Customer relationship management (CRM) call center software offers tools for contact and lead management. It typically has strong telephonic features that allow you to manage and track calls, as well as generate call-centric analytics reports. The best CRM call center tools offer these features at an affordable price. We compared dozens of call center CRM systems and narrowed them to our top nine recommendations.
- Best easy-to-use call center CRM: Freshsales
- Best in cloud-based sales calling and call tracking: Salesmate.io
- Best for project management: Bitrix24
- Best all-in-one CRM with call prioritization tools: EngageBay
- Best for unlimited calling: Aircall
- Best for PBX integration to gain analytics: Zoho CRM
- Best for workflow automation and call routing: Pipedrive
- Best all-in-one dialer with affordable call features: JustCall
- Best for voice-over-internet-protocol (VoIP) with collaboration tools: Nextiva
Best CRM Call Center Software Compared
Free Plan | Starting Price for Paid Plans | Our CRM Rating Out of 5 | |
---|---|---|---|
$9 per user/month | 4.71 | ||
✕ | $23 per user/month | 4.68 | |
$43/month for 5 users | 4.47 | ||
$13.79 per user/month | 4.41 | ||
✕ | $30 per user/month | 4.40 | |
$14 per user/month | 4.38 | ||
✕ | $14 per user/month | 4.26 | |
✕ | $19 per user/month | 4.08 | |
✕ | $17.39 per user/month | 4.00 | |
Freshsales: Best Easy-to-use Call Center CRM
Pros
- Free plan has in-app caller, inbound caller ID, phone dialer, and access to buying toll-free and international numbers
- Analytics feature measures sales of individual performance based on outbound calls made, pipeline process, and customer interactions to measure engagement
- Territory management feature assign phone numbers to reps or transfer a call to another without dropping the call
Cons
- Can get expensive if you want sophisticated features like warm transfer, conference calling, and holiday routing
- Powerful calling features, queue transfer, call masking, and recording require the Growth plan
- AI-powered contact scoring and AI-powered insights are available only in more expensive tiers
- You want a robust in-app caller in your telemarketing or customer service CRM software: Freshsales has intuitive, built-in cloud telephony tools, such as automatic inbound call routing, phone dialer, click-to-call functions, call queues, call recording, and toll-free number purchasing. Customer service or sales reps can use the mobile app to take calls on the go, log in, and link them with a contact, deal, or account. The territory management feature allows users to assign phone numbers to territories or reps or pass a call to another territory without dropping the call.
- You want a detailed activity history of your contact engagement: Freshsales’ analytics feature measures sales rep performance based on the number of outbound calls made and the pipeline process, measuring engagement. You can add notes to contacts and view the activity history, providing a chronological view of a customer’s engagement. Users can also view website and email activities for complete visibility to help improve brand engagement.
- You want a simpler CRM for your call center system: For small businesses, Freshsales offers a great price point for a CRM system with solid basic call center features. However, the cost of many agents, the number of calls, call duration, and subscription could soar. Check out its Call Center Estimator to learn about potential operational costs.
- Alternative: Consider Zoho CRM for a simpler CRM for call center options with more budget-friendly pricing schemes. If you’re looking for robust call center features like unlimited inbound calling with outbound calling and short message service (SMS) that you can integrate with your existing CRM, try the startup plan of JustCall.
- You need a customizable call center platform with affordable CRM features: The customizable contact center enables users to connect different communication channels to CRM. Not all telemarketing or customer service activities require a robust CRM like Freshsales. Some small businesses just want pure calling features with basic CRM and artificial intelligence (AI) capabilities, like unlimited simultaneous outbound calls, call tagging, forward-to-phone and after-work options, and custom analytics.
- Alternative: Aircall offers an AI starter add-on for only $9 per license, per month, applicable on all Aircall licenses. This add-on includes AI-powered call and voicemail transcription, transcription API, key topic recognition, and other AI-related capabilities, assisting in delivering excellent customer service.
