10 Best Call Center Software For Small Business

Shelf calls itself a modern knowledge management platform with a focus on immediacy and responsiveness. Because customers expect instant service on-demand, businesses need better tools to predictively track their needs. With their proprietary MerlinAI, Shelf can help your team listen for questions and suggest the best answers — automatically.

The MerlinAI and Agent Assist tools are one of the reasons I included Shelf on this list. Both have the capability to enhance agent productivity and engagement. Employees no longer have to search databases and notes for answers to urgent customer questions because the Shelf AI can automate the entire knowledge lifecycle with content creation, announcements, reviews, ratings, and more. You’ll be saving your team tons of time and improving your knowledge base so it’s always updated.

If you want to empower your agents to deliver the best possible customer service with all the knowledge they need at their fingertips, Shelf is for you. With answers to customer questions delivered instantly to their desktop, agents can respond better. Shelf also provides lower level solutions with no-effort answers via chatbots, AI-powered answer forms, and self-service portals.

Shelf Standout Features and Integrations

Features include AI agent assist, knowledge management, chatbots, self-service portals, ticketing system, advanced encryption standard (AES), automated content creation and syncing, SMS, email, web communication, API access, and analytics and reporting.

Integrations include Genesys, NICE inContact, Five9, Salesforce, Slack, Kustomer, Zendesk, Google Drive, Dropbox, and Firefox.

Talkdesk offers small businesses with big reach a global customer service experience. Their contact center solution delivers ultra-fast, cloud-based connections and enterprise-level CX applications that you can integrate with nearly anything. Talkdesk can deliver omnichannel engagement, customer self-service, and customer experience analytics all in one place.

I picked this software because it balances consumer needs with enterprise usability for a well- rounded experience on all sides. Your customer service agents will enjoy the intuitive UX that ensures a clean agent workspace and simple reporting. With intelligent routing, proactive outbound engagement, and speech analytics to improve CSAT issues, you’ll have it all.

This tool is ideal for small businesses who plan on growing, as Talkdesk has easy scalability and extensibility with prebuilt integrations, omnichannel communication options, and employee collaboration features.

Talkdesk Standout Features and Integrations

Features include dedicated agent workspaces, intelligent routing, call recording, speech analytics, granular reporting, quality management, self-service, pre-built integrations, omnichannel communication, and workforce management.

Integrations include Salesforce, Slack, Microsoft Teams, Now, Dynamics 360, Zoom, Shopify, BigCommerce, and OnePage CRM.

Dialpad technology is based on AI-powered intelligence to streamline your workflow. Whether you use the AI contact center to help you engage with customers or the AI sales solutions to coach you through live calls at every step, the world’s smartest phone system is at your fingertips.

There is so much you can do with AI technology, and it’s one of the main reasons Dialpad is on this list. They use AI to power video calls, auto transcribe discussions, conduct sentiment analysis, and so much more. Their product innovation allows you to take a step back and breathe while the AI does all the work.

From retail and technology to education and sales, Dialpad is a tool that transcends industry. Ideal for large and small businesses alike, this call center software offers a ton of versatility and flexibility to meet your needs.

Dialpad Standout Features and Integrations

Features include AI contact center, omnichannel customer engagement, AI messaging, AI sales, AI CSAT, AI virtual agents, VoIP phone system, enterprise phone system, and video conferencing.

Integrations include Koopid, Miro, Kare Knowledgeware, Zoho, Salesforce, Now, BlogSpot, Slack, One Login, Poly, and Custom API Integrations.

If you’re looking to ensure continuity in customer support, eliminate manual data entry, and streamline onboarding for new clients or new employees, Aircall provides a unique solution for your needs. Their customer support solution is an effective way to reduce your backlog and ensure you know exactly who you’re talking to the moment the phone rings.

With their customer context features like Insight Cards, Aircall guarantees you know why a customer is calling before you even pick up the phone. With skill-based routing, language needs, drag and drop IVR, and other custom criteria, you can start servicing customers before the conversation begins.

Because their customer service center is built on AWS with multiple global data centers, you get the highest quality of communication with Opus codec audio transmission, 99.99% uptime, and dynamic carrier switching. With chat, email, and phone service available, Aircall is the ideal choice for SMBs who focus on customer support.

Aircall Standout Features and Integrations

Features include toll-free numbers, international numbers, call conference solutions, custom scheduling, voicemail, call queuing, IVR, blocklist numbers, extensions, SMS business messaging, shared contacts, warm transfer, call commenting, and ring groups.

Integrations include ActiveCampaign CRM, Hiver Helpdesk, Odoo CRM, Alloy Automation, bao, Fireflies, BigCommerce, JobAdder, Freshdesk, Outreach, and Microsoft Teams.

The PanTerra approach is all about customizing a call desk solution for your business’s pain points. Each new customer is an opportunity for this call center software company to implement a personalized strategy that works for you and your customers. With over 15 years in the industry, PanTerra has worked out all the kinks.

As a Unified Cloud Service Provider, PanTerra offers fully custom UCaaS and CPaaS, HIPAA/HITECH secure, multi-service cloud solutions. From setting up an inbound call center to gathering customer information and supporting your call center agents, PanTerra can help elevate any enterprise with all-in-one communication.

