Categories   >   Call Center Software for Small Businesses
Last Reviewed: November 12th, 2024

Best Call Center Software for Small Businesses Of 2024

What is Call Center Software for Small Businesses?

Call Center Software for Small Businesses is a technology solution catering to customer service needs of small scale enterprises. Offering a more affordable and tailored approach than extensive call center systems, this software addresses challenges like limited resources and lack of infrastructure. For businesses, such as e-commerce startups, tech support firms, and service providers, it holds gateways to improved customer service, cost savings, and operational efficiency. Key functionalities include call routing, analytics, CRM integration, and interactive voice responses. Technology is unfolding new horizons with AI-driven predictions and cloud-based functionalities. However, small businesses might face limitations like scalability and advanced feature constraints due to budgetary constraints. In conclusion, Call Center Software for Small Businesses doesn't merely PCR (pick, call, and repeat). It infuses small enterprises with capabilities to provide excellent customer service, streamline operations, and scale up when ready. In essence, it's a game-changer for small businesses seeking to punch above their weight.

What Are The Key Benefits of Call Center Software for Small Businesses?

  • Affordable customer support solution
  • Enhanced call handling efficiency
  • Greater operational productivity
  • Effective CRM integration
  • Automated call routing
  • Promotes excellent customer service
  • Advanced analytics for insights
  • Ease of scalability
  • Interactive voice responses
  • Minimized infrastructure costs
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Overall

Based on the latest available data collected by SelectHub for 151 solutions, we determined the following solutions are the best Call Center Software for Small Businesses overall:

Nextiva
Nextiva
Start Price
$20
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Nextiva

Nextiva is a cloud-based platform that helps businesses communicate better with their clients. It offers SMS, chat, voice, video and surveys. The platform allows companies to provide improved customer service experiences. Users unanimously appreciate its usability. The customer support team is forthcoming and helpful according to most. Internet dependability is a major drawback witnessed by users. A huge chunk of users also complain about wait times. In short, organizations of any size looking for software that provides excellent phone services and affordable prices can give this a try.

Pros & Cons

  • Customer Support: Extremely helpful, friendly and knowledgeable customer representatives, according to 91% of users.
  • Cost: According to 90% of users who reviewed this pro, the software is affordable considering the services it offers.
  • Usability: 100% of users who mentioned the functionality said it’s easy to use.
  • Mobile App: Encounters technical glitches, according to 100% of users who reviewed the mobile app in particular.
  • Wait Times: According to 67% of users who reviewed this aspect, hold times are longer than usual.
  • Internet Dependability: 100% of users who mentioned this said the software heavily relies on high-speed internet connection.

Key Features

  • Mobile App: Connect with customers on the go. Stay in touch with customers, partners, employees and others, regardless of geographical locations. 
  • Web Conferencing: Enhance meetings by using unique and advanced tools. Access unlimited web conferencing to increase productivity and give prompt answers to customers. 
  • Team Chat: Send secure messages over a shared platform. Enable instant messaging, screen sharing, message history, video calls and more. Access it via iOS, Windows, macOS and Android platforms and allow up to 30 participants. 
  • Number Porting: Take your existing phone number and transfer it from the current carrier. Keep the existing number to ensure customers can connect without any hassle. 
  • Extension Dialing Number Change: Control and customize the extension numbering scheme for each location. Enable extensions from two to five digits. Decrease hold time for customers by allowing them to contact employees directly. 
  • Auto Attendant: Ensure customers don’t waste time. Play an instant automated greeting for customers to choose and connect with the correct department or individual. 
  • Advanced Call Routing: Determine the number of calls handled. Use a welcome message that lists extensions to ensure they speak with the appropriate individual. 
  • Call Analytics: Analyze historical data, ensuring informed and objective business decisions. Make predictions regarding future business opportunities and genuine connections with customers. 
  • Call Screening: Quickly identify spam and don’t waste time answering unwanted calls. Filter incoming calls by matching them to predetermined criteria. Use anonymous call rejection, private call rejection or number blocking to avoid spam callers. 
  • Call Recording and Rating: Access recordings directly from the reports. Listen, rate and share call recordings with team members. Create reports that organize and analyze company calls. 
  • Call Park: Place the call on hold or park it to continue conversing with a customer on a different telephone rather than disconnecting the call. 
  • Conference Bridge: Add a group of people to add to the phone call to facilitate collaboration. Listen to instructions and express options. 
  • Three-Way Calling: Increase productivity by taking two separate calls and turning them into one. Increase collaboration and efficiency, resulting in faster customer service. 
  • Conversational AI: Allow callers to describe the reason for calling in a preferred language rather than listening to a menu. 
  • SIP Trunking: Establish, modify and terminate multimedia sessions. Control voice, video and messaging applications required to converse with customers. 
  • Priority Alert: Make the phone ring differently based on particular contact and call information. Enable each priority alert to have a list of up to 12 numbers, a specific schedule and a holiday. 
  • Enhanced Voicemail Options: Add a personal touch to the customer service experience with a voicemail greeting. Send voicemails to another extension’s mailbox, enabling easy sharing of the voicemail with team members. Receive voicemail directly through email and access them whenever required. Read them in a text format instead of listening to the audio repeatedly by receiving it directly on the mobile phone. 
  • Live Chat: Offer customers the live chat option to connect with real human beings instead of bots. Enable instant responses to customer queries, reducing the time spent waiting endlessly for appropriate answers during chats. 
  • Unlimited Chat History: View customer conversations starting from their onboarding date. Ensure customers do not waste time by repeating information and become a part of their support team. 
  • Internal Chat: Allow employees to chat with one another using the same internal messaging tool. Communicate and collaborate with multiple team members without any hassle. 
  • Internal Wiki: Use help desk software to provide employees with the required information to respond promptly to customer queries. Enable employees to assist an increased number of customers while saving time and maintaining consistency. 
  • Faster Customer Assistance: Convert the chat into a case for a more extensive conversation. Activate chat/voice/email options in one place, allowing for better customer assistance. 
LiveOps
LiveOps
Start Price
$95
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Key Features

