Best Call Routing Softwares 2024: Compare features, benefits, and find your ideal platform

Article by: Manish Methani

Last Updated: December 6, 2023 at 2:04pm IST
8 min 38 sec read

In the modern business landscape, seamless communication stands as a linchpin for success. Leveraging advanced call routing software isn't just an option; it's a strategic necessity to ensure efficient call handling, optimal customer interactions, and enhanced operational efficiency.

Table of Contents:

Understanding the Need for Superior Call Routing Software

The surging volume of inbound and outbound calls demands robust call routing solutions. These software offerings not only streamline communication channels but also play a pivotal role in enhancing customer experiences and internal collaboration.

Why Investing in Call Routing Software is Paramount

• Enhanced Customer Satisfaction: Swiftly direct callers to the most relevant agents or departments, minimizing wait times and ensuring prompt query resolution.
• Data-Driven Insights: Call logging and analytics provide invaluable insights into call patterns, customer preferences, and service quality, enabling informed decision-making.
• Efficient Internal Communication: Seamless collaboration across departments or locations, optimizing teamwork and boosting productivity.
• Scalability and Flexibility: Solutions adaptable to evolving business needs, ensuring uninterrupted communication flow even during expansions.

How Call Routing Software Elevates Communication

Call Logging and Analytics: Track, record, and analyze calls to unveil trends, patterns, and areas for improvement, enhancing service quality.

Best Call Center Software

1. HubSpot
2. Dialpad Ai Contact Center
3. Nextiva
4. Aircall
5. JustCall
6. CloudTalk
7. Bitrix24
8. TalkDesk
9. Five9
10. RingCentral
11. Dixa
12. Zendesk
13. LiveAgent
14. Avaya Contact Center
15. uContact
16. HappyFox
17. Channels
18. Freshcaller
19. UJET
20. Aloware

1. HubSpot

   • Key Features: Click-to-call VoIP, call logging, and analytics.
   • Best for: Call log management, call prioritization, and integrations.
   • Pricing: Free; $18/month (Starter); $450/month (Professional); $1,500/month (Enterprise).

2. Dialpad Ai Contact Center

   • Key Features: AI-powered voice transcription, sentiment analysis, and CRM integrations.
   • Best for: Outgoing calls, workforce engagement management, and call routing.
   • Pricing: $80 (Essential), $115 (Advanced), $150 (Premium)

3. Nextiva

   • Key Features: IVR, automatic call routing, and call queuing.
   • Best for: Interactive voice response, call recording, and cloud-based calling.
   • Pricing: $18.95/user/month (Essential); $22.95/user/month (Professional); $32.95/user/month (Enterprise).

4. Aircall

   • Key Features: Cloud-based calling, skill-based routing, and call monitoring.
   • Best for: CRM integrations, call queuing, and call center analytics.
   • Pricing: $30/license (Essentials); $50/license (Professional); Custom (Enterprise).

5. JustCall

   • Key Features: Call recording, SMS automation, and live call monitoring.
   • Best for: Cloud-based calling, multi-level IVR, and real-time analytics.
   • Pricing: $19/user/month (Essentials); $29/user/month (Team); $49/user/month (Pro); Custom(Business) - billed annually. Monthly plans are also available.

6. CloudTalk

   • Key Features: Skills-based call routing, post-call tagging, and CRM integrations.
   • Best for: Advanced reporting, real-time analytics, and HubSpot integration.
   • Pricing: $25/user/month (Starter); $30/user/month (Essential); $50/user/month (Expert).

7. Bitrix24

   • Key Features: Interactive Voice Response, HD video calls, and task automation.
   • Best for: Internal collaboration, call routing, and CRM integrations.
   • Pricing: Free; $19.08/month (Basic); $47.88/month (Standard); $95.88/month (Professional);$191.87/month (Enterprise).

