Top 10 Call Routing Software for Businesses 

Introduction

For every business, offering excellent customer service is everything and more crucial than ever!! Around 52% of the customers tend to go to your competition after just one negative experience with your business. So one of the  most effective ways to ensure smooth communication and improve customer satisfaction is through business call routing software. Emitrr, being the best phone system direct routing software, ranks as a top choice when it comes to offering quality customer service. 

In this blog, we’ll explore the key features of business call routing software, how it works, and why Emitrr stands out as a top choice for businesses looking to optimize their customer communication.

What Is A Call Routing Software? 

The main function of call routing software is to route incoming telephone calls to the right agent, department, or service. Thus, it uses an automatic system to manage call routing for small business as it ensures that the proper person or team handles it in the shortest possible time. 

Call routing for small businesses may focus on the availability of an agent, the customer location, the nature of the inquiry being submitted, or the priority. This helps businesses improve efficiency, reduce wait times, and enhance customer satisfaction by ensuring calls are handled by the right experts.

For Your Business: A good call-routing service enhances efficiency by standardizing call qualification, queueing, and distribution. This minimizes wait times as well as handle times, thereby allowing businesses to manage more inquiries without having an extra staff. This also saves their costs and improves customer satisfaction. 

For Your Employees: Call routing for small businesses ensures a balanced workload. It makes sure that calls are routed to the best available agent, either in a predetermined order or intelligent criteria. This reduces stress during heavy volumes of calls. With integrated CRM data, agents are equipped with everything they need to process questions effectively, which accelerates resolution and increases job satisfaction. 

For Your Customers: Advanced routing systems provide estimated wait times, update queues, and offer callback options. When an agent answers, they already have the relevant information from the IVR menu. So there is no need for customers to repeat themselves. For simple issues around 61% of customers prefer self-service which IVR systems can provide in resolving queries or directing customers to online support before connecting to a human.

To have a broader understanding of VoIP check out our You Tube Video:

Benefits of an Effective Call Routing Service

Never Miss a Lead Again

In case of an emergency where people need a service or a product urgently. Your business might miss the call or fail to reply to a text, but with a good call routing software we can eliminate this possibility of missing out on these opportunities. With  call routing calls don’t ring endlessly or go to voicemail, instead your callers are promptly greeted, their needs are identified, and routed to the right technician or option to schedule a callback. This means you are catching leads 24/7 even when you’re off the clock. In each industry, quick responses often win the job and being always available builds trust with both new and existing customers, setting you apart from competitors.

Balanced Agent Workloads and Improved Productivity

The phone routing system takes various considerations and distributes incoming calls as evenly as possible across agents. No team member will be overwhelmed and calls will be handled more efficiently because employees have more time for their core work, decreasing the possibility of burnout, and increasing productivity.

Decreased Call Abandonment 

Around 83% of customers want and expect to talk to a customer support agent instantly after calling customer service and call routing software makes this possible. Calls are handled quickly and efficiently which reduces the frustration that leads to hanging up. It reduces wait time and makes the process smooth, ensuring callers stay on the line, thereby increasing the chances of converting them into customers.

Increased sales and revenues

Effective call routing software ensures that leads are captured and directed to the right person immediately, thus increasing the chances of closing sales. With fewer missed opportunities and a smoother customer experience, your revenue potential increases.

Higher customer satisfaction 

A good call routing software reduces wait times and the need for customers to be transferred between agents. Shorter hold times and faster resolution lead to higher customer satisfaction, which enhances the overall experience and builds customer loyalty.

Improved customer retention

A phone routing system improves the reputation of your brand by providing immediate and personalized responses to each customer. If the customers believe that their needs are addressed promptly and efficiently, they are likely to return for future services and recommend your business to others.

Lower average handle time (AHT)

With calls automatically being routed to the appropriate team member right away, agents can handle each call more effectively by reducing the overall time spent on each interaction. Thus, average handle time decreases and overall efficiency improves, allowing your team to assist more customers.

Personalized customer service

Customer data is also used in phone routing systems to offer more personalized services. For instance, repeated customers can be steered to agents who are familiar with their previous interactions. This way, strengthening relationships and providing a more satisfying customer experience is facilitated.

Data-Driven Insights

Modern call routing software collects valuable information on customer behavior, call trends, and agent performance. From this information, you will be able to make informed decisions on how to optimize your call flow, improve service, and increase sales. Insights from call data help in identifying areas for improvement and optimizing your business strategies.

Use Cases of Phone Call Routing System in Different Industries

Phone call routing software is designed to manage and direct incoming calls to the appropriate destination based on various criteria. There are several important use cases for this software across different industries. Here are some common use cases where call routing software can be used:

Healthcare Sector

When it comes to the healthcare sector, it is full of emergencies such as veterinary, surgeons, doctors, and dental practices. During emergencies, an automated call routing system proves to be best as it directs the call to the nearest available healthcare provider or facility based on the caller’s location. Moreover, call routing software helps in transferring the call to the appropriate department such as appointments, billing, or medical inquiries.