  • API
  • Automatic Call Distribution
  • Call Center Management
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Chat/Messaging
  • Customer Database
  • IVR / Voice Recognition
  • On-Demand Recording
  • Predictive Dialer
  • Queue Management
  • Real-Time Chat
  • Recording
  • Scheduled Recording
CallRail
CallRail
Start Price
$30
Annual, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Call Tracking: Discover which marketing tools successfully drive the most calls. Integrate call tracking data into marketing platforms. View call conversions, and. access contact details with every call. Record calls and listen to all customer interactions. 
  • Call Recording: Capture every meaningful conversation between employees and respondents. Assess the quality of current campaigns by getting information about what customers want. Set up a pre-call announcement informing customers that the call will be recorded for training purposes. Analyze recordings automatically and access transcriptions. 
  • Call Notifications: Respond to every inbound call with notifications. Access important caller information through messages. Get real-time email and browser notifications. Customize alerts as per requirements. Take advantage of unlimited team reports. 
  • Text Messaging: Allow leads to respond to campaigns through messages. Equip every purchased tracking number with text messaging. Keep a history of all conversations. Close deals faster and get notifications on mobile home screens. Send messaging data to marketing platforms. Create templates to reduce time spent sending standard replies. 
  • Operational Reporting: Use available insights to understand when teams should be available for callers. Get a lowdown of daily call volumes and figure out when you receive most calls. Obtain a missed call report over a chosen duration, including percentages. 
  • Agent Settings: Add members to the main account. Get detailed reports of agent productivity and activity logs. Allow agents to keep or remove their number for receiving calls. 
  • Source-Level Call Tracking: Use one tracking number for every campaign, and track online and offline sources. Receive in-depth caller information, and access a visitor timeline that provides details of inbound and outbound calls of each respondent. 
  • Conversation Intelligence: Analyze calls automatically and obtain metrics to improve customer service and train employees. Get automated recordings and call transcriptions instantly.  
  • Form Tracking: Discover which advertisement or keyword made customers submit a form. Get alerts when a high-value lead is interested along with combined metrics, making it easy to allocate money. 
  • Lead Center: Message, call and chat from one inbox. Organize contacts and keep them accessible. Keep track of team performance and improve customer service. 
Five9
Five9
Start Price
$100
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Five9

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

Pros & Cons

  • Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.
  • Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.
  • Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.
  • Customer Support: According to 75% of customers, the solution offers proactive customer service.
  • User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.
  • Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.
  • Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.
  • Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.
  • Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.

Key Features

  • Core Cloud: 
    • Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA). 
    • Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs. 
    • Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed. 
    • Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.  
    • CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions. 
    • UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges. 
    • APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access. 
  • AI and Automation: 
    • Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly. 
    • Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster. 
    • Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times. 
    • Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows. 
    • Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals. 
  • Employee Engagement: 
    • Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management. 
    • Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location. 
    • Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration. 
    • Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them. 
    • Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
  • Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly. 
Sideline
Sideline
Start Price
$9.99
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Contact Management
  • Employee Directory
  • Help Desk Management
  • Knowledge Base Management
  • Mobile Access
  • Telemarketing Management
  • VoIP
  • VoIP Connection
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
Lifesize
Lifesize
Start Price
$14.95
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Access Controls/Permissions
  • Action Item Tracking
  • Activity/News Feed
  • Agenda Management
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Attendee Management
  • Audio / Video Conferencing
  • Audio Calls
  • Audio/Video Recording
  • Auto Framing
  • Auto-Dialer
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Transcription
  • Blended Call Center
  • Blogs
  • Calendar Management
  • Calendar Sync
  • Call Center Management
  • Call Conferencing
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Management
  • CRM
  • Custom Greetings/Messages
  • Customer Segmentation
  • Customizable Branding
  • Dashboard
  • Discussions / Forums
  • Electronic Hand Raising
  • Employee Database
  • Employee Photos
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • HD Audio/Video
  • Inbound Call Center
  • Internal Meetings
  • International Calling
  • IVR / Voice Recognition
  • Knowledge Management
  • Lead Distribution
  • Live Chat
  • Manual Dialer
  • Meeting Management
  • Meeting Preparation Tools
  • Meeting Room Booking
  • Microsoft Outlook Integration
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-User Collaboration
  • Multiple Scripts
  • Negative Feedback Management
  • Newsletter Management
  • NPS Survey Structure
  • On-Demand Recording
  • On-Demand Webcasting
  • Online Voice Transmission
  • Outbound Call Center
  • Phone Key Input
  • Polls/Voting
  • Power Dialer
  • Pre-recorded Messages
  • Predictive Analytics
  • Predictive Dialer
  • Presentation Streaming
  • Presentation Tools
  • Preview Dialer
  • Private Chat
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Notifications
  • Real-Time Chat
  • Recording
  • Reporting & Statistics
  • Reporting/Analytics
  • Scheduled Recording
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Sentiment Analysis
  • Single Sign On
  • SIP Trunking
  • SMS Messaging
  • SSL Security
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Two Way Audio & Video
  • Two-Way Audio & Video
  • Unified Communications
  • User Profiles
  • Video Call Recording
  • Video Conferencing
  • Virtual Backgrounds
  • Virtual Voicemail
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workforce Management
Avaya
Avaya
Start Price
$30
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Avaya

