call center software
- Enterprise call center software
Final Thoughts on Call Center Scripting Software
The ideal call center scripting software can make the difference between a happy customer and a disappointed one. With reliable scripting software options, your business can create interactions that show customers that you value their time. This guide will be a step in the right direction when exploring the best solutions for your organization.
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