10 Best Call Center CRM Software for Streamlined Customer Support

With 86% of buyers willing to pay more for a great customer experience, the stakes are high.

Selecting the best call center CRM software is crucial for delivering exceptional customer experiences to stay relevant.

We’ve done the legwork for you— here’s a list of the top 10 customer relationship management (CRM) software used in call center operations. These contact center software solutions help call centers optimize workflows and scale a customer support team seamlessly.

Whether you’re exploring a comprehensive paid option or a free CRM, these tools are designed to help you achieve exceptional results.

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What Should You Look for in Call Center CRM Software?

Selecting the right contact center CRM software is more important than ever. With so many options available, evaluating your needs carefully is essential. 

Here are the key factors to consider when choosing the best CRM for your service business:

• Call management features: Look for call routing, queue management, IVR, and click-to-call to reduce customer wait times
• Ease of use: Choose a CRM with an intuitive, unified interface to minimize system-switching and boost agent productivity
• Self-service options: Support tools like knowledge bases and interactive FAQs to help customers resolve minor issues independently, reducing call volume
• Workforce optimization tools: Ensure the CRM integrates workforce management features to track agent availability, performance, and schedule adherence
• Scalability: Choose software that grows with your business, adapting to changes in your customer base, service channels, and team size
• CRM integrations: Connect customer data across departments, eliminating obstacles for agents managing complex processes
• Analytics and reporting: Look for metrics like call volume, wait times, and customer satisfaction scores to monitor performance and pinpoint areas for improvement
• Compliance: Ensure the CRM adheres to data privacy regulations like GDPR or HIPAA for handling sensitive information

Finally, consider the vendor’s reputation and overall service quality, AI features, automation options, customer support, and pricing. A well-rounded CRM process can transform your contact center’s efficiency and improve the overall experience for both agents and customers.

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The 10 Best Call Center CRM Software

Did You Know? Customers who have the best experiences with a brand spend 140% more annually compared to those who have a poor or mediocre experience. That’s why choosing the right call center software with CRM functionalities is crucial for delivering exceptional customer service. 

Here are our top picks!

1. ClickUp (Best for streamlined call center CRM solutions)

As you plan to scale your call centers, one thing is clear: a great customer experience relies on the right tools. To resolve customer queries faster and more efficiently, you need powerful CRM software that helps manage interactions seamlessly.

ClickUp, the everything app for work,  combines CRM, team workspace, customer service operations, and desk features. It’s designed to help support teams stay organized and responsive.

Let’s break down how the ClickUp CRM works.

The CRM in ClickUp consolidates customer tickets, interactions, and details in one place, creating a smooth, efficient support process. It’s a business tool that puts everything your team needs at their fingertips.

You can view accounts, sales pipelines, and tickets in formats like Lists, Boards, and Tables. Managers can see both a high-level overview and granular details of active tickets.

ClickUp Dashboards lets you prioritize tickets by tracking urgency, wait time, customer satisfaction, and agent performance metrics. All this data is visible on a single dashboard without any manual updates.

Set up your dashboard, input your goals, and you’re ready.

With ClickUp Automations, you can simplify repetitive tasks. For example, you can automatically assign tasks based on specific criteria or trigger email responses when a customer submits a bug report.

ClickUp offers over 1,000 integrations with tools like Zendesk, Intercom, and SupportBee. These integrations allow you to automate workflows and move data between your CRM and other apps in your tech stack.

ClickUp Brain, the AI built into the platform, helps your call center team handle customer interactions more efficiently.

With this neural network, your agents can quickly generate responses for support tickets, customer emails, and inquiries from other platforms.

The AI Knowledge Manager swiftly pulls answers from your database to address common customer queries. At the same time, the AI Writer assists agents in crafting emails and content in the right tone and style.

Need to get started quickly? Use ClickUp call center CRM software templates to manage customer relationships more efficiently. 

For example, the ClickUp CRM template includes everything you need to track leads, accounts, deals, and contacts.

