Top 12 call centre software for 2025

Even in an era dominated by emails, texts and DMs, customers still value calling a business, especially for complex or nuanced issues. Modern companies, however, require modern resources to meet growing customer expectations and organisational demands.

Call centre software has evolved beyond traditional, inflexible and cumbersome on-premise solutions. It’s now designed for flexibility, supporting hybrid teams that work across phone and digital channels. It also includes AI tools to help agents work more efficiently.

This guide explores call centre software options and their differing features so you can discover the best solution for your business needs.

More in this guide:

• What is call centre software?
• Types of call centre software
• Call centre software comparison chart
• The 12 best call centre software
• Features of call and contact centre software
• Benefits of a call centre solution
• How to choose the right call centre solution
• Frequently asked questions
• Ready to try call centre software?

Call centre software is a technology solution that enables businesses to manage and optimise their customer service operations, primarily over the phone. It typically includes features and tools that facilitate the handling of incoming and outgoing calls, track customer interactions, and improve overall efficiency within a call centre.

AI can enhance these systems with features like intelligent call routing, post-call summaries, and automated quality assurance to further boost support productivity and effectiveness.

There are various types of call centre software, each designed to support specific business needs and streamline customer service. Here are the primary types of call centre software:

• Cloud-based call centre solutions, or virtual call centres, are hosted on remote servers and accessible via the Internet from any location. They offer flexibility, scalability, and lower upfront costs. Agents can access the system from anywhere with an internet connection.
• On-premise call centres are traditional solutions installed on a company's own servers. They offer greater control but require a significant upfront investment and ongoing maintenance.
• Hosted call centres are managed by third-party providers and require dedicated hardware. While they offer some of the flexibility of cloud-based solutions, they also involve greater setup fees, ongoing maintenance costs, and limitations related to the hardware, similar to on-premise solutions.
• Inbound call centre software focuses on incoming customer calls and enquiries. Agents handle customer support, sales, and technical assistance.
• Outbound call centres initiate outbound calls for telemarketing, sales, or customer surveys. Agents proactively reach out to potential or existing customers.

Virtual call centre software is now the most popular solution due to its affordability and flexibility for businesses of all sizes. Still, the right solution for you will ultimately depend on your unique requirements.

Compare some of the key criteria of these call centre software providers to understand what each offers.

We compiled 12 call centre software solutions into one comprehensive list to help you pick the right solution for your business.

• Zendesk: Best for AI-powered CX
• LiveAgent: Best for video calls
• Dialpad AI Contact Centre: Best for domestic calling
• Five9: Best for outbound calling
• Talkdesk: Best for business intelligence tools
• Twilio Flex: Best for usage-based pricing
• RingCentral: Best for video conferencing
• Channels: Best for basic phone software functionality
• Nextiva: Best for a built-in CRM
• Aircall: Best for team collaboration
• Webex: Best for companies that use Cisco
• GoTo Connect: Best for international calling

1. Zendesk

Best for AI-powered CX

The Zendesk call centre solution is easy to implement, use, and customise, allowing businesses to get up and running quickly and increase time to value. Fully integrated into our customer service suite, it enables you to provide phone support seamlessly from the same workspace you use for all other communication channels. Our omnichannel ticketing system provides agents with robust customer profiles and context to personalise calls.

Within the workspace, agents can leverage AI-powered call centre tools to manage higher call volumes more efficiently. AI generates post-call transcripts and summaries, saving agents time during call wrap-ups. Intelligent call routing handles transfers automatically, prioritises calls based on customer intent and sentiment, and ensures callers reach the right agent or department effortlessly. Voice AI agents can even autonomously resolve calls, further reducing agent workload.

To further boost agent productivity, the Zendesk interactive voice response (IVR) software allows for self-service options, deflecting simple enquiries and freeing up agents to handle more complex or nuanced issues. During higher-volume periods, customers can opt for either a callback or an SMS transfer.

