20 Best CRM Call Center Software Reviewed in 2025
Best CRM Call Center Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Managing high volumes of customer conversations is one thing. Doing it while keeping context, speed, and satisfaction high? In my experience, that’s where things break — unless you’ve got the right system in place. CRM call center software bridges the gap between support efficiency and customer relationship management, helping your team deliver fast, personalized service at scale.
I’ve personally reviewed and tested dozens of CRM-integrated call center platforms — the good, the bad, and the overhyped. My goal? To help you find the tools to make your agents faster, customers happier, and teams more efficient (without a six-month learning curve).
In this guide, I’ll share my top picks for the best CRM call center software. You’ll get a breakdown of standout features, ideal use cases, and what sets each tool apart, so you can choose the perfect CRM solution for your call center team.
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.
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.
We’ve tested more than 2,000 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.
CRM Call Center Software Comparison Chart
This comparison chart summarizes pricing details for my top CRM 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 remote teams | 14-day free trial | From $19/user/month (billed annually) | Website | |
| 2 | Best for cloud contact centers | Free demo available | From $119/user/month | Website | |
| 3 | Best for free plan offerings | Free plan available | From $39/month (billed annually) | Website | |
| 4 | Best for predictive dialing | Free demo available | From $199/user/month | Website | |
| 5 | Best for virtual phone systems | Free demo available | From $12/user/month (billed annually) | Website | |
| 6 | Best for visual sales pipelines | 14-day free trial | From $14/user/month (billed annually) | Website | |
| 7 | Best for integration capabilities | Free plan available | From $15/month/per seat (billed annually) | Website | |
| 8 | Best for startups and small teams | Free plan available | From $11.04/user/month (billed annually) | Website | |
| 9 | Best for lead management | Free demo available | Price on request From $80/user/month | Website | |
| 10 | Best for large enterprises | Free trial + free demo available | From $25/user/month (billed annually) | Website |
-
CRM Creatio
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6 -
Issuetrak
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.1
Best CRM Call Center Software Review
Below are my detailed summaries of the best CRM call center software that made it onto my shortlist. My reviews offer a detailed look at the key features, pros and cons, integrations, and ideal use cases of each tool to help you find the best one for you.
JustCall is a cloud-based phone system designed for businesses with remote teams. It helps manage calls and messaging, making communication easy and effective.
Why I picked JustCall:
It offers features like call recording, call routing, and SMS automation, which are essential for teams working remotely. The platform's ability to provide virtual numbers in over 70 countries is significant for global teams. With its focus on enhancing remote work communication, JustCall ensures your team stays connected no matter where they are.
Standout features & integrations:
Features include voicemail transcription, call monitoring, and conference calling. The platform's click-to-call feature simplifies outbound calling. You can also track call performance with detailed analytics.
Integrations include Salesforce, HubSpot, Zoho CRM, Slack, Pipedrive, Freshdesk, Intercom, Microsoft Teams, Zendesk, and Shopify.
Pros and cons
Pros:
- Supports SMS automation
- Effective call routing and monitoring
- Extensive global virtual numbers
Cons:
- Basic reporting capabilities
- Occasional call quality issues
Five9 is a cloud-based contact center solution designed for businesses aiming to enhance customer service operations. It's perfect for teams looking to manage calls, emails, and chats in a unified platform.
Why I picked Five9:
It offers predictive dialing, omnichannel routing, and workforce management, making it ideal for cloud contact centers needing efficient operations. The platform's real-time reporting and analytics provide insights into performance, helping your team make data-driven decisions. With its focus on scalability and flexibility, Five9 supports growing contact center needs.
Standout features & integrations:
Features include call recording, speech analytics, and quality management tools. You can use the interactive voice response (IVR) system to automate customer interactions. The platform also offers workforce optimization to help manage your team effectively.
Integrations include Salesforce, Zendesk, Microsoft Dynamics, NetSuite, Oracle, ServiceNow, Slack, Zoom, Google Workspace, and Microsoft Teams.
