6 Best CRM Call Center Software in 2022

As business demands change, it’s crucial to stay ahead of the competitive landscape. A CRM call center software is an essential tool for this purpose. This guide will help you find the best options on market in 2022.

The “top call center software” is a list of the best CRM call centers in 2022. The list includes six different software options.

Customer relationship management (CRM) call center software includes telephonic capabilities that enable you to manage and monitor conversations as well as produce call-centric analytics reports, in addition to tools for contact and lead management. These capabilities are available at a reasonable price from the leading CRM contact center software suppliers. We evaluated hundreds of CRM contact center systems before settling on our top six.

The following are our top recommendations, along with their finest use cases:

• Freshsales is the best option for companies who wish to combine the most important calling tools for sales enablement with an easy-to-use, configurable CRM.
• Agile CRM is ideal for teams that connect with customers via a variety of channels and apps.
• Zoho CRM is an excellent choice for small firms seeking a low-cost, effective CRM with call center features.
• Nextiva is a great option for businesses looking for comprehensive contact center automation capabilities.
• Bitrix24: Designed for enterprises that need contact center functionality as well as project management tools.
• Voicent is a great option for businesses that need complex contact center capabilities like an auto-dialer, phone surveys, and call routing.

Compare the Best CRM Call Center Software

*Based on a yearly billing cycle

Freshsales: Best CRM Call Center Software Overall

Freshsales

4.79 OUT OF 5 STARS FOR THE OVERALL PERFORMANCE

What We Enjoy

• Freshdesk Contact Center (Freshsales’ contact center software) is a platform solution.
• A free plan is available for both the CRM and call center alternatives.
• Individual sales success is measured using the analytics tool, which takes into account outbound calls, pipeline process, and client contacts.

What Isn’t There

• If you want all of the capabilities provided by both the CRM and Freshdesk Contact Center, it might become pricey.
• For the call functionality of the CRM and Freshdesk Contact Center, the mobile app has been known to crash and become unresponsive.
• Freshdesk Contact Center cannot switch to Freshchat’s live chat platforms when on the phone.

A Quick Look at Freshsales Pricing*

• There are no limits to how many people may utilize it (limited features)
• $15 per month per user growth
• Pro: $39 per month, per user
• Enterprise: $69 per month for each user
• Freshsales Suite (Sales + Marketing CRM): Prices range from Freshsales Suite (Sales + Marketing CRM): Ranges from $0 to $69 per user, per month to $69 per month, depending on the number of users.
• 21-day free trial for premium plans

Paid-for add-ons include:

• $5 for additional workflows
• Credits for phones start at $25.
• CPQ (Configure, Price, & Quote): $19 per user, per month

*Based on a yearly billing cycle. Monthly pricing is also available at slightly higher rates.

Freshworks’ Freshsales CRM has built-in cloud telephony features such automated inbound call routing, click-to-call functionality, call recording, and call queues. Sales call and team performance metrics are among the easy-to-use contact center solutions. It also includes a mobile app that allows you to make and receive calls while on the move, log them, and associate them with a contact, transaction, or account.

Freshdesk Contact Center (free or beginning at $15 per agent, per month) is a good option if you require more extensive contact center functionality. International phone numbers, vanity numbers, call blocking, voice bots, and abandoned call analytics are just a few of the features included in this smart contact center software inside the Freshworks platform.

Freshsales provides a terrific pricing point for a CRM system with good basic call center functions for small enterprises. However, the cost of multiple agents, the number of calls, call time, and Freshsales and Freshdesk Contact Center subscriptions might all skyrocket. To understand more about the intricacies of your entire operating expenses, use its Call Center Estimator. For simple CRM contact center software options with more budget-friendly price schemes, look at Zoho CRM or Agile CRM.

