Ever wondered which CRM software can make your call center operations smoother and more efficient? The right CRM can transform a chaotic call center into a well-oiled machine, boosting both productivity and customer satisfaction. In this article, we’ll explore the best CRM for call centers, highlighting their key features and benefits.
From cloud-based solutions like Salesmate to all-in-one platforms like EngageBay, we’ll dive into what makes each option stand out. Whether you’re looking for advanced AI-powered features or seamless business phone integration, we’ve got you covered.
Let’s find the CRM that will take our call center to the next level.
11 Best Call Center CRM in 2024
- LiveAgent: Best for Multi-Channel Support
- EngageBay: Best All-in-One Solution
- LeadSquared: Best for Lead Management
- CloudTalk: Best for Cloud-Based Calling
- RingCentral: Best for Comprehensive Communication
- Freshdesk: Best for Customer Support
- Bitrix24: Best for Integrated Communication
- JustCall: Best for Phone System Integration
- Nextiva: Best for VoIP and Unified Communications
- Agile CRM: Best for Sales Automation
- HubSpot: Best for AI-Powered Features
LiveAgent
LiveAgent is a reliable platform that integrates call center capabilities with multi-channel support, making it an efficient choice for businesses. It is known for providing helpdesk solutions to over 40,000 customers worldwide.
Pros & Cons
- Multi-channel support
- Reliable performance
- Advanced features
- User-friendly interface
- High customer satisfaction
- It can be expensive for small businesses
- Limited customization options
Our Experience
We have found LiveAgent to be a highly reliable tool for managing customer interactions. The interface is intuitive, allowing our team to navigate through various features without any hassle.
The multi-channel support is particularly beneficial as it centralizes customer interactions, making it easy to keep track of communications.
On the downside, we noticed that the customization options are somewhat limited, which can be a drawback for businesses with specific needs.
Despite this, the platform performs well under heavy usage and has significantly contributed to our efficiency.
Pricing Plan
LiveAgent offers several pricing plans to cater to different business needs:
- Free Plan: Basic features with limited capabilities
- Ticket Plan: $15 per agent per month, includes email ticketing
- Ticket+Chat Plan: $29 per agent per month, includes email ticketing and live chat
- All-Inclusive Plan: $49 per agent per month, includes all features such as call center support and advanced reporting
These plans provide options for businesses of various sizes and requirements. The All-Inclusive Plan, while more expensive, offers the most comprehensive set of tools.
EngageBay
EngageBay offers an all-in-one CRM solution designed for small businesses and startups. It combines marketing, sales automation, and call center features to streamline operations.
Pros & Cons
- Affordable pricing
- All-in-one platform
- Easy-to-use interface
- Auto dialer and call tracking
- Limited advanced features
- It may not scale well for larger enterprises
Our Experience
Using EngageBay, we found it particularly useful for integrating marketing and sales operations within one platform.
The intuitive interface made it easy to navigate and execute tasks quickly. The auto-dialer was a time-saver for making outbound calls straight from the CRM.
Call notes were invaluable, allowing us to capture key details and follow up effectively. However, the limited advanced features may not meet the needs of larger businesses. Overall, the experience was positive for small business use.
Pricing Plan
EngageBay offers a free plan for up to 15 users, which is a great starting point. Beyond that, there are three premium tiers:
- Basic: $14.99 per user/month
- Growth: $49.99 per user/month
- Pro: $79.99 per user/month
The pricing is flexible, with options for monthly, yearly, or biennial payments. Each higher tier brings additional features, making it a perfect choice for growing businesses. For the most current details, visit their pricing page.
LeadSquared
LeadSquared is a comprehensive CRM solution designed to enhance call center operations. It stands out for its customizable features, effective automation, and efficient customer support.
Pros & Cons
- Easy-to-use interface
- Advanced automation capabilities
- Efficient lead management system
- Excellent customer support
- Seamless integration with other tools
- High initial setup time
- Additional costs for custom reporting
- Some third-party integrations are slow
Our Experience
We found LeadSquared to be highly functional and adaptable to our needs. The automated workflows allowed us to streamline our lead management and engagement processes efficiently.
