The 23 best call center software packages in 2025
Whether managing customer requests, providing technical assistance or making sales, an efficient call center requires high-performance tools to optimize its operations.
Call center software is a technological solution designed to help agents manage customer interactions efficiently and professionally. These programs typically combine telephony, call management, intelligent routing, performance monitoring and quality management functionalities, all in a unified interface.
Their aim is to enable contact centers to deliver quality customer service, while optimizing agent productivity and reducing operating costs.
Discover our list of the best call center software and a buying guide to help you get the most out of your in-house equipment.
1. Batvoice AI - Quality Monitoring and Voice of the Customer
Batvoice AI is a French Quality Monitoring solution that transforms the way you evaluate your customer interactions. Thanks to artificial intelligence, you can automate call evaluation and go from around 2 evaluations per advisor per month to over 50, saving your company significant time and money.
The solution also offersVoice of the Customer (VoC)analysis capabilities. By identifying the feelings and feedback expressed by your customers during calls, Batvoice AI helps you identify your service's strengths and areas for improvement. In this way, you can transform your interactions into drivers of conversion, loyalty and customer satisfaction.
Another key advantage of Batvoice AI is its ability to integrate seamlessly with all contact center software via customized connectors. This comprehensive integration enables seamless communication between the different tools used by your call center, optimizing the efficiency and productivity of your teams.
To sum up, here are the main advantages of Batvoice AI :
- Automated quality assessments
- Quality process improvement
- Advanced semantic and emotional analysis
- Real-time monitoring of interactions
- RGPD compliance
- Integrations with all customer service software
- Advanced reporting features
Batvoice AI adapts to your specific needs. Whether you're a supervisor or an assessor, you can use this tool to optimize your quality processes, better understand your customers and improve call center performance.
2. Akio
Akio's CCaaS (Contact Center as a Service) solution offers a full range of features to optimize your customer service.
With Akio, you benefit from efficient call management, including inbound and outbound calls. The system automatically handles simple requests, freeing up your agents for more complex tasks.
The platform also integrates digital channels such as chat and e-mail. So you can offer a consistent, omnichannel customer experience.
Akio.cx software uses artificial intelligence to analyze conversations and provide valuable insights. This enables you to continually optimize your customer service.
The main benefits of Akio CCaaS :
- Flexibility and scalability
- Lower infrastructure costs
- Easy integration with your existing tools
- Real-time analysis to improve your performance
3. Axialys
Axialys offers a CCaaS solution that optimizes the management of your customer interactions across all communication channels.
You benefit from a unified interface that enhances your agents' productivity. Axialys software integrates easily with your existing CRM tools via native connectors or APIs.
Key features include :
- Inbound and outbound call management
- Intelligent call routing
- Satisfaction surveys
- Callback requests
Axialys focuses on the French market. You benefit from local support and expertise tailored to the specific needs of your market.
4. Eloquent
Eloquant offers a CCaaS (Contact Center as a Service) solution particularly suited to small and medium-sized European businesses. This platform enables you to efficiently manage customer interactions across multiple channels.
You can handle voice calls, e-mails, chats and SMS messages from a single interface. This simplifies your agents' work and improves their productivity.
Eloquant stands out for its ability to handle large volumes of interactions. Every year, the platform handles 650 million voice and digital interactions.
The solution integrates with your existing CRM. Your agents can make calls directly from the CRM interface, saving precious time.
Here are the main advantages of Eloquant:
- Unified interface for all communication channels
- Intelligent call routing thanks to AI
- Improving agent efficiency
- Simplified management of customer interactions
5. Odigo
Odigo offers complete cloud-based contact center management. You can connect all your voice and digital channels to create an omnichannel customer experience.
The Odigo platform stands out for its flexibility and security. It allows you to easily adapt your services to the changing needs of your business.
Here are some of Odigo's key benefits:
- Integration of multiple communication channels
- Real-time analysis to optimize performance
- Artificial intelligence tools to improve customer experience
The Odigo platform uses state-of-the-art technologies to ensure an optimal customer and agent experience. You benefit from a modern, scalable solution for your call center.
6. Kiamo
Kiamo is an omnichannel platform for contact centers. It offers you a single interface to manage all your customer interactions.
With Kiamo, you can centralize all your communication channels:
- Incoming and outgoing calls
- Emails
- Online chat
- SMS and messaging (WhatsApp, Messenger)
- Video
Kiamo's intelligent routing directs each interaction to the most qualified agent. This improves team productivity and customer satisfaction.
Kiamo's intuitive interface offers a 360° view of each customer. Your agents have access to a complete history of interactions, making it easy to personalize service.
