Are you finding it difficult to manage customer calls effectively? You might be feeling overwhelmed by the multitude of call center software options available.
At CanadaCreate, we have encountered these same challenges in our business projects. We understand the importance of finding a solution that meets your business requirements while remaining budget-friendly.
Through our experiences, we have discovered that the right call center software can significantly enhance your customer interactions. It’s not only about answering calls; it’s about delivering a smooth experience across all communication channels.
In this guide, we will simplify the selection process and present our top recommendations for call center software in 2025.
Overview of the Best Call Center Software
| Software Name | Starting Monthly Price | Key Features | |
|---|---|---|---|
| 🥇 | Nextiva | $15/month | Cloud-based solution with multichannel support |
| 🥈 | RingCentral | $20 per user per month | Omnichannel support with gamification features |
| 🥉 | Ooma | $19.95 per user per month | Smart call routing and multi-level IVR capabilities |
| 4 | Freshdesk | $15 per agent per month | AI-driven responses and international number support |
| 5 | LiveAgent | $29 per agent per month | Unlimited call recording and intelligent call routing |
| 6 | 8×8 | Contact us for pricing details | 99.99% uptime with an intuitive user interface |
| 7 | CloudTalk | $19 per user per month | Fax-to-email service and advanced outbound autodialer |
Our Testing Process for Identifying the Best Call Center Software
We aim to provide trustworthy advice based on our firsthand experience and thorough testing. This will assist you in selecting the ideal call center software for your business. Here’s a breakdown of our comprehensive review process:
- Real-world application: We have utilized Nextiva in our own operations for several years, giving us insight into its daily functionality and its impact on customer service.
- Hands-on testing: For alternatives like RingCentral and Ooma, we created accounts, navigated their platforms, and evaluated various features to gain an authentic understanding of their usability and performance.
- Evaluating costs:We analyzed the offerings at different price points to determine which options provide the best value. We also considered whether the software can scale with your business without incurring excessive costs.
- Being transparent: We provide a balanced overview of each software, highlighting both advantages and disadvantages. This allows you to make an informed decision that aligns with your specific needs.
Why You Can Rely on CanadaCreate
Our reviews are based on thorough real-world testing. We utilize these tools on actual websites, ensuring they perform effectively for businesses like yours. We only endorse solutions that genuinely provide value.
With over 16 years of expertise in WordPress, digital marketing, and eCommerce, the team at CanadaCreate is well-equipped to understand your requirements. To find out more, explore our editorial process.
1. Nextiva
At CanadaCreate, we have relied on Nextiva for many years, and it stands out as the best virtual phone service we’ve experienced. Being entirely cloud-based is a significant advantage for our remote team, allowing us to take calls from anywhere using their app on our computers or smartphones.
Nextiva is more than just a phone system; in our experience, it serves as a comprehensive help desk. It enables communication with customers via phone, SMS, chat, video, and even social media. One feature we particularly appreciate is the screen pops, which provide detailed information about callers, enhancing the overall calling experience.
The Interactive Voice Response (IVR) system revolutionizes customer service by automating routine tasks, allowing our team to concentrate on more complex customer inquiries. It also integrates seamlessly with other platforms like Salesforce and Microsoft.
A limitation of Nextiva is that its unlimited plan is exclusively available for users in North America. If you are located outside this region, you may need to explore alternative options.
Advantages of Nextiva:
- A cloud-based business phone service ideal for remote work environments.
- Cost-effective mobile phone plans.
- Supports multiple communication channels.
- Offers a variety of valuable features, including video calls and an auto-attendant.
- Easily integrates with other business applications.
Disadvantages of Nextiva:
- Nextiva’s unlimited plan is restricted to users in the United States and Canada.
Pricing Information:Nextiva’s pricing starts at $23 per user per month for unlimited voice and video calls. To access advanced call center features such as IVR and intelligent routing, you will need the Power Suite plan, which is priced at $75 per user per month.
Readers of CanadaCreate can take advantage of our exclusive Nextiva discount, saving up to 50%. This means you can begin using Nextiva for as low as $15 per month!
Reasons for selecting Nextiva:Based on our experience, Nextiva provides an excellent combination of features, user-friendliness, and cost-effectiveness for business phone systems.
2. RingCentral
RingCentral is a leading VoIP service provider that enables businesses to establish a cloud-based call center solution. During our testing, we were impressed by the rapid setup for customer support, accessible from any location at any time.