Creating automation flows was straightforward, and even end-users could handle setup without much trouble.
On the positive side, the system’s integration with various marketing tools helped us run targeted email campaigns and track performance metrics easily.
The reminder pop-ups and email campaign reports were particularly beneficial in keeping follow-ups timely and effective.
On the downside, the initial setup took longer than anticipated, especially when importing data from other systems. We often had to rely on customer support for complex customizations, which sometimes incurred extra charges.
While the platform suits larger teams well, smaller teams might find it a bit hefty in terms of costs and complexity.
Pricing Plan
LeadSquared offers several pricing plans catering to different business needs. As of now, the pricing structure includes:
- Lite Plan: $25 per user/month, suitable for small teams and basic CRM needs.
- Pro Plan: $50 per user/month, offering more advanced features such as automation workflows and detailed analytics.
- Super Plan: $100 per user/month, designed for larger organizations with extensive customization and integration requirements.
- Ultimate Plan: Custom pricing tailored for enterprises needing specialized features and dedicated support.
Each plan provides a free trial, allowing potential users to explore the features before committing.
For more details on their pricing, you can visit the LeadSquared website.
This pricing information helps businesses decide which plan best suits their needs and budget.
CloudTalk
CloudTalk is a cloud-based call center software that integrates with various CRM systems, providing advanced features like AI-powered analytics and seamless customer interactions.
Pros & Cons
- Seamless integration with leading CRM systems
- AI-powered analytics for detailed insights
- Easy-to-use interface
- Supports local, mobile, and toll-free numbers from over 140 countries
- Manual call review can be time-consuming
- Some users report limited data customization
- It may be costly for small businesses
Our Experience
We found CloudTalk to be user-friendly and efficient. The integration with our existing CRM system was seamless, and it gave our agents easy access to customer information. The interface is intuitive, making it simple for new users to get started without much training.
However, we did encounter some challenges with the manual call review process. It required more time than we anticipated, which sometimes slowed down our workflow.
Also, while the AI-powered analytics provided valuable insights, we wished for more customization options in the data reports.
Overall, CloudTalk improved our ability to manage calls and enhance customer interactions, even though there were some areas for improvement.
Pricing Plan
CloudTalk offers several pricing tiers to cater to different business needs:
- Starter: €25 per user/month – Basic features including local and toll-free numbers.
- Essential: €30 per user/month – Adds integrations with popular CRMs and helpdesks.
- Expert: €50 per user/month – Includes advanced analytics, call monitoring, and recording.
- Custom: Contact for pricing – Tailored solutions for large enterprises with dedicated support.
Each plan offers a free trial, which allows businesses to test the service before committing. The plans are straightforward, but smaller businesses might find them on the pricier side compared to other solutions.
RingCentral
RingCentral offers a cloud-based phone system that integrates well with other tools, making it easy for businesses to manage calls, texts, and video meetings. Ideal for small businesses and remote teams, it provides reliable communication features.
Pros & Cons
- Easy installation and use
- Good audio and video quality
- Works well for remote and hybrid teams
- Affordable pricing options
- Strong integration capabilities
- Limited scalability for larger businesses
- Hardware can be costly
- Automation features may not suit all businesses
Our Experience
Using RingCentral was straightforward. We set it up quickly on both desktop and mobile devices. The interface is user-friendly, with a taskbar on the app that makes it easy to start calls or video meetings.
Adding guests to meetings is simple, and the quality of both audio and video was impressive.
We found the integration options helpful, particularly for Google and Microsoft products. This made managing communication seamless.
One downside is that the system can handle only several calls at once, which might be limiting for larger teams.
Overall, RingCentral excelled in providing a reliable communication platform for our small team. The multilingual support and automated call routing were especially useful, enhancing our workflow efficiency.
Pricing Plan
RingCentral offers multiple pricing plans to suit various business needs:
- Essentials: $19.99 per user/month
- Standard: $27.99 per user/month
- Premium: $34.99 per user/month
- Ultimate: $49.99 per user/month
Each plan includes unlimited calls and texts within the U.S. and Canada, as well as other features like voicemail-to-text, HD video meetings, and integrations with popular tools.
