Call Management: A Complete Guide

Introduction

It’s 2025, and almost everything a customer needs is just one phone call away. Whether you’re running a small startup or managing a large corporation, staying connected with customers is essential. People call for all sorts of reasons—asking about products, seeking support, or just needing quick assistance. Without the right tools, handling a high volume of calls can become overwhelming. 

This is where call management software comes in. It’s designed to straighten out the call process, ensuring that every customer interaction is handled smoothly, professionally, and efficiently. According to Sales Group, organizations that use call management software have seen a 25% increase in customer satisfaction, making customers feel listened to and valued. With call management software, businesses can direct calls to the right person, reduce wait times, track call metrics, and integrate with other systems, all while improving overall customer satisfaction.

Ready to discover how this software can revolutionize your operations? Let’s dive in and understand everything about what is a call management software and everything you need to know about it!

What is Call Management Software?

Call management software is a tool that helps businesses handle phone calls efficiently. It ensures that calls go to the right person, reduces wait times, and improves customer experience. You can set up call forwarding, block spam, record important conversations, and even play custom greetings with the help of a robust call management system. It also helps teams stay organized by tracking call history and managing voicemails. Whether you’re a small business or a large company, this software makes communication smooth, professional, and hassle-free.

Benefits of Call Management Software

Here are some of the major benefits of call management software:

Efficient Call Routing

Call management software ensures that incoming calls are quickly and accurately routed to the right person or department. This reduces wait times, eliminates unnecessary call transfers, and helps customers reach the right representative immediately, leading to higher customer satisfaction and smoother business operations.

Improved Customer Experience

Features like call queuing, voicemail-to-text, and automated callbacks make sure customers aren’t left waiting or ignored. These call management software tools help businesses handle calls efficiently, ensuring customers feel valued. When customers are treated well and get quick responses, they’re more likely to stay loyal to the company.

Enhanced Team Productivity

It is important for the teams to focus on themselves instead of juggling between the calls and missed calls or even maintaining the manual logs. Team productivity can be enhanced with call management software features like call logs, real-time analytics, and other collaboration tools to streamline workflows which will save a lot of time and effort.

Cost Efficiency

By automating repetitive tasks like call routing and scheduling, businesses can reduce staffing costs and operational inefficiencies. Cloud-based call management systems also eliminate the need for expensive on-premise setups, further reducing costs.

Data-Driven Decision Making

Call analytics provides valuable insights into call volume, peak hours, and average handling times for customer concerns. Businesses can use call management software to improve the quality of customer experience, including staffing and proactively working on recurring issues.

Seamless Integration with Other Tools

Different call management software tools can integrate with your CRM, ticketing systems, helpdesk, email, and more, allowing businesses to manage everything in one place. This means no need to switch between tabs and you’re always ready when a call comes in. It also helps make customer interactions more personal and effective.

Scalability for Growing Businesses

As your business evolves, you need a call management system that can adapt and expand alongside it. Basic software may work for a while, but as your call volume increases and your operations become more complex, you’ll outgrow it. Investing in scalable call center software ensures that you don’t have to keep switching platforms, saving time, money, and effort in the long run. It’s a smart choice that supports your growth without unnecessary disruptions.

Increased Accessibility

Call management software enables businesses to handle calls worldwide through mobile apps or VoIP solutions. This is especially valuable for remote teams or businesses with multiple locations, as it makes connecting with teams or clients globally simple and efficient. It’s a great way to stay connected, no matter where you are.

How Does A Call Management Software Work?

As we know, call center queue management software simplifies and optimizes the handling of inbound, outbound, and overall business calls. Here’s a breakdown of how it works and a few practical applications. Implementing a strong call center management system is crucial for effectively managing high call volumes.

The Workflow Of A Call Management System

Call Routing

It automatically directs incoming calls to the right individual based on pre-set rules such as caller ID, location, time of day, or the caller’s query.

Interactive Voice Response (IVR)

IVR allows callers to easily navigate high call volumes and access self-service options or pre-set messages while waiting in the queue. It simplifies communication by providing a message management system across all channels.”

Call Queuing

When there is a high call volume, placing customers in a call queue and informing them about wait times helps prevent frustration. This way, callers understand the process and are less likely to become frustrated with long wait times.

Post-Call Actions

It helps generate reports, gather call log details, and provide feedback for actionable insights. These actions help in managing the business in the right way by providing a good customer experience.

Integration with CRM and Other Business Tools

Integrating with CRM and other business tools makes it easier to manage customer data and streamline your business operations. Here’s why: 

CRM Integration

CRM integration helps sync customer information, so when agents answer a call, they already know the caller’s name, history, and preferences. This makes interactions more personal and helps agents work more efficiently.

Help Desk Software

Call management software can create support tickets directly from calls, making sure issues are resolved on time. This helps keep the customer service experience smooth, allowing quick resolution of queries. The helpdesk includes useful features like a ticketing system, knowledge base, live chat, AI chatbot, and many other integrations to support your team.

Collaboration Tools

Call management software can integrate with platforms like Slack or Microsoft Teams, allowing your team to communicate in real-time. It doesn’t just stop there—it can connect with many other platforms you use daily for business, making your workflow even smoother and more efficient.

Analytics and Reporting Tools

Call management software provides valuable data on call duration, volume, and agent performance. This data helps identify trends and areas for improvement by showing metrics like how long calls last, how many calls come in, and how well agents are performing. With this information, businesses can optimize workflows, make better decisions, and spot inefficiencies. Using reports and dashboards, leaders can track progress and adjust strategies, ensuring constant improvement and efficiency.