Freshsales Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Pricing reflects pricing info available at the time of publishing. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
Freshsales is a powerful in-app cloud phone with intuitive, built-in cloud telephony tools like automatic inbound call routing, phone dialer, and click-to-call functions. This CRM also has essential CRM functionalities, such as account and contact management for effective and efficient customer communication management. If you need a feature-packed CRM call center software with all the necessary call management features, then Freshsales is the best choice for you.
Salesmate.io: Best in Cloud-based Sales Calling & Call Tracking
Pros
- Robust sales calling and call tracking tools like toll-free virtual numbers, click-to-call facility, prerecorded voicemails, and contact timeline and auto-logs
- Customizable CRM platform for omnichannel customer service
- Voice and text features plus forecasting and insights included in all plans
Cons
- No free plan available Only standard dashboard and reports on the startup plan
- Only standard dashboard and reports on the startup plan
- 250 to 1,500 maximum daily email limit per user, depending on the plan
- You want the best CRM for sales calling and call tracking: Salesmate allows sales reps to close more deals with its extensive sales calling and call tracking features. Two of the best features include the click-to-call facility and Power Dialer, allowing a rep to take a call just by accessing the customer’s profile. Also, this sales call software allows voicemail recording and directly dropping it whenever prospects are unavailable.
- You want a centralized platform for omnichannel customer service: Create personalized customer experiences across multiple communication channels like email, text, calls, chat, web, and ecommerce with Salesmate. This CRM also has text automation for leveraging text messaging’s high open rate. Furthermore, mobile call forwarding sends business calls to your smartphone to remain reachable when prospects and customers need you.
- You want to start with a free plan: Startup call centers with limited budgets want to take advantage of free CRM plans. However, Salesmate only offers a free trial after 15 days, allowing users to try built-in calling and text, workflow automation, email tracking, multiple pipeline management, and other basic features. If you want to start using CRM at no cost, consider looking elsewhere.
- Alternative: If you prefer a free account to test the call center CRM before buying, try Bitrix24, EngageBay, Zoho CRM, or Freshsales. Bitrix24 offers a free plan for unlimited users and up to 15 users for EngageBay. Freshsales provides a free plan for unlimited users, whereas Zoho CRM provides free plans for up to three users.
- You need a more affordable plan with custom dashboard and reporting: Salesmate offers a standard dashboard and reporting tool in the starting plan. If you need to generate customized reports, you need to upgrade to Pro at $39 per user, per month to use the customized version.
- Alternative: The Standard plan of Zoho CRM offers limited custom reports and dashboards, priced at $14 per user. Enjoy unlimited custom reports and dashboards by availing of its Professional plan, which is the same price as Salesmate’s startup plan’s price.
Salesmate.io Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Pricing reflects pricing info available at the time of publishing. Users can try Salesmate’s 15-day free trial without a credit card required. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
Salesmate is the best cloud-based sales calling CRM because of its powerful call tools, CRM capabilities, such as call tracking and auto-logging, text automation, calendar sync, and prerecorded voicemails to make and track calls for better deal closures effectively. The click-to-call facility eliminates manual dialing, and the Salesmate Power Dialer prevents jumping between screens when calling prospects.
Bitrix24: Best for Project Management
Pros
- Call center software includes collaboration options that integrate well with the project management tools like inbound call assignment
- Includes robust customer communications features such as call logging and email CRM integrations
- Industry-specific CRM features for ecommerce like basic inventory management for product stock tracking, orders, and stock receipts
Cons
- Does not offer any customer phone support
- User interface can be difficult to navigate
- No in-app calling features in the free plan
- You need a project management CRM with strong customer communication tools: Bitrix24 is a CRM system with integrated project management features that can be used for specific call center functions. Connect your phone to your CRM to link calls to deals. It can automatically log all the phone calls you make or receive from a specific contact. Also, users can save all email exchanges on the platform’s contact manager.