Pros and cons
Pros:
- Flexible workforce management
- Strong call routing capabilities
- Effective predictive dialing
Cons:
- Occasional system downtimes
- Requires extensive setup time
Bitrix24 is an all-in-one business management platform suited for small to medium-sized businesses. It provides tools for CRM, project management, and team collaboration.
Why I picked Bitrix24:
The platform includes tools for managing sales pipelines and automating business processes, which can enhance your team's efficiency. With features like task management and communication tools, Bitrix24 helps keep your team organized and connected. Its free plan offers extensive features for teams on a budget.
Standout features & integrations:
Features include document management, time tracking, and HR management tools. You can also use the platform to create websites and online stores. Its video conferencing capabilities support remote team collaboration effectively.
Integrations include Slack, Google Workspace, Microsoft 365, Mailchimp, Dropbox, Xero, Zoom, Zendesk, QuickBooks, and Stripe.
Pros and cons
Pros:
- Customizable sales pipelines
- Strong collaboration tools
- Extensive free plan features
Cons:
- Requires customization for specific needs
- Complex interface for beginners
Readymode is a CRM platform that excels in providing predictive dialing solutions for call centers. It's designed for teams looking to enhance their outbound calling efficiency and manage customer interactions effectively.
Why I picked Readymode:
It offers predictive dialing, call recording, and real-time reporting, making it perfect for call centers focused on maximizing call volume and quality. The built-in CRM facilitates seamless lead management, ensuring your team stays organized. With its focus on outbound call optimization, Readymode supports high-performance calling operations.
Standout features & integrations:
Features include automated call distribution, dynamic call scripts, and performance dashboards. Your team can use the call scheduler to plan and manage call campaigns efficiently. The software also provides detailed call analytics to track success rates.
Integrations include Salesforce, Zoho CRM, HubSpot, Zendesk, Freshdesk, Microsoft Dynamics, Slack, Mailchimp, Google Workspace, and QuickBooks.
Pros and cons
Pros:
- Detailed call analytics
- Real-time call monitoring
- Effective predictive dialing
Cons:
- Limited advanced reporting features
- High resource consumption
KrispCall is a virtual phone system tailored for businesses that need efficient communication solutions. It's perfect for remote teams and startups looking to manage calls and messaging without traditional phone lines.
Why I picked KrispCall: It provides virtual numbers, call forwarding, and voicemail features, making it ideal for virtual teams. KrispCall's call recording and monitoring tools support team collaboration. Its focus on providing a flexible phone system makes it a great fit for businesses wanting to enhance their communication setup.
Standout features & integrations:
Features include call analytics, voicemail transcription, and team collaboration tools. You can manage call queues and handle multiple calls efficiently. Its mobile app enables your team to manage communications on the go.
Integrations include Slack, Zapier, Salesforce, HubSpot, Zendesk, Freshdesk, Pipedrive, Zoho CRM, Microsoft Teams, and Google Workspace.
Pros and cons
Pros:
- Efficient call monitoring tools
- Flexible call forwarding options
- Easy virtual number setup
Cons:
- Requires internet for calls
- Limited advanced analytics
Pipedrive is a CRM tool designed for sales teams who need to manage their sales processes visually. It helps users track sales activities and manage leads effectively.
Why I picked Pipedrive:
It offers a user-friendly interface with drag-and-drop functionality to manage sales pipelines, making it ideal for teams that benefit from visual organization. The platform includes features like sales forecasting and email integration to keep your team on track. Its activity reminders and goal tracking ensure that your team stays focused on closing deals.
Standout features & integrations:
Features include goal setting, activity reminders, and a powerful reporting dashboard. You can automate repetitive tasks to save time. The software also offers customizable pipelines to fit your sales process.
Integrations include Slack, Mailchimp, Trello, Zapier, Google Workspace, Microsoft Teams, HubSpot, Asana, QuickBooks, and Xero.
