5 Best Call Center Software 2020 – Most Popular Call Center Tools


Exploring the Most Popular Call Center Tools

Call centers are the backbone of customer support operations for businesses across various industries. To streamline operations and enhance customer satisfaction, call centers rely on a diverse array of tools and technologies. In this article, we delve into some of the most popular call center tools that empower agents to deliver exceptional service and efficiency.

1. Customer Relationship Management (CRM) Software 📊

CRM software is a cornerstone of modern call center operations, allowing agents to manage customer interactions, track leads, and access customer data in real-time. Popular CRM platforms include Salesforce, HubSpot, and Zoho CRM.

2. Automatic Call Distributor (ACD) Systems 📞

ACD systems streamline incoming call distribution, ensuring calls are routed to the most appropriate agent based on predefined criteria such as skillset, language proficiency, or previous interactions. Leading ACD providers include Genesys, Avaya, and Cisco.

3. Interactive Voice Response (IVR) Systems 🗣️

IVR systems automate call handling by prompting callers to navigate through a menu of options using voice commands or keypad inputs. This technology efficiently routes calls and provides self-service options for routine inquiries. Popular IVR solutions include Twilio, Aspect, and Voximplant.

4. Call Recording and Quality Monitoring Software 🎙️

Call recording and quality monitoring software enable call centers to capture and analyze customer interactions for training, compliance, and performance evaluation purposes. Solutions like NICE CXone, Verint, and CallMiner offer advanced analytics and reporting features.

5. Workforce Management (WFM) Tools ⏰

WFM tools help call centers optimize staffing levels, schedule shifts, and forecast call volume to ensure adequate agent coverage during peak hours. Leading WFM providers include NICE, Verint, and Aspect.

6. Live Chat and Messaging Platforms 💬

Live chat and messaging platforms enable call centers to offer omnichannel support, allowing customers to communicate via text-based channels in addition to phone calls. Popular platforms include LiveChat, Zendesk Chat, and Intercom.

7. Knowledge Base and Helpdesk Software 📚

Knowledge base and helpdesk software empower agents to access relevant information and resources quickly, enabling them to resolve customer inquiries efficiently. Solutions like Freshdesk, Zendesk, and Help Scout offer robust knowledge management capabilities.

8. Call Analytics and Reporting Tools 📈

Call analytics and reporting tools provide valuable insights into call center performance, including metrics such as call volume, average handle time, and customer satisfaction scores. Solutions like Talkdesk, Bright Pattern, and 8×8 offer comprehensive analytics dashboards.

9. Predictive Dialer Systems 🔄

Predictive dialer systems automate outbound calling processes by dialing multiple numbers simultaneously and connecting agents to live calls. This technology increases agent productivity and ensures efficient call handling. Popular predictive dialer providers include Five9, PhoneBurner, and Dialpad.

10. Call Scripting and Workflow Automation Software 📝

Call scripting and workflow automation software streamline call center processes by providing agents with predefined scripts, prompts, and workflows to guide interactions with customers. Solutions like Playvox, Tenfold, and Kustomer offer intuitive scripting tools.


The modern call center relies on a sophisticated ecosystem of tools and technologies to deliver exceptional customer service and operational efficiency. By leveraging these popular call center tools, businesses can optimize their operations, enhance agent productivity, and exceed customer expectations.

Whether it’s managing customer relationships, optimizing call routing, or analyzing performance metrics, the right tools can make all the difference in the success of a call center.

Disclaimer: The information provided in this article is based on general observations and may not encompass all call center tools available in the market.

The successful journey of any business venture depends largely on the way the company handles its customer feedback system. A super responsive customer query resolution service helps you gain customer trust. It is for this reason that companies fetch Most Popular Call Center Tools. In this video, you will find the 5 Best Call Center Software of 2019 that a firm can opt for when it comes to customer support service.

1. Zoho Desk:

Pioneer at handling several brands by creating separate portals simultaneously, Zoho Desk serves over multiple mediums of communications. You can use it to provide services to your customers over spectrums such as emails, telephone calls, live chats, and several social media handles.

2. Talkdesk:

How often have you felt irritated when you are put on hold for long hours, moreover when you do get to the agent, the voice is so unclear that you have to hang up the call. Well, your customers will never have to face this issue if you are using Talkdesk. This multichannel customer support system has expertise over voice calls. Additionally, it also provides customer assistance through popular messaging apps, SMS, social media platforms, and chatbots.

3. Bitrix24:

This virtual system provides free of cost services to a maximum of 12 users. It is ideal for agents who prefer to work from home. It entails a long list of separate tools for several social media platforms such as Facebook, Messenger, Instagram, Skype, Telegram, Viber, etc.

4. Zingtree:

You can now say no to the hassle of complex learning coding when you want to draft scripts for your agents. This software is best suited for quickly drafting up and deploying live agent scripts. Visual designer of the Zingtree will guide you step by step in framing flowcharts for your team.

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5. PureCloud:
This particular software provides an array of cloud services specifically for communications and collaboration of business firms. The firm can effectively manage every aspect of customer interactions, such as automatic call distribution (ACD), routing of phone calls, emails, webchats, and handling interactive voice response (IVR) options.

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