To increase efficiency, Kiamo offers automation tools. You can create workflows to automatically process certain simple requests.
The solution also includes resource management and planning functionalities. This helps you to optimize your teams' schedules in line with expected activity volumes.
7. RingCentral
RingCentral offers an AI-powered omnichannel solution for your call center. You can connect your agents to customers across more than 20 digital channels.
This platform integrates web chat, calls, e-mails and messaging. Your agents can offer 24/7 support, wherever they are.
Omnichannel routing is a key RingCentral feature. It directs customer interactions to the most qualified agents, improving your service efficiency.
You also benefit from convenient CRM integration. Your agents can make one-click calls without leaving your CRM interface.
RingCentral offers AI-based automation to optimize your operations. You can monitor your call center's performance in real time.
This cloud solution is designed to adapt to your needs. Whether you're a small business or a large organization, RingCentral grows with you.
8. Zendesk
Zendesk is a robust omnichannel platform for call centers. It integrates chat, e-mail, telephone and social networks to effectively manage customer interactions. Zendesk Talk is an integrated virtual call center solution. It enables you to offer personalized telephone assistance in an omnichannel customer journey.
Here are some of Zendesk's key features:
- Ticket management
- VoIP integration
- Callback button for waiting customers
- Customer data analysis
Zendesk adapts to your changing needs to create seamless experiences and build customer loyalty on a grand scale.
9. Genesys
Genesys offers a unified customer engagement platform that transforms your contact center. It gives you powerful tools to effectively manage your contact center and deliver an exceptional customer experience.
This all-in-one solution integrates various communication channels to enhance the customer experience. It enables you to create fluid, automated interactions to provide your customers with the right help at the right time.
Key benefits :
- Enhanced omnichannel capabilities
- Eliminating communication silos
- Personalized interactions
- Efficient follow-up of customer exchanges
Their cloud solution is designed to accelerate innovation. It's quick to deploy and easy to use, allowing you to fully embrace the digital age. When you choose Genesys, you're opting for a complete platform designed to increase your customers' satisfaction.
10. Ringover
Ringover offers a cloud telephony solution designed for businesses. This platform lets you make calls easily and efficiently. Setting up your phone system is a snap, and the solution offers the flexibility to adapt to your specific needs.
Key features :
- High-quality VoIP calls
- Integration with CRM and helpdesk tools
- Fixed and mobile numbers in 65 countries
- Outbound call campaigns with Power Dialer
- Videoconferencing and instant messaging
Ringover stands out for its ease of use. You don't need to be a technical expert to set up your call center and manage inbound and outbound calls efficiently.
In short, it's a modern, scalable solution that allows your business telephony to adapt to your future growth.
11. Aircall
Like Ringover, Aircall is a cloud telephony solution designed for call centers. It offers rapid installation and easy integration with your existing software.
You can manage your incoming and outgoing calls via their web interface or mobile app. This allows you to work from anywhere, which is ideal for remote teams.
The platform offers essential features for your call center:
- Call recording
- Customizable call scripts
- Queue management
- Group calls
Aircall stands out for its ease of use. The solution also offers visual voicemail. This feature lets you manage your voice messages efficiently, without having to listen to them one by one.
When you choose Aircall, you're opting for a complete VoIP solution. It meets the needs of your sales and customer service teams, enhancing your customers' satisfaction.
12. Customer Experience base
Socle Expérience Client is a solution that brings together all your relational channels in a common platform. This platform enables you to efficiently manage your customer service across different channels.
With Socle, you can integrate:
- Incoming and outgoing calls
- Emails
- Cat
- Instant messaging
- SMS
- Videoconferencing
- Bots (callbot, chatbot)
Socle's main advantage is its omnichannel nature. You can centralize all customer interactions in a single interface.
Socle integrates easily with your existing IT environment. This includes your databases, CRM, ERP and business applications. This integration gives you a complete view of your customer relationships.
13. Efficy
Efficy is a powerful CRM software designed to improve your customer relationship management. It offers specific functionalities for call centers.
With Efficy, you can centralize all your customer data in one place. This makes it easy to track interactions and quickly access important information.
Efficy's call center CRM helps you manage inbound and outbound calls efficiently. You can track incidents and optimize the handling of customer requests.
Key benefits :
- Multi-channel management (telephone, email, chat, social networks)
- Monitoring service commitments
- Creating a knowledge base
Efficy focuses on the European market. This can be an advantage if you're looking for a solution tailored to local conditions.
14. Hubspot
Hubspot offers call center software integrated with its CRM. This solution enables you to efficiently manage all your customer interactions.
