Top 16 call center phone systems [2024]

In an era dominated by digital communication, call centers remain crucial for customer interaction. Despite the prevalence of email, chat, and social media, many people still prefer the personal touch of a phone call when they need assistance.

Call centers provide that direct human connection so customers feel heard and valued. With the right phone system, call centers can handle high volumes of calls efficiently while delivering exceptional customer service.

In this blog, we'll explore the top 15 call center phone systems of 2024, highlighting the best features and functionalities to help your business stay ahead in a customer-centric world.

What is a call center phone system?

A call center phone system is a technology solution designed to manage and streamline customer interactions. Just as air traffic control manages the flow of airplanes, making sure they land and take off smoothly, call center software orchestrates the flow of customer communications.

The primary purpose of call center software is to enhance the efficiency and effectiveness of customer support teams by automating and organizing their workflows.

The 16 best call center phone systems and solutions

1. Zoom Contact Center for unified communications

Meet Zoom Contact Center, your go-to omnichannel solution that seamlessly integrates a powerful call center system into our complete communications platform. Manage all customer interactions smoothly across voice, video, SMS, social media, and chat. This means all your communication channelsare seamlessly connected, making managing and providing a cohesive customer experience easier.

Zoom Virtual Assistant, Zoom's AI chatbot, is an efficient virtual assistant, ready to help customers find answers quickly and route them to the right agent without hassle.

Some other features include:

• Boosts CSAT score with AI chatbot accuracy:Zoom's AI chatbot isn't just smart; it's precise. Accurately addressing customer inquiries helps boost your customer satisfaction score (CSAT)so your customers are happy and well served.
• Improved first-contact resolution with CRM integration: Zoom Virtual Agent integrates effortlessly with your CRM system, providing agents with all the customer information they need. This means issues are resolved faster, often on the first contact, enhancing overall efficiency.
• Faster resolution with seamless chat history handoff:With seamless chat history handoff, agents can pick up right where the previous interaction left off, driving quicker resolutions and a better customer experience.
• Visual IVR system with drag-and-drop design:Zoom's visual interactive voice response (IVR) system is user-friendly and intuitive. With a drag-and-drop design, you can easily set up and modify the IVR menus, making it simple to tailor the customer journey to your needs.
• Video-optimized high-touch engagements: Zoom's video capabilities allow for high-touch engagements, which are perfect for more complex or personalized customer interactions.
• Empower agents with Workforce Engagement Management tools: Utilize Zoom Workforce Management to create optimized schedules that align with business needs and agent availability, ensuring efficient coverage during peak times. Additionally, you can also monitor and evaluate agent performance through real-time feedback, coaching - fostering a culture of continuous improvement.

2. Zendesk Talk for streamlined customer support

Zendesk Talk strives to make customer support smooth and hassle-free. Built right into the Zendesk platform, it's designed to handle customer interactions efficiently, whether it's over the phone, chat, or email.

With features like automatic call distribution, call recording, and real-time monitoring, Zendesk Talk equips your team with tools to provide top-notch support. Plus, its integration with other Zendesk products means support processes are always in sync, making it easier to track and manage customer interactions.

Using Zendesk Talk in your call center means faster response times and more personalized service. Its integration options allow you to connect with your favorite CRM and other business tools so all your customer data is in one place. This makes providing accurate and timely support easier, enhancing the overall customer experience.

3. Talkdesk for customer experience management

Talkdesk is a cloud-basedcall center platform that's designed to elevate your customer experience. It gives your team the tools they need to connect with customers effectively and efficiently.

Talkdesk's main features include AI-driven analytics, which provides deep insights into customer interactions, and customizable workflows that let you tailor processes to fit your unique needs.

Talkdesk offers significant benefits for growing businesses. Its easy integration with various CRM systems and other business tools means you can keep all your data synchronized and accessible. This seamless integration helps streamline operations, making it easier to manage customer relationships and drive faster resolutions. With Talkdesk, you're equipped to deliver exceptional customer service while supporting your business's growth.

4. Freshcaller for versatile call management

Freshcaller is a versatile call management system for businesses looking to streamline their communication processes. Whether you're handling a high volume of calls or need a reliable system for customer support, Freshcaller has you covered.

One of Freshcaller's standout features is its user-friendly interface, which makes it easy for your team to get up and running quickly. With advanced call routing, calls are directed to the right agent every time, reducing wait times and improving customer satisfaction. Plus, Freshcaller integrates seamlessly with various CRM systems and other business tools, so all your customer information is at your fingertips.

