The 23 Best Call Center Software Solutions in 2025
Whether it's to manage customer requests, provide technical support, or make sales, an effective call center requires powerful tools to optimize its operations.
Call center software is a technology solution designed to help agents manage interactions with customers efficiently and professionally. This software generally combines telephony, call management, intelligent routing, performance tracking, and quality management features, all in a unified interface.
Their goal is to enable contact centers to provide quality customer service, while optimizing agent productivity and reducing operational costs.
Discover our list of the best software for call centers as well as a buying guide to help you equip yourself well internally.
1. Batvoice AI - Quality Monitoring and Voice of the Customer
Batvoice AI offers a French Quality Monitoring solution that transforms how you evaluate your customer interactions. Leveraging artificial intelligence, you can automate call assessments and increase evaluations from approximately 2 per advisor per month to over 50. This automation provides significant time savings and cost reduction for your business.
The solution also provides Voice of the Customer (VoC) analytics. By identifying the sentiments and feedback expressed by your customers during calls, Batvoice AI helps you identify the strengths and areas for improvement in your service. You can then transform your interactions into drivers of conversion, loyalty, and customer satisfaction.
Another key advantage of Batvoice AI is its ability to seamlessly integrate with all contact center software through customized connectors. This comprehensive integration enables fluid communication between the various tools used by your call center, thereby optimizing the efficiency and productivity of your teams.
In summary, here are the main advantages of Batvoice AI:
- Automation of quality assessments
- Improvement of quality processes
- Advanced semantic and emotion analysis
- Real-time monitoring of interactions
- GDPR compliance
- Integrations with all customer service software
- Advanced reporting features
Batvoice AI adapts to your specific needs. Whether you are a supervisor or evaluator, you can use this tool to optimize your quality processes, better understand your customers, and improve the performance of your call center.
2. Akio
Akio offers a CCaaS (Contact Center as a Service) solution that provides a comprehensive range of features to optimize your customer service.
With Akio, you benefit from effective call management, including inbound and outbound calls. The system automatically processes simple requests, freeing up your agents for more complex tasks.
The platform also integrates digital channels such as chat and email, allowing you to deliver a consistent and omnichannel customer experience.
The Akio.cx software uses artificial intelligence to analyze conversations and provide valuable insights, enabling you to continuously optimize your customer service.
The main advantages of Akio CCaaS:
- Flexibility and scalability
- Reduction of infrastructure costs
- Easy integration with your existing tools
- Real-time analytics 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 improves the productivity of your agents. Axialys's software easily integrates with your existing CRM tools via native connectors or APIs.
Key features include:
- Management of inbound and outbound calls
- Intelligent call routing
- Satisfaction surveys
- Callback requests
Axialys focuses on the French market, providing you with local support and expertise tailored to the specific needs of your market.
4. Eloquant
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 interactions with your customers across multiple channels.
You can handle voice calls, emails, chats, and SMS messages from a single interface, simplifying the work of your agents and improving their productivity.
Eloquant distinguishes itself through its capacity to handle a large volume of interactions. Each year, the platform manages 650 million voice and digital interactions.
The solution integrates with your existing CRM, allowing your agents to make calls directly from the CRM interface, saving valuable time.
Here are the main advantages of Eloquant:
- Unified interface for all communication channels
- Intelligent call routing thanks to AI
- Improved agent efficiency
- Simplified management of customer interactions
5. Odigo
Odigo offers complete contact center management entirely based in the cloud. 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, allowing you to easily adapt your services to the changing needs of your business.
Here are some key benefits of Odigo:
- Integration of multiple communication channels
- Real-time analytics to optimize performance
- Artificial intelligence tools to improve customer experience
The Odigo platform uses cutting-edge technologies to ensure an optimal customer and agent experience, providing you with a modern and scalable solution for your call center.
6. Kiamo
Kiamo is an omnichannel platform for contact centers, providing a single interface to manage all your customer interactions.
With Kiamo, you can centralize all your communication channels:
- Inbound and outbound calls
- Emails
- Online chat
- SMS and messaging (WhatsApp, Messenger)
- Video
Kiamo's intelligent routing directs each interaction to the most qualified agent, improving team productivity and customer satisfaction.
Kiamo's intuitive interface provides a 360° view of each customer. Your agents have access to the complete history of interactions, facilitating service personalization.
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 features, helping you optimize your team schedules based on the anticipated activity volume.
7. RingCentral
RingCentral offers an AI-powered omnichannel solution for your call center, connecting your agents to customers across more than 20 digital channels.
This platform integrates web chat, calls, emails, and messaging, enabling your agents to provide 24/7 support, regardless of their location.
Omnichannel routing is a key feature of RingCentral, directing customer interactions to the most qualified agents and improving the efficiency of your service.