- You need an industry-specific CRM for ecommerce: Bitrix24 offers ecommerce features, including basic inventory management for tracking product stock, stock receipts, and orders. This enables users to manage their online store and never miss orders or urgent customer queries.
- You need a simple CRM with free email features: While Bitrix24 is a powerful CRM, it can be confusing to navigate the platform for novice users as many features are displayed in the dashboard. Bitrix24 doesn’t offer email, CRM forms, and social media in its free plan. Users need to subscribe to the cheapest paid plan, for $43 per user, monthly, to activate these capabilities.
- Alternative: Freshsales offers an intuitive, simple interface that is beginner-friendly. Another great alternative is Zoho CRM, wherein we provided a fair rating for ease of use for its clean interface and friendly navigation.
- You need free in-app caller features: Bitrix24 doesn’t have a telephony feature to connect a phone to Bitrix24 CRM. You need this feature to record all incoming calls and add them to your CRM as new deals.
- Alternative: Freshsales’ free plan includes a phone dialer and inbound caller ID. Plus, you can access other essential calling features like queue transfer, call masking, recording, and buying toll-free and international numbers in its Growth plan. This plan is cheaper than Bitrix24’s, which is only $15 per user, per month.
Bitrix24 Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Pricing reflects pricing info available at the time of publishing. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
Bitrix24 is highly recommended for telemarketing teams and small businesses needing a project management CRM with strong customer communication tools, like deal management and call logging to avoid missing urgent customer queries. This industry-specific CRM is also intended for ecommerce customer service transactions because of its basic inventory management capabilities, like tracking product orders and stocks to avoid missing orders.
EngageBay: Best for Call Prioritization
Pros
- Lead prioritization features so agents can focus on leads more likely to convert
- Free help desk tools like ticketing, issue segmentation, and intelligent workflows
- All-in-one CRM software for call center for marketing, sales, and service teams
Cons
- User interface needs improvement, like updating existing page instead of being redirected to a new one
- Calling function not available in the free plan and call recording only on the enterprise plan
- Custom reporting for performance metrics are available on higher plans
- You want to prioritize hot leads: EngageBay helps you receive or make calls from the system. It has call prioritization features that inform agents about which customers to call based on their website activity, such as page visits, time spent on a page, and form submissions. You can add call notes to help you keep track of past conversations with your contacts and record important calls so you get needed information from customers.
- You want free help desk tools: This platform enables customer service collaboration between marketing, sales, and service teams. Track every customer interaction in a centralized platform using service features like ticketing, issue segmentation, and intelligent workflows to identify tickets needing urgent attention.
- You need an intuitive CRM: Some reviews about EngageBay say its user interface needs improvement in terms of overall usability. For example, saving some items redirects to a new page instead of updating the existing one.
- Alternative: For popular CRM options known for their ease of use and navigation, consider Freshsales. This CRM also has a robust in-app caller in its free plan, making sales calls more cost-efficient and productive.
- You need contact center CRM features without the hefty price: Scaling small businesses usually need calling features in a traditional CRM to handle customer correspondence, marketing, and sales in a centralized place. While EngageBay has a cheaper starter plan, there are alternatives that offer free plans with these capabilities in place.
- Alternative: Zoho CRM, Freshsales, and Bitrix24 can provide the communication, lead generation, and sales tools you need without spending much. These providers offer free plans and calling features with robust CRM tools like call recording and custom reporting on their low-priced plans.
EngageBay Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Pricing reflects pricing info available at the time of publishing. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
EngageBay is the winner in call prioritization because the system alerts reps about customers’ website activities like page visits, web page duration, and form submissions. Sales agents can add call notes to monitor past conversations and record important calls, streamlining hot lead monitoring and scoring to boost conversion rates. Moreover, EngageBay has free help desk tools for ticketing, issue segmentation, and intelligent workflows to resolve tickets promptly.
