Contact center CRM solutions ease the process by which support teams interact with clientele, helping them track query resolution stages, improving productivity, and providing an all-encompassing platform for workflow through third-party integrations. 

Table of Contents

• What is Contact Center CRM Software?
• Software 1: EngageBay
• Software 2: Bitrix24
• Software 3: Nextiva
• Software 4: Pipedrive
• Software 5: TalkDesk
• Software 6: CloudTalk
• Software 7: Dixa
• Software 8: Freshdesk
• Software 9: Live Agent
• Software 10: Aircall
• Wrapping Up

As you read this article, you’ll learn some of the best call center CRM software, their most intriguing features, and pricing.

EngageBay is a comprehensive cloud-based contact center CRM software that’s designed to help businesses grow and manage their customer relationships. 

It offers a suite of tools and features that assist businesses in various aspects of their operations, including marketing campaigns, lead generation, customer engagement, and sales management.

Key Features and Use Cases

Key Features	Use Cases
Service and support automation	The platform provides tools for managing customer support tickets and inquiries. It helps businesses provide timely and efficient support to their customers, enhancing customer satisfaction.
Analytics and Reporting	The platform typically offers analytics and reporting features that provide insights into the performance of marketing campaigns, sales activities, and customer engagement efforts.
Integration	EngageBay offers integrations with various other tools and platforms, allowing businesses to connect their existing systems and data.
Lead Generation	This feature includes lead capture forms, landing pages, and tools to help generate and manage leads. This is crucial for businesses looking to expand their customer base.

Pricing

EngageBay offers four pricing plans; these are: 

• Free: As its name implies, it’s free but comes with limited features 
• Basic: $10.39 per user/ month
• Growth: $23.99 per user/ month
• Pro: $47.99 per user/ month

Software 2: Bitrix24 

Bitrix24 is a customer management tool that combines comprehensive call center features and tools. It’s a collaborative business communication platform for small, medium-sized businesses, and large enterprises. 

The software provides tools to help organizations streamline their operations, enhance productivity, and improve communication. Bitrix24 offers both self-hosted and cloud-based solutions. Let’s delve into its key features and use cases!

Key Features and Use Cases

Key Features	Use Cases
Workflow Automation	It offers workflow automation capabilities, enabling organizations to automate routine tasks, create custom workflows, and improve efficiency.
Calendar and Scheduling	Users can schedule appointments, meetings, and events using the integrated calendar and scheduling tools.
Time Tracking	The platform allows users to track the time spent on tasks and projects, helping with accurate billing and project management.
Social Media Integration	It can connect to social media profiles and monitor social media activity, making it easier to engage with customers and manage online presence.
Mobile App Support	Bitrix24 offers mobile apps for iOS and Android devices, ensuring users can access and manage their work on the go.

Pricing

Here’s how Bitrix24’s pricing stands: 

• Basic: $49 per month for 5 users
• Standard: $99 per month for 50 users
• Professional: $199 per month for 100 users
• Enterprise: $399 per month for 250 users

Software 3: Nextiva 

Nextiva is a cloud-based communication and collaboration platform designed primarily for businesses of all sizes. It offers a suite of communication tools and services to help organizations manage their phone systems, improve customer interactions, and enhance team collaboration. 

Nextiva is known for its VoIP (Voice over Internet Protocol) phone service and a range of features that support unified communication and customer engagement.

Let’s discuss its key features and use cases: 

Key Features and Use Cases

Key Features	Use Cases
Auto Attendant	An auto attendant feature allows businesses to create automated phone menus to direct callers to the appropriate department or extension, enhancing caller experience.
Call Center Solutions	Nextiva provides call center functionality, including features like call queuing, call monitoring, and performance analytics, making it suitable for businesses with customer support operations.
VoIP Analytics	It provides analytics and reporting tools to track call performance, monitor call volumes, and gain insights into communication patterns.