Some hardware, like desktop and cordless phones, is available for purchase or lease, offering flexibility depending on your needs.
The Essentials plan is suitable for smaller teams, while the Premium and Ultimate plans provide more advanced features for growing businesses.
Freshdesk
Freshdesk is a popular option for call centers, offering advanced VoIP features, seamless CRM integration, and user-friendly operations. Here, we’ll cover its pros and cons, share our personal experience using it, and detail the current pricing plans.
Pros & Cons
- Easy integration with other CRM systems
- User-friendly interface
- Multichannel support
- Gamified approach to customer service
- Affordable pricing plans
- Limited advanced customization options
- Occasional latency issues
- Customer support could be faster
Our Experience
Using Freshdesk, we’ve found its interface intuitive and easy for team members to navigate. The VoIP features are strong, with clear call quality and solid reliability.
We’ve particularly enjoyed the multichannel support, which allows us to handle queries via various channels seamlessly.
The gamification aspect added a fun element to our everyday tasks, motivating our team to perform better. However, we’ve noticed some limits in advanced customization, which could be a drawback for those needing more tailored solutions.
While customer support is generally helpful, response times could be quicker, especially in urgent situations. Still, overall, Freshdesk has been a reliable and efficient tool for our call center operations.
Pricing Plan
Freshdesk offers several pricing tiers to fit different business needs. Here’s a breakdown of the pricing plans:
- Free Plan: Basic features for small teams
- Growth Plan: $15/user/month, includes automation and integrations
- Pro Plan: $39/user/month, offers advanced automation and performance reporting
- Enterprise Plan: $69/user/month, includes features like IP whitelisting and AI-driven tools
Each plan comes with a free trial period, allowing you to test the features before making a commitment. This flexibility makes Freshdesk a low-risk investment for businesses of any size.
Bitrix24
Bitrix24 offers an efficient CRM solution tailored for call centers. It integrates telephony, automation, and various communication channels into one platform, making it easier for businesses to manage their client interactions efficiently.
Pros & Cons
- Fully integrated telephony
- Automation tools for streamlined operations
- Social network and communication channel integrations
- Easy to use for making and receiving calls
- Effective in generating leads and managing tasks
- It can be complex to set up initially
- Some advanced features are available only in paid plans
- Interface may seem overwhelming to new users
Our Experience
Using Bitrix24 has been quite beneficial for us. The call center features are comprehensive, allowing us to manage all our customer interactions in one place. The telephony integration lets us make calls directly from the CRM, which saves time.
We appreciate the automation tools that streamline repetitive tasks. This feature ensures that our team can focus more on engaging with clients rather than managing administrative tasks.
However, the interface can be a bit overwhelming at first. There’s a lot to take in, which might be daunting for new users. Despite this, once you get used to it, the system becomes an indispensable tool for customer relationship management.
Pricing Plan
Bitrix24 offers several pricing plans to cater to different business needs.
- Free Plan: Includes basic CRM, tasks, and call center features.
- Basic Plan: $49/month for up to 5 users, including CRM, task/project management, and telephony.
- Standard Plan: $99/month for up to 50 users, adds workflow automation and unlimited storage.
- Professional Plan: $199/month for unlimited users, includes all features in lower plans plus advanced CRM tools and CRM marketing.
Each plan offers a free trial, allowing businesses to test the platform before committing.
JustCall
JustCall is a prominent business communication platform that offers AI-powered phone systems and SMS solutions. It is designed to enhance communication with customers and streamline support and sales processes.
Pros & Cons
- AI coaching and training
- Quick setup and migration
- Integrated communication (voice, SMS, AI)
- Secure and reliable (mobile and desktop apps)
- 360-degree view of customer data
- Limited customization options
- Higher cost for advanced features
- It may require training for optimal use
Our Experience
Using JustCall was a game-changer for our call center operations. The setup was swift, enabling us to migrate our entire team with ease.
The AI coaching tools significantly improved our agents’ performance by providing real-time feedback during calls. This feature is what sets JustCall apart from other platforms.
