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We shopped each vendor on this list to finalize our picks for the best contact center software. We analyzed them according to important system features (essential, premium add-ons, AI), limitations, user experience (mobile and desktop), customer experience handling, deployment and agent onboarding, workforce management, and each provider's inbound and outbound communication channels.

We’ve validated every data point by calling, emailing, obtaining quotes, signing up for service, and live chatting with the service providers.

Editorial Note: We may earn a commission from partner links on GetVoIP guides. Commissions do not impact our opinions or evaluations. For a complete list of partners, please click on the advertiser disclosure link above.

Our latest report reveals our picks for the best call and contact center software for 2024. Written by contact center experts and analysts who conducted extensive hands-on research with leading vendors. Discover the cutting-edge technologies and platforms revolutionizing customer service and enhancing the efficiency of call centers and cloud contact centers.

If there is something you'd like to see on this report or further assessed, please email Reuben Yonatan at ry@getvoip.com.

Call Center Software Buyer's Guide

Call center software helps businesses manage and optimize large volumes of inbound and outbound calls.

It is typically used to handle calls and customer interactions via phone and text, social media and messenger apps, live chat, customer service departments, and sales teams, as well as to optimize workforce efficiency for call center agents and supervisors.

Below are the most popular types of modern solutions:


1. Inbound and Outbound call solutions

  • Focuses on managing incoming calls efficiently.
  • Includes features like IVR (Interactive Voice Response), ACD (Automatic Call Distribution), and skills-based routing to direct inbound callers.
  • Designed for agents to make outgoing calls effectively.
  • Often includes auto-dialer, predictive dialer, and CRM integration for sales, surveys, and customer follow-ups.
  • It can combine the functionalities of both inbound and outbound call center software.
  • Enables agents to handle both incoming inquiries and make outgoing calls as needed, optimizing agent utilization.


2. Omnichannel solutions

  • Supports multiple communication channels such as voice, email, live chat, SMS, and social media.
  • Enables a unified agent interface to manage communications across all channels, improving customer experience.
  • Provides a seamless customer experience across all channels by integrating and synchronizing interactions.
  • Allows customers to switch between channels without losing context, improving satisfaction and efficiency.


3. Workforce Optimization (WFO) Software

  • Focuses on improving agent performance and operational efficiency.
  • Includes features like quality monitoring, workforce management, training tools, and analytics.
  • Learn more about Workforce optimization.

Here are the important features to know and consider:

  • Interactive Voice Response (IVR)Interactive Voice Response (IVR) is a self-service feature consisting of pre-recorded call menu options that customers interact with via touch-tone or speech. These customers provide information about the reason for their call and help them connect with the right agent/department.
  • Automatic Call Distribution (ACD)automatic call distribution automatically routes callers according to pre-set call routing strategies.
  • Call RoutingCall routing strategies are the ways in which calls are routed to agents in order to maximize productivity. The main call routing strategies are: list-based routing, round-robin routing, skills-based routing, and simultaneous ringing
  • Call Scripting: Call scripting provides on-call agents with a written script or flowchart that guides them through customer interaction. Many providers offer live call transcription with keyword detection, using this data to determine the conversation’s topic and sentiment. With this information, the system provides agents with suggested responses, relevant links, and knowledge-base articles.
  • Automated Queue CallbacksAutomated queue callbacks eliminate the need for callers to wait on hold for extended periods of time, instead receiving a callback from an available agent based on their preferred time and date.
  • Auto DialersAutomated dialing modes streamline outbound calling efforts, using campaign lists often provided by your CRM system. Most call center solutions will offer multiple dialing modes, including: power dialer, progressive dialer, predictive dialer, and preview dialer.
  • Call QueueingCall queuing allows multiple callers to wait on hold until an available agent is free to assist them. Companies can create multiple queues and assign agents to each queue.
  • Call RecordingThis feature records agent and customer calls either automatically or on-demand, storing these recordings for later review or download.
  • Reporting and Analytics: Real-time and historical analytics provide insights into call center activity and efficiency through tracking KPIs. Reports can be completely customized, or admins can choose from a variety of pre-made report templates.
  • Call MonitoringCall monitoring allows a supervisor to listen in on a live call, whisper private guidance, barge into the call, or take it over entirely. It’s often used to evaluate new agents to provide better training, monitor individual agent performance, or better understand customer needs.
  • Omnichannel Routing: Omnichannel routing receives inbound contact from all communication channels and automatically routes them to the best-suited agent.
  • Automation: Call center applications automate almost every agent's workflow and tasks. The call distribution system routes inbound calls and messages to the optimal agent. Agents receive call pops and caller history for all new tasks in their queue.
  • AI tools: Call centers utilize generative AI  and machine learning to enhance customer experience and make employee efforts more efficient. Build intelligent virtual agents (IVA) within live chat or text. Machine learning transcribes calls live and gives real-time agent support, in an AI call center platform.