Travel and Hospitality

IVR systems route calls with the customer’s selection into booking reservations in hotels, cancellations, or inquiries. The self-service feature saves time for the customer and business as they can instantly be routed to the exact service. Automated call routing systems can also be used to route the call to the customer’s selected preferred language which helps in improving communication globally in travel and hospitality. 

Telecommunications Industry

In the telecommunication industry calls from high-value customers can be made a priority and routed to a team of specialized agents with specific training on solving difficult or time-sensitive matters. Further, calls may also be routed based on geographic location so that region-specific problems are managed by the right team of specialists. This ensures both a priority customer and a specific-location-based issue get timely expert solutions.

Retail Industry 

In the retail industry routing of calls based on time also becomes effective in order for the right department to take customer calls. In cases of high wait times customers also select callbacks and not wait indefinitely on long queues. This will ensure that the customers are properly connected to the right support at the right time, thus improving the overall service experience.

Financial Services 

Customers with urgent financial needs can be prioritized and routed directly to specialized agents who provide personalized service for sensitive inquiries. Additionally, calls can be directed to agents with specific expertise, such as mortgage advisors, loan officers, or investment consultants, ensuring that customers receive accurate, knowledgeable assistance tailored to their unique financial needs. 

Insurance Industry

Through call routing software in the insurance industry calls can be directed to specific insurance departments, such as claims, policy inquiries, or renewals, so that customers are quickly connected with the right team to answer their needs. In emergency situations, calls can be routed immediately to emergency response teams or claims adjusters, enabling fast and efficient handling of urgent cases like accidents or incidents.

Wellness Industry

Wellness industries such as wellness centers, spas and salons can use automated call routing systems for appointment scheduling, cancellation as per customers preferences.
Wellness businesses such as clinics or counseling services can easily route urgent calls to on-call specialists, ensuring a patient’s immediate care or support when needed in an urgent situation. This 

Legal Services

In legal industries such as law firms can use phone call routing systems for setting dates, consultations or appointments with clients. Calls can be transferred to the right department or legal assistants, making it easier for clients to schedule or reschedule an appointment.

Features To Look For In A Call Routing Software

Automatic Call Distribution (ACD)

While looking for a call center call routing software ACD or automatic call distribution becomes important as it automatically distributes incoming calls to the correct agents or teams using preset rules. This feature of routing can prevent call delay and long waits since calls are routed immediately. 

Interactive Voice Response (IVR)

It’s important to have an IVR system while opting for an online call routing as it enables the callers to communicate with an automated system using voice or touchpad responses. Callers can browse through menus in order to choose the department or service that they want, thus decreasing the involvement of live agents in responding to basic inquiries and shortening the contact center call routing process.

Intelligent Call Routing Protocols

These protocols route calls based on criteria such as customer needs, agent availability, or type of inquiry. It is a smart way to route calls and ensure that all calls are going to the right agent or the right department with higher resolution rates and client satisfaction. Hence having this feature is necessary in an advanced phone call routing system.

CRM Integration

Integrating phone call routing systems with a Customer Relationship Management (CRM) tool provides agents with real-time access to customer data. This integration allows for personalized service, faster issue resolution, and improved customer interaction by giving agents key insights before they even pick up the call. Hence having this feature in a phone system direct routing is non negotiable. 

Call Recording

The feature of call recording is important in a phone routing as it captures and saves calls between customers and agents. This is useful for training, quality assurance, compliance, and in the event of any disputes that may arise. It also provides worthwhile customer behavioral insights for improvements.

Ring Groups

Ring groups allow incoming calls to be routed to a predefined group of agents, rather than a single individual. Calls can be distributed evenly or based on availability, so no call goes unanswered and the agents are not overloaded.

Call Queueing

Call queueing is necessary for a phone call routing software as it puts callers in a virtual queue if all agents are on an ongoing call or busy. Customer awareness of their queue time or position in a queue manages expectations and increases overall satisfaction. 

AI Features

Artificial Intelligence within automated call routing services offers capability like predictive routing, chatbots, or voice recognition. AI determines the best agent or department by analyzing the history of previous contacts with customers. It also helps solve common, routine issues with the help of automated solutions. 

Call Forwarding

Call forwarding allows incoming calls to be forwarded to another phone number, such as a mobile phone or another office line, ensuring that no call goes unanswered. 

Voicemail or external routing

It is necessary to have the feature of voicemail or external routing in an automated call routing system so that calls can be routed to voicemail or an external destination such as a call center in cases where agents are unavailable. This provision ensures that customers can still leave messages, or be redirected to another service, thus eliminating missed opportunities and maintaining the availability of a service outside regular working hours.

Cloud-based Calling

Cloud call routing software runs over the internet, so calls are routed and handled from anywhere, without any need for on-site hardware. This provides the flexibility and scalability required while minimizing infrastructure costs, which makes it suitable for remote teams or businesses with numerous locations.

