Best Call Center CRM Software: 10 CRM With Calling Solutions

Quick Summary

Call center CRM software elevates agent productivity by seamlessly integrating customer data and automating repetitive tasks. This software significantly enhances customer satisfaction by providing personalized, efficient service and reducing response times, ensuring that every customer interaction is informed and effective.

Are you seeking the best call center CRM software to streamline customer service operations? Look no further! In this CRM call center software article, we have compiled a list of the top 10 solutions equipped with calling capabilities. 

These platforms are designed to enhance call center productivity and improve customer satisfaction. Whether managing an in-house call center or outsourcing to a third-party provider, choosing the right CRM software can make all the difference. So, read on to discover the best call center CRM software options available today.

What is CRM in call center terms?

You might know what the best customer relationship management application can do. But what about the specifics of call center management software? Call center features in a CRM mainly deal with how your sales or service staff use the telephone to communicate with customers. It provides a lot of telephone functionality that uses the customer data stored in your CRM. 

However, many call center CRM solutions also provide tools for omnichannel communication, which includes email, chat, SMS and social media messaging.

CRM call center software solutions comparison chart (top 10 highest-rated call center applications)

Here is a table of our top call center CRM solutions. Check out their niches and pricing, or take a quick link to their sales pages. Below, we’ll delve deeper into this list of CRM software used in call centers. 

Call center CRM features to look for:

The list of tools included in a CRM with calling functionality includes:

• Inbound calls

• Outbound calls

• Auto dialers

• Call routing

• Call recording

• Caller coaching

• Call queuing

• Telemarketing

• Cold calling

• Voicemail

• Canned replies

• IVR

• Local phone numbers

• Omnichannel and multichannel communication

• CRM integration

• Call metric analysis

• Workflow automation

What is the best call center CRM software? Here’s our top 10 list:

Whether you need customer relationship management tools for sales or customer service, this list of 10 best call center CRM software will certainly have something to catch your fancy. Here we will go over the benefits and drawbacks and give detailed pricing info so you can shop wisely.

1. Nextiva (Best call center CRM software overall)

SUMMARY
Nextiva offers comprehensive sales, service, and productivity tools, along with advanced AI-driven omnichannel features and integrations, although it might be overwhelming for individuals and smaller startups.

For our money, Nextiva is the best CRM call center provider, although no single call center app will be the best for every business need. Nextiva has tools for sales, service, and productivity, along with great contact center and help desk features.

Pros:

Nextiva’s omnichannel call center features are very intelligent, using AI to streamline a lot of the work, and useful workflow automation also takes over the repetitive tasks.

Combining many CRM system functionalities into a single experience, like email, telephony, SMS, chat, video, and social media.

IVAs, or intelligent virtual agents, help your human staff make better decisions to improve the customer experience. IVR, or interactive voice response, lets customers get help for their own customer support. 

Cons:

As a call center solution, Nextiva is great for small to large-sized businesses but may be a bit too much for individuals, freelancers, or startups.

Pricing:

• Essential plan starts at $23.95 per user per month, billed annually 

• Professional plan starts at $27.95 per user per month, billed annually

• Enterprise plan starts at $37.95 per user per month, billed annually​

Nextiva Review

Visit Nextiva.com

2. Zoho Desk (Best CRM for cold calling)

SUMMARY
Zoho Desk has excellent call center capabilities and cold-calling tools. The tool is known for its intuitive interface and robust CRM integration, although its more advanced features are reserved for paid versions.

Zoho is the umbrella brand of a large number of effective business software, from CRM to help desk tools to advanced marketing and customer service. Zoho Desk has great call center features and happens to be a good tool for cold calling.

Pros:

Zoho Desk is easy to learn and fun to use. The interface looks great, and the tools are intuitive. 

Call center agents get extra channels to use alongside phone calls, like email, feedback widgets, advanced web forms, social media communication, and live chat.

Great CRM integration with Zoho Desk helps improve customer satisfaction by giving reps access to customer information like engagement histories.

Straight-up call center tools include call routing, call recording, voicemail, IVR, and more contact center software features. 

Cons:

While there is a free version of Zoho Desk that might attract some people, better call center tools are not included.

Pricing:

• Zoho Desk has a free plan

• Standard plan is $14 per user per month, billed annually

• Professional plan is $23 per user per month, billed annually

• Enterprise plan is $40 per user per month, billed annually

Visit Zoho Desk

3. Zendesk (Best call center ticketing system)

SUMMARY
Zendesk offers comprehensive omnichannel call center CRM tools and a top-tier ticketing system, excelling in managing calls and providing insights to enhance customer journeys.