Here are the top benefits of implementing call center software:

Increased Customer Satisfaction and Loyalty

  • Decreasing hold times via optimized call queueing and automated callbacks
  • Using CTI screen pops, asynchronous shared agent inboxes, and call notes to prevent callers from having to repeat information
  • Using IVR data collection, warm transfers, and native/integrated CRM tools to properly prepare agents for each customer interaction


Decreased Agent Turnover

  • Skills-based routing and IVR systems match agents with the callers they’re best-suited to help, so agents have fewer frustrating interactions
  • Queue callbacks enable agents to take their time with calls, without having to rush in order to keep queue wait times low
  • Outbound dialers save agents from repetitive tasks like having to manually dial customers and wade through voicemail machines
  • Workforce management tools automatically optimize agent schedules


Improved Team Communication

  • Workflow automation notify team members of relevant activity across the company
  • Task-assignment tools keep agents on top of their to-do lists, without requiring direct messaging
  • Call controls like parking and transfer enable agents to support each other during live calls
  • Customer journey information, CRM integrations, and shared contact notes provide agents with full customer context–even when it’s their first time servicing that customer


Lower Operating Costs

  • Real-time analytics drive strategic business decisions that make staffing, channel usage, and feature selection more efficient
  • Flexible pricing structures allow companies to pay for only the features and channels they plan to use
  • Supervisor monitoring tools help supervisor manage large teams, while improving each agent’s performance and reducing staffing needs


Easy Setup and Management

Call center software is incredibly easy to set up and manage compared to a legacy PBX phone system. The provider manages the phone system, and all the communication channels are housed online. Most users don’t need any hardware besides their computer or phone.



Call center providers offer their plans on a subscription basis, and sign up takes just a few minutes. Adding new users simply requires the administrator to add a new subscription, assign the user a phone number, pay the monthly subscription, and send the new employee login credentials.

This makes call center software systems easily scalable, for companies who plan to increase or downsize their workforce.

When looking for the best call center software provider, it’s important to consider features, communication channels, the type of call center you are running, and pricing–all related to your business needs.

Aside from knowing and identifying your product-specific needs, here are important considerations:


Ability to deliver on use cases

Dive deep into the use case reports being presented to you. Each vendor should have an expansive catalog use of use cases. Understanding those use cases is crucial. It isn't always black and white. Highlight things you like in the use cases, and set those expectations. If the potential provider deflects on expectations, that should be a red flag. If your company receives a large number of inbound calls, especially for a variety of reasons–like technical support, customer service, billing information, product questions, sales–you should choose a call center provider with advanced routing and queueing capabilities.

In particular, look for a provider with multiple use cases in your particular industry and your particular company size. 


Investment in R&D

Most vendors should have an R&D department that's working on building new features and expanding existing features. If a vendor does not invest in R&D that means their product isn't moving forward, and will eventually lack services/features you need.


Financial health

While some vendors are in growth mode, you want to understand how healthy they are financially. This info is easy to find for public companies. Private companies should disclose their financial positions to secure your trust in their ability to stay in business.


Analyst Recognitions

Look for vendors that appear on Gartner's Magic Quadrant and other similar industry and analyst reports.


Pricing and Plans

Considering the features and channels you shortlisted, you want to select the provider and pricing plan that offers the most value for your company. Compare all the providers who offer the features you want, then take a closer look at their plans. Choose the pricing tier that includes your prioritized features without too many extra features you won’t use.

In general, choose the pricing tier that includes your prioritized features without too many features you won’t use. This way, you can select a provider and pricing tier that meets your budget.

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