One standout feature is RingCentral’s gamification options, which can significantly enhance agent productivity. Additionally, we value the comprehensive workforce management tools that effectively manage team schedules and optimize inbound call handling based on traffic patterns.
RingCentral offers exceptional analytics capabilities. In our evaluations, we were able to monitor key performance indicators in real-time and create customized dashboards. We also found the automated IVR system and predictive dialer to be particularly beneficial.
However, some essential business features, such as internet faxing and recording storage, require an upgrade to access.
Advantages of RingCentral:
- Cloud-based platform with support for multiple communication channels
- Gamification features to enhance agent performance
- Comprehensive workforce management capabilities
- In-depth real-time analytics and reporting
- Automated IVR system and predictive dialer
Disadvantages of RingCentral:
- Some features, such as online fax, require an upgrade for access.
Pricing Information:Plans start at $20 per user per month when billed annually, which includes unlimited domestic calls.
Reasons for Choosing RingCentral:RingCentral provides flexible, industry-specific solutions that serve a diverse array of businesses, from eCommerce to finance.
3. Ooma
Ooma is a robust virtual phone system designed for businesses of all sizes. It has proven effective for both startups and larger companies, ensuring seamless communication between remote teams and customers.
Setting up a cloud-based call center with Ooma is simple. Its smart call routing minimizes long wait times for customer support, which is a major benefit. The user-friendly drag-and-drop call flow designer allows for quick customization of call flows.
Ooma features advanced options like multi-level IVR and skills-based routing, enhancing its overall capabilities. The intelligent reconnect feature is especially valuable, automatically reconnecting callers to the agent they were speaking with if the call is disconnected.
Advantages of Ooma:
- Simple setup for cloud-based call centers.
- Smart call routing to minimize wait times.
- User-friendly call flow designer with drag-and-drop functionality
- Advanced multi-level IVR and skills-based call routing
- Smart reconnect feature for improved customer engagement
Drawbacks of Ooma:
- Lacks the extensive reporting capabilities and analytics that Nextiva provides for evaluating VoIP call center performance
Pricing Information:Starts at $19.95 per user per month for unlimited calling within the US, Canada, Mexico, and Puerto Rico.
Reasons for recommending Ooma:Ooma offers a robust, feature-rich platform ideal for small to medium-sized businesses aiming to establish a call center.
4. Freshdesk
Freshdesk is a widely-used contact center solution favored by numerous businesses. Its setup is straightforward, often requiring just a few clicks. We appreciate its AI-driven voice response features that automate customer call handling.
Freshdesk is well-suited for international businesses, allowing you to use your existing phone or obtain numbers from over 50 countries, facilitating global customer communication. Its pricing model is also adaptable, scaling with your business needs.
We found Freshdesk particularly useful for managing various customer interactions. You can convert calls into support tickets and oversee all customer communications in one centralized location. It also includes valuable features like call recording and voice bots.
While Freshdesk is user-friendly, some users may feel its call center features are not as robust as those offered by Nextiva.
Advantages of Freshdesk:
- Simple and fast setup process
- AI-driven voice response technology
- Effective for international businesses
- Consolidates various customer communication channels in one platform
- Includes valuable features such as call recording and voice bots
Disadvantages of Freshdesk:
- Not the most feature-rich option available
Pricing:Freshcaller starts at $15 per month for each agent, which covers up to 2000 incoming minutes. Additional minutes are charged at $0.013 each. There is a free plan available, but it does not offer any complimentary minutes.
Reasons for selecting Freshdesk:It is beginner-friendly, but may lack some advanced functionalities that certain businesses require in a call center.
5. LiveAgent
LiveAgent is a cloud-based call center software that enables support agents to assist customers from any location.
This software offers a range of features, including IVR, call-back requests, and unlimited call recording. Its smart call routing and video conferencing capabilities enhance its overall functionality. LiveAgent also provides chatbot features and automatic call distribution.
LiveAgent excels in its ability to integrate seamlessly with various tools, including popular CRMs like Salesforce and email marketing platforms. Additionally, it offers an easy way for WordPress users to incorporate a live chat button on their websites.
Advantages of LiveAgent:
- Offers a 14-day free trial
- Cloud-based system designed for remote work
- Extensive feature set that includes IVR and video calling capabilities
- Simple integration with WordPress
Disadvantages of LiveAgent:
- The call center features are only accessible in plans above the lowest tier, meaning they are not included in the most affordable option.
Pricing Information:Starts at $15 per agent per month when billed annually, but call center support is only available in the Medium plan, which costs $29 per agent per month.