Avaya's Call Center software has received mixed reviews from users in the past year. Some users praise its robust feature set, including its omnichannel capabilities, customizable dashboards, and advanced reporting tools. These features allow businesses to manage customer interactions across multiple channels, track key metrics, and identify areas for improvement. Additionally, Avaya's integration with other business applications, such as CRM and ERP systems, is seen as a major strength, enabling seamless data sharing and streamlined workflows.

However, some users have expressed concerns about the software's complexity and cost. Avaya's feature-rich nature can make it challenging for some businesses to implement and manage effectively, especially for those with limited IT resources. Additionally, the software's pricing can be a barrier for some organizations, particularly small businesses with tight budgets. In comparison to similar products, Avaya's Call Center software is generally considered to be more comprehensive and feature-rich, but also more expensive and complex. Its strengths lie in its omnichannel capabilities, customization options, and integration with other business applications. However, businesses should carefully consider their needs and resources before investing in Avaya's software.

Overall, Avaya's Call Center software is best suited for large enterprises with complex customer service requirements and the resources to implement and manage a feature-rich solution. Its omnichannel capabilities, advanced reporting tools, and integration options make it a powerful tool for managing customer interactions and improving customer satisfaction.

Pros & Cons

  • Seamless Integration: Avaya's solutions effortlessly integrate with existing systems, streamlining call center operations and enhancing efficiency.
  • Robust Reporting: Comprehensive reporting capabilities provide valuable insights into call center performance, enabling data-driven decision-making.
  • Advanced Call Routing: Intelligent call routing optimizes agent utilization, ensuring calls are directed to the most qualified agents for faster resolution.
  • Omnichannel Support: Avaya's solutions support multiple communication channels, allowing customers to connect with agents through their preferred method.
  • Scalability and Flexibility: Avaya's solutions are designed to scale with growing business needs, providing flexibility to adapt to changing requirements.
  • High Cost: Avaya's solutions can be expensive compared to competitors, making it difficult for businesses to justify the investment.
  • Complex Interface: Some users find Avaya's interface to be complex and difficult to navigate, leading to frustration and reduced efficiency.
  • Limited Integration Options: Avaya's solutions may not integrate seamlessly with other business applications, creating challenges for businesses that rely on a connected ecosystem.
  • Frequent Outages: Users have reported experiencing frequent outages and downtime with Avaya's systems, impacting business operations and customer satisfaction.
  • Poor Customer Support: Some users have expressed dissatisfaction with Avaya's customer support, citing slow response times and a lack of technical expertise.

Key Features

  • Workforce Engagement: Boost employee engagement with game mechanics and keep a close eye on an agent’s application usage, off-phone activities, schedule adherence and processes. 
  • Team Management: Automate quality management via scoring evaluations and coaching. Seek assistance from subject matter experts when required. Streamline and track the progress and processes of the team. Simplify staff scheduling and forecasting. Provide access to call recordings, skills routing, live monitoring, analytics and coaching to agents to boost productivity and improve workflows.  
  • Contact Tracing: Get access to AI and automation tools to deliver some of the deepest and fastest solutions for contact information, identification and communications.
    • Chat Bot: Employ virtual agents to connect with customers through an easy transfer to live customer support when needed.  
    • Automation: Enable automatic notifications, alerts, text interactions, auto-forms, voice calls and emails to reach out to customers and engage in long-term communication. 
Kustomer
Kustomer
Start Price
$5,000
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Kustomer

Kustomer, a help desk software, stands out among its peers for its robust features and ability to manage complex customer interactions. Users praise its customizable interface, automation capabilities, and integrations with third-party applications. One reviewer noted, "Kustomer's intuitive design allows us to tailor it to our specific needs, streamlining our support processes." Its ability to automate repetitive tasks and provide personalized experiences has also impressed users, with another stating, "Kustomer's AI-powered automation has freed up our agents, allowing them to focus on high-value interactions."

However, some users have expressed concerns about the software's pricing and complexity. One reviewer commented, "While Kustomer offers a wide range of features, its cost can be prohibitive for smaller organizations." Additionally, its advanced features may require technical expertise to fully utilize, which can be a challenge for teams with limited resources.

Overall, Kustomer is best suited for large organizations with complex customer support needs and the resources to invest in a comprehensive help desk solution. Its strengths in customization, automation, and integrations make it a powerful tool for managing high volumes of customer interactions effectively.

