6 Best Call Center CRM Software for 2022

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

A call center CRM is software that combines inbound and outbound calling features with sales pipeline management tools that better support your customers or leads. Included are features such as built-in dialers, call tracking, support ticket routing, workflow automation, and more. To help you choose the best, we reviewed dozens of options to determine the top six call center CRMs.

Here are the six best CRMs for call centers:

  • Freshsales: Best overall call center CRM for phone sales & service (free starting price)
  • Pipedrive: Best call center CRM for workflow automation & routing (14-day free trial)
  • Nextiva: Most complete business phone system with CRM features (7-day free trial)
  • Zoho CRM: Best call center CRM for sales team collaboration (free starting price)
  • Five9: Best call center CRM software for high-volume calling (free trial on request)
  • HubSpot CRM: Best call center CRM for intelligent transcriptions (free starting price)

The above options scored the six in our review of the top call center CRMs. However, some industry-specific options lack the robust general features you'd expect out of a standard CRM. If a general CRM sounds more right for you, check out our article on the best overall CRM software.

How We Evaluated the Best Call Center CRM Software

To determine the best call center CRM software, we reviewed both general CRMs with calling capabilities as well as business phone systems and help desks with CRM features. To rank the top options, we identified six weighted categories and used them to assign each option an overall score out of five, including the identification of primary use cases. Check out our specific evaluation criteria below:

Evaluation Criteria

We first assessed each option on pricing and core features offered, such as call routing and task management. We then reviewed advanced features like on-hold music and IVR as well as overall customization and service offered.

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 Freshsales, 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.

Freshsales: Best Overall Call Center CRM

Freshsales offers a built-in dialer that tracks and log sales calls as well as robust pipeline features and help desk integration.

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

Overall Rating star-fullstar-fullstar-fullstar-full Pricing star-fullstar-fullstar-fullstar-fullstar-full General Features star-fullstar-fullstar-fullstar-full Ease of Use star-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:

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

Cons:

  • No social media monitoring
  • Free tier is limited
  • Data difficult to export

Freshsales is a general CRM offering a wealth of relationship management features and customizations for call centers — you can tailor visual pipelines, reports, and follow-up activities according to your needs. It also offers a built-in dialer with call recording and voicemail drops as well as integrates with Freshsales’ call center software, Freshdesk, for even more calling features. It's rated our top overall CRM software and a good option for call centers.

While Freshsales scored the best, it doesn't offer a complete business phone system and is missing some marketing features. For a business phone system and CRM in one, check out Nextiva, and for marketing features like social media management, try Zoho CRM.

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: Identify prospects with a high likelihood of purchasing.
  • Customization: Build custom forms, dashboards and reports.
  • Automation: Segment customer lists and create call routing workflows.
  • Calling: Use a built-in dialer and Freshdesk integration for robust calling.
  • Task Management: Records and prompts customer engagement.

freshsales dashboard example

Visit Freshsales

Pipedrive: Best for Automation & Routing

Pipedrive offers an intutitive sales pipeline tool with call center features like call routing and workflow automations.

Price Range: $14.90 to $99 per user, per month (14-day free trial)

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

Pros:

  • Workflow automations for calling
  • Add-on upgrades available
  • Automatic call routing

Cons:

  • Missing free forever plan
  • Only one integration in free version
  • Caller missing from some tiers

Pipedrive is an easy-to-use sales CRM offering a wealth of pipeline management functionality as well as calling features like automatic call recording, call routing, and communication history. You can set up robust workflow automations that automatically route or assign incoming calls to the best agent as well as automatically input important data into contact records. You can even schedule follow up activities based on the outcome of your last interaction.

Even though Pipedrive is a solid call center CRM option with a la cart upgrades, it's missing some native sales and marketing features in its standard plans. For better out of the box sales features, visit Freshsales, and for more marketing features try Zoho CRM.

Pipedrive Pricing

  • Essential: $14.90 per user, per month
  • Advanced: $24.90 per user, per month
  • Professional: $49.90 per user, per month
  • Enterprise: $99.00 per user, per month

Pipedrive Key Features

  • Call Routing: Automatically gets the caller to the right agent or salesperson.
  • Call Monitoring: Ensures agents are providing consistent messaging.
  • Workflow Automation: Route calls to the right reps and other automations.
  • Add-on Upgrades: Use a la carte features for lead generation and marketing.
  • Customer Data Sync: Gives your agents real time context on callers.

Dashboard in Pipedrive

Visit Pipedrive

Nextiva: Best for a full Business Phone System

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

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

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

Pros:

  • Full business phone system
  • Contact management & analytics
  • Excellent service automations

Cons:

  • Full sales CRM is an add-on
  • Customization limited
  • Marketing not automated

Nextiva is a robust VoIP business phone system that includes a customer service CRM and offers additional sales CRM features for an add-on fee. In addition to being a complete phone system for teams, it has advanced AI customer service automations that respond to customer inquiries via voice and text by reading their mood, interpreting their needs, and acting on their insight. Include the sales CRM for deal management and ongoing account management.