Freshsales Highlights

Automatically track sales calls and upload call logs to your CRM with the built-in phone dialer (Source: Freshsales)

Call routing automation in Freshdesk Contact Center (Image courtesy of Freshdesk)

• Contact management, account management, contact lifecycle phases, activity timeline, auto-profile enrichment, sales activities (tasks, appointments, and notes), and activity home dashboard are all included in the core CRM system.
• Module renaming, custom fields, contact and account avatars, record tags, product catalog, email template tags, workflows, and auto-assignment rules are all examples of CRM customization.
• Deal management, graphic sales pipelines, communication via Slack, rotten deals, numerous sales pipelines, sales targets, and sales forecasting are all examples of sales pipeline management.
• Built-in phone, purchase of local and toll-free numbers, inbound caller ID, call masking, call recording, voicemails and voicemail drop, call queues, BYOC, conference calling, holiday routing, virtual hold, and warm transfer are all features of cloud telephony.
• Chat widget, discussion threads, chat assignment rules, prepared replies, private notes, FAQs (frequently asked questions) articles, auto-resolve rules, IntelliAssign (automated chat assignment based on agent availability and workload), and chat campaign
• Predictive contact scoring, lead generation bot, smart matching (data deduplication), chatbot, deal insights (close rate, trending, at risk, or cold), and forecasting insights are all features of Freddy AI (artificial intelligence) assistant.
• Messaging channels (SMS, Facebook Messenger, WhatsApp, and Apple Business Chat), website (traditional forms, smart forms, and website tracking), application programming interface (API) access, and Freshworks Marketplace integrations are all available.
• Android and iOS applications, voice notes, booking Uber from CRM, Google Maps connection, caller ID, location check-in, automated call tracking, documents, and offline access
• Help and support are available 24 hours a day, 7 days a week by phone, chat, and email; Enterprise users have access to a dedicated account manager.

Learn how Freshsales may help your developing company by reading our Freshsales review.

Freshsales is a great place to start.

Best CRM Call Center Software for Multi-Channel Communications: Agile CRM

Agile CRM

4.65 OUT OF 5 STARS FOR THE OVERALL PERFORMANCE

What We Enjoy

• Twilio, Skype, and RingCentral are just a few of the communication apps that may be integrated.
• Tag-based calling features may be used to mark select contacts as essential or to assign them to a special accommodation.
• Improved caller ID and call scripts are included in two-way telephony.

What Isn’t There

• Only the upper grades have telephony services.
• Only the most expensive package includes call center capabilities like post-call automation and automated voicemails.
• Website monitoring is not reported by Google Analytics.

A Quick Look at Agile CRM Pricing*

• Up to ten users are free (limited features available)
• Starter: $9.99 per month for each user
• Regular price: $39.99 per month, per user
• Enterprise: $64.99 per month for each user

*Based on a yearly billing cycle. Monthly pricing is also available at slightly higher rates, and two-year contracts are available at slightly lower rates.

You can combine Agile CRM with third-party phone applications so that you may make and receive calls straight from your CRM. Voice-over-internet-protocol (VoIP) providers such as Twilio, CounterPath, Skype, and RingCentral are among the most common integrations. Even before you get a call, its improved caller ID offers you with real-time information about a caller. Call scripts, voicemail drops, and call forwarding are among the call automation options available.

Agile CRM’s calling capabilities are only accessible in its two top levels, unlike Freshsales and Bitrix24, who both provide phone connectors and functionalities as part of their free plans. Aside from that, its post-call automation, call recording, and voicemail features are exclusively available to Enterprise customers. Another rival is Zoho CRM, which provides comparable basic calling functions at a lower cost.

Features of Agile CRM

Third-party integrations and CRM telephony (Source: Agile CRM)

• Contact management, a centralized database, a calendar, documents, and deals are all CRM sales necessities.
• Lead scoring, appointment scheduling, gamification, project management, lead prospector, CRM reporting, e-docs and proposals, document signature, and email finder are all examples of sales enablement tools.
• Inbound computer telephony integration (CTI), auto-dialer, voicemail drops, call recording, call scripts, post-call automation, call conferencing, and virtual private branch exchange are some of the telephony features available (PBX)
• Marketing automation (email marketing, email tracking, and newsletters), online engagement (landing pages, web forms, and CRM analytics), and mobile marketing are all examples of marketing automation.
• Help desk, service automations (automated replies and ticket feedback), live chat, and knowledge base are all examples of customer service.
• Twitter, Facebook, Zendesk, ClickDesk, IMAP, Google Workspace, Twilio, RingCentral, SendGrid, Amazon SES, Plivo, Stripe, Shopify, Drupal, Unbounce, and Zapier are some of the most popular integrations.
• Android and iOS applications provide a mobile dashboard, contact management, deal monitoring, events and tasks, and Google Calendar synchronization.
• Setup manuals, training courses, and email and phone help are available 24 hours a day, seven days a week.