Customer callback

Callback is also a feature such that customers prefer a return call rather than staying on hold. This feature in online call routing minimizes customer frustration and abandonment rates to ensure customers have a good experience even during peak call times.

Top 10 Call Routing Software For Businesses 

1. Emitrr
2. Nextiva
3. JustCall
4. Aircall
5. GoTo Connect
6. Dialpad
7. Talkdesk
8. Twilio
9. RingCentral
10. Vonage

1. Emitrr | Best Call Routing Software for Businesses

What is Emitrr?

Emitrr is an all-in-one solution and the best call routing service for businesses that offers everything businesses are looking for to improve customer satisfaction. Emitrr being the one-stop solution for every business from small businesses to large corporations. The best call routing services help businesses not only in improving their customer service but also ensure that they do not miss out on any potential leads. 

The platform offers an intuitive and easy-to-use interface that everyone can use without any technical skills. If you are also a business owner and looking for automatic call routing software, then Emitrr is your go-to solution!!!  Here is the detailed look of the best call routing software: 

Emitrr Features 

• AI-Powered Online Call Routing: Routes calls based on AI analysis of customer data and call context, ensuring the most relevant agent is selected.
• Skill-Based Routing: Directs calls to agents with the specific skills or expertise required to address the customer’s needs.
• Geographic Routing: Routes calls to agents based on the caller’s geographic location, optimizing for regional expertise or support.
• Interactive Voice Response (IVR): Allows callers to navigate menus and self-service options, directing them to the right department without waiting.
• Queue Callback: Provides callers with the option to receive a callback instead of waiting in the queue, reducing abandonment rates.
• Real-Time Analytics and Reporting: Provides actionable insights into call volumes, agent performance, and customer satisfaction to optimize call handling.
• CRM Integration: Seamlessly integrates with CRM systems to ensure agents have immediate access to customer information for personalized service.
• Automatic Call Distribution (ACD): Automatically distributes incoming calls across multiple agents or teams, improving efficiency and reducing wait times.
• Call Monitoring: Allows supervisors or managers to listen to live calls for quality assurance, training, and support, without the customer knowing.
• Call Queues: Organizes incoming calls into a queue, holding them until an agent becomes available, ensuring no call is missed and managing call flow efficiently.
• Call Recording: Records conversations for compliance, quality assurance, and training purposes, allowing businesses to review and analyze calls after they occur.
• Call Routing: Directs incoming calls to the appropriate agent, department, or team based on predetermined rules, such as skills, availability, or customer needs.
• Call Tracking: Monitors the source and outcome of calls, providing valuable insights into customer behavior, marketing campaign effectiveness, and agent performance.
• Call Transfer: Allows agents to seamlessly transfer calls to another agent or department when needed, ensuring the caller reaches the most appropriate person.
• Caller ID: Displays the caller’s information (such as name, phone number, and previous interactions) to the agent, helping personalize the customer experience and improve response times.

Emitrr Pros 

• Unmatched Customer Support: The customer service provided by Emitrr stands out for its exceptional responsiveness and dedication.
• Comprehensive Communication Features: Emitrr offers a broad array of calling and online call routing features to meet diverse business needs.
• User-Friendly Interface: The platform is designed to be easy to navigate, ensuring a smooth experience for all users.
• Flexible and Affordable Pricing Plans: Emitrr provides highly customizable and budget-friendly pricing options to suit various business sizes.
• Seamless Third-Party Tool Integrations: Emitrr integrates smoothly with over 1,000 third-party applications, enhancing workflow and productivity.
• CRM Workflow Automation: Automate customer relationship management tasks to increase efficiency and simplify business processes.
• Intuitive and Easy-to-Use Interface: Emitrr’s user-friendly dashboard makes navigation effortless, even for those without technical expertise.

Emitrr Cons

• While the best call routing services offer many texting features, additional capabilities are set to be released in the near future!

Emitrr Pricing

Emitrr offers a text-based pricing model that starts at $149 a month. 

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
• Slack 
• And more!

Emitrr Reviews & Ratings

Emitrr has a robust rating on some reliable review platforms, such as Capterra. On Capterra, it has a 5/5 star rating. Here’s what customers are saying about Emitrr:

“They have built a powerful, easy to use web interface. The onboarding of our staff and contacts was excellent 3 Any issues we have had were addressed immediately and professionally by Emitrr staff.”

“Great Company , Confident , Relentless. Will definitely get Job done. Excellent Customer Service .”

Source: Capterra

2. Nextiva

What is Nextiva?