Aircall: Best for Unlimited Calling
Pros
- Beginner-friendly, customizable contact center platform with an unlimited calling features
- Call handling and monitoring tools like call whisper to guide reps in prospect and customer conversations
- Softphone powered by voice-over-internet-protocol (VoIP) mimics a desk phone’s functionality on your desktop or smartphone (Android or iOS) screen
Cons
- Startup plan has basic analytics and is costlier than others
- Workflow automation and contact center CRM integration required
- Allows up to five conference call participants only
- You need unlimited calling and a beginner-friendly contact center platform: Enjoy unlimited calling within the United States and Canada with Aircall’s startup plan, and unlimited international calling in its highest plan. Aircall’s intuitive interface allows customer service agents to answer calls more easily. This platform has a “one-click setup” for third-party platform integrations and representational state transfer application programming interface (REST APIs), and webhooks for creating customized workflows in existing business tools and CRM.
- You want robust call handling and monitoring tools: Aircall CRM has live feeds, custom analytics, call tagging, and forward-to-phone and after-call work options to avoid missing important calls. Call whisper allows team leads to coach reps in real time while engaging with prospects and customers to close more deals. Sales and customer service reps can streamline call management with ring groups, queue callback, time-based routing, and unlimited concurrent calls.
- You are looking for an affordable CRM system for call centers: Aircall’s basic plan costs $30 per user, monthly, with a minimum of three users, which is way more expensive than other providers. Additionally, workflow automation requires call center CRM integration, which can be a tedious process or extra work for some businesses.
- Alternative: JustCall can be a great alternative to Aircall. JustCall’s starting plan costs $19 per user with only a one-user minimum requirement. Basic features of the Essentials include outbound calling, SMS, and unlimited inbound calling.
- You need built-in workflow automation and advanced analytics: Aircall requires integration steps to activate workflow automation for streamlining call performance monitoring, sales tracking, and other customer service operations. This integration will allow reps to automatically log calls and recordings directly into the CRM. Advanced analytics tools are also included on higher-priced plans, starting at Professional at $50 per license.
- Alternative: If you’re good with a standard dashboard and reports, Salesmate can provide you the built-in workflow automation on its startup plan, priced at $23 per user, monthly. Zoho CRM, on the other hand, has built-in workflow automation, limited custom reports and dashboards, and analytics on mobile devices in its basic plan at only $14 per user, per month.
Aircall Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Pricing reflects pricing info available at the time of publishing. Artificial intelligence (AI) starter add-on is available for $9 per license, per month, applied on all Aircall licenses. This add-on includes AI-powered call and voicemail transcription, transcription API, key topic recognition, and other AI-related capabilities, streamlining call center operations. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
Aircall is the best for unlimited calling with a CRM integration option because of unlimited calling in the U.S., Canada, and worldwide, depending on the plan. This software has exceptional call monitoring and management features like call whisper, custom analytics, queue callback, and time-based routing for effective and efficient performance tracking and customer service call handling operations to ensure excellent customer service delivery.
Zoho CRM: Best for PBX Integration & Analytics
Pros
- Integration with private branch exchange (PBX) systems provides precise analytics on sales calls-to-deals made, allowing call strategies to be adjusted for better performance
- Call reporting analytics are displayed in an easy-to-understand format
- Call center software included in Zoho Desk, and customer service software within the Zoho ecosystem
Cons
- Most of the CRM customization and all artificial intelligence (AI) features are only available in highest-priced plans
- Free plan has few features and is limited to three users
- Limited customer support; premium support requires separate purchase
- You want to connect your CRM to your PBX tool: Zoho CRM lets you buy local or toll-free numbers and assign unique outgoing numbers to your agents. This solution integrates with Zoho Desk to access email ticketing and help desk capabilities. When connected to PBX programs, such as Ring.io and Amazon Connect, you can extract data like your team’s productivity level, concerns customers talk about, and call volumes and length per month.
- You need an affordably priced traditional CRM calling software: Zoho CRM is the most scalable CRM solution on this list. You can start off with its free and low-priced plans. Then, slowly upgrade when your team’s needs evolve. This CRM is a highly customizable system that supports sales, marketing, and customer case management. Users can track leads and accounts on its app, log notes, calls, and events, and communicate with contacts via email, text, and telephone.
