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Call Centre Software

Call Center Software is a comprehensive solution designed to enhance the efficiency and productivity of call centers. With calling software for call centers, businesses can effectively manage inbound and outbound calls, ensuring seamless communication with customers. This call software center enables call center agents to handle customer inquiries, resolve issues, and provide exceptional customer service. Call center platforms provide a centralized system for managing call queues, routing calls to the appropriate agents, and monitoring call performance metrics. These call center systems also offer features such as call recording, call analytics, and integration with customer relationship management (CRM) tools. Whether you are a small call center or a large enterprise, browse our directory of call center software to find the best solution for streamlining your call center operations and delivering exceptional customer experiences in Canada.

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DialedIn call center software automates and optimizes operations with seamless integration and flexible pricing for every business. Learn more about DialedIn CCaaS
DialedIn is a cutting-edge call center software solution that transforms customer interactions by automating and optimizing key processes within your call center. Designed for scalability, DialedIn supports call centers with at least 5 seats in any industry with features such as intelligent call routing, real-time monitoring, call recording, and comprehensive analytics. With seamless integration into your existing systems and customizable call scripting, DialedIn ensures that every customer interaction is handled efficiently and professionally. Our flexible pricing plans and competitive rates make it easy to choose the right package for your needs. Robust reporting and analytics features for managers keep your call center ahead of the curve. Whether you're managing a small team or a large-scale operation, DialedIn empowers your agents to deliver exceptional customer service, boosting satisfaction and driving business growth. Learn more about DialedIn CCaaS

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial. Learn more about LiveAgent
LiveAgent is a full-service call center management system designed to integrate seamlessly into your business process, allowing you to communicate with customers across multiple channels without missing a beat. Innovative features like call centralization, VoIP, and SIP trunks enable you to improve customer relations and increase sales through communication. Start with a 1-month free trial, no credit credit card needed. Learn more about LiveAgent

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Kixie is the sales engagement platform that boosts sales team performance with ultra-reliable, easily-automated calling & texting. Learn more about Kixie PowerCall
Kixie is an advanced, cloud-based sales engagement platform that simplifies the task of calling and texting for customer-facing teams. Featuring powerful tools like a multi-line PowerDialer, AI Local Presence, call coaching, call recording, Voicemail Drop, SMS Templates, Click-to-call, Conversation Intelligence, and many more. Kixie integrates seamlessly with major CRM systems and offers real-time reporting and analytics. Start making calls in 3 minutes with no hardware and a 100% free trial. Learn more about Kixie PowerCall

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Hungry for more revenue? Go HAAM on lead list! Reach leads in 3 seconds, and contact 1M lead a day. Complete a demo for a Holiday Ham! Learn more about Convoso
Convoso delivers the ultimate cloud-based, omnichannel outbound dialing software. An all-in-one solution for outbound call centers with 20+ seats. Our cutting-edge AMD, identifying 97% of answering machines, combined with proactive Caller ID reputation management, ensures genuine connections. Bid farewell to 'Scam Likely' labels. With seamlessly automated workflows, experience a remarkable 300% increase in contact rates upon switching to Convoso. Learn more about Convoso

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Simplify and manage customer interactions anywhere, anytime, and via any channel over the internet with Zoho Voice Contact Center. Learn more about Zoho Voice
Zoho Voice is cloud-based VoIP phone software that helps you easily make and receive business calls from any device. Zoho Voice integrates with other Zoho apps, like CRM, Desk, Recruit, and Bigin, so your teams can save time by managing calls without switching apps. Get advanced cloud telephony features like IVRs, click-to-call, call queues, call recording, business hours, call transfers, live call monitoring, and much more. It's time to modernize the way you manage business calls. Learn more about Zoho Voice