With Hubspot CRM, you can :
- Make VoIP calls directly from the platform (or connect third-party solutions)
- Automatically track your calls in the system
- Real-time access to the history of multi-channel customer interactions
Thanks to its multitude of integrations with other software, you can centralize all your data and benefit from a complete view of your customers.
15. Dialonce
Dialonce offers an innovative solution to improve your customer service. Their AI-powered conversational agent enables you to optimize your interactions with your customers. Dialonce's system integrates an advanced IVR (Interactive Voice Response). This tool enables you to manage incoming calls efficiently.
Here are the main advantages of Dialonce's IVR:
- Personalized customer welcome
- Rapid referral to the right department
- Reduced waiting times
Thanks to artificial intelligence, Dialonce's conversational agent can go further, thanks to its ability to understand complex requests, provide precise answers and adapt to the context of each conversation.
16. Reecall
Reecall offers a solution combining an intelligent conversational agent with an advanced Interactive Voice Response (IVR) system. Reecall's virtual agent can handle a high volume of calls simultaneously. It pre-qualifies requests and directs them to the right service.
For sales teams, Reecall automates repetitive tasks. This includes managing quotations and partnership requests. So your staff can concentrate on high value-added interactions.
The main benefits of Reecall :
- 24/7 automated customer reception
- Quick identification of the reason for the call
- Natural language processing for fluent conversations
17. Dydu
Dydu is a platform specializing in intelligent conversational agents such as chatbots, voicebots and callbots.
These tools use artificial intelligence to enhance the customer experience by answering simple questions and directing calls to the right service.
The main advantages of Dydu :
- Intuitive no-code platform
- Autonomous creation of conversational agents
- Solutions tailored to your needs
You can use Dydu to :
- Automate answers to frequently asked questions
- Reduce waiting times
- Improving customer satisfaction
When you choose Dydu, you're opting for a solution that combines the advantages of IVR and conversational agents to optimize your call center.
18. Tolk.ai
Tolk.ai offers a chatbot solution to improve your customer service. This software uses artificial intelligence to offer personalized responses to your customers.
Key benefits:
- 24/7 availability
- Instant answers
- Personalized interactions
Thanks to machine learning, Tolk.ai's chatbot is constantly improving. It learns from each conversation to better respond to future requests.
You can combine the chatbot with a live chat solution. This allows you to offer a complete and efficient customer service.
Tolk.ai integrates easily with your existing tools. You can use it on your website, your social networks or your mobile application.
The Tolk.ai dashboard gives you access to detailed analyses. You can monitor your chatbot's performance and identify areas for improvement.
19. Timesquare by Holy-Dis
Timesquare is an intelligent solution for optimizing your scheduling processes. This software helps you to manage your employees' schedules and working hours efficiently, while taking account of your specific constraints.
Here are the main advantages of Timesquare:
- Automated calculation of schedules by period
- Compliance with legal rules and internal constraints
- Precise tracking of your employees' counters
- Collaborative environment for better communication
Timesquare can be adapted to different business sectors. For example, it can calculate workloads based on customer traffic in the retail sector.
You can also use Timesquare to :
- Model your activities
- Plan your human resources needs
- Optimizing planning under constraints
The platform is available in SaaS or on-premise mode, depending on your preferences. This gives you flexibility in deploying and using the software.
20. Apizee
Apizee offers an innovative video assistance solution for call centers. This technology enhances customer service by providing a more personalized and interactive experience. It can be adapted to a variety of business sectors, from technical assistance to remote claims assessment.
The software lets you easily integrate videoconferencing into your existing platform, so you can communicate face-to-face with your customers, wherever they are. Screen sharing is a key feature of this solution. Thanks to it, you can guide your customers step-by-step to solve their problems quickly and efficiently.
Here are just a few of the benefits of Apizee video assistance:
- Faster resolution of customer problems
- Increased customer satisfaction
- Reduce unnecessary travel
- Better understanding of customer needs
21. Voxpay
Voxpay is a call center solution that enables you to accept payments from your customers securely by phone, SMS and email.
Your agents can finalize sales easily, allowing your customers to pay directly during the call, for example, without interrupting the conversation. Security being paramount, Voxpay uses a bank data masking system. This means your agents never see sensitive customer information. You can also send payment links by SMS or email.
Here are the advantages of Voxpay:
- PCI-DSS-certified secure payments
- Increased sales
- Reduced dunning costs
- Improving the customer experience
22. Mayday
Mayday offers a knowledge base solution that centralizes all your important information in one place.
It lets you easily organize and update your knowledge base thanks to a user-friendly interface, even for non-experts.
