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您的全堆栈呼叫中心软件准备就绪

毫不费力地通过所有渠道和客户互动。基于云计算的全渠道呼叫中心软件LiveAgent可以为您的客户提供可靠且个性化的服务。 我们的VoIP(互联网语音协议)呼叫中心电话系统配备了先进的功能,比如IVR,回呼请求,ACD,智能呼叫路由,呼叫转移,无限制的呼叫记录,以及高级视频通话 – 而这只是一个开始。
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您帮助台中的呼叫中心软件

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LiveAgent | Call center software in your helpdesk | Live Agent02:03Youtube video: LiveAgent | Call center software in your helpdesk
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什么是呼叫中心软件?

呼叫中心软件解决方案是允许呼叫中心代理处理入站式和出站式呼叫的系统。这些解决方案适合于更个性化的客户关系管理并提供快速的客户支持。

呼叫中心软件演示

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Call Center Software Demo | LiveAgent | Live Agent04:40Youtube video: Call Center Software Demo | LiveAgent
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探索我们的虚拟呼叫中心软件

通过免费的LiveAgent试用来体验我们的关键功能,看看它是什么样的,用我们的解决方案来提供专业的服务。用我们强大的工具轻松建立一个呼叫中心,添加VoIP号码或配置IVR

创建个性化的客户体验,通过LiveAgent

我们的联络中心工具可以帮助您创建最终的客户参与平台,并帮助您提高客户的忠诚度。通过我们的帮助台解决方案向您的客户展示惊人的支持,并快速解决时间紧张的问题。

超越客户的期望

  • 为客户创造个性化的体验
  • 提高客户交互的质量
  • 提供无缝式的客户之旅
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您的呼叫中心解决方案的完整概览

通过我们的一体化解决方案,轻松管理客户支持中心的运营。通过LiveAgent使您的呼叫中心的生产效率达到最高水平,并提高与客户交互的质量。

基于云的呼叫中心软件功能​​

强大的功能帮助您改善电话沟通,并提供卓越的客户体验。

内部呼叫

内部呼叫是一个功能,允许您在需要的情况下与您的同事在他们值班的时候沟通,或者允许您转移呼叫。 了解更多

全渠道帮助台软件

我们的全渠道呼叫中心软件可以处理多个渠道 – 我们的呼叫中心,Facebook,Instagram,Twitter,Viber,实时对话,客户门户,电子邮件等等。 了解更多

一键呼叫和一键邮件功能

我们的网络呼叫中心可以呼叫任何网络号码。点击您想要呼叫的号码,然后LiveAgent将完成剩下的工作。它还可以使用一键邮件协议。 了解更多

呼叫转移

我们的呼叫中心已经实装了转移功能。指定转移功能提高了客户满意度,并确保来电者在电话结束前联系到代理。 了解更多

VoIP呼叫中心电话系统

LiveAgent呼叫中心通过SIP中继与超过99%的VoIP提供商进行了集成。没有看到您喜欢的VoIP合作伙伴?联系我们,我们很高兴将它添加到我们的名单中。 了解更多

回呼功能

通过让客户在他们没有时间等待或代理太忙无法回复时请求回拨,提高客户满意度。 了解更多

出站式呼叫中心软件

通过我们的人工出站式呼叫中心向您的客户提供支持。改善客户关系,优化对外的客户互动。 了解更多

呼叫路由到个人设备

代理可以选择将来电路由到个人设备上,比如移动电话。使用我们的软件通过转移到GSM电话号码或者我们的LivePhone应用程序来进行呼叫转移。 了解更多

支持多个呼叫设备和呼叫号码

用您的呼叫中心解决方案连接无限制的呼叫设备和电话号码。LiveAgent与硬件和虚拟呼叫设备(比如软件设备)兼容。 了解更多

全渠道代理台

LiveAgent的一体化呼叫中心解决方案提供了一个信息丰富的界面。在接听呼叫和寻找客户数据之间为呼叫中心提供过渡。 了解更多

本地和第三方的CRM集成

您的联络中心空间可以确保您的代理在任何时候都可以通过我们的三个CRM集成之一提供个性化服务。您也可以使用我们的本地CRM工具。 了解更多

计算机电话集成 (CTI)

将您的计算机,笔记本电脑和硬件电话与LiveAgent集成。轻松接听并进行呼叫,同时为您的客户提供强大的客户支持。 了解更多

应用程序内通知推送

在LivePhone应用程序中启用通知推送,每当有对话铃声,来电或收到Ticket时,它就会以推送通知的形式提醒您。 了解更多

呼叫日志

回顾您与代理的通话记录,包括已拨打,已接到,已接听或未接听的呼叫。通过呼叫日志和历史记录功能获取客户历史的完整信息。 了解更多

交互式语音响应 (IVR)

LiveAgent呼叫中心软件支持IVR树。录制您自己的消息或者上传预先录制好的文件到您的LiveAgent语音响应系统中,以实现智能路由。 了解更多

自动呼叫分配 (ACD)

我们的呼叫中心应用程序会根据代理的优先级或随机分配机制来分配呼叫。或者您可以根据自己的偏好进行设置,以及进行自定义设置,比如暂停时间。 了解更多

呼叫记录

获取客户历史记录的完整信息,无限制的呼叫记录会存储每一个呼叫。随时播放它们,看看如何提供卓越的客户体验。 了解更多

软件电话

我们的业务呼叫中心软件与诸多云VoIP电话系统兼容。将它们连接到您的LiveAgent呼叫中心,并使用您喜欢的设备进行呼叫。 了解更多

入站式呼叫中心软件

我们全面的呼叫中心解决方案可以管理多个设备的呼叫。每当有人试图拨打任何号码时,系统都会通知您。 了解更多

内置的知识库

提供7天24小时的支持,提高客户满意度,哪怕是您的代理离线。使用我们的知识库进行离线支持。 了解更多

历史报告

使用我们的历史报告,以改善您的客户服务。使用图形或者图标,以任何您想要的方式分割您的数据。保持对呼叫和空闲时间等的追踪。 了解更多

视频呼叫软件

我们基于网站的呼叫中心软件使呼叫中心代理能够与客户进行视频对话。视频通话支持视频、语音和对话,但不具备录音功能。 了解更多

快速解决方案

更快地与客户连接

LiveAgent呼叫中心很容易设置,也很容易使用。因为与我们的Ticketing系统完全集成,您可以更快地拨打和接听呼叫。较短的平均到达时间可以帮助您更快地解决问题。

