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Move your contact center transformation forward with quality management, AI-powered automation, and digital customer service. Learn more about Qualtrics CustomerXM
Qualtrics brings together omnichannel analytics and AI-powered automation to help you understand customers better than ever, respond in the right ways every time, and keep every customer happy — all while reducing the cost to serve. Learn more about Qualtrics CustomerXM

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Twilio Flex is a fully programmable cloud contact center platform that gives businesses complete control at every layer of the stack. Learn more about Twilio
Twilio Flex gives companies complete control over how, when and what they deploy. Built on the trusted Twilio customer engagement platform that powers over a half million agents today, Twilio Flex helps businesses rapidly deploy tailored cloud contact centers free from the limitations of SaaS applications. Easily augment your existing contact center with remote agents, new channels, or an intelligent IVR and chatbot, or move your entire contact center to the cloud. Learn more about Twilio

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Cloud Contact Center with Practical AI- Inbound, Outbound, ACD, IVR, Predictive Dialer, Chat, Call Recording, and CRM Integrations. Learn more about Five9
Five9 is the all-in-one call center software that uses Practical AI to increase your team's effectiveness on the phone, web, email, chat and more. Use smart dialers to give your agents more time with live prospects. Get your customers to the right agent with intelligent routing. Use customer intent data to suggest the next best action to your agents. Analyze and report on performance in real-time. All with 24/7 customer support. See why 2000+ customer trust Five9. Learn more about Five9

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Call Center solutions for SMB's to Global multi-site Enterprises. Microsoft Teams certified. Options: Cloud, Hybrid, or On-Prem. Learn more about Enghouse Contact Center
A highly reliable, certified secure, feature-rich call center solution that delivers optimal customer experiences (CX), by quickly and easily connecting resources across your organization to resolve customer needs, no matter what channel or device they prefer. Microsoft Teams Certified, open-standards-based, operationally flexible, AI & video-enabled, ensures easy deployment of features and functionality to deliver services as customers expect. Available Options: Cloud, Hybrid, or On-Prem. Learn more about Enghouse Contact Center

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
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 14,000+ 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

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Feature-rich, flexible, hosted call center software (inbound and outbound) that is very easy to deploy, manage and use everyday. Learn more about ChaseData CCaaS
ChaseData CCaaS software offers leading-edge technology and value for call centers with 5 or more agents. Superior performance, support service, and user-friendly interfaces make ChaseData CCaaS the clear choice for your business needs. Outbound predictive dialing, queued progressive dialing and managed preview dialing are combined in one powerful software suite which easily integrates with a multitude of third-party applications. Contact us today to request a free demo. Learn more about ChaseData CCaaS

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
GoToConnect Support Center gives supervisors and agents indispensable tools to improve the quality of customer interactions. Learn more about GoTo Connect
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

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer Learn more about Salesforce Service Cloud
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

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Easy-to-use, full-featured Outbound Call Center Software from the cloud with many advanced features, but no set-up or monthly agent fee Learn more about Dialfire
Easy-to-use Outbound Call Center Software with performant predictive dialer from the cloud. Highly reliable and secure. Boosts productivity through customizable forms, multi-step campaigns with automated workflows, blended inbound, real-time personalizable analytics, call monitoring and recording. Integrates with existing software through REST API. Supports outsourcing to sub-contracted call centers. Ideal for distributed offices. Pay per use. No set-up cost, no agent seat fee. Learn more about Dialfire

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Squaretalk is a versatile cloud communications platform that empowers your sales and support teams to work effectively from anywhere. Learn more about Squaretalk
Versatile and secure call center software with automations and integrations made simple. So simple, you’ll have time for the other parts of your business. Affordable, scalable and easy-to-use communications platform provides your sales and support teams with powerful tools to work effectively, from anywhere, and via the channels your customers prefer. Seamlessly connect all of your favorite tools like Zoho, Salesforce, or other popular CRMs with our native integrations or custom API. Learn more about Squaretalk

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Powerful OUTBOUND CALL CENTER platform. Reach 4x more leads w/ NO awkward pause. No set up fees. Free trial (no credit card needed). Learn more about PhoneBurner
PhoneBurner is for OUTBOUND CALL CENTERS. Have more LIVE conversations in 15-minutes guaranteed! We're so confident you'll boost outbound sales with our power dialer, you can use our full product for FREE without a credit card. Here's why we're confident: 1) Dial leads 4x faster 2) No awkward pauses after contact answers 3) Drop voicemails/emails in 1-click 4) Automate post call workflows 5) No special equipment needed. Powerful yet easy to use! Learn more about PhoneBurner

