7 Best Call Center CRM Software for 2021

Learn about the best call center CRM software that'll enhance your calls through our independent editorial review of the top options.

ACRM for call centers is software that combines inbound and outbound calling features with sales management tools for enhanced support of your customers or leads. The top call center CRMs also help your agents uncover sales opportunities. But which CRMs are designed to be used by call centers? We researched many available solutions to determine the seven best, plus an overall winner.

Here are the seven best CRMs for call centers:

  • Agile CRM (Overall Winner): Best for marketing automation (free starting price)
  • Zendesk Sell: Best for deal management ($19 starting price)
  • Freshsales: Most customizable CRM option ($29 starting price)
  • Nextiva: Best for customer service AI and automation ($24.94 starting price)
  • Five9: Best for high-volume outbound calls ($100 starting price)
  • Zoho CRM: Best for call center activity logging (free starting price)
  • HubSpot CRM: Best integration with other HubSpot products (free starting price)

How We Evaluated the Best Call Center CRMs

We examined CRMs capable of managing customer relationships within call centers and graded them on whether they offered core features like call routing, activity tracking, lead scoring, and task management. We also noted if they offer advanced features like on-hold music, interactive voice response, and call monitoring, and if the CRM software is customizable. Finally, we read real reviews about ease of use and researched pricing and types of customer service provided.

Evaluation Criteria

In our evaluation, we awarded scores on these six weighted criteria and their categories. The CRM that scored the highest amount of points was designated our overall winner and best value.

Pricing:
25%
General Features:
25%
Ease of Use:
20%
Advanced Features:
15%
Customization:
10%
Customer Service:
5%

Note: All per-user prices are with a one-year commitment unless noted.

Once the results were tallied, one solution scored the best overall. That CRM was Agile CRM, which also scored the highest for pricing and general features and near the top in other categories. Now learn how all the graded CRMs fared as the best for call centers.

Agile CRM: Best for for Marketing Automation

Helps automate marketing functions so agents and sales reps can save time and focus on productivity and sales.

Price Range: Free to $47.99 per user, per month

Overall Rating star-fullstar-fullstar-fullstar-fullstar-full Pricing star-fullstar-fullstar-fullstar-full General Features star-fullstar-fullstar-fullstar-full Ease of Use star-fullstar-fullstar-fullstar-fullstar-full Advanced Features star-full star-fullstar-fullstar-full Customization star-fullstar-fullstar-fullstar-full Customer Service star-fullstar-fullstar-fullstar-full

Pros:

  • Has a free forever plan
  • Automates SMS/text messages
  • Automatically route service tickets

Cons:

  • Phone functions are third party
  • Only one integration in free version
  • Lacks IVR and call monitoring

Agile CRM is a client management system, help desk, and marketing campaign manager. Its marketing automation tools help you create landing pages, run automated social campaigns, and capture lead contact info and send automated emails or text messages for nurturing. Then, when a lead calls, Agile’s telephony identifies the caller and routes them to the right rep. This makes it best for businesses generating leads via automated multichannel campaigns.

Agile CRM Pricing

  • Free Forever: Support for 10 users
  • Starter: $8.99 per user, per month
  • Regular: $29.99 per user, per month
  • Enterprise: $47.99 per user, per month

Agile CRM Key Features

  • Call Routing: Automatically gets the caller to the right agent or salesperson.
  • Call Monitoring: Ensures agents are providing consistent messaging.
  • Automation: Segments customer lists and creates marketing workflows.
  • Email Campaigns: Reaches customers with timely and relevant advertising.
  • Customer Data Sync: Gives your agents real time context on callers.

Agile CRM Call center CRM Software

Visit Agile CRM

Zendesk Sell: Best for Deal Management

A deal-focused CRM with tools for analyzing deal data and collaboration especially designed for call center sales reps.

Price Range: $19 to $99 per user, per month (14-day free trial)

Overall Rating star-fullstar-fullstar-fullstar-fullstar-full Pricing star-fullstar-full star-fullstar-full General Features star-fullstar-fullstar-full star-full Ease of Use star-fullstar-fullstar-fullstar-fullstar-full Advanced Features star-fullstar-fullstar-fullstar-fullstar-full Customization star-fullstar-fullstar-fullstar-full Customer Service star-fullstar-fullstar-fullstar-full

Pros:

  • Enhanced with Zendesk Service
  • Reps see all contact conversations
  • Excellent analytics

Cons:

  • Works best with Zendesk Service
  • Live customer support limited
  • No automatic customer data sync

Zendesk Sell is the CRM product within the Zendesk suite that includes their excellent call center software, Zendesk Service. Zendesk Sell is deal-focused and provides both call center reps and sales agents a complete view of all interactions with a customer. This means everyone is in the loop whenever deals are updated, making it ideal for companies where service calls are considered an opportunity for driving new deals.