Nextiva is a phone routing system that includes  voice, video, and messaging services. This virtual call routing offers features such as  advanced call management, auto-attendant, call forwarding, and also integrates with a number of CRM platforms. Here is a detailed look of this virtual call routing system: 

Nextiva Features

• Audio Calls: Enables clear and reliable voice communication with customers, ensuring effective interactions.
• Audio/Video Recording: Records both audio and video calls for quality assurance, compliance, and training purposes.
• Auto-Dialer: Automatically dials phone numbers from a list, increasing agent productivity by minimizing manual dialing.
• Automated Routing: Uses predefined rules to automatically route calls to the most suitable agent or department, improving efficiency.
• Automatic Call Distribution (ACD): Distributes incoming calls evenly among available agents, ensuring balanced workloads and quick responses.
• Call Center Management: Provides tools to oversee and optimize call center operations, ensuring smooth workflows and high-quality service.
• Call Conferencing: Allows multiple participants to join a call, enabling collaboration and group discussions in real time.
• Call Logging: Records and tracks details of each call, such as duration, outcome, and notes, for future reference.
• Online Call Routing: Automatically directs calls to the right agent or department based on predefined rules, improving customer service.
• Call Scheduling: Allows agents to schedule follow-up calls with customers, ensuring timely responses and better time management.
• Call Screening: Allows agents or managers to screen incoming calls to identify priority or important calls before answering.
• Call Tracking Metrics: Tracks key call metrics, such as call duration, conversion rates, and response times, to improve operational performance.

Nextiva Pros

• System Reliability: The system is highly reliable, with minimal downtime, ensuring continuous connectivity with both clients and team members.
• Value for Money: We’ve been very satisfied with the comprehensive VoIP solution provided at an exceptional price.
• Ease of Use and Call Quality: The system is easy to use, and the crystal-clear call quality greatly enhances our communication.

Nextiva Cons

• Service Quality Issues: Service interruptions like dropped calls, phone disconnections, and lost voice packets have been persistent issues.
• Contract and Billing Concerns: Auto-renewals of contracts without prior notifications have caused unexpected charges to users.
• Technical Problems: Customers also say that despite repeated support requests, issues like malfunctioning auto attendants, CRM, and SMS integrations were never fully resolved.

Nextiva Pricing

Nextiva offers different types of business VoIP phone systems:

• Core: $35 /user/mo
• Engage: $50 /user/mo
• Power Suite: $75 /user/mo

Nextiva Integrations

• Google Workspace
• Microsoft Teams
• Rippling
• HubSpot CRM
• Zoho CRM
• Zendesk Suite
• Microsoft Outlook
• ServiceNow
• Act!

Nextiva Ratings and Reviews

Nextiva has a rating of 4.6 on Capterra, and on G2, it has 4.5 ratings. Here is what customers are saying about this call routing for small businesses:

“The administrative management of the account could use some uplift in UI/UX. It’s difficult to find more niche things such as a specific type of call log because it’s buried under another tab that doesn’t really make sense.”

“Advanced features are frustrating to learn for someone without a lot of experience”

Source: Capterra

3. JustCall

What is JustCall?

JustCall is a cloud-based contact center software designed for the sales and support teams. It provides features that include multi-level IVR, online call routing, call recording, and live call monitoring. This virtual call routing integrates well with many CRM and helpdesk tools, which provides smooth communication and workflow automation. Here is a look at this live call routing system: 

JustCall Features

• Auto-Dialer: Automatically dials phone numbers from a list, saving time and improving agent productivity by minimizing manual dialing.
• Automated Routing: Automatically directs calls to the appropriate agent or department based on predefined rules or customer information.
• Automatic Call Distribution (ACD): Distributes incoming calls evenly among agents or based on their availability and skillset, ensuring balanced workloads.
• Blended Call Center: A call center that handles both inbound and outbound calls, providing flexible support and improving resource utilization.
• Call Monitoring: Allows supervisors to listen to live calls for quality assurance, training, or support without disrupting the conversation.
• Call Queues: Organizes incoming calls in a waiting line, ensuring they are addressed in order of arrival or priority.
• Online Call Routing: Directs incoming calls to the appropriate agent, department, or team based on predefined rules, customer needs, or availability.
• Call Tracking Metrics: Tracks key performance metrics such as call volume, duration, and outcomes to evaluate agent performance and improve customer service.
• IVR (Interactive Voice Response): An automated system that interacts with callers, collects information, and routes calls to the appropriate department or agent based on the caller’s inputs.
• Lead Management: The process of tracking and managing potential sales leads through their lifecycle, from initial contact to conversion, ensuring that no lead is lost or overlooked.

JustCall Pros

• Easy-to-Use Interface: Just Call has an incredibly user-friendly interface, making it simple to navigate and use, even for those who are not tech-savvy.
• Exceptional Customer Support: Their customer service is outstanding—always quick to respond, dependable, and proactive with updates for any queries or issues.
• Simple Installation and Usage: The service is quick to install, and the free calling and texting features are a huge bonus, adding great value to the overall experience.

JustCall Cons

• Limited Call Handling Options: When multiple calls are coming in for different accounts, there’s no way to select which call to answer, which is inconvenient.
• Occasional Network Disruptions: There have been times when the service experiences interruptions or drops voice connections due to network problems.
• Annoying Chrome Notifications: The frequent Chrome notifications about “Macbook speakers now connected” are intrusive and cannot be disabled, making the extension quite frustrating to use.
• Difficult Voicemail Access: Navigating to voicemails is challenging within the app, and there are several other aspects I find troublesome.