  • 提供更快的支持,减少等待,创造更快乐的客户
  • 在个人层面上及时解决客户问题
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20s

平均触达时间

将您的多渠道Ticketing软件与您每天使用的应用程序集成。我们通过插件提供了超过150个集成。

更好的触达

扩大您的影响力,提高您的支持能力

呼叫仍然是最受欢迎的求助方式之一,这使得呼叫成为了满足客户需求的最快的方式之一。获得最受欢迎的客户沟通渠道,接触更多的客户。

  • 为您的帮助台建立一个受欢迎的客户沟通渠道
  • 接触更多客户,解决更多问题,提高ROI
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50 %

客户选择呼叫

您的客户群体中有一半人可能会等着给您打电话,而不是发送邮件。即使是几条电话线路也可以提高客户满意度。

优质服务

提供优质的客户服务

用真实的对话和理解来解决个人层面的问题。呼叫可以帮助您在不同的层面上与客户打交道,同时让您避免通过电子邮件进行冗长的交谈。您也可以使用视频通话。

  • 通过呼叫来亲自解决时间紧张的问题
  • 添加视频通话和客户进行面对面通话
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70 %

平均解决率 研究表明,呼叫是解决问题最可靠的渠道之一。升级您的工具集合,以处理时间紧张的问题或与重要的客户的呼叫。

节省更多通过呼叫中心软件

获得能为您带来最大价值的云呼叫中心软件。使用我们的价格计算器来比较功能以及每个用户每月的价格。

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现在就开始使用LiveAgent!

尝试我们提供的14天免费试用

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  • ✓ 7天24小时客户服务
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超过60个VoIP提供商集成
与LiveAgent

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使用LiveAgent呼叫中心软件保持安全性

LiveAgent的呼叫中心软件兼容GDPR,HTTPS加密,并通过了谷歌的OAuth API验证审核。

产品安全

我们基于云的VoIP呼叫中心软件运行在使用HTTPS协议的安全连接上。浏览器和云呼叫中心之间的所有沟通都是加密的,包括实时对话、呼叫中心呼叫,和电子邮件沟通。

数据中心安全

LiveAgent的服务器托管在III+或IV级,或PCI DSS,SSAE-16,或ISO 27001兼容设施上。我们的数据中心设施处在一个安全的位置,有多级安全区域,7天24小时有人值守,闭路电视视频监控,以及多重识别等等。

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网络安全

我们的网络受到冗余防火墙,一流路由器技术,公共网络上的HTTPS传输以及网络入侵检测和/或防御技术(IDS/IPS)的保护,这些技术可以监控和/或阻止恶意流量和网络攻击。

提供支持通过所有重要的
客户渠道

LiveAgent social media support

我们的集成可以帮助您获得社交性,并在重要的社交渠道上提供个性化的客户体验。我们的Ticketing系统支持您与Facebook,Instagram和Twitter实现无缝式集成。您甚至可以用我们的Viber集成来处理短信沟通。

LiveAgent's live chat in real time

通过我们的实时对话提供卓越的客户体验。它是最快的实时对话工具之一,可以很容易地集成到您的网站中。建立有意义的客户关系,把网站访问者变成客户。我们的对话可以帮助您减少处理时间,并成为任何代理的工作空间中的一个有价值的工具。

用全面的知识库来丰富您的呼叫中心空间。为那些喜欢自己寻找解决方案的客户轻松创建有用的文章、信息部分和DIY指南。提供常见问题的回答,或者创建论坛,让人们可以在上面联系代理或其他客户以寻找支持。

先进的Ticketing系统,轻松处理客户服务操作。所有的数字化渠道都连接在一起,所以您可以在一个地方轻松看到所有的客户对话。使用标签将Ticket组织起来,为自己或其他代理留下备注,并创建负责特定问询的部门。

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A complete guide to the best call center software

In the realm of customer service, having reliable call center solution software can be a key to your success. In the following article, we’re going to have a look at the ins and outs of various call center platforms and systems, so you can decide which one is the best for you.

How does a call center software work?

Call center software is, first and foremost, a call management tool that automates the flow of incoming and outgoing calls.

The quality of call center support you provide is closely tied to the quality of the call center system you use.

This type of software usually facilitates the following operations:

  • checking the company database to identify the caller
  • matching the caller to their CRM profile if there is one, and displaying their information to the customer support agent
  • queuing incoming calls – this depends on the software’s configuration (IVR, ACD, etc.)
  • facilitating the phone interaction between the customer and the agent
  • based on the outcome of the conversation, the software allows the agent to change the status of the ticket
  • enabling the completion of all the post-call activities – changing customer details, logging the interaction into other company applications, etc.

Of course, these are not all of the call center operations this type of software enables. Most of the automated call center software out there has additional capabilities like call recording, providing analytics, power dialer, etc.

Why use call center solution?

Call center software allows your customers to reach the customer care department as well as members of your sales team and talk to them in real-time. Although some may argue that in this modern age there are other ways to contact a business, the fact is that 50% of customers of different age groups still use phones to resolve their inquiries.

All customer-centric businesses are aware that providing a superior customer experience is what drives conversion, helps close deals, and reduces customer churn. Reliable call center software aids in this department tremendously. It allows your customer service agents to resolve customer issues quickly and efficiently while providing a high level of personalized service.

Having your callcenter solution integrated with other business apps will streamline the operations of your call center. And in turn, you will boost your KPIs, increase conversions, enhance customer retention, and provide better service.

Who uses call center software?