Zendesk also offers advanced reporting tools that enable managers to optimise their entire call centre operations. Real-time dashboards provide insights into call volume, wait times, and agent performance, allowing managers to identify bottlenecks as they occur. Historical reporting helps them understand trends and predict future needs.

Additionally, Zendesk QA software automatically reviews 100% of your calls, including both human and AI agent conversations, to flag churn risk and identify opportunities to improve voice interactions. This enables you to take proactive action and deliver exceptional customer experiences.

Features:

• Omnichannel support
• Customer profiles
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics
• AI-powered quality assurance

Overall takeaway:

Zendesk offers a comprehensive call centre solution that leverages AI to enhance CX. With features like intelligent call routing, call monitoring software, and automated QA, Zendesk empowers agents to work efficiently and deliver exceptional support. By integrating seamlessly with other communication channels and providing robust analytics, Zendesk helps businesses optimise their call centre operations.

Pricing: Plans start at $19 per agent/month, billed annually. A 14-day free trial is available.

Explore more Zendesk pricing plans.

2. LiveAgent

Best for video calls

LiveAgent offers inbound and outbound call centre software. It supports different calling devices, including headsets and hardware phones. With LiveAgent, businesses can set up automated call distribution (ACD) which automatically routes customer calls to a specific agent, department or queue based on predetermined criteria.

The software also features a CTA button that businesses can implement on their website, allowing customers to call agents from their browsers. LiveAgent offers an interactive voice response solution, too, that lets businesses record custom responses and build an IVR menu from scratch. Additionally, LiveAgent supports internal calling, allowing agents to communicate with one another, and offers video conferencing for both customer and internal calls.

LiveAgent users also get unlimited call recording and storage. Once the system records a call, it stores it with a unique ticket ID so agents can refer to existing conversations.

Features:

• Omnichannel support
• Customer profiles
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics

Pricing: Plans start at $9 per agent/month, billed annually. A free plan and a 14- or 30-day free trial are available.

Overall takeaway:

LiveAgent provides core call centre features, ACD, IVR, and internal calling, along with call recording and video conferencing to users who pay for more than the entry-level plans. Its Free and Small plans are better suited for basic ticket management and chat conversations.

3. Dialpad AI Contact Centre

Best for domestic calling

Dialpad AI Contact Centre is a cloud-based solution that supports traditional phone calls, text messaging, web conferencing, and hosting. The software can also integrate with chatbots to answer basic customer questions and resolve simple issues without agent intervention.

Features include sentiment analysis to flag positive, negative or neutral undertones in customer conversations. Additionally, AI tools can give agents real-time guidance and adjust prompts when relevant based on customer sentiment and intent. The contact centre offers a visual voicemail interface that allows agents to review transcribed voicemail messages, prioritise them based on urgency and respond directly through the platform.

Call forwarding pushes calls to a qualified agent or department, while text transcription provides a written call record. Managers can also use workforce management features through the Dialpad and Playvox integration to monitor performance and team utilisation.

Features:

• Omnichannel support
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics
• AI-powered quality assurance

Pricing: Plans start at $15 per month, billed annually. A 14-day free trial is available.

Overall takeaway:

Dialpad AI Contact Centre combines traditional phone calls with modern communication tools like text messaging and video conferencing. It uses AI to analyse customer sentiment and provide real-time guidance, but it needs integrations with a CRM or WFM tool to get a complete view of the customer.

Recommended reading: Learn how Dialpad integrates with Zendesk.

4. Five9

Best for outbound calling

Five9’s contact centre lets users set it up on their existing equipment and then use a power dialler to automatically dial a list of numbers and connect agents to live calls. They can then use the system’s machine learning to analyse call recordings and identify key topics and sentiments.

Its virtual assistant can coach agents while they’re on calls. When the call ends, supervisors can use Five9 to highlight agent training and coaching opportunities or update staffing levels. Additionally, report functionality can generate dashboards and reports that track agent performance, customer satisfaction metrics, call volume and other data points across all channels.

