10 Best Outbound Call Center Software Solutions 2022

23 min read
Customer-Service

Outbound call centers have long been a staple in sales and marketing strategies. However, new technologies are helping agents contact the right leads at the right time, ultimately closing more deals with less back-and-forth and manual legwork. Of course, finding the best outbound call center software for your business will take some research. With so many options on the market, here's a look at the top ten solutions and some crucial information to help you choose the best one.
With FiveCRM being the only CRM designed specifically for telemarketing, it has flexible tools and features you won't find anywhere else. Interested in learning more? Get started today!
Table of Contents
  1. Advantages of Outbound Call Center Software
  2. Comparison Table of Outbound Call Center Software
  3. Best Outbound Call Center Solutions
  4. Conclusion

Advantages of Outbound Call Center Software

  1. Streamline the calling workflow - Because outbound call center software allows you to assign lead lists, help agents prioritize who to contact, and even guide them through the conversation, this software can help them spend less time looking for leads and more time talking to them.
  2. Reduce manual labor - Outbound call center software often incorporates some kind of auto dialing solution, which means not only do your agents not have to dial the next number, but they can also automatically wrap up the call with appointment booking, notes, and more. When a lead doesn't answer, the software can allow your agent to record a message right away or send them to a pre-recorded one, so they don't have to listen to the recipient's voicemail message.
  3. Follow-up more often - The best software will help your agents quickly set appointments during the call and remind them when the time comes to follow up with a lead so that your company stays top of mind before they go to a competitor.
  4. Close more deals - By giving your agents more time to speak with warm leads, they'll be able to invest real time in speaking with your prospects and actually closing deals. In addition, by reducing manual labor, your agents will also talk to more leads overall.
  5. Improve the caller experience - Speaking with an agent who really seems to understand them can help improve the caller experience ten-fold. Since agents can see notes on the client's file, along with past interactions, they can offer a more personalized conversation.
  6. Better understand the customer journey - You can collect more analytics on how much time agents spend talking with the average lead before closing a deal and when follow-up calls have helped you save a lead that would've been lost, ultimately improving your sales game.
  7. Speed up the training process - Having a new agent listen to other callers is one thing, but what if you could have a trusted interface with all the resources they need for whatever the conversation throws at them? The best outbound call center software provides just that.
  8. Create more consistent outcomes - By being able to record and playback calls from excellent conversations and those that didn't go well, your business can begin to develop proven tactics, scripts, and guides to create more consistent interactions.
  9. Make the most of every agent - Call centers know better than any business that utilizing someone's strengths is key to great performance. With an outbound call center software, not only can you route calls automatically, but you can set criteria to make sure callers are routed to the best available agent for the job, helping to make sure the conversation goes smoothly.
  10. Reduce software costs - While the cost of outbound call center software varies, the best solution will reduce your overall costs by providing flexible data storage and a variety of integrated tools to simplify your tech stack.

Comparison Table of Outbound Call Center Software

Basis Best For Free plan or trial? Pricing Open Source Devices Deployment Customization
FiveCRM All call centers No $70 per user, per month No Mobile and desktop Cloud Yes
Zendesk Growing businesses Free trial $99 per month No Mobile and desktop Cloud Yes with add-on
CloudTalk Growing businesses Free trial $25 per user, per month No Mobile and desktop Cloud Yes
PhoneBurner Growing businesses Free trial $149 per user, per month No Mobile and desktop Cloud Yes
TalkDesk Customer service No $75 per user, per month No Mobile and desktop Cloud Yes
CallHub Volunteer campaigns No Starts at $0.069/min No Mobile and desktop Cloud Yes
RingOver Growing businesses Free trial $29 per user, per month No Mobile and desktop Cloud Yes
Dialpad Growing businesses Free trial $23 per user, per month No Mobile and desktop Cloud Yes
Bitrix24 Small businesses Free plan Starts free Yes Mobile and desktop Cloud Yes
Voicent Small businesses Free trial $29 per user, per month plus rates No Mobile and desktop Cloud Yes

Best Outbound Call Center Solutions

#1 Five CRM

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FiveCRM is unique because it is the only CRM made specifically for telemarketing. Because a customer relationship management (CRM) system and outbound call center solutions go hand-in-hand, FiveCRM helps simplify your tech stack from the start by pulling all the outbound call center tools you need and want into a system where your team can efficiently manage its customers and conversations.
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  • With auto dialing features, you can double your call quota, reduce agent downtime, and make sure that your agents are always in the midst of a personalized conversation instead of taking notes or looking for numbers to dial.
  • Follow-up better with the use of easy appointment setting, call lists, and email marketing tools so that you can engage leads even when they're not on the phone.
  • Generate custom reports and analytics to better understand your audience, all while securely organizing your data in any way you choose, with the ability to create separate databases for easier management.

