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Top 20 Enterprise Call Center Software 2023

Best Enterprise Call Center Software: Enterprise Call Center Software is a specialized software solution that facilitates and optimizes customer interactions within large-scale call center environments. It provides comprehensive tools and features to manage and streamline incoming and outgoing calls, handle customer inquiries, route calls to the appropriate agents, and track performance metrics. These software solutions typically offer automatic call distribution, interactive voice response (IVR), real-time analytics, reporting capabilities, and integration with other customer relationship management (CRM) systems. Enterprise Call Center Software empowers organizations to deliver exceptional customer service, improve operational efficiency, and enhance overall customer satisfaction.

Features of Enterprise Call Center Software: Enterprise Call Center Software offers many features to optimize and streamline customer interactions. These include automatic call distribution, ensuring incoming calls are efficiently routed to the appropriate agents based on predefined rules and agent availability. Interactive voice response (IVR) systems allow customers to navigate a menu of options using voice or keypad input, enabling self-service for common inquiries. Real-time analytics provide valuable insights into call volume, agent performance, and customer satisfaction metrics. Reporting capabilities allow managers to track key performance indicators and make data-driven decisions. Integration with CRM systems ensures seamless access to customer information, enhancing personalized service and overall customer experience.

Uses of Enterprise Call Center Software: Enterprise Call Center Software is utilized to streamline and optimize customer interactions within large-scale call centers. It facilitates efficient call routing, enables self-service options through interactive voice response (IVR), provides real-time analytics for performance tracking, and integrates with CRM systems to enhance personalized service and customer satisfaction.

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Top 20 Enterprise Call Center Software 2023

An enterprise call center software is the backbone of customer support operations, facilitating efficient communication and enhancing overall customer experience. To help you choose the best solution for your organization, we’ve compiled a comprehensive list of 20 enterprise call center software options for 2023. Each software will be discussed in detail, including its general information, features, pros, and cons.

1. Nextiva

Nextiva is a cloud-based call center software known for its unified communication and collaboration solutions. It offers a comprehensive suite of features to enhance customer interactions and streamline business operations.

Features:

Nextiva provides advanced call routing, IVR, call recording, real-time analytics, and CRM integration. It also offers omnichannel support, team collaboration tools, and robust reporting capabilities. Nextiva’s intuitive interface and scalable architecture suit businesses of all sizes.

Pros:

Nextiva stands out with its exceptional customer support, reliable call quality, and easy setup process. It seamlessly integrates with popular CRMs and productivity tools, improving agent efficiency. Additionally, Nextiva’s real-time analytics empower organizations to make data-driven decisions.

Cons:

Some users have reported occasional delays in customer support responses. While Nextiva offers a range of features, customization options may be limited for businesses with complex requirements.

2. Bitrix24

Bitrix24 is a comprehensive call center software that offers a range of features for efficient communication and collaboration within organizations. It combines call center functionality with project management and CRM tools, making it a versatile business solution.

Features

Bitrix24 provides inbound and outbound call management, recording, IVR, and intelligent call routing. It offers task management, document sharing, CRM integration, and internal messaging capabilities. Bitrix24’s cloud-based architecture allows for remote access and easy scalability.

Pros

Bitrix24 offers a wide range of features at an affordable price. Its integration with CRM and project management tools enhances productivity and streamlines operations. The software also provides real-time analytics, enabling organizations to monitor call center performance effectively.

Cons

Some users find the user interface overwhelming due to the abundance of features. Customization options may be limited, making it less suitable for businesses with unique requirements. Additionally, occasional latency issues have been reported, affecting call quality.

3. LiveAgent

LiveAgent is a cloud-based call center software to streamline customer support and communication processes. It offers robust features and is known for its user-friendly interface.

Features

LiveAgent provides multi-channel support, including voice, email, live chat, and social media integration. It offers call routing, IVR, call recording, ticket management, and knowledge base functionality. The software also includes real-time monitoring, reporting, and analytics features to track and improve call center performance.

Pros

LiveAgent excels in its ease of use, allowing agents to handle multiple channels from a single interface. It offers customizable ticketing and automation options, improving workflow efficiency. The software integrates with popular CRMs, e-commerce platforms, and other business tools, enhancing productivity and data management.

