7 Best Call Management Systems for 2023
Corey McCraw is a staff writer covering VoIP and Unified Communications. Corey has over a decade of experience in marketing, tech writing, and corporate communications and has even penned content for the former First Lady Michelle Obama’s Let’s Move initiative.
With more than five years of content writing experience, Sam covers office technology topics at Fit Small Business, including business phone systems and unified communications as a service (UCaaS).
This article is part of a larger series on VoIP.
The best call management systems help small businesses handle incoming calls more efficiently by routing customer queries to the right agents, recording and analyzing conversations, and displaying metrics that evaluate and improve team performance. When choosing a platform, consider the most important call management features: automatic call distribution (ACD), interactive voice response (IVR), call recording, and call activity analytics.
To help you find the right business tool, we evaluated several call management software tools and identified their best use cases. These are our top picks:
- RingCentral: Best overall for managing calls efficiently through robust third-party integrations
- Nextiva: Excellent for reducing long-distance call costs
- 8×8: Solid pick for connecting with customers overseas
- Vonage: Great for managing low and fluctuating call volumes
- Google Voice: No-frills, budget-friendly call management platform
- Ooma: Excellent for securing hardware phones that complement the call management software
- Grasshopper: Top choice for obtaining multiple phone numbers for customer support
Best Call Management Systems at a Glance
Best Call Management Systems | Monthly Starting Price (per User) | Key Features | Free Trial | FSB Rating |
|---|---|---|---|---|
 | $30 |
| 14 days | 4.45 out of 5 |
 | $30.95 |
| 7 days | 4.40 out of 5 |
 | $28 |
| Not available (N/A) | 4.27 out of 5 |
 | $19.99 |
| 14 days | 4.21 out of 5 |
 | $10 |
| N/A | 4.02 out of 5 |
 | $19.95 |
| 30-day money-back guarantee | 3.82 out of 5 |
 | $31 for unlimited users |
| 7 days | 3.81 out of 5 |
Take our quiz to find out which call management system is best for you.
Which call management system is right for you?
RingCentral: Best Overall Call Management System
Overall Score:
4.45 / 5
What We Like
- 99.999% uptime service level agreement (SLA)
- Intuitive IVR editor
- Supports various types of business phone numbers, namely local, toll-free, vanity, and international
Where It Falls Behind
- More expensive subscription plans than other call management platforms
- Entry-level plan doesn't include integrations with customer relationship management tools (CRM)
- Live reports for call queue management require an additional fee
RingCentral Monthly Pricing*
- Core: $30 per user for unlimited calling within the United States (U.S.) and Canada, multi-level auto-attendant, up to 100 toll-free minutes, and basic call queues
- Advanced: $35 per user for up to 1,000 toll-free minutes, advanced routing on call queues, automatic and on-demand call recording, and voicemail-to-text
- Ultimate: $45 per user for up to 10,000 toll-free minutes, unlimited storage for files, messaging, and recording, and Business Analytics Pro
*Pricing is based on monthly billing. Save up to 33% with annual billing. The provider offers volume discounts for 50 users and up.
RingCentral ranks first in this list of exceptional call management systems, providing robust call routing tools and further extending its functionalities through a wide range of third-party integrations. It allows you to distribute calls to multiple phone numbers and team members based on the day of the week or the number dialed. Its call queue accommodates up to 25 calls waiting.
The platform comes with advanced call monitoring tools, such as whisper and barge, letting managers coach agents in real time and intervene in the call when necessary. RingCentral’s integrations include popular customer relationship management (CRM) systems, like Salesforce, Zoho CRM, and HubSpot. With this, service representatives get a complete customer profile during a call, helping them understand concerns better. All these contribute to faster customer service and shortened waiting times.
RingCentral is our top pick in the best business phone systems guide. However, its subscription plans are more expensive than other call management software. If you want a cheaper alternative and only need a basic phone system to handle calls, Google Voice is a better option. It has a free version for solopreneurs, and its paid plan starts at $10 only per user.
RingCentral Features
Enable RingCentral’s RingOut when you have an unstable internet connection. (Source: RingCentral)
- Call delegation: Assign key team members to answer calls on behalf of company executives to manage multiple call transfers more efficiently. RingCentral allows users to have a maximum of 10 assistants to an executive or 10 executives to an assistant.
- RingOut: This feature lets you use a landline or a mobile phone to make calls when you have an unstable internet connection. Your RingCentral number will appear in the caller ID instead of your landline or mobile number.
