20 Best Enterprise Call Center Software in 2024
10 Best Enterprise 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.
Choosing the right enterprise call center software from countless options can be daunting. You want a solution that not only facilitates efficient customer communication across various channels but also provides insightful analytics to improve service quality - and you need to find the right one for your team. I've got you covered. In this post, I use my experience assessing numerous SaaS tools to shortlist the top enterprise call center software.
What is Enterprise Call Center Software?
Enterprise call center software is a tool for managing large-scale customer service operations. It serves businesses looking to enhance their customer support system by providing a unified interface for handling inbound and outbound communications across multiple communication channels. This software typically includes features like automatic call distribution, interactive voice response, call recording, real-time analytics, and integration with other business systems (CRM, help desk software).
The goal is to ensure efficient service delivery for large organizations that require robust, scalable solutions to support customer engagement. These businesses use the software to organize customer communications, ensure swift resolution of queries, and uphold superior customer satisfaction levels. In doing so, they attain improved operational efficiency, heightened customer loyalty, and the ability to employ data-driven approaches for service improvement and performance optimization.
Overviews Of The 20 Best Enterprise Call Center Software
Here’s a brief description of each enterprise call center software that showcases each tool’s best use case, their noteworthy features, and some pros and cons. I’ve also included screenshots to give you a snapshot of their user interface too.
Best enterprise call center software for omnichannel routing
RingCentral Contact Center is a cloud-based customer service solution that provides businesses with a platform to manage customer interactions across various communication channels, including voice, chat, email, and social media.
Why I Picked RingCentral: I selected RingCentral Contact Center for this list because it supports over 30 digital channels, including major mobile and social media messaging apps, and provides a single, integrated platform for all channels. Customers can resolve issues through phone calls with live agents or through self-service and AI chatbots.
Additionally, RingCentral Contact Center offers an AI-First Contact Center called RingCX, which is simple to use and easy to deploy, and a more advanced solution for large-scale enterprise deployments. The platform also uses IVR systems to determine the purpose of inbound calls through automated questions and answers, then forwards the responses to automatic call distributors for proper queuing and assignment to agents. Moreover, RingCentral Contact Center facilitates customer service through features such as omnichannel routing, automatic call distribution, interactive voice response, auto dialer, and workforce engagement management.
RingCentral Contact Center Standout Features and Integrations
Features include review aggregation for analysis and review, skills-based routing, voicemail routing, automatic callback, call deflection, campaign management tools, call blending, compliance risk mitigation, list management, workforce management capabilities, and call recording and monitoring.
Integrations Salesforce, Microsoft Dynamics, Oracle Service Cloud, ServiceNow, Zendesk, SAP Cloud for Customer (C4C), NetSuite, Microsoft Teams, SugarCRM, and MailChimp.
Pros and cons
Pros:
- Ability to forward incoming calls
- Great voice quality
- Email notifications for missed calls and voicemails
- Ability to forward incoming calls
- Great voice quality
- Email notifications for missed calls and voicemails
Cons:
- Occasional lag in the program
- Lack of SPAM call identification and blocking
- Occasional lag in the program
- Lack of SPAM call identification and blocking
Salesforce Service Cloud is a customer service and support application that provides businesses with a set of tools to manage customer interactions and support cases across multiple channels. The platform is designed to give service agents a complete view of the customer and their history, facilitate faster case resolution, and improve customer satisfaction.
Why I chose Salesforce Service Cloud: Salesforce Service enhances service efficiency and scales effective support by providing personalized, AI-powered assistance to customers across various channels. It facilitates the management of service interactions through email, phone, messaging apps, Experience Cloud sites, chat, and text.
Moreover, the platform is designed to route cases to the most suitable service agent and offers intelligent recommendations and actions based on integrated CRM data from the Einstein AI platform. Service Cloud's case management feature also equips agents with the necessary data and tools to support customers on any channel and automates case distribution to expedite and improve resolution accuracy.