Check out our Agile CRM review to learn more about the various advantages that adopting this software may provide for your business.

Visit Agile CRM for more information.

Zoho CRM: The Most Economical CRM With Call Center Functions

Zoho CRM

4.43 OUT OF 5 STARS FOR THE OVERALL PERFORMANCE

What We Enjoy

• Integration with PBX systems provides detailed statistics on sales calls-to-deals, enabling call tactics to be tweaked for improved results.
• The data from call reporting is presented in an easy-to-understand style.
• Zoho Desk includes call center software, and the Zoho ecosystem includes customer service tools.

What Isn’t There

• The free plan is restricted to three users and offers very few features.
• Customer service is limited; premium assistance must be purchased separately.
• The majority of CRM customisation is only accessible in the most expensive package.

A Quick Look at Zoho CRM Pricing*

• Free for up to three users (minimal features)
• Bigin: $7 per month, per user
• Standard: $14 per month per user
• Professional: $23 per month for each user
• Enterprise: $40 per month for each user
• Ultimate: $52 per month per user
• Zoho CRM Plus costs $57 per month per user.
• 15-day free trial

Add-ons:

• Additional 5GB of file storage is $4 per month.
• Additional data storage costs between $2 and $4 per 100MB.
• $12 per request for additional data backup

*Based on a yearly billing cycle. Monthly pricing is also available at slightly higher rates.

Zoho CRM has a free version with limited capabilities and a premium version with more features. It contains an integrated telephone system that enables you to purchase local or toll-free numbers as well as assign unique outgoing numbers to each of your agents. This solution interacts with Zoho Desk, giving you free access to email ticketing and help desk features. You may also use Ring.io, Amazon Link, and Zoho PhoneBridge to connect it to other telephony and PBX solutions.

Because Zoho CRM is an all-in-one sales system with a comprehensive set of capabilities, one of the problems of utilizing it is navigating through its extensive features. Consider Voicent or Nextiva if you want call center software that isn’t as difficult as a full-featured CRM.

Features of Zoho CRM

For future calls, set a call reminder. (Image courtesy of Zoho CRM)

Calls should be associated with current tickets. (Image courtesy of Zoho Desk)

• Leads, contacts, accounts, deals, tasks, events, call logs, notes, sales forecasting, email insights, different currencies, scoring rules, assignment rules, email parser, and numerous pipelines are all part of the sales force automation process.
• Page customization, renaming tabs, custom fields, custom modules, page layouts, and custom list views are all examples of CRM customization.
• Telephony: PBX integration, single-click dialing, impending and missed call reminders, automated call scheduling and post-call activities, auto-log calls, update call status, and preserve notes
• Data enrichment, conversational artificial intelligence (AI) assistant, reminders, best time to contact, smart automations, assignment ideas, AI for emails, and best recommendations are all features of Zia (artificial intelligence).
• Standard and custom reports, scheduled reports, charts, key performance indicators (KPIs), funnels, target meter, comparator, cohorts, anomaly detector, dashboard, webform analytics, webform A/B testing, and workflow reports are among the reports and analytics available.
• Twitter and Facebook profiles, social tabs, automated lead creation from social media, and social engagement with leads and contacts may all be used to enrich data.
• Email templates, email opt-out, bulk email, marketing campaigns, customer segmentation, and auto-responders are all examples of marketing automation.
• Web forms include lead-to-lead, contact-to-contact, and case-to-case forms.
• Team collaboration features include a motivator (gamification), calendar, status updates, direct communications, attaching files to leads, tagging, and groups.
• Products, price books, sales quotations, sales orders, invoices, suppliers, and purchase orders (for Professional and above plans only):
• Apps for online meetings, phone, and PBX, team collaboration, office productivity, storage, analytics, email marketing, customer service, finance, company operations, website visitor monitoring, and maps and route planning are just a few of the integrations available.
• Deals, contacts, tasks, analytics dashboards, RouteIQ (route planning), and mobile card scanners are all managed through mobile applications for Android and iOS (convert business cards into CRM contacts)
• Customer support: Knowledge base, FAQs, community forum, training, videos, webinars, e-books, and Zia on-screen tips; tier-based customer support via email (24/7), phone (critical cases only or 24/5), and live chat (24/5); tier-based customer support via email (24/7), phone (critical cases only or 24/5), and live chat (24/5)

Read our Zoho CRM review to learn more about the software’s features and capabilities.

