5 Best Small Business Call Center Software Tools for 2023

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23 min read
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Small business call center software tools automate and manage day-to-day tasks in a startup, scaleup, or small enterprise that handles outgoing and incoming calls from customers. This software might include:

  • Customer relationship management (CRM) systems
  • Telephony systems
  • Marketing automation platforms
  • Analytical tools

This list of call center software tools for small businesses features software that executes tasks such as telemarketingtelesales, cold calling, warm calling, and email marketing automation. Read on to learn about the features, capabilities, and pricing of the best small business call center software for 2023. You will also discover what real users think about these software products!

Table of Contents

Overall Best Small Business Call Center Software for 2023: FiveCRM
1. 8x8
2. Five9
3. CloudTalk
4. CallPro CRM
5. Nextiva
Key Features to Consider When Choosing the Best Small Business Call Center Software
How FiveCRM Can Help Your Small Business

Overall Best Small Business Call Center Software for 2023: FiveCRM

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FiveCRM is the only CRM designed exclusively for telemarketing. Small businesses can use this platform to connect with prospective customers over the phone and complete outbound marketing tasks such as cold calling. FiveCRM includes a broad range of features that help small businesses advertise products and services, increase brand awareness, and move leads through their sales and marketing funnels. You can even benefit from a programmable API.

FiveCRM suits contact center environments with 5-250+ seats and could double call rates compared to other CRM systems. That makes it the best small business call center software out there. Use it for B2B and B2C marketing and scale your small business operations! 

This software also lets you manage up to 999 separate databases via its native app builder and offers the possibility of unlimited data storage.

FiveCRM Key Features

Reporting and Analytics

Unlike a traditional CRM, FiveCRM combines customer account management with real-time analytics, allowing small businesses to track operational performance and identify trends and patterns in call data. Managers can use this data for more informed decision-making about marketing and sales campaigns. FiveCRM's analytical tools provide up-to-the-minute metrics and key performance indicators (KPIs) about customers, agent performance, and business processes. You can learn which agents generate the most leads within a given timeframe and which customers are most likely to purchase your products and services. Share these insights with sales and marketing teams. 

Lead Generation 

FiveCRM's highly-specialized performance and marketing tools automate lead generation in your organization, helping sales reps identify the highest-value leads on contact lists. Moreover, the platform's exclusive lead scoring tool assigns a numerical value to each lead that interacts with your small businesses, allowing you to discover the best prospective customers to nurture and convert. Use these tools to generate new customers, improve revenue opportunities, and save time for hard-working agents. 

Boost Sales Efficiency

FiveCRM is the best call center software for small businesses because it boosts sales efficiency. Its incredible range of tools automates sales workflows, streamlines processes, and improves call management in your growing enterprise. Learn how your business generates profit from outbound marketing campaigns, and get a bird's eye view of all the data in your growing enterprise. You can even create call guides and scripts that boost sales efficiency by standardizing conversations with potential customers. In-built email marketing features also streamline sales processes by letting salespeople engage with leads via email templates before communicating with them on the telephone. 

Dialing Options

FiveCRM is the all-in-one call center software tool for small businesses. It integrates with different telephony platforms and auto dialing systems (progressive, preview, and power dialers), helping reduce wasted time in-between customer calls. The platform can also automatically dial contacts on marketing lists via VoIP. That boosts call productivity and lets sales reps focus on lead generation and other outbound sales tasks.  

Security and Compliance

FiveCRM lets you adhere to data security standards and frameworks in your sector and jurisdiction. You can comply with legislation like GDPR, CCPA, and, if you sell healthcare-related offerings to prospective customers, HIPAA. The platform's security features protect sensitive data and help you avoid expensive penalties from the government. 

FiveCRM Pricing

FiveCRM's plan for small businesses in the United States starts from $70 per seat, with discounts available for additional seats. Unlike some other call center tools, you don't need to pay for any add-ons. FiveCRM plans include power dialing, preview dialing, real-time analytics, auto-dialing/hang-up, call recording, unlimited data storage, 7,000 phone minutes within North America, up to 999 databases, and a free Windows smartphone. 

What Users Think About FiveCRM

FiveCRM currently has an average user rating of 4.4/5 on the software review website G2. 