Every call center uses some type of call center system regardless of if it is only for its computer telephony integration (CTI) feature to make and receive calls, or for the modern automated experience.

As the contact center software market continues to grow and evolve, different contact centers have different needs and requirements for call center applications. Therefore, it’s crucial that you carry out research and evaluate which call center software solution is the one that will benefit your business the most.

Types of call center software

Because call centers can be so diverse, there are various types of call center software to accommodate everybody’s needs.

Following are the call center solutions based on how their technologies get stored:

  • Hosted call center solutions – the software is handled by the provider
  • Cloud call center software solutions – the call center software with all its technology is stored in the cloud and hosted by a vendor
  • On-premise call center solutions – all the necessary technology is located on-premise

And these are the call center solution types based on their operations:

  • Inbound call center software – allows companies to manage incoming calls
  • Outbound call center software – enables businesses to reach out to their potential customers and prospects via cold calling, customer surveys, etc.
  • Blended call center software – this type of call center software allows the agents to make both inbound and outbound calls and handle customer queries across multiple communication channels

Benefits of call center software

Let’s have a look at some of the benefits a call center system can bring to your business.

Excellent customer experience

The truth of the matter is that picking up a phone and talking to an expert is way quicker and easier than writing long emails trying to come to a solution. Customers appreciate their inquiries resolved quickly without the need to wait hours, sometimes days, for a response from your customer service team. Sprinkle in a bit of personalized care and friendliness from the staff, and you’re looking at satisfied customers who look forward to doing business with you again.

Increased conversions

Did you know that engaged customers buy 90% more frequently and are willing to spend more per transaction? Reliable call center software helps keep your clients satisfied and engaged with your business.

Cost-efficient

With call center agent software, you’re paying a lower price for a robust set of features. You can easily operate a 24/7 contact center handled entirely by a remote team of customer care reps.

Improved customer service management

Working hand-in-hand with other business applications, call center software enables you to always stay on top of your customer interactions, solutions to their issues, and more. It helps your team stay organized and focused even on busy days.

Builds rapport with customers

It’s necessary to keep up a professional, but still friendly image. It allows you to build relationships with your customers and even boosts the word of mouth marketing.

Multichannel support

Various call center software can be connected to email, live chat, SMS, social media, and more to help you provide a holistic customer experience.

Enhanced productivity

Not only can you provide a 24/7 service, but also advanced features like interactive voice response (IVR), automatic call distribution (ACD), automatic callback, skill-based routing, and predictive dialer boost the productivity of your contact center agents.

Better security

Keeping customer data safe is one of the most important aspects of running a successful business. Most call center software provides integrated security features and performs actions like instant cloud backup.

Higher KPIs

Call center metrics like average handle time (AHT), first contact resolution rate, call abandonment rate, average hold time, and many others are directly correlated to the call center phone software you use. For example, thanks to your call center system being connected to customer relationship management (CRM), the first contact resolution rate in call centers is between 70-75%.

Call analytics

The more insights you can get, the better. Providing advanced analytics and reports allows you to study call center performance, agent utilization, the average speed of answer, and others. This not only helps you optimize your call center operations but also identifies any outliers among your agents.

How to choose the best call center software

To be able to identify the top call center software for you, it is recommended to write a list of needs and requirements for your contact center solution.

Do you want to add phone support to your contact options? Are phone interactions a primary way to contact your business? Do you plan on expanding your call center in the future?

Ask yourself as many questions as you can come up with. It will help you make more educated decisions and choose call center software that will truly encompass all your business needs.

Following are some strategies that you can use when picking the call center management software for you.

Support

Nobody expects to run into issues, but it’s better to be safe than sorry. When choosing call center software, go for one that has reliable customer support that can quickly solve any potential issues. Keep in mind that if you’re waiting for the provider’s support, your customers may be waiting for yours.

Security

Have a really good look into how robust the security features are. You don’t want to underestimate the importance of keeping all private information and customer data safe and secure.

Ability to scale up/down

It’s only natural that when your business grows, so does the volume of customer interactions. Pick a call center system that you can scale up or down based on your needs so you can expand your business without having to worry about insufficient call center capabilities.

Software limitations

No software is perfect. There are some limitations you will have to deal with, no matter how robust or expensive the software you choose is. Maybe it’s missing a customizable popular feature you’d like to explore. Or maybe the fact that there is no real-time monitoring of phone calls is a problem for you. Decide which software limitations are dealbreakers and which ones you can learn to live with.

Collaboration options

In a contact center environment, your team has to be able to work together seamlessly. When choosing call software, look at the features that facilitate collaboration. How easy it is to transfer a call from one agent to another? Are they able to share internal notes and make internal calls or send internal messages? Features like these tend to get overlooked but they affect contact centers’ productivity more than people realize.

Network reliability

Your day-to-day operations in call centers greatly depend on how reliable the network you use is. Don’t forget to check the network reliability of the contact center software you consider purchasing.

Integrations

Being able to provide a unified experience to your customers is what makes a difference. Offering a great integration capability is what makes it possible for your software to connect with different sites so you can create a smooth and consistent experience for your clients.

Top 25 providers of call center platforms

1. LiveAgent

LiveAgent Call Center software homepage

Best call center software for businesses in the fields of eCommerce, Insurance, SaaS, etc. that look toward future expansion.

LiveAgent is a helpdesk solution used by over 40 000 customers around the world that provides reliable call center software and many other advanced features. With multiple automation options and a large number of available integrations, you will never struggle to provide excellent customer service.

Key features:

  • Inbound and outbound call center
  • IVR
  • ACD
  • Automatic callback
  • Ticketing
  • Unlimited call recordings
  • Call center management
  • CRM integration
  • Self-service portal & knowledge base
  • Analytics and reporting

Pros:

  • Omnichannel experience
  • Over 60 VoIP provider integrations
  • Easy to set up and use

Cons:

  • Tech support is available 24/7, but it is located in the EU
  • Unable to log into two browsers with one account at the same time
  • No real-time call monitoring

LiveAgent’s customers

Some of the most known customers of this software include industry giants like Forbes, Huawei, Nascar, BMW, and Yamaha.

