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Call Centre Software

Call Centre software is a business solution that allows call centre agents to automate and standardise the process of receiving and responding to customer phone calls. Call centre solutions help organisations run their contact centres more efficiently by managing inbound and outbound calls, recording customer complaints, monitoring customer experience, and tracking agent productivity. These solutions enable better monitoring of the customer experience, workflow management, and evaluation of employee performance. Whether designed for virtual or site-based locations, Call Centre systems manage and catalogue the process of customer calls and often allow customers to track the progress of their requests via the internet. Call Centre software is related to Customer Service software and Help Desk software. Compare product reviews and features to help find the best Call Centre Software for your business in the UK.

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CloudTalk is a cloud-based phone system for support and sales teams. We make calling easy and fun! Get your FREE trial today! Learn more about CloudTalk
Maximize your agent's potential with CloudTalk's powerful Call Center Software! Embrace the future of calling with Next Generation Business Calling Software designed for data-driven teams. Benefit from AI-Powered conversational intelligence, Call Center Software features, the market's largest number coverage (160+ countries), exceptional call-quality and save up to 3 minutes per each call. Trusted by 2,500+ companies like DHL, Revolut, Yves Rocher and Glovo. Start your FREE 14-day trial Learn more about CloudTalk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer Learn more about Salesforce Service Cloud
Transform your call center with proactive and personalized service. Service teams can exceed customer expectations with accurate purchase history and a full view of prior customer conversations. Give your customers a consistent and efficient service experience on every call with Service Cloud Voice. Agents now have instant access to a complete view of the customer and better tools and insights. That way, they can close cases faster. Learn more about Salesforce Service Cloud

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  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Shelf is #1 for knowledge management platform on Gartner Digital for 3 straight years providing high impact GenAI KM solutions. Learn more about Shelf
Shelf is the leading GenAI knowledge management platform on the market providing a suite of high impact, quick to implement solutions like Search Copilot, Content Copilot and Analytics Copilot. Awarded for overall usability, high user adoption and best support for three consecutive years, and #1 for knowledge management on Gartner Digital Markets. Shelf can integrate into the platforms your team uses and be implemented in less than a week. Contact us for a demonstration. Learn more about Shelf

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Call center software for customer-centric teams. Easily integrate with 100+ CRMs and other business tools to grow your business! Learn more about Aircall
Aircall is the #1 Call Center Software and surfaces valuable context from your Helpdesk, CRM, live chat, and e-commerce software to anticipate customer needs on every call, helping you reduce wait times and boost rep efficiency. Sales Teams love the Click-to-Dial Features & Automatic Call Logging. Join 16,000+ companies that trust Aircall to strengthen their customer relationships with industry-leading call center features like: SMS, advanced call routing, IVR, analytics + more. Learn more about Aircall

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Empower your support agents to focus on less logging and more selling. Streamline customer support with JustCall's call center. Learn more about JustCall
Empower your support agents to put their best foot forward in every call. JustCall's powerful inetgrations with 100+ CRM and business tools equips your agents with relevant info - past interactions, purchase history, and more - for personalized and productive conversations. Sign up and get a 14-day free trial. Pro plans starts at $49 per month. Learn more about JustCall

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Zendesk offers a fully integrated call center built right into its support platform. Learn more about Zendesk Suite
Zendesk offers a fully integrated call center built right into its support platform. Agents can handle calls in the same workspace as all other channels. This cloud based support platform gives them full context on customer history to help resolve the most complex and urgent issues faster. Teams that use Zendesk see a 20% reduction in support costs and a 27% increase in agent productivity. If you already have a call center, you can seamlessly integrate it with an API connection to our help desk. Learn more about Zendesk Suite

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Squaretalk is a versatile cloud communications platform that empowers your sales and support teams to work effectively from anywhere. Learn more about Squaretalk
Versatile and secure call center software with automations and integrations made simple. So simple, you’ll have time for the other parts of your business. Affordable, scalable and easy-to-use communications platform provides your sales and support teams with powerful tools to work effectively, from anywhere, and via the channels your customers prefer. Seamlessly connect all of your favorite tools like Zoho, Salesforce, or other popular CRMs with our native integrations or custom API. Learn more about Squaretalk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
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MaxContact is a leading cloud-based contact centre solution provider. With unrivalled technology and a fantastic 100% UK-based team. Learn more about MaxContact
MaxContact is a leading cloud-based contact centre solution provider. With unrivalled technology, a fantastic 100% UK-based team, we design and develop your solution based on your business requirements, so as your needs change, so do we. It's the reason MaxContact handle over 100 Million interactions monthly, why 97% of our valued customers choose to stay with us, and why we're growing from strength to strength, alongside our customers. Learn more about MaxContact

