Are you looking for the best call center software in India for small businesses? If yes, you are in the right place.
In India, the call center business has grown exponentially in recent years. Many companies from developed countries like the United States, the United Kingdom, Canada, and Australia outsource human resources from India because of the availability of considerably cheap and effective manpower. To run a call center business, it is crucial to select the proper call center software that fits your exact requirements.
What is Call Center Software?
Call center software is a suite of tools and applications designed to facilitate efficient inbound and outbound communication in call center environments. It helps businesses to effectively handle and expedite consumer contacts via phone calls, emails, live chats, and social media platforms.
This software typically includes features such as automatic call distribution (ACD), interactive voice response (IVR), call recording, call monitoring, real-time analytics, and integration with customer relationship management (CRM) systems. Call center software plays a crucial role in enhancing customer service, optimizing agent productivity, and improving overall operational efficiency in contact center operations.
Benefits of Call Center Software
The benefits of call center software are numerous and impactful, contributing to enhanced customer service, improved agent productivity, and streamlined operations. Here are some key benefits:
⇒ Improved Customer Service
Call center software enables businesses to provide prompt and efficient customer support through various channels like voice calls, emails, live chats, and social media. This enhances customer satisfaction and loyalty.
⇒ Efficient Call Routing
Automatic call distribution (ACD) features in call center software ensure that incoming calls are routed to the most appropriate agent based on predefined criteria, such as skills, availability, and customer priority.
⇒ Enhanced Agent Productivity
Call center software equips agents with tools like call scripts, knowledge bases, and customer history, enabling them to resolve queries more effectively and handle a higher volume of calls.
⇒ Real-Time Monitoring and Reporting
Call center software provides supervisors with real-time visibility into call queues, agent performance, and key metrics like average handle time and first call resolution. This allows for timely intervention and performance improvement.
⇒ Cost Savings
By automating call routing, optimizing agent utilization, and reducing call handling times, call center software helps organizations achieve cost savings in terms of operational efficiency and resource utilization.
⇒ Scalability
Cloud-based call center software offers scalability, allowing businesses to easily scale up or down based on fluctuating call volumes and business needs without the need for significant infrastructure investments.
⇒ Integration with CRM Systems
Integration with customer relationship management (CRM) systems enables seamless access to customer data and interaction history, empowering agents to deliver personalized and contextually relevant customer experiences.
⇒ Multi-Channel Support
Modern call center software supports multiple communication channels, such as voice, email, chat, and social media, enabling businesses to engage with customers across their preferred channels.
⇒ Compliance and Security
Call center software helps businesses adhere to regulatory requirements and maintain data security and privacy standards through features like call recording, encryption, and access controls.
⇒ Customer Insights
Advanced analytics capabilities in call center software provide valuable insights into customer behaviour, call trends, and performance metrics, helping businesses make data-driven decisions to optimize their customer service operations.
List of 25 Call Center Software in India
1. Freshcaller
Freshcaller, launched in 2017, is a cloud-based call center software developed by Freshworks Inc., a leading provider of customer engagement software. With a focus on modernizing customer conversations, Freshcaller aims to empower businesses, including BPOs (Business Process Outsourcing), with scalable and flexible call center solutions.
Key Features:
- Cloud-Based Platform
- Multi-Level IVR
- Automatic Call Distribution (ACD)
- Call Recording and Monitoring
- Real-Time Analytics
- Integration Capabilities
- Global Phone Numbers
2. Zendesk
Zendesk, founded in 2007, has evolved into a comprehensive customer engagement platform. It is a trusted cloud-based customer service software solution. This call center software is extremely easy to use and is recommended by users worldwide. Since it is cloud-based, Zendesk can be accessed from anywhere and from any device. Zendesk offers a subscription plan along with the option of a free trial.
Key Features:
- Omnichannel Support
- Integration Capabilities
- Real-time Analytics
- Automation and AI
3. Genesys PureCloud
Genesys PureCloud is an all-in-one cloud contact center solution. It helps the user to manage multichannel customer interactions as one single conversation. Genesys, a prominent player in the customer experience and contact center solutions industry, introduced PureCloud as part of its innovative cloud-based offerings. PureCloud combines features such as automatic call distribution, omnichannel support, and workforce optimization tools. Genesys PureCloud provides customers with a subscription plan with an option of a free trial.