The Mayday knowledge base is omnichannel. This means your agents can access it from a variety of communication channels.
You can also automatically import your existing content into Mayday. This includes documents from Drive, SharePoint, Wiki, and intranet.
Thanks to artificial intelligence, Mayday helps your agents find the right information quickly. This reduces the time spent searching for answers and improves customer service efficiency.
Summary of key benefits :
- Fast, precise search
- Real-time updates
- Integration with your existing tools
- Intelligent information distribution
23. Smart Tribune
Smart Tribune offers AI chatbots and knowledge base solutions to improve your customer service. You can easily integrate these tools into your existing systems.
The platform offers a help center with an AI response engine. This enables your customers to quickly find answers to their questions, at any stage of their journey.
You can guide your customers and advisors step by step through diagnostics, interactive guides and mini-quizzes. These features make the user experience more fluid and efficient.
Smart Tribune's AI chatbot evaluates the emotional context of each interaction. It provides responses adapted to the user's state of mind, while remaining true to your brand identity.
This solution enables you to refocus your customer service on high value-added requests. Your advisors can concentrate on more complex tasks, making the most of their expertise.
Buying guide for call center software
Why and how to interconnect call center software?
Software interconnection is essential to optimize call center performance, whatever the level of digitalization.
For call centers that have not yet fully exploited the potential of digitalization, it's important to realize that certain working methods, such as manually exporting call data to a CRM via Excel files, are no longer optimal.
Today's software enables simplified integration between different tools, such as telephony and CRM solutions. This interconnection automates data transfer, eliminating time-consuming tasks and reducing the risk of errors.
What's more, the interconnectionprovides a 360-degree view of customer relations, by centralizing all information. Agents thus have access to the complete history of interactions, whatever the channel used (telephone, email, chat, etc.). This unified view makes it possible to offer a personalized and consistent service, enhancing customer satisfaction.
For more mature call centers, interconnection opens the way to advanced features such as intelligent call routing, IVR integration to personalize the customer journey, and automation of post-call follow-up tasks. These options optimize call center efficiency and streamline the customer experience.
There are many different ways to interconnect software. Many suppliers offer pre-configured integrations, enabling quick and effortless connection between their tools and popular third-party software. For more specific needs, custom connectors can be developed via APIs. Finally, some low-code or no-code platforms offer visual interfaces for creating automated workflows between different applications, without requiring advanced technical skills.
How do you choose the right software for your call center?
Choosing the right call center software is a crucial decision that can have a significant impact on your team's performance and your customers' satisfaction. To select the best tools, start by assessing your specific needs:
- Call volume
- Types of service (support, sales, etc.)
- Current team size and future growth
- Communication channels (telephone, email, chat, social networks, etc.)
- Integration with existing systems (CRM, ERP, etc.)
Choose software that is compatible with your existing infrastructure. Seamless integration with existing systems is essential to avoid data silos and technical difficulties. Choose solutions with an intuitive interface to facilitate adoption by your agents.
Don't hesitate to ask suppliers for demonstrations or trial periods to test software in real-life conditions before committing yourself. Evaluate the quality of customer support, too, as this can make a big difference in the event of a problem.
Frequently asked questions about call center software
What are the essential features to look for in call center software?
The essential features of call center software depend largely on the specific needs of each company. However, there are certain key elements that are generally indispensable for ensuring efficiency and quality of service, whatever the type of call center:
- Automatic Call Routing (ACD): This feature efficiently routes calls to the most qualified agents, reducing customer waiting time and improving customer satisfaction.
- Reporting and analysis: To monitor performance and make informed decisions, reporting and analysis tools are crucial. This makes it possible to identify strengths and areas for improvement, optimize resources and measure the impact of actions taken.
- Integration with telephony systems (CTI): Whether your call center handles mainly inbound or outbound calls, integration with telephony systems is essential to facilitate agents' work and improve their productivity.
- Integration with your existing CRM: To offer personalized, efficient service, agents need a complete view of the history of interactions with each customer. Integration with your CRM is therefore essential.
- Multi-channel communication: Offering different communication channels has become essential to meet customer expectations and remain competitive.
Although these features are considered essential, it's important to note that the specific needs of each call center may vary. Before choosing a software solution, it is therefore crucial to assess your particular requirements, so as to select a solution that best meets them.
How does software ensure the security and confidentiality of customer data?
In a context of increasingly sophisticated cyber threats and stringent data protection regulations, the security and confidentiality of customer information have become crucial issues for call centers. Modern software must therefore incorporate robust security measures to protect sensitive data.