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
UC Data the Right Way. Variphy is the preferred analytics platform for Unified Communications. Learn more about CDR Call Reporting for Cisco
Unified Communications Analytics. Simplified. Variphy provides all the functions you need in a single pane of glass. We built our products and features with the feedback and requests of Unified Communications professionals like you. Explore your data. Get more UC visibility. - Dashboards, Wallboards, & Widgets - CUCM CDR Reporting & Call Analytics - UCCX Reporting & Analytics - Cisco CUBE CDR Reporting - Zoom Phone Reporting & Analytics - Webex Calling Reporting & Analytics - Microsoft Teams Reporting & Analytics Learn more about CDR Call Reporting for Cisco

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Shelf is #1 for knowledge management platform on Gartner Digital for 3 straight years providing high impact GenAI KM solutions. Learn more about Shelf
Shelf is the leading GenAI knowledge management platform on the market providing a suite of high impact, quick to implement solutions like Search Copilot, Content Copilot and Analytics Copilot. Awarded for overall usability, high user adoption and best support for three consecutive years, and #1 for knowledge management on Gartner Digital Markets. Shelf can integrate into the platforms your team uses and be implemented in less than a week. Contact us for a demonstration. Learn more about Shelf

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
VirtualPBX Contact Center: Elevate service with custom routing, real-time monitoring, CRM integration, and 99.999% reliability. Learn more about VirtualPBX
Transform your organization with VirtualPBX Contact Center—an integrated solution that enhances customer service to new heights. Utilize tailored call routing, live monitoring, seamless CRM integrations, bespoke reporting, call tagging, callback functionality, and beyond! Experience unmatched reliability with a 99.999% uptime guarantee, alongside industry-leading customer support available 24/7. Our personalized onboarding and configuration ensure optimized setup, workflow, and reporting tailored to your unique needs. Learn more about VirtualPBX

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
3CX is an all in one call center solution for calls & chats. Includes advanced call queues, reporting, recording, and CRM integration Learn more about 3CX
3CX is an all-in-one call center solution to communicate with customers via voice, video & chat. Offers advanced queue strategies set to individuals or groups. Integrates with various CRMs & MS 365. Includes call recordings & reports. A single interface to answer customer live chat, facebook messages & SMS. Call work flows to eliminate time intensive tasks for agents. Accessible remotely with free mobile apps for iOS & Android. Can be deployed on premise or in the cloud. Get it for free! Learn more about 3CX

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Set up a local or virtual international call center in a few minutes for businesses of all sizes and across different industries Learn more about Zadarma
Call Center can be the "face" of the company and quality connection with customers and partners is necessary for business's reputation and functionality. An easy to set up extensive PBX from Zadarma can become your trusted tool for all voice communication. Attractive rates that do not depend on the number of your agents and no required equipment will allow you to present the best side of your company. Learn more about Zadarma

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Empower your support agents to focus on less logging and more selling. Streamline customer support with JustCall's call center. Learn more about JustCall
JustCall’s Call Center Software connects your team to customers through voice, SMS, and WhatsApp across 70+ countries, with seamless number porting for uninterrupted communication. Simply click to call or text from customer profiles—no need to switch screens. Get international, toll-free, and local numbers to offer personalized service with a local presence. Access real-time call and SMS details on the go, using any device. With smart IVR, reduce wait times and resolve queries in the first call. Handle peak hours effortlessly by auto-routing calls to available experts, ensuring 24/7 support. Automated replies and CRM integrations streamline workflows by syncing customer details, giving agents valuable context during every interaction. Trusted by 6,000+ global businesses, JustCall is your all-in-one solution for improving call efficiency, delivering top-tier customer support, and maximizing team productivity. Learn more about JustCall

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations. Learn more about Talkdesk
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers. Talkdesk empowers enterprise operations and CX leaders to deliver modern, tailored customer experiences. Our trusted, flexible cloud contact center platform leverages cutting-edge generative AI and automation to streamline workflows, optimize resources, and drive exceptional customer outcomes. With Talkdesk, teams can enhance operational efficiency, reduce costs, and improve the bottom line—all while ensuring the best possible experiences for customers. Trusted by industry leaders, Talkdesk is the innovative solution designed to meet the evolving needs of enterprise contact centers. Learn more about Talkdesk