ClickUp CRM Template

By using the CRM template, you can also:

• Organize all your customer data in one place for easy access
• Automate repetitive tasks, freeing up time for more important activities
• Track key customer service metrics to spot areas for growth
• Provide insights from customer data that support better decision-making

With ClickUp, your customer support teams can deliver a smoother, faster, and more effective experience.

ClickUp best features

• Customize your ClickUp Workspace with flexible data views
• Integrate email to boost communication and eliminate silos
• Access ClickUp on any device, anywhere
• Use CRM templates for organized sales workflows and deliverables
• Create sales forecasts using historical data to predict trends

ClickUp limitations

• Customization options may feel overwhelming for some users

ClickUp pricing

• Free Forever
• Unlimited: $7/month per user
• Business: $12/month per user
• Enterprise: Contact for pricing
• ClickUp Brain: Add to any paid plan for $7 per member per month

ClickUp ratings and reviews

• G2: 4.7/5 (9,900+ reviews)
• Capterra: 4.6/5 (4,300+ reviews)

2. Zendesk Talk (Best cloud-based CRM solution)

Zendesk Talk is a cloud-based CRM solution integrated into the Zendesk Support platform. It allows teams to manage phone calls alongside other support channels. To get started, confirm number availability, follow regulatory guidelines, understand associated costs, and prepare your network and hardware for optimal performance.

Once you activate Talk and configure its settings, your team can start making and receiving calls immediately. Zendesk Talk integrates seamlessly with various software platforms, enabling businesses to provide unified support across multiple channels.

Zendesk Talk best features

• Integrate voice, email, and text channels into a single platform
• Automate call routing, responses, and transcription with AI-powered tools
• Personalize customer interactions with comprehensive customer profiles
• Collect customer information and route calls effectively using the IVR system
• Track call operations and gain actionable insights with real-time analytics

Zendesk Talk limitations

• Relies on additional add-ons to access certain features
• Cost may be a challenge for smaller teams

Zendesk Talk pricing

• Support Team: $25/month per agent
• Suite Team: $69/month per agent
• Suite Professional: $149/month per agent
• Suite Enterprise: Custom pricing

Zendesk Talk ratings and reviews

• G2: 4.3/5 (6,900+ reviews)
• Capterra: 4.9/5 (4,000+ reviews)

3. RingCentral Contact Center (Best all-in-one communications system)

RingCentral Contact Center combines video calls, messaging, and phone services for inbound call centers in one unified platform. It seamlessly integrates with tools like Slack and Microsoft Teams, making it a flexible option for call centers.

The platform offers in-depth analytics for tracking call center performance and service quality, user activity, and engagement. These insights help teams identify issues and improve processes.

For call centers, RingCentral includes critical features like automated call distribution, interactive voice response (IVR), and advanced analytics to boost operational efficiency and enhance customer experiences.

RingCentral Contact Center best features

• Create transcripts and captions for detailed post-meeting summaries
• Access meetings on desktop, mobile browsers, or the app
• Collaborate in real-time with interactive whiteboards and shared notes
• Use host controls, waiting rooms, and end-to-end encryption for secure meetings

RingCentral Contact Center limitations

• Time-consuming setup process for the phone application
• Slower integration speeds when syncing with Salesforce

RingCentral Contact Center pricing

• RingCX: $69/month per agent
• RingCentral Contact Center Enterprise: Custom pricing

RingCentral Contact Center ratings and reviews

• G2: 4.0/5 (140+ reviews)
• Capterra: 4.3/5 (200+ reviews)

4. Freshdesk Contact Center (Best for support tickets)

Helping call centers deliver seamless, personalized service, Freshdesk Contact Center prioritizes customer support and ticketing with robust features. Its knowledge base lets teams efficiently store, access, and share information, simplifying the resolution of customer queries.

Articles are grouped into folders for easy organization and quick access. Folder visibility can be customized for platforms like web widgets or mobile apps, ensuring the right users see relevant content. 

Additionally, meta descriptions for external folders improve search engine performance, making content more accessible.

