What are the 5 Best Call Management Software Tools for 2024?

Cecily Giancaterino

Mar 15, 2024

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27 min read

Calling

Call management software tools (or on-call systems) automate many contact center tasks such as contact dialing and call tracking. These tools also facilitate call routing, which distributes incoming calls to a specific agent in your center. That helps you create an on-call schedule, which ensures the right agent is available to answer calls. 

Call management software tools have become increasingly popular in recent years as they allow contact centers to streamline their operations and improve customer service. Call management software solutions provide multichannel functionality, allowing businesses to deliver an optimal customer experience across multiple channels.

In addition to automating tasks like contact dialing and call tracking, these tools also provide advanced features like call routing and on-call scheduling to ensure that the right agent is available at the right time. This blog post will highlight the five best call management software tools available on the market today, along with tips on how FiveCRM can integrate with these tools for even more effective customer relationship management.

Key Takeaways

1. Efficient Call Management Solutions: Call management software tools play a vital role in optimizing call handling processes for businesses. They offer a range of features such as call routing, call recording, IVR (Interactive Voice Response), analytics, and integrations to streamline call management and enhance customer service.

2. Prioritize Your Business Needs: Before selecting a call management software tool, it is essential to assess your specific business requirements. Consider factors such as call volume, desired call handling capabilities, integration needs, and scalability to find a solution that best suits your organization's needs.

3. Comprehensive Feature Set: Look for call management software tools that offer a comprehensive set of features. This includes intelligent call routing, customizable IVR menus, call recording and monitoring, real-time analytics, CRM integration, and reporting capabilities. A rich feature set empowers businesses to efficiently handle calls and deliver exceptional customer experiences.

4. Scalability and Flexibility: Consider software tools that are scalable and flexible enough to accommodate your business growth. As your call volume increases or your needs change, it is crucial to have a solution that can easily scale and adapt. Look for options that allow you to add or remove users, expand features, and integrate with other systems seamlessly.

5. Integration Capabilities: Efficient integration with your existing tools and systems is vital for streamlined workflows and a unified customer experience. Look for call management software tools that offer native integrations with popular CRM platforms or provide APIs for custom integrations. This integration ensures smooth data exchange and allows for a holistic view of customer interactions.

6. User-Friendly Interface: Choose call management software tools that have an intuitive and user-friendly interface. A well-designed interface makes it easier for your team to navigate and use the software effectively. It enhances productivity and reduces the learning curve for new users, allowing your team to focus on providing excellent customer service.

7. Analytics and Reporting: Access to comprehensive analytics and reporting capabilities is essential for monitoring and optimizing call management processes. Look for software tools that provide detailed insights into call volumes, agent performance, call duration, and other relevant metrics. These insights enable data-driven decision-making, identify areas for improvement, and drive operational efficiency.

8. Training and Support: Consider the training and support options offered by the software provider. Ensure that they provide adequate resources, documentation, training materials, and responsive customer support to assist you during the implementation and usage of the call management software tool.

Table of Contents

1. Why you Need Call Management Software for your Business
2. Comparison Table of Top Call Management Software
3. Best On-Call Management Software
4. How to Choose the Best Call Management Software Tool
5. Conclusion
6. FAQ Section

Why you Need Call Management Software for your Business

In today's fast-paced business environment, efficient communication is critical to success. With the rise of remote work and distributed teams, businesses need reliable tools to manage their communications effectively. Call management software tools are essential for businesses looking to streamline their communication processes and improve customer service. In this article, we will explore why businesses need call management software tools.

1. Improved Customer Service One of the primary reasons why businesses need call management software tools is to provide better customer service. A well-implemented call management system can help ensure that customers are routed to the right agent quickly and efficiently. This reduces wait times and improves overall satisfaction levels.

Additionally, call management systems often include features like interactive voice response (IVR) menus that allow customers to self-serve before being routed to an agent. This can be particularly useful for simple inquiries or tasks like checking account balances or tracking orders.

Call recording is another valuable feature for improving customer service. By recording calls, supervisors can review interactions between agents and customers to identify areas where improvements are needed. This data can be used to provide targeted training programs or make changes to processes that may be causing issues for customers.