Salesforce Service Cloud Standout Features and Integrations
Features include reporting and analytics capabilities, a knowledge base, mobile support, and field service management tools that enable businesses to schedule and manage field service appointments, assign work orders, track technician locations, and optimize service delivery
Integrations include the Salesforce suite, including Sales Cloud, Marketing Cloud, Commerce Cloud, Health Cloud, Financial Services Cloud, and Experience Cloud. Salesforce Service Cloud also integrates with Trello, Mailchimp, HubSpot CRM, and Freshdesk.
Pros and cons
Pros:
- Easy-to-use interface
- Creates personalized customer interactions
- Provides a centralized view of customer data
Cons:
- Occasionally experiences downtimes
- Has some issues with email integration
Nextiva
Best enterprise call center software with workforce management
Nextiva is a unified customer experience management platform that offers a comprehensive suite of tools and features to enhance customer interactions. Its call center software provides a solution designed to support agents in delivering better experiences.
Why I chose Nextiva: I like its AI-powered auto-dialer, which includes predictive, power, and progressive dialing modes. These modes minimize idle time and increase agent productivity by automatically dialing numbers and connecting answered calls to available agents. The platform also supports omnichannel routing, enabling businesses to manage customer interactions across various channels, such as email, chat, and social media, in addition to voice calls.
Additionally, Nextiva has advanced workforce management capabilities. This includes tools for scheduling, forecasting, and real-time monitoring of agent performance. By collecting and analyzing data, Nextiva helps enterprises identify peak times and optimize staffing levels, ensuring that agents are always available when needed.
Nextiva Standout Features and Integrations
Features include advanced IVR, customizable call routing, AI-powered chatbots, dynamic scripting, intelligent virtual assistants, call recording and monitoring, real-time dashboards, speech and text analytics, secure payment processing, and sentiment analysis.
Integrations include Zoho CRM, Zendesk, Salesforce, HubSpot, Microsoft Teams, Microsoft Outlook, Slack, ServiceNow, QuickBooks, SugarCRM, NetSuite, and Oracle Sales Cloud.
Pros and cons
Pros:
- AI features for repetitive tasks
- Team collaboration features
- Detailed analytics and reporting features
Cons:
- Many key integrations only available on higher-tier plans
- Advanced features may be complicated to configure
Best enterprise call center software with AI-powered conversational intelligence
CloudTalk is a call center software with a comprehensive feature set suitable to the needs of large-scale and enterprise businesses. It can facilitate sales and support calls both inbound and outbound, and provides automation and AI capabilities to alleviate, streamline, and create consistency.
Why I chose CloudTalk: This software offers robust capabilities to help you handle high call volumes, such as VIP queues, custom extensions, and call transfers. But what really stands out about it is how it uses AI to improve your operations.
The AI insights help you make sense of your call center performance data and provides helpful, timely suggestions to your agents. It can help predict customer needs so you can take a more proactive approach.
CloudTalk Standout Features and Integrations
Features include power dialer, smart dialer, custom extensions, 3-way calling, call transfers, click-to-call, campaigns, call notes, call tagging, call flow designer, VIP queues, preferred agents, and workflow automation.
Integrations include HubSpot, Zendesk, Intercom, Gong, Pipedrive, Salesforce, Copper CRM, ActiveCampaign, LiveAgent, and Outreach, among others. Additional integrations can be configured with a paid Zapier account.
Pros and cons
Pros:
- User-friendly interface
- Easy setup and short time to value
- Comprehensive 360° customer overview
Cons:
- Limited customization options
- Lacks omnichannel support
Best enterprise call center software for outbound calls & SMS
Squaretalk is an enterprise-grade contact center software that facilitates both outbound calls and SMS communications.
Why I Picked Squaretalk: I added this software to my list because of its flexibility to facilitate both calling and SMS activity. Your team can automate SMS outreach efforts, send reminder texts, and even collect feedback via surveys distributed through text messages. All this in addition to a high-volume outbound sales platform.
Smart tools like skills-based routing to ensure the best possible agent receives every call, and call and callback queuing to ensure timely and well-prioritized responses. The contact center software is cloud-based and can be accessed from in-office and remote work locations alike. Security is a top priority for the company, and GDPR and other security compliance documents are publicly available for prospective buyers.