Here is what users think about the platform:

  • "Five CRM is wonderful software that provided us with all the marketing-related solutions and helped us a lot in uplifting our business. It has helped us in extending our reach to our target market and potential customers."

  • "Five CRM is a user-friendly tool, and it is an effective software to store conversations of customers as a backup. In any emergency, we can restore our call history and conversation from this CRM software. It is an artificial intelligence-based software that helps its users track their target audience and to interact with them for the acknowledgment of their field of interest."

  • "The tool had been very customizable and had been a really capable and useful marketing tool. I used it briefly with my previous employer, and it really helped in streamlining the tasks."

Learn why FiveCRM is the best small business call center software by signing up for a demo. Or get FiveCRM now.

1. 8x8

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8x8 is a business phone system and small business call center software tool that companies can use to boost outbound marketing efforts and engage with potential customers over the phone. Unlike FiveCRM, 8x8 is not a CRM platform, meaning you can't use it to store and update customer account information. However, you can sync it with FiveCRM and manage customer relationships in your small business. Doing so will let you drive sales goals, discover more lucrative leads, and collect information for future sales and marketing campaigns.  

Despite not being a CRM, 8x8 remains one of the best small business call center software tools for the following reasons: 

8x8 Key Features

Improve Telesales 

8x8 improves telesales by allowing sales reps to target leads with specific marketing messages and then move those leads through sales pipelines. This easy-to-use platform provides unlimited calls in North America, helping you target potential customers quickly. Other telesales features available on 8x8 include skills-based routing, predictive dialing, and web callback.  

Professional Greetings and Custom Music

The platform's greetings and custom music can help improve customer engagement when leads wait to connect with agents. You can record messages that tell callers how long it will take to get through to a live agent and play the right music when an agent places someone on hold. This feature can make your contact center appear more professional.  

Compliance Optimization

8X8 supports the Do Not Call Registry (DNC), which allows consumers and businesses to opt out of receiving marketing communications from businesses like yours. That means your agents will only connect to prospective customers wanting to receive your phone calls, which reduces wasted time and increases sales opportunities.

Analytics and Reporting

8x8 offers a wide range of analytical tools on its software and mobile app. Managers and agents can evaluate call data and access metrics and key performance indicators (KPIs) that make it easier to engage with potential customers over the phone. For example, learn about call volumes at specific times of the year and hire more agents to handle call demand. You can integrate 8x8 with FiveCRM for even more in-depth analytics and reporting. 

Omnichannel Marketing

8x8 doesn't just help small businesses wanting to connect with leads on the phone. Users can access chat, social media, and email features and create an omnichannel marketing strategy that results in more profitable sales opportunities. For example, you can contact potential customers via email before talking to them on the phone. You can also promote your products and services in marketing messages so customers know about your offerings before you call. 

8x8 Pricing

8x8's plans start from $12 per agent per month. However, only the company's premium plans offer advanced call center features such as web callback and predictive dialing. You can try out 8x8 by signing up for a one-month trial. 

What Users Think About 8x8

8x8 currently has an average user score of 4.1/5 on G2. 

Here is what some users think of this software tool:

  • "8x8 is our main phone system, which we use for crucial business functions such as sales team, call center, and other helplines. We also use it as a collaborative video conferencing solution."

  • "Sometimes, I have issues with the call forwarding feature. This issue can be a problem since I work from home for part of the week every week. For the most part, it does work, but there have been some issues."

  • "The best part of 8X8 is its mobile application. You can do everything which can be done from your system. Whenever you get a call or message, it will come to your application as well at the same time."

Learn more about 8x8.

Read more: 6 Important Uses of Sales Pipeline Automation You Need To Know

2. Five9

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Five9 is one of the best small business call center software tools because it helps agents engage with prospective customers on the phone. This call center platform streamlines jobs like sales, marketing, and improving the customer experience. It also has cloud-based call functionality, allowing users to carry out outbound and inbound marketing tasks from any location in the world. Use this software if you have adopted a remote working or hybrid working model in your small business.  

Five9 also has chatbot functionality, allowing managers to automate text-based conversations with prospective customers. These bots can save on labor costs and improve productivity.