Zendesk made its name in the help desk and customer service solutions. They have a load of great omnichannel call center CRM management tools, including a top ticketing system.

Pros:

Zendesk handles incoming calls and outbound calls in a very effective and streamlined manner. You get your standard call routing, call re-directing and pre-recorded answers to common questions.

All customer interaction is recorded in real-time to provide good analysis and insights in ways to improve the customer journey.

As a ticketing system, Zendesk is one of the best call center and CRM help desk software solutions, with solid telephony integration.

Cons:

Support teams using Zendesk have reported some minor bugs when it comes to things like managing call queues or using the auto-dialer; however, those concerns are always picked up by Zendesk and soon after improved upon. 

Pricing:

• Suite Team is $49 per user per month, billed annually

• Suite Growth $79 per user per month, billed annually

• Suite Professional $99 per user per month, billed annually

Zendesk Review

Visit Zendesk

4. Bitrix24 (Top CRM call center for social media channels)

SUMMARY
Bitrix24 offers a versatile suite of business SaaS, including project management, CRM, and a call center with strong social media communication capabilities.

Bitrix24 is an entire suite of business SaaS, including project management, CRM, HR tools, website builders, and a call center set of features. It is particularly good as a social media communication tool.

Pros:

To communicate with customers, there is live chat, which you can embed on your website, and you can have canned replies set up.

As a phone system, there is enhanced VoIP, an auto dialer, callback request widgets, and more. To help with inbound call center and outbound call center functions, Bitrix24 can provide you with a local phone number.

You can also use Bitrix24 over social media like Facebook, Instagram, and WhatsApp to keep more multichannel communication options open. 

Cons:

If you need some self-service tools, there is an on-premise Bitrix24 option with self-service. However, this is a very premium package and prohibitive for some budgets.

Pricing:

• Bitrix24 has a free plan

• Basic plan is $49 per month, billed annually

• Standard plan is $99 per month, billed annually

• Professional plan is $199 per month, billed annually

Bitrix24 Review

Visit Bitrix24

5. RingCentral (Good telemarketing CRM system)

SUMMARY
RingCentral excels as an outbound call center tool for telemarketing, offering features like call blending, scrub lists, and advanced IVR, along with integrations with Microsoft and Salesforce, though it may require some time to grasp its extensive functionalities fully.

RingCentral is a great outbound call center tool for telemarketing purposes. It also offers products for digital customer experiences as well as video and messaging.

Pros:

Easily turn your CRM data into outbound calls to streamline your sales teams’ work. Call blending and scrub lists mean you get tips for the optimal times to reach out too.

You get neat features like click-to-call, advanced IVR, voice recording, screen recording, and feedback management.

RingCentral can help your sales teams create selling scripts that you can configure, save, and share.

Great integrations with apps like Microsoft and Salesforce for further telemarketing advantages. Also, there are over 300 APIs for more connections.

Cons:

RingCentral might require a tad of a learning curve, so be prepared to invest some time and energy in learning the call center features.

Pricing:

• Contact RingCentral sales office for call center pricing

Visit RingCentral

6. HubSpot (Best free CRM for call center use)

SUMMARY
HubSpot offers user-friendly call center CRM solutions with workflow automation and a free chatbot builder, although its free version has limited telephony features.

HubSpot is the big name in inbound marketing. Today they have apps for everything, including for call center CRM needs. There is a free version too, though not fully stacked.

Pros:

First off, HubSpot is not at all difficult to use. Very user-friendly.

There are good workflow automation features, best used for things like creating regular reporting.

You can take advantage of a free chatbot builder to use alongside your HubSpot service tools.

Cons:

Though there is a free version, it is very limited for telephony.

Pricing:

• HubSpot Service has a free option which includes the mobile app

• Starter plan starts at $45 for two users per month, billed annually

• Professional plan starts at $450 for five users per month, billed annually

• Enterprise plan starts at $1,200 for ten users per month, billed annually

HubSpot CRM Review

Visit HubSpot

7. Aircall (Great call center software for sales teams)

SUMMARY
Aircall stands out as a business-focused call center software ideal for sales teams, offering a cloud-based system with features like IVR, live call monitoring, and skills-based routing.

Aircall is a very business-oriented call center software solution that is great for sales teams.

Pros:

You get a cloud-based system that does great IVR, live call monitoring, and skills-based call routing for optimal selling power.

You can do outbound calls both domestically and internationally, and you can also get one free local number or buy more. 

Cons:

No call monitoring or call whispering with the basic plan.