Squaretalk Standout Features and Integrations
Features include smart predictive dialer, SMS management, custom workflows, contact management, file transfer, lead management, contact sharing, call recording, tracking, disposition, and comparative reporting.
Integrations include Zendesk, Telegram, Freshdesk, Zoho, Hubspot, Salesforce, Mailchimp, and Microsoft Teams.
Pros and cons
Pros:
- Extensive reporting and analytics features
- User-friendly and intuitive interface
- High-level security safeguards
Cons:
- Limited customization options
- No mobile app available
Talkdesk is a flexible call center solution that allows businesses to tailor their call center operations to their specific needs.
Why I picked Talkdesk: One of the cool things about Talkdesk is its use of natural language processing (NLP) technology, which enables the platform to analyze and understand customer conversations in real time. This allows Talkdesk to categorize automatically, route interactions to the most appropriate agent, and provide real-time sentiment analysis to help agents better understand the customer's mood and sentiment.
Additionally, Talkdesk's AI-powered solutions allow for predictive engagement, enabling businesses to proactively reach out to customers and address potential issues before they become problems.
Talkdesk offers a variety of routing and prioritization options, including skills-based routing, priority routing, and intelligent call routing based on customer information and history. It also integrates with various CRM, helpdesk, and other business tools.
Talkdesk Standout Features and Integrations
Features include workforce management tools, employee collaboration tools, omnichannel engagement, customer experience analytics, real-time dashboards, knowledge management, AI trainer, API access, quality management, screen recording, and performance management.
Integrations include Freshdesk, Gong.io, Keap, LiveChat, Nimble, OnePageCRM, Pipedrive, Salesforce, Shift, Slack, Userlike, Zendesk, and Zoho CRM.
Pros and cons
Pros:
- Advanced routing and prioritization options
- Omnichannel communication capabilities
- Highly customizable platform
Cons:
- Limited reporting and analytics capabilities
- Steep learning curve for new users
Twilio is a call center platform for businesses and developers. Users can use Twilio’s communication APIs to send a text message, start a chat, or get on a call with customers.
Why I picked Twilio: Twilio is a customer data platform (CDP) that allows businesses to collect, unify, and activate customer data from various sources. It provides a single customer view, allowing companies to understand their customers better and create personalized experiences. With easy-to-use APIs and integrations, Twilio helps businesses implement a data-driven approach to customer engagement.
Twilio's platform is ideal for businesses that manage large volumes of customer interactions across various channels. With standout features such as flexible APIs, automatic call distribution, and real-time reporting, Twilio enables call centers to optimize their operations and provide excellent customer experiences.
Twilio Standout Features and Integrations
Features include text-to-speech, call transcription, agent activity, queued callback, call transfers, call routing, speech recognition bot, smart voice assistance, audio and voice conferencing, and call monitoring.
Integrations include NetSuite Oracle, Pipedream, Replicant, Symbl, Zendesk, and Zapier.
Pros and cons
Pros:
- Flexible pricing plans
- Extensive integrations
- Good reporting features
Cons:
- Requires knowledge of APIs
- Limited customer support
Dialpad
Best enterprise call center software for AI-powered voice intelligence technology
Dialpad is a cloud-based communication platform that offers a range of voice, video, and messaging tools to help businesses improve their customer experience. It provides a single platform for managing your team, customer interactions, calls, meetings, and messages.
Why I picked Dialpad: The best aspect of Dialpad is the assistance it provides to support agents. The built-in AI transcribes calls and offers real-time insights to agents during calls. For example, it informs the agent if they are talking too fast.
In addition, Dialpad provides several helpful features for managers, such as real-time customer sentiment so managers can understand which agent needs help. It also provides post-call summaries to help managers understand agent performance.
Dialpad Standout Features and Integrations
Features include flexible call routing, interactive voice response, real-time speech analysis, automated voicemail and callback, live caller sentiment, real-time coaching, and quality management.
Integrations include AutoReach, Clio, DataGrail, Domo, Gong, HappyFox, Helpwise, HubSpot, Intercom, Kizen, Microsoft Teams, Recruitly, Salesforce, Wingman, and Zapier.