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
LiveAgent helps businesses thrive in customer service. Create a customer community, increase customer satisfaction and succeed! Learn more about LiveAgent
LiveAgent can help you answer inbound customer calls and integrate call center functionality into an all-in-one multi-channel help desk solution. Centralize phone calls from your website or landline into a single place. Choose your VoIP provider, connect unlimited SIP trunks and local numbers, route and record calls. With LiveAgent, providing world-class customer service is easy. Start your 14 day free trial, no credit card required. Learn more about LiveAgent

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Bitrix24 is#1 free CRM and call center software used by over 8 million companies. 100% free for up to 12 agents. Cloud and open source. Learn more about Bitrix24
Bitrix24 is free call center software unlike any other. If you choose a cloud version, you can start calling and receiving phone calls within minutes. You pay only if you need to have more than 12 employees, want to rent a phone number, SIP connector or use Bitrix24 telephony for outbound calls. You can also purchase self hosted editions of Bitrix24 if require source code access or would like to deploy Bitrix24 on premise. Learn more about Bitrix24

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
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

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Kixie is the sales engagement platform that boosts sales team performance with ultra-reliable, easily-automated calling & texting. Learn more about Kixie PowerCall
Better Sales, Made Simple. Kixie is the sales engagement platform that boosts sales team performance with ultra-reliable, easily-automated calling and texting for Hubspot, SalesForce, Zoho, Pipedrive, and leading CRMs. Supercharge your CRM into an automated sales machine with intelligent autodialing, seamless CRM integration, and Enterprise phone service. Start making calls in 3 minutes with no hardware and a 100% free trial. Learn more about Kixie PowerCall

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Predictive, Power, and Preview Dialer with Built-In Web Phone, CRM, and Dedicated In-House Support Team. Learn more about CallTools
Unify your inbound calls and outbound dialing on a single platform. Close the gaps between departments with a combined approach to your companys call center software. Simplify the way you manage your call center. From call logs and call recordings to real time reports and live agent monitoring, cloud-based call center software from CallTools.com covers it all. In-house customer support and development teams keep you informed and the software up to date. Learn more about CallTools

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Shelf is an AI first knowledge platform that helps businesses compete with fast answers to customer and employee questions Learn more about Shelf
Shelf is an AI first knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf MerlinAI listens for questions and instantly suggests the best answers in search, self-service portals, web forms, chat, CRM, support apps, and contact center platforms. Identify gaps between questions and answers with Shelf analytics. Automate content publishing to every channel. Rated #1 for ease of use. Learn more about Shelf

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Dramatically increase contact and lead conversion rates with Convoso's omnichannel contact center software. Learn more about Convoso
Convoso's cloud-based, omnichannel predictive dialing software is the most complete solution on the market for outbound call centers with 20+ seats. Our industry-leading Answering Machine Detection rate - 97% accurate - coupled with our new Caller ID reputation management initiative means your agents will connect with real people - and not flagged as 'Scam Likely'. Factor in our intuitively automated workflows and see your contact rates increase by 3-4X when you switch to Convoso. Learn more about Convoso

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
AVOXI, a global communications platform, provides voice, messaging, and contact center – all within one platform. Learn more about AVOXI
AVOXI, a global communications platform, provides voice, messaging, and contact center – all within one platform. Giving international businesses the local presence they need to easily scale with their customers, AVOXI offers feature-rich voice technology with unparalleled coverage, quality and reliability. Learn more about AVOXI

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
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

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Predictive Dialer Software for inbound and outbound calls management. Key Features: Predictive Dialer, Auto Dialer, ACD, & many more. Learn more about HoduCC
HoduCC- Call Center Software starts with 10 seats. We install the software on customer's server. Brands like UNICEF, Vistaprint and Brother Printers use HoduCC. Call Center Software is the ultimate solution to manage your call center services. Whether you are looking to make outbound calls, manage incoming calls, or track key call center metrics, HoduCC will be able to help.Key Features: Predictive Dialer, Auto Dialer, ACD, Multi-Tenant, WebRTC Phone, Multi-Level IVR, Skill Based Mapping & More. Learn more about HoduCC

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
LiveVox is a next-generation contact center platform integrating omnichannel communications, CRM, Practical AI, and WFO in one solution Learn more about LiveVox
LiveVox (Nasdaq: LVOX) is a powerful, next-generation contact center platform that powers more than 14 billion interactions a year. With 20 years of cloud experience and expertise, they seamlessly integrate omnichannel communications, CRM, AI, and WFO to deliver exceptional agent and customer experiences. Their reliable, easy-to-use technology helps maximize contact center performance, along with their battle-tested risk mitigation and security tools to help clients maximize their potential. Learn more about LiveVox