FiveCRM offers a flexible, per-user pricing model that starts at $70 per user, per month. When paid annually, the price drops to just $50 per seat for a team of 100 users. The best part is that you won't have to pay extra or upgrade to a new tier to unlock any of FiveCRM's great features. The price you pay includes full access to FiveCRM and all of its capabilities.
In addition to having a wealth of features designed specifically for outbound call centers, you'll love FiveCRM thanks to its clean and modern interface and the ability to create a custom workflow that's best suited to your business. Unlike other CRMs, your agents won't have to conform to your new software—easily customize FiveCRM to do exactly what you need it to do.

#2 Zendesk

Zendesk Sell is the company's CRM solution that's designed to make follow-up and engagement easier with the use of its intuitive conversational interface. As an outbound call center, you'll appreciate that Sell gives your team full visibility into the pipeline. Plus, auto triggers can help remind your agents when it's time to make a call, send an email, or check in on a lead. However, you may need to use one of the integrations in order to unify all of the functionality your call center requires.
  • Easily organize your leads, contact, and deals while helping your agents stay on top of them through the use of automated reminders that nudge them when they should send an email or make a phone call.
  • Upgrade to the higher tier to unlock lead scoring, advanced permissions, user roles, and the opportunity to automate tasks that eat away at your agents' work days.
  • Use Zendesk Sunshine alongside Zendesk Sell to create custom fields to capture all of the information you need to know about your leads and deals.
Zendesk Sell starts at $19/month, but upgrading to the highest tier is required if you wish to enjoy all of the features above. The professional tier is $99/month, and the enterprise tier is $150/month. If you wish to use custom fields, you'll also need to invest in Zendesk Sunshine, but pricing for the Sunshine Platform alone is not published.
As a trusted name in the world of sales and service, Zendesk surely delivers a reliable CRM solution, but it's not the most robust outbound calling center on the market. Because you'll likely need third-party integrations to streamline the agent workflow, it's not the simplest or cleanest software choice for call centers, but you can make it work.

#3 CloudTalk

Outbound call center software comes in many forms, but if you're looking for a dedicated solution that can handle the calling side of things, CloudTalk might be exactly what you're after. CloudTalk is not a CRM solution but strictly a calling software that can help your outbound agents reach a larger audience with a cloud phone system that allows you to choose from over 180 numbers.
  • Let your agents call from anywhere, including an international call center or from home, while they utilize CloudTalk's database of phone numbers to help you maintain the feel of a local business.
  • Use the power dialing tools to help your agents make more calls faster, with less downtime in between conversations. Plus, filter leads and create your own target lists, so agents get in touch with the right leads.
  • Tap into call bargaining and call whispering tools to provide live coaching to your agents so they can impress leads, personalize discussions, and close more deals without interrupting the flow of conversation.
CloudTalk offers a tiered pricing model that starts at $25 per user, per month and goes up to $50 per user, per month for the Expert tier. There is also custom pricing available for very large teams or those who need a specific selection of features. Even on the basic plan, you'll unlock unlimited call queuing, access to all phone numbers, automated distribution, and click-to-call features.
If your business has never used a standalone outbound calling software like CloudTalk, it could be the right next step if you're currently working with a CRM software that has limited calling tools. By integrating CloudTalk with your existing CRM, you can begin to see how valuable a dedicated, all-in-one solution like FiveCRM could be for your business.

#4 PhoneBurner

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At first glance, PhoneBurner is the type of platform that might just leave you feeling overwhelmed, but once you take the time to understand all that it's able to do, it becomes clear that this solution is able to serve a lot of use cases—including the needs of a growing outbound call center. While you'll find that PhoneBurner's messaging focuses heavily on its auto dialing capabilities, there is a built-in CRM if you look closely, which can help your agents streamline their workflow.
  • A power dialer and workflow automation will help your agents get more out of every workday, while you can optimize each agent's workload with lead distribution tools.
  • The built-in CRM offers light tools for managing calls and contacts, and since it's calling-focused, your agents can probably find what they need to complete tasks successfully.
  • PhoneBurner really shines as a virtual phone service, so if that's what you're looking for, you can plan to integrate it with your CRM solution for a robust, fully-featured solution.
The biggest con of PhoneBurner is that its tiered approach puts some of its most valuable features behind a paywall. For instance, the starter plan is $149 per user, per month, but you'll need to upgrade to Professional for $179 per user, per month to unlock live call listen-in, softphone connections, and the open API. If you need a dedicated inbound number, SMS messaging, and/or up to 50,000 contacts, you're looking at the top tier for $199 per user, per month.
PhoneBurner is a capable solution, but it comes with a hefty price tag. Additionally, while there is a built-in CRM, you may find that it feels like an afterthought next to the robust capabilities of PhoneBurner's virtual phone services and power dialer. Ultimately, if you're seeking an all-in-one solution, PhoneBurner might not be the powerhouse you need.