Pros and cons
Pros:
- Helps managers provide real-time feedback to agents
- Simple and modern interface
- Integrates with popular business tools
Cons:
- Limited customization options for call routing
- Occasional connectivity issues
Five9 is call center software that serves as a one-stop shop for all contact center needs. In addition, the software helps users manage their inbound and outbound communication needs.
Why I picked Five9: The AI functionality of Five9 automates routine tasks and improves agents' productivity. For example, the Intelligent Virtual Agent provides answers to frequently asked questions, schedules appointments, provides automated card payment processing, and more. The Agent Assist transcribes calls and provides agents with suggested responses, product recommendations, and upsell/cross-sell opportunities, among other things.
Its features, including predictive routing, AI-powered agent assist, comprehensive reporting, and analytics, make it an ideal solution for large-scale customer service operations. The platform's flexibility and scalability allow it to accommodate the needs of businesses of all sizes, while its integration with other systems and applications helps to improve efficiency.
Five9 Standout Features and Integrations
Features include an outbound dialer, omnichannel routing, lead management, intelligent virtual assistant, natural language processing, call tracking, dashboards and reports, call disposition, data import and export, and VoIP.
Integrations include Balto, Chatdesk, Freshdesk, Fuze, Gong, Logicbox, MarketSharp, Microsoft Teams, Ring Central, Salesforce, Sugar Sell, ServiceNow, Zendesk, and Zoom Phone.
Pros and cons
Pros:
- Extensive integrations
- Provides real-time call transcription
- Good predictive dialing feature
Cons:
- Doesn’t offer a ticketing feature
- The interface can be challenging to navigate
Best enterprise call center software for automation and self-service needs
Avaya Experience Platform is a business communication software that provides a single dashboard for managing multiple support channels, such as calls, chat, video, messaging, and more.
Why I picked Avaya Experience Platform: Avaya Experience Platform's self-service and automation feature allows businesses to automate routine customer interactions and provide self-service options to customers. One of the key components of Avaya's self-service and automation feature is its AI-powered virtual assistant.
The virtual assistant uses natural language processing to understand and respond to customer inquiries, providing a personalized and efficient support experience. It can handle routine tasks such as updating account information, providing product information, and answering frequently asked questions, freeing up live agents to handle more complex issues.
The platform also offers AI speech analytics and a noise removal feature, which helps improve the accuracy and quality of customer interactions. For example, it automatically analyzes and transcribes audio recordings and removes background noise to provide a clear audio recording. This feature uses advanced AI and machine learning algorithms to identify and extract insights from customer interactions, helping businesses better understand their customers' needs and preferences.
Avaya Experience Platform Standout Features and Integrations
Features include AI speech analytics and noise removal, attribute-based routing, workforce engagement tools, automation, self-service tools, automatic call distribution, call center management, performance management, and real-time reporting.
Integrations include CallTools, Cherwell Service Management, Creatio CRM, LogicBox, Sagicc, Tigerpaw Software, WebRezPro, XM Connect, and Zoho CRM.
Pros and cons
Pros:
- Flexible deployment options
- Automation and self-service options
- Advanced AI-powered capabilities
Cons:
- Implementation and setup can be complex
- Can be costly for small businesses
The Best Enterprise Call Center Software Summary
| Tools | Price | |
|---|---|---|
| RingCentral Contact Center | From $24.99/user/month | Website |
| Salesforce Service Cloud | From $25/user/month (billed annually) | Website |
| Nextiva | From $20/user/month, (billed annually). | Website |
| CloudTalk | From $25/user/month (billed annually) | Website |
| Squaretalk | From $15/user/month | Website |
| Talkdesk | From $75/user/month | Website |
| Twilio | $1/user/hour or $150/user/month | Website |
| Dialpad | From $20/user/month. | Website |
| Five9 | From $149/month; Custom plans are also available | Website |
| Avaya Experience Platform | Pricing upon request | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareOther Options
Here are a few more worthwhile options that didn’t make the best enterprise call center software list:
How I Selected the Best Enterprise Call Center Software
To create a list of the best enterprise call center software, I created an exhaustive list of enterprise call center software based on customer reviews and ratings. I picked the ones with positive user reviews.