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
A full-suite of call center tools & reporting to coordinate your communications across marketing, sales, & customer service teams. Learn more about CallTrackingMetrics
CallTrackingMetrics is a global conversation analytics provider giving marketers data to make confident strategy decisions. A full-suite of call center tools to coordinate your communications across marketing, sales, & customer service teams. Avoid frustrating wait times and needless transfers with all the tools your lead center needs. From automated call routing to instant text follow-ups for form submissions, our lead management features set your teams up to capture and qualify more leads. Learn more about CallTrackingMetrics

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial. Learn more about LiveAgent
LiveAgent is a full-service call center management system designed to integrate seamlessly into your business process, allowing you to communicate with customers across multiple channels without missing a beat. Innovative features like call centralization, VoIP, and SIP trunks enable you to improve customer relations and increase sales through communication. Start with a 1-month free trial, no credit credit card needed. Learn more about LiveAgent

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience.
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience. Make meetings more interactive and engaging • Reduce disruptions with background noise removal and voice enhancement • Enable audiences to share their reactions with animated emojis and gesture recognition • Improve audience engagement with next-gen dynamic polling and Q&A by Slido • Customize the stage layout to focus on the content and people that matters most Learn more about Webex

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat, and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University, and DHL. Learn more about Freshdesk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Hook up your customer service number with Zoho Desk, make/receive calls in-app, and automate your telephony operations.
Zoho Desk brings your entire call center to the cloud. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Automatically assign calls to agents based on department/team. It's also equipped with IVR, call recording, contact details capturing, voice messages, detailed reports, and omnichannel capabilities. Integrates with top telephony providers like Twilio, RingCentral, Aircall, Amazon Connect, and more. Learn more about Zoho Desk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Complete cloud phone system that is easy to set up and easy to manage.
RingEX is a cloud-based business communications system with enterprise-grade voice, fax, text, online meetings, conferencing, and collaboration. With RingEX, you can easily connect your office, remote and mobile employees under one phone system, regardless of their location. Unlike expensive, conventional phone systems, RingCentral MVP is purchased, activated, set up, and managed online, which means we manage it and you use it. Learn more about RingCentral MVP

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Nextiva is a Unified CXM company that provides AI-powered customer experience solutions.
Nextiva connects businesses to all of their conversations on one, AI-powered platform, helping them understand their customers in real-time to create personalized experiences that set them apart. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer experience platform. From one AI-powered communication hub, Nextiva transforms the way businesses engage with their customers. The company’s commitment to Amazing Service® and a customer-focused approach has been its cornerstone for 15 years. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B in late 2021. Discover more at www.nextiva.com. Learn more about Nextiva

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Bitrix24 is the world’s leading call center and CRM software. More than 12 million companies use our platform every day.
Bitrix24 is the world’s leading call center and CRM software. More than 12 million companies use our platform, making millions of phone calls every month, many of them icy-cold. The solution comes with all key professional call center features, CRM and more. Learn more about Bitrix24

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations.
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers. Learn more about Talkdesk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
GoToConnect Support Center gives supervisors and agents indispensable tools to improve the quality of customer interactions.
GoToConnect combines the power and reliability of Jive's cloud VoIP phone systems with GoToMeeting's web, audio and video conferencing into one simple, reliable and flexible solution. Users can meet, talk, chat, text and collaborate seamlessly via web browser, desktop application, or desk phone. For as low as $19.95 a month, GoToConnect eliminates the hassle and expense of managing multiple collaboration solution providers. Learn more about GoTo Connect

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX.
NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX. Learn more about NICE CXone

