BEST AI Call Center Software For Business [2025]

It’s safe to say that call centers are going through a revolution. Companies are being forced to find new ways to reach outstanding levels of customer support, and this includes re-evaluating the call center software they use.

Customer journeys are being moved into the spotlight by any business trying to get ahead thanks to the proliferation in latest tools. When a client calls your contact center their satisfaction is the number one priority. This is impossible without the best technology by your side. And in many, that includes integrations with artificial intelligence and new agents.

Whether you’re dealing with inbound calls, outgoing calls, or multi-channel customer interactions, software has the potential to make your life easier. Feeling a bit overwhelmed about where to begin? This guide will give you a complete overview on how your business can choose your contact center software.

What is call center software?

Call center software is technology that enables your business to manage its call center operations in the best possible way. You can find solutions that specialize in just one part of this journey for example, inbound call center software. Or you can find a ‘full package’ that handles everything.

Some of the main features of call center software includes:

• Automatic call distribution

• Interactive voice response (IVR) system

• Routing calls to the most suitable agents

• Recording calls for quality assurance

• Support for various channels like live chat, social media, and email

• CRM integration with tools like Zoho CRM or Zoho Desk

• Real-time analytics on call volume and agent performance

Interconnectivity is the name of the game. Any successful technology solution in the present day must offer all these essential features to your call center team at the right time.

Many software packages offer a cloud-based platform, which is useful when your call centers are based all over the world, or for virtual call center software when your team members work remotely.

The benefits of using call center software?

1. Quality of service: With the right software, the agent experience becomes easier, meaning they can give your customers the best possible service.

2. Reduced waiting times: The optimum software will reduce your waiting times. Customers will always be allocated to the best agent to handle their problem, with the software assessing which agents are currently engaged.

3. Higher productivity: Agent productivity also goes up because they have everything they need - from customer history, to previous interactions - all in one place. This applies to communicating across several channels at the same time, as well. Live chat, social media, and email can all be found in the same place.

4. Better insights: Call center software also unlocks data-driven insights for both the business directors, and the agents making the calls. Usually, it’s the managers who interact with this the most though, assessing call volume, peak hours, agent performance, and their staffing needs.

5. Scalability: A cloud-based solution is particularly useful when you’re looking for scalability and flexibility. The number of agents, or phone calls, won’t be confined to a small number. And you can also scale up the functionality, to include features like call recording, knowledge bases, and quality assurance protocols. Outbound call centers benefit greatly from this.

Will call center agents be replaced by software?

Some call center agents have provided phone support for decades, offering a great service. So, are these individuals going to be pushed out by new software?

The simple answer is: no. There’s no doubt that Artificial Intelligence is making huge strides forwards, but experts predict that this’ll be used hand-in-hand with real agents. And there are still skills that call center agents will be better at, above any AI that’s currently available.

Call center AI software can automatically manage call volumes, answer FAQs using AI chatbots, and ensure intelligent call routing based on customer issues and tone.

Yet, a human agent is better at building rapport on customer calls. They can also handle emotional or sensitive conversations, and navigate unique problems that’re unfamiliar to the system. On top of this, the technology capabilities listed further above can be overseen by a manager or supervisor, who can then escalate things if something goes wrong.

The future of this industry and technology is not a competition between humans and AI. Rather, it involves both working together to give a better, more efficient service - while maintaining the human touch that customers value.

How will phone call solution software improve in the future?

Software for phone calls and contact centers will undoubtedly improve in the years to come. One major step forward will be increasing the functionality available to smaller businesses. Currently, there’s not many offerings at a fair price range for these companies to afford. This could represent a gap in the market, for the most basic packages.

Different channels will continue to be integrated with call center software. Sales through social media platforms like TikTok and Instagram have become the norm, and software developers will need to pivot for this. Lesser-known platforms like Discord may also need to be integrated with all software, especially for the gaming industry.

Interactions will become hyper-personalized, making references to previous conversations and purchases, and also doing a better job at judging the customer’s mood.

You can expect to see better skills-based routing for both inbound and outbound calls. And voice biometrics for authentication will improve. Contact centers will also be able to use past data to forecast demand, and thus assign staff in appropriate quantities.

Internet protocol innovations will bring secure, encrypted communications. Industries with sensitive data will have extra benefit from this, such as healthcare or banking.

Lastly, expect more and more tools that give real-time prompts to live agents. This is known as real-time agent assist, and incorporates compliance, service quality checks, and performance nudges. A single, user-friendly interface will become the norm for your agents, as well.

How to choose the best solution?