With Freshcaller, managing calls is a breeze, allowing your team to focus on what they do best: providing exceptional customer service.

5. RingCX for workforce management

RingCX by RingCentral is an AI-powered contact center solution that simplifies customer interactions. With RingSense AI, it automates tasks and provides insights to help businesses manage customer experiences across various channels, including voice, social media, and 20+ digital platforms.

The platform offers tools for agents and supervisors to work more effectively, with features like AI-powered coaching and real-time analytics. The straightforward pricing includes unlimited minutes and access to essential features, making it a practical solution for improving customer service.

6. Five9 for cost-effectiveness

At its core, Five9 simplifies customer service operations with advanced tools like predictive dialing and IVR. These features empower businesses to streamline call handling for customer interactions tailored to individual needs.

Beyond its technical prowess, Five9 excels in enhancing overall customer service quality. By integrating seamlessly with popular CRM systems, such as Salesforce and Zendesk, Five9 equips agents with comprehensive customer data. This integration facilitates quicker issue resolution and improves customer satisfaction.

7. Aircall for team collaboration

Aircall stands out with its user-friendly interface and seamless integrations with CRM and helpdesk tools. This allows sales and support teams to access and update customer information effortlessly during calls for personalized and efficient customer interactions every time.

Aircall's focus on enhancing team productivity and customer satisfaction is what sets it apart. Features like real-time analytics and call monitoring empower sales teams to track performance metrics and make data-driven decisions on the fly. For support teams, Aircall streamlines workflows with features like call queuing and routing for faster issue resolution and improved customer service.

Ideal for businesses looking to scale their customer interactions, Aircall adapts flexibly to diverse needs. Whether you're a fast-growing startup or an established enterprise, Aircall's scalability and integration capabilities make it a perfect fit for enhancing sales and support operations.

8. Dialpad for AI-powered call analytics

Dialpad is a communication platform transforming business interactions with its advanced features and seamless integrations. Designed for versatility, Dialpad boosts productivity across industries with AI-powered call analytics, offering real-time insights into call patterns and agent performance. This empowers businesses to optimize workflows and make informed decisions swiftly for efficient operations and exceptional service delivery.

Dialpad prioritizes call quality and reliability, delivering crystal clear voice and video calls supported by a robust global infrastructure. It caters particularly well to remote teams and customer support centers for uninterrupted communication and scalable operations.

Dialpad's real-time transcription capabilities streamline operations by automatically transcribing calls, enhancing compliance and facilitating quick review and analysis. Its seamless integration with Google Workspace, Salesforce, and Slack consolidates communication channels and enhances collaboration across platforms.

9. LiveAgent for e-commerce businesses

LiveAgent is built for e-commerce businesses because it combines the best of both worlds: a call center and a helpdesk rolled into one super-efficient platform. Imagine handling all your customer queries, order issues, and support tickets from a single, easy-to-use dashboard.

One of the coolest things about LiveAgent is how it handles customer communications from everywhere - email, live chat, and you can even connect your business's Facebook page to your LiveAgent inbox. It's like having a Swiss Army knife for customer service. And the ticketing system? It's smart - it sorts and sends issues to the right team automatically, so nothing falls through the cracks.

Plus, LiveAgent plays nice with all your other tools. Whether you're using Shopify for your online store or Salesforce to manage customer relationships, LiveAgent integrates smoothly, making your life easier and your customer service top-notch.

10. Nextiva for sales and marketing calls

Nextiva excels with its intelligent call routing system so every call reaches the right person promptly. This feature minimizes wait times and optimizes agent productivity, enhancing overall customer satisfaction.

What sets Nextiva apart is its robust analytics toolkit. Beyond basic metrics, Nextiva provides in-depth insights into call performance, customer trends, and agent effectiveness. This data-driven approach empowers businesses to make proactive decisions that drive growth and improve customer relationships.

Nextiva integrates seamlessly with popular CRM systems and marketing tools like Salesforce and HubSpot. This integration not only centralizes customer data but also streamlines workflows across departments, fostering collaboration and efficiency.

Ideal for businesses focused on enhancing sales and marketing efforts, Nextiva combines powerful features with intuitive usability, making it a preferred choice for organizations looking to elevate their customer interactions and operational effectiveness.

11. GoTo Connect for simple features

GoTo Connect simplifies communication with essential features like clear voice calls, high-definition video conferencing, and instant messaging. Whether you're connecting with customers or collaborating with your team, GoTo Connect promises reliable interactions.