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
CallHippo is an Easy to Use Phone System while providing world-class support. It can be setup Instant and provide advanced reporting.
CallHippo is a modern Call Center software that helps you connect with your customers. CallHippo is easy-to-use while offering robust functionality with advanced features like Power Dailer and Automatic call distribution. Our Extensive reporting and seamless integrations empower sales and service teams to have effective conversations with customers. Providing World-Class support 24*7 and Accessible by desktop and mobile-app, CallHippo is trusted by over 5000 companies worldwide. Learn more about CallHippo

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
ActivTrak helps organizations make data-driven decisions that optimize workforce investments.
ActivTrak’s workforce analytics help hybrid workplaces boost productivity and maximize results. The company’s scalable, cloud-native SaaS solution gives users visibility into people, processes and technology that mitigate risk and uncertainty. This includes ensuring workforce activity adheres to policies and expectations; improving team productivity and performance; and effectively allocating workforce investments. The solution boasts privacy-first analytics that exclude employees’ personal identifiable information and non-business activity from reporting. Based in Austin, Texas, ActivTrak is led by a team of software industry veterans. Learn more about ActivTrak

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM Call Center Software - Call center CRM software helps your customer support team with powerful tools to close tickets faster, ensure customers are successful using your product. Features with advanced telephony integrations, Outbound calls, Inbound calls, Call routing, Help desk ticketing, Tag-based calling, Help desk groups, Call recording, Call notes, Call scripts, Call reports and many more. Learn more about Agile CRM

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Dialpad modernizes communication technology, putting voice, messaging, meetings, and video on any device.
Easy to set up, easy to use. Affordable, feature-packed, cloud-based. Dialpad's call centre software improves customer experience and agent effectiveness, resulting in better conversations. Monitor and coach agents from anywhere with robust analytics dashboards. Automate tasks and capture insights to save time. Improve CSAT, FCR, close tickets, and keep your customers happy. Use real time recommendations to boost agent confidence and give them answers they need to help customers in the moment. Learn more about Dialpad

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Cloud Contact Center with Practical AI- Inbound, Outbound, ACD, IVR, Predictive Dialer, Chat, Call Recording, and CRM Integrations.
Five9 is the all-in-one call center software that uses Practical AI to increase your team's effectiveness on the phone, web, email, chat and more. Use smart dialers to give your agents more time with live prospects. Get your customers to the right agent with intelligent routing. Use customer intent data to suggest the next best action to your agents. Analyze and report on performance in real-time. All with 24/7 customer support. See why 2000+ customer trust Five9. Learn more about Five9

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID
Twilio Flex provides businesses with a powerful, flexible, and easy-to-use contact center solution.
Twilio Flex gives companies complete control over how, when and what they deploy. Built on the trusted Twilio customer engagement platform that powers over a half million agents today, Twilio Flex helps businesses rapidly deploy tailored cloud contact centers free from the limitations of SaaS applications. Easily augment your existing contact center with remote agents, new channels, or an intelligent IVR and chatbot, or move your entire contact center to the cloud. Learn more about Twilio

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring
  • Reporting/Analytics
  • Call Scripting
  • Call Recording
  • Campaign Management
  • Call Logging
  • Call Routing
  • Contact Management
  • Caller ID

Call Centre Software Buyers Guide

Call centre software, also known as contact centre software, is the name given to software solutions designed to assist businesses with managing call centres. Software of this kind is intended to improve efficiency and aid the management of call centre activities, including inbound and outbound calls. Moreover, the best solutions in this category will allow users to monitor the customer experience, record customer complaints, and oversee employee activities and overall productivity, to optimise responses and outcomes.

Inbound call centre software is primarily associated with customer service and support activities, where it can be used to manage customer complaints, provide solutions to customer problems, and obtain valuable customer feedback. However, this software can also be used to manage outbound calls, including business-to-business or business-to-customer calls made by members of a sales department or calls made by marketing professionals. Call centre software can benefit any organisation that needs to manage sales, marketing, customer service, and other inbound and outbound communications.

Despite the name, most modern call centre software goes beyond providing the tools to manage telephone calls. Instead, the software will allow users to manage inbound and outbound communication across several channels, including telephone, SMS, email, live online chat, instant messaging services, and social media platforms.

Call centre software can be categorised alongside call recording software and customer service software. However, the collection of data from customers and the focus on managing responses means that many organisations use these solutions in a similar way to customer relationship management software. In some cases, integration with third-party software solutions like these may also be possible, further assisting communication management efforts.