Pricing

LiveAgent offers a completely free version. Although, if you want to take advantage of its additional features, you can choose from three pricing options, including $9, $29, and $49 a month. The last option includes excellent call center capabilities.

Before committing to one of the paid plans, you can sign up for a 14-day free trial, so you can explore what you’ll be getting.

2. RingCentral

Ringcentral Call Center software homepage

Best call center software for businesses of all sizes.

RingCentral contact center is a cloud-based solution that offers a robust set of features all contained within one convenient app. With well-known customers across all industries, you can be sure that you will receive the best quality service.

Key features:

  • Virtual call center
  • Auto-dialer
  • Callback scheduling
  • Call logging and monitoring
  • Real-time reporting
  • Call recording

Pros:

  • 500+ integrations on Zapier
  • Easy call switching between devices
  • User-friendly UI

Cons:

  • Difficult to communicate with customer support
  • No real-time updates
  • It can be buggy at times

RingCentral’s customers

Among RingCentral’s customers, you can find Bennett International, Lush Cosmetics, and Chatterkick.

Pricing

You can pay for RingCentral’s services either monthly or annually. Starting at $14.99 a month, you can get the essentials including unlimited calling in US and Canada. For more advanced features, you can opt for plans including $20.99, $26.24, and $37.49 per month.

You can try RingCentral contact center for free if you sign up for their 15-day free trial. You can extend this period by taking advantage of a 30-day risk-free money-back guarantee.

3. Genesys

Genesys Call Center software homepage

Best call center software for all companies looking for an easy-to-use cloud call center solution.

You can be one of the over 70 000 customers worldwide that trust Genesys with their contact center operations.

Key features:

  • Blended call center
  • Predictive dialer
  • Callback scheduling
  • ACD
  • IVR
  • Auto dialer

Pros:

  • Easy to set up IVR
  • Gamification
  • Real-time dashboard

Cons:

  • Unintuitive UI
  • Difficulties using softphones on Linux
  • Difficult to communicate with customer support

Genesys’s customers

Genesys is trusted by many businesses including Xerox, Uplift, and Heineken Mexico.

Pricing

You can start using Genesys at a price point of $75 per agent per month and then upgrade to plans costing $110 and $150. All of these pricing options are billed annually.

You can try Genesys for free with their 30-day free trial.

Alternative software options

Evaluate Genesys alternatives

4. CloudTalk

CloudTalk Call Center software homepage

Best call center software for mid-sized companies that are aiming for growth.

CloudTalk offers over 70 advanced calling features. This call center software is typically used for sales and outbound calling with many advanced features like skills-based routing, automation, and unlimited call queues.

Key features:

  • Blended call center
  • VoIP
  • Automation options
  • Skills-based routing
  • Real-time reporting
  • Auto dialer, power dialer, automatic dialing

Pros:

  • Quality management
  • 2500+ app integrations
  • Unlimited call queues

Cons:

  • Only the Custom includes SLAs
  • Unavailable multimedia messages
  • Audio conferencing is limited to three people

CloudTalk’s customers

CloudTalk boasts a large client base including DHL, Yves Rocher, and Rosenberg.

Pricing

CloudTalk offers three pricing plans including $25, $30, and $50. You can also contact their team and request a custom pricing plan, so it fits your exact needs.

You can sign up for a 14-day free trial to get acquainted with its capabilities.

5. HubSpot

Hubspot Call Center software homepage

Best call center software for growing teams in businesses across all industries.

HubSpot offers its extensive services to over 100 000 businesses across more than 120 countries, so you can be sure that this well-established software provider will take good care of your business operations.

Key features:

  • Broad customer database
  • Collaborations tools
  • Contact management
  • Third-party integrations
  • Self-service portal
  • Extensive reporting and analytics

Pros:

  • Streamlined reporting and tracking process
  • Data visualization
  • Great customer support

Cons:

  • The free plan lacks access to tech support
  • Steep learning curve
  • Ticket functionality is limited

HubSpot’s customers

HubSpot’s worldwide customer base includes companies like DocPlanner, SoundCloud, and GoFundMe.

Pricing

Some of HubSpot’s standard features are available for free. However, you can subscribe to HubSpot Service Hub’s paid software for €41, €414, or €1104 a month. However, these prices are flexible due to set-up and onboarding fees.

If you’d like to try it out, you can sign up for a 14-day free trial.

Alternative software options

Look into HubSpot alternatives.

6. Five9

Five9 Call Center software homepage

Best call center software for businesses ready to transfer from on-premise solutions to the cloud.

Five9 Intelligent Cloud Contact Center uses the power of practical artificial intelligence (AI) to boost customer satisfaction rates for more than 2000 clients.

Key features:

  • Blended call center
  • Preview dialer
  • Practical AI tools
  • Collaboration tools
  • IVR
  • Predictive analytics

Pros:

  • Intelligent routing
  • Call screening
  • Minimal software requirements

Cons:

  • Limited capability to stop spam calls
  • Unintuitive UI
  • Occasional connectivity errors

Five9’s customers

Among Five9’s customers, you can find businesses including Zevas, Rochester Institute of Technology, and Bakkt.

Pricing

Five9 offers four pricing plans consisting of $149, $169, $199, and $229 billed monthly.

7. Zendesk

Zendesk Call Center software homepage

Best call center software for smaller and mid-sized businesses committed to delivering the best customer service.

Zendesk provides call center software that is fully integrated with their helpdesk platform. With its large client base, you can rest assured that Zendesk will take care of your call center needs.

Key features:

  • Blended call center
  • Native integration options
  • Workflow management
  • ACD
  • IVR
  • Performance metrics

Pros:

  • Over 100 third-party integrations
  • Robust knowledge base and self-service options
  • Great uptime

Cons:

  • Not many collaboration options
  • No way to prioritize tickets
  • Difficult to communicate with customer support

Zendesk’s customers

Modsy, BoxyCharm, and Vimeo are some of the clients that use Zendesk’s software.