Go to the Zoho CRM website.

Nextiva is the best option for automating call center functions.

Nextiva

4.28 OUT OF 5 STARS FOR THE OVERALL PERFORMANCE

What We Enjoy

• Customer service is available 24 hours a day, 7 days a week by phone, live chat, and email.
• Set up the phone system using a drag-and-drop call flow builder.
• Known for having a high uptime rate and little outages

What Isn’t There

• There is no free plan available.
• Only videos are used for training.
• Doesn’t provide email marketing services

A Quick Look at Nextiva’s Pricing*

• Essential: Prices start at $28.95 per month per user.
• Professional: Prices start at $33.95 per month per user.
• Enterprise: Starts at $43.95 per month for per user.
• Ultimate: Starts at $73.95 per month for per user.
• For pricing on a cloud contact center, please contact sales.
• 7-day free trial

*Based on a yearly billing cycle. Monthly pricing is also available at slightly higher rates, while 24-month, 36-month, and prepay 36-month agreements are available at lower rates.

Nextiva provides corporate communication plans that combine phone, video, chat, and collaboration technologies into one app. Unlimited high definition (HD) calling, call forwarding, screen sharing, and personalized caller ID are among the features. It includes strong automation tools that enable you to automatically deploy surveys following conversations, prioritize instances with negative customer feedback, and send emails to new prospects, despite the fact that it does not behave like a standard CRM.

Nextiva is a great tool for managing corporate communications, but it may not be the greatest fit for your company if you need a lot of customer assistance. In such situation, Freshsales or Bitrix24 are two CRM contact center software solutions that are both free and economical.

Features of Nextiva

On a single screen, the call pop feature displays all essential customer information and interactions (Source: Nextiva)

• Unlimited calling inside the United States and Canada, a free local and toll-free number, 1,500 to 12,500 toll-free minutes, high-definition (HD) voice, auto-attendant, unlimited internet fax, and free number porting are all included in the voice calling plan.
• Call pop (complete customer information view), voice-to-email notifications, voice-to-SMS notifications, voicemail transcription, team presence (agent status and availability), shared line appearance, professionally recorded greeting, single sign-on, hold music, and call grouping are all examples of voice productivity.
• Unlimited conference calls, unlimited video calling, and HD video calling are available for meetings.
• Team messaging and collaboration, private group messaging, screen sharing, and mobile SMS and MMS are all examples of cooperation (multimedia messaging service)
• Call history, call log reports, and voice analytics are just a few of the voice analytics and reports available.
• Admin portal, user portal, dashboard, real-time system status alerts, and call recording are all available for voice management.
• Phones: BYOD (bring your own device), rental choices for desk and conference phones, desk phone, and conference phone
• Nextiva CRM, Salesforce, Microsoft Outlook, Google Contacts, HubSpot, Zendesk, NetSuite, ServiceNow, ConnectWise, and Microsoft Dynamics GP are just a few of the integrations available.
• Apps for Android and iOS are available; Nextiva Anywhere is also available (inbound and outbound calls from your own mobile device)
• Multi-site support, real-time system alert status, expert deployment, and 24/7 email, chat, and phone assistance are all available to customers.

Check out our Nextiva review to see whether it’s the ideal fit for your expanding company.

Go to Nextiva to learn more.

Bitrix24: Best for Combined Call Center & Project Management Tools

Bitrix24

3.59 OUT OF 5 STARS FOR THE OVERALL PERFORMANCE

What We Enjoy

• Anywhere in the globe, phone functions are useful.
• When measured per user, it is rather affordable.
• Collaboration features in call center software work nicely with project management software.

