10 Best Call Center CRM Software for Faster, Smarter Customer Support

My expert opinion on Freshdesk Omni

Freshdesk Omni is the best overall call center CRM in this guide because it combines affordability, native call-center tools, and multichannel communication in a single interface. Unlike CRMs that depend on third-party telephony apps, Freshdesk Omni includes IVR, routing, call recording, and real-time monitoring out of the box. This makes it a true all-in-one solution for most support-driven teams. It provides strong capabilities for both small support teams and growing contact centers without overwhelming users with enterprise-level complexity or cost.

Freshdesk Omni key features

• Omnichannel customer communication: Agents manage phone, chat, email, and social conversations in one workspace, making it ideal for multichannel support teams.
• IVR and configurable call routing: includes native IVR menus and routing logic that direct callers to the right team or queue without relying on external PBX systems.
• Integrated ticketing with full customer history: Voice calls are automatically converted into tickets, giving agents complete context to shorten handle times and improve resolutions.

Freshdesk Omni’s analytics dashboard provides instant insights on performance across channels. (Source: Freshdesk)

Freshdesk Omni pricing

My expert opinion on HubSpot CRM

HubSpot CRM is one of my favorite CRMs because of its robust set of free tools. I recommend it for teams needing a clean, easy-to-use CRM with optional calling capabilities added through third-party integrations. Its main drawbacks include the lack of free calling minutes or native call center features. Nevertheless, its automation, activity tracking, and telephony marketplace make it a strong choice for small or growing teams beginning to add structured call workflows.

HubSpot CRM key features

• Timeline-based call context: Displays all customer interactions (emails, calls, chats, and tickets) in a single, chronological view for agent clarity.

• Telephony app marketplace: Connects with dozens of dialers, including Aircall, RingCentral, and JustCall, for calling add-ons.

• Call activity tracking: Logs call duration, outcomes, and notes automatically from integrated providers.

HubSpot CRM automatically captures and stores call details in the contact timeline so you can save time on manual logging and record maintenance. (Source: HubSpot)

HubSpot CRM pricing

My expert opinion on Zendesk Suite

Zendesk Suite is a powerful option for organizations that handle high customer service demand across multiple communication channels. Its voice features are not as robust as those of dedicated contact center-as-a-service (CCaaS) tools. Still, its ability to tie phone calls directly to tickets makes it a standout for multichannel support teams. It’s particularly strong for businesses that need all customer interactions consolidated under one unified workspace rather than a telephony-first system.

Zendesk Suite key features

• Voice-to-ticket conversion: The Zendesk Talk feature automatically turns incoming calls into tickets for streamlined follow-up and history tracking.

• Queue-based call routing: Directs callers to specific lines or teams based on department or availability.

• Lightweight supervisor tools: Allow limited call monitoring and listening for basic coaching needs.

Zendesk Suite’s Talk feature triggers automatic ticket creation based on incoming or outgoing phone calls. (Source: Zendesk)

Zendesk Suite pricing

My expert opinion on Nextiva Contact Center

Nextiva Contact Center is a top-tier option for businesses prioritizing voice quality, routing sophistication, and unified communications. Its built-in workforce monitoring and routing tools compete with enterprise contact center solutions at a more accessible price point. While it isn’t a traditional CRM, its powerful call center toolkit makes it an excellent choice for support-heavy teams that need a robust communication infrastructure.

Nextiva Contact Center key features

• Omnichannel queueing engine: Manages calls, SMS, and digital messages within unified queues.
• Adaptive call flow builder: Lets admins design detailed voice menus and multistep routing paths.
• Live agent oversight tools: Offers call whisper, barge, and monitor options for real-time coaching.

Nextiva Contact Center’s unified communications combines voice calling, video conferencing, emailing, and instant messaging into a single platform. (Source: Nextiva)

Nextiva Contact Center pricing

My expert opinion on Zoho CRM

Zoho CRM remains a strong choice for teams that need affordable CRM with telephony without sacrificing sales or support workflows. While it lacks advanced call center dashboards, its flexibility and extensive VoIP integrations make it ideal for small- and mid-sized businesses that need reliable calling and strong CRM capabilities. Plus, you get all these at a significantly lower cost than enterprise options.

Zoho CRM key features

• PBX call controls inside CRM: Initiate and manage calls directly from contact records using integrated PBX systems.

• Call outcome automations: Triggers workflows based on call disposition (e.g., follow-up tasks).

• Call-linked notes and tasks: Stores all call notes and related actions on the associated record.

Zoho CRM’s built-in telephony lets you make outgoing calls, receive calls, view calls in conversation and queue, and add follow-up activities in the CRM. (Source: Zoho)

Zoho CRM pricing

My expert opinion on Salesforce Service Cloud

Salesforce Service Cloud, combined with Service Cloud Voice, delivers one of the most advanced call center solutions available. The platform blends CRM, AI, telephony, and real-time analytics into a single agent workspace, enabling sophisticated workflows and enterprise-level control. Features like real-time transcription, automated coaching prompts, and intelligent routing make it an ideal match for global or high-volume call centers that need full customization and scalability.