- Visual voicemail: See all your voicemails and choose which ones to prioritize. Read the messages when you’re not able to listen to the audio files.
Our in-depth RingCentral review outlines more voice-over-internet-protocol (VoIP) capabilities you’ll find useful when managing a high call volume. Check out the guide before subscribing to this solution.
Nextiva: Best Call Management System for Reducing Long-distance Call Costs
Overall Score:
4.40 / 5
What We Like
- Free local and toll-free number
- Unlimited internet fax
- Works on browser, Mac, Windows, iOS, and Android
Where It Falls Behind
- Lacks a free version, and the free trial period is shorter than other call management platforms
- Expensive subscription for solopreneurs and small teams
- Call recording and voicemail transcription are only available at the most expensive subscription package
Nextiva Monthly Pricing*
- Essential: $30.95 per user for unlimited calling within the U.S. and Canada, up to 1,500 toll-free minutes, auto-attendant, and voicemail-to-email notifications
- Professional: $35.95 per user for up to 3,000 toll-free minutes, multi-level auto-attendant, and voicemail-to-SMS notifications
- Enterprise: $45.95 per user for up to 12,500 toll-free minutes, voicemail transcription, single sign-on, and integrations with productivity, CRM, and customer service tools
*Pricing is based on monthly billing for one to four users. Save up to 22% with annual billing.
Nextiva ranks high in our list of the best call management systems because of its generous toll-free minute allowance. The maximum monthly allocation of 12,500 toll-free minutes helps organizations manage costs when receiving a large volume of long-distance calls. Its base-level allowance is 1,500 toll-free minutes, ideal for businesses with low call volume.
This provider is known to be a reliable small business VoIP service. However, one drawback is that its call recording and voicemail transcription features are only offered in its most expensive subscription package, priced at $45.95. If you want to unlock these capabilities without the hefty price tag, choose Ooma instead. Its Pro subscription package, which costs $24.95, almost half the price of Nextiva’s most expensive plan, includes these features.
Nextiva Features
Let managers assess agent performance through the call rating form. (Source: Nextiva)
- Call routing: Configure business hours settings to assign calls to agents based on time of day. Or, choose skills-based routing to direct customers to team members most qualified to handle their specific concerns.
- Call rating: Create a questionnaire form to help team leaders evaluate agent performance as they revisit call recordings. Nextiva has three types of survey queries: scale, yes or no, and rating questions.
- Custom ringback: Use customized music to create a more positive waiting experience for callers and reflect your unique brand identity. Nextiva plays your tracks as the customer waits for an agent to pick up the call.
In our Nextiva review, we recommended this VoIP solution to teams requiring a service with professionally recorded voice greetings and auto-attendant features. Read the article to see if it fits your business needs.
8×8: Best for Connecting With Customers Overseas
Overall Score:
4.27 / 5
What We Like
- Allows businesses to mix and match plans
- Third-party integrations are available in the entry-level plan
- Offers robust call monitoring tools, which are only common in call center systems
Where It Falls Behind
- Doesn’t offer volume discounts like RingCentral and Nextiva
- Businesses must pay an additional fee for speech analytics
- Lacks toll-free minute allowance
8x8 Monthly Pricing*
- X2: $28 per user for unlimited voice calling to 14 countries, multi-level auto-attendant, call queues, and voicemail transcription
- X4: $57 per user for unlimited voice calling to 48 countries, 8×8 Frontdesk, call monitoring, and supervisor analytics
*Pricing is based on monthly billing. Save up to 23% with annual billing.
With its unlimited international calling features, 8×8 is the ideal call management platform for companies catering to audiences overseas. The provider’s highest-tier subscription plan lets you connect to customers in 48 countries, including Australia, France, Germany, Mexico, and the United Kingdom. Managing international calls is easier with the provider’s basic call center capabilities, like 8×8 Frontdesk and supervisor analytics.
8×8 Frontdesk allows live receptionists to manage inbound calls better. Its intuitive user interface helps agents quickly route, transfer, and park calls, and see the availability status of individual customer service representatives. Meanwhile, supervisor analytics shows metrics indicating the status of call center activities.
Although 8×8 offers features ideal for accommodating high call volumes, it doesn’t offer a toll-free minute allowance. It doesn’t provide volume discounts either, which would benefit large teams with high call volumes. Consider RingCentral and Nextiva if you prefer having a toll-free minute allowance and discounts for bulk users.
8×8 Features
8×8’s Conversation IQ outlines the most common speech topics in calls. (Source: 8×8)
- Call queues: Organize phone calls better by keeping customers in a virtual line. Keep them engaged with prerecorded business messages and customized music until an agent becomes available to talk to them.