Cons

Some users have reported occasional glitches or system downtime, affecting overall reliability. Advanced features such as sentiment analysis and predictive analytics require higher-tier plans, increasing costs. While it provides solid ticketing and live chat capabilities, the voice calling features may be relatively basic compared to specialized call center solutions.

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4. Dixa

Dixa is a cloud-based call center software that focuses on delivering personalized customer experiences. It aims to unify customer engagement across multiple channels and provides a range of features to optimize customer support operations.

Features

Dixa offers multi-channel support, including voice, email, chat, and social media integration. It provides intelligent routing, IVR, call recording, real-time monitoring, and analytics. Dixa also offers collaboration tools, CRM integration, and a unified inbox to streamline agent workflows.

Pros

Dixa stands out for its user-friendly interface, allowing agents to handle interactions seamlessly. It emphasizes personalized customer experiences through customer context and history tracking. Dixa’s real-time analytics empower organizations to make data-driven decisions and optimize customer support strategies.

Cons

Some users have reported occasional lags or glitches in the software. While Dixa offers strong multi-channel support, advanced features like AI-powered automation may be limited. Pricing may concern smaller businesses or those with a high volume of interactions.

5. Twilio Flex

Twilio Flex is a cloud-based contact center platform that provides a highly customizable and scalable solution for businesses of all sizes. It offers various features and APIs to build tailored contact center experiences.

Features

Twilio Flex provides omnichannel support, including voice, chat, SMS, and email. It offers intelligent routing, IVR, call recording, real-time reporting, and analytics. Twilio Flex also allows for deep customization through APIs, enabling businesses to create unique workflows and integrations.

Pros

Twilio Flex’s flexibility and customization options are its significant strengths, allowing businesses to build contact center solutions tailored to their needs. It seamlessly integrates with third-party systems, enabling easy data sharing. The platform’s scalability makes it suitable for businesses experiencing growth or fluctuations in call volume.

Cons

Due to its highly customizable nature, Twilio Flex requires more technical expertise and development resources to set up and maintain. The learning curve for configuration and customization can be steep for users unfamiliar with programming. Additionally, pricing can vary depending on the specific features and usage requirements.

6. Dialpad

Dialpad is your communication sidekick, simplifying your call center operations while ensuring smooth and productive conversations. Its user-friendly interface and comprehensive feature set make it an ideal choice for businesses looking to optimize their customer interactions.
Features

With Dialpad, you can enjoy intelligent call routing, recording, and transcription services. It offers seamless integration with popular business tools like G Suite and Salesforce. Dialpad’s analytics and reporting capabilities give you valuable insights into call performance and customer interactions.

Pros

Dialpad’s user-friendly interface and intuitive design make it a breeze. It empowers teams with collaborative features like real-time messaging and video conferencing. Plus, it offers scalability, allowing businesses to expand effortlessly as they grow.

Cons

Some users have reported occasional connectivity issues, affecting call quality. Customization options may be limited compared to more advanced call center solutions. Additionally, pricing plans may vary depending on your team’s desired features and size.

7. Atos

Atos is like a tech wizard, providing cutting-edge solutions for businesses’ digital transformation needs. As a global IT services company, Atos offers various services and products, including call center software, to help organizations thrive in the digital age.

Features:

Atos’ call center software offers advanced features like intelligent call routing, IVR, CRM integration, and real-time analytics. It provides a seamless customer experience across multiple channels, enhancing customer satisfaction and agent efficiency.

Pros:

Atos’ expertise in IT services ensures reliable and robust call center software. Its solutions are highly scalable, accommodating the needs of businesses of all sizes. Atos’ commitment to innovation means you’ll have access to the latest technological advancements.

Cons:

The comprehensive nature of Atos’ solutions may be overwhelming for businesses with simple call center requirements. Pricing plans may vary depending on specific needs, potentially making it less affordable for smaller organizations.

8. Vonage

Vonage is a leading provider of cloud communication services, offering various solutions for businesses of all sizes. It specializes in Voice over IP (VoIP) technology, allowing organizations to make online calls rather than traditional phone lines.

