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Phone calls are one of the oldest forms of customer support. But providing phone support comes with many challenges, especially for enterprises. This includes high call volumes, long wait times, inconsistent customer service, and lack of scalability. 

Enterprise call center software can help you solve these problems. It will help you provide omnichannel support to your customers, integrate with other enterprise systems, and enable automatic call distribution. I have researched, analyzed, and compiled a list of the best enterprise call center software to cut down your research time.

If you have general questions about how enterprise call center 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 Enterprise Call Center Software below.

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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.

1

CloudTalk

Best enterprise call center software with AI-powered conversational intelligence

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
439 reviews

14-day free trial

From $25/user/month (billed annually)

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

  • User-friendly interface
  • Easy setup and short time to value
  • Comprehensive 360° customer overview

Cons

  • Limited customization options
  • Lacks omnichannel support
2

Talkdesk

Best enterprise call center software for AI-powered support

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
2439 reviews

Free demo available

From $75/user/month

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

  • Highly customizable platform
  • Omnichannel communication capabilities
  • Advanced routing and prioritization options

Cons

  • Steep learning curve for new users
  • Limited reporting and analytics capabilities
3

Twilio

Best enterprise call center software for customer engagement

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
393 reviews

5000 free active hours

$1/user/hour or $150/user/month

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

  • Good reporting features
  • Extensive integrations
  • Flexible pricing plans

Cons

  • Limited customer support
  • Requires knowledge of APIs
4

Dialpad

Best enterprise call center software for AI-powered voice intelligence technology

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
1853 reviews

Free trial available

From $20/user/month

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

  • Integrates with popular business tools
  • Simple and modern interface
  • Helps managers provide real-time feedback to agents

Cons

  • Occasional connectivity issues
  • Limited customization options for call routing
5

Five9

Best enterprise call center software for cloud-based contact

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.1
418 reviews

Free demo available

From $149/month; Custom plans are also available

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

  • Good predictive dialing feature
  • Provides real-time call transcription
  • Extensive integrations

Cons

  • The interface can be challenging to navigate
  • Doesn’t offer a ticketing feature
6

NICE CXone

Best enterprise call center software for omnichannel customer experience management

Free demo available

Pricing upon request

NICE CXone is a comprehensive cloud contact center solution that manages omnichannel customer interactions. It has powerful features like analytics, automation, and workforce optimization.

Why I picked NICE CXone: An impressive feature of NICE CXone is its automation capabilities. The software provides various automation tools, including chatbots, virtual assistants, and robotic process automation (RPA), that can handle routine inquiries and tasks, freeing agents to focus on more complex issues. 

This automation improves efficiency, reduces costs, and enhances the customer experience by providing instant responses and 24/7 availability. Moreover, NICE CXone's automation tools are designed to work with human agents, enabling them to pick up where the automation leaves off and provide personalized service.

NICE CXone Standout Features and Integrations

Features include conversational AI and chatbots, interactive voice response (IVR), knowledge management, self-service analytics, automatic call distribution (ACD), AI routing, predictive dialer, digital and voice channels, workforce management, call and screen recording, and sales performance management.

Integrations include Amazon Lex, Google Dialogflow CX, Google Dialogflow ES, Google Transcription Service, IBM Watson Assistant, Microsoft Azure, Microsoft Azure Transcription Service, and SmartAssist.

Pros

  • Scalable and cloud-based solution
  • Strong security and compliance features
  • Customizable workflows

Cons

  • Steep learning curve for beginners
  • Some users have reported issues with system stability
7

LiveVox

Best enterprise call center software for customizable reporting options

Pricing upon request

LiveVox is a cloud-based call center software solution that helps mid-sized to large enterprises manage inbound and outbound call center operations.