- Conversation IQ: 8×8 automates call transcription, making it easy for managers to search keywords and understand the most common customer inquiries and requests. Conversation IQ analyzes sentiments as well, which helps in recalibrating communication strategies.
- Hotdesking: Let employees access their unique user profile settings on any phone or device in your system. Even when they’re logged into a hotdesk phone, their assigned phone will still ring when a phone call comes through.
If you plan to adopt this call management solution in your business, refer to our 8×8 review to learn the other features offered. We also evaluated the provider’s pricing, ease of use, and customer service to help you be fully informed before making a decision.
Vonage: Best for Managing Low & Fluctuating Call Volumes
Overall Score:
4.21 / 5
What We Like
- Wide range of standard business phone features
- Supports local, toll-free, and international numbers
- Offers unlimited global calling plans
Where It Falls Behind
- Limited third-party integrations
- Toll-free number is more expensive than other providers, costing $39.99 a month
- Call recording is exclusively offered in the most expensive subscription plan
Vonage Monthly Pricing*
- Mobile: $19.99 per user for mobile and desktop apps, unlimited calls and SMS, unlimited team messaging, and access to Vonage App Center
- Premium: $29.99 per user for a multi-level auto-attendant, IP desk phone capability, and CRM integration
- Advanced: $39.99 per user for on-demand call recording, call group, and visual voicemail
*Pricing includes one main local company number. The provider requires a minimum one-year contract.
Vonage is the right call management service if you have low or fluctuating call volumes because the platform is customizable with a la carte call management features. All subscription plans have standard capabilities, including auto-attendant, call blocking, call forwarding, call rerouting, and call screening, which should be enough to handle low call volumes.
For months or seasons with a high number of customer inquiries, you have the option to add certain functionalities to your phone system for more efficient inbound call management. Some of Vonage’s add-on tools are toll-free numbers with unlimited use, call queues, and call groups.
However, many of Vonage’s add-ons are costly. For instance, the provider charges $39.99 for the toll-free number with unlimited use. If you need multiple toll-free numbers to accommodate high call volumes, it’s best to choose the call management app RingCentral. Its subscription plan comes with a free toll-free number, and additional numbers cost only $4.99 monthly.
Vonage Features
Automate geographic call routing and outbound call placement through smart numbers. (Source: Vonage)
- Simultaneous ring: Ring several team members’ devices to avoid missing an important call. Vonage allows alerting up to five different phone numbers. When nobody in your team answers, the call goes straight to voicemail.
- Smart numbers: Automate tasks and boost your team’s productivity using intelligently programmed numbers. Using smart numbers, you’ll be able to route calls geographically based on the caller’s area code and place calls to a customer, e.g., to remind them of appointments, with an automated voice response.
- Spam shield: Vonage automatically identifies telemarketers or suspected scammers’ numbers. A warning appears on the caller ID to keep the agent from answering the call.
To learn more about this call management tool’s features, refer to our comprehensive Vonage Business Communications review. In this guide, you’ll learn more about its more than 50 standard voice and unified communications capabilities.
Google Voice: No-frills, Most Budget-friendly Call Management System
Overall Score:
4.02 / 5
What We Like
- Free local number
- Intuitive, easy-to-use interface
- Seamless integration with Google Workspace products
Where It Falls Behind
- Doesn't offer other types of phone numbers, like toll-free and vanity
- Lacks advanced call management features, such as monitor and barge
- Only U.S.-based businesses are able to use the free version
Google Voice Monthly Pricing
- Free: For one user, unlimited calls and texts in the U.S., and voicemail
- Starter: $10 per user for up to 10 users, up to 10 domestic locations, calls to the U.S., Canada, and select European countries, and voicemail transcription
- Standard: $20 per user for unlimited users, unlimited domestic and regional locations, session initiation protocol (SIP) link, and ring groups
- Premier: $30 per user for advanced reporting and automatic user call recording
Among the best call management solutions, Google Voice is the most suitable option for small businesses that only need essential call management capabilities and have a tight communications budget. The platform has the most affordable rates, with an entry-level subscription plan priced at $10 per user. Moreover, a free version is available for solopreneurs. You simply have to create or log into your Google account to access the system.
The paid subscription plan comes with basic features, namely call forwarding, voicemail transcription, access to the web and mobile apps, and integrations with Google Meet and Calendar. The no-frills service call management system offers 99.9% uptime SLA across all subscription plans, making it a reliable platform for small teams.