Freshdesk Contact Center best features

• Create multilingual knowledge bases to serve diverse customer groups
• Export solution articles in bulk and update them using the Freshdesk API
• Connect with customers across email, phone, live chat, and social media from one platform
• Automate routine tasks and address FAQs with built-in AI tools

Freshdesk Contact Center limitations

• Address limited refinement in analytics, making it harder to monitor solution feedback
• Manage slower performance when handling multiple tickets or large document edits

Freshdesk Contact Center pricing

• Free
• Growth: $18/user per month
• Pro: $59/user per month
• Enterprise: $95/user per month

Freshdesk Contact Center ratings and reviews

• G2: 4.1/5 (140+ reviews)
• Capterra: 4.5/5 (3,300+ reviews)

What real-life users are saying about Freshdesk

5. Aircall (Best customer communication and engagement platform)

Aircall is a cloud-based phone system designed for small and medium businesses. It offers a robust communication platform and is an excellent choice for customer service, sales, and IT teams that need a reliable and user-friendly CRM. The platform integrates seamlessly with popular helpdesk and productivity tools and supports both inbound and outbound calls.

The platform is attractive for call centers because of its simple interface and advanced call management features. Despite criticism around pricing, its strong performance and functionality often outweigh these concerns.

Aircall best features

• Host live call conferences with up to five participants
• Route calls directly to specific agents or teams for faster issue resolution
• Send and receive SMS and MMS to cater to clients who prefer text communication
• Offer call queuing and callback options to reduce waiting time and improve customer satisfaction
• Switch between parallel calls or handle multiple calls simultaneously

Aircall limitations

• Occasional call quality issues, such as dropped calls and latency, particularly in mobile apps
• Interruptions from pop-up notifications during calls

Aircall pricing

• Essentials: $40/license
• Professional: $70/license
• Custom: Call for pricing
• Aircall Add-on: $9/license
• Aircall Analytics + Add-on: $15/license

Aircall ratings and reviews

• G2: 4.3/5 (1,100+ reviews)
• Capterra: 4.2/5 (400+ reviews)

6. Five9 (Best call & contact center as a service (CCaaS) provider)

Deliver exceptional customer experiences with Five9, a cloud-based CCaaS platform supporting omnichannel communication across voice, SMS, email, chat, and social messaging.

Five9 offers advanced Workforce Engagement Management (WEM) tools for efficient staffing, real-time monitoring, and accurate scheduling. Its AI-powered features, including virtual agents, real-time transcription, and call summarization, boost productivity and accelerate resolutions.

Five9 best features

• Manage voice, SMS, email, chat, and social messaging in one platform
• Leverage Workforce Engagement Management (WEM) for forecasting, scheduling, and real-time monitoring
• Optimize staffing with intraday management and skill-based task matching
• Utilize AI features like virtual agents, real-time transcription, and call summaries

Five9 limitations

• Occasional loading delays and freezing problems
• Issues with call drops, login errors, and unexpected disconnections

Five9 pricing

• Digital: $119/month (36-month contract with easy monthly payments)
• Core: $119/month (36-month contract with easy monthly payments)
• Premium, Optimum & Ultimate: Custom pricing

Five9 ratings and reviews

• G2: 4.0/5 (450+ reviews)
• Capterra: 4.2/5 (465+ reviews)

What real-life users are saying about Five9

7. Dialpad (Best AI-powered customer communications platform)

Built for modern call centers, Dialpad is a robust call center CRM software that blends advanced AI capabilities with a unified communications platform to enhance sales, support, and team collaboration.

Its AI-powered features, such as real-time transcription, live coaching, and automated note-taking, eliminate repetitive tasks and optimize workflows. 

Dialpad best features

• Generate real-time AI transcriptions for instant call notes and follow-ups
• Integrate seamlessly with CRM and productivity tools to simplify workflows
• Build custom playbooks to enhance team performance and improve call outcomes

Dialpad limitations

• Occasional transcription errors with complex terminologies
• Audio quality may depend on network stability

Dialpad pricing

• Essentials: $95/user per month
• Advanced: $135/user per month
• Premium: $170/user per month

Dialpad ratings and reviews

• G2: 4.4/5 (4,400+ reviews)
• Capterra: 4.2/5 (530+ reviews)

8. Convoso (Best outbound call center solution to boost sales & efficiency)

If you’re looking to streamline lead generation and conversions, try Convoso. This cloud-based contact center platform offers tools like predictive, power and preview dialing, two-way texting, outbound emails, voicemail drops, and dynamic IVR to engage leads across multiple channels.