Pros and cons
Pros:
- Effective goal setting tools
- Customizable sales stages
- Visual pipeline management
Cons:
- Occasional sync issues with emails
- Requires customization to fit needs
Why I picked Hubspot Service Hub:
It offers a unified inbox, ticketing system, and customer feedback tools, which makes it perfect for teams needing integrated service operations. The platform's live chat and help desk automation features ensure efficient communication. With its comprehensive reporting and insights, you can monitor team performance and improve service delivery.
Standout features & integrations:
Features include knowledge base creation, customer satisfaction surveys, and automated ticket routing. You can also benefit from the platform's time tracking tools to manage response times. The customer portal feature allows customers to track their own support requests.
Integrations include Shopify, Slack, Zoom, Mailchimp, WordPress, Microsoft 365, Google Workspace, Zapier, Stripe, and LinkedIn.
Pros and cons
Pros:
- Easy to build a knowledge base
- Effective ticket management
- Comprehensive service tools
Cons:
- Basic mobile app features
- Limited customization options
EngageBay is an all-in-one CRM software designed for startups and small teams. It combines marketing, sales, and customer support functionalities to enhance business operations.
Why I picked EngageBay:
EngageBay's help desk services and sales CRM are tailored to support startups in managing customer interactions effectively. It offers marketing automation, AI email marketing, and live chat features, helping smaller teams work more efficiently.
Its affordability and extensive features set it apart from other CRM solutions, providing a comprehensive option for small business needs.
Standout features & integrations:
Features include task management, custom reporting, and social media scheduling. You can also benefit from SMS broadcasting, customer segmentation, and proposal creation. Milestone tracking and calendar management gives you more visibility into your team's workflows.
Integrations include Zapier, Shopify, QuickBooks, Mailchimp, Xero, Stripe, HubSpot, Salesforce, Slack, and Trello.
Pros and cons
Pros:
- AI-powered support assistant
- Customizable email templates
- Easy to set up
Cons:
- Limited third-party integrations
- Learning curve for beginners
VanillaSoft is a sales engagement CRM tailored for teams focused on lead management and sales acceleration. It serves sales teams looking to improve their lead tracking and conversion processes.
Why I picked VanillaSoft: It offers features like lead routing, auto-dialing, and email drip campaigns, making it ideal for managing large volumes of leads. Its dynamic scripting helps sales reps stay on message during calls. With queue-based lead management, your team can prioritize and manage leads effectively, enhancing productivity.
Standout features & integrations:
Features include appointment setting, call recording, and performance analytics. Your team can benefit from real-time dashboard reporting. The platform also offers robust call activity tracking to monitor team performance.
Integrations include Salesforce, Microsoft Dynamics, SugarCRM, HubSpot, Marketo, Pardot, Mailchimp, Constant Contact, Act-On, and Zoho CRM.
Pros and cons
Pros:
- Easy appointment scheduling
- Dynamic call scripting
- Efficient lead routing system
Cons:
- Steep learning curve
- Limited customization options
Salesforce Service is a comprehensive CRM platform designed for large enterprises seeking to enhance customer service and support operations. It provides tools for case management, knowledge sharing, and customer interaction tracking.
Why I picked Salesforce Service:
Its scalability and extensive customization options make it suitable for large enterprises with complex needs. The platform includes case automation, AI-driven insights, and omnichannel support, allowing your team to deliver personalized service. With features like service cloud voice and customer self-service portals, it supports efficient and effective customer interactions.
Standout features & integrations:
Features include service analytics, customer satisfaction surveys, and a robust knowledge base. You can also benefit from AI-powered chatbots that assist in resolving customer queries. The platform’s incident management tools help your team handle service disruptions effectively.
Integrations include Slack, Microsoft Teams, Google Workspace, Mailchimp, DocuSign, Dropbox, LinkedIn, X, Facebook, and Tableau.