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
A full-suite of call center tools & reporting to coordinate your communications across marketing, sales, & customer service teams. Learn more about CallTrackingMetrics
CallTrackingMetrics is a global conversation analytics provider giving marketers data to make confident strategy decisions. A full-suite of call center tools to coordinate your communications across marketing, sales, & customer service teams. Avoid frustrating wait times and needless transfers with all the tools your lead center needs. From automated call routing to instant text follow-ups for form submissions, our lead management features set your teams up to capture and qualify more leads. Learn more about CallTrackingMetrics

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Call center software for customer-centric teams. Easily integrate with 100+ CRMs and other business tools to grow your business! Learn more about Aircall
Aircall is the #1 Call Center Software and surfaces valuable context from your Helpdesk, CRM, live chat, and e-commerce software to anticipate customer needs on every call, helping you reduce wait times and boost rep efficiency. Sales Teams love the Click-to-Dial Features & Automatic Call Logging. Join 16,000+ companies that trust Aircall to strengthen their customer relationships with industry-leading call center features like: SMS, advanced call routing, IVR, analytics + more. Learn more about Aircall

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform.
Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform with artificial intelligence features built-in. With 8 powerful individual workloads – Webex Suite brings together Meetings, Messaging, Calling, Webinar, Events, Polling, Whiteboarding and Video Messaging in one collaboration experience to maximize productivity and teamwork. With a variety of collaboration features, Webex Suite helps bridge the gap between office and remote workers, remove language barriers, and overcome time zone differences. Enjoy the flexibility to work from anywhere and to keep teams focused and engaged with unified, intuitive experiences and integrated AI across the entire suite. All workloads in the Webex Suite can be managed via the single-pane-of-glass administration portal, Control Hub. It also allows you to protect your teams’ data and privacy with enterprise-grade security built in from the ground up. Learn more about Webex Suite

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Zendesk offers a fully integrated call center built right into its support platform.
Zendesk offers a fully integrated call center built right into its support platform. Agents can handle calls in the same workspace as all other channels. This cloud based support platform gives them full context on customer history to help resolve the most complex and urgent issues faster. Teams that use Zendesk see a 20% reduction in support costs and a 27% increase in agent productivity. If you already have a call center, you can seamlessly integrate it with an API connection to our help desk. Learn more about Zendesk Suite

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat, and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 60,000 customers, including Bridgestone, HP, Harvard University, and DHL. Learn more about Freshdesk

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Hook up your customer service number with Zoho Desk, make/receive calls in-app, and automate your telephony operations.
Zoho Desk brings your entire call center to the cloud. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Automatically assign calls to agents based on department/team. It's also equipped with IVR, call recording, contact details capturing, voice messages, detailed reports, and omnichannel capabilities. Integrates with top telephony providers like Twilio, RingCentral, Aircall, Amazon Connect, and more. Learn more about Zoho Desk

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Complete cloud phone system that is easy to set up and easy to manage.
RingEX is a cloud-based business communications system with enterprise-grade voice, fax, text, online meetings, conferencing, and collaboration. With RingEX, you can easily connect your office, remote and mobile employees under one phone system, regardless of their location. Unlike expensive, conventional phone systems, RingEX is purchased, activated, set up, and managed online, which means we manage it and you use it. Learn more about RingEX

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Nextiva is a Unified CXM company that provides AI-powered customer experience solutions.
Nextiva connects businesses to all of their conversations on one, AI-powered platform, helping them understand their customers in real-time to create personalized experiences that set them apart. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer experience platform. From one AI-powered communication hub, Nextiva transforms the way businesses engage with their customers. The company’s commitment to Amazing Service® and a customer-focused approach has been its cornerstone for 15 years. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B in late 2021. Discover more at www.nextiva.com. Learn more about Nextiva

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Bitrix24 is the world’s leading call center and CRM software. More than 12 million companies use our platform every day.
Bitrix24 is the world’s leading call center and CRM software. More than 12 million companies use our platform, making millions of phone calls every month, many of them icy-cold. The solution comes with all key professional call center features, CRM and more. Learn more about Bitrix24