One thing we appreciated was the 360-degree view of customer interactions. It made it easy to track communications across all channels from a unified dashboard.
However, we found the customization options somewhat limited, which may not suit all business needs.
On the downside, getting used to the system required some training, especially for team members less familiar with AI-based platforms.
But once they adapted, overall efficiency and customer satisfaction showed noticeable improvement. JustCall’s security features also gave us confidence in handling sensitive customer data.
Pricing Plan
JustCall offers several pricing plans to cater to different business needs.
- Standard Plan: $24 per user/month billed annually
- Premium Plan: $48 per user/month billed annually
- Custom Enterprise Plan: Pricing varies based on specific needs and volume
These plans come with a variety of features, including basic call functionalities, SMS capabilities, and advanced AI tools. The custom enterprise plan offers tailored solutions for larger teams needing additional support and features.
The pricing is competitive but can become costly if opting for higher-tier plans with additional capabilities. More details can be found directly on their website.
Nextiva
Nextiva is a comprehensive platform that offers a range of communication tools tailored for businesses. It integrates VoIP services, video conferencing, and CRM functionalities to streamline operations and foster collaboration among teams.
Pros & Cons
- Offers an all-in-one communication solution
- Easy integration with Microsoft and Google contacts
- Unlimited calls within the U.S. and Canada
- The basic plan has limited integrations
- The minor learning curve for new users
Our Experience
We found Nextiva to be an efficient and viable solution for our communication needs. Downloading both the desktop and mobile apps was straightforward, and the user interface was intuitive.
Setting up users and customizing the system took minimal effort, even for those new to VoIP.
The video conferencing feature stood out, allowing us to host meetings up to 45 minutes long with clear audio and video quality. We appreciated the voicemail-to-email notifications, which ensured we never missed an important message.
However, we did notice that the essential tier lacked certain integrations, requiring an upgrade for enhanced functionality.
Overall, Nextiva proved to be a reliable tool that could replace multiple applications like Slack and Zoom, providing cost savings for businesses.
Pricing Plan
Nextiva offers tiered pricing to accommodate different business needs:
- Essential Plan: Starts at $17.95 per user per month. Includes unlimited calls, video conferencing up to 45 minutes, and basic integrations.
- Professional Plan: Higher price with additional features like advanced integrations with apps like Salesforce and HubSpot.
- Enterprise Plan: The most comprehensive plan with premium integrations such as ServiceNow and Oracle Sales Cloud.
Each plan includes migration for existing phone numbers at no added cost and is available through both downloadable desktop and mobile apps. These pricing options make it easier for businesses to choose the plan that best fits their operational needs and budget.
Agile CRM
Agile CRM is a complete customer relationship management software designed to enhance sales, marketing, and customer support tasks. It offers powerful automation tools and is particularly noted for its marketing capabilities.
Pros & Cons
- Free forever plan for up to 10 users
- Includes email marketing tools
- Unlimited deals, tasks, and documents
- Good for small teams and individuals
- Lacks 24/7 customer support
- Support channels are limited
- Difficult to cancel plans
- Buggy and not very user-friendly
Our Experience
Using Agile CRM has been a mixed journey for us. We found its marketing automation features exceptional, allowing us to automate campaigns and manage leads efficiently.
The platform’s integrated telephony system also stood out, making it easy to handle calls directly within the CRM.
However, the user experience left much to be desired. Navigating through the interface felt clunky and sometimes frustrating. The lack of 24/7 support and limited support channels added to the inconvenience.
Not being able to easily cancel plans also created unnecessary headaches. While Agile CRM has strong points, the overall usability and support issues make it less ideal for seamless day-to-day operations.
Pricing Plan
Agile CRM offers several pricing plans to cater to different business needs:
Free Plan: Available for up to 10 users, this plan includes 50,000 contacts, unlimited deals, tasks, and documents but has a limit of one plugin or integration.
Starter Plan: Starts at $8.99 per user per month with annual billing or $14.99 with monthly billing. This plan includes up to 10,000 contacts, marketing automation, and social monitoring. It also allows up to five plugins/integrations.