Its predictive dialer optimizes agent availability for maximum call volume, while the dynamic IVR automates customer interactions, blending automated responses with human support for a smooth, efficient experience.

Convoso best features

• Ensure a smooth process for transfers, manual dialing, and inbound callback queue
• Get customizable dashboards for detailed, personalized reporting
• Increase contact rates and efficiency with the predictive dialer
• Enable two-way texting, outbound emailing, and voicemail drops for a broader reach

Convoso limitations

• Updates can cause glitches that affect system performance
• Complex configurations are either restricted or not possible

Convoso pricing

• Custom pricing

Convoso ratings and reviews

• G2: 4.5/5 (200+ reviews)
• Capterra: 4.5/5 (300+ reviews)

What real-life users are saying about Convoso

9. Bitrix24 (Best for optimizing cloud-based customer interactions)

Looking for an all-in-one solution? Bitrix24 combines CRM and business management tools with AI-driven features to streamline operations. With over 35 customizable tools, it handles communication, collaboration, sales, and project management, eliminating the need for multiple systems.

The platform simplifies data migration, integrates with existing apps, and includes CoPilot, a free AI assistant that automates routine tasks and boosts productivity.

Bitrix24 best features

• Set up a virtual office for seamless remote collaboration
• Leverage a robust CRM with marketing automation and customer support
• Utilize telephony and live chat for efficient client interactions
• Create websites and online stores using an intuitive builder with templates
• Integrate with tools like Zoom, Dropbox, and QuickBooks for a connected workflow
• Automate routine tasks and boost productivity with CoPilot

Bitrix24 limitations

• Cluttered, unintuitive interface makes navigation difficult for new users
• Complex reporting tools complicate data analysis and decision-making
• Limited functionality in the mobile app reduces usability

Bitrix24 pricing

• Basic: $23.20/month per 5 users
• Standard: $58.18/month per 50 users
• Professional: $116.48/month per 100 users
• Enterprise: $233.07/month per 250 users

Bitrix24 ratings and reviews

• G2: 4.1/5 (540+ reviews)
• Capterra: 4.2/5 (920+ reviews)

10. HubSpot CRM (Best for free core CRM functionality) 

HubSpot provides an all-in-one platform with tools for CRM, sales, marketing automation, and customer service. Its CRM suite helps businesses efficiently manage customer relationships with features like organized customer data, communication tracking, and improved team collaboration.

HubSpot CRM offers sales tracking, customer support management, and automated workflows in a user-friendly system. By integrating interactions across channels, it enables timely, personalized support. Customizable dashboards display real-time data, keeping your team aligned and informed.

HubSpot CRM best features

• Manage sales and marketing with integrated lead-generation tools
• Enhance customer service using ticketing systems, live chat, and feedback tools
• Track interactions, sales, and campaigns with advanced analytics
• Automate tasks to streamline processes and save time

HubSpot CRM limitations

• High costs for marketing add-ons can be a barrier for small businesses
• Lacks visual appeal in the UI, which affects user engagement
• Limited API coverage and functionality for integrations

HubSpot CRM pricing

• Free
• Starter Customer Platform: $20/month per user
• Professional Customer Platform: $1,170/month per 5 users
• Enterprise Customer Platform: $4,300/month per 7 users

HubSpot CRM ratings and reviews

• G2: 4.4/5 (12,200+ reviews)
• Capterra: 4.5/5 (4,200+ reviews)

What real-life users are saying about HubSpot

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Get Started with a CRM Software for Call Centers

In a call center, uninterrupted focus on client management tasks is rare. Traditional CRM systems often require time-consuming steps to access essential data.

With the right call center and CRM integration, everything from customer inquiries to team collaboration is in one place. This makes it easy to find important information and avoid repeating tasks.

ClickUp’s CRM offers powerful tools and integrations to help you set up efficient processes. It’s one platform for everything you need, from routine tasks to complex customer interactions.

Sign up for a free account today and start organizing your customer data!

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