Pros & Cons

  • Cloud-Based Solution: Easy deployment and maintenance, accessible from anywhere with an internet connection.
  • Omnichannel Support: Manage customer interactions from multiple channels (email, chat, social media) in a single platform.
  • Automated Workflows: Streamline repetitive tasks, such as ticket routing and response generation, saving time and improving efficiency.
  • Knowledge Base Integration: Provide customers with self-service options by integrating a knowledge base into the platform.
  • Real-Time Analytics: Track key metrics, such as average response time and customer satisfaction, to identify areas for improvement.
  • Customization Options: Tailor the platform to specific business needs, including branding, custom fields, and reporting.
  • Strong Integrations: Connect with popular CRM and business applications to streamline data sharing and improve productivity.
  • Excellent Customer Support: Kustomer's dedicated support team provides assistance and guidance, ensuring a smooth implementation and ongoing success.
  • Unintuitive Interface: Kustomer's interface can be confusing and difficult to navigate, leading to a steep learning curve and reduced efficiency for users.
  • Limited Customization: Users have reported limited options for customizing the platform to fit their specific workflows and business needs.
  • Slow Performance: Kustomer has been criticized for slow loading times and occasional glitches, impacting the user experience and productivity.
  • Limited Integrations: Kustomer's integration capabilities may not meet the diverse needs of users, hindering the seamless integration of essential tools and applications.
  • Costly: Kustomer's pricing has been reported to be higher compared to other help desk software options, potentially limiting its accessibility for small businesses or those with budget constraints.

Key Features

  • CRM Integration: Kustomer seamlessly integrates with leading CRM systems, enabling customer support teams to access and update customer data from a single platform.
  • Omnichannel Support: Kustomer provides support across multiple channels, including email, phone, chat, SMS, and social media, allowing businesses to engage with customers on their preferred platform.
  • AI-Powered Insights: Kustomer leverages artificial intelligence (AI) to analyze customer data, identify trends, and provide actionable insights to improve support efficiency and customer satisfaction.
  • Collaboration Tools: Kustomer offers robust collaboration features, such as internal messaging, file sharing, and case tagging, enabling support teams to work together seamlessly and resolve customer issues faster.
  • Self-Service Portal: Kustomer provides a customizable self-service portal where customers can access knowledge base articles, submit requests, and track their progress, reducing the burden on support teams.
  • Customizable Dashboards: Kustomer allows businesses to create personalized dashboards with real-time metrics and analytics, providing insights into team performance, customer satisfaction, and key performance indicators (KPIs).
  • Reporting and Analytics: Kustomer offers comprehensive reporting and analytics capabilities, enabling businesses to track support performance, identify areas for improvement, and demonstrate the impact of customer support on business outcomes.
  • Open API: Kustomer provides an open application programming interface (API), allowing businesses to integrate with other systems and customize their support experience.
Tenfold
Tenfold
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Tenfold

Dialing up the excitement, let's explore what users have to say about Tenfold: While Tenfold generally receives positive feedback, there are some areas where it falls short. Users appreciate its ability to integrate with various CRMs and its click-to-dial functionality, which streamlines workflows and boosts productivity. The software's comprehensive call logging and recording features also provide valuable insights for performance analysis and training purposes. However, some users find the interface clunky and overwhelming, especially for those new to call center software. Additionally, occasional glitches and syncing issues can disrupt operations and cause frustration.

What sets Tenfold apart is its focus on integrating communication channels and providing a unified view of customer interactions. This is crucial for businesses that want to deliver a seamless customer experience across multiple touchpoints. However, Tenfold may not be the best fit for small businesses with basic call center needs due to its complexity and cost. It's better suited for larger organizations with high call volumes and a need for advanced features like call routing, analytics, and CRM integration. For these businesses, Tenfold can be a game-changer, providing the tools and insights needed to optimize call center operations and enhance customer satisfaction. Keep in mind that software is constantly evolving, so it's always a good idea to check for the latest updates and user reviews to make an informed decision.

Pros & Cons

  • Reduced Agent Effort: Tenfold streamlines workflows by automating tasks like call logging and data entry, freeing agents to focus on customer interactions.
  • Improved Customer Experience: Tenfold provides agents with a unified view of customer data, enabling personalized and efficient service that enhances customer satisfaction.
  • Enhanced Visibility and Reporting: Tenfold offers comprehensive reporting and analytics tools, empowering businesses to gain insights into call center performance and make data-driven decisions.
  • Increased Productivity: By automating tasks and providing easy access to information, Tenfold helps agents handle more calls and resolve issues faster, boosting overall productivity.
  • Clunky User Interface: The user interface can feel outdated and cumbersome, leading to a steep learning curve for new users and decreased efficiency for experienced agents.
  • Limited Customization: Tenfold may not offer the level of customization needed for complex call center workflows, potentially hindering integration with existing systems or processes.
  • Reporting Challenges: Generating customized reports or accessing specific data points can be difficult, limiting the ability to analyze call center performance and identify areas for improvement.
  • Mobile App Limitations: The mobile app may lack essential features or functionality compared to the desktop version, hindering remote work or on-the-go access for supervisors and agents.

