100% web-based Call Center Software for advanced call tracking, problem resolution & self-help access. View free demo now.
Free Trial | Compare Products | Learn More
www.NumaraSoftware.com
Call Center software for any size call center. Affordable call recording devices and monitoring equipment. Free quotes.
Free Demo | Contact Us | Call Center S/W | Free Quote
www.callrecordingsolutions.com
World Leader - 5 System Options Any Budget, On Site or Hosted
www.TouchStar.com
Build customer loyalty providing faster, responsive customer contact
www.Avaya.com
Free Online Demo, Award Winning Affordable Hosted or Installed
www.Datatel-Info.com
Easy to deploy. 100% on-demand. No upfront costs. Demo it now!
Contactual.com/call_center_software
Transform Your Business with Avaya Contact Center Solutions
www.avaya.com
Enterprise PBX call center system includes VoIP capabilities. All hardware included. 24/7 Support. Outlook Integration & Unlimited Extensions.
Home | Products | FAQ | Contact Us
www.fonality.com
Address verification software designed to quickly and accurately look up and validate U.S. addresses against postal data from the U.S.P.S.
www.qas.com
Compare call center software using Capterra's free, comprehensive directory.
Capterra.com
Experience VPI's free live call center recording and quality monitoring software demo. Free call center recording resource guides and white papers.
www.VPI-Corp.com
Call Center vendors: software products for CTI, VoIP, IVR, ACD, Multimedia, CRM, and contact center management.
CTI Vendors | IVR Vendors | VoIP Vendors | Dialer Vendors
www.teleplaza.com
Compare software solutions for improved contact center marketing and CRM. Products and services for outbound, inbound or blended call centers.
CTI | Unified Solutions | Help Desk Vendor | Multichannel
www.crmxchange.com
Market Leading Hosted Call Center No Hardware/Software, Pay Per Month
www.Five9.com
Instant setup, only 3.5c/min. Distributed Agents. 1000+ capacity
www.CallFire.com
Manufacturer of audio application processors and call management task systems which are computer telephone integration equipment. Also a manufacturer of legacy systems servers which are data gathering systems for answer center agents and voice ...
www.amarex.com
Developer of computer telephony integration software which is used in call centers. Software runs on Windows 95 and NT platforms. Products are sold to the healthcare, banking, insurance and utilities industries.
www.altech.com
Transform Your Business with Avaya Contact Center Solutions
www.avaya.com (Paid)
Manufacturer of in-bound call center systems hardware and software and voice mail systems. The software runs on IBM and compatible systems. Products are sold to message call service centers, hospitals and corporations.
www.axoncom.com
Developer of call center simulation software called callLAB(tm). Software runs on Windows NT. Products are sold to multiple industries. This company was capitalized by private investment.
www.bardtech.com
Provider of help desk software and call center solutions. Based in Long Island, New York.
www.baronsoftware.com
Developer of PrimeTime(tm), a software that allows the user to perform analyses to predict how changes in call volume and staffing will affect call center operations. Software runs on Windows 95. Products are sold to multiple industries. This...
www.blue-pumpkin.com
Provider of tools and telephony systems to enable eBusiness and Customer Relationship Management (CRM) applications. Primarily used in Telesales, Market Research, Customer Service and support Contact Centers.
www.opencti.com
Developer of While You Were Out(tm) and Who's In(tm) telephone management software for any Windows based network. Software features include automatic dialer, import, operator assist, export and mail enable. Products are sold to multiple indust...
www.caliente.com
Enterprise PBX call center system includes VoIP capabilities. All hardware included. 24/7 Support. Outlook Integration & Unlimited Extensions.
Home | Products | FAQ | Contact Us
www.fonality.com (Paid)
Experience VPI's free live call center recording and quality monitoring software demo. Free call center recording resource guides and white papers.
www.VPI-Corp.com (Paid)
Call Center software for any size call center. Affordable call recording devices and monitoring equipment. Free quotes.
Free Demo | Contact Us | Call Center S/W | Free Quote
www.callrecordingsolutions.com (Paid)
Compare call center software using Capterra's free, comprehensive directory.