Types of Call Center Management Tools To Choose

There are multiple types of call management software available in the market and you might get confused about choosing the right one for you or even classify the ones in the different sectors. 

Let’s understand each one of them and simplify your communication with a message management system for all channels.

On-Premise vs. Cloud-Based Call Management Systems

• On-Premise Systems: These are installed and maintained on your company’s hardware. They offer greater control and are suitable for businesses with strict data security needs but require significant upfront costs and ongoing maintenance.
• Cloud-Based Systems: Hosted on external servers, these solutions are accessible from anywhere and are highly scalable. They are cost-effective, easy to set up, and ideal for businesses seeking flexibility and remote accessibility.

Industry-Specific Call Management Tools

• Healthcare: Features include appointment scheduling, patient record integration, and HIPAA compliance.
• E-commerce: Offers tools for handling high call volumes, order tracking, and customer support integration.
• Hospitality: Focused on reservation management, multilingual support, and seamless communication with guests.
• Financial Services: Prioritizes secure communication, compliance monitoring, and fraud detection tools.

Free vs. Paid Solutions: What to Choose?

• Free Solutions: Great for startups or small businesses with basic needs. However, they often come with limited features, support, and scalability.
• Paid Solutions: Offer robust features, integrations, and dedicated customer support. They are ideal for businesses looking for advanced capabilities and a tailored experience.

Choosing the Right Call Management Software for Your Business

When picking the right call management software, you’ll likely find many options, making the choice seem tricky and overwhelming. But don’t worry! Here are a few tips to help you make the right decision:

Assessing Business Needs and Scalability

Know What is Expected of You

First of all, you must determine the specific needs of your business. What’s more important, do you have a high inbound call volume? Do you wish to get such features as call tracking and customer relationship management integration?

Plan for Growth

When picking call management software, go for a cloud-based system. These systems let you easily add more users and features as your business grows, without causing any headaches. Internet-based systems make it simple to expand and adjust the software to meet your needs, keeping everything running smoothly.

Considered Options

For example, if you work in healthcare or hospitality, it’s a good idea to choose a business call app with features tailored to your industry. In healthcare, you might need appointment scheduling or reminders, while in hospitality, multi-language support might be important to serve a wider range of customers. Make sure the software meets the unique needs of your sector.

Evaluating User-Friendliness and Support

When choosing call management software, make sure it’s simple for your team to use and understand. Also, check if the support team is responsive and available to help with any issues you might face. A user-friendly system with good support ensures smoother operations and less frustration for everyone. 

Here are some value points for you to consider while opting out of the perfect call management software:

Ease of Use

Complicated software can slow things down and make work harder. Choose software with a simple, easy-to-understand dashboard so your team can start using it right away with little effort. This will help everyone work faster and more efficiently.

Training and Onboarding

Having detailed onboarding programs and tutorials is crucial when adopting new software. Choose a provider that offers these resources to help your team get the most out of the system.

Reliable Customer Support

Call management issues can disrupt daily operations, so it’s important to choose a provider that offers support through live chat, email, and phone. Ideally, look for a provider with 24/7 availability, so your team can get help anytime, ensuring smooth operations without any downtime.

Security and Compliance Considerations

When choosing call management software, make sure it keeps customer data safe and meets all necessary security and compliance standards. Look for features like:

Data Protection

To keep customer data safe, make sure the software controls who can see and use the data, stores it securely and follows the best coding practices to prevent unauthorized access. This way, you can ensure that sensitive information stays protected at all times.

Compliance Standards

Based on the industry you are in or your software, certain standards should be adhered to. For instance, solutions for healthcare institutions should be HIPAA-compliant while PCI DSS standards are the benchmarks for users in the financial services industry. 

Audit Trails

When choosing call management software, make sure it provides a detailed log of all call activity, including timestamps and dates. This helps you stay compliant with regulations and makes it easier to track and review any call-related information when needed.

Features To Look For In A Call Management Software

One should look for these features when it comes to call management software: 

Voicemail to Email/Text

Never miss a message! This feature converts voicemails into emails or text messages, so you can quickly read and respond without dialling in, keeping you connected even when you’re unavailable.

Youtube video: How to Set Up Voicemail On Emitrr: 3 Ways

Call Recording & Transcription

Record and transcribe calls for training, compliance, or reference. This makes it easy to review important conversations and ensure quality customer interactions.

Interactive Voice Response (IVR)

IVR lets callers navigate menus using voice commands or keypresses, directing them to the right department without needing a human operator, saving time for both customers and staff.

Call Analytics & Reporting

Gain insights into call volume, response times, and customer interactions. This helps businesses make data-driven decisions to improve customer service and team performance.

CRM & Helpdesk Integration

Seamlessly connect your call system with CRM and helpdesk tools like Salesforce or HubSpot. This ensures agents have customer details readily available, making interactions smoother and more personalized.

Call Forwarding & Transfers

Redirect or forward calls to the right person or department, even if they’re working remotely. This ensures no important call goes unanswered, improving customer satisfaction.

Missed Call Alerts

Get instant notifications for missed calls so you can follow up quickly. This prevents lost business opportunities and keeps communication flowing.

Call Blocking & Spam Protection

Block robocalls and spam numbers to keep your phone lines clear for real customers. This reduces distractions and improves productivity.

Conference Calling

Easily set up multi-person calls to discuss projects, hold virtual meetings, or provide support without needing third-party apps.

