Best CRM Call Center Software in 2023

Customer relationship management (CRM) call center software offers tools for contact and lead management. It typically has strong telephonic features that allow you to manage and track calls, as well as generate call-centric analytics reports. The best CRM call center tools offer these features at an affordable price. We compared dozens of call center CRM systems and narrowed them to our top eight recommendations.

Freshsales: Best Overall & Easy-to-use Call Center CRM

Pros:
Powerful calling features, queue transfer, call masking, recording, and buying of toll-free and international numbers in its cheapest plan.
Analytics feature measures sales of individual performance based on outbound calls made, pipeline process, and customer interactions.

Cons:
Can get expensive if you want sophisticated features like warm transfer, conference calling, and holiday routing
Free usage of the Growth Plan is limited to three users

Freshsales is our top pick CRM call center software because its powerful in-app cloud phone lets you easily communicate with your contacts through its desktop or mobile app. It also has essential CRM functionalities like account and contact management to help you manage customer communications. If you want feature-packed and sophisticated call center CRM software with all the necessary features to record and manage calls, then Freshsales is the best choice for you.

Bitrix24: Best for Project Management

Pros:
Phone features work anywhere in the world
Relatively inexpensive when evaluated per user
Call center software includes collaboration options that integrate well with the project management tools

Cons:

Does not offer any customer phone support
User interface can be difficult to navigate
No in-app calling features in the free plan

Bitrix24 is a feature-rich CRM with robust call center features ideal for users running an ecommerce store. The free version is enough if you have an existing voice-over-internet-protocol (VoIP) you want to connect to the CRM with solid project management tools. However, if you wish to have in-app calling features in your CRM account, you must subscribe to its paid plans.

Zoho CRM: Best for PBX Integration & Analytics

Pros:
Integration with Private Branch eXchange (PBX) systems provides precise analytics on sales calls-to-deals made, allowing call strategies to be adjusted for better performance.
Call reporting analytics are displayed in an easy-to-understand format.
Call center software included in Zoho Desk, and customer service software within the Zoho ecosystem.

Cons:
Free plan has few features and is limited to three users.
Limited customer support; premium support requires separate purchase.
Most of the CRM customization is only available in the highest-priced plan.

Zoho CRM offers essential features like lead and contact management, reporting, email marketing, and conversational artificial intelligence (AI) capabilities. If you want to have a CRM that you can integrate with your existing PBX system to generate data insights and analytics, then consider the paid plans of Zoho CRM. The free version is sufficient if you only need a CRM to record call notes with your contacts.

EngageBay: Best Call Center CRM Software for Call Prioritization

Pros
Has lead prioritization features so agents can focus on leads more likely to convert
Free help desk tools
All-in-one CRM that offers tools for marketing, sales, and service teams

Cons
User interface needs to be improved
Calling function not available in the free plan

EngageBay’s call center feature is only available on its paid plans that start at $13.79, which give 15 call credits to users. Compared to other providers like Freshsales, which provides access to its in-app caller even on its free plan, this may not be ideal. However, if you need a free CRM with an allocation for a high number of users (up to 15), EngageBay is an excellent option for a call CRM as it provides fundamental features for sales, marketing, and service.