Key Features

  • Click-to-Dial: Transform phone numbers into clickable links to simplify the calling process and reduce manual dialing.
  • Floating UI: Make inbound or outbound calls more efficient. Use an intelligent assistant that pulls up relevant existing customer records and action items as screen pop-ups during calls. Streamline workflows with an embedded UI for the team’s CRM, a Chrome extension and a desktop app. 
  • Call Notes: Save time and ensure smoother workflows by taking notes, logging next steps and creating tasks. Seamlessly and automatically syncs all information back to the CRM. 
  • Natural Language Processing: Create tasks through NLP leveraging machine learning to read and understand agent notes, turning key phrases like “follow up tomorrow” into calendar entries accordingly. 
  • @Mention: Enable easier collaboration for service, sales and support teams. With a simple @mention, notify teammates about call updates and assign pending actions to address immediately.  
  • Automated Call Logging: Eliminate manual tasks such as entering call updates and updating members across departments. Keep call logs, including the unmatched ones, and associate them with leads, accounts or contacts. 
  • Info Tab: Confirm customer information such as email addresses, phone numbers and mailing addresses while on calls. Maintain long-term communications with customers through continuous follow-ups, reminders and engaging conversations.  
  • Dispositions: Assign customizable call outcomes and critical attributes to all calls without navigating through the CRM. Mark leads as “hot” or “qualified” to establish priority. Configure to set customer communication preferences. 
  • Integrations: Integrate with native CRM tools such as Salesforce or SugarCRM to sync data and call logs. Empower agents with comprehensive information to drive better customer interactions. Integrate with video conferencing platforms like Cisco, Skype and RingCentral; share screens or chat via video during online meetings with customers or clients.  
  • Local Caller ID: Boost the chances of call receipts by emulating local area codes based on prospect locations. 
  • Agent Goals: Admins can set outbound and inbound call durations and volume targets, check updated performance records and analyze team productivity within seconds through a dashboard.  
  • Analytics: Recognize the top performers through a leaderboard and motivate them to perform well. Monitor team performance at a glance through the Analytics Dashboard. Visualize metrics through call graphs, tables for individual team members and interactive stats.

COMPARE THE BEST Call Center Software for Small Businesses

Select up to 2 Products from the list below to compare

 
Product
Score
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SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Call Center Software for Small Businesses, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Free Trial
Company Size
Deployment
Platform
Logo
Nextiva
$20
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Nextiva
LiveOps
$95
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
LiveOps
CallRail
$30
Annual, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
CallRail
Five9
$100
Per User, Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Five9
Sideline
$9.99
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Sideline
Bitrix24
$39
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
Lifesize
$14.95
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Lifesize
Avaya
$30
Per User, Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Avaya
Kustomer
$5,000
Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Kustomer
Tenfold
Undisclosed
No
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Tenfold

All Call Center Software for Small Businesses (151 found)

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Nextiva

by Nextiva
Nextiva
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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LiveOps

by LiveOps
LiveOps
LiveOps is a promising software solution that ranks 2 among all Call Center Software according to our research analysts and 3 crowd-sourced reviews from 1 source. Starting from $95, LiveOps is priced lower than average and is most fitting for companies with hundreds or thousands of employees. LiveOps can be deployed online. Similar alternatives to LiveOps include Squaretalk, Nimbata and Dezide.
User Sentiment User satisfaction level icon: fair
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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CallRail

by CallRail
CallRail
CallRail is an intuitive call tracking platform that monitors and manages leads. It offers call recording, call tracking, text messaging, form tracking and conversation intelligence. It allows users to identify which keywords, campaigns and advertisements get the most leads. It also helps improve customer service and employee training. It connects online and offline insights to reveal campaign trends.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Five9

by Five9
Five9
Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance. Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Sideline

by Pinger
Sideline
Sideline is a popular software product that ranks 19 among all Business Phone Systems according to our research analysts and 55 crowd-sourced reviews from 1 source. Starting from $9.99, Sideline is priced at a bargain, has offered a free trial in the past and is most suitable for companies large and small. Sideline can be deployed online. Similar alternatives to Sideline include The Real PBX, Peerlogic and MiVoice Business.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Bitrix24

by Bitrix
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Lifesize

by Lifesize
Lifesize
Lifesize is a popular software system that ranks 24 among all Business Phone Systems according to our research analysts and 170 crowd-sourced reviews from 2 sources. Starting from $14.95, Lifesize is priced lower than average, has offered a free trial in the past and is most applicable for businesses large and small. Lifesize can be deployed online and on-premise and is accessible from a limited amount of platforms including Windows devices. Similar alternatives to Lifesize include AirePBX, Dialpad Ai Voice and ClarityTel.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Avaya

by Avaya Inc.
Avaya
Avaya's call center software empowers businesses to efficiently manage customer interactions across various channels, including voice, email, chat, and social media. It caters to organizations of all sizes, from small businesses to large enterprises, seeking to enhance customer service and streamline operations. Key benefits include improved agent productivity, reduced call handling times, and enhanced customer satisfaction. Popular features encompass intelligent routing, workforce management, and real-time analytics. User experiences highlight the software's user-friendly interface and robust functionality. Pricing for Avaya's call center software varies based on factors such as the number of users, desired features, and deployment model. Typically, pricing models involve per-user licensing fees, often billed on a monthly or annual basis.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Kustomer