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Regular Plan: Priced at $39.99 per user per month with annual billing or $49.99 per user with monthly billing. It offers 50,000 contacts, up to 10 workflows, and over 50 plugins and integrations.
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Enterprise Plan: Costs $64.99 per user per month with annual billing or $79.99 per user with monthly billing. This plan includes all features from the Regular Plan plus advanced customization options and higher limits.
HubSpot
HubSpot is a user-friendly CRM solution suitable for businesses of various sizes. Known for its free version that outperforms many paid CRMs, it integrates well across marketing, sales, and customer service teams.
Pros & Cons
- Feature-Packed Free Plan: Comprehensive free plan with powerful CRM features.
- Easy to Use: Intuitive interface that is user-friendly.
- Modular and Scalable: Grows with your business needs.
- Excellent Customer Support: Various support options based on the plan.
- Tons of Free Tools: Access to free tools such as email generators and templates.
- Extended Functionality: Integrates with over 1,400 applications.
- AI-Powered Tools: Includes AI features for content creation.
- Complex Pricing: Mix-and-match pricing can be confusing.
- Limited Free Version: Advanced features are locked behind paid plans.
- Expensive Paid Plans: High cost for premium packages.
- Learning Curve: Some tools may take time to master.
Our Experience
When we used HubSpot, we were impressed by its user-friendly interface. Navigating through the platform felt intuitive, and setting up workflows was straightforward, even for those new to CRMs. The drag-and-drop feature for creating content was a huge time saver.
One downside we noticed was the complexity of the pricing structure. While it is flexible, it became somewhat confusing when trying to balance between the various hubs and needed features.
Despite this, the functionality offered was customized well to our needs. The availability of extensive free tools and seamless integration with apps like Gmail and Shopify was a significant plus.
Although the free version lacks live support, the vast online resources and community forums provide ample assistance. Overall, the experience was positive, with a few learning curves for advanced tools.
Pricing Plan
HubSpot offers a variety of pricing plans to fit different business needs.
- Free Plan: Includes basic CRM features, supports up to 1,000,000 contacts, and integrative free tools.
- Starter Plan: Starts at $20 per month and includes additional features such as email marketing and more extensive customer support options.
- Professional Plan: Begins at $800 per month, offering advanced features, including automation and advanced analytics.
- Enterprise Plan: Starts at $3,200 per month, designed for large organizations with features like custom reporting and predictive lead scoring.
The option to bundle hubs can help reduce costs. For example, the Starter Bundle includes marketing, sales, customer support, and operational hubs starting at $20 per month with annual billing.
Final Thoughts
After reviewing several CRM options for call centers, it’s clear that each platform has its strengths. For call centers looking to choose the best CRM solution, considering factors like user experience, scalability, and cost is crucial.
Zoho CRM stands out among the options. It offers advanced features, seamless integrations, and excellent user reviews. Zoho CRM provides:
- Scalability: Perfect for growing businesses.
- Integrated communication tools: Combine multiple channels.
- Workflow automation: Simplify and streamline tasks.
Pricing: Zoho CRM offers competitive pricing, starting from free plans for small teams to more extensive packages.
Zoho CRM combines usability, cost-effectiveness, and powerful features, making it a top choice for many call centers. For teams looking to improve their customer service and streamline their operations, Zoho CRM is a solid investment.
We hope this guide helps in making an informed decision about the best CRM for your call center.
Best Contact Center CRM of 2024
Best CRM for Call Center in 2024
Our Selection Process
We began our selection by scouring the market for the best CRM tools for call centers. We looked at a wide range of options, considering both popular and niche products. Our goal was to find CRM solutions that could meet diverse needs and budgets.
Next, we created a shortlist by narrowing down the most promising ones. The products we selected for our tests were:
- LiveAgent
- EngageBay
- LeadSquared
- CloudTalk
- RingCentral
- Freshdesk
- Bitrix24
- JustCall
- Nextiva
- Agile CRM
- HubSpot
We evaluated these CRMs based on several criteria:
- Ease of Use: How user-friendly is the interface?