JustCall Pricing

This automatic call routing platform offers various pricing plans which include:

• Essentials: $19 per user/month
• Team: $ 29 per user/month
• Pro: $49 per user/month

JustCall Integrations

JustCall offers integrations with various third-party software: 

• Slack
• Dropbox Business
• HubSpot CRM
• Zapier
• Freshdesk
• Pipedrive
• ActiveCampaign
• Zendesk Suite
• Microsoft Outlook

JustCall Ratings and Reviews

This virtual call routing platform has a rating of 4.2 on Capterra, and on G2, it has 4.3 ratings. Here is what customers are saying about this phone routing system: 

“I would say, customer service should improve.”

“CUSTOMER SERVICE! Rude and condescending. repackaged standard offers as ways of trying to fit a categoric failure. I felt like I was being pitched by cons and the con was horrible at cons.”

Source: Capterra

4.  Aircall

What is Aircall?

Aircall is a phone system which is designed specifically for the needs of modern businesses. This virtual call routing platform offers several features which include call conferencing, call routing, voicemail, and supports SMS and MMS messaging. This live call routing system also excels when it comes to integration with some of the popular CRMs and helpdesk solution that helps in improving team collaboration as well as customer satisfaction. 

Aircall Features

• Automated Routing: Directs incoming calls to the most suitable agent or department based on predefined criteria.
• Automatic Call Distribution (ACD): A system that routes calls to available agents based on various factors like skill set or queue length.
• Call Conferencing: A feature that allows multiple parties to participate in a single call simultaneously.
• Call Disposition: A categorization of a call’s outcome, such as resolved, follow-up needed, or unanswered.
• Call Recording: The process of recording a conversation for quality assurance, training, or legal purposes.
• Automatic Call Routing: The process of directing calls to the appropriate destination based on certain criteria or system rules.
• Call Tracking Metrics: Metrics used to measure call performance, such as duration, response time, and resolution rate.
• Callback Scheduling: Arranging for a call to be returned at a scheduled time to provide follow-up or further support.
• IVR (Interactive Voice Response): A system that uses pre-recorded messages and menus to interact with callers and direct them to the right resource.
• Inbound Call Center: A call center that primarily handles incoming customer calls for support, sales, or inquiries.
• Interaction Tracking: Monitoring all touchpoints and interactions with a customer across different channels for better service and insights.

Aircall Pros

• Intuitive and easy-to-use interface: The interface is straightforward and user-friendly, allowing for efficient call management and easy customization.
• Exceptional Customer Support and Onboarding Process: The support team is responsive and goes the extra mile, and the onboarding process is clear and simple, ensuring a smooth setup.
• High-Quality Calls and Flexible Calling Options: The call quality is reliable, and you can make calls from a mobile phone.

Aircall  Cons

• Inconsistent Call Quality and Connection Issues: There are frequent problems with dropped calls and poor connection quality, which negatively impact communication.
• Missing Caller Region Information: missing feature that displayed the caller’s region, which helped improve the customer experience.
• Billing Errors and Overcharges: Users are charged for unused licenses for several months without being notified, and now I’m trying to resolve the issue and get a refund.
• Issues with Call Log Syncing: The call log occasionally fails to sync correctly, causing missed call data and recordings to not appear as expected.

Aircall Pricing

This automatic call routing software offers different pricing plans, including;

• Essentials: $30/license
• Professional: $50 /license
• Custom: You can also customize this plan as per your need/25-licenses minimum

 
Aircall Integration

This live call routing platform can be integrated with various tools:

• Google Drive
• Slack
• Mailchimp
• Rippling
• Shopify
• Hubspot CRM
• Zapier
• Freshdesk
• Pipedrive

Aircall Reviews and Ratings

This live call routing platform has a rating of 4.3 on Capterra, and on G2, this cell phone call routing system has 4.3 ratings. Here is what customers are saying about this automatic call-routing software:

“Poor call quality, ridiculous pay terms and cancelation policy”

“Poor business phone system, unethical billing “

Source: Capterra

5. GoTo Connect

What is GoTo Connect?

GoTo Connect is another call-routing app that blends VoIP phone systems with messaging and video conferencing into a single platform. Its extensive offering that contains customizable call routing, auto-attendants, virtual voicemail, and unlimited international calling to over 50 countries, makes it a fair choice for businesses that operate globally. Here’s a quick look at this cell phone call routing software: 

GoTo Connect Features

• Audio/Video Conferencing: A feature that allows multiple participants to communicate through both voice and video over the internet.
• Automating Call Routing: The system that directs incoming calls to the correct agent or department based on set criteria, improving efficiency.
• Automatic Call Distribution (ACD): A system that distributes incoming calls to available agents, typically based on skill set or queue length.
• Call Center Management: The oversight and optimization of all operations within a call center, including agents, performance, and technology.
• Call Conferencing: The ability to connect multiple people to the same phone call, enabling group discussions.
• Call Logging: Recording the details of a call, including time, duration, and outcome, for tracking and reporting purposes.
• Call Monitoring: Supervising active calls to ensure quality, guide agents, or intervene when necessary.
• Call Queues: A system that places incoming calls in a virtual line until an agent becomes available to handle them.
• Call Screening: Evaluating a call before it is connected to an agent, often to filter out unwanted calls or prioritize important ones.
• Caller Profiles: Storing and managing detailed information about a caller, such as past interactions or preferences, to improve customer service.