Features:

Vonage offers a comprehensive suite of communication features, including voice, messaging, video conferencing, and team collaboration tools. It provides intelligent call routing, IVR, call recording, and analytics to optimize call center operations. Vonage integrates with popular CRMs and business tools for seamless workflows.

Pros:

Vonage’s VoIP technology provides cost savings and flexibility, enabling businesses to make calls from anywhere with an internet connection. It offers a reliable and scalable infrastructure, ensuring high call quality and performance. Vonage’s integration capabilities enhance productivity and streamline workflows.

Cons:

Some users have reported occasional connectivity issues or call quality fluctuations. The pricing structure can be complex, with additional costs for advanced features or international calls. Customization options may be limited compared to specialized call center software.

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9. inContact

inContact is a robust and scalable call center software that empowers businesses to optimize their customer support operations. Its comprehensive feature set and strong reporting capabilities provide the tools necessary to deliver exceptional customer experiences.

Features

inContact offers many features, including ACD, IVR, omnichannel routing, workforce optimization, and real-time monitoring. It also provides advanced reporting and analytics to track call center performance and make data-driven decisions.

Pros

inContact excels in its ease of implementation and scalability, making it suitable for businesses experiencing growth. Its robust reporting capabilities enable organizations to gain insight into call center operations. Additionally, inContact offers reliable call quality and provides excellent customer support.

Cons

Some users have reported occasional latency issues, or system lags. Advanced features may come at an additional cost, which can be a consideration for businesses on a tight budget. Customization options may also be limited compared to specialized call center software.

10. Channels

 Channels is a modern call center software that simplifies communication and empowers businesses to deliver exceptional customer experiences. Its user-friendly interface and comprehensive feature set, making it a strong contender for organizations seeking efficient and scalable call center solutions.
Features

Channels offer a comprehensive range of features, including inbound and outbound call management, IVR, intelligent call routing, real-time analytics, and reporting. It also provides multichannel support, integrating voice, email, chat, and social media platforms.

Pros

Channels stand out with its sleek and intuitive interface, making it easy for agents to handle customer interactions efficiently. It offers customizable workflows and automation options, streamlining call center operations. The software provides real-time analytics, empowering businesses to make data-driven decisions.

Cons

Some users have reported occasional technical issues or glitches. Advanced features may require additional costs, limiting customization for businesses with specific requirements. Support documentation and resources may be limited compared to more established call center software providers.

11. HubSpot

HubSpot is a powerful CRM platform that offers a comprehensive suite of features to optimize customer engagement and sales processes. Its user-friendly interface and automation capabilities make it a popular choice among businesses. However, organizations should carefully consider their specific needs and budget when evaluating the pricing and limitations of HubSpot’s offerings.
Features

HubSpot offers a unified inbox for managing customer communication across various channels, including email, live chat, and social media. It provides automation features, contact and lead management, analytics, and reporting. HubSpot’s CRM integrates seamlessly with its marketing and sales tools, enabling a holistic view of customer interactions.

Pros

HubSpot’s user-friendly interface and intuitive design make it easy for teams to adopt and use effectively. It offers robust automation capabilities, empowering businesses to streamline workflows and nurture customer relationships. HubSpot’s extensive marketplace provides many integrations to enhance its functionality.

Cons

The free version of HubSpot may have limitations for businesses with more advanced needs. Pricing plans for additional features can be expensive for smaller organizations. Some users find the reporting and analytics features less robust than specialized analytics tools.

12. BT.com

BT.com is a cloud-based call center software designed for businesses that handle a high volume of calls. It offers a variety of features, including call routing, management, and analytics. It is also integrated with popular business applications like Salesforce and Microsoft Dynamics. BT.com is a one-stop destination for individuals and businesses seeking reliable telecommunications and broadband services. With its comprehensive offerings and strong customer support, it aims to provide seamless communication experiences. However, customers should consider pricing and availability before committing to BT.com services.
Features

BT.com provides various features tailored to meet the communication needs of individuals and businesses. These include high-speed internet connectivity, reliable phone services, digital TV packages, mobile plans, and comprehensive customer support.