Call routing and transfer tools apply real-time data such as caller ID, location, and call history to automatically direct calls to the most qualified agent or department. Five9’s IVR solution allows callers to navigate self-service options if they want to hold or engage with a menu. Businesses can give customers the option to receive a callback or transfer to SMS instead. Five9 also supports omnichannel communication through digital channels like email, chat and SMS.

Features:

• Omnichannel support
• Customer profiles
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics
• Quality assurance

Pricing: Plans start at $119 per month.

Overall takeaway:

Five9 includes traditional phone systems, AI-powered tools for call analysis and agent coaching, and omnichannel capabilities. Businesses can also use reporting and analytics to reveal performance trends and influence agent training.

Recommended reading: Learn how Five9 integrates with Zendesk.

5. Talkdesk

Best for business intelligence tools

Talkdesk offers a cloud-based contact centre solution for managing inbound and outbound customer calls. The software includes a mobile app that lets agents handle calls remotely. Businesses can use after-hours or part-time staffing to manage call volume fluctuations.

The software supports omnichannel interactions through web chat and SMS messaging. Call recording and screen capture features enable teams to monitor the quality of customer interactions and identify areas for agent coaching. The platform’s cloud-based nature means agents can use it remotely.

Reporting and analytics capabilities generate insights from call data and agent performance metrics. Additionally, its IVR allows customers to use self-service options by navigating call flows through voice menus. When an agent is unavailable, the system can allow customers to request a callback or transfer to SMS for continued communication. Additionally, there are over 70 pre-built integrations with third-party platforms available.

Features:

• Omnichannel support
• Customer profiles
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics
• AI-powered quality assurance

Pricing: Plans start at $85 per user/month.

Overall takeaway:

The Talkdesk cloud-based contact centre provides tools for managing inbound and outbound calls. It offers omnichannel capabilities, including web chat and SMS messaging, and allows agents to access it remotely and managers to monitor voice interactions.

Recommended reading: Learn how Talkdesk integrates with Zendesk and how Zendesk vs. Talkdesk compare.

6. Twilio Flex

Best for usage-based pricing

Twilio Flex is a cloud-based platform for developers to construct and customise communication experiences. It provides a voice SDK (software development kit) and open APIs for tailoring functionalities to different types of customer interactions. Users can access reporting features to monitor those interactions and review customer service metrics.

The platform has omnichannel functionality so businesses can provide support over other channels like chat, email, and social media messaging. Unified profiles allow agents to access customer data regardless of the channel they’re operating in. Additionally, Twilio Flex offers call recording and transcription to convert speech to text for training and QA, as well as referencing during customer interactions.

Self-service IVR menus enable customers to find answers without agent intervention. Queue management helps route incoming calls to available agents. Twilio Flex also provides various phone number options, allowing businesses to choose local, freephone or national numbers based on their geographic reach and customer base.

Features:

• Omnichannel support
• Customer profiles
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics

Pricing: Plans start at $1.00 per active user/hour. A free trial with 5,000 free active user hours is available.

Overall takeaway:

Twilio Flex allows developers to create customised communication experiences. With its open API architecture, companies can control their CX and integrate it with existing systems. However, many tools are in beta testing, and some users may experience a longer time to value as they adjust the platform to their needs.

Recommended reading: Learn how Twilio Flex integrates with Zendesk.

7. RingCentral

Best for video conferencing

RingCentral offers a cloud-based contact centre solution that integrates multiple channels, such as voice, SMS, and video conferencing. Other features include conversational intelligence, which analyses call recordings to identify key topics, sentiment, and potential areas for improvement in agent communication.

Intelligent call routing utilises real-time caller ID, location and call history to direct calls to the most qualified agent or department automatically. Additionally, the system facilitates call transfers to ensure customer enquiries reach the appropriate party.