by Kustomer
Kustomer
Kustomer's Help Desk Software is designed to enhance customer support operations. It offers a centralized platform for managing customer inquiries, automating workflows, and tracking customer interactions. This software is ideally suited for businesses seeking to streamline their support processes, improve customer satisfaction, and gain actionable insights from customer data. Key benefits of Kustomer include its user-friendly interface, robust automation capabilities, and comprehensive reporting features. It enables teams to manage multiple channels from a single dashboard, automate repetitive tasks, and gain visibility into customer interactions. The software also provides valuable insights through analytics and reporting, helping businesses identify areas for improvement and optimize their support strategies. In terms of pricing, Kustomer offers a range of plans to accommodate businesses of different sizes and needs. Pricing is typically based on a per-user, per-month model, with higher tiers offering additional features and functionality.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Tenfold

by Callinize
Tenfold
Tenfold is a software solution designed to enhance customer relationship management (CRM) systems by integrating phone systems and providing a unified interface for managing customer interactions. It's particularly well-suited for businesses with high call volumes, such as those operating call centers or with dedicated sales and support teams. Key benefits include increased efficiency through automation, improved customer satisfaction due to better data visibility, and enhanced agent productivity. Popular features encompass automatic call logging, screen pops with relevant customer information, click-to-dial functionality, and comprehensive reporting tools. User experiences suggest that Tenfold offers a robust and user-friendly solution, although some find the initial setup process to be complex. Pricing details are not publicly available, requiring businesses to contact Tenfold directly for a customized quote based on their specific needs.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$500 - $1,000
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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TalkDesk

by TalkDesk
TalkDesk
Talkdesk is an AI and cloud-based call center software that helps businesses build stronger customer relationships. Empower agents with a 360-degree customer view, more personalized conversations and improved conversion and first-contact resolution rates. Its capabilities include integration with over 20 business tools such as Zendesk, Salseforce, Desk.com, Slack and more. Other capabilities include automated workflows, skill-based routing and live reporting.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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CXone

by NICE
CXone
CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Amazon Connect

by AWS
Amazon Connect
Amazon Connect is a cloud contact center platform that offers customer service over voice, tasks and chat at a comparatively lower cost. The product uses the Amazon Simple Storage Service (Amazon S3) to record and store exported reports and conversations. From there, it creates default buckets for storage requirements. Its self-service graphical interface helps non-technical users to manage agents, design contact flows and track performance metrics easily without specialized skills. Sales representatives build natural language contact flows with the Amazon Lex with a natural language understanding (NLU) and automatic speech recognition (ASR) technology powering Amazon Alexa.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Demo Pricing

Aircall

by Aircall
Aircall
Aircall is a cloud-based professional phone system that streamlines customer support and sales engagement. It integrates with CRM and helpdesks. It offers a power dialer, call routing, ring groups, call queuing and live feeds. The software is best suited for modern small and medium-sized businesses, especially those that have call centers.e dashboard to control team activity, coach agents and listen to live calls. Create inbound and outbound call centers. It can integrate with Zendesk, Salesforce and Hubspot.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Demo Pricing

CallShaper

by CallShaper
CallShaper
CallShaper is a cloud-based contact center solution focused mainly on outbound communication and sales-driven call centers. It offers individual applications with specialized interfaces for contact center agents, supervisors and managers. Each application comes with a comprehensive set of tools to streamline and simplify the different processes and workflows in a contact center.Its robust features for telemarketing and sales teams include campaign management, auto-dialers, lead management and more. For inbound call centers, it provides dynamic call center scripting, IVR, quality assurance and real-time reporting to help call center teams support customers better.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Demo Pricing

PhoneBurner

by PhoneBurner
PhoneBurner
PhoneBurner is a dialing tool that helps sales teams make calls, connect with customers and close deals. It's easy to get started and add new users, whether you’re in-office or working remotely. Mediating calls through the platform means fewer audio problems, so you can focus more on making sales.Standout features include power dialer for fast calling and smart lead distribution for efficient teamwork. Many users love the responsive customer support, though some have reported a few issues with specific CRM integrations. You can choose from Standard, Premium and Professional plans, each with different features and prices to fit your needs.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Cisco Finesse

by BroadSoft
Cisco Finesse
Cisco Finesse is a popular software platform that ranks 18 among all Customer Service Software according to our research analysts and 2 crowd-sourced reviews from 1 source. Starting from $0, Cisco Finesse is priced at no cost when starting and is most suitable for any company. Cisco Finesse can be deployed online. Similar alternatives to Cisco Finesse include Vision Helpdesk, Comm100 and Jitbit.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Qualfon

by Qualfon
Qualfon
Qualfon provides comprehensive contact center, BPO (business process outsourcing) and back-office processing solutions. Its offerings include customer service, integrated marketing, big data analytics and back-office processing. It provides outsourcing services through offices in India, Philippines, United States, Mexico, Guyana and other areasQualfon supports multi-channel customer service through phone, email, live chat, text and social media. Integrated marketing and campaign management tools are geared towards optimizing campaigns and improving lead generation. Advanced data mining, customer segmentation, data analytics and predictive modeling tools help forecast customer behavior to provide superior customer experiences.
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Genesys Cloud CX