Pricing

Nextiva offers a dynamic pricing range that’s dependent on the strength of your workforce. For organizations between 5-19, here’s the pricing: 

• Essential: $21.95/ month/user
• Professional: $25.95/month/user
• Enterprise: $35.95/month/user

Software 4: Pipedrive

Pipedrive is a customer relationship management (CRM) software designed to help sales teams and businesses effectively manage their sales processes, track leads, and close deals. It provides a range of features and tools to streamline sales activities and improve sales pipeline management.

 Pipedrive is known for its user-friendly interface and flexibility, making it popular among sales professionals and small to medium-sized businesses.

Key Features and Use Cases

Key Features	Use Cases
Contact Management	This feature allows users to store and manage contact information, including leads, prospects, and existing customers, in one centralized database.
Email Integration	Pipedrive can integrate with email services, enabling users to send and receive emails directly within the platform. It also allows for email tracking to monitor interactions with leads and prospects.
Activity Management	Sales teams create tasks and activities to follow up on leads, set reminders, and ensure that critical activities are not ignored.
Deal Tracking	Users can create and track individual deals and opportunities, providing a clear view of the status of each potential sale.

Pricing

Pipedrive offers 5 pricing plans, which are: 

• Essential: $14.90/user
• Advanced: $27.90/user
• Professional: $49.90/user
• Power: $64.90/user
• Enterprise: $99/user

Software 5: TalkDesk

Talkdesk is a cloud-based digital contact center platform designed to help businesses manage and improve their customer service and support operations. 

It provides a range of features and tools for customer engagement, call center management, and analytics to enhance the overall client experience. Talkdesk is known for its flexibility and scalability, making it suitable for businesses of all sizes.

Key Features and Use Cases

Key Features	Use Cases
Multi-channel Communication	This feature allows businesses to engage with customers through various communication channels, including phone calls, email, chat, SMS, and social media.
Automatic Call Distribution	Talkdesk offers ACD capabilities to route incoming calls to the most appropriate agents or teams based on predefined criteria, such as skill level or availability.
Real-time Analytics	Users can access real-time dashboards and analytics to monitor call center performance, track key metrics, and make informed decisions quickly.
Omnichannel Routing	The platform offers omni-channel routing, enabling customer inquiries from various channels to be handled within a unified interface.

Pricing

Here are the pricing packages for this software: 

• CX Cloud Essentials: $75/ user/ month 
• CX Cloud Elevate: $95/ user/ month
• CX Cloud Elite: $125/ user/ month 
• Experience Cloud: Custom pricing

Software 6: CloudTalk

CloudTalk is a VoIP business calling tool that’s used in customer service for automating workflows, and offering managers built-in analytics to optimize performance and increase their calling efficiency. 

It has over 70 features and supports third-party integrations with CRMs, and helpdesk tools. It also aids in collecting, centralizing, and processing call data, assisting you to customize your customer experience per your enterprise requirements.

Key Features and Use Cases

Key Features	Use Cases
Interactive Voice Responses	It features customizable IVR menus that guide callers to the correct department or provide self-service options.
Agent Performance Monitoring	This tool helps supervisors to monitor agent activity, listen in on calls, and provide real-time coaching and feedback.
Call Queuing	It aids in the management of call queues to ensure efficient handling of incoming calls and reduce wait times for customers.
Customizable Reporting	It helps to create customized reports and dashboards to track specific performance metrics and key performance indicators.

Pricing

Cloudtalk offers 4 pricing plans, these are: 

• Starter: €25 per user/ month.
• Essential: €35 per user/ month.
• Expert: €50 per user/ month.
• Custom: pricing based on features required. 

Software 7: Dixa

Dixa is a customer service and support platform that offers one of the best call center CRM software designed to help businesses deliver exceptional customer experiences. 

It provides a range of features and tools to streamline customer interactions across multiple channels, including voice, email, chat, and social media. Dixa is known for its user-friendly interface and its focus on enabling seamless and personalized customer service.