Five9 Key Features

Reporting and Analytics

Five9 offers advanced analytics and reporting features that enable sales reps and call center agents to review customer data for better problem-solving and decision-making. Managers and agents can predict lead behavior by analyzing statistical and historical data in their call centers. With its simple learning curve, Five9 is a good tool for small businesses that lack data analysis experience. You can view data on reports, charts, heatmaps, and other visualizations and solve customer issues with the latest data.  

Speech Into Text Transcriptions

Five9 can convert telephone conversations into text documents, helping you review quality control measures in your call center. You can also use the speech-to-text feature to ensure agents comply with internal guidelines and improve customer service tasks. 

CRM Integration

Like 8x8, Five9 is not a CRM. That means you can't collect and store information about customers. With that said, you can integrate the software tool with FiveCRM and improve customer relationship management.

Call Management

Five9's call management features include various dialing options that make life easier for agents in-between calls. These dialing options include preview dialers, auto dialers, and predictive dialers. Five9 also offers an automatic call distributor (ACD) feature that connects a prospective customer to the most qualified or experienced agent based on the nature of the call. 

Omnichannel Support

Five9 lets you create an omnichannel marketing strategy alongside your call management responsibilities. You can engage with potential customers via email and social media and improve awareness of products and services.  

Five9 Pricing

Five9 pricing starts from $149 per month; however, the company's website doesn't say how many seats or licenses are available at this price. You will also need to upgrade to a higher-priced plan to access advanced call center features. You can sign up for a product demo and sample Five9. 

What Users Think About Five9

Five9 has an average user score of 3.9/5 on G2.

Here are what some users think of this contact center software:

  • "Five9 is good overall, but for me, there were some flaws. But once connected, it had a good sound, and the person on the other end could hear me."

  • "[I liked] the ease of use and how the menus are very intuitive even to someone who is not familiar with the system. I always use the smart reports that can be extracted. Plus, I like the smart graphs."

  • "Five9 was helpful for receiving calls through the company helpdesk phone line when working from home. The features are easy to use (such as dialing and transferring). I liked that the contacts for other associated teams were set up, and the status was visible, making it easier to connect with other colleagues. I also liked the clean and detailed format of the call logs."

Learn more about Five9.

Read more: 6 Best Affordable CRM Software Solutions

3. CloudTalk

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CloudTalk is a call center software tool for lead generation and increased brand awareness. It executes telesales and telemarketing tasks by providing sales reps with tools to engage prospective customers on the phone. One of the best small business call center software solutions, CloudTalk has cloud capabilities that enable agents to work from home and access the customer data they require quickly and securely. 

CloudTalk Key Features

In-Built Email Marketing

As well as call management features, CloudTalk comes with in-built email marketing that helps salespeople interact with and nurture leads via email. An agent can send a lead a marketing message about a product or service and then follow up on the email with an outbound call. That can help the agent nurture the lead and increase the chances of a sale. Users can send prospective customers emails easily and personalize messages for higher click-through, conversation, and response rates. 

Data Dashboards

CloudTalk allows you to analyze data that flows into your small business. You can access reports and key performance indicators through customized dashboards and learn more about customers, agents, and business processes in one place. Access data on charts, heatmaps, graphs, and other visualizations, and share insights with team members for more effective sales outcomes. 

Smart IVR

CloudTalk offers a smart IVR (interactive voice response) tool that routes calls to the most experienced or qualified agent. This feature ensures prospective customers talk to the right person about your products and services and reduces wasted agent time.  

Drag-and-Drop Interface

CloudTalk's simple drag-and-drop user interface helps you complete call center tasks. Even the smallest businesses with limited software experience can use this system to communicate with leads and evaluate customer data. 

SMS Messaging

Improve omnichannel marketing with the platform's SMS messaging feature. You can send potential customers text messages about products and services or drive them to landing pages on your website. From here, agents can follow up on these interactions and convert leads into paying customers over the phone. You can combine the SMS feature with CloudTalk's in-built email marketing automation capabilities for even more successful omnichannel marketing. 

CloudTalk Pricing

CloudTalk pricing plans start from $30 per user per month. The basic plan includes click-to-call, call queuing, automated call distribution, and other valuable call center features. You can schedule a demo of the product on the CloudTalk website. 

What Users Think About CloudTalk

CloudTalk currently has an average user rating of 4.3/5 on G2.