PanTerra provides cloud-based call, fax, text, web meeting, conference, and file sharing solutions for multi-location businesses like franchises, healthcare facilities, and legal offices. Communicate with your team and your customers from anywhere.

PanTerra Standout Features and Integrations

Features include cloud contact center, file sharing, business analytics, integration and customization, WAN network, team messaging, video conferencing, and integrated call center.

Integrations include Microsoft Teams, Google Apps, Zoho, Dropbox, and Skype.

As a cloud-based IVR, Kixie is an automated solution that helps sales teams streamline their entire process. Deploy it on-premise to offer one-click calling, call recording, call coaching, history, and reporting to improve sales calls. They also provide a real-time sales leaderboard to gamify your process and motivate agents, as well as remote call capability to allow agents to receive calls on their cell phones.

With endlessly customizable features, Kixie allows you to pick and choose exactly what you think you need to make your business work. Explore PowerCall to reach more leads faster, a contact center with all-in-one solutions, and business SMS that ensures quick communication through text templates and automated responses.

Kixie is truly the ideal service for any sales team that’s focused on reaching as many people as possible. Their automated outreach is just the starting point from which your team can make deeper, more meaningful connections with customers and potential leads.

Kixie Standout Features and Integrations

Features include call recording, CRM, alerts and notifications, call recording, online voice transmission, activity dashboard, on-demand recording, voicemail, reporting and analytics, deal management, computer telephony integration, and call monitoring.

Integrations include Highlevel, HubSpot, Pipedrive, Zoho, Salesforce, Zapier, Capsule, insightly, Pipeline, monday.com, and Avoma.

Whether you’re trying to support your sales team or you’re running a customer support call center, Upland delivers the best possible solutions for helpdesks because they provide agents access to everything they need to know about customers in the moment for actionable, real-time solutions.

This cloud-based call center also helps you monitor and measure your agent performance to track successful call counts, agent talk time, call volume, and so much more. With analytics information at your fingertips, identifying caller pain points, call trends, and business needs is a breeze.

Upland has solutions across a number of platforms, including customized options for cloud contact centers, HR & legal departments, information technology, and project management.

Upland Standout Features and Integrations

Features include CRM phone integration, IT financial management software, project portfolio management, cloud-based fax storage, enterprise email marketing, supply chain management, and customer engagement software.

Integrations include Microsoft, Salesforce, Avaya, Genesys, Cisco, and Asterisk.

Zoho is a comprehensive call center software that offers more than just the basics you need for a customer service center. With tools for sales, marketing, finance, and office management, you’ve got an all-in-one platform that can help you track and analyze business trends to ensure reactive, thriving growth.

I particularly love the Zoho platform because you can connect all your employees with Connect, Zoho’s intranet solution for all internal communications. You’ll be able to boost employee engagement, cultivate transparency, and gauge the pulse of your organization all in one place — all while serving your customers with excellence.

Since Zoho offers custom solutions, it’s ideal for nearly every industry and business size. From IT and legal to sales and retail, Zoho solutions can help all types of SMBs grow.

Zoho Standout Features and Integrations

Features include virtual phone numbers, IVR, call queues, queue performance monitoring, call listening, call transfer, voicemails, call back, power dialer, call analytics, and post-call CSAT rating.

Integrations include connecting any cloud telephony system through PhoneBridge, CRM, Desk, Bigin, and ServiceDesk Plus Cloud.

With a cloud-based telephony infrastructure web service, Twilio delivers a novel way to ensure comprehensive business communications from the developer’s end. This call center software provides web service APIs that embed communications into everything from web and mobile to app software.

I chose Twilio for this list because it streamlines messy telecom hardware in favor of a cloud-based system that allows you to build intelligent and complex communications systems — without all the physical accessories. Whether your developers need a way to manage call queues, convert text to speech, or record store calls, Twilio does it all.

Twilio is truly the developer’s friend. If you’re a business owner who’s finally building a website or a phone app, this software is for you! Find solutions for enterprise, startup, and nonprofits across all sectors with this software.

Twilio Standout Features and Integrations

Features include programmable voice and video, email API, SIP trunking, user security and verification, API for MMS, SMS, Whatsapp, and Facebook messenger.

Integrations include Desk.com, Zendesk, LogicMonitor, OutSystems Platform, Checkfront, and Vision Helpdesk.

Whether you’re in healthcare or you just take frequent credit card transactions, ChaseData is a great solution for any business that wants to be sure of compliance and security. With SOC 2 Type 1 Attestation, PCI DSS Compliance, and HIPAA/HITECH Attestation, all of your data is completely safe.

In addition to their compliance capabilities, ChaseData also offers versatile solutions across a number of industries for small and medium businesses. From inbound and outbound call management to multi-channel solutions, automation, and analytics, this comprehensive call center software does it all.

ChaseData is especially relevant for anyone who needs to abide by HIPPA standards to safeguard healthcare information. Industries like residential mental health treatment, long-term rehab facilities, and outpatient substance use centers can all benefit from this software.

ChaseData Standout Features and Integrations

Features include predictive, preview, and progressive dialing, IVR caller responses, blended contact centers, agent desktops, admin console, chatbots, and CRM and API integrations.

Integrations include DNC.com.