2. Increased Efficiency Another important reason why businesses need call management software tools is increased efficiency. With a well-designed system in place, calls can be routed automatically based on criteria like language preference or skillset requirements. This eliminates the need for manual routing by agents, reducing wait times for customers and increasing productivity levels.

Predictive dialing is another feature that can increase efficiency levels significantly. By using algorithms to predict when call center agents will be available to take calls, predictive dialers reduce idle time and ensures that agents are always busy with meaningful work.

Real-time reporting and analytics capabilities also contribute significantly to increased efficiency levels within organizations. Supervisors can monitor key metrics like call volume, wait times, and agent performance in real-time from a centralized dashboard. This data can help them make informed decisions about staffing levels or adjust processes as needed.

3. Cost Savings Implementing a call management software tool can result in significant cost savings for businesses over time. By automating many of the tasks associated with managing inbound calls, businesses can reduce staffing needs while still providing excellent customer service levels.

In addition, predictive dialing reduces idle time for agents significantly while ensuring that they remain productive throughout their shifts. This means that fewer agents are needed overall while still maintaining high service levels.

Finally, real-time reporting capabilities allow supervisors to identify areas where efficiencies could be improved or costs reduced further by making adjustments as necessary.

4. Scalability Businesses looking to scale their operations need communication systems that can adapt quickly as demand increases or decreases over time. Call management software tools provide this flexibility by allowing organizations to add or remove users as needed without disrupting existing workflows.

Scalability also means that new features or functionalities can be added quickly without requiring significant downtime or expensive upgrades.

5. Integration with Other Systems Many call management software tools integrate seamlessly with other business systems like CRM platforms or software solutions like Zendesk or Freshdesk. These integrations allow organizations to manage all aspects of customer interactions from a single platform while reducing duplication of effort across different departments.

For example, a sales team might use Salesforce as their CRM platform while the support team uses Zendesk for ticket tracking purposes; integrating these two systems through a call management tool allows both teams access to relevant information about each customer without having to switch between different platforms constantly. Call management software can be a great way to create an omnichannel experience for customers, enabling them to move seamlessly between different communication methods.

There are several reasons why businesses need call management software tools today ranging from improved customer service delivery through increased efficiency levels resulting in cost savings upscaling abilities among others; Security should never be overlooked when looking for call center solutions since it involves handling sensitive client information . As businesses continue adapting new ways of doing things including working remotely , it's critical they choose reliable communication tools that provide much-needed solutions helping organizations maintain effective communication channels regardless of location barriers

Best On-Call Management Software

1. FiveCRM

FiveCRM is a customer relationship management (CRM) system designed for call centers like yours. While it doesn't offer call management features, the platform syncs with several VOIP and telephony systems, helping you optimize contact center operations. That lets you combine CRM and call management and improve telemarketing, telesales, and lead generation efforts. 

Unlike traditional CRMs, FiveCRM comes with analytical features that generate deep insights into how you manage inbound and outbound calls. You can learn how agents communicate with customers and improve call handling by upgrading to a contact center software by syncing the tool with a call management system. FiveCRM also powers automated email campaigns for better hit rates and makes it easier to monitor cold calling, warm calling, and other outbound marketing duties. The platform suits both B2B and B2C environments. 

FiveCRM Key Features

• FiveCRM lets you boost sales efficiency with call management, workflow automation, and automated dialing features that reduce call transition times.

• The system lets you manage up to 999 separate databases, helping you scale your contact center operations. It also offers unlimited call and data storage for customer information likw phone numbers and more!

• FiveCRM's highly specialized marketing and performance tools automate lead generation and track operational performance, enabling agents to capture more lucrative leads. 

• The platform's lead scoring feature lets agents move high-value contacts through their marketing pipelines. 

  • Even without integrating FiveCRM and a call management system, you can generate real-time data insights about department performance and use key metrics to increase sales growth and customer calls`.

• FiveCRM could double your call rate compared to regular CRMs by creating custom transcriptions.

• Designed for 5-250+ seats, FiveCRM increases organizational efficiency with its security, reporting, and account management features. 

• Multiple integrations allowing you to maintain and manage apps through one location.