Key Features and Use Cases

Key Features	Use Cases
Email Management	This feature helps to manage and respond to customer emails efficiently through email ticketing and automation.
Live Chat	This is a real-time chat functionality for engaging with customers on websites with the ability to transfer chats to other agents or escalate issues.
Integration with Social Media Platforms	Dixa integrates with social media platforms, allowing businesses to monitor and respond to customer inquiries and comments on platforms like Facebook and Twitter.
Workforce Management	It features workforce management tools that help to optimize staffing levels, manage agent schedules, and ensure resources are allocated appropriately to meet customer demand.

Pricing

Dixa offers four pricing packages that entail: 

• Essential: £35/user/ year
• Growth: £75/ user/ year
• Ultimate: £115/ user/ year
• Custom: Price varies with the needs of your enterprise.

Software 8: Freshdesk

Freshdesk is a contact center software by Freshworks. The software is based on its capabilities and features that are well-tailored for inbound call centers. The platform has a simple, and intuitive user interface that makes it less intimidating to users. 

The platform is a contact center CRM for cold calling, thus, it doesn’t have an inbuilt system but allows you to integrate with internal CRM–making Freshdesk one of the best CRMs for telemarketing. 

Key Features and Use Cases

Key Features	Use Cases
Workflow Automation	It refers to the process of automating and streamlining various tasks, processes, and actions that are typically part of customer service and telemarketing operations.
Easy Setup	Its setup is pretty easy as it features an onboarding video to guide users on setting up an account.
Third-party Integration	Freshdesk integrates appropriately with third-party solutions like Salesforce etc.

Pricing

Freshdesk offers four pricing plans, these are: 

• Free: £0
• Growth: £12
• Pro: £35
• Enterprise: £60

Software 9: Live Agent 

LiveAgent is a popular CRM contact center technology with more than 40,000 customers around the globe. The platform offers dependable technology for several advanced features.

Live Agent offers top-of-the-art capabilities to track and monitor solutions at a budget-friendly point. It lets you deliver excellent customer service and make your clientele happy with many automation features and is multi-integratable.

Prominent corporations like Huawei, NASCAR, Yamaha, Forbes, and BMW are some of the prominent users of this call center solution.

Key Features and Use Cases

Key Features	Use Cases
Pre-chat and Post-chat Surveys	You can customize pre-chat and post-chat surveys to gather feedback from customers and gain insights into their satisfaction and needs.
Chat Transcripts	Transcripts of chat sessions are saved and can be used for reference, training, or auditing purposes. This helps in maintaining a record of customer interactions.
Mobile support	Agents can use Live Agent on mobile devices, allowing them to provide support while on the go.

Pricing

Live Agent pricing plans are: 

• Small Business: $9/ agent 
• Medium Business: $29/ agent 
• Large Business: $49/ agent
• Enterprise: $69/ agent

Software 10: Aircall

Aircall is a cloud-based phone system and call center software designed to streamline communication for businesses and customer support teams. 

Aircall focuses on providing voice communication solutions, including inbound and outbound calls, call routing, and call center features. Here are some key features of Aircall:

Key Features and Use Cases

Key Features	Use Cases
Virtual Phone System	Aircall offers a virtual phone system that enables businesses to make and receive calls using the internet, eliminating the need for traditional phone hardware.
Interactive Voice Response	This feature enables businesses to create custom voice menus and automated call routing based on caller input. This improves call efficiency and customer self-service options.
Voicemail and Transcription	This feature allows callers to leave messages when agents are unavailable. It also offers voicemail transcription, making it easier for agents to review and respond to messages.

Pricing

The pricing plans for Aircall are: 

• Essential: £25 /user
• Professional: £40/ user
• Custom: Pricing varies with corporate needs

Wrapping Up

A contact center CRM software is a specialized relationship management system tailored for support teams, enabling them to efficiently manage interactions, track customer information, and provide personalized support through various communication channels such as phone, email, chat, and social media.