Incorporating a CRM solution into your call centre seems like a logical idea but there are many considerations that you might want to factor in when choosing CRM software for your business if you have a call centre. Call centres will have a variety of touchpoints with the customers and may require a ticketing system to help them manage and prioritise the support they provide to customers, and this may not be offered in all CRMs.
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Featured CRMs
So when you are exploring CRM software for your call centre you may want to consider the following factors:
- Does it incorporate telephony or voice solutions in a single system as this can reduce the cost by combining them, if they can provide the required telephony/voice features that you require?
- What communications channels does it support and can it integrate with your website to collect data?
- Does it track email communications?
- What automations and self-help tools does it provide to support customers and reduce the need for resources?
- What integrations does it support?
- Will the CRM support the whole of your business or just the call centre? Eg sales and marketing functions, and can you add these if needed?
- What data analytics and reporting does it provide?
- Can you try the software for free? And do they offer a free plan?
Companies are ranked in no particular order.
1. Salesforce
- Offers CRM software suitable for call centres
- Cloud-based technology suitable for virtual call centres
- Measure effectiveness such as average handle time, average interactions and case reopens
- Easy to use software
- Provides a unified agent experience in a single system
- Creates communities for customers
- Store information in a knowledge base
- Omnichannel customer service in one system and provide seamless omnichannel journeys
- Boosts collaboration
- Offers a 30-day free trial
Website Salesforce CRM software
2. HubSpot CRM
- Offers customer service software called Service Hub
- Provides a secure customer portal between customers and reps
- Knowledge base to support customers and reduce support request
- Omnichannel messaging is managed through the inbox and seamlessly switches between channels
- Track inbound calls
- Automatically route website live chat customers to the right service team
- Incorporates VoIP calling
- Choice of plan levels with contact and ticketing included in the Free plan
- 24/7 customer support
- Offers a free demo of their paid products or use their Free plan to try out the software
Website HubSpot CRM software
3. Insightly CRM
- Offers a CRM plan designed for those providing service and support roles
- Share customer data with all teams
- Close tickets faster with increased information, reminders and automation
- View current and historical customer information
- Gain insights into your data
- Manage team outputs, schedules and resources
- Customised dashboards and reports
- Track performance against KPIs
- Integrate with other Insightly modules and third-party apps
- Offers a demo of their software
Website Insightly CRM software
4. Zendesk
- Offers a service solution that caters for call centres
- Complete customer service solution that can scale with your business
- Supports messaging, live chat, social, email and voice
- Create an integrated help centre and community forum to help resolve issues
- Personalise experiences and messaging
- Automate processes and use AI-powered bots
- Track, prioritise and respond to customers and escalate issues
- Offers over 1,000 prebuilt integrations and collaboration tools
- Provides analytics and reporting
- Offers a free trial and demo of their software
Website Zendesk CRM software
5. SugarCRM
- Offers customer support software
- Streamline customer service processes
- Provides branded portal experience for customers for self-service and access to a knowledge base
- Omnichannel support
- Route cases and prioritise customers automatically
- Arm your teams with information and tools on a single screen
- Includes SugarPredict-powered sentiment analysis to understand customers and agents better
- Track cases and review dashboards
- Gain powerful insight and detect issues
- Offers a demo of their software
Website SugarCRM software
6. Agile CRM
- Offers specialist call centre CRM software
- Single software solution to support customer support teams
- Automates routing, ticket labelling and processing of incoming calls
- Provides advanced call centre capabilities
- Telephony integration to aid inbound and outbound calls
- Help desk support ticketing to track issues
- Tag customers will system or custom tags
- Call recording, call notes and call scripts
- Run call reports
- Offers a free account for up to 10 users
Website Agile CRM software
7. Really Simple Systems
- Offers customer service software
- Provides case management
- Assign Service Level Agreements (SLAs) to assist with managing priorities
- Email integration
- Automate processes
- Gain insights through case reports
- Track customers and relationships
- Integrates with the Sales CRM
- Create report cases from web forms and incoming email automatically and prioritises responses
- Offers a free trial and live demo of the software
Website Really Simple Systems CRM software
8. Bitrix24
- Includes call centre functionality in all their plans
- Offers a free plan
- Built-in telephony and contact forms
- Channels include email, live chat, phone, messaging and social
- Collaboration tools
- Contact management
- Automation of processes
- Integrates with over 600 apps
- Run reports
- Register to trial their free plan
Website Bitrix24 CRM software
9. Daktela
- Offers call centre software designed for small businesses
- Easy to use cloud-based software
- Supports phone, email, webchat, SMS, Viber and WhatsApp
- Includes voice and SMS services and AI chatbots
- Call features such as call recording, call queues, missed call management, call routing
- Manage campaigns
- Mobile app on iOS and Android
- Run stats and reports
- 24/7 technical support
- Offers a demo of their software
Website Daktela CRM software
10. Greenlight CRM
- Offers a complete contact centre solution
- Customisable solution
- Combines unified telephony, agent scripting and CRM
- Support ticketing
- Call features include call recording, voicemail, call queues, announcements
- Automate processes
- Reporting facilities
- Integrates with third-party systems
- Provides 24/7 UK-based support
- Offers a demo of their software
Website Greenlight CRM software