Before choosing Google Voice, note that it doesn’t offer toll-free and vanity numbers. If you need different types of phone numbers to establish a national presence and manage calls, choose Grasshopper. This call management platform provider supports toll-free and vanity numbers and adds numbers as you choose higher-tier subscription plans.
Google Voice Features
Determine which types of calls will be recorded on Google Voice. (Source: Google Voice)
- Ring groups: Reduce wait times by directing calls to multiple team members. Other than ensuring all customer queries are addressed, this feature distributes workload among agents and improves productivity.
- Call recording: Record calls and have managers revisit them for performance evaluation. This feature also helps clear miscommunication between agents and customers and reduces the risk of legal disputes.
- eDiscovery: Search for text messages, voicemails, transcripts, and log events easily using Vault. Export search results for easy reference of files.
Learn more about this call management platform in our Google Voice review. We recommended the VoIP solution for solopreneurs and small businesses operating in home offices.
Ooma: Best for Securing Hardware Phones That Complement the Software
Overall Score:
4 / 5
What We Like
- Unlimited calling in the U.S., Canada, Mexico, and Puerto Rico
- Includes 500 toll-free minutes in all plans
- Low international calling rates
Where It Falls Behind
- Limited third-party integrations
- “Find me, follow me,” a standard phone feature in many VoIP providers, is only available at the most expensive subscription package
- Entry-level plan doesn’t offer the desktop app
Ooma Monthly Pricing
- Essentials: $19.95 per user for 50-plus standard features, virtual receptionist, ring groups, and one toll-free number
- Pro: $24.95 per user for call recording, enhanced call blocking, voicemail transcription, and integrations with Google Workspace and Office 365
- Pro Plus: $29.95 per user for call queuing, hotdesking, find me-follow me, and integrations with Salesforce and Microsoft Dynamics 365
If you need hardware phones that complement your call management platform, Ooma is a great option. The provider has its own brand of internet protocol phones, which accommodate different kinds of call volume, whether low, medium, or high. It offers a buy one, take one promo and a risk-free 30-day return program, letting businesses save more on hardware costs. Aside from Ooma devices, the provider carries third-party phones, namely Yealink and Cisco.
Ooma features plenty of call management tools: call forwarding, call transfer, voicemail, extension dialing, and three-way calling. However, the drawback of choosing this provider is that you must get the most expensive subscription plan to unlock the find me, follow me feature. On Vonage, this tool is a standard feature, which you’ll access even at the entry-level subscription plan.
Ooma Features
Block anonymous calls and suspected spammers on Ooma. (Source: Ooma)
- Seven-digit dialing: Simplify outbound calls by simply dialing seven digits of phone numbers instead of 10. This is possible by setting the user’s local area code in the Number Settings.
- Enhanced call blocking: Block anonymous calls and suspected spammers and let team members focus on legitimate business calls. You also have the option to create a Block List and add numbers you don’t want to accommodate.
- Call park: Place calls in communal “parking spots” and have another team member pick up the call. This is also beneficial if an agent needs to change devices or locations.
Our in-depth Ooma review details the pros and cons of the call management platform. Check the guide to learn if it fits your business communication requirements.
Grasshopper: Best for Obtaining Multiple Phone Numbers
Overall Score:
3.82 / 5
What We Like
- VoIP features are included in all subscription plans
- Offers unlimited phone extensions
- Provides live receptionist services through Ruby
Where It Falls Behind
- Requires an account with a third-party carrier and an active landline or cellphone number
- Limited collaboration tools, lacking in team messaging
- Doesn’t offer call recording
Grasshopper Monthly Pricing*
- Solo: $31 per user for one phone number and three extensions
- Partner: $51 per user for three phone numbers and six extensions
- Small Business: $89 per user for five phone numbers and unlimited extensions
All plans include call forwarding, virtual fax, voicemail, custom greetings, and call transfer.
*Pricing is based on monthly billing. Save over 10% with annual billing.
If you need several phone numbers and extensions to accommodate multiple customer queries, Grasshopper is a suitable call management solution. It offers a maximum of five phone numbers and an unlimited number of extensions in its highest-tier subscription plan. Should you require more phone numbers, you pay the monthly fee of $10 per number.
Regardless of your subscription plan, you’ll have access to all the call management tools the provider offers: voicemail transcription, simultaneous call handling, incoming call control, and reporting. Moreover, you can get live receptionist services through Ruby for an additional fee.