Why I picked LiveVox: The reporting feature provides real-time and historical data on key call center metrics, such as agent performance, call volume, and call disposition. This allows managers to track the success of their campaigns, monitor agent productivity, and identify areas for improvement. The platform also includes customizable dashboards and advanced analytics tools that enable businesses to dig deeper into their data and gain actionable insights to inform strategic decision-making.

LiveVox's customizable workflows, advanced reporting, analytics features, and integration with other cloud-based tools make it a powerful solution for managing complex call center operations. And the platform's cloud-native architecture enables businesses to scale their operations quickly and easily without costly infrastructure investments. 

LiveVox Standout Features and Integrations

Features include outbound voice, automated dialing system, human call initiator, IVR, ACD, agent scripting, ticketing, knowledge center, secure payment capture, unified CRM, configurable agent desktop, virtual agents, chatbots, workflow routing, workforce management, power dialer, mobile app, and screen recording.

Integrations include AWS, Avaya, CallMiner, Cresta, Google, Jack Henry, Prodigal, Salesforce, SuccessKPI, Twilio, and Verint.

Pros

  • Cloud-native architecture
  • Customizable workflows
  • Advanced reporting and analytics

Cons

  • Reliance on internet connectivity
  • Limited support options
8

Exotel

Best enterprise call center software for businesses in various industries

7-day free trial available

From $200/month

Exotel is a secure and scalable cloud communication solution for enterprises. It powers companies across industries such as BFSI and NBFC, healthcare, ecommerce, ed-tech, automobile, and logistics.

Why I picked Exotel: Exotel places a strong emphasis on privacy and security, implementing measures to protect its users' data and prevent unauthorized access. The platform complies with various international data privacy regulations such as GDPR and CCPA and employs end-to-end encryption for all calls and messages. In addition, Exotel provides users with granular control over their data, allowing them to manage access and permissions at the user and group levels.

Exotel is ideal for enterprises that require a reliable and scalable communication platform for their call center operations. The platform offers advanced features like intelligent call routing, IVR, and automatic call distribution.

Exotel Standout Features and Integrations

Features include multi-level IVR, real-time notifications, unlimited channels, call recording, visual drag-drop dashboard, real-time call reporting, call analytics, calls, SMS, missed call services, and conditional call routing.

Integrations include Bitrix24, CleverTap, Cogno, EngageBay, Enrichr, Freshdesk, HubSpot, Shopify, vtiger, WebEngage, WhatsApp, and Zoho.

Pros

  • Advanced call center features
  • Strong emphasis on data privacy and security
  • Detailed analytics and reporting capabilities

Cons

  • Limited documentation and learning resources
  • Certain features may require technical expertise
9

Aspect Unified IP Contact Center

Best enterprise call center software for inbound and outbound communications

Pricing available upon request

Aspect Unified IP Contact Center is a call center software solution offering various features and capabilities to enhance the customer experience.

Why I picked Aspect Unified IP Contact Center: One of the best features of Aspect Unified IP Contact Center is its patented Zipwire WebRTC technology, which enables voice and video calls to be handled directly through a web browser, eliminating the need for users to download any additional software. 

This feature saves time and resources and provides a seamless and convenient communication channel. Additionally, the software offers advanced speech analytics capabilities, allowing businesses to analyze customer interactions and identify critical insights to improve call center performance and customer satisfaction.

Aspect Unified IP Contact Center Standout Features and Integrations

Features include inbound voice calls, outbound voice calls, digital channels, customer self service, workforce optimization, customer experience management, and intelligent digital assistants.

Integrations include Alvaria, Axians, Cisco, NICE, and Promero.

Pros

  • Intelligent routing
  • Scalable solution
  • Real-time monitoring and reporting

Cons

  • Challenging to set up
  • Some users report integration issues
10

Altitude Xperience

Best enterprise call center software for personalized customer journeys

Free demo available

Pricing available upon request

Altitude Xperience is ideal for businesses that manage high-volume inbound and outbound communications. It best serves medium to large-sized organizations in various industries, such as telecommunications, finance, healthcare, and government.