Pros and cons
Pros:
- Advanced security features
- Extensive reporting capabilities
- Highly customizable interface
Cons:
- Frequent updates needed
- Complex initial setup
Other CRM Call Center Software
Here are some additional CRM call center software options that didn’t make it onto my shortlist, but are still worth checking out:
- Zoho CRM
For customizable features
- CloudTalk
For call quality
- Ringover
For call center analytics
- LiveAgent
For multi-channel support
- Aircall
For quick setup
- Nextiva
For unified communications
- Agile CRM
For sales automation
- RingEx by RingCentral
For hybrid work environments
- Freshdesk
For customer ticketing
- Zendesk
For customer relationship management
CRM Call Center Software Selection Criteria
When selecting the best CRM call center software to include in this list, I considered common buyer needs and pain points like managing high call volumes and integrating with existing systems. 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:
- Manage inbound and outbound calls
- Integrate with CRM systems
- Track customer interactions
- Automate call routing
- Provide call analytics
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-powered call transcription
- Predictive dialing capabilities
- Omnichannel communication support
- Customizable call scripts
- Advanced speech analytics
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive user interface
- Easy navigation
- Minimal learning curve
- Clear, concise design
- Consistency across features
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Access to interactive product tours
- Use of chatbots for assistance
- Provision of templates for setup
- Availability of live webinars
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 support availability
- Access to a dedicated support team
- Multiple support channels
- Response time for inquiries
- Quality of self-service resources
Value For Money (10% of total score)
To evaluate the cost-effectiveness of each platform, I considered the following:
- Competitive pricing plans
- Features offered at each price point
- Availability of free trials
- Cost of additional features
- Discounts for annual subscriptions
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
- Commonly mentioned pros and cons
- Frequency of updates and improvements
- Feedback on customer support
- Testimonials from similar businesses
How to Choose CRM 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. If you're planning to expand, look for solutions that can handle increased call volumes and support additional users. |
| Integrations | Check if the software integrates with your existing CRM, email tools, and collaboration platforms. This ensures smooth workflows and data consistency. |
| Customizability | Look for platforms that allow you to tailor features to meet your specific needs. Custom fields and workflows can help your team work more efficiently. |
| Ease of Use | Choose software with a user-friendly interface that minimizes training time. Intuitive navigation helps your team adapt quickly and stay productive. |
| Budget | Consider the pricing plans and ensure they fit within your budget. Be mindful of hidden costs like add-ons or premium support fees that could affect overall expenses. |
| Security Safeguards | Verify that the software offers robust security measures like data encryption and user authentication to protect sensitive customer information. |
| Customer Support | Evaluate the quality and availability of support services. Reliable customer support can help resolve issues quickly and keep your operations running smoothly. |
| Reporting Features | Ensure the software provides detailed analytics and reporting capabilities to track performance and make informed decisions. Customizable reports can be a big plus. |
Trends in CRM Call Center Software
In my research, I sourced countless product updates, press releases, and release logs from different CRM call center software vendors. Here are some of the emerging trends I’m keeping an eye on:
- AI-Powered Insights: Vendors are adding AI to analyze call data and provide actionable insights. This helps teams understand customer needs better and improve service. For example, some tools offer sentiment analysis to gauge customer emotions during calls.
- Omnichannel Support: More software is supporting omnichannel communication, including chat, email, and social media, in one platform. This allows teams to provide consistent service across all touchpoints, enhancing the customer experience.
- Remote Work Features: With remote work on the rise, tools are incorporating features that support distributed teams. This includes virtual team collaboration tools and remote monitoring capabilities to keep everyone connected and productive.
- Enhanced Security Measures: As data privacy becomes a bigger concern, top vendors are focusing more on security. Features like end-to-end encryption and advanced authentication protocols are being implemented to protect customer data.
- Personalized Customer Journeys: Vendors are focusing on features that allow for more personalized interactions. This includes customizable customer profiles and tailored communication workflows to meet individual customer needs and preferences.
What Is CRM Call Center Software?
CRM call center software is a tool that manages customer interactions and tracks communication history. Customer service representatives and sales teams use these tools to enhance customer engagement and improve service efficiency.