You have no shortage of options to choose between, when searching for the best call center software. From Twilio Flex to Zoho Desk, you should focus on the priorities of your team. Then, an independent expert could guide you through the pros and cons of each.

The first thing to consider is the scale of your needs. Are you a small company, or a large one? And is the volume of calls being made/received likely to change in the near future? If so, then the scalability and flexibility of your platform is key.

Integration with other tools is another critical detail. Ideally, your call center solution will combine with your CRM. This means that agents don’t have to duplicate work. With a live internet connection during the call, all the information uploads automatically.

Remote calling teams need extra features which guarantees that everyone’s viewing the same ‘live’ data. Otherwise, mistakes will be made, when everyone isn’t looking at the same thing.

If you’re feeling a bit unsure, you should check whether a free trial is possible. This allows you to do a bit more market research on what’s out there, and to see if the solution you’re considering has the advanced features to meet your needs.

How much does call center software cost?

Call center software costs depend on quite a few different factors. Your business size, needs, feature requirements, and location are all going to weigh in. The provider you use can have a big effect as well.

Small businesses will have their prices start at around $30 per month. This could go up to $60 per month, but it’s mainly going to have the most basic features.

More advanced, enterprise-level solutions are better for medium sized businesses. These packages tend to cost upwards of $75 per month, and go up to around $200 per month at the higher end.

Then, the largest multinational company will need a large scale solution. This should cover remote and in-person workers all over the world. It could go into the thousands of dollars every month, in the most extreme cases.

You should be crystal clear about what your business is getting for your money, before you press ahead. Automatic call distribution, interactive voice response, CRM integration, real-time analytics, and voice recording are just a few of the dozens of potential features you could get. Lots of software providers offer free trials, so make sure to capitalize on this.

Don’t forget that purchasing this type of software can be seen as an investment, when it’s executed well. Your agent satisfaction will increase, and your customer base will absolutely love it, due to the improved service they get.

Can you integrate call center software with a CRM?

Yes, this is absolutely possible. For many companies, it’s an essential feature, the insights from which ensures continuous improvement at all stages of your business cycle. Your customer service operations will become more streamlined as a result.

You can store much more than just phone numbers in the Customer Relationship Management software - you can create a knowledge base of past purchases, call history, previous complaints, length of time they’ve been a customer, and more. All of this enables a better service for the call agent, who can use this information to their advantage. Especially when they’re being supported by real-time agent assist.

To find your perfect solution, make sure that your CRM integrates with the call center software you choose. Most of the major ones, like Salesforce, HubSpot, and Zoho should be covered. But smaller, niche CRMs will need further investigation.

Can call center software offer a 24 hour solution?

Yes, your support team can answer incoming calls 24 hours a day, 7 days a week. You can also get a 24 hour solution for outbound contact centers. You just need the right call center software to make this happen. Large, multinational companies benefit from this, if they have customers and offices in every time zone.

Cloud-based call center software guarantees that your system stays online continuously. It doesn’t rely on local servers or on-site infrastructure. This means that customer data, call queues information, and much more are available at all hours of the day.

Can customer calls be taken in any language using software?

Yes, this is a priority for almost all call center software developers. With centers all over the planet, making calls into every possible market, you need to have multilingual capabilities at your fingertips. Luckily, by investing in the right help desk, this is possible for all your customer service agents.

Advances in artificial intelligence and natural language processing (NLP) will continue in this area. It means that real-time language translation is more sophisticated than ever before. You can also get multilingual interactive voice response, along with support for live agents who speak various languages.

Some solutions can even integrate with knowledge bases and CRM systems to give localized content. Agents can be guided on giving context-aware responses - for example, acknowledging cultural holidays.

Which companies are using call center software?

You’ll struggle to find a major company, with large inbound call centers or customer support teams, who aren’t using software to facilitate this. Every major organization knows that it’s a good option for improving customer satisfaction, increasing employee retention, and optimizing operational efficiency.

Businesses of all sizes are using this technology at their inbound contact center. It guarantees fast response time, and that every call is answered. You can also implement it for outbound calls, to give real-time agent assist, and to provide ease of use.

To ensure an outstanding customer experience, your business needs to think about more than just the key features. You also need to train the right agent in how to get the most from your call center software.

Sales teams need real time information that gives them the best chance of success. Even if they’re working in virtual call centers, the information needs to be ‘live’ for all callers, so there’s only one source of truth. Cloud-based solutions are ideal for this, as you can guarantee consistency across all digital channels, or over a mobile app with multiple communication channels.

Contact center solutions will almost certainly improve in the years to come. Large enterprises are seeing the value in this approach, as they seek to compete with industry juggernauts on reducing wait times and maximizing customer happiness.