Zendesk Sell Pricing

  • Sell Team: $19 per user, per month
  • Sell Professional: $49 per user, per month
  • Sell Enterprise: $99 per user, per month
  • Free Trial: 14 days

Zendesk Sell Key Features

  • Email Sync: Send and track emails through the CRM and sync them with other providers.
  • Pipelines: Customizable and shared pipelines reflect your specific sales processes.
  • Calling Features: Dial with a click and capable of recording calls.
  • List Segmenting: Perform targeted customer follow-up.
  • Integrations: Zendesk Marketplace holds more than 1,000 apps for maximizing customizations.

Zendesk Call center CRM Software

Visit Zendesk

Freshsales: Most Customizable CRM

The best solution for customizing a CRM that works exactly the way your call center needs it.

Price Range: Free to $69 per user, per month (21-day free trial)

Overall Rating star-fullstar-fullstar-fullstar-full Pricing star-fullstar-full star-fullstar-full General Features star-fullstar-fullstar-fullstar-full Ease of Use star-fullstar-fullstar-fullstar-fullstar-full Advanced Features star-fullstar-full star-fullstar-full Customization star-fullstar-fullstar-fullstar-fullstar-full Customer Service star-fullstar-fullstar-fullstar-fullstar-full

Pros:

  • Multiple calling features
  • Highly customizable
  • Tons of business integrations

Cons:

  • No social media monitoring
  • Tech knowledge required for setup
  • Data difficult to export

Freshsales offers foundational relationship management features and customization for call centers — you can tailor visual pipelines, reports, and follow-up activities according to your needs. It also offers call recording and voicemail drops and integrates with Freshsales’ call center software, Freshcaller, for even more features. It’s great for businesses looking for a comprehensive CRM package that will accommodate sales and support needs.

Freshsales Pricing

  • Free Version: Support for unlimited users
  • Growth: $15 per user, per month
  • Pro: $39 per user, per month
  • Enterprise: $69 per user, per month
  • Free Trial: 21 days

Freshsales Key Features

  • Lead Scoring: Identifies customers ready to buy.
  • Customization: Builds forms, dashboards and reports.
  • Automation: Segments customer lists and creates marketing workflows.
  • Calling: Dialers and greetings increase productivity.
  • Task Management: Records and prompts customer engagement.

Freshworks CRM Call center CRM Software

Visit Freshsales

Nextiva: Best for Service AI & Automation

A combination of voice-over-internet-protocol (VoIP) phone service and CRM that features AI customer service tools.

Price Range: $17.95 to $67.95 per user, per month plus $6.99 monthly add-on for CRM (7-day free trial)

Overall Rating star-fullstar-fullstar-full star-full Pricing star-fullstar-fullstar-full star-full General Features star-fullstar-full star-fullstar-full Ease of Use star-fullstar-fullstar-fullstar-full Advanced Features star-fullstar-fullstar-fullstar-fullstar-full Customization star-fullstar-full star-fullstar-full Customer Service star-fullstar-fullstar-fullstar-fullstar-full

Pros:

  • Unlimited calling included
  • Contact management & analytics
  • Excellent customer service automations

Cons:

  • No email marketing
  • Customization limited
  • Marketing not automated

Nextiva is a robust VoIP product with a CRM add-on ($6.99 per user, per month) offering high value features such as task management and lead scoring. Its AI customer service automations respond to customer inquiries via voice and text by reading their mood, interpreting their needs, and acting on their insight. Nextiva is for companies looking to bring a quality customer experience that’s driven by data and shows consistency in messaging.

Nextiva Pricing

  • Essential: $17.95 to $23.95 per user, per month plus $6.99 CRM add-on
  • Professional: $21.95 to $27.95 per user, per month plus $6.99 CRM add-on
  • Enterprise: $31.95 to $37.95 per user, per month plus $6.99 CRM add-on
  • Ultimate: $52.95 to $67.95 per user, per month plus $6.99 CRM add-on
  • Free Trial: 7 days

Nextiva Key Features

  • Customer Behavior Tracker: AI understands customer moods and anticipates needs.
  • Call Routing: Gets callers to the right person fast.
  • Automation: Sales automations triggered by AI.
  • Advanced Features: Offers IVR and call monitoring for quality control.
  • Activity Tracker: Records all customer interactions to avoid repeats.

Nextiva Call center CRM Software

Visit Nextiva

Five9: Best for High-Volume Outbound Calls

Helps facilitate sales and service in one call center via workforce management tools, dialers, and contextual customer data.

Price Range: $100+ per user, per month (free trial upon request)

Overall Rating star-fullstar-fullstar-full star-full Pricing star-fullstar-full star-fullstar-full General Features star-fullstar-full star-fullstar-full Ease of Use star-fullstar-fullstar-fullstar-fullstar-full Advanced Features star-fullstar-fullstar-fullstar-full Customization star-fullstar-fullstar-fullstar-fullstar-full Customer Service star-fullstar-fullstar-fullstar-fullstar-full

Pros:

  • Plenty of integrations
  • Good for inbound & outbound calls
  • Easy to use

Cons:

  • Pricing and free trial is upon request
  • Starting price is high for startups
  • Lengthy to fully implement

Five9 is a call center solution with tools for incoming and outgoing sales and support calls. Though it’s not a CRM, it offers customer management tools as well as outbound calling features like a robust predictive dialer that helps sales agents increase the number of calls and scripts for providing support and upselling. Because of this, Five9 is good for enterprise-level call centers with many sales reps making a large number of outbound sales calls.