You also benefit from practical CRM integration, allowing your agents to make calls with one click without leaving your CRM interface.
RingCentral offers AI-driven automations to optimize your operations, enabling you to monitor your call center's performance in real time.
This cloud solution is designed to adapt to your needs. Whether you are a small business or a large organization, RingCentral evolves with you.
8. Zendesk
Zendesk is a robust omnichannel platform for call centers, integrating chat, email, phone, and social networks to efficiently manage interactions with your customers. Zendesk Talk is an integrated virtual call center solution that allows you to offer personalized telephone support within an omnichannel customer journey.
Here are some key features of Zendesk:
- Ticket management
- VoIP integration
- Callback button for customers on hold
- Customer data analysis
Zendesk adapts to your evolving needs to create seamless experiences and build customer loyalty at scale.
9. Genesys
Genesys offers a unified customer engagement platform that transforms your contact center. It provides powerful tools to efficiently 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 the creation of seamless and automated interactions, providing your customers with relevant assistance at the right moment.
Key benefits:
- Enhanced omnichannel capabilities
- Elimination of communication silos
- Personalization of interactions
- Effective tracking of customer interactions
Their cloud solution is designed to accelerate innovation. It is quick to deploy and easy to use, allowing you to fully enter the digital age. By choosing Genesys, you are opting for a comprehensive platform aimed at increasing customer satisfaction.
10. Ringover
Ringover offers a cloud telephony solution designed for businesses. This platform allows you to make calls easily and efficiently. Setting up your telephone system is quick, and the solution offers great flexibility to adapt to your specific needs.
Key features:
- High-quality VoIP calls
- Integration with CRMs and helpdesk tools
- Landline and mobile numbers in 65 countries
- Outbound calling campaigns with Power Dialer
- Video conferencing 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 effectively.
In summary, it is a modern and 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 quick setup and easy integration with your existing software.
You can manage your inbound and outbound calls via their web interface or the mobile application. 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, enabling you to manage your voicemail messages efficiently without having to listen to them one by one.
By choosing Aircall, you are opting for a complete VoIP solution that meets the needs of sales and customer service teams, thereby improving customer satisfaction.
12. Customer Experience Platform
The Customer Experience Platform is a solution that consolidates all your relational channels into a common base. This platform allows you to efficiently manage your customer service across different channels.
With Socle, you can integrate:
- Inbound and outbound calls
- Emails
- Chat
- Instant messaging
- SMS
- Video conferencing
- Bots (callbot, chatbot)
The main advantage of Socle is its omnichannel capability, allowing you to centralize all customer interactions in a single interface.
Socle easily integrates with your existing IT environment, including your databases, CRM, ERP, and business applications. This integration provides a comprehensive view of your customer relationship.
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, facilitating the tracking of interactions and quick access to important information.
Efficy's call center CRM helps you efficiently manage inbound and outbound calls, enabling you to track incidents and optimize the processing of customer requests.
Key benefits:
- Multichannel management (telephone, email, chat, social networks)
- Service Level Agreement tracking
- Knowledge base creation
Efficy focuses on the European market, which can be an advantage if you are looking for a solution tailored to local specificities.
14. Hubspot
Hubspot offers call center software integrated with its CRM, enabling you to efficiently manage all your customer interactions.
With the Hubspot CRM, you can:
- Make VoIP calls directly from the platform (or connect third-party solutions)
- Automatically track your calls within the system
- Access a real-time history of multi-channel customer interactions
Thanks to its numerous 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 allows you to optimize your interactions with your customers. The Dialonce system integrates an advanced IVR (Interactive Voice Response). This tool offers you the possibility to efficiently manage incoming calls.
Here are the main advantages of Dialonce's IVR:
- Personalized customer welcome
- Fast routing to the correct department
- Reduced waiting times
Thanks to artificial intelligence, Dialonce's conversational agent can go further due 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 large volume of calls simultaneously. It pre-qualifies requests and routes them to the correct department.
For sales teams, Reecall automates repetitive tasks. This includes managing quotes and partnership requests. Your employees can thus concentrate on high value-added interactions.
The main advantages of Reecall:
- Automated customer welcome 24/7
- Rapid identification of the reason for calling
- Natural language processing for fluid conversations
17. Dydu
Dydu is a platform specializing in intelligent conversational agents such as chatbots, voicebots and callbots.
These tools use artificial intelligence to improve the customer experience by answering simple questions and directing calls to the correct department.
The main advantages of Dydu:
- Intuitive no-code platform
- Autonomous creation of conversational agents
- Customizable solutions tailored to your needs
You can use Dydu to:
- Automate answers to frequently asked questions
- Reduce waiting times
- Improve customer satisfaction
By choosing Dydu, you are 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 provide personalized responses to your customers.