#5 TalkDesk

TalkDesk is highly regarded as a customer service solution, but as an outbound call center, you could tap into its many features to make it work as a marketing and sales tool, too. Because of its focus on customer experience and customer success after the sale, TalkDesk is particularly valuable for businesses that tend to follow up after deals are closed, allowing you to collect more feedback and encourage repeat purchases with a platform that's built for that purpose.
  • Integrated automation will help reduce your agents' workloads by helping them determine the next best action, create new records, save notes to files, and more.
  • Use the native phone system to speak with team members, ensuring cross-communication is happening between agents and departments, so nothing is lost in the midst of a busy day.
  • Proactive outbound engagement tools will help improve connection rates and keep leads on the line as agents pick up the phone. Plus, intelligent routing ensures the best agent for the job is always answering the call.
Pricing for TalkDesk starts at $75 per user, per month. This tier includes virtual agents, an AI trainer, voice engagement, real-time dashboards, and more. For quality management, screen recording, and automated notifications, you can upgrade to the next tier for $95 per user, per month. Alternatively, you can get a quote for concurrent pricing and per hour login consumption pricing.
With a robust solution, TalkDesk is widely regarded as a powerful customer experience system, and if you have a need for those tools, you can surely make it work as your outbound sales and marketing solution, too. On the other hand, if you strictly need outbound call center software, it's best to look for a platform that specializes in just that, like the first option on the list.

#6 CallHub

CallHub has a unique vertical as it is designed specifically for use by political campaigns and nonprofits that are seeking to fundraise for a cause. However, small businesses can also make use of CallHub's toolkit, but you should be aware that it is strictly voice and text software. For a complete outbound call center solution, you'll need to integrate CallHub with your existing CRM.
  • Unique features help political campaigns, nonprofits, and small businesses pursue both cold and warm leads and track them through the pipeline.
  • Make use of automated dialers to reach more leads, and use tools like SMS follow-up to keep them engaged after every conversation.
  • Mass texting and SMS marketing will help you grow your list of leads while better understanding if a lead is ready to convert, so your agents know when to call them.
The pricing for CallHub can be a bit confusing the first time you use it. Agents calling out using a web browser will cost $0.069/min, but a dial-out phone will cost $0.092/min. This per-minute pricing can discourage you from keeping agents on the phone for long, which, in turn, can negatively impact the caller's experience. As such, it's worth looking into other solutions unless you are running a political or volunteer campaign where CallHub's unique features are valuable to you.
It's always great to find software that caters to a specific vertical, especially if you happen to fit within that vertical. For churches, politicians, and nonprofits seeking to use volunteers to reach leads, CallHub is the only solution dedicated to that purpose, and so it's worth considering if you're part of that audience.

#7 RingOver

RingOver is another call center software that does not have a built-in CRM, but if you're strictly looking for a business cloud phone system to integrate with your existing CRM solution, it could be the one for you. Some of RingOver's features include campaign automation, no-code integrations, and a very easy-to-use interface that won't take your agents any time to master.
  • Let your agents work using a simple mobile or web app that empowers them to close deals from anywhere. You can call up to 110 destinations around the world without limits.
  • All you need is an internet connection to work using calls, SMS, or videoconferencing. That gives you the flexibility to communicate with team members and leads any time of the day.
  • Use smart call routing, CRM integrations, and real-time insights to help your agents close more deals successfully without having them dig around for key information.
Your business can get started quickly with straightforward pricing that begins with the all-in-one Smart tier for $29 per user, per month. If you need a landline from one of the 51 countries not included in the Smart tier, or you need advanced analytics and/or integrations, you'll want to upgrade to the Power tier for $59 per user, per month. Custom pricing is available if you want to build your own package or get one-on-one coaching from RingOver to onboard your team.
All in all, RingOver is a powerful business phone solution, but it's not going to give you the all-in-one experience you may be after. With that said, if what you're looking for is third-party outbound calling tools to add to your existing CRM solution, RingOver is a viable option with flexible and reasonable pricing.