Here is what some users think of the platform:

  • "The application has some flaws in various factors, such as connectivity. The layout is simple and easy to use, and transitioning from our previous software has been very easy. I particularly like the notes feature after a call, which is a really handy way to keep colleagues updated on how a particular call went."

  • "Many times, the calls do not go out or are not effective, which generates delays in communications and generates losses for the company. Sometimes, the information is not very clear and generates delays in communication."

  • "Great coverage of locations in many different countries, this capability was one of the most important benefits, as well as a great cost-benefit relation. I do recommend CloudTalk for your phone tracking resources."

Learn more about CloudTalk.

Read more: 7 Tips for Running a Successful Outbound Calling Campaign

4. CallPro CRM

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CallPro CRM makes this list of the best small business call center software tools because it streamlines outbound marketing tasks such as cold calling, customer outreach, deal closing, follow-up, telesales, and telemarketing. Use this platform to collect and update customer information that agents can use for lead generation and nurturing. 

CallPro CRM Key Features

Progressive Dialer

CallPro CRM has an advanced progressive dialer that automatically connects agents with prospective customers. That reduces the time reps spend manually dialing phone numbers on their marketing lists. This feature can also connect a customer with the most qualified agent based on the reason for a call, improving productivity and performance in your small business. 

Execute Outbound Marketing Campaigns

CallPro CRM lets you create marketing campaigns based on the customer data in your small business. You can design campaigns that target potential customers in a particular geographical region or reach leads with similar hobbies or interests. By using this segmented marketing approach, agents can move more people through their pipelines and generate more revenue for your company.  

SMS Marketing

CallPro CRM also has in-built SMS marketing that allows sales reps to communicate with leads via text and then nurture those prospective customers before talking to them on the phone. This feature can help agents build relationships with people interested in your products and services.

Email Marketing

As well as in-built SMS marketing, CallPro CRM users can automate and personalize emails to prospective customers. Agents can send targeted emails and increase awareness about your company's offerings before reaching them on the phone. Call Pro CRM's SMS and email marketing features can improve omnichannel marketing and help you connect with more people across different communication platforms. 

Call Scripts

Another reason that CallPro CRM is one of the best small business call center software tools is its built-in call scripts feature that standardizes conversations for phone agents. Sales reps can follow scripts to exchange the correct information with leads and improve compliance with internal and external guidelines. For example, agents will know the right things to say to converted customers when asking for and collecting sensitive credit card or e-commerce information. 

CallPro CRM Pricing

CallPro CRM doesn't publish any prices online, making it difficult to compare this software with other tools on this list. However, you can contact the company for a custom price quote or sign up for a live demo.

What Users Think About CallPro CRM

CallPro CRM has an average user rating of 3.5/5 on G2.

Here is what some users think about this best small business call center software tool:

  • "We primarily used this for our sales calling activities. It is good for value and recommended for all startups and small companies. It is easy to use and has a lot of functionality for users like CRM, reporting, managing campaigns, etc."

  • "Transferring and placing calls on hold can be a bit unresponsive/buggy."

Learn more about CallPro CRM.

Read more: 10 Key Benefits of CRM Software for Sales Teams

5. Nextiva 

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You might consider Nextiva the best small business call center software solution because it makes life easier for salespeople. This cloud-based SaaS tool enables your team to work from any location and execute tasks such as lead generation, lead prospecting, and advertising products and services. The platform has a simple learning curve, making it a good fit for small businesses with little inbound or outbound marketing experience. It has a drag-and-drop interface that lets agents automate day-to-day tasks and view information about customers and sales funnels. 

Nextiva Key Features

Call Management

Nextiva has various call management features. One of the best features is call routing, which automatically transfers a call to the most experienced available agent in your business. That helps you target more leads and drive conversions. Another call management feature is custom hold music for potential customers waiting to talk to an agent. Use this feature to keep people on the phone during busy call volume periods. Nextiva also integrates with HubSpot, Salesforce, and Zendesk and offers voicemail functionality.

Real-Time Analytics

Nextiva's analytical tools generate intelligence about sales processes and can improve customer retention. You can discover which leads are likely to purchase a product or service and the agents that convert the most leads into paying customers. Nextiva presents all this information on data visualizations that make it easier to identify data trends. Share these insights with team members and improve collaboration in your small business.