Pros

BT.com offers a wide range of services under one roof, making it convenient for customers to meet their communication needs. The company has a robust network infrastructure, ensuring reliable and fast connections. It provides comprehensive customer support, assisting users with technical issues and account management.

Cons

Some customers may experience occasional service disruptions or outages as with any service provider. Pricing for bundled services can be expensive compared to standalone alternatives. Availability may be limited to specific geographic regions, restricting access for potential customers.

13. CallShaper

CallShaper is a robust call center software solution that optimizes outbound call campaigns. Predictive dialing technology and real-time analytics features increase agent productivity and campaign efficiency. However, businesses requiring extensive inbound call management features or advanced customization options may need to explore alternative solutions.
Features

CallShaper provides predictive dialing, automated call distribution, call recording, real-time analytics, and reporting tools. It also offers campaign scripting, lead management, and CRM integration to streamline operations and improve customer interactions.

Pros

CallShaper’s predictive dialing technology increases agent talk time by minimizing idle time between calls. The software’s real-time analytics and reporting features allow managers to monitor and optimize campaign performance. It offers easy integration with existing systems and has a user-friendly interface.

Cons

CallShaper primarily focuses on outbound call campaigns and may not provide as many features for inbound call center operations. Some users have reported occasional technical glitches or delays in customer support responses. Customization options may be limited compared to more advanced call center solutions.

14. Convoso

Convoso is a comprehensive call center software solution offering various features to optimize outbound and inbound call campaigns. Its automated dialing and intelligent call-routing capabilities improve agent productivity and campaign efficiency. However, organizations should consider the potential technical issues and customization requirements when evaluating Convoso as their call center software provider.
Features

Convoso offers automated dialing, intelligent call routing, recording, real-time monitoring, and analytics. It also provides lead management, CRM integration, and customizable scripting to enhance campaign performance and efficiency.

Pros

Convoso’s automated dialing and intelligent call routing features help maximize agent talk time and improve call center efficiency. Its real-time monitoring and analytics tools allow managers to track campaign performance and make data-driven decisions. The software offers easy integration with CRMs and customizable scripting for personalized customer interactions.

Cons

Some users have reported occasional technical issues or delays in customer support responses. Advanced customization options may require additional development resources. Pricing plans may vary depending on the desired features and scale of operations.

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15. Webex

Webex is a leading cloud-based collaboration platform that offers a suite of communication and collaboration tools. It enables teams to connect and collaborate through video conferencing, online meetings, messaging, and file sharing.

Features

Webex provides high-quality video and audio conferencing capabilities, allowing participants to join meetings from any device or location. It offers screen sharing, document sharing, and whiteboarding features to enhance meeting collaboration. Webex also includes chat functionality for instant messaging and team communication.

Pros

Webex is known for its reliability and robust security features, ensuring safe and uninterrupted communication. It supports large meetings with up to thousands of participants. The platform integrates with popular productivity tools, such as Microsoft Teams and Google Workspace, enhancing workflow efficiency.

Cons

Some users have reported occasional connectivity issues, impacting the audio or video quality. Advanced features like transcription or meeting recordings may require additional subscription plans. The user interface and setup process may be overwhelming for new users.

16. Net2phone Canada

Net2phone Canada is a leading provider of cloud-based communication solutions for businesses in Canada. It offers various services, including VoIP phone systems, unified communications, and contact center solutions.

Features

Net2phone Canada provides a comprehensive set of features to enhance communication and collaboration. It offers advanced call management, virtual receptionist, call recording, and auto attendant capabilities. The platform includes instant messaging, video conferencing, and screen-sharing features for seamless collaboration.

Pros

Net2phone Canada’s VoIP technology provides cost savings and flexibility for businesses, allowing them to make and receive calls over the Internet. The platform offers reliable call quality and robust security features to protect sensitive communications. Net2phone Canada’s unified communications capabilities streamline workflows and improve productivity.

Cons

Some users have reported occasional technical issues or delays in customer support responses. Advanced features or customization options may require additional costs or technical expertise. As a regional provider, availability and coverage may be limited outside Canada.