FiveCRM Pricing

FiveCRM's U.S. plan starts from $70 per license, with discounts for additional licenses. There are no add-ons required like many other CRMs. You will receive unlimited data storage, consolidated reporting, call recording, auto-dial, messaging, and hang-up features, up to 999 separate databases, 7,000 call minutes within North America, and a free Windows smartphone for this price. You can try out FiveCRM's features with a free live demo. 

2. 8x8

8x8 is a cloud-based call management tool designed to help businesses manage their communication needs. The platform provides a range of features including voice and video conferencing, call routing, and call recording. With 8x8, businesses can easily manage their calls from anywhere in the world, making it an ideal solution for remote teams.

One of the key benefits of 8x8 is its ease of use. The platform comes with a user-friendly interface that makes it easy for even non-technical users to navigate. This means that businesses can get up and running with the tool quickly without needing extensive training or support.

Another advantage of 8x8 is its scalability. As a cloud-based tool, it can easily be scaled up or down depending on the needs of the business. This means that businesses can add new users or features as they grow without having to worry about investing in expensive hardware or infrastructure upgrades.

Overall, 8x8 is an excellent choice for businesses looking for a reliable and flexible call management tool. With its range of features and ease-of-use, it's well-suited to meet the needs of both small and large organizations alike.

8x8 Key Features

• 8x8 supports the Do Not Call Registry (DNC), helping you improve compliance in your organization and ensure more calls get through to prospective customers. 

• You can manage dialing operations from a single dashboard, removing the need to switch between screens. 

• You can generate insights about call handling and predictive dialing and improve tasks in your contact center. (Sync the tool with FiveCRM for even deeper insights about call center operations.)

8x8 Pricing

8x8 pricing starts from $12 per user per month. However, you have to subscribe to the system's premium plans to access predictive dialing and other features. 8x8 currently offers a 1-month free plan, allowing you to sample its features for call management. 

Conclusion

8x8 not only improves call management but helps you boost compliance with its DNC support. You can use this system to increase contact rates, engage with prospects, support agent performance, and enhance the customer experience. Sync the system with FiveCRM to maximize CRM and call management responsibilities and improve how you handle inbound and outbound calls. 

Learn more about 8x8.

3. RingCentral

RingCentral is a call center workforce management software tool and telephony system with advanced call handling options. One of its most popular features is multiple options for dialing that help you connect with prospective customers. While most call management software tools offer predictive dialing, RingCentral has progressive and preview dialing capabilities. It also syncs with FiveCRM for improved customer relationship management. 

RingCentral Key Features

• RingCentral lets you customize dialing features based on your business needs. For example, use predictive dialing for one customer segment and preview dialing for another. 

• The system offers 99.9 percent uptime. 

• RingCentral adheres to the Telephone Consumer Protection Act of 1991, important legislation for call centers, helping you stay on the right side of the law when contacting and engaging with leads.

RingCentral Pricing

RingCentral doesn't post any pricing information on its website. If interested in this product, you will need to contact its developers for a personalized quote. There is a product demo available.

Conclusion

RingCentral is on-call management software with 99.9 percent uptime and multiple dialing options, making it a valuable addition to your contact center tech stack. You can integrate the platform with CRMs like FiveCRM and centralize your customer relationship and call management responsibilities. 

Learn more about RingCentral. 

4. TCN

TCN is an on-call management software tool and telephony system that also integrates with FiveCRM. This platform improves call management with call distribution (call routing) features, predictive dialing, in-built SMS marketing, and auto-dialing. 

As a cloud-based system, TCN lets agents handle and manage inbound and outbound communications regardless of location, making this platform a good fit for call centers with remote employees. Its compliance suite helps you manage data governance, data protection, and other legal responsibilities when communicating with prospects over the phone. 

TCN Key Features

• TCN's analytics track agent performance and identify sales opportunities. (Syncing TCN with FiveCRM provides even more advanced analytics, helping you discover patterns and trends in all the data that flows in and out of your call center.) 

• Set preferences for your predictive dialer based on business needs.

• Agents can manually approve calls before talking to prospects.

TCN Pricing

TCN doesn't publish pricing on its website; you will need to contact its developers for a personalized quote. The company currently offers a product demo. 

Conclusion

In addition to these features, TCN's call management software tool also provides real-time reporting and analytics capabilities. Supervisors can monitor key metrics like call volume, wait times, and agent performance in real-time from a centralized dashboard. This data can help them make informed decisions about staffing levels or adjust processes as needed.