Video Call Functionality

You can communicate with prospective customers via video call and over the phone with Nextiva. The software lets agents nurture leads via phone communications at the early stages of the sales funnel and then further engage these customers with a video call at the time of conversion. 

Email Marketing Automation

Nextiva's software for small businesses lets you move leads through your sales funnels by combining phone conversations with email marketing communication channels. You can send marketing messages via email to prospective customers about products and services and then contact these customers with a phone call. That can increase revenue opportunities and make it more likely for leads to convert into paying customers. 

Call Recording

This call center solution can record inbound and outbound calls in your small business, allowing you to improve compliance and quality control measures. Recording calls will also help you identify problems in your call-handling procedures, such as agents exchanging incorrect information with customers. 

Nextiva Pricing

Nextiva's pricing plans start from $50 per agent per month. This price includes call recording and real-time analytical tools. Signing up for a trial allows you to sample the platform for free for 30 days.

What Users Think About Nextiva

Nextiva has an average customer review score of 4.4/5 on G2.

Here is what some users think about this contact center solution:

  • "Nextiva allows you to take your phone calls to your business from your smartphone if you want them directed there. I received a free VOIP phone when we set up our service, which was a nice perk."

  • "Chat function is pretty good for requesting assistance. So far, due to all the other issues, that's the only positive thing I have to say about Nextiva. We switched from Ring Central due to their lack of customer service, but I don't feel like Nextiva has added any value at all. We've just exchanged one set of issues for another."

  • "Nextiva made it easy and affordable to power the call volume for our answering service. There hasn't been any downtime that I can remember. If our servers go down (which is equally as rare), they offer a backup forwarding number outside of Nextiva where we can send our calls, so we do not need to worry."

Learn more about Nextiva.

Key Features to Consider When Choosing the Best Small Business Call Center Software

Here are some features to think about when selecting the best small business call center software tools for your organization:

1. Ease of Use

Training agents to use complex call center software can be labor-intensive and cost your small business money. The best call center management tools have an easy-to-use interface and simple learning curve, allowing agents to perform day-to-day tasks without lots of training. 

2. Customer Support and Self-Service Options

Customer support is important when choosing call center software for your small business. You should be able to contact a support team with experience in customer interactions when troubleshooting an issue or setting up software. Also, look out for software providers that offer video tutorials, knowledge bases, FAQ pages, and other self-service documentation so you can learn how to use different features.

3. Pricing

Some small business call center software solutions are more expensive than others, so choose a product that suits your budget. Many software service providers charge small businesses on a per-user basis, meaning you only need to pay for the licenses you require. Some vendors don't publish the prices of their software on their websites, making it hard to compare the value of products. 

4. Analytics

Data-driven small businesses require the latest metrics to discover information about customers, agents, and sales processes. However, not all call center tools have analytical features. Choose a small business call center software tool that generates intelligence about your business operations through reports, charts, graphs, heatmaps, and other data visualizations. You can then identify data trends and make smarter decisions that benefit your entire team. 

5. Data Security

Data security is becoming increasingly important for small businesses that accumulate and store customer details and credit card information. Choose a software tool that safeguards your data and helps you comply with data governance legislation in your jurisdiction or sector, such as GDPR and HIPAA. That can help you avoid expensive penalties for non-compliance with data protection laws. 

6. Omnichannel Marketing 

Small businesses can generate more leads by using communication methods other than phone calls. The best small business call center software tools include SMS, email marketing, Whatsapp, and social media marketing automation features that let agents connect with prospective customers on multiple channels. You might want to choose a product that lets you segment customers and send targeted emails. That helps you advertise products and services before agents talk to leads over the phone. 

How FiveCRM Can Help Your Small Business

All the small business call center software tools on this list help startups, scaleups, and small enterprises manage inbound and outbound calls to some degree. However, FiveCRM provides more functionality and features for telemarketing tasks like cold calling. This software can improve relationships with potential customers, enhance customer satisfaction, streamline sales processes, generate intelligence, and free up agent time. It also provides value for money and ease of use.

FiveCRM is the best small business call center software. Use it to double your call quota, evaluate data, collect customer information, send emails to leads, and convert more people into paying customers. Sign up for a product demo, or get FiveCRM today

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