Pricing

Zendesk offers three pricing options consisting of $19, $49, and $99 per month per user billed annually.

If you’d like to test it out, you can sign up for their 30-day free trial.

Alternative software options

Check out Zendesk alternatives.

8. Talkdesk

Talkdesk Call Center software homepage

Best call center software for companies employing a minimum of 5 agents looking to improve relationships with their customers.

Talkdesk’s cloud-based call center software offers 25+ integrations with various business tools to help boost your sales and provide excellent customer support.

Key features:

  • Outbound and inbound call center solution
  • VoIP
  • IVR
  • Callback scheduling
  • ACD
  • Reporting and analytics

Pros:

  • User-friendly
  • Call reliability
  • Reliable customer support

Cons:

  • Insufficient knowledge base
  • Lacks the ability to change the ringtone
  • Insufficient mobile app

Talkdesks’ customers

Across all industries, clients like ClickPay, Canon, and Accenture rely on Talkdesk’s software.

Pricing

Besides their custom pricing plan, Talkdesk has three options to choose from including $75, $95, and $125 per user per month.

If you’d like to have a look at their software before purchasing it, you can sign up for a free trial.

9. Vonage

Vonage Call Center software homepage

Best call center software for large enterprises that put customer experience and team collaboration at the forefront.

Vonage offers 40+ business features that will make your calls and video conferences easy to manage.

Key features:

  • VoIP
  • Presentation streaming
  • Voice mail
  • IVR
  • Recording
  • Reporting and analytics

Pros:

  • Great voice quality
  • Reliable mobile app
  • Easy to use

Cons:

  • Some international numbers might be blocked until submitting a request to allow them
  • Laggy history settings
  • Difficult to communicate with customer support

Vonage’s customers

Many businesses like Key Travel, Cambly, and Apptivo use Vonage’s products and services.

Pricing

Vonage offers pricing plans for their customers, starting at $19.99, $29.99, and $39.99 per line per month plus taxes and fees.

You can also try it out for free when you sign up for Vonage’s 14-day free trial.

10. Freshdesk

Freshdesk Call Center software homepage

Best call center software for companies across all industries aiming to provide an amazing customer experience.

Freshdesk is an established platform in the field of customer support with over 50 000 customers worldwide.

Key features:

  • Call center management
  • Routing
  • Ticketing
  • Self-service portal
  • Collaboration tools
  • Workforce management

Pros:

  • Reliable 24/7 customer support
  • Workforce optimization
  • Affordable

Cons:

  • Limited reporting features
  • Tickets can get lost while transferring between teams
  • Not enough customization options

Freshdesk’s customers

Some of the Freshdesk’s clients include Netflix, Evernote, and Optimum Financial Solutions.

Pricing

To use Freshdesk’s core features, sign up for their free plan. If you’d like to experience a full range of the software’s capabilities, you can opt for €15, €39, or €49 agent/month plans.

Furthermore, you can try Freshdesk during a 21-day free trial.

Alternative software options

Review Freshdesk alternatives.

11. Avaya

Avaya Call Center software homepage

Best call center software for businesses that strive to deepen connections with their customers.

Avaya is a cloud-based software solution that will make your virtual conferences truly enjoyable.

Key features:

  • Contact management
  • Automated routing
  • IVR
  • Call recording
  • Voice mail
  • Reporting and analytics

Pros:

  • Easy to use
  • Easily scalable
  • Customizable interface

Cons:

  • Lack of self-service
  • No multilingual customer support
  • Insufficient third-party integrations

Avaya’s customers

You may recognize some of Avaya’s customers, including Datamark, Fiber Industries, and Treated.com.

Pricing

If you’re considering subscribing to Avaya’s services, contact their sales representatives and get a pricing plan made for you.

12. CallHippo

CallHippo Call Center software homepage

Best call center software for businesses of all sizes aiming to boost growth.

CallHippo helps over 5000 companies worldwide provide the best customer service to their customers.

Key features:

  • Blended call center
  • IVR
  • ACD
  • Predictive and automatic dialing
  • Telemarketing management
  • Reporting and analytics

Pros:

  • Clear and user-friendly dashboard
  • Easy to set up
  • Affordable

Cons:

  • Occasional connectivity issues
  • Difficult to communicate with customer support
  • Limited reporting capabilities

CallHippos’s customers

Among businesses that use CallHippo, you can find Brioso Technologies, Aspire, and Altvalora.

Pricing

CallHippo offers four pricing plans you can choose from including €15, €22, €36, and €45 per user per month. You can also purchase further add-ons.

13. 3CX

3CX Call Center software homepage

Best call center software for a wide range of companies who want to cut their telco costs while keeping high levels of customer satisfaction.

3CX is trusted by more than 600 000 companies across all industries, so you can be sure you will be in good hands.

Key features:

  • Blended call center
  • Call routing
  • ACD
  • IVR
  • Audio/video conferencing
  • Reporting and analytics

Pros:

  • Mobile apps for iOS and Android
  • Easy to set up and use
  • Reliable customer support

Cons:

  • Occasional connectivity issues
  • Call logs can be hard to navigate
  • Not enough customization options

3CX’s customers

3CX has many different customers including Toyota, Wilson, and American Express.

Pricing

You can use some of 3CX’s software features free of charge. However, if you’d like to take advantage of their more advanced features, you can sign up for one of the following plans: €150, €235, or €270 for their hosted option. If you’d like to use the self-managed solution, you can pay €135, or €170.

The first year of using 3CX’s software is considered a free trial period.

Alternative software options

Evaluate 3CX alternatives.

14. Dialpad AI

Dialpad AI Call Center software homepage

Best call center software for businesses of all sizes which are not afraid of innovation.

Dialpad offers a reliable software solution that offers an automated, yet highly personalized experience.

Key features:

  • IVR
  • ACD
  • Inbound and outbound call center solution
  • Automated routing
  • Power dialer
  • Performance management

Pros:

  • Many configuration options
  • Easy to set up and use
  • Switching live calls between devices

Cons:

  • Insufficient how-tos
  • Occasional connectivity issues
  • Lacks some internal communication features

Dialpad AI’s customers

Dialpad has a large customer base including companies like Fenway Health, Uber, and Clear Capital.