Overall, TCN's call management software tool is an excellent choice for businesses looking for a comprehensive communication platform that includes advanced call management capabilities. Its predictive dialing functionality, customizable IVR menus, ACD feature, and real-time reporting make it an ideal solution for contact centers of any size. With seamless integration with popular CRM systems like Salesforce and Hubspot, TCN makes it easy to manage customer interactions while improving overall productivity within your organization.

Learn more about TCN.

5. Vonage

Vonage is a call center workforce management software tool and telephony system with call center management features such as call forwarding and call routing. You can control call management tasks from a single dashboard instead of clicking on multiple screens. Vonage's call management software features powerful call queues that can help businesses optimize their customer experience. One of the best Vonage features is call flipping, allowing you to transfer outbound calls from a mobile device to a desk phone without the caller knowing.  

Vonage Key Features

• Vonage integrates with several software tools, providing even more functionality. 

• You can access real-time analytics about call management and share these insights with agents for improved sales and lead generation opportunities. 

• You can hold, forward, route, or continue calls depending on the nature of your inbound and outbound communications. 

Vonage Pricing

Vonage pricing starts from $19.99 per user per month. You can sign up for a 14-day free plan and sample its features. 

Conclusion

Overall, Vonage's call management software tool is an excellent choice for businesses looking for a comprehensive communication platform that includes advanced call management capabilities. Its customizable IVR menus, ACD feature, call recording functionality, and real-time reporting make it an ideal solution for contact centers of any size. With seamless integration with popular CRM systems like Salesforce and Zoho, Vonage makes it easy to manage customer satisfaction and interactions while improving overall productivity within your organization.

Learn more about Vonage. 

How to Choose the Best Call Management Software Tool

In today's fast-paced business environment, call management software tools have become a necessity for contact centers. These tools help automate many of the tasks involved in running a contact center, such as contact dialing and call monitoring. Additionally, they enable businesses to provide better customer service by routing incoming calls to the appropriate agent and ensuring that agents are available when needed.

With so many call management software tools available on the market, it can be challenging to choose the right one for your business. Here are some factors to consider when selecting a user-friendly tool that will meet your needs in 2024:

1. Scalability: As your business grows, so too will your need for additional features and capabilities from your call management software tool. When evaluating potential options, consider how well they can scale with you over time. Look for solutions that offer flexible pricing plans and add-on features that can grow with you.

2. Integration: Another critical factor to consider when choosing a call management software tool is how well it integrates with other systems you use, such as CRM or marketing automation platforms or social media. Seamless integration between systems can save time and improve efficiency by reducing manual data entry.

3. User Experience: Your employees will be using the call management software tool daily, so it's essential to choose one that is intuitive and easy to use. A clean user interface and simple navigation for phone calls are key elements of a positive user experience. To achieve this, you need a system with the best call center software.

4. Reporting & Analytics: Call management software tools should provide detailed reporting and analytics capabilities that allow you to track key metrics like call volume, wait times, agent performance, and more. This data can help you identify areas where improvements are needed and make data-driven decisions about staffing levels and training programs.

5. Customization & Flexibility: No two businesses are alike, which means there is no one-size-fits-all solution when it comes to call management software tools. Look for solutions that offer customization options tailored specifically to your business needs and provide you with a user-friendly dashboard.

Conclusion

Call management software tools that help you handle calls in your contact center is key for large or small businesses. Consider features, pricing, free plan, and product demo options when deciding between platforms. Your chosen tool should improve the way you manage incoming and outgoing communications. 

FiveCRM is the perfect call management software tool to replace the traditional idea of a business phone and streamline their customer service operations. With FiveCRM, you can easily manage inbound and outbound calls, create automated workflows based on customer data points, monitor agent performance metrics, call monitoring, and more. All of these features are designed to help businesses maximize efficiency while providing a high-quality customer experience. If you’re interested in exploring how FiveCRM can benefit your company, then book a free demo today! Our team of experts will be happy to answer all your questions about FiveCRM's capabilities so that you can make an informed decision about whether it's right for your needs.

FiveCRM syncs with multiple on-call systems, helping you combine your customer relationship and call management tasks. Get FiveCRM now. 

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