- You want a call center CRM software with low-cost customization and AI features: Zoho CRM system offers custom reports and dashboards beginning at the Professional plan. The AI features, like data enrichment, AI analytics, sales forecasting, conversational AI, and email intelligence, only start if you subscribe to Enterprise at $40 per user, per month.
- Alternative: Freshsales offers custom fields in its free account and AI-powered contact scoring in its basic plan at only $9 per user, per month. On the other hand, JustCall offers AI-powered transcription and call summary in its Team plan at $29 per user, per month.
- Those needing a free plan that supports unlimited users: Zoho CRM is packed with essential CRM features; however, its free plan is limited to three users. This free plan unavailability can be a downside for startup call centers needing more time to decide what CRM to invest in.
- Alternative: Bitrix offers a free plan for unlimited seats, making it ideal for teams with limited budgets. Startup businesses can use unlimited high-definition (HD) video calls and unlimited deals and contacts for omnichannel communication.
Zoho CRM Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Free trial is available for 15 days. Pricing reflects pricing info available at the time of publishing. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
Zoho CRM lets you connect your CRM to your PBX tool. You can also purchase toll-free numbers and assign outgoing numbers to your sales reps. By connecting your CRM to PBX programs, managers can quickly monitor productivity levels based on call volumes, first call resolution, and other call-related metrics to properly resolve customers’ concerns. Zoho CRM is the most scalable contact center CRM solution with free, low-, and high-priced plans, allowing you to upgrade anytime.
Pipedrive: Best Contact Center CRM for Workflow Automation
Pros
- Contact center enables workflow automation for calls
- AI-powered sales assistant for seamless contact management
- Basic plan includes mobile app and reporting and analytics
Cons
- Lead generation and marketing features cost extra
- Doesn’t offer a free plan
- Call center management integration required and calling features are available only in Professional and Enterprise plans
- You need to automate your call center workflow: Pipedrive has its own contact center that allows you to import contacts easily and automate your call management workflows. You can automatically route or assign incoming calls to specific agents and add essential data to contact records. It also allows you to schedule follow-up activities based on the nature and outcome of your last call.
- You need an AI-powered sales assistant to manage your contact communications: Pipedrive’s AI-powered sales assistant lets you engage contacts better because it provides insights and advice on the best course of action to take with contacts, leads, and deals. The tool alerts you when to call a contact next by analyzing email opens, participation in community discussions, and their associated deals in the pipeline.
- You need affordable and robust telemarketing CRM features for your ecommerce: While Pipedrive is a solid call center CRM software option, it lacks some native out-of-the-box sales and marketing features in its basic plan. For instance, email templates and workflow automation are not included in its Standard plan. Ecommerce businesses need to find a better CRM to handle customer complaints while tracking sales performance.
- Alternative: Bitrix24 offers many sales tracking and marketing features, like unlimited HD video calls, company social network, and project management tools in its free plan.
- You want an affordable in-app phone to stay in touch with contacts: Pipedrive’s calling feature is only available in the Professional plan or higher. Another downside is that the in-app caller feature was made exclusively available to legacy users from October 2022—new users who signed up after that can no longer access this tool. If you’re a new user who still wants to use Pipedrive as your contact center CRM, you can integrate your third-party VoIP phone.
- Alternative: Freshsales offers its in-app caller even in its free plan. The in-app calling is powered by VoIP technology, wherein calling works through the internet, transmitting audio and voice data between the users.
Pipedrive Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Pricing reflects pricing info available at the time of publishing. A 14-day free trial is available without a credit card required. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
Pipedrive is a winner in call center workflow automation, allowing users to automatically assign or route calls to specific agents and schedule follow-up activities based on the last call. This call center CRM tool is also equipped with Smart AI, providing helpful lead generation insights and notifying sales reps when to call a prospect next by analyzing pipeline activities.