- Features: What features does it offer?
- Scalability: Can it grow with the business?
- Support: What customer support options are available?
- Integration: How well does it integrate with other tools?
- Cost: Is it affordable, and does it provide good value for the price?
We put each CRM through real-world scenarios to test its performance and reliability. We measured response times, checked customization options, and tested analytics and reporting tools.
Our testing also involved gathering feedback from actual users. We wanted to know how these tools perform in day-to-day operations and if they truly meet the needs of call centers. We looked into user reviews, ratings, and case studies.
This rigorous process helped us identify the top CRMs for call centers and ensured that our recommendations were based on thorough and unbiased testing.
What is a Call Center CRM?
A Call Center CRM is a specialized tool we use to manage interactions with our customers. It integrates phone systems with customer relationship management (CRM) software to handle calls efficiently.
In a typical workday, we rely on this software to keep track of customer information. It logs call details, stores customer histories, and provides a way to manage follow-ups. This helps us ensure that every customer receives timely and personalized service.
The main features often include call routing, which guides incoming calls to the right agent. There’s also automated call logging, so we don’t have to manually enter data after every call. Another key feature is performance tracking, which helps us monitor how well our team is handling customer inquiries.
Many Call Center CRMs are integrated with other tools like email and chat. This gives us a 360-degree view of each customer’s interactions with our company. It makes it easier for us to resolve issues quickly and efficiently.
Choosing the right Call Center CRM can greatly improve our efficiency. Some top choices out there are Zoho CRM for integrated communication and Freshsales for user experience. These tools are designed to help us maintain high levels of customer satisfaction.
Using a Call Center CRM isn’t just about handling calls. It’s about creating a seamless experience for our customers. By having all the necessary information at our fingertips, we can provide better service and build stronger relationships with our clients.
How to Choose the Best CRM for Call Center
Selecting the best CRM for a call center can be tricky. We need to look for features that improve efficiency and customer satisfaction. Here are some key points to consider:
Ease of Use: A user-friendly interface helps our agents navigate the system quickly without much training. This saves time and boosts productivity.
Integration: Our CRM should integrate seamlessly with other tools we use, like our phone systems and email. This ensures we have a unified view of customer interactions.
Scalability: As our business grows, our CRM should be able to handle an increasing number of clients and data without compromising performance.
Customization: Customization options let us tailor the CRM to our specific needs. We should be able to add or remove features, create custom reports, and adjust workflows.
Automation: Automating repetitive tasks like call logging or email follow-ups can save our team a lot of time. This allows them to focus more on providing excellent customer service.
Analytics and Reporting: Real-time analytics and detailed reports help us track performance and make informed decisions. We need tools to monitor call volume, agent performance, and customer satisfaction.
Security: We must ensure our CRM complies with data protection laws and keeps our customer data secure. Look for features like encryption and user access controls.
Support: Reliability of customer support is crucial. We need a CRM provider that offers prompt and useful support to resolve any issues quickly.
By focusing on these factors, we can choose a CRM that meets our needs and helps us deliver the best service to our customers. For detailed comparisons, we can refer to resources like Forbes’ 2024 Best Contact Center CRM and Fit Small Business’ 9 Best CRM for Call Center in 2024.
Frequently asked questions
What is the best CRM for managing a call center?
Choosing the best CRM depends on specific needs like size and functionality. Some top choices include Salesforce, Zendesk, and HubSpot.
How does CRM software help in call centers?
CRM software centralizes customer data, tracks interactions, and helps managers analyze performance. This makes problem resolution faster and improves agent efficiency.
Which CRM is best for small call centers?
Small call centers might prefer Zoho CRM because of its affordability and ease of use. Freshdesk is another good option for smaller teams.
What are the key features to look for in a call center CRM?
Key features include call tracking, customer interaction history, integration with telephony systems, reporting tools, and automation capabilities. Security and scalability are also important to consider.
Which CRM integrates best with telephony and call tracking?
Genesys Cloud is known for excellent integration with telephony and call tracking. Five9 is another strong contender for seamless integration.