Best Call Center Scripting Software Shortlist
Here are the top 10 call center scripting software I’d like to highlight out of the 20 I cover in this article:
While large enterprises might have their own call center to handle customer care in-house, smaller organizations usually hire third parties to support their customers. However, any business can bring their CRM internally with telephony platforms that offer call center scripting software to guide agents through every interaction.
If you have general questions about how call center scripting software works or how to pick the best option for your organization, take a look at my People Also Ask section below. Or, if you’re curious how I prepared this list, see How I Selected the Best Call Center Scripting Software.
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Overviews Of The 20 Best Call Center Scripting Software
Here’s a brief description of each call center scripting software that showcases every tool’s best use case, their noteworthy features, and some pros and cons. I’ve also included screenshots to give you a preview of their user interface too.
JustCall
Best for automated SMS bot scripting
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.
Pros
- Custom SMS solutions
- Easy integration with existing systems
- High level of responsiveness
Cons
- Can be buggy
- Has a bit of a learning curve
Five9
Best for a cloud-based call center with scripting support
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.
Pros
- Custom reports available
- Easy to learn how to build
- Straightforward user experience
Cons
- No direct access to worksheets
- Lag time for special reports
Convoso
Best for an all-in-one call center with gamification
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.
Pros
- Customizable reporting tools
- Switching over is simple
- Easy to use
Cons
- Simplified scripts aren’t ideal for intensive customers
- No mobile app
ReadyMode
Best for creating scripts from dynamically generated lead data
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.
Pros
- Great customer service
- Adaptable to any industry
- Easy to understand
Cons
- Dated user interface
- Web-based platform — no android or iPhone app
CallShaper
Best for sales-focused call centers
This call center software offers unique scripting solutions for all types of campaigns, including the prospect qualifying process, sales pitch, data submission, and even payment capture. With dynamic scripting flexibility from CallShaper, management can tailor any campaign’s script to match customer and situation needs.
In addition to scripting that live agents can use, CallShaper provides a drag-and-drop IVR editor that ensures users are routing calls to the appropriate destinations, including transfers to third parties, voicemail, and skills-based live agents. This feature can make automatic, rules-based decisions according to management and leadership preferences.
CallShaper can support small and large businesses across a number of industries. Even though the software is sales-focused, it is adaptable to nearly every industry’s call center needs. With cloud-based outbound and inbound call tools, agents can work from anywhere.
CallShaper Standout Features and Integrations
Features include dynamic scripting, lead management, real-time reporting, quality assurance, various dialer types, and webhooks. Dynamic scripting ensures the enforcement of business rules at the agent level.
Integrations include Zapier, which allows the platform to communicate with over 1,000 unique web applications.
Pros
- Robust scripting capabilities
- Fully customizable reports
- User-friendly tools
Cons
- Can’t pull quick custom reports
- Outbound calls are auto-dial only
CallTools
Best for a global and virtual call center solution
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.
Pros
- Great training and customer service
- Simple, streamlined user interface
- Platform is easily scalable
Cons
- Some lag time in live call monitoring
- Webinars aren’t comprehensive enough
Nextiva Call Center
Best for centralized business communications
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.
Pros
- Easy to build call flows
- Knowledgeable support team
- Very user friendly
Cons
- Incorporating an existing landline can take up to 14 days
- May require hardware to set up
NICE CXone
Has a bit of a learning curve
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.
Pros
- Intuitive navigation
- Offers predictive capabilities for voice and chat
- Easy to operate
Cons
- Not as many out-of-the-box solutions
- Real-time data requires refreshing
Yonyx
Best for decision-tree driven interactive guides for agents
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 supports businesses of all sizes with a single scalable plan based on users. This platform also offers custom enterprise-level plans with integrated deployment that offers a few extra tools and features, like REST APIs, Javascript APIs, custom commands, and multilingual guides.
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.
Pros
- Easy to navigate
- Visually appealing layout
- Designed for troubleshooting
Cons
- Limited integration options
- Customer self service is not robust enough
Zingtree
Best for improving agent ramp up time
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.
Pros
- No programming knowledge needed
- Can build flowcharts to be as granular as needed
- Simple user interface
Cons
- Lag time for emails through the platform
- Knowledge base only focuses on novice topics
The Best Call Center Scripting Software Summary
Tool | Free Option | Price | ||
---|---|---|---|---|
1 | JustCall Best for automated SMS bot scripting | 14-day free trial | From $30/user/month | Visit Website |
2 | Five9 Best for a cloud-based call center with scripting support | Free demo | Plans start at $149/month; Custom plans are also available | Visit Website |
3 | Convoso 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 | Visit Website |
4 | ReadyMode Best for creating scripts from dynamically generated lead data | Free demo | Plans start at $150/license/month for up to nine agents | Visit Website |
5 | CallShaper Best for sales-focused call centers | Free trial not available | Plans start at $65/user/month | Visit Website |
6 | CallTools Best for a global and virtual call center solution | Free demo available | Pricing upon request | Visit Website |
7 | Nextiva Call Center Best for centralized business communications | Free demo available | Plans start at $18.95/user/month | Visit Website |
8 | NICE CXone Has a bit of a learning curve | No trial or demo information | Contact sales for pricing | Visit Website |
9 | Yonyx Best for decision-tree driven interactive guides for agents | 30-day free trial available | Plans start at $20/user/month | Visit Website |
10 | Zingtree Best for improving agent ramp up time | Free trials and demos are both available | Plans start at $30/month for up to 25 users | Visit Website |
Other Options
Here are a few more worthwhile options that didn’t make the best call center scripting software list:
- Genesys Cloud CX
Best for transforming the customer experience through artificial intelligence
- CloudTalk
Best for user-centered call centers with multi-channel scripting
- PhoneBurner
Best for 100% delay-free connections
- Toky
Best for an easy-to-set-up solution that integrates anywhere
- VICIdial
Best for a global installation base
- Dynamics 365
Best for a multi-language call center
- Avaya UCaaS
Best for a flexible hybrid team
- Bright Pattern
Best for AI-powered call scripting solutions for large companies
- Gong.io
Best for capturing customer interactions and providing unique insights
- VanillaSoft
Best for driving sales with a simplified call center software
How I Selected The Best Call Center Scripting Software
If you’re wondering how I chose the best call center scripting software for my list, I started with those options that had the highest user ratings. I evaluated each of the best options to determine whether they offered reliable performance and functionality
After evaluating the top choices, I honed this list even further with the selection criteria below. This criteria, and my years of experience as a CX Lead, helped me compare the software options and see how they stacked up against one another. I was also able to pinpoint those features that added the most value.
Selection Criteria
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best call center scripting software for this article.
Usability
Call center scripting software should be as useful and easy to use as possible. You want it to integrate it with your current workflow seamlessly, without needing to waste extensive time training your team. These call center scripting software solutions offer companies intelligence-driven results.
Standout Features
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 interactive tree with multiple solutions.
Software Integrations
I know that your call center software isn’t the only business tool you’re using to enhance operations, so I made sure the selections on this list offered a variety of integrations with other third parties to easily share data and analytics.
Pricing
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.
People Also Ask
For anyone new to call center scripting software, I’ve put together a few answers to the most frequently asked questions.
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?
Conclusion
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.
Already know which scripting software is right for you? The experts at The CX Lead have many more tool recommendations and the latest advice for improving the customer experience. Check out this list of the best outbound call center software or best customer relationship management software to learn more. And sign up for the newsletter to get even more recommendations!