Pricing

You can use Dialpad’s software for €20, or €25 per user per month, or you can request a custom pricing plan to fit your exact needs.

You can try this software solution for free if you sign up for the 14-day free trial.

15. Bitrix24

Bitrix24 Call Center software homepage

Best call center software for small companies with remote teams that want to have effective collaboration.

Bitrix24 is an ideal solution for companies that want to increase their sales whether they are at the office or on the other end of the world. Bitrix24 provides both cloud-based and on-premise solutions so it can fit your business perfectly.

Key features:

  • Inbound and outbound call center
  • ACD
  • IVR
  • Automated routing
  • Predictive and auto-dialer
  • Performance metrics

Pros:

  • Easy to integrate
  • Customizable UI
  • Reliable app for Android

Cons:

  • Insufficient file-sharing
  • Difficult to reach tech support
  • Steep learning curve

Bitrix24’s customers

Companies that use Bitrix24’s software include PC Pulse, Cargo, and Compara.

Pricing

You can experience some of the basic features completely free of charge with Bitrix24’s free plan. However, if you want to take advantage of their additional features, including call center software, you can subscribe to a $39, $79, or $159 per month plan. If you prefer an on-premise system, you can purchase a one-time license costing either $2990 or $24990 for enterprises.

Before committing to any of these paid plans, you can try Bitrix24 using their 30-day free trial.

Alternative software options

Look into Bitrix24 alternatives.

16. Aircall

Aircall Call Center software homepage

Best call center software for all the companies that conduct sales and support through phone.

More than 9000 customers trust Aircall’s cloud-based call center software with their contact center operations.

Key features:

  • Blended call center
  • ACD
  • IVR
  • Call center management
  • Call recording
  • Reporting and analytics

Pros:

  • Easy to set up
  • Good call quality
  • Extensive knowledge base

Cons:

  • Lack of customization
  • Does not accept text messages
  • It can be laggy at times

Aircall’s customers

Among businesses that use Aircall’s software, you can find Avocado, Jobilla, and Birdies.

Pricing

Aircall’s basic plan starts at €30 per month billed annually. If you’d like to get access to more features, you will pay €50 per month also billed annually. Furthermore, you can contact Aircall and get a custom pricing plan that will fit your needs perfectly.
Before you decide to subscribe to a paid plan, you can try Aircall for free with their 7-day free trial.

Alternative software options

Check out Aircall alternatives.

17. Twilio

Twilio Call Center software homepage

Best call center software for companies of all sizes that need a reliable call center software solution.

Twilio is a customer engagement platform that allows you to provide truly personalized support to your clients.

Key features:

  • Blended call center
  • ACD
  • IVR
  • Audio/video conferencing
  • Collaboration tools
  • Call routing

Pros:

  • Reliable customer support
  • Automation options
  • Extensive knowledge base

Cons:

  • Requires advanced IT skills
  • Insufficient analytics and reporting
  • Insufficient mobile apps

Twilio’s customers

Some of the well-known companies that use Twilio include DoorDash, Allergan, and Lyft.

Pricing

Twilio’s pricing to initiate calls starts at 2 cents per minute. To receive calls, the price starts at $1 monthly per phone number and 1 cent per minute.

You can try Twilio for free when you sign up for their 45-day free trial.

18. Dixa

Dixa Call Center software homepage

Best call center software for businesses of all sizes that strive to provide an amazing experience to their customers.

Dixa allows its customers to provide a truly multi-channel experience to their customers in small or large contact centers.

Key features:

  • Blended call center
  • VoIP
  • IVR
  • Multi-channel data collection
  • Collaboration tools
  • Employee activity monitoring

Pros:

  • AI-optimized knowledge base
  • Good uptime
  • UI is easy to navigate

Cons:

  • Occasional issues with call forwarding
  • Insufficient analytics
  • No call transcription

Dixa’s customers

Some of Dixa’s happy customers include Organic Basics, Rapha, and Too Good To Go.

Pricing

You can contact Dixa’s sales team to book a demo call and get a customized pricing plan.

However, if you want to try it out, you can sign up for their free trial.

Alternative software options

Review Dixa alternatives.

19. Nextiva

Nextiva Call Center software homepage

Best call center software for larger businesses that look for a reliable enterprise software solution.

Nextiva offers a reliable and secure call center software system that over 80 000 companies around the world rely on.

Key features:

  • IVR
  • ACD
  • Activity dashboard
  • Audio/video conferencing
  • Predictive and auto-dialer
  • Reporting and analytics

Pros:

  • Reliable mobile app
  • Great uptime
  • Easy to manage

Cons:

  • Steep learning curve
  • Uploading audio files can be difficult at times
  • Sometimes it’s difficult to reach tech support

Nextiva’s customers

You may recognize some of Nextiva’s customers including Taco Bell, Pac-12, and Buffalo Bills.

Pricing

You can subscribe to one of the three pricing plans Nextiva offers, including $18.95, $22.95, or $32.95 per user per month. All of these options can be billed monthly or annually.

You can try out some of Nextiva’s features by signing up for the 7-day free trial.

20. Nice CXone

Nice CXone Call Center software homepage

Best call center software for companies of all sizes looking to improve relationships with their clients.

Nice CXone empowers its clients to harness the powers of AI and automation to deliver the best customer experience possible.

Key features:

  • Blended call center
  • Automated routing
  • Progressive dialer
  • Ticket management
  • Call recording
  • Reporting and analytics

Pros:

  • UI is easy to navigate
  • Good call quality
  • Clear and user-friendly dashboard

Cons:

  • Lacks customization
  • It can be slow at times
  • Insufficient custom reports

Nice CXone’s customers

Nice CXone is trusted by many customers including Columbia Sportswear, Radisson Hotels, and Teleflora.

Pricing

You can take advantage of Nice CXone’s features starting at $100 per month per feature.