Key Features:
- Scalability
- Omnichannel Support
- AI-Powered Automation
- Workforce Optimization
4. Exotel
Exotel is a leading cloud communication platform that offers a suite of solutions tailored to the needs of business process outsourcing (BPO) companies in India. With its cloud-based infrastructure and advanced features, Exotel enables BPOs to manage their communication channels efficiently, streamline operations, and deliver exceptional customer experiences. This call center software is created by Exotel Techcom Pvt Ltd based in Bangalore.
Key Features:
- Virtual Numbers
- Automatic Call Distribution (ACD)
- IVR (Interactive Voice Response)
- Call Recording
- Real-time Analytics
- Integration Capabilities
- Scalability
5. MyOperator
MyOperator offers cloud-based call management solutions with features such as virtual numbers, call tracking, call recording, and real-time reports. It caters to various industries, including BPOs, seeking to optimize their call center operations. MyOperator’s platform is known for its user-friendly interface, robust call analytics, and integration with CRM and helpdesk tools, enabling BPOs to deliver exceptional customer experiences.
Key Features:
- Cloud-based call management solutions
- Virtual numbers, call tracking, call recording
- Real-time reports
- Integration with CRM and helpdesk tools
6. Ozonetel
Ozonetel offers cloud contact center software with features like automatic call distribution, IVR, call recording, and real-time monitoring. It caters to enterprises and SMBs across various industries, including BPOs, seeking to enhance their customer engagement. Ozonetel provides omnichannel support, scalable solutions, and customizable workflows, empowering BPOs to efficiently manage their communication channels and deliver superior customer service.
Key Features:
- Cloud contact center software
- Automatic call distribution, IVR, call recording
- Real-time monitoring
- Omnichannel support
7. CallHippo
Established in the year 2006 in the United States, CallHippo is a powerful and easy-to-use VoIP-based Virtual Phone System. It provides a very good connection, audio quality, and customer service. It also allows seamless integration with platforms like Zoho CRM PLUS, Pipedrive, Zapier, etc The pricing also is simple and less complicated. The basic plan is free. Find below the pricing structure of CallHippo.
Key Features:
- Cloud-based virtual phone system
- Call forwarding, IVR, call recording
- Real-time analytics
- Integration with CRM and helpdesk tools
8. Ameyo
Ameyo call center software is a product of Gurgaon-based Drishti-soft Solutions founded in 2003. It is an all-in-one software-based communication solution that manages end-to-end customer journeys and consistently delivers exceptional customer experiences. This call center software enjoys a wide range of customers on a global level with over 1500+ installations across more than twelve industry verticals including Banking, BPO, E-commerce, Financial Services, Telecom, Travel & Tourism, Healthcare, and Retail.
Key Features:
- Omnichannel contact center software
- Automatic call distribution, IVR, CRM integration
- Real-time reporting
- Customizable workflows
9. Ameyo
Ameyo is an omnichannel contact center software that provides features such as automatic call distribution, IVR, CRM integration, and agent scripting. It caters to businesses of all sizes, including BPOs, seeking to streamline their call center operations. Ameyo offers multichannel support, intelligent routing, real-time reporting, and customizable workflows, enabling BPOs to optimize their customer interactions and enhance operational efficiency.
Key Features:
- Omnichannel contact center software
- Automatic call distribution, IVR, CRM integration
- Real-time reporting
- Customizable workflows
10. JustCall
JustCall is a cloud-based phone system with features like call forwarding, IVR, call recording, and SMS integration. It is suitable for small and medium-sized businesses, including BPOs, looking to improve their communication capabilities.
JustCall offers easy setup, affordable pricing plans, and integration with CRM systems, making it a convenient solution for BPOs seeking to streamline their communication processes.
Key Features:
- Cloud-based phone system
- Call forwarding, IVR, call recording
- SMS integration
- Integration with CRM systems
11. VICIdial
VICIdial is an open-source call center software with features like inbound and outbound calling, IVR, call recording, and agent scripting. It is customizable and suitable for businesses of all sizes, including BPOs, looking for a cost-effective solution. VICIdial offers customizable features, cost-effective solutions, and community support, making it a popular choice among BPOs seeking flexibility and control over their call center operations.