RingCentral allows businesses to offer customers the option to receive a callback or transfer to SMS instead of waiting on hold. IVR provides a menu-driven system for callers to self-serve by navigating options using their voice or keypad. Reporting and analytics tools generate dashboards that track device statuses and provide alerts when certain criteria are met.

Features:

• Omnichannel support
• Customer profiles
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics
• AI-powered quality assurance

Pricing: Plans start at $20 per user/month, billed annually. A 14-day free trial is available.

Overall takeaway:

RingCentral offers a cloud-based communication solution that combines messaging, video conferencing, and phone services on a single platform. Businesses can use features like intelligent routing, conversational intelligence, and omnichannel capabilities in remote and hybrid work environments.

Recommended reading: Learn how RingCentral integrates with Zendesk.

8. Channels

Best for basic phone software functionality

Channels offers a cloud-based call centre solution to manage customer interactions. It supports traditional phone calls, SMS and some integrations with third-party platforms depending on specific configurations. The software also includes multi-number support, which allows businesses to establish a local presence in various regions.

Channels has features for call handling, such as call routing – this leverages data like caller ID to direct calls to the right agent or department. Customers can use some self-service options with Channels, though it depends on the integrations and add-ons they’ve chosen – some of which come at an additional cost. For example, users can integrate with Zendesk to add a knowledge base and AI agent functionality.

Reporting and analytics features can monitor limited metrics like call volume and wait times. Call recordings are available for up to one year, depending on the subscription.

Features:

• Customer profiles
• Interactive voice response
• Call monitoring and recording
• Reporting and analytics

Pricing: Plans start at $24 per month for three users, billed annually. A seven-day free trial is available.

Overall takeaway:

Channels is a cloud-based call centre solution that offers basic call management features like call routing and multi-number support. While it provides some self-service options through third-party integrations, its core functionality is focused on traditional phone calls and SMS. Businesses can use Channels to manage customer interactions and gain insights into key metrics like call volume and wait times.

Recommended reading: Learn how Channels integrates with Zendesk.

9. Nextiva

Best for a built-in CRM

Nextiva’s contact centre solution is a cloud-based platform that supports traditional phone calls, SMS messaging and web chat. Real-time call analytics provide insights into call sentiment and agent performance. These analytics feed into reporting dashboards that track key call centre metrics, like customer satisfaction and call volume.

The software’s intelligent call routing leverages data like caller ID and location to route calls to a suitable agent or department automatically. The system can also transfer calls to the appropriate specialist if needed.

Customers who don’t wish to wait on hold can request a callback or SMS transfer, enabling them to complete their support enquiry via messaging. If they want to self-serve, IVR menus prompt them with requests and allow them to source information without an agent.

Features:

• Omnichannel support
• Customer profiles
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics
• AI-powered quality assurance

Pricing: Plans start at $20 per user/month, billed annually.

Overall takeaway:

Nextiva is a cloud-based communication platform designed to unify voice, video, messaging, and light CRM capabilities into a single system. Its built-in CRM tool isn’t as robust as a dedicated system but allows teams to access data in one place.

10. Aircall

Best for team collaboration

Aircall offers a cloud-based contact centre solution with agent collaboration tools, such as a shared inbox. Here, agents can see assigned calls, categorise them with tags and leave comments with contextual information.

The tool also leverages data to direct calls to the right agent or team members via intelligent call routing. The contact centre software allows calls to be forwarded to mobile phones when agents are away from their desks, facilitating remote call management.

Post-call analysis and QA features like call recording allow supervisors to access agent performance metrics, identify improvement areas and conduct quality assurance reviews. Reporting dashboards provide insights into overall call centre performance metrics. Users can view this data historically or in real time.

Features:

• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics

Pricing: Plans start at $30 per licence/month, billed annually. A seven-day free trial is available.