Then, I created a selection criteria on which I assessed each tool. By evaluating each software based on these criteria, I was able to narrow down the list to the software solutions that stand out from the rest in terms of features, usability, scalability, and customer support.
Selection Criteria
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best enterprise call center software for this article.
Usability
The software should provide good customer support, educational resources, and training. It should also have a simple and intuitive interface so that agents can handle support queries efficiently.
Standout Features
I evaluated the features offered by each call center software, including automatic call distribution, IVR, self-service options, omnichannel support, real-time reporting and analytics, integration with other systems, and more.
Software Integrations
I looked at how easily the call center software can integrate with other systems such as a CRM, help desk, or marketing automation tools. I considered how easy it was to connect with other tools and whether the software provided pre-built integrations.
Pricing
I considered the pricing models of each call center software and the value for money they offer. Then, I analyzed whether the price was appropriate for the features. Also, I evaluated if the pricing was clear and transparent. For a deeper dive into pricing structures, read our article on how call center software is priced.
People Also Ask
Below, I have addressed the most frequently asked questions about enterprise call center software.
What is enterprise call center software?
Enterprise call center software is a software solution that helps enterprises manage their inbound and outbound customer service operations. It provides an integrated platform for managing customer interactions across multiple channels, including voice, email, chat, and social media. In addition, there are on-premise, cloud, and hybrid software solutions, depending on the company’s requirements.
Related Read: What Is A Cloud Contact Center: Is It Worth Switching?
What are the benefits of call center software?
There are several benefits of call center software, including:
- Improved customer experience: Call center software enables companies to handle customer inquiries, issues, and complaints promptly and efficiently, leading to a better overall customer experience.
- Increased efficiency and productivity: With features like automatic call distribution (ACD) and interactive voice response (IVR), call center software can route calls to the most appropriate agent, reducing wait times and increasing the efficiency of call handling.
- Better data management and analysis: Call center software provides analytics and reporting tools to help businesses track and analyze call data, providing insights into customer behavior, agent performance, and overall call center performance.
- Improved workforce management: Call center software helps manage and optimize staffing levels, shift scheduling, and other workforce management tasks, ensuring that the call center is operating at peak efficiency.
- Enables omnichannel support: Call center software enables companies to provide support through various channels, including phone system, email, chat, and social media.
- Cost savings: By automating call routing and other call center processes, call center software can reduce the need for manual intervention, resulting in cost savings for the business.
- Integration with other business systems: Call center software can integrate with other business systems, such as CRM, helpdesk, or marketing automation tools, providing a seamless customer experience and enhancing overall business efficiency.
What are the key features of call center software?
The essential features of call center software include the following:
- Automatic call distribution (ACD): ACD automatically routes incoming calls to the most appropriate agent based on agent availability, skills, and workload.
- Interactive voice response (IVR): IVR allows customers to interact with an automated system using voice or touch-tone commands to reach the most appropriate agent or self-serve option.
- Call recording: Call recording allows businesses to record and store customer interactions for quality assurance and training purposes.
- Analytics and reporting: It provides analytics and reporting tools to help businesses track and analyze call data, providing insights into customer behavior, agent performance, and overall call center performance.
- Multi-channel support: Call center software enables businesses to provide support through various channels, including phone, email, chat, and social media.
- Real-time monitoring: Real-time monitoring allows supervisors to track and manage agent performance in real-time, providing immediate feedback and coaching to improve performance.
- Call queuing and callback: Call queuing allows businesses to manage high call volumes, while callback features enable customers to request a call back from an agent when they are available.
- Outbound calling: Outbound calling features enable call centers to make outbound calls to customers, such as for sales, follow-ups, or appointment reminders.
Choose the tool best suited for your needs
Each call center software listed in this article provides the essential features call centers need to thrive. At the same time, they offer unique features that differentiate them from the rest. So, the software you choose should depend on your specific business needs.
I hope this list helped you in your search for enterprise call center software. If you’d like to learn more about such tools or get the latest insights on customer experience, then sign up for The CX Lead newsletter.
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