Multi-Channel Support (SMS, Chat, Email)

Handle customer interactions through calls, text messages, emails, and chat from one platform. This provides a unified communication experience.

Auto-Attendant

Auto-attendant helps in greeting callers with a professional automated voice and directs them to the right department, reducing the need for a receptionist.

Call Queuing & Routing

Organize incoming calls into queues and route them based on priority, agent availability, or customer need, ensuring efficient call handling.

Call Transfer

Easily transfer calls to another agent or department without dropping the call, improving customer service and reducing wait times.

Real-Time Call Monitoring

Supervisors can listen in on live calls, provide real-time feedback, or step in when necessary to ensure quality service.

Customizable Greetings & Hold Music

Set up personalized greetings and music to keep callers engaged while they wait, giving your business a more professional touch.

AI-Powered Voice Assistants

Automate call handling with AI-driven assistants that can answer FAQs, schedule appointments, and route calls intelligently.

Call Scheduling & Reminders

Schedule calls in advance and send reminders to reduce no-shows and missed appointments, ensuring better time management.

Cloud-Based Accessibility

Access your call system from anywhere without needing heavy hardware, making remote work and business expansion easier.

Scalability for Growing Businesses

Choose software that can grow with your business, offering flexible pricing and advanced features to accommodate and answer your expanding needs.

Top 10 Call Management Software

1. Emitrr
2. Grasshopper
3. Nextiva
4. Aircall
5. 8×8
6. Freshdesk Contact Center
7. CallHippo
8. Zendesk Talk
9. Vonage
10. Dialpad

1. Emitrr

Emitrr is a powerful call management software designed to streamline business communications, improve customer interactions, and enhance operational efficiency. Whether for healthcare, home services, or other industries, Emitrr automates call handling, ensuring businesses never miss a call. With features like call routing, voicemail drops, and AI-powered responses, it enables seamless communication and improved customer experience.

Key Features of Emitrr

• Call Routing & Forwarding: Directs calls to the right team members based on availability, department, or priority, reducing wait times and improving customer satisfaction.
• Voicemail & Call Transcriptions: Converts voicemails into text and delivers them to email or SMS, making it easy to review messages without listening to audio recordings.
• Multi-Channel Integration: Works seamlessly with SMS, email, and VoIP systems, ensuring businesses can manage customer interactions across multiple channels.
• Call Analytics & Reporting: Provides detailed insights into call volume, missed calls, response times, and customer interactions to improve service efficiency.
• Spam & Robocall Filtering: Detects and blocks spam calls automatically, ensuring only genuine customer calls reach the business.
• Call Recording & Playback: Records conversations for training, compliance, and quality assurance, helping businesses maintain high service standards.
• CRM & EHR Integration: Connects with customer relationship management (CRM) and electronic health record (EHR) systems for streamlined communication and record-keeping.
• Two-Way Texting for Missed Calls: Automatically follows up on missed calls with a text message, ensuring customer queries are addressed even when calls go unanswered.
• Call disposition: Create call dispositions on Emitrr seamlessly.

Watch this quick video to see how:

Emitrr has amazing texting capabilities too, such as: 

• 2-Way Text Messaging: Engage customers with Two-way conversations by allowing replies to your messages.
• AI (Upcoming): Emitrr is adding AI features soon to make customer interactions even smarter.
• Mass/Bulk Texting: Helps in reaching large groups with a single click.
• Group Texting: Facilitate group conversations within the same thread.
• Recurring Texts: Schedule SMS for updates, promotions, or reminders.
• MMS Messaging: Send multimedia files like images and videos.
• Drip Campaigns: Automate personalized message series for your contacts.
• Third-Party Integrations: Seamlessly connect with third-party external tools to streamline workflows.
• Contact Management: Organize, tag, and categorize your contact list efficiently.
• Unified Inbox: Manage conversations from multiple platforms in one single conversation box.
• Personalized Messaging: Send tailored messages for better engagement.
• Automation: Automate replies and scheduled messages.
• Segmentation: Separate customer conversations based on tags or categories.
• Reports and Analytics: Track key metrics like response and resolution times.
• Chat-Based Surveys: Use SMS for customer feedback and reviews.
• Custom Fields and Templates: Create or modify templates to suit your needs.
• Auto-Replies: Respond to FAQs instantly.
• Landline Texting: Enable SMS on your landline number.
• Export Chats: Safely transfer data between platforms.
• Opt-Out Management: Allow customers to opt out of messages easily.
• Link Shorteners: Share links in a concise, professional format.
• Web Chat to SMS: Continue web-based conversations over text.
• Conversation Tagging: Organize threads with tags for quick identification.
• Bilingual Messaging: Communicate in multiple languages.
• VoIP Features: Enjoy advanced VoIP for phone system/ calling options like IVR, call recordings, and analytics.

Emitrr Pros

• Outstanding Customer Support: Consistently receives 5/5 ratings on platforms like Capterra for its responsive and helpful support team.
• Comphrehenisve set of Features: Includes secure messaging, advanced campaign management tools, and a wide range of communication solutions.
• Affordable & Transparent Pricing: Offers pay-as-you-go plans with no hidden fees, making it a cost-effective choice.

Emitrr Cons

• Continuous Improvements: Emitrr regularly rolls out new features, with no major drawbacks reported so far.

Emitrr Integrations

Emitrr offers 500+ integrations across different industries such as dental, recruiting, real estate, etc. with tools like:

• MailChimp
• Denticon
• AthenaHealth
• Zapier
• Salesforce
• HubSpot
• Facebook
• HouseCall Pro
• And more!