Five9 Pricing

  • Call for Quote: Starts at $100 per user, per month
  • Free Trial: Available upon request

Five9 Key Features

  • Dialers: Predictive, progressive, and preview available.
  • Custom Reports: Compiles relevant data.
  • Integrations: Thoroughly customizable with existing software.
  • Call Recording: Ensures high quality control.
  • List Management: Helps launch targeted campaigns.

Five9 Call center CRM Software

Visit Five9

Zoho CRM: Best to Log Call Center Activity

Integrates with communication tools so all conversations in call centers are centralized in one platform.

Price Range: Free to $52 per user, per month (15-day free trial)

Overall Rating star-fullstar-fullstar-full star-full Pricing star-fullstar-fullstar-fullstar-full General Features star-fullstar-fullstar-full star-full Ease of Use star-fullstar-fullstar-fullstar-fullstar-full Advanced Features star-fullstar-fullstar-fullstar-fullstar-full Customization star-fullstar-fullstar-full star-full Customer Service star-fullstar-full star-fullstar-full

Pros:

  • Has a free forever plan for 3 users
  • Excellent analytics
  • Lots of phone integrations

Cons:

  • No data enrichment
  • Requires tech knowledge to set up
  • Customer support often slow

Zoho CRM helps businesses centralize sales and customer support communication through integrations with third party apps. These integrations save time, as agents don’t have to leave one system for another to help callers. Zoho’s call center product, Zoho Desk, can be added for an additional cost to manage support tickets for even more streamlined customer support. Zoho CRM works for call centers that need 360-degree views of contact records during calls.

Zoho CRM Pricing

  • Free Forever: Support for 3 users
  • Standard: $14 per user, per month
  • Professional: $23 per user, per month
  • Enterprise: $40 per user, per month
  • Ultimate: $52 per user, per month
  • Free Trial: 15 days

Zoho CRM Key Features

  • Integrations: Can integrate with RingCentral, WhatsApp, Google Workplace and other communication tools.
  • Task Management: Keeps reps organized, updated on contact conversations, and responsive.
  • Customizable: Highly flexible and is built to seamlessly work with other Zoho products, PBX systems, and third party apps.
  • Telephony: Make outbound sales calls by clicking a contact or lead directly in the CRM.
  • Automated Workflows: Schedule calls and follow up activities and automatically log each call under the contact record.

Zoho CRM Call center CRM Software

Visit Zoho CRM

HubSpot CRM: Best Integration With Other HubSpot Products

The best relationship manager to integrate seamlessly with other HubSpot products like Service Hub.

Price Range: Free to $1,200 per month (Sales Hub)

Overall Rating star-fullstar-fullstar-full star-full Pricing star-fullstar-full star-fullstar-full General Features star-fullstar-fullstar-fullstar-fullstar-full Ease of Use star-fullstar-fullstar-fullstar-fullstar-full Advanced Features star-fullstar-fullstar-fullstar-fullstar-full Customization star-fullstar-fullstar-fullstar-full Customer Service star-fullstar-fullstar-full star-full

Pros:

  • Powerful marketing automations
  • Stores sales and marketing data
  • Contextual contact records

Cons:

  • Does not support multiple languages
  • Lacks flexibility for complex needs
  • Adding users can get pricey

HubSpot CRM provides a free comprehensive sales, marketing, and customer service system for call centers across industries. When you upgrade to Sales Hub, you can also connect the CRM to Service Hub for an additional fee so agents can access customer records to provide a smooth experience for callers. HubSpot CRM is good for companies that prefer to stay within the HubSpot suite of products for a seamless approach to customer support and sales.

HubSpot CRM Cost

  • Free Plan: Support for unlimited users
  • Sales Hub Starter: Starts at $45 for 2 paid users
  • Sales Hub Professional: Starts at $450 for 5 paid users
  • Sales Hub Enterprise: Starts at $1,200 for 10 paid users

HubSpot CRM Key Features

  • Activity Tracking: Manages all conversations, documents, and tickets attached to the customer.
  • Pipelines: Move a deal along the sales process with drag-and-drop functionality.
  • Email Templates: Increases productivity with time cutting, pre-written templates included in the platform.
  • Daily Dashboard: Gives reps the information like quota progress and tasks.
  • Automated Call Logging: Reps don’t have to stop making calls to log them inside contact records.

HubSpot CRM Call center CRM Software

Visit Hubspot CRM

Bottom Line: Best Call Center CRM Software

Because call centers are where vital customer interaction occurs, you need a CRM to manage the conversations. Your CRM should also work with your phone provider for the most seamless experience possible. Many CRMs claim to function in this capacity, but only the software that tracks activity, manages tickets, and automates marketing will excel. Let our list of the best industry-specific CRMs for call center software guide you.

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