GoTo Connect Pros

• Easy Meeting Organization and Recording: The app allows you to easily organize staff meetings, share links, and record both audio and video, making collaboration seamless.
• Highly Customizable with Great Flexibility: This highly customizable system gives you full control to adapt it to our organization’s specific requirements.
• Seamless Mobile Integration: The mobile integration is excellent, allowing you to stay connected and manage contacts effortlessly when transitioning from the office to home or while on the go.

GoTo Connect Cons

• Poor Customer Service: Bad experience with customer service that is frustrating and unhelpful, leaving customers dissatisfied.
• Poor Experience with VOIP Services: Customers state: Terrible experience using the software for VOIP services, as it didn’t meet their expectations.
• App Functionality Issues: The app often doesn’t work properly when I’m out of the office, so I had to set up a second number for call forwarding, which was inconvenient.

GoTo Connect Pricing

This contact center call routing software offers various pricing plans: 

• Basic: $27 monthly per user
• Standard: $32 monthly per user
• Contact Center Add-On: Quote-based pricing tiers
• Customer Engagement Add-On: Custom pricing

GoTo Connect Integrations

GoTo Connect offers integrations with various third-party software: 

• Curve Dental
• Smith.ai
• Slack
• Google Workspace
• Zoho CRM
• ITBoost
• Peerlogic

GoTo Connect Reviews and Ratings

This automatic call routing software has a rating of 4.2 on Capterra, and on G2, it has 4.4 ratings. Here is what customers are saying about this automated call routing system:

“The app was buggy on and off and it was difficult to get more than one line on an app or desktop. For the longest time, it would only work through the desk phone. Recently there has been a software upgrade that might make it possible to see and answer more than one line, however, we switched VoIPs so I can’t say how successful that particular feature is.”

“Call quality is often lousy. Rarely does a week go by that my users aren’t complaining to me about dropped calls or calls that are cutting out or static-y.”

Source: Capterra

6. Dialpad

What is Dialpad?

Dialpad is a comprehensive cloud based platform that offers AI powered insights,  real-time transcription, call routing, and supports SMS and MMS messaging. This phone routing service’s mobile functionality allows seamless communication across devices, catering to remote workforces. Let’s have a look at this phone routing service: 

Dialpad Features 

• Automatic Outbound Dialer: A tool that automatically dials a list of phone numbers and connects calls to agents once answered, saving time on manual dialing.
• CRM (Customer Relationship Management): A software system that manages customer interactions, data, and relationships, enhancing service and sales efforts.
• Call Center Management: The overseeing of call center operations, ensuring processes, performance, and staff are optimized for efficiency and customer satisfaction.
• Call Conferencing: The ability to connect multiple participants to a single phone call, facilitating group discussions and meetings.
• Call Logging: The recording of essential call details such as time, duration, and outcome for future reference, analysis, and reporting.
• Call Monitoring: The practice of observing live calls to ensure quality, provide agent support, and assess performance.
• Call Queues: A system that places incoming calls in a virtual line until an agent becomes available to take the call, improving call management.
• Call Scheduling: Setting a specific time for a call to take place, often for follow-up or appointment purposes.
• Call Tracking Metrics: Key performance indicators (KPIs) that measure call-related success, such as response times, call resolution rates, and agent performance.
• Call Transfer: The action of moving a live call from one agent or department to another, ensuring the customer is directed to the right person for assistance.

Dialpad Pros

• Feature-Rich with Desktop and Mobile Apps: The software offers a dedicated desktop program and a fully-featured mobile app with a sleek interface and excellent call quality, making it versatile for any team.

• Flexibility with Virtual Numbers: It allows teams to use their own devices while offering them a virtual number, plus the added benefit of recording calls.
• Responsive and Helpful Support: The support team is always responsive and helpful, and the phone system is easy to use, affordable, and robust for our needs.
• Affordable, Reliable Service: Great service and pricing, with outstanding support; the app has allowed our legacy organization to modernize, though I recommend avoiding their desk phones.

Dialpad Cons

• Delay in Mobile Notifications: Customers have experienced a delay in call notifications on mobile, often ringing an hour later, causing missed calls.
• Call Connection Issues After Waiting: Customers experience frequent connection issues where the other person can’t hear, then cause communication problems.
• Concerns Over Unreliable Call Connections: Customers say that calls don’t connect properly; even though the phone rings, the call appears as missed without any notifications being delivered.