While the features contained within call centre packages can vary from one solution to the next, there are also some core features, the presence of which can help to define this category. The vast majority of call centre applications on the market will allow users to perform the following actions:

  • Automatically assign or distribute inbound and outbound calls to the right employees and departments
  • Create a log of all calls made and received, and store relevant data
  • Record inbound and outbound calls and store the recordings for future use
  • Create a call queue and manage queues so that calls can be managed in a logical order

What is Call Centre Software?

Call centre software is a type of software that is often used by businesses and other organisations to manage call centre operations. Also known as contact centre software, it can be implemented by customer service teams, sales teams, marketing departments, and various other workers to assist with a variety of activities related to the management of both inbound and outbound calls. These activities include creating and managing call queues, assigning responsibility for calls to individual agents or departments, and creating logs for any calls made or received.

Another crucial component of call centre software involves recording inbound and outbound calls, allowing those calls to be referred to again in the future, primarily for training purposes. This software can also collect valuable information about when calls came in, how long they lasted, etc. Furthermore, the most comprehensive packages will include options relating to other forms of communication, including email and live chat.

Call centre software is sometimes categorised into inbound call centre software, used for customer support activities, and outbound call centre activities, which may be more commonly used by business-to-business (B2B) or business-to-customer (B2C) sales teams, as well as marketing teams. However, many of the best call centre software options combine these two solutions into a single package.

What are the benefits of call centre software?

The benefits of call centre software are primarily related to managing both inbound and outbound calls. It can allow organisations to manage communications more effectively and develop better strategies. At the same time, call centre software allows businesses to improve outcomes and boost customer experiences. Nevertheless, it is recommended to examine some of the specific advantages associated with the use of this software, including the following:

  • Improved customer relationships: One of the main benefits linked to investment in high-quality call centre software is the ability to improve relationships with customers. Such improvements can also take many forms directly related to the use of the software. For instance, software with queue management and automatic call distribution functionalities can help to ensure that calls are sent to the right agent and dealt with in a logical order. This can then result in swifter response times and greater customer satisfaction. Meanwhile, the ability to log calls can help improve the quality of future communication with customers because data will be readily available, assisting agents to pick up where the previous agent left off. Moreover, the software can help organisations deliver a much more tailored and personalised experience, potentially leading to lasting loyalty.
  • Better sales and marketing outcomes: In addition to assisting with customer support efforts, call centre applications can also assist businesses with outbound communications. This can be achieved through automatic call distribution, which allocates outbound calls to agents, and calls recordings and call logging, which improves the quality of calls. Ultimately, this can improve key areas, such as sales and marketing performance, because communication with clients will be improved. Furthermore, it means that call centre solutions have the potential to boost revenue and deliver better financial results.
  • Enhanced productivity and efficiency: When inbound and outbound calls are managed more effectively, with the responsibility for handling those calls is allocated to the right people, the overall efficiency of a call centre, sales team, marketing team, or customer service department is going to improve. As a direct result, each team member is likely to get through more calls, resolve more problems, make more sales, or close more business deals. With this in mind, investing in call centre solutions can help boost performance, resulting in more work being carried out and less time between a problem arising and it being resolved.
  • More relevant training activities: Another significant benefit associated with the use of call centre programs is the ability of leaders within businesses and other organisations to deliver training. This is primarily achieved through the use of call recording. This is where the audio from telephone conversations with customers or clients is recorded and then used for future training activities. These recorded conversations can allow businesses to use training sessions to explore real situations arising within the workplace. From there, employees can work through what actions were taken by agents on the call, whether alternatives would have been possible, and the best possible approaches to dealing with each issue. Ultimately, this can help make training activities much more relevant than more generalised sessions.

What are the features of call centre software?

