12 Best Call Center CRM Software for Small Businesses: Top Tools for Support & Sales
You’ve come to the right place if you’re a business owner or administrator looking for a call center solution that stores contact records, analyzes calls, and manages inquiries and tickets. I have carefully analyzed the best customer relationship management (CRM) systems for call centers and identified voice-over-Internet-protocol (VoIP) or telephony, ticketing, and artificial intelligence (AI)…
You’ve come to the right place if you’re a business owner or administrator looking for a call center solution that stores contact records, analyzes calls, and manages inquiries and tickets. I have carefully analyzed the best customer relationship management (CRM) systems for call centers and identified voice-over-Internet-protocol (VoIP) or telephony, ticketing, and artificial intelligence (AI) as the most notable features for call center agents to deliver better customer support.
With those features in mind, I compared the best call center software — as well as their pricing, features, ease of use, and support — to help you respond to customers promptly and improve call center operations.
Legend: ✓ - Native feature ◐ - Via integration or add-on ✕ - Poor or none
Methodology: How I evaluated the best CRMs for call centers
An excellent contact center CRM software provides features specific to phone calling activities within the platform or through a third-party app integration. I always consider niche features when evaluating an industry-specific CRM or general-use CRM system.
I looked into the reporting functionality of the best CRM for call centers, especially for tracking call logs and call center activities, ease of use, pricing options, and call management tools.
Our Scoring Methodology
How we weighted each factor in this evaluation.
Methodology weights
General Features 25%
Advanced features 20%
Pricing 15%
Ease of use 15%
Support 15%
Expert score 10%
I looked at the overall functionality that I felt was necessary for a CRM. This includes various CRM integration options, reporting and analytics tools, customizable sales pipelines, and a mobile app. I also evaluated other common capabilities in most call center CRM systems, such as task management and automated workflow options.
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 performance management, call center management, VoIP, and call recording for excellent customer support delivery. I also considered advanced capabilities like the availability of AI features.
Pricing considers free plan availability, various scalable pricing options that users can purchase affordably, and the availability of monthly and annual billing options. I reviewed the costs specifically for its call management features, which is a major consideration for people searching for CRM software used in call centers.
When I assessed the best call center CRMs, I used this metric to describe how users can easily navigate and use the features of a solution. I evaluated the ease of use of the providers in terms of built-in templates, automation, onboarding, ease of setup, and scalability.
Help and support were evaluated in terms of customer service hours and the availability of support via phone, live chat, and email. I also looked at online resources for users to review, like tutorials, forums, or training modules.
In addition to firsthand experience with these contact center software systems, I evaluated what users say about each product. Based on their reviews, these criteria consider how customers feel to gain insight into platform popularity, ease of use, and overall value for the price.
Advertisement
What makes HubSpot CRM the best all-in-one call center CRM with a free ticketing system?
What makes Nextiva the best CRM integration for VoIP and collaboration features?
Advertisement
What makes Zoho CRM the best CRM for call center with a fully integrated PBX and analytics?
What makes Pipedrive the best call center CRM software with robust integrations and AI tools?
Advertisement
What makes Salesmate the best call center CRM software for sales calling and call tracking?
What makes Bitrix24 the best for ecommerce omnichannel customer care?
Advertisement
What makes EngageBay the best call center CRM software with call prioritization tools?
What makes monday CRM the best customizable pipelines for telemarketers?
Advertisement
What makes Aircall the best power dialer for outbound sales teams?
What makes Freshdesk the best for customer service teams with multichannel ticketing?
Advertisement
What makes JustCall the best all-in-one dialer integration?
What makes Apollo.io the best AI call center CRM for lead generation?
Advertisement
Frequently Asked Questions (FAQs)
Call centers use general CRM systems like HubSpot CRM, monday CRM, and Pipedrive. Industry-specific software solutions like Nextiva and Aircall that integrate with CRM solutions are also available. Most of these CRM systems have VoIP or telephony, ticketing, and contact management features.
HubSpot CRM is the best CRM software for customer service, as it offers free and paid tools that client-facing teams can use to improve omnichannel communication. Its freemium plan provides emailing features like email reply tracking and engagement metric reporting.
Call center reps can use these tools to gather more information, like from a client who submitted an email ticket for a service request, facilitating a smoother outbound call to resolve the issue efficiently.
Calling, conversation tracking, and automation, such as automatic call distribution, are the top features to look for in a call center CRM solution. The best CRM call center systems have AI and advanced analytics capabilities.
Bottom Line
Customer communication is essential to a call center’s customer relationship management. CRM providers offer a range of communication channels, such as email or live chat, allowing customer-facing teams to provide faster and more satisfactory service efficiently and effectively. While HubSpot CRM is my top recommended CRM for call centers because of its all-in-one functionality with free ticketing tools, the right solution for you depends on your business needs.
Bianca Caballero is a sales and customer experience writer with a background in B2B and B2C growth across the health, pharmaceutical, and insurance space. She brings a practical perspective on how go-to-market teams are adopting AI tools and automation to improve prospecting and pipeline development. Her work explores how emerging technologies are reshaping sales and marketing workflows
Loading more content…
Our mission is to provide small business owners with the information you need to succeed. Learn how to start, market, run, and grow your business today!
Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.