Salesforce Service Cloud key features

• Service Cloud Voice Integration: Centralizes call controls, transcripts, and customer data into one unified agent interface through Amazon Connect or partner CTI providers.

• Intelligent omnichannel routing: Routes calls based on skills, workload, priority, and availability, ensuring each customer reaches the best-suited agent quickly and efficiently.

• Real-time voice transcription and sentiment analysis: AI automatically transcribes calls and evaluates customer sentiment during the conversation, giving agents instant insight and improving service quality.

Salesforce Service Cloud’s Einstein AI analyzes conversations to recommend the right knowledge articles and next best action for agents. (Source: Salesforce)

Salesforce Service Cloud pricing

My expert opinion on monday CRM

I recommend monday CRM for teams that want to create tailored call workflows using an exceptionally easy automation builder rather than a traditional contact center system. You can easily set up intake, assignment, and follow-up workflows with its visual no-code tools, while telephony integrations manage the actual calls. It’s not designed for high-volume call centers, but it’s an excellent fit for teams that prioritize customization and simplicity.

monday CRM key features

• Automated call-triggered actions: Create tasks or assignments when integrated dialers log a call.

• Custom process builder: Build bespoke call-handling paths using no-code automations.

• Board-based call pipelines: Represent call progress or follow-up stages through customizable boards.

monday CRM’s board-based call pipeline organizes call details, follow-ups, and contact information in a visual, customizable workflow. (Source: monday.com)

monday CRM pricing*

*Requires a minimum of three users.

My expert opinion on Dynamics 365 Customer Service

Dynamics 365 Customer Service is designed for organizations that heavily rely on Microsoft tools and require deeply integrated voice, routing, and analytics. Its AI features and customizable workflows make it extremely powerful for complex support environments. While costly for smaller businesses, enterprises benefit from its rich automation and native integration with Microsoft’s ecosystem.

Dynamics 365 Customer Service key features

• AI voice transcription with sentiment analysis: Automatically converts calls into searchable transcripts and detects customer sentiment to help agents respond more effectively.

• Unified routing architecture: Distributes calls based on skills, priority, workload, and agent capacity to ensure customers reach the right resource quickly.

• Embedded Teams calling: Lets agents place and receive calls directly through Microsoft Teams, unifying communication within the broader Microsoft ecosystem.

With Dynamics 365 Customer Service, supervisors can privately consult with a rep by sending them messages hidden from the customer. (Source: Microsoft)

Dynamics 365 Customer Service pricing*

• Professional: $50/user/month
• Enterprise: $105/user/month
• Premium: $195/user/month

*Annual billing only.

My expert opinion on Pipedrive

Pipedrive is a strong pick for sales teams focused on outbound calling, even though it does not have a native dialer. With the right integration, teams get streamlined call workflows. But Pipedrive’s real strength lies in its fast, visual approach to pipelines and follow-ups. It isn’t meant to function as a full call center system and isn’t equipped for inbound routing or monitoring. However, it is lightweight, efficient, and easy to use, making it ideal for sales reps making lots of scheduled calls.

Pipedrive key features

• Telephony integrations marketplace: Connects Pipedrive with leading VoIP providers (like Aircall, CloudTalk, and JustCall), enabling teams to place and receive calls through integrated dialers.

• Activity-focused pipeline management: Helps reps visually manage and prioritize call tasks, follow-ups, and deal-stage actions.

• Automated call follow-ups: Creates tasks, reminders, and workflows based on call outcomes, helping teams maintain consistent outreach and follow-through.

Pipedrive’s integration with JustCalls allows you to make and receive phone calls and SMS messages from the CRM. (Source: Pipedrive)

Pipedrive pricing

My expert opinion on Bitrix24

Bitrix24 is a strong fit for virtual call centers looking for CRM, telephony, and ecommerce tools in a single platform. Its built-in PBX, call queueing, and remote-agent support make it ideal for distributed teams, while its low price delivers excellent value. Although its routing and analytics are simpler than enterprise systems, its unified workspace is perfect for small to midsize businesses that want an all-in-one solution without complex setup.

Bitrix24 key features

• Native PBX and call queueing: Build call queues, hold recordings, forward calls, and route inbound calls all within Bitrix24.

• Automated call-to-lead and CRM integration: Missed calls or new numbers get logged as leads; call records and logs directly tie to customer/contact data.

• Unified telephony + ecommerce + CRM workspace: Agents see caller data (orders, carts, and history) during the call and handle telephony, chat, email, and store workflows in one platform.

Bitrix24’s virtual call center lets you make calls directly from a contact profile after importing your client or prospect list. (Source: Bitrix24)

Bitrix24 pricing