First of all, call center software must comply with current regulations, such as the RGPD in Europe or the CCPA in California. They use various techniques, such as encryption to secure data storage and transmission, two-factor authentication to enhance account security, and role-based access controls to limit the information visible to each user.
Regular audits, activity logs, frequent backups and disaster recovery plans are also essential to detect anomalies and guarantee data availability and integrity. Some software packages even offer options for masking sensitive data during calls.
Training agents in good security practices and incident procedures is equally important. Data security and confidentiality require constant vigilance and regular updating of software and processes, in close collaboration with solution providers.
Should you choose cloud software (SaaS) or on-premise software (hosted on your in-house server)?
The choice between cloud (SaaS) and on-premise solutions for call center software is crucial, as it has a significant impact on costs, flexibility and data security.
Cloud solutions offer great flexibility and scalability. They are easy to set up, update and access from anywhere, facilitating remote working and collaboration. Initial costs are generally lower, but monthly fees can add up over the long term.
On the other hand, on-premise solutions offer total control over your data and infrastructure. They may be preferable for companies with strict compliance requirements and give complete control over data security, which can be crucial for certain highly regulated industries such as finance or healthcare. However, they require a dedicated IT team and substantial hardware investment.
There are also hybrid solutions that combine cloud and on-premise elements. These can offer the best of both worlds for some businesses, keeping some sensitive data local while benefiting from the flexibility of the cloud for other aspects.
Ultimately, there is no universal answer. The choice between cloud, on-premise or a hybrid solution depends on the specific needs, resources and priorities of each call center. Small and medium-sized businesses are often better off opting for the cloud, while large organizations with substantial IT resources and stringent compliance requirements may prefer on-premise.
What is the average cost of a complete contact center software package?
Estimating the cost of contact center software is crucial to budget planning. Costs vary according to company size, number of agents and functionality required. Here are some estimates based on market trends:
- Cloud solution: €24 to €190 per agent/month (average €50 to €75 for SMEs)
- On-premise solution: €954 to €4,768 per workstation, plus maintenance costs
- Unified communications systems: €50 to €300 per user/month (SMEs), €200 to €500 per user/month (large companies)
Other costs to consider :
- Training, integration and customization
- Installation: €1,500 to €25,000
- Setup and monitoring: €2,500 to €45,000
For a medium-sized contact center (50-100 agents) :
- First year (including installation and configuration): €95,290 to €238,226
- Subsequent years (software licenses): €57,177 to €143,120 per year
To assess the return on investment, calculate the impact of new software on key indicators such as first call resolution rate, average handling time or customer satisfaction. Increased efficiency and improved customer satisfaction can quickly offset initial costs. What's more, some suppliers offer discounted rates for high agent volumes, so it's always worth comparing several quotes and negotiating.
Should agents be trained to use the software?
Agent training is essential to the successful adoption of call center software, as it improves productivity and the quality of customer service. It is important to provide in-depth initial training, adapted to the complexity of the software, and delivered by qualified trainers. Regular refresher sessions, based on skills assessment, keep knowledge up to date.
Training needs to be diversified, combining face-to-face sessions, videos, practical guides and fun elements to encourage engagement. It should also cover best practices, particularly in terms of customer data management and regulatory compliance. Supervisors must also be trained in advanced functionalities.
Finally, comprehensive documentation, including user guides and FAQs, makes it easy for agents to find answers to their questions. Investing in a well-designed training program means investing in the quality of customer service and the success of the call center, while accelerating the software's return on investment.
What do you need to configure call center software for your business?
To set up call center software successfully, you'll need a stable Internet connection, a reliable telephone network and computers with headsets for each agent. Choose the right solution for your business and prepare your call scripts, knowledge base and routing rules.
Define user roles, integrate the software with your other tools (CRM, helpdesk) and test it before launch, possibly via a pilot. Train your team to ensure successful adoption.
Configuring call center software is an ongoing process, requiring regular adjustments based on feedback from agents and changing needs.
How long does it take to set up and familiarize yourself with call center software?
The time needed to set up and familiarize yourself with call center software varies according to the complexity of the software, the size of your team and the features used.
Initial configuration can take from a few days to several weeks, including installation, integration with other tools, creation of call scripts and routing rules.
Agents' familiarity with the system depends on their previous experience and the effectiveness of their training. Allow at least one to two weeks for initial training, followed by regular refresher sessions. Supervisors and administrators, however, may need more time to master advanced functionalities.
In general, you should allow 4 to 8 weeks for initial configuration and for your team to get to grips with the software. However, full mastery comes with time and practice. Ongoing support from the supplier and internal knowledge sharing are essential to optimize the use of the software.