Emitrr Reviews & Ratings

Emitrr has a solid 5/5 star rating on Capterra and here’s what customers are saying about it: 

“You have it all integrated into one platform, the signatures, the amount of characters, you can attach files, send photos. You are able to create and send forms. Unlimited amount of things we can use and take advantage of.”

“I LOVE Emitrr. The support you get is wonderful, the app is easy to use and they have been incredibly responsive. As a small business, we needed a messaging platform that wouldn’t break the bank and this meets all our needs (and then some) without making us feel overwhelmed.”

Source: Capterra

Emitrr Support Channels

• Live chat: Chat with Emitrr’s live representatives
• Phone: Call Emitrr at +1 (210) 941-4696
• Email: Send email to Emitrr’s support team at support@emitrr.com
• Knowledge base
• FAQs/forum
• SMS 

2. Grasshopper

Grasshopper is a virtual phone system designed for small businesses and entrepreneurs who need a professional phone presence without the complexity of traditional systems. It allows users to manage business calls and texts from their mobile or desktop while keeping personal and work communications separate.

Key Features of Grasshopper

• Virtual Business Number: Get a dedicated business number while using your existing phone—no need for extra devices.
• Call Forwarding & Routing: Easily route incoming calls to different team members or departments, ensuring no call goes unanswered.
• Voicemail Transcription: Converts voicemails into text and sends them via email or SMS for quick access.
• Custom Greetings: Record professional greetings to give your business a polished, professional image.
• Business Texting: Send and receive texts from your business number, keeping personal and work messages separate.

Grasshopper Pros

• Affordable Pricing: With plans starting at just $14 per month, Grasshopper offers a budget-friendly VoIP solution packed with essential features for small businesses.
• Consistently Clear Call Quality: Users appreciate its reliable and uninterrupted call performance, ensuring smooth business communication.

Grasshopper Cons

• Limited Customer Support: Users may experience delays or ineffective responses when seeking assistance.
• Inconsistent Text Messaging: The SMS feature can be unreliable, with occasional issues in sending and receiving messages.
• Missed Calls Due to Navigation Issues: The system’s design can sometimes make it difficult to handle calls efficiently, leading to potential customer dissatisfaction.
• Challenging User Interface: Some users find the platform complex to navigate, making it harder to access and utilize all features.
• Lack of Advanced Analytics: Grasshopper does not provide in-depth call analytics, limiting users’ ability to track performance and gain insights.
• Frequent System Logouts: Users report being automatically logged out often, disrupting workflows and causing frustration.
• No Caller Name Display: Incoming calls may not show caller names, making it harder to identify and prioritize calls.
• Potential Data Loss During Number Porting: When transferring numbers to another provider, users risk losing access to call logs, voicemails, and text messages, which can affect operations.

Grasshopper Pricing

Grasshopper offers three pricing plans for its virtual phone system:

• Solo – $29 per month for one number and three extensions.
• Partner – $49 per month for three numbers and six extensions.
• Small Business – $89 per month for five numbers and unlimited extensions.

Grasshopper Integrations

Grasshopper integrates with a bunch of software, including:

• Skype
• Google Voice
• Zapier
• And more!

Grasshopper Reviews

“Beyond the calling, texting, and call log there are almost no features. No analytics, unique features, and overall a boring application.”

“Easy setup and most importantly the customer support is awesome. 7 help and always very helpful.”

Source: Capterra

Grasshopper Support Channels

• FAQs/Forum
• 24/7 (Live rep)
• Knowledge Base
• Email/Help Desk
• Phone Support
• Chat

3. Nextiva

Nextiva is a powerful cloud-based call management software designed for businesses of all sizes. It simplifies communication by offering VoIP calling, call routing, voicemail management, and advanced analytics—all in one platform. Whether handling customer support, sales, or internal team calls, Nextiva ensures crystal-clear voice quality, seamless call handling, and enhanced team collaboration.

Key Features of Nextiva

• VoIP Calling: Make and receive business calls from any device using Nextiva’s reliable VoIP technology.
• Call Routing & Auto-Attendant: Automatically direct calls to the right department or team member, reducing wait times and improving customer experience.
• Voicemail-to-Email & Text: Receive voicemail transcriptions via email or text for quick access without listening to recordings.
• Call Forwarding & Transfers: Easily transfer or forward calls to mobile devices, ensuring you never miss an important conversation.
• Conference Calling & Team Collaboration: Host multi-person conference calls and integrate with video meetings for smooth team communication.

Nextiva Pros

• Cost-Effective Plans: With pricing starting at $30, Nextiva offers a budget-friendly alternative to traditional phone systems.
• Crystal-Clear Call Quality: Users consistently report HD-quality calls, ensuring reliable and professional communication.
• Flexible Remote Calling: The Nextiva app enables users to make and receive calls from anywhere, making it ideal for remote teams and on-the-go professionals.

Nextiva Cons

• Difficult-to-Navigate Interface: Some users find the platform challenging to use, making it harder to locate and manage key features.
• Cumbersome Dashboard Management: Handling multiple dashboard logins can be confusing, leading to inefficiencies in workflow management.
• Slow & Unresponsive Support: Customers have reported delays and lack of helpful assistance from Nextiva’s support team.
• Complex Platform Design: The layout can feel overwhelming, especially for those new to the system.
• Lengthy Setup Process: Configuring Nextiva for optimal performance requires time and effort, making onboarding more challenging.

