Call center software helps many businesses manage inbound and outbound communication with their company.
Maintaining communication with your leads and customers is crucial for your business. Whether you are reaching out to your customers, or your customers are trying to get in touch with you, your business needs a call center to handle and enhance your customers’ journeys.
Customer service representatives aim to bring new customers on board or retain present ones with their exceptional service. To manage this proactive and reactive communication, businesses such as yours need call center software.
Call center software helps businesses manage inbound and outbound communication with customers and leads across a variety of channels such as voice, live chat, SMS, email, and social media. It allows you to record customer interactions, register complaints, and track agent productivity.
This article highlights the five best free call center software for your business, sorted alphabetically.
Agile CRM software allows you to have a 360-degree view of all the customer support interactions that a customer has had with your business. This enhances the customer experience and the data helps your support, marketing, and sales teams to understand customer behavior better.
As the call center software is integrated with customer relationship management (CRM), the software is equipped to provide additional functions such as lead generation, sales enablement, and customer support.
It enables you to fill custom data fields, schedule appointments, track emails, unlimited calls, and custom deal milestones.
Agile CRM offers email support, as well as an iOS and Android app for mobile devices.
- AB testing
- Automated publishing
- Automated routed
- Blended call center
- Calendar management
- Calendar/reminder systerm
$8.99 per user, per month
AVOXI is a cloud contact center that allows you to manage your customer support executives, phone numbers, customer service key performance indicators (KPIs), and call routing through an internet connection. The cloud based solution offers customer support tools and CRM integration to improve the quality of a call through improved caller satisfaction and reduced errors.
With AVOXI, you can access international, national, mobile, and local toll-free number catalogs. The contact center software allows you to easily forward incoming calls to landline and mobile numbers. The cloud telephony software is also equipped with an automatic virtual attendant that enables interactive voice response (IVR) to design call flow logic for effective call management.
You can record, save, and listen to live calls for quality purposes. The software provides “failover solutions,” which means that in case your main server fails, you can switch to the standby systems. Therefore, if you have a hardware or infrastructural failure, your agents can continue to provide services to your customers.
AVOXI offers voice, chat, email, and SMS support in English and Spanish. The software offers a mobile-responsive application for all devices.
- Archiving & retention
- Blended call center
- Call center management
- Call logging
- Call tagging
- Manual dialer
$19.99 per user, per month
Bitrix24’s contact center solution allows communication with customers through a single hub without having to switch between your various business profiles on Telegram, Facebook, Instagram, and other social media platforms.
The live chat option can be integrated with your website, allowing you to save all the conversations in your CRM. You will be notified in case of a returning customer. The contact center software also offers a website widget that includes a live chat, call back request, and contact form option.
The software tool also gives you an option to pool requests from clients and then distribute them to teammates for increased efficiency.
Lastly, Bitrix24 offers ticket support, as well as a mobile app for iOS and Android devices.
- Appointment scheduling
- Approval workflow
- Assignment management
- Attendance tracking
- Attendee management
- Activity tracking
$39 per month
JivoChat is a communication tool that enables chat integration in your website for all desktop operating systems (OS) and mobile devices in 25 languages. The tool sends proactive invitations to engage customers through chats while they are on your site. Similar to a physical store, this communication helps interact with website visitors on their online buying journey and reduces the number of visitors leaving your website before making a purchase.
You can save the chat history for up to two months and integrate chat with CRM to know more about your website visitors. These website visitors are assigned funnel stages to target them as per their stages and interactions.
Jivo team chats allow you to chat with your colleagues, share files, and manage business conversations. These chats are stored on secure servers, and employee access is under the company’s control. Therefore, if an employee loses their phone, there is no concern about losing your company’s data.
The software tool offers email and phone support, while the mobile application is available on iOS and Android.
- Customizable branding
- File sharing
- Interactive content
- IVR/ Voice recognition
- Multi-channel communication
$19 per user, per month
VICIdial has no per-user license fees and is free to use for anyone. It allows agents to handle inbound and outbound calls. It is also equipped to manage inbound emails and website chat sessions. The software uses intelligent routing to send calls and emails to agents who can handle them most efficiently.
The call center software also offers queue prioritization that helps prioritize inbound calls based on importance. VICIdial provides multiple reporting options such as forecasting, call metrics, and agent productivity reports to manage your contact center effectively.
VICIdial offers 24/7 customer emergency support through phone and non-emergency support through email. The software can be installed in your system or on your dedicated server in a custom-built server cloud. Mobile applications for iOS and Android are also available.
- Campaign management
- Campaign specific caller ID
- FCC compliance
- FTC compliance
- Call scripting
With the right call center software tool that provides all the functionalities you require, you can scale your support, sales, and marketing efforts. Take a look at the considerations to keep in mind when purchasing call center software:
- Check the deployment options available: Call center software vendors offer on-premise, hosted, and cloud-based options. On-premise and hosted tools provide customizable features but could be expensive and require installation and configuration support. Cloud-based options are generally cheaper and can be set up within a short time.
- Integrations with other software: An ideal call center software should integrate with your CRM software, marketing tools, social media business accounts, websites, and help desk software. Integrations with other software gives you a bird’s eye view of your business’s efficiency and productivity.
- Pick a tool with multichannel support: Your customers will not always default to calling you. They might email, chat, or get in touch through social media channels. If your software is not equipped with multichannel support, then communication gets siloed, and your customers will end up explaining their issue again and again.
Here are some questions to ask call center software vendors before making the final decision:
What are the limitations of free software?
Free software comes with limited features and your call center requirements could be extensive. Before purchasing, ensure all your business’s requirements are fulfilled, otherwise, you might end up providing low-quality services to your customers.
Does the vendor offer technical support?
Free users often get limited support options, while paid users receive priority and emergency support. Therefore, check all the support options available and the turnaround time of the vendor’s support team.
Does the software offer an analytics report?
Your call center software should be able to provide analytics reports for call quality, call flow, and agent productivity to identify what needs improvement.
To find your ideal software match, you need information you can trust—so you can save time, stay on budget, and focus more energy on growing your business. It’s why we vet and verify all our user reviews and recommend only the tools endorsed by people such as you.
In other words, our product recommendations are never bought or sold, or based on the opinion of a single individual—they’re chosen by your peers, reflecting the views and experiences of our independent base of software reviewers.
To be considered for this list, products have to:
- Have at least 20 unique product reviews published on Capterra within the past two years, with an average rating of 3.0 or higher. We selected the five products with the highest ratings to feature in this article.
- Offer a free, standalone version of the software (not a trial version of the software where you must purchase a product after a limited amount of time).
- Meet our call center software market definition: “Call Center software helps organizations manage inbound and outbound communications with customers and prospects across a variety of channels (e.g., voice, live chat, social media).”
Note: The content in this piece that provides opinions and points of view expressed by users does not represent the views of Capterra.