What are the 5 Best Call Management Software Tools for 2022?

12 min read
Calling

Five things you need to know about call management software tools:

  1. Call center management software tools help call centers handle inbound and outbound calls.
  2. These tools include call routing, predictive dialing, and auto-dialing. 
  3. On-call management software can also track call data, helping managers learn more about incoming and outgoing communications. 
  4. The five best call management tools have different features, pricing models, and free trial/product demo options. 
  5. FiveCRM is a CRM for call centers that integrates with call management and telephony systems such as 8x8, RingCentral, and TCA. 

Call management software tools (or on-call systems) automate many contact center tasks such as contact dialing and call tracking. These tools also facilitate call routing, which distributes incoming calls to a specific agent in your center. That helps you create an on-call schedule, which ensures the right agent is available to answer calls. 

In this blog post, learn the five best call management software tools and how FiveCRM can integrate with popular tools for improved customer relationship management. 

FiveCRM is a CRM for call centers that syncs with multiple call management platforms and telephony systems. Get FiveCRM now

Comparison Table of Top Call Management Software

Product name Pricing Free trial/live demo? Features Best for:
FiveCRM FiveCRM's U.S. plan starts from $70 per license, with discounts for additional licenses. There are no add-ons required.  You can access a live demo and experience FiveCRM's many features.  Syncs with various call management software tools and telephony systems; lead generation; analytics; auto-dialing; easy-to-use interface Call center environments of any size. FiveCRM helps with telemarketing, telesales, and other inbound and outbound marketing tasks. 
8x8 From $12 per user per month 1-month free trial Supports DNC, predictive dialing, real-time analytics Medium-to-large businesses 
RingCentral Unknown Product demo 99.9% uptime guarantee, TCPA compliance, analytics Small-to-medium businesses
TCN Unknown Product demo Real-time analytics, TCPA compliance, manually approve calls Small-to-medium businesses
Vonage From $19.99 per user per month 14-day free trial Analytics, call flipping, integration with software tools Medium-to-large businesses

Best On-Call Management Software

1. FiveCRM

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FiveCRM is a customer relationship management (CRM) system designed for call centers like yours. While it doesn't offer call management features, the platform syncs with several call management and telephony systems, helping you optimize contact center operations. That lets you combine CRM and call management and improve telemarketing, telesales, and lead generation efforts. 

Unlike traditional CRMs, FiveCRM comes with analytical features that generate deep insights into how you manage inbound and outbound calls. You can learn how agents communicate with customers and improve call handling in your contact center by syncing the tool with a call management system. FiveCRM also powers automated email campaigns for better hit rates and makes it easier to monitor cold calling, warm calling, and other outbound marketing duties. The platform suits both B2B and B2C environments. 

FiveCRM Key Features

  • FiveCRM lets you boost sales efficiency with call management, workflow automation, and automated dialing features that reduce call transition times.
  • The system lets you manage up to 999 separate databases, helping you scale your contact center operations. It also offers unlimited data storage, something you won't find in many CRMs. 
  • FiveCRM's highly specialized marketing and performance tools automate lead generation and track operational performance, enabling agents to capture more lucrative leads. 
  • The platform's lead scoring feature lets agents move high-value contacts through their marketing pipelines. 
  • Even without integrating FiveCRM and a call management system, you can generate real-time data insights about department performance and use key metrics to increase sales growth.
  • FiveCRM could double your call rate compared to regular CRMs.
  • Designed for 5-250+ seats, FiveCRM increases organizational efficiency with its security, reporting, and account management features. 

FiveCRM Pricing

FiveCRM's U.S. plan starts from $70 per license, with discounts for additional licenses. There are no add-ons required like many other CRMs. You will receive unlimited data storage, consolidated reporting, call recording, auto-dial, and hang-up features, up to 999 separate databases, 7,000 call minutes within North America, and a free Windows smartphone for this price. You can try out FiveCRM's features with a live demo

Conclusion

While FiveCRM isn't a call management software tool, it syncs with telephony systems that handle inbound and outbound communications in your call center. Unlike regular CRMs, FiveCRM is created for contact center environments and has analytical features that track day-to-day tasks in your organization, helping agents do their jobs more successfully. 

Get FiveCRM now or contact a rep to learn more. 

2. 8x8

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8x8 is a call management software tool and telephone system with additional predictive dialing capabilities. You can sync the platform with FiveCRMs (and other CRMs) to manage and respond to inbound and outbound calls in your contact center. 

One of 8x8's best call management features is the ability to create professional greetings, menu prompts, and customized music 'on hold,' giving your call center a more professional feel. You can also create rules for routing calls to the right agent during regular business hours and routing calls to voicemail or additional resources outside these hours. 

8x8 Key Features

  • 8x8 supports the Do Not Call Registry (DNC), helping you improve compliance in your organization and ensure more calls get through to prospective customers. 
  • You can manage dialing operations from a single dashboard, removing the need to switch between screens. 
  • You can generate insights about call handling and predictive dialing and improve tasks in your contact center. (Sync the tool with FiveCRM for even deeper insights about call center operations.)