Nextiva Pricing

Nextiva offers a few different VoIP and business communication plans, with pricing based on features and the number of users. Here’s an overview of Nextiva’s main plans:

• Essential – Starting at $23.95 per user/month (billed annually, for 20-99 users)
• Professional – Starting at $27.95 per user/month (billed annually, for 20-99 users)
• Enterprise – Starting at $37.95 per user/month (billed annually, for 20-99 users)
• Ultimate – Starting at $67.95 per user/month (for comprehensive needs, with custom features)

Nextiva Integrations

Nextiva integration options include: 

• HubSpot
• Salesforce
• Zoho
• Workbooks
• Act!
• Goldmine

Nextiva Reviews

“Service is spotty, Calls get dropped, Phones disconnect from service, Voice Packets get lost. Forever ongoing contract auto-renewals without notifications to the client.”

“The phone system was with a lot of technical problems. Auto attendant not working, CRM not working, SMS not working.”

Source: Capterra

Nextiva Support Channels

• Phone Support
• Email/Help Desk
• FAQs/Forum

4. Aircall

Aircall is a cloud-based call management software designed for businesses that need a flexible and scalable communication system. It enables teams to make and receive calls from anywhere using desktop and mobile apps while integrating seamlessly with CRM and helpdesk tools. With features like call routing, analytics, and real-time monitoring, Aircall enhances team collaboration and improves customer interactions.

Key Features of Aircall

• Cloud-Based VoIP Calling: Make and receive business calls from any device without the need for traditional phone lines.
• Call Routing & IVR (Interactive Voice Response): Direct calls to the right department or agent automatically, reducing wait times and improving efficiency.
• Voicemail & Call Recording: Record calls for quality assurance, training, and compliance while accessing voicemails anytime.
• Real-Time Call Monitoring & Coaching: Supervisors can listen in, whisper, or join calls to assist team members in real-time.
• Call Analytics & Reporting: Track call performance with detailed insights into call volume, response time, and agent efficiency.

Aircall Pros

• Easy-to-Use Interface: Aircall’s intuitive interface makes it simple for users to manage calls and communications efficiently.
• Responsive Customer Support: Users commend Aircall’s quick and professional support team, known for resolving issues effectively.

Aircall Cons

• Limited Integration Options: Aircall offers fewer integrations compared to other platforms, potentially limiting compatibility with other tools and reducing workflow automation.
• Higher Cost: Aircall’s pricing may be higher than some competitors, making it less suitable for smaller businesses or those with budget constraints.
• Long-Term Contracts: Aircall often requires users to commit to long-term contracts, which may not be ideal for businesses seeking flexibility.
• Billing Transparency Issues: Some users have expressed concerns about the transparency of Aircall’s billing practices.
• Occasional Connection Instability: Users have reported occasional issues with connection stability, leading to dropped calls or poor call quality, affecting business operations.

Aircall Pricing

Aircall offers several pricing plans tailored for businesses of different sizes and needs. Here’s an overview of Aircall’s main pricing options:

1. Essential – Starting at $29 per user/month (billed annually)
2. Professional – Starting at $49 per user/month (billed annually)
3. Custom (Enterprise) – Custom pricing, based on specific business needs

Aircall Integrations

Aircall integrations includes:

• Slack
• HubSpot
• Shopify
• Salesforce
• Zapier
• Front
• and more!

Aircall Reviews

“Call quality is really bad, all of my colleagues complain about calls dropping or customers not being able to hear them.”

“The interface is pretty simple, it’s very easy to use and organize calls.”

Source: Capterra

Aircall Support Channels

• FAQs/Forum
• 24/7 (Live rep)
• Knowledge Base
• Chat
• Email/Help Desk
• Phone Support

5. 8×8

8×8 is a comprehensive cloud-based call management software that combines VoIP, video conferencing, team messaging, and call center solutions into one unified platform. Designed for businesses of all sizes, it enhances communication by providing seamless voice, video, and chat services across multiple devices. With robust analytics and integrations, 8×8 ensures efficient customer service, collaboration, and team productivity.

Key Features of 8×8

• VoIP Calling: Provides high-quality voice calling over the internet, eliminating the need for traditional phone lines.
• Video & Voice Conferencing: Host secure video meetings and voice calls with team members or customers, all integrated into one platform.
• Call Routing & IVR: Automatically route calls to the appropriate team or department with customizable interactive voice response (IVR) options.
• Call Queuing & Handling: Efficiently manage high call volumes by placing callers in a queue and assigning them to available agents for quicker response times.
• Advanced Analytics & Reporting: Track and analyze call data to monitor performance, agent productivity, and customer satisfaction with detailed reports.

8×8 Pros

• Feature-Rich Platform: Includes advanced tools like call forwarding, call recording, and video conferencing, offering comprehensive communication solutions.
• Scalability: Ideal for businesses of all sizes, with flexible plans that accommodate growth.
• Global Reach: Facilitates international communication with features like global call forwarding and virtual numbers.
• Multi-Device Support: Seamlessly integrates with desktop, mobile, and desk phones, ensuring communication flexibility.
• Reliable Call Quality: Delivers crystal-clear calls with minimal interruptions, ensuring smooth communication.

8×8 Cons

• Complex Setup: Onboarding can be challenging for some users.
• Inconsistent Support: Customer support response times can be unpredictable, leading to occasional delays in resolving issues.
• Higher Cost for Small Teams: Advanced features may be costly for smaller businesses with limited budgets.
• Occasional Call Drops: Some users experience occasional call quality issues, leading to dropped calls.
• Limited Integrations: Offers fewer third-party integrations compared to some competitors, which can limit workflow automation options.