JustCall: Best All-in-one Dialer With Affordable Call Features
Pros
- All-in-one dialer combines autodialer, power dialer, and predictive dialer in one platform
- Startup plan includes outbound calling, SMS, and unlimited inbound calling
- Robust team collaboration features include video calls, chats, daily reports, call summary and transcriptions, and insights shortcuts
Cons
- Toll-free number and conversation intelligence are available on higher price plans only
- Advanced analytics, reporting, and live call monitoring available on the two highest-priced plans only
- VoIP and CRM capabilities require third-party integrations
- You are looking for an all-in-one dialer with affordable voice features: JustCall’s $19 per month Essentials plan includes caller ID, call hold, and voicemail for seamless call management. The all-in-one dialer on its Professional plan has call scripts, contact tagging, notes, and ratings features after the call, boosting call handling performance.
- Your sales or customer service team needs robust team collaboration tools: Sales and customer service teams need to brainstorm about sales and call performance. Quality assurance helps optimize sales or business revenue. JustCall includes video calls, chats, daily reports, call summaries and transcriptions, and insights shortcuts for this purpose.
- You need a cheaper toll-free number and conversation intelligence: JustCall provides toll-free number and conversation intelligence starting on its Team plan. Growing telemarketing and customer service teams need these features to connect with more customers and analyze high-volume call performance. However, this plan costs $29 per user.
- Alternative: Nextiva offers toll-free numbers on its basic plan at $17.39 per user. The startup plan of Nextiva also includes unlimited voice & video calling and internet fax.
- You need more affordable sales call monitoring features with built-in CRM: JustCall offers live call monitoring (Listen, Whisper, and Barge) on Pro and Business plans only. The Pro plan costs $49 per user, whereas the Business plan is custom priced.
- Alternative: Freshsales has built-in chat, email, phone, and CRM features, like artificial intelligence (AI)-powered contact scoring, sales dashboard, sales sequences, and custom sales activities at a cheaper startup plan cost at $15 per user, monthly.
JustCall Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Pricing reflects pricing info available at the time of publishing. Fair Usage Policy applies to outbound calling and SMS. Inbound calling is subject to Fair Usage Policy limits, exclusive of toll-free. JustCall offers 14 days of free trial without a credit card required. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
JustCall is an affordable cloud phone and SMS system that allows unlimited inbound calling for a minimum of only one user, designed for small sales and customer support teams. This all-in-one dialer provides exceptional voice features, including outbound calling, SMS, and unlimited inbound calling on its basic plan. Sales and customer service representatives can use these tools so they won’t miss important calls and boost overall sales performance and customer satisfaction.
Nextiva: Best for VoIP Tools & Collaboration Features
Pros
- Advanced VoIP calling features like call routing, holding, diverting, and blocking
- Built-in collaboration tools like file search and sharing, group messaging, and meeting scheduling
- Cost-effective, scalable phone system for expanding businesses
Cons
- No traditional CRM features
- Lacks international phone numbers and unlimited international calling
- Too advanced features like multi-level attendant and session initiation protocol (SIP) trunking designed for enterprises
- You need a powerful voice-over-internet-protocol (VoIP) with advanced analytics: Nextiva offers advanced business tools to manage calls with contacts, including routing, holding, diverting, and blocking calls. Its analytics tools let you download historical data and track real-time data, including agent performance, call volume, and source.
- You need team collaboration tools: While primarily a VoIP tool, Nextiva also offers collaboration features through Nextiva Cospace. This allows team members to message each other directly, send group messages, share and search documents, and schedule meetings. Moreover, this scalable phone system’s collaboration tools are ideal for expanding businesses that are handling high-volume customer inquiries and sales.
- You want a traditional CRM: Nextiva has strong internet phone and collaboration features but has no traditional and fundamental CRM functionalities, like pipeline and opportunity management.