8x8 Pricing

8x8 pricing starts from $12 per user per month. However, you have to subscribe to the system's premium plans to access predictive dialing and other features. 8x8 currently offers a 1-month free trial, allowing you to sample its features for call management. 

Conclusion

8x8 not only improves call management but helps you boost compliance with its DNC support. You can use this system to increase contact rates, engage with prospects, support agent performance, and enhance the customer experience. Sync the system with FiveCRM to maximize CRM and call management responsibilities and improve how you handle inbound and outbound calls. 

Learn more about 8x8.

3. RingCentral

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RingCentral is a call center workforce management software tool and telephony system with advanced call handling options. One of its most popular features is multiple options for dialing that help you connect with prospective customers. While most call management software tools offer predictive dialing, RingCentral has progressive and preview dialing capabilities. It also syncs with FiveCRM for improved customer relationship management. 

RingCentral Key Features

  • RingCentral lets you customize dialing features based on your business needs. For example, use predictive dialing for one customer segment and preview dialing for another. 
  • The system offers 99.9 percent uptime. 
  • RingCentral adheres to the Telephone Consumer Protection Act of 1991, important legislation for call centers, helping you stay on the right side of the law when contacting and engaging with leads.

RingCentral Pricing

RingCentral doesn't post any pricing information on its website. If interested in this product, you will need to contact its developers for a personalized quote. There is a product demo available.

Conclusion

RingCentral is on-call management software with 99.9 percent uptime and multiple dialing options, making it a valuable addition to your contact center tech stack. You can integrate the platform with CRMs like FiveCRM and centralize your customer relationship and call management responsibilities. 

Learn more about RingCentral

4. TCN

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TCN is an on-call management software tool and telephony system that also integrates with FiveCRM. This platform improves call management with call distribution (call routing) features, predictive dialing, in-built SMS marketing, and auto-dialing

As a cloud-based system, TCN lets agents handle and manage inbound and outbound communications regardless of location, making this platform a good fit for call centers with remote employees. Its compliance suite helps you manage data governance, data protection, and other legal responsibilities when communicating with prospects over the phone. 

TCN Key Features

  • TCN's analytics track agent performance and identify sales opportunities. (Syncing TCN with FiveCRM provides even more advanced analytics, helping you discover patterns and trends in all the data that flows in and out of your call center.) 
  • Set preferences for predictive dialing based on business needs.
  • Agents can manually approve calls before talking to prospects.

TCN Pricing

TCN doesn't publish pricing on its website; you will need to contact its developers for a personalized quote. The company currently offers a product demo. 

Conclusion

TCN is advanced call management software with an in-built compliance suite and SMS marketing, helping agents communicate with prospects via text before talking to them on the phone. FiveCRM and TCN integration can improve call management further by automating customer relationship management.

Learn more about TCN.

5. Vonage

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Vonage is a call center workforce management software tool and telephony system with call center management features such as call forwarding and call routing. You can control call management tasks from a single dashboard instead of clicking on multiple screens. One of the best Vonage features is call flipping, allowing you to transfer outbound calls from a mobile device to a desk phone without the caller knowing.  

Vonage Key Features

  • Vonage integrates with several software tools, providing even more functionality. 
  • You can access real-time analytics about call management and share these insights with agents for improved sales and lead generation opportunities. 
  • You can hold, forward, route, or continue calls depending on the nature of your inbound and outbound communications. 

Vonage Pricing

Vonage pricing starts from $19.99 per user per month. You can sign up for a 14-day free trial and sample its features. 

Conclusion

Vonage is a call management software tool with an innovative call flipping feature and high-performance analytical capabilities, helping you improve data analysis. The system doesn't have a steep learning curve, making it a good choice for smaller teams. 

Learn more about Vonage

Conclusion

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Call management software tools help you handle calls in your contact center. Consider features, pricing, and free trial and product demo options when deciding between platforms. Your chosen tool should improve the way you manage incoming and outgoing communications. 

FiveCRM syncs with multiple on-call systems, helping you combine your customer relationship and call management tasks. Get FiveCRM now

FAQ Section

What is on-call management software?

On-call management or call management software helps call centers handle incoming and outgoing calls. It comes with capabilities such as call routing, predictive dialing, preview dialing, and analytics. 

FiveCRM integrates with on-call management software, allowing call center managers to improve customer relationships and call management simultaneously. Learn more about FiveCRM's CRM software. 

What are the features to consider when choosing call management software?

1. Pricing per user

Different call management solutions have different pricing structures. Many developers charge companies for each agent that uses their software every month. 

2. Supported CRM integrations

The best call management tools integrate with CRM systems, helping you centralize customer relationships and call management. Choose a platform that syncs with your CRM of choice. 

3. Dialing mode

Call management software can offer dialing options such as auto-dialing, predictive dialing, and preview dialing. Select a platform with dialing option(s) that best suit your business. 

4. Analytics tracking and reporting

Consider a call management software tool with advanced analytics, enabling you to track call management in your call center. 

5. Telephony integration

Typically, call management software integrates with a telephony system, helping you make calls. Most call management software providers also make telephony devices. 

6. Ease of use

Choose a platform that's easy to use and enables agents to handle calls without extensive training. 

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