Check out our independent editorial review of the best crm software for sales professionals, including use cases for each option.
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:
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.
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.
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
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.
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)
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.
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)
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.
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)
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.
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)
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.
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)
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.
The best relationship manager to integrate seamlessly with other HubSpot products like Service Hub.
Price Range: Free to $1,200 per month (Sales Hub)
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.
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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