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Top Call Center Software Solutions 2018

Managing a call center isn’t easy. It’s even harder without the right software.


With so many ‘enterprise solutions’ on the market in 2018, you’d be forgiven for wondering if call center software is really worth your money. After all, some small businesses get by just fine without software, right? Your average cub scout doesn’t use the latest point-of-sale (POS) software to run a popcorn and lemonade stand, do they?

Well, even that’s up for debate. Cub scouts aside though, software helps thousands of business owners save time and money on crucial tasks every day. And when it comes to running a contact center, call center software is essential.

The best call center software solutions aren’t necessarily the priciest. Competitive deals on top call center software packages are just a few clicks away with our free supplier quotes service.

Read on for our roundup of the five best call center software solutions in 2018.


The Best Call Center Software Solutions

  • Best for high-growth firms: RingCentral
  • Best for outbound call management: 8x8
  • Best for customer service centers: Mitel
  • Best for omnichannel support: Aspect
  • Best for blended contact centers: Five9
  • 1RingCentralBest for high-growth firms
    28x8Best for outbound call management
    3MitelBest for customer service centers
    4AspectBest for omnichannel support
    5Five9Best for blended contact centers

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    Top call center software agents

    Call center software earns its keep when your phone lines are full

    RingCentral Contact Center

    Best for High-Growth Firms

    RingCentral logo

    RingCentral logo

    RingCentral
    Features
    Reliability
    Scalability
    Overall
    Reviewed by:

    As an industry-leading provider of business Voice over Internet Protocol (VoIP) services, RingCentral’s Contact Center software has a lot to live up to. Thankfully, it doesn’t disappoint. Whether you’re on the ‘Small Business’ or ‘Enterprise’ service plan, RingCentral Contact Center features video conferencing, team messaging (on desktop and mobile) and integrations with more than 100 popular apps like Dropbox and Salesforce. Plus, the crystal-clear call quality that originally made us fans of RingCentral’s VoIP software makes a welcome return.

    And it’s scalable. RingCentral call center software clients range from small telemarketing operations to multinational customer service centers. If you’re a small or medium-sized business with your eyes set on rapid expansion, there’s no better option.

    Pros:

    • Excellent scalability
    • Great selection of apps
    • Reliable call quality

    X Cons:

    • Caller ID doesn't show up for missed calls
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    8x8 Call Center Solutions

    Best for Outbound Call Management

    RingCentral logo

    8x8 logo

    8x8
    Features
    Reliability
    Scalability
    Overall
    Reviewed by:

    Along with RingCentral, 8x8 is one of the two top call center software solutions for sales teams. We're willing to bet that once you've experienced the time-saving life-saving feature that is predictive dialing, you won't want to go back.

    One of the best features 8x8 offers is their Virtual Office mobile app for Android and iOS devices. This lets you make calls from your smartphone using their 8x8 call plan, which is a great way to stay connected with colleagues and clients when you're out of the office.

    Pros:

    • Truly innovative
    • Call queuing works fantastically
    • Easy implementation

    X Cons:

    • Very occasional dropped calls
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    Mitel Call Center Solutions

    Best for Customer Service

    Mitel logo

    Mitel top call center software

    Mitel
    Features
    Reliability
    Scalability
    Overall
    Reviewed by:

    Mitel's claims its call center solution, the Mitel MiContact Center, suits businesses of all sizes. We can’t disagree, but there are several features that make it particularly great for customer-facing contact centers. All versions of the software come with smart call management features like real-time call reporting, call queueing (it’ll even announce your expected wait time) and automatic call distribution (ACD) to help customers reach the right department every time.

    Meanwhile for call agents, an amazingly intuitive drag-and-drop interface makes it a cinch to bring up customer information with a few button clicks.

    Mitel offers two service tiers, the Business Edition and the Enterprise Edition, for small and large firms respectively. Pricing varies quite a lot depending on how many agents use the software simultaneously. You can request more information from Mitel through our free supplier quotes service.

    Pros:

    • Comprehensive call management features
    • Standout desktop interface
    • Great reporting capabilities

    X Cons:

    • Multi-location installation can be a challenge
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    Aspect Call Center Solutions

    Best for Omnichannel Support

    Aspect logo

    Aspect top call center software

    Aspect
    Features
    Reliability
    Scalability
    Overall
    Reviewed by:

    Aspect call center software helps you deliver exceptional customer experiences with every conversation.

    The omnichannel support on offer here is truly exceptional, with options for email, text and social media integration. Any time someone Tweets your customer service team, call agents can switch channels seamlessly to offer instant support. You’ll be able to provide a consistent voice so your customers feel like they’re talking to the same firm every time even when the person on the line is different.

    Aspect offers on-premise, hybrid and hosted systems, all three of which you can combine with their Workforce Optimization software and Back Office Optimization for a completely unified business experience.

    Pros:

    • Outstanding omnichannel support
    • Highly customisable ACD
    • Flexible deployment options

    X Cons:

    • Software interface takes a little while to learn
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    Five9 Call Center Solutions

    Blended Contact Centers

    Five9 logo

    Five9 top call center software

    Five9
    Features
    Reliability
    Scalability
    Overall
    Reviewed by:

    Five9 are market leaders in the cloud call center solutions market. The software was originally designed to give small and medium-sized businesses with no in-house IT support the ability to compete with even the biggest firms.

    This means it’s easy to deploy, configure, and scale, no matter how big your business is. It offers high first call resolution rates, reduced average handle time, and keep your customers happy.

    The benefit of it being cloud-based is that you’re free to run your business, as opposed to being tied up with infrastructure maintenance.

    Pros:

    • Voicemail-to-email feature
    • Convenient employee time logging
    • Exportable sales reports

    X Cons:

    • Sometimes logs calls incorrectly
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    Next Steps

    Running a call center without a top call center software solution is a bit like running a marathon without drinking any water. It might technically be possible, but you won’t perform anywhere near your best. We’d definitely advise against it.

    All of the companies covered on this page offer their call center software as a service (CSaaS). This pricing model means you pay your supplier a monthly fee to use their software, which is usually hosted in The Cloud. There’s no upfront cost involved, and no penalty for cancelling your subscription. The bar to entry couldn’t be lower.

    The beautiful thing about CSaaS is that it never becomes obsolete. RingCentral, 8x8 and the other suppliers roll out free software updates several times a year. Installation happens automatically and doesn’t interfere with your ability to make calls. In essence, you get access to future iterations of the software for no extra cost.

    Speaking of costs, you pay a monthly fee for call center software that varies based on:

    • The number of users
    • The number of phone lines
    • The volume of call traffic (inbound and outbound)

    For more detailed pricing information, head over to our free supplier quotes service.