Overall takeaway:

Aircall is a cloud-based phone system that allows teams to spread information by using tools like a shared inbox, call comments, and call assignment. However, businesses will need external integrations to attain features like customer profiles and omnichannel performance.

Recommended reading: Learn how Aircall integrates with Zendesk.

11. Webex

Best for companies that use Cisco

The Webex call centre system by Cisco integrates video conferencing and audio calls. It can support on-site and remote employees. Businesses receive unlimited domestic calls included in their subscription, while international calls are billed per minute.

The auto attendant is a self-service option for callers and can route calls to agents. The platform also includes a call barging feature, allowing agents to answer calls for colleagues who are unavailable or enabling managers to join ongoing calls. Additionally, Webex’s basic plan allows for video conferences of up to 40 minutes, while higher-tier plans support video meetings of up to 24 hours.

The agent desktop is a single interface where call operators can manage inbound calls. Within the interface, agents can use third-party integrations with collaboration or communication tools. Webex also has reporting and analytics capabilities to package call insights for other teams or decision makers.

Features:

• Omnichannel support
• Customer profiles
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics

Pricing: Paid plans start at $15.30 per user/month, billed annually. A free plan is available.

Overall takeaway:

Webex is a collaboration and communication platform offering tools like video conferencing, messaging, and file sharing. It allows teams to call any number using a Webex app or Cisco IP phones.

Recommended reading: Learn how Webex integrates with Zendesk.

12. GoTo Connect

Best for international calling

GoTo Connect offers a cloud-based contact centre as a service (CCaaS) solution that integrates phone systems, video conferencing and messaging features. The solution allows businesses to customise call routing with features like skills-based routing, ensuring calls are directed to the most suitable agent based on expertise.

Additionally, it offers a hot desking functionality, enabling agents to seamlessly transition between workstations and answer calls from any device with an internet connection. Automatic call distribution spreads incoming calls based on agent availability to manage call volume and wait times.

Supervisors can leverage GoTo Connect’s real-time and historical dashboards to monitor call centre performance and identify trends. These dashboards track metrics like call volume, duration, and agent performance. GoTo Connect includes features like call recording and post-call wrap-up for further analysis and coaching opportunities.

Features:

• Omnichannel support
• Interactive voice response
• Intelligent call routing and transfers
• Call monitoring and recording
• Reporting and analytics

Pricing: Plans start at $26 per month.

Overall takeaway:

GoTo Connect allows businesses to customise a simple phone system or deploy a complete contact centre, including call monitoring, an agent dashboard, and an auto-dialler. Teams can call over 50 countries for free, which is subject to certain exclusions, like mobile phones.

Recommended reading: Learn how GoTo integrates with Zendesk.

Call centre software features can vary greatly depending on the provider you choose. But the right features are crucial – by helping your people work smarter and reduce mundane tasks, you can limit call centre burnout. Here are a few of the most important features to consider when selecting a solution:

• Omnichannel support: Omnichannel software gives your customers the choice of how to connect with you, be it by phone, email, chat, social media, SMS, or even a self-service channel.
• Customer profiles: Provides agents with a unified view of all past interactions across channels, eliminating the need for customers to repeat information to reduce frustration.
• IVR: An IVR is a customer’s first point of contact, streamlining calls for inbound call centres in several ways. Pre-recorded responses can swiftly address FAQs after business hours. Additionally, an IVR can facilitate scheduling callbacks, allowing customers to avoid long hold times.
• Intelligent call routing and transfers: Intelligent routing uses AI triage to direct calls based on intent, sentiment, and language. Some solutions, like Zendesk, also boast omnichannel routing capabilities, enabling users to route calls by agent skill, capacity, status, and conversation priority.
• Call monitoring and recording tools: Record calls for quality assurance, training, and compliance purposes. This allows supervisors to observe agent performance and identify areas for improvement while also gaining insights into customer behaviour.
• Reporting and analytics: Effectively managing your call centre requires software that provides detailed call data. Real-time data empowers teams to take immediate action, while historical insights help them identify trends for future improvement. Shareable dashboards and reports facilitate seamless collaboration among team members and stakeholders, ensuring everyone is informed.
• AI-powered quality assurance: These tools analyse calls, chats, and emails to identify trends, compliance issues, and agent performance gaps with greater speed and accuracy than manual reviews. They can automatically score interactions to grade aspects like customer sentiment and agent behaviour, enabling targeted training and process improvements.