17. Dynamics 365

Dynamics 365 is a comprehensive suite of cloud-based business applications offered by Microsoft. It combines CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) functionalities to provide organizations with integrated solutions for sales, customer service, field service, finance, operations, and more.

Features

Dynamics 365 offers a wide range of features tailored to various business needs. It includes modules for sales management, marketing automation, customer service, project management, supply chain management, and financial management. The platform provides tools for data analytics, reporting, and AI-powered insights to drive informed decision-making.

Pros

Dynamics 365’s integration with other Microsoft products like Office 365 and Power Platform enhances collaboration and productivity. Its scalable architecture allows businesses to start with the modules they need and expand as their requirements grow. The cloud-based nature of the platform provides flexibility, accessibility, and automatic updates.

Cons

The complexity of Dynamics 365 may require training and implementation support, especially for organizations with limited technical resources. Customization and configuration can be challenging for complex business processes. Pricing may vary based on the chosen modules and user licenses, making it more suitable for larger enterprises.

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18. Freshdesk

Freshdesk is a popular cloud-based help desk and customer support software designed to streamline customer service operations. It enables businesses to efficiently manage customer inquiries, provide timely support, and enhance overall customer satisfaction.

Features

Freshdesk offers a range of features to facilitate adequate customer support. It includes ticket management, allowing support agents to efficiently track and respond to customer queries. The software provides multichannel support, integrating email, live chat, phone, and social media interactions. It also offers knowledge base management, automation tools, and reporting capabilities.

Pros

Freshdesk provides a user-friendly interface that is easy to navigate for both agents and customers. It offers a customizable knowledge base to empower customers to find answers to their questions. The software provides automation features that help streamline repetitive tasks and improve efficiency.

Cons

Some users have reported occasional limitations regarding customization options for specific workflows. The reporting and analytics capabilities may not be as robust compared to specialized reporting tools. Certain advanced features like time tracking or gamification may require additional subscription plans.

19. Aircall

Aircall is a cloud-based phone system to streamline business communication and enhance customer interactions. It provides a flexible and scalable solution for managing inbound and outbound calls.

Features

Aircall offers a range of features to optimize call management and improve customer service. It provides virtual phone numbers in multiple countries, call routing, queuing, and interactive voice response (IVR) capabilities. The software integrates with CRM platforms, allowing agents to access customer information during calls. Aircall also offers real-time analytics and reporting to track call metrics and performance.

Pros

Aircall’s cloud-based system enables remote work flexibility, allowing agents to make and receive calls from anywhere. It provides a user-friendly interface that is easy to set up and navigate. The integration with CRM systems enhances productivity and enables personalized customer interactions.

Cons

Some users have reported occasional call quality issues, although this may depend on internet connectivity. Advanced features like call recording or analytics may require additional subscription plans. Specific customization options may be limited compared to more advanced call center solutions.

20. Zendesk Talk

Zendesk Talk is a cloud-based call center software offered by Zendesk, a leading customer service platform. It provides businesses a comprehensive solution for managing customer phone interactions and delivering high-quality customer support.

Features

Zendesk Talk offers a range of features to support efficient call center operations. It includes call routing, queuing, IVR (Interactive Voice Response) menus, and call recording capabilities. The software integrates seamlessly with Zendesk’s ticketing system, enabling agents to manage customer inquiries across multiple channels. It also provides real-time analytics and reporting to track call metrics and agent performance.

Pros

Zendesk Talk provides a unified platform for managing customer support across different channels, including phone calls. Its integration with the Zendesk ticketing system provides a seamless customer service experience. The software offers scalability, allowing businesses to add or remove phone lines as needed.

Cons

Some users have reported occasional technical issues or delays in customer support responses. Advanced features like AI-powered chatbots or advanced reporting may require additional subscription plans. Customization options for call flows or IVR menus may be limited compared to more specialized call center solutions.

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Conclusion

The top 20 enterprise call center software options of 2023 present organizations with many powerful tools to enhance customer service operations. Whether it’s through advanced analytics, omnichannel support, or AI-powered automation, these software solutions are transforming customer experiences. By choosing the right call center software, enterprises can effectively streamline their communication processes and deliver exceptional customer service in a highly competitive business landscape.