Capterra.com (Paid)
Parent/holding company with high-tech units involved in a wide spectrum of call center and telemanagement products, services, performance monitoring systems, call accounting services and consulting services for call centers and general business ...
www.centergistic.com
Enables support staff to use one tool, without requiring supervisory privileges, to reset passwords for a variety of systems and automatically create trouble tickets.
www.courion.com
Compare software solutions for improved contact center marketing and CRM. Products and services for outbound, inbound or blended call centers.
CTI | Unified Solutions | Help Desk Vendor | Multichannel
www.crmxchange.com (Paid)
Developer of database multi-function, documentation generator, data conversion, service industry, warehousing and telemarketing software. The multifunction database software includes file management, phone list management, query languages, mail...
www.databasesystemscorp.com
Third-party developer of interactive voice response applications that reside on Intuity CONVERSANT Voice Information Systems made by Lucent Technologies.
www.dcmsoft.com
Developer of telemarketing and market research software for network users. The software enables users to use built-in databases or design databases integrated with scripts, utilizing colors, branching, calculations and more. Databases can be c...
www.digisoft.com
Offers CTI solutions through a variety of server-based software products, including LinkServer middleware products.
www.ddvc.com
Hosted Call Center Solution that is truly simple and economical - Predictive and Progressive Dialing, IVR, ACD, full inbound and outbound capabilies.
Home | About Us | Solutions | TeleWorkers
www.freedomtelework.com(Paid)
Supplier of workforce management solutions to the multimedia customer interaction center sector.
www.invisiononline.com
Developer and marketer of CTI enabled call center applications, developer tools, and server utilities.
www.logicalsoft.com
Specializes in the development of Computer Telephony and Caller ID related software products for Windows based PCs. Located in Abingdon, Virginia.
www.mtnsys.com
Secure enterprise instant messaging solution which enables users to get answers to questions and access knowledge within their organization instantly.
www.netlert.com
Global provider of service desk management solutions to centrally manage all incoming customer issues - phone, email, web, chat, and wireless devices.
www.numarasoftware.com(Paid)
Address verification software designed to quickly and accurately look up and validate U.S. addresses against postal data from the U.S.P.S.
www.qas.com (Paid)
Developer of Phone Ware(r) connects a phone line with a computer, allowing the line to be used as a network connection for small call centers. Products are sold to multiple industries. This company was capitalized by private investment.
www.qsys.com
Provider of integrated solutions for call centers, including application development, implementation and support for Computer Telephony Integration (CTI), Integrated Voice Response (IVR) and agent desktop.
www.quality.com
Provides communications software for contact centers and service providers and offers consulting and systems integration services.
www.spanlink.com
Developer of web-based Internet and intranet solutions to monitor, understand and control corporate communications networks. Offers Intelecontrol telemanagement, and Right-on-queue call center products and services.
www.switchview.com
Call Center vendors: software products for CTI, VoIP, IVR, ACD, Multimedia, CRM, and contact center management.
CTI Vendors | IVR Vendors | VoIP Vendors | Dialer Vendors
www.teleplaza.com (Paid)
Developer of sophisticated call center software, featuring business solutions for call center networking, virtual offices and telecommuting. The Distributed Call Center employs a scaleable client/server architecture using industry standard plat...
www.teloquent.com
Provides enhanced customer contact solutions for traditional telephone systems and for live web interactions with call centers.
www.upstreamworks.com
100% web-based Call Center Software for advanced call tracking, problem resolution & self-help access. View free demo now.
Free Trial | Compare Products | Learn More
www.NumaraSoftware.com (Paid)
Developer of telecommunications management and applications software. Types of software include emergency call tracking, XTENDED 911(tm), used in telephone operator workstations; message center; electronic directory; and communications manageme...
www.xtend.com
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World Leader - 5 System Options Any Budget, On Site or Hosted
www.TouchStar.com
Build customer loyalty providing faster, responsive customer contact
www.Avaya.com
Free Online Demo, Award Winning Affordable Hosted or Installed
www.Datatel-Info.com
Guide to Buying Call Center Software
At its best, call center software can make your business stronger and your customers happier![]() |
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Call Center Software Solutions
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1. Enhance customer service, as call center software gets your customers the answer they need more quickly.