While Grasshopper is an excellent virtual phone number provider, it falls short on native third-party integrations, as it only works with Skype. If you prefer a call management platform that connects seamlessly with your existing tech stack, it’s better to choose RingCentral. The provider has hundreds of third-party integrations.
Grasshopper Features
Grasshopper allows businesses to record phone greetings through the built-in Voice Studio. (Source: Grasshopper)
- Call blasting: Ring up to 15 phone lines and notify multiple team members about an incoming call. This helps cut down customers’ waiting time and deliver faster customer service.
- Voice studio: Tap into the talent of professional voice actors for your custom phone greetings. Your announcements can be recorded in English and Spanish.
- International calling: Grasshopper supports calling to more than 50 countries, including Mexico, Australia, and the United Kingdom. Your account must be at least 60 days old to activate international calling. For those based in Alaska or Hawaii, a five-day-old account is enough.
If you’re considering using this platform to manage phone calls, use our Grasshopper review to learn more. See if its ease of use and customer support matches your business needs.
How We Evaluated the Best Call Management Systems
To assess the top call management providers, we considered pricing, general and advanced features, ease of use, and customer support. We added our expert opinion on its value for money and popularity in the evaluation.
Learn our specific considerations for each criterion by clicking on the tabs below:
15%
Pricing
25%
General Features
20%
Advanced Features
10%
Ease of Use
10%
Customer Support
20%
Expert Score
15% of Overall Score
To determine the platform’s affordability, we checked the cost of the base level and second-tier plans and gave more points to those offering annual and volume discounts. We also considered if the providers offer a forever-free plan that benefits solopreneurs, startups, and small teams.
25% of Overall Score
The general features we looked at were unlimited calling in the U.S. and Canada, video and audio conferencing, and a mobile app. Since businesses need a reliable communications platform, we included the SLA guarantee in our assessment, giving more points to those with 99.999% or above uptime.
20% of Overall Score
The specialized features we checked were international calling, international numbers, and the IVR system. Higher points were given to providers with robust integrations.
10% of Overall Score
We evaluated ease of use by determining the expertise required to set up and operate the phone system. We also assessed if providers have an intuitive interface.
10% of Overall Score
The variety of customer communication channels was part of our evaluation. We gave more points to providers with email, phone, and live chat support. We considered the hours these channels are active and operational.
20% of Overall Score
This includes our evaluation of the provider’s standout features, value for money, and ease of use. We checked user ratings in third-party review sites to gauge the software’s popularity.
*Percentages of overall score
Frequently Asked Questions (FAQs)
A call management system is a platform that automatically gathers information from callers and distributes such calls to the proper customer service representatives. This is made possible by various tools, including call queues, call groups, and the IVR system.
The primary benefit of using phone call management software is providing better customer service. Since the system automatically directs callers to the right agents and departments, customers are able to get faster, more accurate responses to their inquiries and requests. Here are more benefits of using a call management solution:
- Increased agent and team productivity: Automatic call routing means team members won’t waste precious time manually assigning calls to agents. Moreover, many platforms integrate with third-party business tools, like CRM, allowing service representatives to know important customer information and handle requests faster.
- Lower costs: As you boost productivity and handle more customer concerns at a given time, you cut down operational costs in the long run. You won’t have to pay for employee overtime since quotas are hit within work schedules.
- Improved performance: With call management platforms, you’ll be able to assess customer service operations through the call analytics tool. If you want to evaluate performance on an individual level, use call monitoring features.
The best call management platform offers accessible pricing, robust features and integrations, and an easily navigable interface. Let’s explore each one of these factors here:
- Accessible pricing: The best call management solution for your business matches your financial capability. Look for providers offering multiple subscription plans for different budget levels and business sizes. If you have multiple phone users, go for those with discounts for bulk purchases.
- Robust features and integrations: The call routing features you should prioritize are ACD, IVR, call queues, and ring groups. For call handling, your system must at least have caller ID, call forwarding, call transfer, and call park. The third-party integrations should match your existing tech stack, working with different types of tools, such as CRM, customer service, and collaboration software.
- Easily navigable interface: Team members shouldn’t have a hard time using the chosen platform or take a long time being familiar with it. Maximize the free trials offered by different providers to see which one fits the tech know-how of your employees.
Bottom Line
The best call management platforms enable you to distribute calls to team members efficiently, handle inquiries professionally, and capture conversations for improved agent performance evaluation. Out of all the VoIP apps reviewed, RingCentral is the best tool as it’s equipped with advanced call routing and monitoring capabilities as well as robust third-party integrations that further improve its functionality. Sign up for RingCentral’s 14-day free trial today.