Dialpad Pricing

This phone routing service offers different pricing plans:

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

Dialpad Integrations

• Slack 
• Google Workspace
• Salesforce
• Rippling
• Hubspot CRM
• Zapier
• Miro

Dialpad Rating and Reviews

Dialpad has a rating of 4.5 on Capterra, and on G2, it has 4.4 ratings. Here is what customers are saying about this automated call routing system: 

“Tactics DO Not Sign UP-Beware Deceptive Sales”

“Customer service is a nightmare. Took me days to cancel when I no longer needed the service. I was eventually going to resubscribe my team but the way they handled customer service turned me off.”

Source: Capterra

7. Talkdesk

What is Talkdesk?

Talkdesk is a cloud-based contact center solution offering features like call forwarding, call queuing, IVR, and predictive dialing. This phone routing service supports omnichannel communication, including voice, email, webchat, SMS, video, and social media, providing a seamless customer experience across various channels. Here is a quick look of this phone routing service: 

Talkdesk Features

• Auto-Dialer: A tool that automatically dials phone numbers from a list and connects the call to an available agent once answered, improving outbound call efficiency.
• Automated Routing: A system that directs incoming calls to the appropriate agent or department based on predefined rules such as skills, availability, or urgency.
• Automatic Outbound Dialer: A system that automatically dials outbound calls from a list of numbers and connects them to agents when answered, enhancing call center productivity.
• Blended Call Center: A call center that manages both inbound and outbound calls, where agents handle both types of calls based on needs.
• CRM (Customer Relationship Management): A software solution that manages and analyzes customer interactions, data, and relationships to improve customer service, sales, and overall business strategies..
• Call Screening: A feature that allows agents to assess calls before answering, helping to prioritize important calls or block spam.
• Call Scripting: Predefined conversation guidelines that agents follow to ensure consistent and effective communication with customers.
• Call Tagging: Adding labels or tags to calls based on their content, customer issue, or priority to track and manage them more efficiently.
• Contact Database: A centralized system or tool used to store and manage information on customers, leads, and contacts for easy access and organization.
• Contact Management: The process of organizing and tracking interactions with contacts, ensuring that communication is personalized and efficient.
• Customer Database: A repository of detailed information about customers, including personal data, transaction history, and communication records, used to enhance service and engagement.

Talkdesk Pros

• Reliable Calls: The call reliability has been excellent, which made the transition to remote work smoother and more efficient.
• Easy Salesforce Integration and Great Training: Customers also say that integration with Salesforce is seamless, and the training provided by the Talkdesk team has been fantastic, along with excellent customer support.
• Great Configuration and User Interface: Configuration is easy, the built-in reports are helpful, and the user interface is modern and intuitive.
• Excellent Customer Success Management: The customer success team is exceptional, always innovating and looking for new, more effective ways to enhance the platform’s capabilities.

Talkdesk Cons

• App Issues and Slow Response Time: Sometimes the app has performance issues, and customers end up having to use it through the website, or it’s too slow to answer calls on time.
• Headset Compatibility Issues: Some headphones don’t work properly with the app, which makes it frustrating to take notes during calls.
• Incompatibility with Google Voice: Talkdesk isn’t compatible with Google Voice, which resulted in lost clients due to this oversight.
• Frustrating Support Fixes: The resolution provided to fix issues often make things worse, which has led users to regret choosing Talkdesk for their needs.

Talkdesk Pricing

This contact center call routing service offers various pricing options:

• CX Cloud Essentials Plan: $85/user/month 
• CX Cloud Digital Essentials Plan: $85/user/month
• CX Cloud Elevate Plan: $115/user/month
• CX Cloud Elite Plan: $145/user/month

Talkdesk Integrations

Talkdesk integrates with various third-party apps and software, including:

• Slack
• Rippling
• Shopify
• Zoho
• Freshdesk
• Piperdrive
• Nimble
• Intercom
• Userlike

Talkdesk Reviews and Ratings

This contact center call routing service has a robust rating on some reliable review platforms, such as Capterra. On Capterra, it has a 4.5 star rating and on G2 it has 4.4 ratings. Here’s what customers are saying about this intelligent call routing system:

“Support and Billing needs too much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.”

“Lack of search function for the calls is one of the biggest pain points. You need to go through all the chats and find the one you are looking for, Instead of just having a search bar that would allow you to search calls to a specific number. Other things could be the issue with some providers, causing trouble to make calls”

Source: Capterra

8. Twilio

What is Twilio?