- Alternative: If you want a conventional CRM with excellent in-app phone features, Freshsales is our top recommendation. Zoho CRM is another excellent choice, which is affordable and packed with call features like buying local or toll-free numbers and assigning unique outgoing numbers to agents.
- You are not operating a call center for an enterprise business: Nextiva’s VoIP features are highly advanced and designed for teams that process a high volume of calls. It has advanced features like multi-level attendant and session initiation protocol (SIP) trunking, which smaller businesses may not need.
Nextiva Pricing Plan & Overview*
*Pricing is based on annual billing on a per user monthly breakdown. Monthly billing is available for a higher cost. Pricing reflects pricing info available at the time of publishing. While we update pricing information regularly, we encourage our readers to check current pricing here.
Our Expert Opinion
Nextiva is equipped with powerful VoIP and other call management tools like call routing, holding, diverting, and blocking calls. Team managers can easily monitor agent performance because of its advanced analytics capabilities for tracking call volume and other metrics. Nextiva Cospace takes team collaboration to the next level, allowing team members to send group messages, schedule meetings, and share and search documents.
How We Evaluated the Best CRM Call Center Software
Excellent contact center CRM software provides features specific to phone calling activities within the platform or through a third-party app integration. When choosing a CRM system for your call center, consider the niche features. In this evaluation, we looked into reporting functionality to track call logs and call center activity, ease of use, pricing options, and call management tools.
Click the tabs below to see our criteria for ranking the best CRM call center software solutions.
25% of Overall Score
In addition to call center-specific and core CRM features, we looked at the overall functionality we feel is necessary for a CRM. This includes various CRM integration options, reporting and analytics tools, customizable sales pipelines, and a mobile app. We also evaluated other common capabilities in most CRM systems, such as task management and automated workflow options.
20% of Overall Score
Pricing considers free plan availability, various scalable pricing options users can purchase affordably, and the availability for a subscriber to either pay monthly or save by paying annually. Additionally, we looked at the costs specifically for its call management features.
25% of Overall Score
The most important evaluation criteria involved the features relating directly to managing and tracking contacts, leads, and calls. For contact center CRMs, it is essential to have a built-in phone system and tools for generating call-centric analytics reports. Other essential features we evaluated include lead scoring, email and SMS (short message service) marketing, and workflow automation.
15% of Overall Score
According to CRM statistics, personalized and extensive support and service help prevent poor customer experiences and outcomes users may encounter while using any of these systems. Help and support were evaluated in terms of customer service hours and the availability of support via phone, live chat, and email. We also looked at online resources for users to review, like tutorials, forums, or training modules.
15% of Overall Score
In addition to firsthand experience with these contact center software systems, we evaluated what users say about each product. These criteria consider how customers feel, based on their reviews, to gain insight into platform popularity, ease of use, and overall value for the price.
Frequently Asked Questions (FAQs)
A call center CRM system helps manage and track customer interactions across various channels, primarily through the phone. Other channels include email and live chat. It provides agents with customer data and call history, allowing them to deliver personalized assistance. It also lets managers monitor team performance. Its features typically include call recording, routing, scripting, automatic call distribution, and reporting.
Freshsales is the best cloud-based sales calling CRM because of its powerful call management features. This customer service CRM has intuitive, built-in cloud telephony tools such as automatic inbound call routing, phone dialer, and click-to-call functions. It is also equipped with account and contact management features for effective and efficient customer communication management.
Call center CRM software programs aim to improve overall customer satisfaction from the awareness stage to the consideration and decision stages of the buyer’s journey. A call center CRM system provides customer service reps with all the tools they need to answer customer queries and resolve complaints.
Bottom Line
Customer communication is an essential aspect of customer relationship management. While most CRM providers offer a range of communication channels like email or live chat, one of the key features a call center CRM should have is the ability to provide an in-app phone or integrate with a powerful VoIP system. Freshsales is our top pick because of its powerful call management features like built-in cloud telephony tools and account and contact management features, streamlining customer service management.