#8 Dialpad

If you are passionate about tapping into the latest technology and you have an existing CRM that you want to add outbound calling features to, DialPad is a match made in heaven. With a heavy focus on artificial intelligence (AI) tools, including speech recognition, DialPad helps tech-forward businesses get a glimpse at what technology is learning to do, all while helping support your agents with new and exciting tools.
  • DialPad offers a complete business communications solution with voice, message, and meeting tools all in one platform.
  • Your customer engagement team can power sales and service using AI-driven tools for outreach, engagement, and self-service.
  • Some tools are available for free, such as video meetings, to give you a sneak peek at the DialPad platform and its user-friendly interface.
Pricing for DialPad's business communications solution starts at $23 per user, per month. However, for additional local number support, multiple phone numbers per account, global SMS, more departments, multiple office locations, and CRM integrations, you'll need to upgrade to the next tier for $35 per user, per month.
Overall, the pricing for DialPad is reasonable, but it might be a little too tech-focused and tech-forward for today's outbound call centers. If you want to simplify your workflow instead of complicating it with new tools that aren't yet perfected, DialPad might be more frustrating than empowering. Still, for businesses that like to be on the cusp of innovation, DialPad can be fun to explore.

#9 Bitrix24

Bitrix24 calls itself the ultimate business workspace because it offers an all-in-one solution that can help power the operations of your outbound call center. With a focus on collaboration, Bitrix24 will help ensure that your agents and departments are always on the same page, thus helping to support a more consistent and positive caller experience.
  • Handle chat, video calls, video meetings, calendars, documents, mail, and more all from the Bitrix24 platform.
  • Use the built-in CRM to manage your contact, calls, and deals without leaving the interface, saving your agents time.
  • Organize by task, board, campaign, and project, and showcase your data in many different ways so everyone's on the same page at-a-glance.
Bitrix24 has a generous model that allows you to start for free with unlimited users. This plan includes access to almost all features of Bitrix24, but to a limited degree. That means the free plan is great for testing out the platform before you commit. The Basic tier costs $49 for five users per month.
Since it's free to get started, Bitrix24 is a promising platform for outbound call centers that need a budget-friendly option. Of course, it's not as feature-rich as some higher-priced solutions, but it is a great way to dip your toe in the water if you're new to this type of software.

#10 Voicent

While Voicent might not have the most modern interface around, it does offer features for your marketing, sales, service, and management teams to get more done. This includes a built-in CRM so that your agents won't have to switch back and forth between your calling tools and customer relationship management software, which is a huge plus.
  • Your sales team will be able to utilize a built-in CRM in addition to a customized agent dashboard and automation tools to power through their workday.
  • Predictive, progressive, preview and power dialers along with SMS and email marketing tools will help you keep leads engaged.
  • Whisper coaching, advanced reporting, and other management tools will help speed up onboarding while helping you invest in ongoing training.
The pricing for Voicent isn't overly straightforward, as you'll need to pay a base subscription fee in addition to usage rates. The base price is $29 per user per month, in addition to call credits based on how many calls your team makes.
Once you take a look at Voicent's pricing and determine how much you'll pay, you'll be able to compare it to other all-in-one solutions such as FiveCRM to determine which platform is best suited to your needs.

Conclusion

If you're looking for an outbound call center solution that can power your teams without requiring them to switch back and forth between software, it's likely time to invest in an all-in-one solution. While all of the tools listed here are capable of helping your outbound agents reach more leads, it's solutions like FiveCRM that are specifically designed for efficiency and performance, with reasonable pricing that can grow with your business.
Interested in seeing FiveCRM in action for yourself? Get started today!

FAQ Section

What is outbound call center software?

Outbound call center software can have a variety of features but most often incorporates a customer relationship management (CRM) system with auto-dialing features and automation. The purpose of outbound call center software is to simplify the workflow of outbound agents, allowing them to reach more leads and close more deals.

How can I improve my outbound call center?

The best way to improve your outbound call center is to ensure agents are consistent, effective, and efficient. Outbound call center software can help in all of these areas with features like auto-dialing, automated workflows, follow-up guidance, call recording, live coaching, and more.

What applications do call centers use?

A call center will require a large tech stack in order to operate efficiently. First and foremost, you need an outbound software capable of dialing leads and helping agents through the script while also supporting their appointment scheduling and follow-up initiatives. These features must be utilized alongside a customer relationship management (CRM) tool, so choosing a platform like FiveCRM that's designed for call centers can help simplify your tech stack.

Which is the best call center software for small businesses?

The best call center software for small businesses is one that incorporates as many features as possible (i.e., call recording, agent coaching, auto-dialing, and a CRM) while offering flexible pricing. FiveCRM offers a scalable per-user rate without limiting you by minutes or charging you extra based on the number of contacts in your system.

How many calls should an outbound agent make?

The number of calls an outbound agent should make depends on your answer rate. If you're using an auto-dialing system that only connects agents to a contact once the contact has answered the phone, they'll be able to talk to up to 4x more contacts per hour. A reasonable goal is 18-20 conversations per hour for a trained agent.

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