8. TalkDesk

   • Key Features: Omnichannel support, workforce management, and advanced analytics.
   • Best for: Internal collaboration, skills-based call routing, and CRM integration.
   • Pricing: $75/month (CX Cloud Essentials); $95/month (CX Cloud Elevate); $125/month (CX Cloud Elite); Experience Clouds(Explore Packages)

9. Five9

   • Key Features: Cloud-based calling, call recording, and predictive dialing.
   • Best for: CRM integrations, real-time analytics, and call center management.
   • Pricing: $149/month (Digital - Digital Only);$149/month (Core - Voice Only) ; $169/month (Premium - Digital + Voice); $199/month (Optimum - Digital + Voice + WEM); $229/month (Ultimate - Digital + Voice + WEM + Analytics).

10. RingCentral

    • Key Features: Omnichannel support, HD video calls, and cloud-based calling.
    • Best for: Escalation management, integrations, and call delegation.
    • Pricing: Available on request.

11. Dixa

    • Key Features: Skills-based call routing, call monitoring, and customized quality assurance.
    • Best for: Priority-based call routing, internal collaboration, and customer recognition.
    • Pricing: $39 (Essential);$89(Growth);$139 (Ultimate); Custom(Contact)

12. Zendesk

    • Key Features: Customizable automations, omnichannel support, and call recording.
    • Best for: CRM integrations, interactive voice response, and ticket creation.
    • Pricing: US$55/agent/month (Suite Team); US$89/agent/month (Suite Growth); US$115/agent/month (Suite Professional); Suite Enterprise (Talk to Sales)

13. LiveAgent

    • Key Features: Outgoing calls, automated callbacks, and advanced reporting.
    • Best for: 24/7 customer service, multi-channel support, and integrated ticketing.
    • Pricing: $9/agent/month (Small business); $29/agent/month (Medium business); $49/agent/month (Large business); $69/agent/month (Enterprise).

14. Avaya Contact Center

    • Key Features: AI digital automation, sentiment analysis, and call monitoring.
    • Best for: Voice and facial biometrics, call routing, and enterprise-level support.
    • Pricing: Available on request.

15. net2phone

    • Key Features: Omnichannel support, interactive voice response, and real-time analytics.
    • Best for: Social media integrations, workforce management, and automated ticketing.
    • Pricing: Number of Users: 25-99 USERS; $18.99/user/month (Office); $22.99/user/month (Office Pro); $29.99/user/month (Office Power)

16. HappyFox

    • Key Features: SLA management, call scripting, and system integration.
    • Best for: Advanced reporting, customizable workflows, and Aircall/RingCentral integration.
    • Pricing: 2-Year Savings Plan $26/agent/month (Mighty); $39/agent/month (Fantastic); $52/agent/month (Enterprise); $64/agent/month (Enterprise Plus)

17. Channels

    • Key Features: CRM integrations, outgoing calls, and advanced reporting.
    • Best for: Interactive voice response, call recording, and Shopify/Zapier integration.
    • Pricing: $24/month (Plus - Medium Businesses) 5000 Web Calls; $62/month (Advanced - established firms) Unlimited Web Calls.

18. Freshcaller

    • Key Features: Omnichannel support, multi-level IVR, and SLA management.
    • Best for: Call routing, virtual phone numbers, and automated call distribution.
    • Pricing: Free; $11.99/user/month (Growth); $33.59/user/month (Pro); $59.99/user/month (Enterprise).

19. UJET

    • Key Features: Real-time analytics, voice/digital/AI engagement, and automated ticket management.
    • Best for: Outgoing calls, CRM integrations, and customer photo/text sharing.
    • Pricing: Available on request.

20. Aloware

    • Key Features: Omnichannel support, CRM integrations, and interactive voice response.
    • Best for: Outgoing calls, real-time reports, and unlimited calling/texting.
    • Pricing: $30/user (unlimited inbound & outbound) (iPro), $60/user (Power dialer + custom workflows) (uPro), and $80/user (Al driven contact center) (xPro). Billed quarterly. Monthly plans are also available.

These top call center software options cater to various business needs, offering an array of features to enhance customer service, streamline communication, and boost overall productivity.