Using software to manage businesses is the new norm of the industry!
And call centers are no exception in this case!
Call center software helps you save time and costs by automating redundant tasks, rapidly resolving customer queries, and keeping track of agent performance.
Keeping this in mind, we will focus on the importance of call center software in this blog.
These are the questions we will answer:
- What is Call Center Software?
- What are the different types of call center software?
- What are the benefits of installing call center software?
So, without further ado, let’s get started!
What is Call Center Software?
The first question in your mind must be: What is call center software?
Call center software is any digital platform or application that helps call center agents perform daily tasks with ease and ensure smooth customer-agent conversations.
In other words, call center software is installed on your computer to increase the productivity of agents and take customer satisfaction to the next level.
What’s the upshot?
- Increase in Customer Satisfaction Score (CSAT).
- Higher Return on Investment (ROI).
Let’s try to understand this with an example.
Suppose, as a call center owner, you realize that the performance of call center agents is not up to the mark and there is a noticeable delay in agents’ response to clients.
Now, what should you do in such a scenario?
In such a case, installing call center software like Aloware can prove beneficial.
This AI-powered tool responds to customer queries and ensures effective communication.
Moreover, you can also track the performance of your agents and find out if there are any unnecessary delays in resolving customer queries.
As a result, the performance of agents and customer support service is drastically improved.
The story doesn’t end here, there’s a lot of other functions that call center software can help us with:
| Task | Manual Time (Avg per Task) | With Software | Time Saved |
| Call Routing | 1–2 minutes per call | Instant (auto-routing) | ~1–2 minutes per call |
| Customer Verification | 1–3 minutes | 15–30 seconds (auto pull from CRM) | ~1.5–2.5 minutes |
| Pulling Up Customer Info | 2–4 minutes | Instantly (CRM integration) | ~2–4 minutes |
| Call Logging & Notes | 2–5 minutes per call | Auto-logged in real-time | ~2–5 minutes per call |
| Creating Support Tickets | 3–6 minutes | 30 sec – 1 minute (auto-ticketing) | ~3–5 minutes |
| Call Recording & Storage | Manual setup, 10+ mins daily | Automatic & continuous | 10–15 mins daily |
| Reporting & Analytics | 1–3 hours weekly | Real-time dashboards | ~1–3 hours weekly |
| Scheduling Agents | 1–2 hours weekly | 10–20 minutes (WFM tools) | ~1–1.5 hours weekly |
| Performance Monitoring | 30–60 mins daily | Live view with alerts | ~30–60 mins daily |
| Handling Simple Queries | 3–5 minutes per query | IVR handles in 1 min or less | ~2–4 minutes per call |
At HiredSupport, our agents deliver exceptional customer support services by utilizing the features of various call center software.
It’s one of the reasons why they have a proven track record of increasing the Customer Satisfaction Score (CSAT) by 37%.
Types of Call Center Software And Their Use Cases
Now, let’s dig into the different types of call center software:
| Call Center Software Type | Key Features | Use Cases |
| On-Premise Call Center Software | Ensures high security and data privacy Control over features Reliance on physical infrastructure | Call centers with strict security requirements, such as dealing with finances |
| Inbound Call Center Software | Efficient handling of incoming customer calls Queue Management and Call Center Focus on resolving customer queries efficiently Call routing capabilities | Useful for the technical support team in resolving complex customer queries |
| Outbound Call Center Software | Lead management and CRM integration Automated Campaign Management | Agents conducting surveys and requesting feedback from clients |
| Virtual Call Center Software | No requirements for on-premise hardware infrastructure and software installation | Best for call centers with a workforce in a different geographical location |
| Hosted Call Center Software | Hosted by a third-party provider Quick deployment and easy scalability Access to advanced features without significant investment | Seasonal businesses that need the flexibility to scale up and scale down their operations |
| Cloud-Based Call Center Software | Hosted on the cloud No need for physical infrastructure Accessible from anywhere with an internet connection | Businesses with remote or distributed teams |
5 Best Call Center Software Solutions To Maximize Agent Productivity
Now, let’s have a look at some of the most popular call center software and understand how they can benefit your call center:
| Name of the Tool | Key Features | Pricing (USD/month) |
| Nextivia Contact Center | Omnichannel communicationCall recordingAgent monitoring | From $20 per user |
| JustCall | Real-time analyticsAutomated call distribution Post-call surveys | From $29 per user |
| CloudTalk | Advanced TrackingCRM integrations Post-call tagging | From $25 per user |
| Talkdesk | Speech analytics Real-time agent assistance | From $85 per user |
| RingCentral | Escalation managementCloud callingOmnichannel support | From $30 per user |
1. Nextivia Contact Center
As a popular call center software, Nextivia Contact Center allows agents to interact across multiple channels.
What’s highly appreciable about this software is its ability to enhance customer service by simplifying call routing and improving agent-client communication.
If you are looking for sophisticated KPI monitoring software at an affordable rate, Nextivia Contact Center is the ideal choice for you.
What This Tool Offers
These are some of the features of this call center software:
- Omnichannel client-agent communication
- Call Recording
- Automated Call Responses
- Agent Performance Monitoring
Price
From $20 per user per month, which makes it an affordable option for startups and medium-sized enterprises
Free Trial
Yes, it offers a free trial to users
2. JustCall
JustCall is a versatile cloud-based phone system and call center software designed to improve sales and support communications.