Even though Nextiva provides the best mix of CRM features with a complete business phone system, there are better sales pipeline management tools available. If interested in a more usable and robust general CRM for your call center, check out Freshsales.

Nextiva Pricing

  • Essential: $17.95 to $23.95 per user, per month plus sales CRM add-on
  • Professional: $21.95 to $27.95 per user, per month plus sales CRM add-on
  • Enterprise: $31.95 to $37.95 per user, per month plus sales CRM add-on
  • Free Trial: 7 days
  • Must contact directly for sales CRM

Nextiva Key Features

  • Customer Behavior Tracker: Its AI understands customer moods and anticipates needs.
  • Call Routing: Get inbound callers to the right agent or salesperson fast.
  • Automation: Create sales automations that are powered by AI.
  • Advanced Features: Take advantage of IVR and call monitoring for quality control.
  • Activity Tracker: Record all customer interactions to improve sales and service.

Nextiva Call center CRM Software

Visit Nextiva

Zoho CRM: Best for Sales Team Collaboration

Provides robust telephony for salespeople as well as integrates with Zoho Desk for added service features.

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:

  • Integrates with Zoho's help desk
  • Excellent reporting analytics
  • Lots of phone integrations

Cons:

  • Free tier is limited
  • Interface can be hard to learn
  • Customer support often slow

Zoho CRM is a robust CRM offering built in telephony that helps salespeople close deals with features like one-click dialing, call reminders, call analytics, and more. One of its defining use cases, however, is team collaboration, with a call roster that helps team members coordinate calls as well as tools to help managers track active calls. Integrate with Zoho Desk for even more call management and service features, such as ticket resolution and more.

Zoho offers a wealth of call center features as well as advanced digital marketing tools like social media management. However, its interface can be hard to use, and there may be better sales pipeline tools available. Check out Freshsales for an easy-to-use, robust sales CRM.

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 to 30 days

Zoho CRM Key Features

  • Integrations: Integrates with RingCentral, WhatsApp and other communication tools.
  • Task Management: Keep reps organized and on task with reminders and automation.
  • Customizable: Easy to customize and integrate with Zoho products and other apps.
  • Telephony: Make outbound sales calls by clicking a contact or lead directly in the CRM.
  • Automated Workflows: Schedule calls and follow up activities as well as log each call.

Dashboard in Zoho CRM

Visit Zoho CRM

Five9: Best for High-Volume Calling

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

Price Range: $149 to $229 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 high volume calls
  • Robust enterprise software

Cons:

  • Free trial only on request
  • Too robust for some
  • Lengthy time to 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.

While Five9 is great for large or multi-location call centers, its likely not right for smaller firms. Instead, try Freshsales if you need a robust sales pipeline CRM or Nextiva if you need a complete yet smaller business phone system with CRM capabilities.

Five9 Pricing

  • Core: $149 per month
  • Premium: $169 per month
  • Optimum: $199 per month
  • Ultimate: $229 per month
  • Free Trial: Available upon request

Five9 Key Features

  • Predictive Dialer: Increase outbound productivity with automatic predictive dialing.
  • Custom Reports: Compile relevant calling data to better manage sales or service reps.
  • Integrations: Can be fully customized with robust third-party app integrations.
  • Call Recording: Ensure a high level of quality with call recordings.
  • List Management: Launch targeted outbound campaigns.

five9 dashboard example

Visit Five9

HubSpot CRM: Best for Intelligent Transcriptions

The best relationship manager that tracks outbound sales calls and integrates with HubSpot's help desk.

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:

  • Robust free tier
  • Integrates with help desk
  • Advanced conversation intelligence

Cons:

  • Missing some marketing features
  • Some calling features cost extra
  • Can be pricey for smaller teams

HubSpot is rated our top free CRM offering a robust free tier that integrates with the free tiers of HubSpot's marketing and service platforms for added features. However, you must upgrade to its paid tiers for telephony, where you can unlock VoIP and call tracking features like outbound call prioritization, automatic call logging, call recording, and conversational intelligence that provides keyword-driven transcriptions for call analysis.

While HubSpot is a good option, it can be pricey for smaller teams or solo users, and is missing some marketing features. For a better priced and robust sales CRM, check out Freshsales, and for more marketing features try Zoho CRM.

HubSpot CRM Cost

  • Free Plan: Support for unlimited users
  • Sales Hub Starter: Starts at $45 for up to 2 paid users
  • Sales Hub Professional: Starts at $450 for up to 5 paid users
  • Sales Hub Enterprise: Starts at $1,200 for up to 10 paid users
  • Additional users can be purchased for extra

HubSpot CRM Key Features

  • Activity Tracking: Manages all conversations, documents, and tickets with a customer.
  • Pipelines: Move a deal along the sales process with drag-and-drop functionality.
  • Email Templates: Increases productivity with time pre-written scripts and templates.
  • Daily Dashboard: Gives reps key information like quota progress and tasks.
  • Automated Call Logging: Reps can automatically log calls and store contact records.

hubspot dashboard example

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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