by Genesys Telecommunications
Genesys Cloud CX
Genesys Cloud is a cloud-based call center software that provides businesses with a comprehensive suite of tools to manage customer interactions. It's designed for businesses of all sizes, from small startups to large enterprises, and offers a wide range of features to meet the needs of any call center. Some of the most popular features include: omnichannel routing, IVR, call recording, and analytics. Genesys Cloud is also highly customizable, so businesses can tailor it to their specific needs. Genesys Cloud is a powerful and flexible call center software that can help businesses improve their customer service. It's easy to use, affordable, and offers a wide range of features. If you're looking for a call center software that can help you improve your customer service, Genesys Cloud is a great option.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Demo Pricing

CallTools

by CallTools.com
CallTools
CallTools, a cloud-based contact center solution, helps increase conversion rates and sales revenue by delivering satisfactory customer interactions. Users can monitor teams on the fly, connect with customers and access real-time analytics based on call records. Its main offerings are CallTools Predictive and CallTools Preview, each with its own set of attributes.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Buyer's Guide

Call Center Software for Small Businesses Is All About Providing Cost-effective and Scalable Solutions

By Kriti Sahay, Technical Writer at SelectHub

Call Center Software Small Business BG Intro

Many people dream of quitting their day jobs and starting their own business. With entrepreneurship on the rise, it seems like more and more people are actually taking the plunge and going into business for themselves.

But running a business isn’t easy. Things like supply chain issues, inflation and unprecedented events like the pandemic can throw a business off-course, especially in its early days. While you can’t prepare for every possibility, it’s important to ensure you have your daily operations covered – and that’s where call center software for small business comes in.

Small business call center software allows you to manage and expand your customer support easily, making it possible for even a small operation to handle a high volume of calls. Because it’s designed for small businesses, it also comes with a variety of features to help with other business needs, like an auto attendant and call routing to streamline customer interactions.

Ready to upgrade your customer support system? Read on to find out how call center software for small business can help you run your business better!

Executive Summary

  • Call center software for small business helps you manage all inbound and outbound calls efficiently.
  • Key features include an auto attendant, call routing, reporting and analytics, and agent collaboration tools.
  • Before you commit to a solution, don’t forget to ask your vendor any questions you might have about the software.
What This Guide Covers:

What Is Call Center Software For Small Business?

Call center software is a software program specialized for small businesses, allowing them to easily manage both inbound and outbound communications. The software is equipped to handle all the day to day operations of a call center, and is easily scalable for when your small business becomes a large one.

For a small business, call center software can be a cost-effective sales and customer service solution. It’s usually based in the cloud, working through technologies like VoIP, making it easy for a small business with limited resources to set up a comprehensive call center at an affordable cost.

Primary Benefits

Here are some of the ways the right call center software can help your small business.

Call Center Software Small Business Benefits

Reduce Your Overhead

Related Categories

Most modern call center software programs can make your customer support totally virtual, helping to reduce overhead costs like physical phone lines and on-premise infrastructure. With cloud computing and VoIP technology, all you need is a computer with a reliable internet connection to make and receive calls.

Improve Customer Experience

According to Salesforce, 83% of customers expect to engage with someone immediately when contacting a company. Call center software for small business helps make that possible, with features like automated call routing that routes your customers to the most appropriate agents for their queries, and auto attendant, an AI that answers even when your agents aren’t available.

Empower Your Small Business

Small businesses can struggle to compete with larger players. Having a well-run call center to back sales and provide excellent customer support can help give you a competitive edge.

Features like built-in analytics and reporting tools can also set your business apart from the pack, giving you actionable insights that help you create better strategies for growth.

Key Features & Functionality

Calling Capabilities

Offer your customers superior phone support with features like calling merging, flipping and transfers that help agents work collaboratively. Features like barge or call takeover allow supervisors to step in and take over a call when needed.
Auto-dialers

Automatically dial the next number on a contact list once a call is finished, saving your agents time they would have spent manually dialing and allowing them to run through their contact lists faster.
Softphones

These software programs provide all the functionality of traditional telephones without the need for hardware, allowing your staff to make and receive calls using the internet.
Auto Attendant

An automated attendant helps answer, escalate and route incoming calls. Callers respond to pre-recorded options with their voice or phone keypad based on their needs and are directed to the appropriate person or department.
Call Routing

Automatically route each call your call center receives to an available agent.

You can also set up your routing to distribute calls to agents based on criteria like expertise and call type. For example, a customer calling for information on billing would be routed to an agent who handles billing queries.
Call Recording

Record all inbound and outbound calls. These recordings can further be accessed and used for quality coaching in the future.
Analytics and Reporting

Generate reports about crucial KPIs like agent wrap time, abandonment rate and customer interaction in a comprehensive visual format and make more informed decisions depending on the data.
Collaboration Tools

Allow your teams to easily communicate and work together so that individual agents are less likely to run into queries they can’t resolve.