If you’d like to try it out before making a purchase, you can sign up for their 60-day free trial.

21. UJET

UJET Call Center software homepage

Best call center software for mid-sized and large companies that want to bring the best support to their clients.

If you employ at least 50 contact center agents, UJET is an excellent call center software for you.

Key features:

  • Blended call center
  • IVR
  • ACD
  • Call routing
  • Call recording
  • Reporting and analytics

Pros:

  • Easy integration with Linux
  • Reliable customer support
  • Helpful tracking tools

Cons:

  • Insufficient native reporting functionality
  • It can be slow at times
  • Occasional connectivity issues

UJET’s customers

Among businesses that use UJET’s software, you can find Wag!, Instacart, and Zettle.

Pricing

UJET’s software is available for purchase for $65, $69, $99, or $120 a month.

If you’d like to try UJET without committing to a paid subscription, you can register for a free trial.

22. Ringover

UJET Call Center software homepage

Best call center software for small to mid-sized businesses across all industries.

Ringover is a simple to implement and use software with 40+ business tools that allow you to have all the customer information at hand.

Key features:

  • Blended call center
  • Collaboration tools
  • ACD
  • IVR
  • Video conferencing
  • Reporting and analytics

Pros:

  • Intuitive user interface
  • Shadowing features
  • Clear and easy to use dashboard

Cons:

  • Notifications may lag at times
  • Occasional connectivity issues
  • Occasional delays

Ringover’s customers

Ringover has over 10 000 clients including Sherpany, Klaxoon, and Clausematch.

Pricing

You can subscribe to Ringover for €19 or €39 per user per month. If you’d like to get a custom pricing plan, you can contact Ringover’s sales team.

Furthermore, you can try this software solution for free if you sign up for a 7-day free trial.

23. VICIdial

VICIdial Call Center software homepage

Best call center software for every business that doesn’t appreciate vendor lock-in.

VICIdial is an open-source contact center software that is used by more than 140 000 customers worldwide.

Key features:

  • Blended call center
  • IVR
  • Predictive dialer
  • ACD
  • Call routing
  • Call recording

Pros:

  • Free of charge
  • Easily scalable
  • Compatible with Linux

Cons:

  • Steep learning curve
  • Outdated interface
  • Difficult to set up without advanced IT skills

VICIdial’s customers

VICIdial is used by clients like Directo, Homebase, and PROS.

Pricing

You can use VICIdial’s call center software completely free of charge.

24. Channels

VICIdial Call Center software homepage

Best call center software for businesses of all sizes in eCommerce and online retail.

Channels is a cloud-based data-powered business phone system that allows you to easily connect with your clients.

Key features:

  • Blended call center
  • Callback scheduling
  • IVR
  • Activity dashboard
  • Call recording
  • Call routing

Pros:

  • Reliable customer support
  • Easy to set up
  • Affordable

Cons:

  • Slow downloading from the cloud
  • It can be glitchy at times
  • Insufficient custom reports

Channels’s customers

Channels is trusted by many customers including Kodakit, InstaForex, and DocPlanner.

Pricing

Channels allows you to use their essential features, including call center software, free of charge. If you want to take advantage of their advanced options, you can subscribe for $24, or $62 a month.

Before deciding to purchase a paid package, you can sign up for a free trial.

Alternative software options

Evaluate Channels alternatives.

25. Avoxi

Avoxi Call Center software homepage

Best call center software for larger-scale businesses across all industries located anywhere in the world.

Avoxi has over 20 years of experience in international communications. With its coverage of more than 170 countries, you can be sure that your customers will be able to reach you each time.

Key features:

  • Blended call center
  • Reporting and analytics
  • IVR
  • Video conferencing
  • Call recording
  • Call routing

Pros:

  • Reliable customer support
  • Easy to set up and use
  • Customization options

Cons:

  • Slow downloading from the cloud
  • The mobile app can be glitchy at times
  • Insufficient self-service

Avoxi’s customers

You may recognize some of Avoxi’s clients like Moncler, Marriott International, and Black & Decker.

Pricing

You can start using some of Avoxi’s features for free. However, if you want to take advantage of their further features, you can choose from the following options: $19.99 per user or $39.99 per user.

Moreover, you can get acquainted with Avoxi’s features during the 7-day trial period.

What is the best call center software?

There are many call center software options to choose from. Let’s have a quick look at the top 5.

  • LiveAgent – With its call center capabilities, LiveAgent is the best you can get at an affordable price. LiveAgent boasts a Capterra rating of 4.7 and includes features like automation options, over 150 integrations, and a robust knowledge base with a self-service portal. It is an excellent option for all businesses striving to provide the best customer service possible.
  • Genesys – Having over 70 000 customers worldwide, Genesys is an established player in the field of customer service. With a Capterra rating of 4.2, you can rest assured that your contact center operations will be well taken care of.
  • Talkdesk – If you’re looking for a call center software that will help your team boost customer engagement, connect with your clients, and close more deals, look no further. A rating of 4.5 on Capterra shows that Talkdesk’s solution will not disappoint you no matter the industry you are in.
  • Five9 – This call center software leaves little to be desired. Boasting a 4.2 Capterra rating, there is no doubt that Five9’s solution will not disappoint. If you’re trying to build brand awareness and strong relationships with your client base, this might be a great option for you.
  • UJET – If you value software that is accessible and compatible with mobile platforms, UJET might be the one for you. A 4.5 rating on Capterra demonstrates that UJET is a robust call center solution for companies that keep customer-centricity at the top of their priority list.