What Isn’t There

• There is no customer phone support available.
• The user interface might be challenging to navigate.
• Only the most expensive plans include unlimited call recording.

A Quick Look at Bitrix24 Pricing*

• There are no limits to how many people may utilize it.
• $39 per month (basic) (5 users)
• $79 per month is the standard rate (50 users)
• $159 per month for professionals (unlimited users)

*Based on a yearly billing cycle. Monthly and quarterly pricing are also available at slightly higher rates.

Bitrix24 is a customer relationship management system with project management capabilities that may be utilized for particular contact center operations. Inbound calls, for example, might be assigned as tasks inside a project. You may also use the contact center to create leads based on answered and missed calls. You may also correlate calls to transactions by connecting your phone to your CRM.

If you require extra tools for human resources or website design, this package is ideal. You may call your employees or customers straight from your CRM software thanks to its telephonic functionality. Before you make a conversation, you may simply retrieve crucial contact info such as business position or order details.

Zoho CRM, like Bitrix24, has solutions for handling human resource activities. Bitrix24 has the upper hand when it comes to project management tools, thanks to its Gantt chart generating and Kanban board capability. It does not, however, provide phone customer service, and its user interface might be confusing for newcomers. Freshsales, on the other hand, features an easy-to-use interface and infinite assistance.

Features of Bitrix24

The telecommunication solution from Bitrix24 (Image courtesy of Bitrix24)

• CRM features include unlimited leads, deals, contacts, quotes, and invoices, as well as lead and deal conversion, product catalogs, sales pipelines, sales automation tools, custom fields, document generators, custom stages, client profiles, activity timelines, recurring deals and invoices, automatic duplicate detection, payment and delivery, and inventory management.
• Connect multiple channels to your CRM (phone, email, live chat, and social media messaging); built-in telephonic callback widget, website widget, and email copy storage
• Call routing, call transfer, VoIP integration, internal extensions, work hour settings, voicemail and greetings, call-to-all distribution mode, missed call forwarding, export call details, automatic dialer, client conversation rating, interactive voice response (IVR) menu, queue groups, automatic call transcription menu, and call recording
• Extranet (private network with limited access for outsiders), chat, HD video calls, video conferencing, business drive, calendar, company social network, news feeds, work groups, announcements, surveys, appreciation badges, video announcements, company knowledge base, and smart search
• Tasks and projects: Tasks, Kanban boards, project management, auto-focus mode (automatically arrange tasks based on priority), scrum, efficiency KPI, task automation, connect files from drive, workflow integration, access rights, and report builder are all available.
• Sites and landing pages: visual website builder, call tracking integration with Bitrix24, free website hosting, website widget, customer journey tracking, and site import and export
• Online shop builder, items, orders, checkout scripts, order processing, payment processing, access rights, coupons, cumulative discounts, automation rules, fixed shipping prices, shipping cost calculator, and inventory management are all included in the ecommerce package.
• Customer segmentation, segment-based email marketing, audience search, Facebook advertising, ad automation rules, and email templates are all examples of CRM marketing.
• Automatic customer journey monitoring, analytical reporting, automated ad management, call tracking, and offline ad tracking are all examples of sales intelligence.
• Corporate social network, employee profile page, company structure, employee directory, rapid employee search, work time monitoring, absence management, work reports, company knowledge base, and meetings are all examples of human resources (HR) technologies.
• Deals, contacts, businesses, bills, offers, items, tasks, and projects; Android and iOS applications
• Help desk, online training (tool tips, FAQs, video tutorials, and webinars), chat with tech support, and email help are all available to customers.

This Bitrix24 review was written to help you determine whether this solution is right for your company.

Bitrix24 is a website that you should check out.

Voicent is the best call center software with advanced features.

Voicent

3.03 OUT OF 5 STARS FOR THE OVERALL PERFORMANCE

What We Enjoy

• Has an email campaign tool built-in
• Even for outgoing calls, an automated phone survey is included.
• Predictive dialing tools are available, which may significantly increase call productivity.

What Isn’t There

• Certain capabilities, such as inbound call center caller ID and workflow automation, are not included in the base price.
• There is no mobile application.
• Self-help courses and instructional videos are the only forms of free customer assistance available.