Tools like audio conferencing enable multiple agents or departments to work collaboratively, both in internal calls as well as on live calls with customers. Screen recording and screen sharing aid collaboration, quality monitoring and review.
Voicemail System

Allow customers to contact you the moment they need to, and make sure that agents can easily respond once they’re back online. Speech recognition and voicemail transcription ensure that messages are received clearly no matter the quality of your customer’s call.
Encryption and Security

A recent report by Cisco found that 86% of consumers describe privacy as a major concern. Features like role-based access control and two-factor authentication help keep your company’s data and your customers’ private information safe.

Software Comparison Strategy

Now that we’ve gone over the basics of call center software, let’s dig into the process of finding the best fit for your small business.

Kickstart the process with a needs analysis. What’s your budget? Which features do you need most? Discuss these questions with key stakeholders and other business owners to help narrow down your requirements.

Comparing features is a great way to evaluate software. You might also want to consider the pros and cons of each solution, and go through online reviews from active users to get a clear picture of how well they could suit your needs.

Sound overwhelming? We can help! Our software comparison report takes some of the hard work out of the equation, giving you information on the leading industry software options in one easy-to-read report.

No matter how you arrive at your choice of software, be sure to ask the vendor any questions you have about it before you commit. You might also want to request a free demo to see how the software functions in your business.

Cost & Pricing Considerations

The cost of call center software depends on several factors, including implementation and method of deployment, the number of users and data storage. If the vendor doesn’t offer implementation as part of the package, you might need to pay extra to hire an external IT team or use your in-house IT resources to get the software up and running.

Most small business call center software is cloud-based and available on a subscription basis, though some software programs might come with the option to be installed on-premise for a one-time, upfront payment.

Each model comes with its own costs in terms of add-ons, updates and maintenance, so it’s important to keep in mind what works best for your business. A small business with more limited resources, for example, might benefit from having the vendor handle maintaining the system.

The Most Popular Call Center Software for Small Business

Picking the perfect solution for your business can be daunting. But don’t worry — we’ve curated a list of the three most popular call center for small business software options to get you started.

RingCentral

RingCentral is one of the most popular call center solutions, trusted by businesses worldwide. It’s cloud-based, which makes it easy to deploy anywhere in the world. It offers both inbound and outbound calling facilities, as well as omni-channel communications support, allowing you to communicate with your customers through any channel of their choice.

RingCentral

Call management with RingCentral. Source

Avaya

Avaya is a cloud-based contact center solution that can help you improve communications, both within and outside your organization, by offering a unified platform for communication and collaboration. It also offers self-service tools, helping free up resources within your small business while empowering customers to find solutions for their queries without having to contact customer support.

Avaya

Avaya’s contact history and call management dashboard. Source

Vonage

Vonage is a cloud-based phone system. It offers a reliable, easy-to-use and unified communications platform for call center management. It is suitable for both small and large businesses and can provide a 99.9% uptime with SD-WAN and SmartWAN offerings. Its virtual assistant and receptionist console features can help you avoid dropped calls which can be an issue for small businesses with smaller teams.

Vonage

Vonage’s agent dashboard. Source

 

 

Questions To Ask

To get a better sense of what your business needs, ask yourself questions like:

  • What’s our overall budget?
  • What are our primary objectives?
  • Is scalability a priority?
  • Do we only need the basics or are advanced features necessary?
  • Do we have the IT resources to aid deployment?

Call Center Software for SB Key Questions

Use these questions to learn more about the vendor and software:

  • Do you offer customer support and training resources?
  • Is the software suitable/customizable to the needs of a small business?
  • What are the core strengths of the software?
  • Does the software require extra plug-ins and integrations for full functionality?
  • What kind of data security and privacy measures do you offer?

Next Steps

The right call center software can streamline your support operations, improving productivity and customer satisfaction. A small business needs all the support it can get, especially when it’s first getting off the ground. Finding the right call center software for your small business might just be what sets you apart from the competition.

Ready to get started? Try our requirements template to take the next step towards giving your small business a competitive edge.

Product Comparisons

Additional Resources

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Kriti
By Kriti Sahay
Technical Content Writer
Kriti Sahay is a Technical Content Writer at SelectHub, writing content for Help Desk and Call Center Software. Kriti is based out of New Delhi, India. When she's not handling Buyer's Guides and other informational articles, she can be found experimenting in her kitchen, street shopping, or painting!
See Full Bio
Dhanasri
Technical Research By Dhanasri Yasam
Senior Analyst
As a Senior Research Analyst, Dhanasri Yasam works in key categories like EHR, EMR, business intelligence and HR. In her role, she conducts primary research, collects and analyzes empirical data, and draws evidence-based conclusions. She also has extensive experience gathering requirements for client projects. Dhanasri holds a B-tech in Computer Science and Engineering from Dr. M.G.R. Educational and Research Institute, Chennai and an MBA in Finance and Marketing from Aurora's Business School, Hyderabad.
See Full Bio
Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Hunter
Edited By Hunter Lowe
Content Editor
Hunter Lowe is a Content Editor, Writer and Market Analyst at SelectHub. His team covers categories that range from ERP and business intelligence to transportation and supply chain management. Hunter is an avid reader and Dungeons and Dragons addict who studied English and Creative Writing through college. In his free time, you'll likely find him devising new dungeons for his players to explore, checking out the latest video games, writing his next horror story or running around with his daughter.
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