Contact centre software, like some of the software listed in our roundup, has even more features that cater to other communication channels, like live chat and messaging.

Explore some of the key advantages that make a call centre a strategic asset for modern businesses.

Boosts call centr efficiency and productivity

Call centre software enables agents to quickly access customer information, resolve issues faster, and handle a higher volume of calls. Additionally, real-time analytics and reporting tools allow managers to monitor performance, identify customer pain points, and make data-driven decisions to optimise operations.

Enables 24/7 self-service support

IVR systems guide callers through automated menus, allowing them to access information and resolve issues independently. Voice AI agents provide instant responses to customer enquiries, offering assistance around the clock. By implementing these self-service tools, businesses can reduce call volume, improve customer satisfaction, and provide consistent support, even outside of regular business hours.

Improves customer service management

These solutions improve call centre WFM by providing valuable insights into customer interactions and agent performance. Real-time analytics and reporting tools allow managers to monitor key call centre metrics, identify trends, and measure customer satisfaction. Managers can use call data to identify areas for improvement, optimise staffing levels, and implement targeted training programmes.

Delivers a great customer experience

Call centre software is pivotal in creating exceptional customer experiences by streamlining interactions. By automating routine tasks, reducing wait times, and enabling agents to access relevant customer information quickly, call centre software improves customer satisfaction. Additionally, features like call recording and quality monitoring allow businesses to identify areas for improvement and implement training programmes to ensure consistent, high-quality service, ultimately building strong customer relationships.

Enhances personalised service

Call centre software equips agents with the tools to deliver personalised and empathetic customer service. By integrating with CRM systems, agents can access comprehensive customer profiles, including purchase history, preferences, and past interactions. This enables them to tailor their approach to each customer, addressing their specific needs and concerns.

Even when a software checks all of the feature boxes, it can still be difficult to tell if it’s the best fit for your company. Consider these additional factors to find the right call centre software:

• Make sure it leverages AI and automation: AI and automation elevate call centre operations by speeding up customer responses and freeing up time for agents. It should also be easy to use and fast to set up so your support team can hit the ground running. Most importantly, it should be purpose-built for CX and trained on real customer interactions, like Zendesk AI, so your customers receive personalised service while receiving accurate information for even complicated requests.
• Opt for enterprise-level security: Enterprise-grade security goes beyond basic password protection. It encompasses data encryption at rest and in transit to ensure information remains unreadable even if somebody intercepts it. Multi-factor authentication (MFA) adds an extra layer of defence, and role-based access controls restrict who can view or modify sensitive data.
• Prioritise time to value: Time is money, and lengthy installation and training periods can be costly. Businesses can achieve a faster ROI with call centre software that’s simple to set up and user-friendly. For example, Zendesk allows you to start using the software immediately without needing extensive developer support, so you can address customer issues right away and avoid the expense of configuring complicated software.
• Ensure it’s easy to use and customise: The best call centre software combines ease of implementation and seamless customisation. Zendesk, for instance, offers an open and flexible platform with over 1,700 plug-and-play integrations. When call centre software integrates effortlessly with your business systems, it gives agents a comprehensive view of customer interactions.
• Consider its total cost of ownership (TCO): Focusing solely on list prices is insufficient. To understand the software's full value, companies must consider its TCO, like implementation costs, maintenance fees, and add-ons. Beyond features, it's also crucial to assess capabilities that impact ROI, such as ease of use, customisation, time to value, and scalability.