Pricing:

• Essentials plan is $30 per user per month, billed annually

• Profesional plan is $50 per user per month, billed annually

• Custom plan requires you to contact Aircall for details

Aircall Review

Visit Aircall

8. CloudTalk (Top international CRM calling solution)

SUMMARY
CloudTalk is recognized as a leading call center software for international business, offering over 160 national phone numbers and a versatile platform with desktop, web, and mobile versions.

CloudTalk is a call center software mostly known for being a top option for international business.

Pros:

CloudTalk can provide over 160 national phone numbers.

You got a good desktop version, a web dashboard version, and a mobile app.

Solid workflow automation speeds up call data entry.

Cons:

Can’t configure many things in the starter plan because the API is only available in the essential plan.

Pricing:

• Starter plan is $25 per user per month, billed annually

• Essential plan is $30 per user per month, billed annually

• Expert plan is $50 per user per month, billed annually

• Contact CloudTalk for a custom plan

Visit Cloudtalk

9. TalkDesk (Good self-service call center CRM tool)

SUMMARY
TalkDesk offers an AI-powered customer experience with 24/7 virtual agent support and customizable workflows, though its extensive toolset may initially seem overwhelming.

TalkDesk is a leading name in self-service platforms, omnichannel engagement, and as a contact call center.

Pros:

The self-service customer experience is run on TalkDesk’s AI system for more accurate engagements.

A virtual agent is ready to give your customers 24/7 service. 

Workflows can be easily configured into call flows and conversational funnels.

Cons:

TalkDesk could feel a bit like you have too many tools at first.

Pricing:

• Essentials plan is $75 per user per month, billed annually

• Elevate plan is $95 per user per month, billed annually

• Elite plan is $125 per user per month, billed annually

• Contact TalkDesk for the Clouds Industry plan price

Visit Talkdesk

10. Dixa (Great call center CRM for customer support)

SUMMARY
Dixa offers omnichannel communication, chatbots, and intelligent call routing in a unified dashboard, though many of its advanced features, such as quality insights, are available as paid add-ons.

When it comes to customer support CRM call center solutions, Dixa is a top brand to check out.

Pros:

Manage your customer service with Dixa’s omnichannel communication in one unified dashboard.

Good chatbots and a knowledgebase tool.

You also get cool things like intelligent call routing, side convos, and customer conversation timelines.

Cons:

A lot of the good Dixa features cost extra as add-ons, like the quality insights which runs your data through many useful metrics.

Pricing:

• Essential plan is $39 per user per month, billed annually

• Growth plan is $89 per user per month, billed annually

• Ultimate plan is $130 per user per month, billed annually

• Contact Dixa for a custom price

Visit Dixa

What is the best CRM for call center use? Our key takeaways

In conclusion, finding the right call center CRM software can be a game-changer for your business. By implementing a platform specifically designed for call center operations, you can streamline your workflows, enhance agent productivity, and improve overall customer satisfaction. 

While Nextiva has earned our top spot, it's important to note that each of the ten platforms we reviewed has unique strengths and weaknesses. Ultimately, your business's best call center CRM software will depend on your specific needs and requirements. So take the time to evaluate each option carefully, and choose the one that fits your business best.

Call Center CRM: FAQs

What is CRM in call center?

CRM in a call center refers to the use of Customer Relationship Management software to manage and analyze customer interactions and data throughout the customer lifecycle. It centralizes customer information, enabling call center agents to access a complete history of customer interactions, preferences, and feedback, which helps deliver personalized service and improve customer satisfaction.

Which CRM is best for call center?

The best CRM for a call center depends on the business's specific needs. Popular options include Salesforce Service Cloud, Zendesk, and HubSpot CRM, known for their robust features like omnichannel communication, advanced analytics, and ease of integration. When choosing a CRM, businesses should assess scalability, user-friendliness, customization options, and integration capabilities.

What is CRM used for customer service?

In customer service, CRM is used to streamline and enhance interactions with customers. It serves as a centralized platform for managing customer inquiries, tracking service issues, and maintaining detailed customer profiles. CRM helps in efficient issue resolution, proactive customer engagement, and building long-term customer relationships by providing valuable insights into customer needs and behaviors.

What is the objective of call center in CRM?

The primary objective of a call center in CRM is to improve the quality of customer service and support. It aims to centralize customer communication channels, streamline response processes, and provide agents with comprehensive customer data. This integration enhances the customer experience by enabling personalized and efficient service, increasing customer satisfaction and loyalty, and ultimately contributing to the overall business growth.