Call management, customer data tracking, and reporting features help teams organize interactions, analyze performance, and deliver personalized service. Overall, these tools boost productivity and customer satisfaction by centralizing communication and data management.
Features of CRM Call Center Software
When selecting CRM call center software, keep an eye out for the following key features:
- Call management: Helps organize and handle incoming and outgoing calls efficiently.
- Customer data tracking: Stores and retrieves customer information to personalize interactions.
- Reporting and analytics: Provides insights into performance and customer trends.
- Integration capabilities: Connects with existing tools like CRM and email platforms for seamless workflows.
- Omnichannel support: Manages customer interactions across multiple channels like chat, email, and social media.
- AI-powered insights: Analyzes call data to offer actionable insights and improve service quality.
- Customizable workflows: Allows teams to tailor processes and communication workflows to fit their specific needs.
- Security safeguards: Protects sensitive customer data with encryption and authentication protocols.
- Remote work features: Supports distributed teams with collaboration and monitoring tools.
- Predictive dialing: Automates call dialing to increase efficiency and reach more customers.
Benefits of CRM Call Center Software
Like several other call center tools, CRM call center software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved customer interactions: Personalizes service with customer data tracking, leading to better engagement.
- Enhanced productivity: Automates routine tasks like call management and reporting, saving time for your team.
- Better decision-making: Offers insights through analytics and reporting, helping you understand performance and trends.
- Increased reach: Uses predictive dialing to contact more customers efficiently.
- Consistent service: Provides omnichannel support to manage interactions across various communication channels.
- Stronger data security: Ensures customer information is protected with advanced security features.
- Flexibility for remote work: Supports distributed teams with features that facilitate collaboration and monitoring.
Costs and Pricing of CRM Call Center Software
Selecting CRM 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 CRM call center software solutions:
Plan Comparison Table for CRM Call Center Software
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic call management, limited customer data tracking, and basic reporting. |
| Personal Plan | $10-$30/ user/month | Call management, customer data tracking, basic analytics, and limited integrations. |
| Business Plan | $30-$60/ user/month | Advanced call routing, enhanced analytics, multiple integrations, and customizable workflows. |
| Enterprise Plan | $60-$120/ user/month | Full omnichannel support, AI-powered insights, advanced security features, and comprehensive reporting. |
CRM Call Center Software FAQs
Here are some answers to common questions about CRM call center software:
How does CRM call center software improve customer service?
CRM call center software improves customer service by providing agents with access to unified customer data and interaction history. This information allows agents to personalize interactions and resolve issues more efficiently. The software also helps in tracking customer interactions across channels, ensuring consistency and satisfaction.
What should I consider when integrating CRM call center software?
When integrating CRM call center software, consider compatibility with your existing systems and communication tools. Ensure that the software supports the channels you use, like phone, email, and social media. It’s also important to evaluate the ease of integration and the support provided by the vendor.
How can CRM call center software help with remote work?
CRM call center software supports remote work by offering cloud-based access to customer data and communication tools. It allows team members to work from anywhere while maintaining the ability to manage calls and customer interactions. Features like virtual collaboration tools and remote monitoring enhance productivity for distributed teams.
What security features should I look for in CRM call center software?
Look for CRM call center software that offers data encryption, user authentication, and access controls to protect sensitive customer information. It’s also important to verify that the software complies with relevant data protection regulations, such as GDPR or CCPA, to ensure legal compliance.
How does CRM call center software enhance team collaboration?
CRM call center software enhances team collaboration by centralizing customer data and communication tools. This allows team members to share information and insights easily, leading to more coordinated efforts in customer service. Features like shared notes and task management further facilitate teamwork.
What are the cost considerations for CRM call center software?
When evaluating costs, consider the pricing model, such as subscription-based or pay-per-user plans. Be aware of additional costs for features, integrations, or support services. It’s important to assess the overall value the software provides to ensure it fits your budget and meets your business needs.
What other types of call center software should I use?
There are several different categories of call center software, and the best fit for your business would depend on your specific use case. Some common types of tools include:
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.