Top 5 call center software compared

Call Center software LiveAgent Genesys Talk desk Five9 UJET
Capterra rating
Overall software ratings from verified users on Capterra.
4.7
(approx. 1k reviews)
4.4
(approx. 100+ reviews)
4.5
(approx. 600 reviews)
4.2
(approx. 400 reviews)
4.5
(approx. 100+ reviews)
Web-based
Free version
LiveAgent offers free version.
Genesys doesn't offer free version.
Talk desk doesn't offer free version.
Five9 doesn't offer free version.
UJET doesn't offer free version.
Free trial
LiveAgent offers free trial.
Genesys offers free trial.
Talk desk offers free trial.
Five9 doesn't offer free trial.
UJET offers free trial.
Starting price
$49/agent/month LiveAgent call center software prices start at $49/agent/month.
$75/agent/month Genesys call center software prices start at $75/agent/month.
€75/agent/month Talk desk's call center software prices start at €75/agent/month.
$149/agent/month Five9 call center software prices start at $149/agent/month.
$65/agent/month UJET call center software prices start at $65/agent/month.

Mistakes to avoid when buying call center software

  • Insufficient staff training – It doesn’t matter how powerful or reliable your call center software is when your agents can’t use it properly. Take the time to train your staff and let them get familiar with the new technology. You can do this by booking an expert from the vendor, scheduling seminars, or studying available documentation.
  • No needed features – Before purchasing a call center software package, take your time and get acquainted with all the features and capabilities it offers. The last thing you want is to make a purchase and then find out that it doesn’t provide what you need.
  • Not taking full advantage of the trial period – A free trial is an option for you to make an educated decision if you want to commit to a particular solution. It is the time when you can explore and get to know a product or a service so you can decide whether it is something you would like to invest in.
  • Discount dealing – We all like a good deal. However, sometimes you truly get what you pay for, so make sure that the solution you choose to go with is not only budget-friendly but also has all the capabilities your call center requires.
  • Not looking into the future – You should have some sort of plan for the future before making a purchase. Make sure that the software you use can be scaled up or down based on the needs of your business.

What to ask on a demo call about call center software and the company

A demo call is your time and place to ask questions and get first-hand information from the vendor. Although, sometimes it might be a bit overwhelming and you might forget the questions you planned on asking.

Don’t worry, we’ve got you covered.

  • How can I configure my call center software?
  • How much time will it take to set the call center software up?
  • How long can I keep my call recordings?
  • Can I delete a call recording?
  • Can I record incoming or outgoing calls only?
  • Can I listen to the call in real-time?
  • Can I route incoming calls to certain teams?
  • Can I forward calls to external numbers?

Implementation of call center software

The exact steps and actions depend on the provider of your call center automation software solution, the level of customization they allow, how many integrations you need to set up, and many more.

It could take a person with no prior IT experience half an hour, or it can take an experienced tech-savvy personnel a whole afternoon to configure everything correctly.

The most important, and frankly the only thing you really need to set up LiveAgent call center software is a VoIP number that supports SIP trunking. Although for some it is considered a piece of cake, if you need advice or assistance, our amazing team will help you set everything up.

But if you’d like to delve deep into the process of setting up your call center, – including call center software – you can use our Call center setup checklist to help you stay organized and make sure that you don’t forget anything important.

Conclusion

  • The best all-in-one call center software

Although it is difficult to determine the best call center software for each business, the most reliable one is LiveAgent call center software. With its robust set of features, you can be sure that you will not miss anything your business might need either now, or in the future.

  • The best call center software with built-in ticketing, and live chat

LiveAgent’s call center software leaves little to be desired. With each customer interaction, be it a call, a live chat message, or a social media mention converted to a ticket, you don’t need to ever worry that you’ll miss anything. This way, your customers will feel heard and appreciated every time they reach out to you.

  • The best feature-rich call center software

If you’re searching for call center software full of amazing features that will take your customer support to the next level, look no further. LiveAgent’s call center software is the right solution for you.

  • The best value for the price call center software

In the category of cost-saving, LiveAgent is a clear winner. Not only does this call center software allow you to make inbound and outbound calls, use automation, harness the power of extensive reports, and increase your conversions, but it is also accessible to all the businesses who want to delight their customers while keeping costs low.

  • The highest-rated call center software

On review sites like Capterra, G2, and TrustRadius, LiveAgent boasts high ratings and great reviews. So if you are the one to listen to the voices of LiveAgent’s clients, you might be on the right path to finding the best call center software for you.

  • The easiest call center software to set up & use, and integrate

LiveAgent is, no doubt, the way to go if you’re looking for reliable software that is also easy to implement. You can configure, customize, and integrate it in no time without the need to know how to code.

常见问题

什么是呼叫中心软件?

呼叫中心软件是一种帮助企业管理来自客户的入站式电话的解决方案。它可以有很多功能,比如从固定电话或网站式电话进行呼叫,智能路由,自动拨号,甚至通话记录。呼叫中心软件还应该帮助呼叫中心代理访问关于客户的重要信息,比如订单历史,联系信息和以前的Ticket。

呼叫中心软件是如何工作的?

呼叫中心软件的工作原理是将来自固定电话或网站的呼叫集中并路由到您的软件中。如果客户进行呼叫,软件会扫描客户数据库,看看是否有关于来电者的信息。然后,这些信息可以被代理访问,并在接听呼叫前进行审查。同时,呼叫会加入队列。一旦接听,电话将被录音,用于培训和提高服务质量。

什么是呼叫中心环境中的IVR?

IVR是一种交互式语音响应技术。IVR使计算机能够通过语音命令或者键盘上的按键与人进行交互。IVR在呼叫中心环境中,可以将呼叫路由到相应的代理或部门处。IVR也可以用来检索账户信息或提供反馈。因此,它对企业来说是一个很好的解决方案。

呼叫中心的功能是什么?

呼叫中心的主要功能是使客户能够向企业提出关于产品、政策、退货、功能、故障排除或反馈的任何问题。

呼叫中心软件的成本是多少?

价格取决于您选择的软件的质量。LiveAgent是一个一体化的帮助台解决方案,其中还包括一个呼叫中心。这个价格是根据你们公司每月需要的代理数量所计算得出的。我们的All-Inclusive订阅包括一个全栈式的呼叫中心,每个代理每月39美元。

呼叫中心软件的好处是什么?

呼叫中心软件的好处包括提高代理效率,客户参与度,并改善客户体验,以及增加销售额。

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