Key Features:
- Open-source call center software
- Inbound and outbound calling, IVR
- Call recording, agent scripting
- Customizable features
12. Knowlarity
Knowlarity offers cloud-based communication solutions, including call center software, virtual numbers, and IVR systems. Its call center software provides features like call routing, IVR, and call recording, catering to the needs of BPOs and other businesses. Knowlarity provides reliable service, advanced call analytics, and CRM integration, enabling BPOs to enhance their customer engagement and streamline their communication processes.
Key Features:
- Cloud-based communication solutions
- Call routing, IVR, call recording
- Advanced call analytics
- CRM integration
13. Asterisk
Asterisk is an open-source framework for building communication applications, including PBX, IVR, and call routing. It offers flexibility, scalability, and cost-effectiveness for businesses, including BPOs, seeking customizable solutions.
Asterisk’s key features include flexibility, scalability, and cost-effectiveness, making it a preferred choice for BPOs looking for a customizable and budget-friendly communication solution.
Key Features:
- Open-source framework for communication applications
- PBX, IVR, call routing
- Flexibility, scalability
- Cost-effectiveness
14. Nexmo
Nexmo, the Vonage API platform, offers cloud communication APIs for voice, messaging, and authentication. It provides features like voice calling, SMS, and virtual numbers, catering to the communication needs of BPOs and other businesses.
Nexmo offers reliable service, global reach, and developer-friendly APIs, enabling BPOs to build and scale their communication applications effectively.
Key Features:
- Cloud communication APIs
- Voice calling, SMS, virtual numbers
- Reliable service, global reach
- Developer-friendly APIs
15. MCube
Mcube is a Bangalore-based software organization. This leading call center software is just not a business telephony system. MCube is a cloud-based integrated communication platform that delivers an array of powerful automated call management applications such as Business Helpline, Virtual PBX, Call Tracking, and telephony integrated marketing automation tools such as Lead Management and Support Management.
Key Features:
- Cloud-based contact center software
- Automatic call distribution, IVR, call recording
- Real-time analytics
- Integration with CRM systems
16. ZohoDesk
Zoho Desk is a cloud-based call center software. Zoho Desk supports multiple telephony providers and phone bridge integrations. You can call or receive phone calls without having a telephone. The software saves conversation history thereby helping customer support people to have a look at previous conversations, In addition, it allows setting rules that can automatically convert missed calls into tickets. This will help in assigning all phone calls to a particular agent for each department.
Key Features:
- Cloud-based helpdesk software
- Ticketing, knowledge base, live chat
- Social media integration
- Multichannel support
17. Aavaz
Aavaz is a product of United States-based Tekege Solutions Pvt. Ltd. This popular Call Center software offers affordable inbound, outbound, and blended call center platform to users. The software is designed to be scalable. It includes a variety of functionality tailored to the individual requirements of marketing, sales, and customer support departments. Aavaz works as your web-based contact center.
Key Features:
- Cloud-based call center software
- Automatic call distribution, IVR, call recording
- Real-time monitoring
- Customizable call flows
18. Aspect Unified
Aspect Unified is an Australian-based software-providing company with a branch in India. Aspect’s Call Center software claims to deliver a seamless experience across every channel and every touchpoint without missing a beat whether in the cloud or on-premises. The service ranges from mobile and IVR self-service to agent-assisted conversations. It also provides inbound and outbound voice, email, SMS, chat, and social services. The user gets all features while leveraging customer profiles and preferences to drive personalized interactions.
Key Features:
- Comprehensive contact center solution
- Omnichannel support, workforce optimization
- Integration with CRM systems
- Advanced analytics
19. KooKoo
Kookoo is powered by Ozonetel Communications, based in Canada. They have their office in India in Hyderabad. KooKoo is a cloud telephony platform that offers features such as IVR, call recording, and SMS integration. It caters to businesses, including BPOs, seeking to automate and manage their communication processes effectively. KooKoo provides easy integration with CRM systems, customizable call flows, and real-time analytics, empowering BPOs to improve customer interactions and operational efficiency.
Key Features:
- Cloud telephony platform
- IVR, call recording, SMS integration
- Integration with CRM systems
- Customizable call flows
20. UniVersus
Universes call center software is created by Alliance Infotech based in Delhi. Alliance Call Center solution has all the features of a modern call center providing inbound call handling for customer care as well as outbound for telesales and order management, technical support, directory service, debt chasing, and customer follow-up applications offering process-based flexibility.