Its main advantages:
- 24/7 availability
- Instant answers
- Personalization of interactions
Thanks to machine learning, Tolk.ai's chatbot is continuously 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 comprehensive and efficient customer service.
Tolk.ai easily integrates with your existing tools. You can use it on your website, social networks, or mobile application.
Tolk.ai's dashboard gives you access to detailed analytics. You can track your chatbot's performance and identify areas for improvement.
19. Timesquare by Holy-Dis
Timesquare is an intelligent solution for optimizing your planning processes. This software helps you efficiently manage employee schedules and working hours while taking into account your specific constraints.
Here are the main advantages of Timesquare:
- Automated calculation of schedules per period
- Compliance with legal rules and internal constraints
- Precise monitoring of your employees' counters
- Collaborative environment for better communication
Timesquare adapts to different sectors of activity. For example, it can calculate the workload based on customer traffic in retail.
You can also use Timesquare to:
- Model your activities
- Anticipate your human resources needs
- Optimize planning under constraints
The platform is available in SaaS or on-premise mode, depending on your preferences. This offers you flexibility in the deployment and use of the software.
20. Apizee
Apizee offers an innovative video assistance solution for call centers. This technology improves customer service by providing a more personalized and interactive experience. It is suitable for various sectors, from technical support to remote claims assessment.
The software allows you to easily integrate videoconferencing into your existing platform to communicate face-to-face with your customers, wherever they are. Screen sharing is a key feature of this solution. With it, you can guide your customers step by step to solve their problems quickly and efficiently.
Here are some advantages of Apizee video assistance:
- Faster resolution of customer issues
- Increased customer satisfaction
- Reduction of unnecessary travel
- Better understanding of customer needs
21. Voxpay
Voxpay is a solution for call centers that allows you to securely accept payments from your customers by phone, SMS, and email.
Your agents can finalize sales easily by allowing your customers to pay directly during the call, for example, without interrupting the conversation. Security is paramount, so Voxpay uses a system to mask bank details. This means that 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
- Reduction of recovery costs
- Improved customer experience
22. Mayday
Mayday offers a knowledge base solution that centralizes all your important information in one place.
It allows you to easily organize and update your knowledge base thanks to an interface that is simple to use, even for non-experts.
The Mayday knowledge base is omnichannel. This means that your agents can access it from different 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 quickly find the right information. This reduces the time spent searching for answers and improves the efficiency of customer service.
Key benefits overview:
- Fast and accurate search
- Real-time updates
- Integration with your existing tools
- Intelligent information distribution
23. Smart Tribune
Smart Tribune offers AI chatbot and knowledge base solutions to improve your customer service. You can easily integrate these tools with your existing systems.
The platform provides a help center with an AI-powered response engine, enabling your customers to quickly find answers to their questions at any point in their journey.
You can guide your customers and advisors step by step with diagnostics, interactive guides, and mini-quizzes. These features make the user experience more streamlined and efficient.
Smart Tribune's AI chatbot assesses the emotional context of each interaction. It delivers responses tailored to the user's state of mind, while staying true to your brand identity.
This solution allows you to refocus your customer service on high value-added requests. Your advisors can then concentrate on more complex tasks, leveraging their expertise.
Buyer's guide to choosing your call center software
Why and how to interconnect your call center software?
Software interconnection is essential for optimizing the performance of a call center, regardless of its level of digitalization.
For call centers that have not yet fully exploited the potential of digitalization, it is important to realize that certain working methods, such as manually exporting call data to a CRM via Excel files, are no longer optimal.
Today, software enables simplified integration between different tools, such as telephony solutions and CRMs. This interconnection automates data transfer, eliminating time-consuming tasks and reducing the risk of errors.
In addition, interconnection allows you to obtain a 360-degree view of the customer relationship by centralizing all information. Agents have access to a complete history of interactions, regardless of the channel used (phone, email, chat, etc.). This unified view enables a personalized and consistent service, improving customer satisfaction.
For more mature call centers, interconnection paves the way for advanced functionalities, 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 journey.
There are different ways to interconnect software. Many vendors offer pre-configured integrations, enabling quick and effortless connection between their tools and the most 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 to choose the most suitable software for your call center?
Choosing call center software is a crucial decision that can significantly impact your team's performance and customer satisfaction. To select the best tools, start by assessing your specific needs:
- Call volume
- Types of services (support, sales, etc.)
- Current team size and its future growth
- Communication channels (phone, 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. Also, prioritize solutions that offer an intuitive interface to facilitate adoption by your agents.