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Save time and reduce costs with innovations that reimagine your customer relationships.
Transform your call center with proactive and personalized service. Service teams can exceed customer expectations with accurate purchase history and a full view of prior customer conversations. Give your customers a consistent and efficient service experience on every call with Service Cloud Voice. Agents now have instant access to a complete view of the customer and better tools and insights. That way, they can close cases faster. Learn more about Salesforce Service Cloud

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
GoToConnect Support Center gives supervisors and agents indispensable tools to improve the quality of customer interactions.
GoToConnect combines the power and reliability of Jive's cloud VoIP phone systems with GoToMeeting's web, audio and video conferencing into one simple, reliable and flexible solution. GoToConnect Support Center enhances GoToConnect by giving supervisors and agents indispensable tools to improve the quality of customer interactions. Learn more about GoTo Connect

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
CallHippo is an Easy to Use Phone System while providing world-class support. It can be setup Instant and provide advanced reporting.
CallHippo is a modern Call Center software that helps you connect with your customers. CallHippo is easy-to-use while offering robust functionality with advanced features like Power Dailer and Automatic call distribution. Our Extensive reporting and seamless integrations empower sales and service teams to have effective conversations with customers. Providing World-Class support 24*7 and Accessible by desktop and mobile-app, CallHippo is trusted by over 5000 companies worldwide. Learn more about CallHippo

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX.
NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX. Learn more about NICE CXone

Features

  • Call Recording Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • CRM Software
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard Software
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software

Call Centre Software Buyers Guide

Introduction

Call centre software, also known as contact centre software, is the name given to software solutions designed to assist businesses with managing call centres. Software of this kind is intended to improve efficiency and aid the management of call centre activities, including inbound and outbound calls. Moreover, the best solutions in this category will allow users across Canada to monitor the customer experience, record customer complaints, and oversee employee activities and overall productivity, to optimize responses and outcomes.

Inbound call centre software is primarily associated with customer service and support activities, where it can be used to manage customer complaints, provide solutions to customer problems, and obtain valuable customer feedback. However, this software can also be used to manage outbound calls, including business-to-business or business-to-customer calls made by members of a sales department or calls made by marketing professionals. Call centre software can benefit any Canadian organization that needs to manage sales, marketing, customer service, and other inbound and outbound communications.

Despite the name, most modern call centre software goes beyond providing the tools to manage telephone calls. Instead, the software will allow users to manage inbound and outbound communication across several channels, including telephone, SMS, email, live online chat, instant messaging services, and social media platforms.

Call centre software in Canada can be categorized alongside call recording software and customer service software. However, the collection of data from customers and the focus on managing responses means that many organizations use these solutions in a similar way to customer relationship management software. In some cases, integration with third-party software solutions like these may also be possible, further assisting communication management efforts.

While the features contained within call centre packages can vary from one solution to the next, there are also some core features, the presence of which can help to define this category. The vast majority of call centre applications on the market will allow users to perform the following actions:

  • Automatically assign or distribute inbound and outbound calls to the right employees and departments
  • Create a log of all calls made and received, and store relevant data
  • Record inbound and outbound calls and store the recordings for future use
  • Create a call queue and manage queues so that calls can be managed in a logical order

What is Call Centre Software?

Call centre software is a type of software that is often used by Canadian businesses and other organizations to manage call centre operations. Also known as contact centre software, it can be implemented by customer service teams, sales teams, marketing departments, and various other workers to assist with a variety of activities related to the management of both inbound and outbound calls. These activities include creating and managing call queues, assigning responsibility for calls to individual agents or departments, and creating logs for any calls made or received.

Another crucial component of call centre software involves recording inbound and outbound calls, allowing those calls to be referred to again in the future, primarily for training purposes. This software can also collect valuable information about when calls came in, how long they lasted, etc. Furthermore, the most comprehensive packages will include options relating to other forms of communication, including email and live chat.

Call centre software is sometimes categorized into inbound call centre software, used for customer support activities, and outbound call centre activities, which may be more commonly used by business-to-business (B2B) or business-to-customer (B2C) sales teams, as well as marketing teams. However, many of the best call centre software options combine these two solutions into a single package.