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Predictive Dialer With Integrated Web-Phone and Call-Center Solutions. Learn more about eTollFree
eTollfree Predictive Dialer with Integrated Web-Phone and Call-Center Solutions. Build a Personalized Communication Solution to Fit Your Needs. Learn more about eTollFree

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Get Unlimited Minutes, Text Messaging, and Video Conferencing starting at $16/mo***** Save up to 80% off business VoIP today! Learn more about VirtualPBX
Power your business with award-winning Talk, Text, and Video by VirtualPBX. Cut your business phone bill by 80%. Turn any location into a productive office using desk phones, computers, or smartphones . Plus, you can easily greet customers using our Auto Attendant, route calls by the department, start a video conference call, and more! For as low as $16 per month, VirtualPBX is your one-stop-shop for trusted VoIP. Learn more about VirtualPBX

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
SpitFire Enterprise Call Center Software: Easy to Install, Operate & Upgrade. Agents can login for anywhere in the world on any device. Learn more about SpitFire
What makes SpitFire different than other predictive dialers? SpitFire Enterprise is the only contact center software offering: Cloud, Premise or Hybrid call center solutions. 5 dialing modes: Predictive, Fixed Rate, Quick Connect, Preview & Manual Dialing options! Integrate your CRM or PBX or use the SpitFire API to fully customize your call center. OPC Marketing is all under one roof in Addison, Texas where we develop, we deliver and we support! Learn more about SpitFire

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Robust platform enables equipment cost savings, higher conversions, decreased turnover, simplified scaling, and higher quality agents. Learn more about PanTerra Networks
Streams' built-in call center capabilities improve customer satisfaction, responsiveness and customer retention. Cloud-based call centers allow businesses to provide support or other functions to global customers in convenient time-zones, while at the same time reducing the overhead involved in running a traditional call center. Benefits include: facility and equipment cost savings, higher conversion rates, decreased agent turnover, simplified temporary scaling, and a higher quality agent pool. Learn more about PanTerra Networks

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Hosted Call Center Applications built to our customer's needs. Proprietary sip trunk technology that delivers higher contact rates. Learn more about Dialing Innovations Call Center Application Suite
Dialing Innovations provides hosted services in the call center applications, sip trunking, and hosted phone systems space. Dialing Innovations has 4000+ customers around the world. With Dialing Innovations customers see massive reductions in costs and dramatic increases in production. Learn more about Dialing Innovations Call Center Application Suite

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Call center tool including video calls, progressive & predictive dialer, SMS campaigns, reporting & Google Calendar synchronization. Learn more about Neotel Call Center Software
Neotel Software Call Center, offers an easy to use solution, without the need for installation, which will provide you with the control of your company's commercial activity. It has: WebRTC line, Call Recording, Leads window, Sending email from leads archive, Progressive and predictive dialer, Customizable script, Statistics module, SMS campaign, Monitoring, spying and whispering, Reporting, Dynamic signaling and Blacklisting. Additional services include:Third-party verification, and many more Learn more about Neotel Call Center Software

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Dextr is a contact center as a service (CCaaS) solution powered by Amazon Connect, that enhances call center while reducing costs. Learn more about Dextr
Dextr is a contact center as a service (CCaaS) solution powered by Amazon Connect that combines a full-featured agent call control and supervisor interface with a rich library of cloud services at an extremely affordable pay-per-use price. Unlike expensive and time-consuming custom development, Dextr deploys immediately, enhances the expanding capabilities of Amazon Connect, and costs a fraction of traditional solutions Learn more about Dextr

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
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

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
We are specialized in integrations, offering a highly customizable solution that quickly and easily interconnects with any third party. Learn more about Gridbees
Gridbees aggregates their very heterogeneous flows, harmonizes them and processes them for forwarding them to the front office in a homogeneous manner, increasing the efficiency and performance of e-merchants. The end consumer will thus benefit from a smooth shopping experience. Connectivity, technical know-how, support, agility and flexibility: these assets allow us to provide you with a real digital toolbox, modular and customizable, dedicated to the sales path. Learn more about Gridbees