Do not hesitate to request demonstrations or trial periods from vendors to test the software under real conditions before committing. Also, evaluate the quality of the customer support offered, 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 largely depend on the specific needs of each company. However, some key elements are generally indispensable to ensure the efficiency and quality of service, regardless of the type of call center:
- Automatic Call Distributor (ACD): This feature efficiently directs calls to the most qualified agents, reducing customer wait times and improving satisfaction.
- Reports and analytics: To track performance and make informed decisions, it is crucial to have reporting and analysis tools. This allows you to identify strengths and areas for improvement, optimize resources, and measure the impact of implemented actions.
- Integration with telephony systems (CTI): Whether your call center primarily handles inbound or outbound calls, integration with telephony systems is essential to facilitate the work of agents and improve their productivity.
- Integration with your existing CRM: To provide personalized and efficient service, agents need a complete view of the history of interactions with each customer. Integration with the 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 is important to note that the specific needs of each call center may vary. Before choosing software, it is therefore crucial to evaluate your specific requirements in order to select a solution that best meets them.
How do software solutions ensure the security and confidentiality of customer data?
In a context where cyber threats are increasingly sophisticated and data protection regulations are increasingly strict, the security and confidentiality of customer information have become crucial issues for call centers. Modern software must therefore integrate robust security measures to protect sensitive data.
First of all, call center software must be compliant with current regulations, such as the GDPR in Europe or the CCPA in California. They use various techniques, such as encryption to secure the storage and transmission of data, two-factor authentication to strengthen 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 the availability and integrity of data. Some software even offers options for masking sensitive data during calls.
Training agents on security best practices and incident procedures is just as 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 (SaaS) or on-premise (hosted on your internal server) software?
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 increased scalability. They are easy to set up, update, and access from anywhere, which facilitates remote work and collaboration. Initial costs are generally lower, but monthly fees can accumulate 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 provide 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 significant hardware investments.
There are also hybrid solutions that combine elements of the cloud and on-premise. They can offer the best of both worlds for some companies by allowing them to keep certain sensitive data locally while benefiting from the flexibility of the cloud for other aspects.
Ultimately, there is no one-size-fits-all answer. The choice between the cloud, on-premise, or a hybrid solution depends on the specific needs, resources, and priorities of each call center. Small and medium-sized businesses often benefit from opting for the cloud, while large organizations with significant IT resources and strict compliance requirements may prefer on-premise.
What is the average cost of a complete software suite for a contact center?
Estimating the costs of a software suite for a contact center is crucial for budget planning. Costs vary depending on the size of the company, the number of agents, and the features required. Here are some estimates based on market trends:
- Cloud solution: €24 to €190 per agent/month (average of €50 to €75 for an SME)
- On-premise solution: €954 to €4,768 per seat, plus maintenance fees
- Unified communication systems: €50 to €300 per user/month (SME), €200 to €500 per user/month (large companies)
Other costs to consider:
- Training, integration, and customization
- Installation: €1,500 to €25,000
- Configuration and monitoring: €2,500 to €45,000
For an average contact center (50-100 agents):
- First year (installation and configuration included): €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 the 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 the initial costs. In addition, some vendors offer volume discounts for large numbers of agents, so it is always worthwhile to compare multiple quotes and negotiate.
Should user training be provided for agents?
Agent training is essential for successful adoption of call center software, as it improves productivity and customer service quality. It is important to provide thorough initial training, tailored to the complexity of the software, and delivered by qualified trainers. Regular refresher sessions, based on skills assessment, keep knowledge up to date.
Training should be diversified, combining face-to-face sessions, videos, practical guides, and gamified elements to promote engagement. It should also cover best practices for usage, particularly regarding customer data management and regulatory compliance. Supervisors should also be trained on advanced features.
Finally, comprehensive documentation, including user guides and a FAQ, allows agents to easily find answers to their questions. Investing in a well-designed training program is an investment in the quality of customer service and the success of the call center, while accelerating the return on investment of the software.
What do you need to configure call center software for your company?
To successfully configure call center software, you will need a stable internet connection, a reliable telephone network, and computers with headsets for each agent. Choose a solution tailored to 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 program. Train your team to ensure successful adoption.
Configuring call center software is an ongoing process, requiring regular adjustments based on agent feedback and evolving needs.
How long does it take to configure and get up to speed with call center software?
The time required to configure and get up to speed with call center software varies depending on 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 implementation of routing rules.
Agent adoption depends on their prior experience and the effectiveness of the training. Allow at least one to two weeks of initial training, followed by regular refresher sessions. Supervisors and administrators may need more time to master the advanced features.
In general, allow between 4 to 8 weeks for initial configuration and software adoption by your team. However, complete mastery comes with time and practice. Ongoing vendor support and internal knowledge sharing are essential to optimize software utilization.