Key Features:
- Cloud contact center software
- Automatic call distribution, IVR, call recording
- Real-time monitoring
- Integration with CRM systems
21. Dialarindia
Dialarindia is created by Avyukta Intellicall Consulting Pvt. Ltd based in Jaipur. They are providing customers with Call Center Solutions. Strong domain expertise and extensive technical skills enable Avyukta Intellicall to provide high-quality IT solutions & services to its valued call centers and BPOs. Avyukta Intellicall provides innovative, effective, and high-quality Call center Services to customers worldwide.
Key Features:
- Cloud-based call center software
- Automatic call distribution, IVR, call recording
- Real-time analytics
- Integration with CRM systems
22. Arcane Lite
Arcane Lite call center software is created by Delhi-based Alliance Infotech. It is a compact, innovative, state-of-the-art USB recorder for both Inbound and Outbound Telephone Calls. The software interfaces with analogue phone lines and provides everything you need to record, store and manage telephone conversations with ease.
Key Features:
- Cloud-based contact center software
- Automatic call distribution, IVR, call recording
- Customizable call flows
- Integration with CRM systems
23. Five9
Five9 is an all-in-one cloud contact center solution provider all across the world. This software supports both inbound and outbound contact centers throughout the world. Five9 is powered by Practical AI. Customer care personnel can support you across phone, email, chat, mobile, social, and through many more mediums.
Key Features:
- Cloud contact center software
- Automatic call distribution, IVR, predictive dialer
- Omnichannel support
- Integration with CRM systems
24. LiveAgent
LiveAgent is one of the most popular online live chat platforms for small and mid-level e-commerce businesses. The software offers platforms for a live chat application, ticket management, online self-service portals change and license management, etc.
One important feature of this software is that valuable data can be retrieved and analyzed long after the telephone conversation has faded from memory. Finally, when choosing a call center software, you must be clear about your requirement. We hope this list will provide you with input in deciding on which software to go about.
Key Features:
- Cloud-based helpdesk software
- Ticketing, live chat, social media integration
- Multichannel support
- Automation capabilities
25. EasyGoIVR
EasyGoIVR is a cloud-based interactive voice response (IVR) system that offers features such as call routing, IVR customization, call recording, and real-time analytics. It caters to businesses, including BPOs, seeking to automate and manage their inbound and outbound call operations effectively.
Key Features:
- Cloud-based IVR system
- Customizable IVR menus and call flows
- Call routing
- Call recording
- Real-time analytics and reporting
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Frequently Asked Questions
How does call center software work?
Call center software is a suite of tools and applications designed to facilitate efficient inbound and outbound communication in call center environments. It works by providing features such as automatic call distribution (ACD), interactive voice response (IVR), call recording, and real-time analytics to streamline customer interactions and improve agent productivity.
What are the key features to look for in call center tool?
Key features to consider include automatic call distribution (ACD), interactive voice response (IVR), call recording, real-time analytics, integration with CRM systems, multi-channel support, and scalability.
Is cloud-based or on-premises call center software better?
Cloud-based call center software offers flexibility, scalability, and ease of deployment, while on-premises solutions provide greater control over data and security. The choice depends on the specific needs and preferences of the organization.
Which call center software is best suited for small businesses?
Call center software solutions like CallHippo, Zoho Desk, and LiveAgent offer affordable and feature-rich options for small businesses looking to enhance their customer support operations.
What is the cost of implementing call center software?
The cost of call center software varies depending on factors such as the number of users, features included, deployment model (cloud-based or on-premises), and additional services required. It is advisable to request quotes from vendors to get an accurate cost estimate.
Can call center tool be integrated with existing systems and tools?
Yes, most call center software solutions offer integration capabilities with CRM systems, helpdesk tools, and other business applications to streamline workflows and improve efficiency.
What kind of customer support and training options are available?
Most call center software vendors provide customer support through various channels like phone, email, and live chat. Additionally, they offer training resources, documentation, and webinars to help users get started and maximize the benefits of the software.
Is it possible to customize call center software according to specific business requirements?
Yes, many call center software solutions offer customization options to tailor the software to the unique needs and workflows of the business. This may include customizing IVR menus, call scripts, and reporting dashboards.
How can call center software help improve customer satisfaction and retention?
Call center software enables businesses to provide prompt and personalized customer support, leading to higher customer satisfaction and retention rates. Features like call recording, real-time analytics, and integration with CRM systems help businesses understand customer needs better and deliver exceptional service.