Reasons for selecting LiveAgent:It is an excellent choice for those looking to integrate call center and live chat functionalities into their WordPress site.
6. 8×8
8×8 is a reliable cloud-based platform that offers a secure call center solution, featuring a 99.99% uptime. This ensures high performance and minimal downtime, which is essential for businesses that rely on continuous communication.
We appreciate 8×8 for its user-friendly interface and a wealth of resources available to help you get started, including a comprehensive knowledge base and access to experts.
8×8 offers a variety of valuable features such as efficient call routing, click-to-call functionality, and text analytics. It also enables you to conduct customer surveys and enhance your support using analytics.
Advantages of 8×8:
- Extremely reliable with an impressive 99.99% uptime.
- Intuitive interface complemented by helpful resources.
- Extensive feature set that includes call analytics.
- Facilitates customer surveys and feedback collection.
Disadvantages of 8×8:
- Offers fewer features compared to some competitors such as Nextiva and RingCentral.
- Pay-per-use pricing can become expensive for high-volume users.
Pricing:8×8 does not provide pricing information online; you must contact their sales team for a personalized quote.
Reasons for selecting 8×8:It is a powerful solution ideal for larger organizations and SaaS companies that require a scalable and robust call center platform.
7. CloudTalk
CloudTalk is a leading virtual call center solution utilized by major companies such as DHL and Mercedes Benz. It provides businesses with national phone numbers, including toll-free options.
The software includes essential features like call queuing and recording, along with advanced tools such as a smart outbound autodialer and three-way calling. In our experience, the fax-to-email and call masking functionalities are particularly beneficial for businesses seeking added flexibility.
CloudTalk excels in intelligent call routing. The call flow designer allows you to easily create automated workflows. Additionally, we have found the skill-based routing and VIP queues to be effective for efficiently managing various call types.
Advantages of CloudTalk:
- Delivers high-quality calls through global partnerships.
- Offers a comprehensive range of features, from basic to advanced.
- Robust intelligent routing capabilities.
- Provides flexibility with both national and toll-free numbers.
Disadvantages of CloudTalk:
- Some features, such as business hours and personalized greetings, require an upgrade.
Pricing:Starts at $19 per month per user for unlimited inbound and internal calls.
Reasons for selecting CloudTalk:CloudTalk is a specialized call center software designed for seamless inbound support, efficient outbound calling, and effective collaboration among internal teams.
What is the Best Call Center Software?
For a comprehensive cloud-based call center solution, we highly recommend Nextiva. This software meets all the essential criteria for an effective call center.
Nextiva provides robust features that enable you to optimize your call center operations. It serves as a complete virtual phone solution for businesses aiming to enhance their customer support experience.
With Nextiva, you gain access to features like IVR, call recording, video conferencing, mobile and desktop applications, detailed performance reports, and much more. Additionally, it integrates smoothly with various CRMs and marketing tools.
Frequently Asked Questions about Call Center Software
At CanadaCreate, we have assisted thousands of small business owners in selecting the ideal call center software for their requirements. Based on our expertise, here are answers to some of the most common questions regarding call center software:
What are the steps to set up call center software?
Many of the call center solutions featured here are incredibly easy to set up. For instance, with Nextiva’s call center software, you can access the admin dashboard to manage business hours, configure team extensions, set up voicemail, design call flows, and more, all from a single location.
You can easily install the Nextiva app on any mobile device or desktop to start making and receiving calls right away.
How can I automate my call center?
You can effortlessly automate your call center using any of the software options listed here. Each solution comes equipped with built-in automation features designed to enhance efficiency and reduce costs.
Some of the automation features available include interactive voice response (IVR), auto-attendants, voicemail transcription, auto dialing, intelligent call routing, and more.
What type of call center is the most suitable?
Both inbound and outbound call centers offer unique advantages for businesses, but the best choice depends on your specific requirements.
Inbound call centers primarily handle calls from customers or potential customers. These calls are focused on answering inquiries and resolving issues, which ultimately enhances customer service.
Outbound call centers primarily focus on reaching out to potential customers and leads to promote the business and boost sales.
For a comprehensive approach to both sales and customer support, consider establishing a blended call center that integrates both functions.
We hope this article has guided you in selecting the ideal call center software. Additionally, check out our guide on hiring virtual assistants for your WordPress site and explore our recommendations for top customer service tools.
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Disclaimer:While we could have included other call center software options such as Dialpad, Talkdesk, Twilio, and Five9, we chose to focus only on the top-rated call center software solutions to help you make an informed decision.