8×8 Pricing

• X2 Plan: $28/user/month
• X4 Plan: $57/user/month
• X6 Plan: Custom pricing

8×8 Integrations

• Microsoft Teams
• Salesforce
• Zendesk
• HubSpot
• Google Workspace
• Slack
• Zoho CRM
• Freshdesk
• ServiceNow
• NetSuite

8×8 Reviews

“8×8 has been great for us”

“No-Nonsense VOIP”

Source: Capterra 

8×8 Support Channel

• 24/7 Live Support
• Phone Support
• Email/Help Desk
• Knowledge Base

6. Freshdesk Contact Center

Freshdesk Contact Center is a cloud-based call management software designed to simplify and optimize customer support interactions. Part of the Freshdesk suite, this platform offers businesses an intuitive and scalable solution to handle customer calls effectively. Whether for small teams or large enterprises, the Freshdesk Contact Center provides a centralized hub for managing voice calls, ensuring prompt responses and a seamless customer experience.

Key Features of Freshdesk Contact Center

• Omnichannel Support: Integrate voice calls with other channels like email, chat, and social media, offering a unified communication experience across platforms.
• IVR & Call Routing: Customize your IVR system to route calls efficiently, ensuring customers are connected to the right department or agent without delays.
• Automatic Call Distribution (ACD): Distribute incoming calls to available agents based on factors like skill, availability, or priority, enhancing call handling efficiency.
• Call Recording & Analytics: Record calls for quality assurance, training, and compliance while accessing detailed analytics to evaluate team performance and customer satisfaction.
• Real-Time Reporting: Monitor calls, agent activity, and customer interactions in real-time, gaining insights into key metrics to improve overall service quality.

Freshdesk Contact Center Pros

• Ease of Use: The intuitive interface ensures a smooth experience with a minimal learning curve for users.
• Affordable Pricing: Competitive pricing plans make it an ideal choice for small and mid-sized businesses.
• Seamless Integrations: Works effortlessly with other Freshworks products and widely used third-party tools, enhancing workflow efficiency.

Freshdesk Contact Center Cons

• Limited Advanced Features: It may not cater to the complex telephony needs of larger enterprises.
• Call Quality Dependence: Call quality can fluctuate depending on the stability of the internet connection.
• Basic Reporting: Analytics may not offer the depth needed for businesses requiring detailed performance tracking.
• Customer Support Response: Some users experience delays in support response times, especially during peak demand periods.

Freshdesk Contact Center Pricing

Free plan

• Growth Plan: $15/per agent
• Pro Plan: $49/per agent
• Enterprise Plan: $79/per agent

Freshdesk Contact Center Integration

• Slack 
• MS Teams 
• Shopify 
• Salesforce
• Jira

Freshdesk Contact Center Reviews

“We recently had the opportunity to use Freshdesk for our company’s customer support needs, and unfortunately, my experience was far from satisfactory. The software, which promised ease of use and efficiency, was clunky and not as intuitive as advertised. Navigating through the dashboard was a challenge, with essential features buried under confusing menus.”

“Lack of customer support, every time we need to wait”

Freshdesk Contact Center Customer Support Channels

• Live Chat
• Customer Support Form
• Knowledge Base

7. CallHippo

CallHippo is a cloud-based business phone system designed to help companies manage customer communication efficiently. It offers virtual phone numbers across 50+ countries, enabling businesses to make and receive calls from anywhere. With an intuitive interface and robust feature set, CallHippo is ideal for startups, small businesses, and enterprises looking for a flexible and scalable VoIP solution.

Key Features of CallHippo

• Virtual Phone Numbers: Get local, toll-free, and international numbers to establish a presence in multiple regions.
• Call Forwarding & Routing: Automatically direct incoming calls to the right department or agent based on preset rules.
• Interactive Voice Response (IVR): Set up an automated system to guide callers and ensure efficient call management.
• Call Analytics & Reporting: Access real-time insights on call performance, agent productivity, and customer interactions.
• Call Recording: Record and store calls for quality assurance, compliance, and training purposes.

CallHippo Pros

• Easy Setup & Onboarding: Quick and hassle-free implementation without complex configurations.
• Affordable Pricing: Budget-friendly plans suitable for small and mid-sized businesses.
• Global Coverage: Virtual phone numbers are available in over 50 countries.
• Scalable Solution: Suitable for startups, growing businesses, and large enterprises.
• Robust Call Features: Includes IVR, call routing, analytics, voicemail, and more for efficient communication.

CallHippo Cons

• Internet-Dependent Call Quality: Performance may be affected by unstable network connections.
• Limited Advanced Features: Some enterprise-grade functionalities are missing.
• Inconsistent Customer Support: Response times may vary based on demand.
• Feature Limitations on Mobile App: Some desktop functionalities are not available on the mobile version.
• Additional Costs for Premium Features: Certain advanced tools require extra charges.

CallHippo Pricing

CallHippo offers multiple pricing tiers based on features and business needs:

• Basic Plan: Starts at $0 per user/month (pay-as-you-go model with limited features).
• Silver Plan: Starts at $16 per user/month, including call forwarding, analytics, and integrations.
• Platinum Plan: Starts at $24 per user/month, offering advanced features like call recording and power dialer.
• Enterprise Plan: Custom pricing with AI-powered insights, API access, and dedicated account management.

CallHippo Integrations

• HubSpot
• Salesforce
• Zoho CRM
• Pipedrive
• Freshsales
• Intercom
• Help Scout and more.