The features of call centre applications are primarily based on improving efficiency and quality within a call centre or a similar setting. Organisations that adopt a strategic approach to handling inbound and/or outbound calls are more likely to achieve their objectives. The best call centre solutions can play a valuable role by providing structure, collecting valuable data, and automating some of the more unnecessarily time-consuming processes, resulting in greater efficiency. Although exact features can vary from one package to the next, the vast majority of software options within this category will include the following core and similar features:

  • Automatic call distribution: Capitalise on automation technology so that the responsibility for handling either inbound or outbound calls is automatically assigned to the correct department and the best agent for the job. Through the use of artificial intelligence, call centre software has the potential to learn where to route calls so that the chances of successful resolution are maximised. Furthermore, responsibility for calls can be distributed based on other information, such as agent availability. Not only can this help to reduce workloads or call queues, but it also removes the need for a human to assign responsibility, freeing them up to focus on other activities instead.
  • Call recording: Capture the audio from both sides of a telephone conversation to be referred back on. The most common use for call recording is to provide material for training activities. By recording conversations, an organisation can highlight successes and failures when dealing with customers or clients. Other employees can learn from how another agent dealt with a particular issue, while teams can contemplate alternate approaches to conversations that did not go well. This then makes it easier to train employees to achieve peak performance. Generally, once a call has been recorded, it will be stored as an audio file. All of the relevant audio files will usually be able to be accessed from within the software.
  • Call logging and call monitoring: Collect the most crucial data from telephone calls and store this data for it to be accessed in future. Examples of data that can be valuable when collecting call logs include the time of the call, the duration, the employee who handled the call, the telephone number of the client or customer, and whether or not the conversation resulted in a solution or satisfactory outcome. It can be beneficial to have this data available to refer back to so that an organisation can identify who handled a call and when it occurred. The information can be used to put a customer or client back in contact with the same call centre agent they were dealing with before. Some of the very best call centre software solutions may perform speech-to-text transcription, allowing a text log of the conversation to be collected and stored.
  • Queue management: Manage the queue of calls coming into a call centre or the queue of outbound calls that need to be made by sales teams. The main features of queue management include the creation of organised call queues. Inbound or planned calls can be organised into the line based on the order they came in or of urgency. Call centre staff will also have the ability to place customers on hold, switch to other calls within the queue, or move calls to a different queue if they could be resolved by a different department. Effective management of a call queue is vital for optimising efficiency within a call centre. By contrast, inefficient management can result in slow response times, fewer resolutions and unhappy customers.
  • Computed telephony integration: Coordinate and integrate calls utilising traditional telephone and computer-based technology. This can include combining conventional telephone equipment with more modern VoIP (Voice over Internet Protocol) services. Integration of this kind can allow telephone equipment to be managed using a convenient, computer-based user interface. This can eliminate the need to dial telephone numbers that are stored on company databases and can provide the ability to automatically record and log data from each call. Telephony integration also makes it easier to make telephone calls directly from digital devices.
  • Reporting/analytics: Collect valuable data from calls and utilise it for reporting and analytics functions. The best software in this category will automatically collect data and make it accessible via a user-friendly reporting dashboard. This functionality can allow organisations to better understand the volume of calls they make or receive, and the busiest times of the day, month or year. This can be important for optimising staffing levels. Additionally, reporting and analytics may be utilised to monitor performance. For instance, call centres may collect response and call times, first contact resolution rates, the average number of calls required to resolve a problem or make a sale, etc. From there, areas for improvement can be identified and worked on. Solutions with this feature can also be used in place of standalone call centre reporting software.

With the Capterra call centre software directory, users can sort the available options based on the features included within that package. It provides decision-makers to optimise their search and begin the process by only seeing software solutions containing the major features they need. Following the removal of unsuitable options, it becomes significantly easier to sort through the viable options and find the most suitable solution.

What should be considered when purchasing call centre software?

When purchasing call centre management software, many different factors need to be considered, and it can be important for buyers to prioritise the factors that matter most to them. Generally speaking, a good way for organisations to approach this is to ask questions and come up with answers while factoring in their specific circumstances. Some examples of the kinds of questions that should be asked and answered include:

  • How much does call centre software cost? The issue of price is always a factor when acquiring software of any kind, but those seeking out call centre solutions need to think beyond the basic purchasing price. Instead, it is better to try to consider the total cost of ownership, as well as the cost of long-term use. This results in it being easier to compare cloud-based call centre software, where there is a subscription fee, with on-premise software, where there is an upfront price to acquire the software licence. However, it also means decision-makers can factor in some of the long-term costs that are sometimes overlooked, with examples including the cost of installing and otherwise implementing the software, the costs associated with data storage, training staff to full competency, and acquiring technical support and software updates. It is also vital to consider the concept of value rather than simply looking for the cheapest solution. A high-quality solution, which functions well and provides features that will make it useful for years to come, is likely to be a better purchase than a cheaper solution, which has basic functionality and may require an upgrade in the short-term future.
  • What is the best deployment option? The concern of whether cloud-based or on-premise software is better must also be considered when acquiring software of this kind. The on-premise vs cloud debate needs to be approached with an understanding of what is required within a particular organisation and what the priorities are. Cloud-based options are generally delivered on a Software-as-a-Service (SaaS) basis, meaning a third-party software provider manages and delivers the software off-site, using cloud technology for data storage. There are several key benefits to this approach, including the ability to access the software with more devices, remote accessibility, data security benefits, and lower startup costs. Furthermore, cloud-based software is typically paid via a yearly or monthly subscription, and this means the long-term costs, while predictable, can end up higher. With on-premise deployment, the software is installed on-site, and the buyer takes responsibility for data storage. The software purchaser must also take specific security steps, and a one-off fee is paid to acquire the software licence. This means that startup costs are higher, and long-term costs can be more unpredictable because new security measures that need to be taken are not factored into the expenses in the same way as with a SaaS subscription. However, there is a greater sense of personal control, and the long-term costs can end up lower due to the lack of subscription fees.
  • Does call centre software provide multi-channel support? Next, buyers need to explore whether or not the solutions they are considering will provide multi-channel support. The focus of most solutions in this category will be on managing inbound and outbound telephone calls, and the core features are likely to be geared towards this. Yet, the realities of modern call centre work are often more complex than this. In many organisations, call centre staff also need to deal with communication from other channels, including emails, social media, live online chat functions, and instant messaging apps. This can make it beneficial to find software solutions that allow communication from different channels to be stored in one place and accessed alongside data related to telephone calls. When this is possible, sales, marketing, and customer service activities can become far more effective, as relevant information can be utilised, rather than relying on a single communication channel.
  • What third-party integrations are available? It is also worth taking the time to think about possible integration options with third-party software solutions. For example, connecting a call centre solution to a customer relationship management software package could help to make the customer experience more seamless and may assist agents by providing them with more information about a customer and their past interactions with the business. The precise third-party integration options that are required will depend on the other software solutions being used. However, a call centre package that allows integration with third-party software can be extremely valuable.

The most relevant software trends related to call centre applications also need to be thought about before making a purchasing decision. Software that has been designed without any awareness of the latest trends is unlikely to provide all of the tools an organisation needs, and the long-term value of the software is going to be limited. By contrast, software created with an understanding of the latest trends is more likely to retain its value over the long term, and it is more likely to achieve what a buyer needs. Some of the main relevant trends include the following:

  • Remote and hybrid work: The rise of remote and hybrid working models is one of the most significant trends affecting the software. For call centres, it is becoming increasingly common for employees to have the freedom to work from home or the ability to move between office-based and home-based work. For this to be successful, call centres need to invest in software that can handle the related demands. In general, the shift towards remote accessibility has led to increased adoption of cloud-based software because it provides numerous accessibility benefits. Furthermore, remote accessibility has increased the importance of utilising VoIP services because moving telephone equipment between the office and employees' homes is inefficient.
  • Use of machine learning: The use of machine learning technology is already affecting customer relationship management (CRM) software solutions and is going to have an increased presence within call centre solutions in the years to come. Machine learning can potentially automatically analyse data and highlight relevant actions that may need to be taken. For instance, machine learning could alert an organisation if sales targets are in danger of being missed or if customer service resolution times are increasing. Alternatively, machine learning could be used within automated call distribution, with the technology gradually learning which agents are best at resolving different types of problems. This can then result in major improvements to the customer experience.
  • Deployment of AI chatbots: There has been a shift away from voice-based customer interactions recently, with instant messaging apps and live chat functions helping to reduce the burden on call centre agents. This trend has also been aided by the emergence of chatbots powered by artificial intelligence. As this trend continues to expand, call centre software is likely to place a greater focus on integrated functionality. In general, chatbots are a good first point of contact because they deliver rapid response times on a 24/7 basis. However, they can screen customers and collect the most important information before speaking to an agent. When coupled with call centre software, this could mean using chatbots to handle initial customer contact and then generating a log of the conversation. This chatbot conversation can be automatically sent to call centre agents if the issue needs to be escalated to a human level.