What are the benefits of call centre software?

The benefits of call centre software for Canadian businesses are primarily related to managing both inbound and outbound calls. It can allow organizations to manage communications more effectively and develop better strategies. At the same time, call centre software allows businesses to improve outcomes and boost customer experiences. Nevertheless, it is recommended to examine some of the specific advantages associated with the use of this software, including the following:

  • Improved customer relationships: One of the main benefits linked to investment in high-quality call centre software is the ability to improve relationships with customers. Such improvements can also take many forms directly related to the use of the software. For instance, software with queue management and automatic call distribution functionalities can help to ensure that calls are sent to the right agent and dealt with in a logical order. This can then result in swifter response times and greater customer satisfaction. Meanwhile, the ability to log calls can help improve the quality of future communication with customers because data will be readily available, assisting agents to pick up where the previous agent left off. Moreover, the software can help organizations deliver a much more tailored and personalized experience, potentially leading to lasting loyalty.
  • Better sales and marketing outcomes: In addition to assisting with customer support efforts, call centre applications can also assist businesses with outbound communications. This can be achieved through automatic call distribution, which allocates outbound calls to agents, and call recordings and call logging, which improves the quality of calls. Ultimately, this can improve key areas, such as sales and marketing performance, because communication with clients will be improved. Furthermore, it means that call centre solutions have the potential to boost revenue and deliver better financial results.
  • Enhanced productivity and efficiency: When inbound and outbound calls are managed more effectively, with the responsibility for handling those calls is allocated to the right people, the overall efficiency of a call centre, sales team, marketing team, or customer service department is going to improve. As a direct result, each team member is likely to get through more calls, resolve more problems, make more sales, or close more business deals. With this in mind, investing in call centre solutions can help boost performance, resulting in more work being carried out and less time between a problem arising and it being resolved.
  • More relevant training activities: Another significant benefit associated with the use of call centre programs is the ability of leaders within businesses and other organizations to deliver training. This is primarily achieved through the use of call recording. This is where the audio from telephone conversations with customers or clients is recorded and then used for future training activities. These recorded conversations can allow businesses to use training sessions to explore real situations arising within the workplace. From there, employees can work through what actions were taken by agents on the call, whether alternatives would have been possible, and the best possible approaches to dealing with each issue. Ultimately, this can help make training activities much more relevant than more generalized sessions.

What are the features of call centre software?

The features of call centre applications are primarily based on improving efficiency and quality within a call centre or a similar setting. Canadian organizations that adopt a strategic approach to handling inbound and/or outbound calls are more likely to achieve their objectives. The best call centre solutions can play a valuable role by providing structure, collecting valuable data, and automating some of the more unnecessarily time-consuming processes, resulting in greater efficiency. Although exact features can vary from one package to the next, the vast majority of software options within this category will include the following core and similar features:

  • Automatic call distribution: Capitalize on automation technology so that the responsibility for handling either inbound or outbound calls is automatically assigned to the correct department and the best agent for the job. Through the use of artificial intelligence, call centre software has the potential to learn where to route calls so that the chances of successful resolution are maximized. Furthermore, responsibility for calls can be distributed based on other information, such as agent availability. Not only can this help to reduce workloads or call queues, but it also removes the need for a human to assign responsibility, freeing them up to focus on other activities instead.
  • Call recording: Capture the audio from both sides of a telephone conversation to be referred back on. The most common use for call recording is to provide material for training activities. By recording conversations, an organization can highlight successes and failures when dealing with customers or clients. Other employees can learn from how another agent dealt with a particular issue, while teams can contemplate alternate approaches to conversations that did not go well. This then makes it easier to train employees to achieve peak performance. Generally, once a call has been recorded, it will be stored as an audio file. All of the relevant audio files will usually be able to be accessed from within the software.
  • Call logging and call monitoring: Collect the most crucial data from telephone calls and store this data for it to be accessed in future. Examples of data that can be valuable when collecting call logs include the time of the call, the duration, the employee who handled the call, the telephone number of the client or customer, and whether or not the conversation resulted in a solution or satisfactory outcome. It can be beneficial to have this data available to refer back to so that an organization can identify who handled a call and when it occurred. The information can be used to put a customer or client back in contact with the same call centre agent they were dealing with before. Some of the very best call centre software solutions may perform speech-to-text transcription, allowing a text log of the conversation to be collected and stored.
  • Queue management: Manage the queue of calls coming into a call centre or the queue of outbound calls that need to be made by sales teams. The main features of queue management include the creation of organized call queues. Inbound or planned calls can be organized into the line based on the order they came in or of urgency. Call centre staff will also have the ability to place customers on hold, switch to other calls within the queue, or move calls to a different queue if they could be resolved by a different department. Effective management of a call queue is vital for optimizing efficiency within a call centre. By contrast, inefficient management can result in slow response times, fewer resolutions and unhappy customers.
  • Computed telephony integration: Coordinate and integrate calls utilizing traditional telephone and computer-based technology. This can include combining conventional telephone equipment with more modern VoIP (Voice over Internet Protocol) services. Integration of this kind can allow telephone equipment to be managed using a convenient, computer-based user interface. This can eliminate the need to dial telephone numbers that are stored on company databases and can provide the ability to automatically record and log data from each call. Telephony integration also makes it easier to make telephone calls directly from digital devices.
  • Reporting/analytics: Collect valuable data from calls and utilize it for reporting and analytics functions. The best software in this category will automatically collect data and make it accessible via a user-friendly reporting dashboard. This functionality can allow organizations to better understand the volume of calls they make or receive, and the busiest times of the day, month or year. This can be important for optimizing staffing levels. Additionally, reporting and analytics may be utilized to monitor performance. For instance, call centres may collect response and call times, first contact resolution rates, the average number of calls required to resolve a problem or make a sale, etc. From there, areas for improvement can be identified and worked on. Solutions with this feature can also be used in place of standalone call centre reporting software.

With the Capterra call centre software directory, users can sort the available options based on the features included within that package. It provides decision-makers to optimize their search and begin the process by only seeing software solutions containing the major features they need. Following the removal of unsuitable options, it becomes significantly easier to sort through the viable options and find the most suitable solution.

What should be considered when purchasing call centre software?

When purchasing call centre management software, many different factors need to be considered, and it can be important for buyers to prioritize the factors that matter most to them. Generally speaking, a good way for organizations to approach this is to ask questions and come up with answers while factoring in their specific circumstances. Some examples of the kinds of questions that should be asked and answered include:

  • How much does call centre software cost? The issue of price is always a factor when acquiring software of any kind, but those seeking out call centre solutions need to think beyond the basic purchasing price. Instead, it is better to try to consider the total cost of ownership, as well as the cost of long-term use. This results in it being easier to compare cloud-based call centre software, where there is a subscription fee, with on-premise software, where there is an upfront price to acquire the software licence. However, it also means decision-makers can factor in some of the long-term costs that are sometimes overlooked, with examples including the cost of installing and otherwise implementing the software, the costs associated with data storage, training staff to full competency, and acquiring technical support and software updates. It is also vital to consider the concept of value rather than simply looking for the cheapest solution. A high-quality solution, which functions well and provides features that will make it useful for years to come, is likely to be a better purchase than a cheaper solution, which has basic functionality and may require an upgrade in the short-term future.
  • What is the best deployment option? The concern of whether cloud-based or on-premise software is better must also be considered when acquiring software of this kind. The on-premise vs cloud debate needs to be approached with an understanding of what is required within a particular organization and what the priorities are. Cloud-based options are generally delivered on a Software-as-a-Service (SaaS) basis, meaning a third-party software provider manages and delivers the software off-site, using cloud technology for data storage. There are several key benefits to this approach, including the ability to access the software with more devices, remote accessibility, data security benefits, and lower startup costs. Furthermore, cloud-based software is typically paid via a yearly or monthly subscription, and this means the long-term costs, while predictable, can end up higher. With on-premise deployment, the software is installed on-site, and the buyer takes responsibility for data storage. The software purchaser must also take specific security steps, and a one-off fee is paid to acquire the software licence. This means that startup costs are higher, and long-term costs can be more unpredictable because new security measures that need to be taken are not factored into the expenses in the same way as with a SaaS subscription. However, there is a greater sense of personal control, and the long-term costs can end up lower due to the lack of subscription fees.
  • Does call centre software provide multi-channel support? Next, buyers need to explore whether or not the solutions they are considering will provide multi-channel support. The focus of most solutions in this category will be on managing inbound and outbound telephone calls, and the core features are likely to be geared towards this. Yet, the realities of modern call centre work are often more complex than this. In many organizations, call centre staff also need to deal with communication from other channels, including emails, social media, live online chat functions, and instant messaging apps. This can make it beneficial to find software solutions that allow communication from different channels to be stored in one place and accessed alongside data related to telephone calls. When this is possible, sales, marketing, and customer service activities can become far more effective, as relevant information can be utilized, rather than relying on a single communication channel.
  • What third-party integrations are available? It is also worth taking the time to think about possible integration options with third-party software solutions. For example, connecting a call centre solution to a customer relationship management software package could help to make the customer experience more seamless and may assist agents by providing them with more information about a customer and their past interactions with the business. The precise third-party integration options that are required will depend on the other software solutions being used. However, a call centre package that allows integration with third-party software can be extremely valuable.

The most relevant software trends related to call centre applications also need to be thought about before making a purchasing decision. Software that has been designed without any awareness of the latest trends is unlikely to provide all of the tools an organization needs, and the long-term value of the software is going to be limited. By contrast, software created with an understanding of the latest trends is more likely to retain its value over the long term, and it is more likely to achieve what a buyer needs. Some of the main relevant trends include the following:

  • Remote and hybrid work: According to a 2020 survey by Capterra, 30% of Canadian employees started working from home during the pandemic. The rise of remote and hybrid working models is one of the most significant trends affecting the software. For call centres, it is becoming increasingly common for employees to have the freedom to work from home or the ability to move between office-based and home-based work. For this to be successful, call centres need to invest in software that can handle the related demands. In general, the shift towards remote accessibility has led to increased adoption of cloud-based software because it provides numerous accessibility benefits. Furthermore, remote accessibility has increased the importance of utilizing VoIP services because moving telephone equipment between the office and employees' homes is inefficient.
  • Use of machine learning: The use of machine learning technology is already affecting customer relationship management (CRM) software solutions and is going to have an increased presence within call centre solutions in the years to come. Machine learning can potentially automatically analyze data and highlight relevant actions that may need to be taken. For instance, machine learning could alert an organization if sales targets are in danger of being missed or if customer service resolution times are increasing. Alternatively, machine learning could be used within automated call distribution, with the technology gradually learning which agents are best at resolving different types of problems. This can then result in major improvements to the customer experience.
  • Deployment of AI chatbots: There has been a shift away from voice-based customer interactions recently, with instant messaging apps and live chat functions helping to reduce the burden on call centre agents. This trend has also been aided by the emergence of chatbots powered by artificial intelligence. As this trend continues to expand, call centre software is likely to place a greater focus on integrated functionality. In general, chatbots are a good first point of contact because they deliver rapid response times on a 24/7 basis. However, they can screen customers and collect the most important information before speaking to an agent. When coupled with call centre software, this could mean using chatbots to handle initial customer contact and then generating a log of the conversation. This chatbot conversation can be automatically sent to call centre agents if the issue needs to be escalated to a human level.

Sources:

The features highlighted were identified based on their relevance and the percentage of products in Capterra's directory that offer them. The following sources were used for this document:

  1. Workplace wellness: Almost 3 in 4 Canadian remote workers report burnout - Capterra Canada Blog (Date accessed: Monday, October 24, 2022)

  2. How implementation of machine learning can help SMEs - Capterra Canada Blog (Date accessed: Monday, October 24, 2022)