2. Build customer satisfaction by cutting wait times with software call center solutions.
3. Reduce employment costs, using call center software to better allocate your agents' time.
4. Improve efficiency and productivity, for instance, making use of call center software predictive dialing features for sales prospecting.
5. Provide detailed reports on operational metrics.
Action Steps
The best contacts and resources to help you get it done
Evaluate your call center software needs
Before you purchase call center software, research the features you need. Consider how many customer service requests you receive per month, where they come from -- phone, fax or e-mail -- how many employees you have handling them and how much money you have to spend.
I recommend:
Study The Call Center School's Call Center Glossary in order to bone up on call center terminology. Reading it will expose you to many of the features available to you, including automatic call distribution (ACD), which matches incoming calls to your customer database; skill-based routing, which allows you to route calls to specific agents based on their knowledge strengths; and call blending, which allows your agents to switch seamlessly between inbound and outbound calling.
Compare call center software vendors
When you have an idea of what you're looking for, it's time to approach potential vendors. They'll help you further define your needs and build customized call center solutions to meet them.
I recommend:
You can compare call center solutions for free using Capterra's Call Center Software Directory. Featured vendors include Envision and RightNow Technologies.
Consider in-house call centers
If you want to stay close to your clients, call centers based within your office are a smart idea. Consider call center solutions that you can run within your own network. Local solutions give you maximum control over every aspect of your customer service operations. However, they often require a larger investment in software, servers and staff.
I recommend:
Vendors of on-premise call center software include Avaya, Cisco, Digisoft, TouchStar and Whitefeld.
Look at hosted call center software
If you're looking for a more affordable call center software setup, consider a hosted solution. Hosted solutions, also called virtual call centers, are housed off site on vendors' servers, where calls are routed to customer service agents' desktops, usually via the Internet. While they are both secure and reasonably priced, hosted solutions may be prone to outages when your Internet connection is down.
I recommend:
Five9, Freedom Telework, Numara Software and Promero are just a few of the man vendors that offer hosted, web-based call center software solutions, which integrate with customer-relationship management (CRM) programs like NetSuite and Salesforce.
Consider VoIP call center solutions
Phone lines are a thing of the past. Call centers more and more are moving toward telephone systems that support VoIP. Because Voice-Over-Internet Protocol offers significant cost savings, budget-conscious businesses should definitely consider it. Most modern call center software supports it, and many solutions now require it.
I recommend:
Amcat, Data-Tel Info Solutions and Fonality are examples of vendors that offer both installed and hosted call center software that supports VoIP calling.
Try call center software before you buy it
Buying call center software isn't like purchasing an application at your local computer retailer. Buying call center software requires some serious thought and research. Don't just compare call center solutions to the features on your wish list, therefore; ask to see it in action, either via a live call center demo or a free call center trial.
I recommend:
Most call center software vendors should offer free trials or webinar demonstrations; among those that do are Contactual, Interactive Intelligence and Soffront.
Tips & Tactics
Helpful advice for making the most of this Guide- While call center software tends to be quite expensive, it can also save your company heaps of time and money in the long term. In the short term, though, be prepared to spend anywhere from $1,200 for a small, on-premise contact center system to as much as $25,000 in installation and set-up fees for a large office. Hosted call center solutions will cost between $50 and $300 per month, per user.
- Call center software isn't your only expense; in addition to software, you'll likely have to invest in a new phone system and new phone hardware.
- Before settling on a contact center solution, ask to interview existing customers; ask for at least three references and find out how happy those references are with their call centers. Be sure to ask about technical support and potential outages or failures.
- Hosted call center software is ideal for companies with fewer than 100 customer service agents; if you have a large staff of agents, on-premise call center solutions will be best.
- When selecting call center software, consider its reporting, routing and response features; flexibility and ease of use are key.












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