For call centers, GoTo Connect offers practical benefits. Its robust voice and video capabilities facilitate efficient customer support and internal communications. Conduct HD video meetings or resolve customer issues promptly through clear voice calls - all on a unified platform.

GoTo Connect stands out with its seamless integration capabilities, syncing effortlessly with CRM systems and productivity tools. This integration centralizes data management and streamlines operations, enhancing overall efficiency and collaboration.

12. Genesys Cloud for customizable workflows

Genesys is known for its contact center solutions that enhance customer experiences across various communication channels like voice, email, chat, and social media. It offers features like omnichannel routing, workforce optimization, and AI-driven analytics, catering to both large enterprises and growing businesses.

Genesys' ability to integrate seamlessly with CRM systems and business applications provides a unified view of customer interactions. This integration supports efficient operations and enables personalized customer service, contributing to improved agent productivity and overall customer satisfaction.

13. Avaya for guided live engagement

Avaya makes customer interactions smooth and personalized with its guided live engagement solutions. It's designed to help businesses connect with customers in real time through voice, video, and messaging channels. Avaya integrates with various business tools, which means you can manage everything in one place and keep operations running smoothly.

Whether you're handling customer inquiries, hosting virtual meetings, or providing support through messaging, Avaya can help you deliver exceptional service without the hassle. It's the go-to platform for businesses looking to enhance customer engagement and streamline communication across channels.

14. Channels for outbound campaigns

Channels, formerly known as CrazyCall, is a versatile platform designed to streamline customer support management through its desktop and mobile applications. Featuring a convenient click-to-call browser extension, Channels empowers outbound campaigns by simplifying the initiation of calls directly from web browsers.

Beyond its core features, Channels provides additional benefits such as seamless integration options with CRM systems and other business tools. This integration streamlines workflow processes, allowing for synchronized data management and improved operational efficiency.

15. HubSpot for marketing automation

HubSpot combines marketing automation with a robust call center solution, making customer communication seamless. It integrates smoothly with HubSpot CRM and other tools so all customer interactions are centralized for easy management.

With HubSpot, you can handle inbound calls efficiently, automate follow-ups, and track interactions effortlessly - all in one place. It's designed to enhance your marketing efforts and deliver excellent customer service.

HubSpot also offers flexible integration options, allowing you to optimize workflows and adapt to your business needs. Whether you're growing your business or refining operations, HubSpot provides the tools to support your goals.

16. NICE CXone for AI-supported customer interactions

NICE CXone helps organizations manage customer interactions efficiently. It offers a unified, interaction-centric platform that handles communications across various channels on a cloud-native system, allowing for quick deployment and global scalability.

NICE CXone brings together channels, data, and applications to improve customer interactions. Powered by Enlighten, an AI framework specifically built for customer experience, it streamlines processes and enhances both customer and employee interactions.

How to choose the best call center phone system for your needs

Selecting the right call center phone system is crucial for enhancing customer experience and operational efficiency. Consider the following factors to guide you in making an informed decision.

• Advanced features: Modern call center solutions offer advanced features like IVR, which automates customer interactions by guiding callers through a series of prompts.
• AI capabilities: Generative AI is now powering chat bots to engage with customers, as well as agent assist features like Next Best Action, Auto Translation, and Automatic Wrap-Up.
• Pricing: When evaluating call center phone systems, consider pricing structures that align with your budget and operational scale. Some systems offer scalable pricing models based on usage or agent numbers, providing flexibility as your business grows.
• User experience: A superior user experience is essential for both customers and agents. Look for intuitive interfaces and tools that simplify call handling, agent training, and monitoring. A well-designed system reduces handling times and improves overall satisfaction.
• Omnichannel support: Integrate seamlessly withyour chosen system across multiple channels such as voice, email, chat, and social media. This omnichannel supportenables consistent customer interactions regardless of the platform.
• Security: Protecting sensitive customer data is paramount. Opt for systems that offer robust security features such as data encryption and secure connections.
• Cloud-based flexibility: Cloud-based call center solutions provide scalability and accessibility. They offer flexibility for remote teams, disaster recovery, and real-time updates without the need for on-premises hardware. This scalability supports business continuity and adapts to evolving operational needs.

Elevate customer engagement with Zoom Contact Center

Zoom Contact Centeris designed to revolutionize customer engagement by offering a suite of robust features, including AI Companion, and seamless integration capabilities. With Zoom Contact Center, businesses can streamline operations through AI, advanced call routing, real-time analytics, and seamless integration with CRM systems for more efficient and personalized customer interactions.

Ready for a call center upgrade? Try Zoom Contact Center today.