CallHippo Reviews

“My experience with their support team and my account rep has been very positive. We take calls from several different countries and I’ve never noticed any problems with call quality or downtime.”

“Their Support team is very good, and they provide support very quickly”

Source: Capterra

CallHipoo Support Channels

• Live Chat
• Email Support
• Phone Support
• Knowledge Base
• Ticket System
• Video Tutorials & Webinars

8. Zendesk Talk

Zendesk Talk is a cloud-based call center solution designed to enhance customer support. Integrated within the Zendesk ecosystem, it enables seamless voice communication, improving agent productivity and customer satisfaction.

Key Features of Zendesk Talk

• Call Routing & IVR – Directs calls to the right agents based on predefined rules.
• Call Recording & Monitoring – Records conversations for quality assurance and training.
• Voicemail & Callback Requests – Allows customers to leave messages or request a callback.
• Real-Time Dashboards & Analytics – Provides insights into call performance and agent efficiency.
• Omnichannel Integration – Works alongside Zendesk’s ticketing, chat, and email support.

Zendesk Talk Pros

• Seamless Zendesk Integration: Works effortlessly with Zendesk Support for a unified customer service experience.
• Scalability: Suitable for small businesses to large enterprises with customizable plans.
• Real-Time Insights: Advanced analytics help track call performance and agent efficiency.
• Automated Ticketing: Calls automatically generate tickets for better issue tracking.
• Flexible Call Routing: Intelligent call routing ensures customers reach the right agents quickly.

Zendesk Talk Cons

• Dependent on Zendesk Support: Best suited for existing Zendesk users, limiting standalone usability.
• Internet-Dependent Call Quality: Performance varies based on network stability.
• Additional Costs for Advanced Features: Some features require higher-tier plans.
• Limited Customization: Fewer customization options compared to dedicated VoIP solutions.
• Customer Support Concerns: Some users report slow responses during peak hours.

Zendesk Talk Pricing

Zendesk Talk offers multiple pricing tiers based on business needs:

• Lite Plan – Free (limited to basic features)
• Team Plan – Starts at $19 per agent per month
• Professional Plan – Starts at $49 per agent per month
• Enterprise Plan – Starts at $89 per agent per month

Zendesk Talk Integartions

• Salesforce
• HubSpot
• Freshdesk
• Slack
• Microsoft Teams
• Shopify
• Magento
• Zapier

Zendesk Talk Reviews

“Overall experience with Zendesk is perfect it’s helped us to save time and many benefits are there , I am happy with it.”

“Overall, having the experience to use this software is a wonderful experience. Hopefully, pricing will go down a little because according to our boss, it’s a bit pricey. But for me who personally use this, the function and service we are looking fora software was provided by this software.”

Zendesk Talk Support Channels

• Live Chat
• Email Support
• Phone Support
• Knowledge Base
• Community Forums
• Video Tutorials & Webinars

9. Vonage

Vonage is a cloud-based call management solution designed for businesses of all sizes. It provides VoIP services with advanced calling features, enabling seamless communication and collaboration. With a focus on flexibility and scalability, Vonage helps businesses streamline voice interactions while integrating with various business tools.

Key Features of Vonage

• VoIP Calling: High-quality internet-based calls with reliable connectivity.
• Call Forwarding & Routing: Ensures calls reach the right person or department.
• Virtual Receptionist (IVR): Automates call handling with interactive voice response.
• Call Recording: Records calls for compliance, training, and quality assurance.
• Mobile & Desktop Apps: Allows calling from multiple devices, ensuring remote access.
• Conference Calling: Supports audio and video conferencing for team collaboration.

Vonage Pros

• Customizable Dashboard: Vonage offers a flexible dashboard with API access for personalized features, though it may feel complex for small business owners.
• Intuitive Interface: Designed with ease of use in mind, Vonage’s simple and user-friendly interface requires minimal training.
• Reliable Customer Support: Users often praise Vonage for its responsive and efficient support team, ensuring quick resolutions to issues.

Vonage Cons

• Frequent Desktop App Crashes: The desktop application may crash unexpectedly, disrupting workflow and causing inconvenience.
• Recurring App Freezes: Users report that the Vonage app frequently freezes, affecting communication and overall productivity.
• Limited Software Integrations: Compared to competitors, Vonage offers fewer integration options, restricting compatibility with certain business tools.
• Unmet Expectations: Some users feel that Vonage does not always deliver on its promises, leading to dissatisfaction and trust concerns.
• Binding Contracts:  Long-term contractual commitments may limit flexibility for businesses looking for short-term solutions.
• Inconsistent Call Quality: Users sometimes experience poor audio clarity, which can lead to communication breakdowns.
• Service Reliability Issues: Occasional service disruptions can impact business operations and customer interactions.
• Call Forwarding Challenges: Some users face difficulties with call forwarding, resulting in missed calls and delayed responses.
• Missed Notifications: Delays or failures in receiving missed calls and message notifications may cause response inefficiencies.
• Performance Instability: Users report issues such as calls dropping, unanswered calls, and system freezes, reducing efficiency.

Vonage Pricing

Vonage offers a range of business communication plans, with pricing typically based on the number of users and specific features included.

• Mobile Plan – Starting at $19.99 per user/month
• Premium Plan – Starting at $29.99 per user/month
• Advanced Plan – Starting at $39.99 per user/month

Vonage Integrations

Vonage offers an API using which you can build the features you need; however, this could be a complicated process.