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
The Integrated Contact Center Agent Desktop Optimized to Adapt to Your Specific Business Needs. Learn more about NovelVox Unified Agent Desktop
With an excellent 98.7% customer retention rate and more than a decade of expertise in providing formidable contact center services to various industry leaders, NovelVox has been consistently delivering best-in-class industry specific solutions. We recognize and understand that every industry, every customer is different and our strength lies in providing customizable, easy to use, focused solutions to our clients—so that they deliver exceptional customer experience. Learn more about NovelVox Unified Agent Desktop

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Smart CTI Connector is a Cisco, Avaya, and Genesys compatible connector that provides agents access to relevant customer information. Learn more about Smart CTI Connector
Smart CTI Connector is a Cisco, Avaya, and Genesys compatible connector that provides agents access to relevant customer information. Learn more about Smart CTI Connector

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Fastcall is a Salesforce CTI solution that helps Salesforce users manage inbound and outbound calls, videocalls and texts. Learn more about Fastcall
Fastcall Salesforce CTI is a call center solution powered by Twilio. Increase productivity & improve customer service with advanced features such as Call Routing, IVR, Call Recording, Omni-Channel, SMS & MMS. High-Velocity Sales and Call Insights. Fastcall is an Easier Way To Manage & Automate Phone / SMS / Video In Salesforce. Fastcall is a Salesforce native app and Salesforce licenses are required. Learn more about Fastcall

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience.
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience. Make meetings more interactive and engaging • Reduce disruptions with background noise removal and voice enhancement • Enable audiences to share their reactions with animated emojis and gesture recognition • Improve audience engagement with next-gen dynamic polling and Q&A by Slido • Customize the stage layout to focus on the content and people that matters most Learn more about Webex

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
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

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Freshdesk is an easy-to-use customer service software that helps over 50,000 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 50,000 customers, including Bridgestone, HP, Harvard University, and DHL. Learn more about Freshdesk

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Zoho Desk can help businesses manage customer communication over phone, email, live chat, SMS text, social media and more.
Zoho Desk can help businesses manage customer communication over phone, email, live chat, SMS text, social media and more. It also helps you assign calls to your agents based on their department or team, automatically route calls to agents that the customer is familiar with, and enables you to maintain consistency of service to build meaningful customer relationships. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Learn more about Zoho Desk

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Complete cloud phone system that is easy to set up and easy to manage.
RingCentral MVP is a cloud-based business communications system with enterprise-grade voice, fax, text, online meetings, conferencing, and collaboration. With RingCentral MVP, you can easily connect your office, remote and mobile employees under one phone system, regardless of their location. Unlike expensive, conventional phone systems, RingCentral MVP is purchased, activated, set up, and managed online, which means we manage it and you use it. Learn more about RingCentral MVP

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations.
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. Learn more about Talkdesk

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
NICE CXone is the world's #1 cloud customer experience platform. Delivering omnichannel routing, analytics, workforce optimization, automation, and AI, CXone empowers organizations of all sizes to provide exceptional customer experiences. Learn more about NICE CXone

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Easy to set up, easy to use. Dialpad Call Center Software is feature-packed, affordable, secure, reliable, and backed by 24x7 support.
Easy to set up, easy to use. Affordable, feature-packed, cloud-based. Dialpad's call center software improves customer experience and agent effectiveness, resulting in better conversations. Monitor and coach agents from anywhere with robust analytics dashboards. Automate tasks and capture insights to save time. Improve CSAT, FCR, close tickets, and keep your customers happy. Use real time recommendations to boost agent confidence and give them answers they need to help customers in the moment. Learn more about Dialpad

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM Call Center Software - Call center CRM software helps your customer support team with powerful tools to close tickets faster, ensure customers are successful using your product. Features with advanced telephony integrations, Outbound calls, Inbound calls, Call routing, Help desk ticketing, Tag-based calling, Help desk groups, Call recording, Call notes, Call scripts, Call reports and many more. Learn more about Agile CRM

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
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

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Affordable, Easy and Reliable VoIP Phone System - Mobile Integration, Web & Video Conferencing and 40+ business critical features.
Leading business VoIP platform offers a plug-and-play service that runs on your high-speed internet. You get 40+ business-critical features, mobile integration, and built-in collaboration tools. Activation is easy, no onsite installation is required, and month-to-month contracts are available. And the service is backed by a full team of Vonage Business service and technical professionals. Learn more about Vonage Business Communications

Features

  • Automatic Call Distribution
  • IVR / Voice Recognition
  • Outbound Call Center
  • Inbound Call Center
  • Blended Call Center
  • Computer Telephony Integration
Canada Local product
A cloud-based communication platform that helps businesses manage calls, chats, audio/video web conferencing, and screen sharing.
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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)