A Quick Look at Voicent Pricing*

• Voicent Cloud All-in-One: $19 per agent, every month
• Fees for use begin at 1.5 cents per minute.
• 30 day free trial

Support & Training:

• Professional Support & Training: Ranges from $149 to $499 one-time fee
• Annual support costs $99 per month (paid annually) or 30% of the software’s cost.
• $185 per hour for one-time product assistance via phone

Add-ons:

• $15 per number for an inbound call center with a phone number.
• $15 per number for a 2-way text messaging advertising tool with a number
• $7 for each additional inbound/outbound voice channel
• $99 per account for workflow automation and customer journey management.
• Caller ID costs $2 per number.
• $5 per user for an email marketing tool
• $10 per user, according to the call center management
• Monthly fee for a dedicated cloud account is $250.

*Based on a yearly billing cycle. Monthly pricing is also available at slightly higher rates.

Voicent is a communication platform with an integrated CRM that includes basic contact and lead management features. It comes with contact center-specific technologies including automated outbound phone surveys, IVR, and an auto-dialer to assist agents be more productive. Other CRM systems that it interfaces with include Zoho CRM, Salesforce, and SugarCRM.

Voicent’s shortcomings include a lack of a mobile app, a lack of third-party connectors, and restricted customization choices. It also doesn’t have any capabilities for running web marketing campaigns. Other contact center capabilities, such as inbound call center caller ID, workflow automation, and email campaigns, cost extra. Choose Agile CRM or Zoho CRM if you require a CRM with phone features and additional customization choices.

Features of Voicent

Dashboard for call center managers (Image courtesy of Voicent)

• Contact management, CRM import wizard, saving search criteria, custom fields, custom sales pipeline categories, custom displays, agent access management, and custom agent roles and permissions are all available via CRM.
• Business automation: Track website traffic and online forms, workflow triggers, contact activity monitoring, daily sales and prospective deals, agent performance and activity, personalized caller experience, and automated CRM pop-up on phone conversations.
• Auto-dialer, predictive dialer, PBX phone system, outbound call center, inbound and outbound IVR, email and SMS marketing, phone and SMS surveys, and inbound call center are just a few of the contact center technologies available.
• Paid support includes product training, standard setup, professional support, remote login, and free upgrades, as well as license transfers, remote support services, maintenance, and email and phone assistance.

Visit Voicent for more information.

How We Decided Which CRM Call Center Software Was the Best

Within the platform or via a third-party app interface, excellent call center CRM software delivers state-of-the-art capabilities specialized to phone calling activities. Reporting capabilities should be included in the program to monitor call logs and contact center operations. Furthermore, effective CRM providers provide excellent customer service, are simple to use, and have affordable price options—all of which are essential CRM benefits for small companies.

Freshsales is the finest contact center CRM software, according to our research, since it can provide unique call center features like Queue Callback (virtual hold), Bring Your Own Carrier, and supervisor call center controls, in addition to CRM sales and marketing capabilities.

More information about our selection method for the top free customer service software may be found in the sections below:

40% of the overall score

The most significant elements for every small company selection are often total expenses, as well as a range of price possibilities. As a result, it received the highest weight while comparing the top contact center CRM software. These criteria took into consideration the availability of free accounts, a wide range of subscription alternatives, and payment flexibility.

20% of the overall score

We looked at contact center industry-specific CRM functions that we believe a necessary, in addition to general fundamental CRM elements. Tools for making and receiving phone calls, outbound call monitoring, third-party connections, sophisticated contact management features, and mobile capabilities are among these characteristics.

15% of the overall score

Any application’s features are only as useful as they are useable. As a result, we looked at how easy it was to use in terms of the knowledge necessary to combine it with other programs, the competence required to run the contact center capabilities, and the general usability of the interface.

15% of the overall score

We examined it in terms of customer service hours, phone support, live chat assistance, and email support, and it carries the same weight as the ease-of-use factor.

10% of the overall score

We looked at trustworthy review sites and acquired professional advice from other sources in addition to our personal experiences with the providers. We looked at unique features, overall value for money, popularity, and usability.

*Percentages based on total score

The “agile crm” is a software designed to help businesses create and manage their CRM. It is one of the best CRM call center software in 2022.

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