Vonage Reviews

“Call lag is the main issue and can become quite frustrating for our team and our customers. Also, the in ability to see on screen when a call is being transferred who is transferring it to you.”

“The fact that Vonage is pretty easy to use , specially if you have a team of people and users within a number of 20-30 it can be an amazing.”

Source: Capterra

Vonage Support Channels

• Phone Support
• Email/Help Desk
• FAQs/Forum
• 24/7 (Live rep)

10. Dialpad

Dialpad is a cloud-based call management software that provides businesses with advanced VoIP services and seamless communication solutions. It enables teams to handle voice, video, and messaging interactions from any device, anywhere. With a focus on AI-driven features, Dialpad enhances productivity by streamlining business communications and integrating with other key business tools.

Key Features of Dialpad

• VoIP Calling: Reliable, high-quality voice calls over the internet.
• AI-Powered Transcriptions: Automatically transcribes calls and meetings for easier access and reference.
• Call Analytics: Offers real-time data and analytics to track call performance and improve decision-making.
• Unified Messaging: Combines voice, video, and text messaging in one platform for easier communication.
• Video Conferencing: High-quality video meetings to connect teams remotely.

Dialpad Pros

• User-Friendly Interface: Dialpad features a sleek and intuitive dashboard, simplifying navigation and operation for users.
• AI Transcription: The AI-powered transcription feature is highly valued, enabling automatic call transcription and note-taking with ease.

Dialpad Cons

• Limited Advanced Call Center Features: While Dialpad offers core call center functionalities, it may not include the advanced features larger or specialized call centers require, such as custom agent performance dashboards or advanced queue management.
• Setup Challenges for Larger Teams: Implementing Dialpad for larger teams with complex needs can be challenging and may require extra customization, potentially delaying deployment.
• Occasional Call Quality Issues: Some users report intermittent call quality problems, particularly during peak hours or in areas with weak internet connectivity.
• Restricted International Calling: Dialpad’s international calling options are more limited compared to other platforms, which could be a downside for businesses with global operations.
• Higher Cost for Small Businesses: Dialpad’s pricing, especially for plans with advanced features, may be a barrier for small businesses or startups with tight budgets.

Dialpad Pricing

Dialpad offers three pricing options:

• Standard: $15/user/month
• Pro: $25/user/month
• Enterprise: Custom

Dialpad Integrations

Dialpad integrates with a bunch of CRM tools, including:

• Salesforce
• HubSpot
• Zendesk
• Pipedrive
• Zoho

Dialpad Customer Support Channels

• Live chat
• Help Center
• Call
• FAQs

Dialpad Reviews

“I do wish there were more permission settings to add a user (employee) in the field and only allow them to make outgoing or incoming phone calls. Also, I think pricing should be less for a user who is out in the field and only needs limited functions.”

“The Dialpad support team has always been very helpful and responsive. It is really nice to have a reasonably priced phone system that is very simple to use and robust.”

Source: Capterra 

Dialpad Customer Support Channels

• Live chat
• Help Center
• Call
• FAQs

Discover The Best Call Management Solution With Emitrr Today!

Emitrr is a top-quality call management app built for businesses of all sizes. Here are our robust features that will help you understand why Emitrr is the best choice for your business: 

Comprehensive Communication Platform

Emitrr makes it easy to connect with customers through calls, texts, and chats—all in one place. No more juggling different platforms! With its message management system, you can keep all conversations organized and ensure smooth, hassle-free communication.

Automation of Customer Engagement

Emitrr automates tasks like appointment reminders, follow-ups, and review requests, so you don’t have to do them manually. This saves time, reduces workload, and helps your business run more efficiently while keeping customers engaged.

Integration with Business Applications

Emitrr seamlessly connects with over 1,000 business apps, including EHRs, call management CRMs, and other daily tools. This integration provides real-time insights, reduces call handling time, and improves efficiency with features like call pop, ensuring smoother and faster customer interactions.

Advanced Phone System Features

Unlike other basic inbound call management software, Emitrr offers advanced features tailored for all business types. With smart tools like call routing, call transfer, and auto attendants, customers are always directed to the right department without confusion. This makes Emitrr the best automated phone call management platform for small businesses. 

Seamless Appointment Management

Emitrr makes managing service calls simple by automatically sending appointment reminders that you can customize. It easily connects with your current systems, making scheduling smooth and hassle-free. With smart notifications and follow-ups, it helps reduce missed appointments by up to 90%, keeping your business running smoothly and your customers on track.

Review and Reputation Management

Emitrr helps boost your business growth by automatically integrating reviews, making it easier to build a strong online reputation. Since 92% of customers read reviews before making decisions, this feature ensures potential clients trust your business and feel confident in choosing your services.

Enhanced Customer Communication

Emitrr’s two-way text messaging, and web chat, make scheduling appointments and collecting payments easy. These features help reduce phone call volumes by 40%, giving businesses with smaller teams a break by letting them handle more tasks without getting overwhelmed.

Positive User Feedback

Users are 100% satisfied with Emitrr, praising its ease of use, ability to automate communication tasks and practical features that make managing customer interactions simpler and more efficient.

Frequently Asked Questions

Conclusion

To sum it up, call management software is the best way to handle lots of calls easily. Emitrr, in particular, helps businesses by automating tasks like call routing and sending custom appointment reminders. It works smoothly with your current systems, making scheduling and managing calls much simpler. 

Whether you’re a small business or a large enterprise, Emitrr handles every call efficiently and professionally, saving time and boosting service quality. Schedule a demo today to learn more!