Sounds compelling, right?
With a focus on improving agents’ performance, this platform offers features like automated workflows, real-time analytics, and flawless integrations.
What This Tool Offers
Have a look at some of the key features of this tool:
- Real-time analytics and reporting
- Automated call distribution
- Automated SMS generation
- Post-call surveys
- CRM Integrations
Price
From $29 per user per month – a very budget-friendly software, especially for small-sized call centers
Free Trial
Yes, it offers a free trial option.
3. CoudTalk
This call center software boasts a host of unique tools, making it useful for incoming call distribution and bringing down bounce rates.
CloudTalk eliminates the possibility of customers being stuck in a loop and waiting for a response from agents.
To achieve this, it allows clients to leave a voicemail if no agent is available. When one of the agents is free, they contact the client themselves.
Sounds interesting, doesn’t it?
What This Tool Offers
Below are the main features of CloudTalk:
- Advanced performance tracking
- CRM Integrations
- Personalized voice mail option for clients
- Post-call tagging
- Personalized call queues
Price
From $25 per user per month
Free Trial
It offers a 14-day trial to the customers
4. Talkdesk
Talkdesk prioritizes enhanced customer support service (well, no surprises here) via features like effective call handling and utilizing advanced analytics.
Having recently introduced a revamped desktop application, Talkdask gives importance to users’ feedback and introduces modifications accordingly with frequent updates.
Moreover, Talkdesk improves customer satisfaction scores with the help of AI-powered solutions that enhacnes agent-client interactions.
What This Tool Offers
Let’s have a look at some of the features of TalkDesk:
- Detailed Agent Performance reports
- Auto Dialer
- Speech Analytics
- Real-time assistance for the agents
- AI-based Copilot
- Provides key metrics with the help of AI
Price
From $85 per user per month
Free Trial
Yes, this call center software provides customers with a 14-day trial
5. RingCentral
RingCentral is a popular cloud-based communication platform that offers a handful of features like call delegation, escalation management, and CRM integration.
When it comes to enhancing customer interactions, it simplifies cross-team collaboration and communication workflows for call center agents.
Another key offering of RingCentral is “RingOut”.
This feature allows call center agents to initiate calls from any device, which facilitates client-agent communication.
What This Tool Offers
Below are the key features of CloudTalk:
- AI-powered calls and messages across devices
- Escalation Management
- Cloud-based calling
- Omnichannel Support
- Option of HD video calls and sending SMS
Price
From $30 per month
Free Trial
Yes, to facilitate the users, it offers a 14-day free trial
Why You Need To Install Call Center Software in 2025
Given that clients expect smooth interactions and effective omnichannel experiences, utilizing call center features can make life easier for you.
Let’s discuss how call centers benefit from call center software.
1 – Helps You Track Analytics
Imagine this scenario: there are a number of calls from customers coming in, and you want to ensure that the best agent, familiar with the clients’ prior dealings, receives this call.
How do you make this possible?
Enter call center software!
By utilizing features like automatic call distribution, you can easily find out which agent is free and most suitable for taking each call.
With the help of call center software, you can also keep track of previous agent-client communications and assign the call to the most suitable agent.
Super fast customer support service means a higher customer satisfaction score and more clients for your call center.
2 – Provides Agent Performance Review
Alright, let’s talk about giving your agents better feedback.
After all, positive feedback is necessary for improving client-agent communication, right?
Let’s try to understand this point with an example:
Suppose you’re trying to coach one of your call center agents, but you’re just guessing what they’re doing.
That’s not super helpful, right?
So, how do you judge the performance of that agent and provide feedback?
Well, a software call center is really helpful for you in this case.
These are some of its benefits to underline this point:
- It records calls, so you can actually hear what went right and what went wrong.
- It uses speech analytics to pick up on things like tone and how well they handle tricky situations.
- You can even see what’s happening live, so you can jump in and help if needed.
So, what does this mean for you as a call center owner?
All this means you can give them real, solid feedback they can actually use to get better.
The outcome is a higher customer satisfaction score and enhanced client-agent communication.
3. Automate Tasks with Artificial Intelligence
As a call center owner, think about all those repetitive, boring tasks your agents have to do.
Answering the same questions over and over, writing up those after-call summaries…it’s time-consuming and a waste of resources, right?
Every minute spent on redundant and repetitive tasks negatively impacts customer satisfaction.
Well, utilizing call center software features proves beneficial for you!
This is how:
- AI-powered chatbots can answer basic questions instantly.
- Automated responses can take care of simple inquiries.
- AI-powered software intelligently routes calls by analyzing customer sentiment, tone, and keywords
That frees up your agents to deal with the real head-scratchers: the complex problems that actually need a human touch.
And you know what that means for your call center agents?
They’re more productive, and you’re not paying them to do robot work
Sounds compelling, doesn’t it?
Conclusion
Long story short, installing outbound call center software helps you improve customer satisfaction and keep track of agent performance.
There are a number of software call center available that offer features like omnichannel support, automated call distribution, etc, to maximize agent productivity.
At HiredSupport, a leading call center, we guarantee exceptional client support by utilizing a wide array of call center software.
Because customer satisfaction is our utmost priority!
Fill out this form today, and get in touch with our customer support team!