Why I picked Altitude Xperience: Altitude Xperience's self-service IVR feature enables customers to interact with the system using their voice, touch-tone input, or a combination of both. The IVR system offers personalized menus and prompts that guide customers to the information they need, reducing the need for live agent intervention. This feature is great because it helps businesses save time and resources while offering their customers a more efficient and satisfying experience.

Altitude Xperience also offers other noteworthy features, such as multi-channel support, a predictive dialer, and a powerful scripting engine. The multi-channel support enables businesses to manage customer interactions across multiple channels. 

The predictive dialer automatically dials a list of phone numbers and connects only answered calls to available agents, reducing idle time and increasing productivity. Finally, the scripting engine enables businesses to create and customize agent scripts for different types of interactions.

Altitude Xperience Standout Features and Integrations

Features include agent interface. alerts or escalation, appointment management, auto-dialer, automated routing, blended call center, call center management, chatbot, collaboration tools, email management, feedback management, gamification, and inbound call center.

Integrations include LiveChat.

Pros

  • Provides multi-channel support
  • Offers predictive dialer feature
  • Provides real-time monitoring and reporting

Cons

  • Limited customization
  • Some users report integration issues

The Best Enterprise Call Center Software Summary

Tool Trial Info Price
1
CloudTalk

Best enterprise call center software with AI-powered conversational intelligence

14-day free trial

From $25/user/month (billed annually) Website
2
Talkdesk

Best enterprise call center software for AI-powered support

Free demo available

From $75/user/month Website
3
Twilio

Best enterprise call center software for customer engagement

5000 free active hours

$1/user/hour or $150/user/month Website
4
Dialpad

Best enterprise call center software for AI-powered voice intelligence technology

Free trial available

From $20/user/month Website
5
Five9

Best enterprise call center software for cloud-based contact

Free demo available

From $149/month; Custom plans are also available Website
6
NICE CXone

Best enterprise call center software for omnichannel customer experience management

Free demo available

Pricing upon request Website
7
LiveVox

Best enterprise call center software for customizable reporting options

Not available

Pricing upon request Website
8
Exotel

Best enterprise call center software for businesses in various industries

7-day free trial available

From $200/month Website
9
Aspect Unified IP Contact Center

Best enterprise call center software for inbound and outbound communications

Not available

Pricing available upon request Website
10
Altitude Xperience

Best enterprise call center software for personalized customer journeys

Free demo available

Pricing available upon request Website

Other Options

Here are a few more worthwhile options that didn’t make the best enterprise call center software list:

  1. Ameyo

    Best enterprise call center software for outbound call campaigns

  2. Avaya Experience Platform

    Best enterprise call center software for automation and self-service needs

  3. Genesys Cloud CX

    Best enterprise call center software for workforce engagement management

  4. LiveAgent

    Best enterprise call center software and help desk management

  5. Aircall

    Best for a scalable solution with advanced call routing and integration capabilities

  6. Salesforce Service Cloud

    Best for businesses looking for a comprehensive CRM and call center solution in one

  7. Ooma

    Best for businesses that require an affordable solution with advanced call management and analytics features

  8. Ozonetel CloudAgent

    Best for advanced IVR and virtual assistant capabilities

  9. Vonage Contact Center

    Best for international call center operations

  10. Amazon Connect

    Best for a cloud-based, pay-as-you-go solution with advanced AI

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.

People Also Ask

Below, I have addressed the most frequently asked questions about enterprise call center software.

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.

Related List of Tools: Best Inbound Call Center Software

By Hannah Clark

Hannah Clark is the Editor of The CX Lead. After serving over 12 years working in front-line customer experience for major brands, Hannah pivoted to a career in digital publishing and media production. Having gained a holistic view of the challenges and intricacies of delivering exceptional experiences, Hannah aims to help CX practitioners 'level up' their skills by amplifying the voices of today's thought leaders in the space.