Twilio is an all-in-one cloud communication solution that allows businesses to integrate with various communication channels, including voice, SMS, and video. This call center call routing software is equipped with various features along with offering robust APIs for business call routing and messaging and supports complex workflows, making it highly customizable for diverse business needs. Let’s have a look at this call center call routing software: 

Twilio Features

• Audio/Video Conferencing: A feature that allows multiple participants to engage in real-time audio and video communication, ideal for virtual meetings and team collaborations.
• Automatic Call Distribution (ACD): A system that automatically distributes incoming calls to available agents based on preset rules, improving call efficiency and customer satisfaction.
• Automatic Outbound Dialer: A tool that automatically dials a list of phone numbers, connecting the call to agents when answered, reducing the time spent dialing manually.
• CRM (Customer Relationship Management): A system used to track and manage customer interactions, data, and relationships, improving service and sales strategies.
• Call Center Management: The oversight and optimization of operations within a call center, focusing on agent performance, call efficiency, and customer satisfaction.
• Call Tracking Metrics: Key performance indicators (KPIs) used to evaluate call outcomes, such as response time, resolution rate, and call volume.
• Computer Telephony Integration (CTI): The integration of telephone systems with computer applications to streamline communication and data sharing between agents and systems.
• IVR (Interactive Voice Response): A phone system technology that automates business  call routing by using voice prompts and touch-tone input to gather information from callers.
• Live Chat: Real-time text-based communication between a customer and support agent, typically offered via website or app.
• Manual Dialer: A tool that requires agents to manually dial phone numbers, often used in smaller or more specific call operations.

Twilio Pros

• Great for Team Communication and Record Keeping: Customers report using the product successfully for team communication and storing records of virtual meetings, with seamless functionality.
• Good Documentation and Easy Integrations: Users appreciate the comprehensive documentation and ease of integrating the platform with other software, along with the benefit of a free trial.
• Friendly Support and Easy API Implementation: The support team is responsive and helpful, with customers noting the API documentation is clear and easy to implement.
• Competitive Pricing and Excellent Documentation: Customers highlight the platform’s competitive pricing and excellent documentation, making it a top choice for many businesses.

Twilio Cons

• Unclear Infrastructure Connection Issues: Some customers mention that connection errors with the infrastructure aren’t always immediately clear, leading to frustration.
• Poor Customer Support Experience: Many have expressed frustration with the lack of direct human support, leading to unresolved issues and a negative overall experience.
• WhatsApp Integration Complications: Customers have noted complications with the Twilio to WhatsApp integration, due to its dependency on Facebook, which wasn’t clearly communicated initially.
• Website Navigation and Setup Challenges: Users report difficulties in navigating the website, stating that even with documentation, setting up functions can be confusing.

Twilio Pricing

Twilio SMS pricing is based on the number of SMS volumes. Its pricing for the same starts at $0.0069 and goes up to $0.0079. 

Twilio Integrations

Twilio offers integrations with various third-party software: 

• WordPress
• Google Forms
• MailChimp
• HubSpot CRM
• Zoho CRM
• Housecall Pro
• Zapier
• Airtable
• Freshdesk

Twilio Reviews and Ratings

Twilio has a rating of 4.4 on Capterra and on G2 it has 4.2 ratings. Here is what customers are saying about this cell phone call routing system:

“Level of customer service – our issue with the US carrier has been handled for more than 2 weeks with no success. And Twilio is based in the US. Use of AI in Customer support – no result, tons of disappointment. Kicking the ticket from one department to another knowing the importance of the matter for us and our customers.”

“Twilio abruptly turned off the service without any warning leaving people unable to sign up to the app. The timing was terrible as a number of affiliates had started promoting. What’s even more insulting is that our pleas for support just went ignored and 4 days later we haven’t had a response. This company does not deserve your business. They allowed our start-up to get scammed via toll fraud then when we disputed the payment they abruptly paused our account a month later without warning purely as an act of revenge. Absolutely unconscionable unethical and unprofessional conduct.”

Source: Capterra

9. RingCentral

What is RingCentral?

RingCentral is another live call routing system that is equipped with PBX features, for example multiple extensions, call control, auto-receptionist, call logs, and rule-based business call routing. This platform integrates with various tools like Outlook, Salesforce, and Google Docs, along with providing a centralized communication solution for all kinds of businesses.

RingCentral Features

• Automatic Call Distribution: A method of routing incoming calls to the next available agent based on predefined rules.
• CRM (Customer Relationship Management): A software system used to manage interactions and relationships with current and potential customers.
• Call Recording: The process of capturing and storing phone conversations for quality assurance, training, or legal purposes.
• Call Reporting: A feature that generates reports on various call metrics, including volume, wait time, and agent performance.
• Call Routing: The process of directing a call to the appropriate agent or department based on predefined criteria.
• Call Scheduling: The planning and management of when calls should be made or received, often tied to marketing or customer outreach campaigns.
• Contact Database: A digital repository of customer contact information, typically used for marketing or customer service.
• Contact Management: The process of organizing, tracking, and managing customer or lead information in a CRM system.
• For Call Centers: Tools and services specifically designed to help call centers manage their operations, including customer support, marketing, and performance monitoring.
• IVR (Interactive Voice Response): An automated phone system that interacts with callers through pre-recorded voice prompts and menu options to gather information or route calls.

RingCentral Pros

• Excellent Incoming Fax Line and User-Friendly System: Customers state that the incoming fax line is reliable and the system is easy to use, including training and system setup.
• Smooth Transition from Google Voice to RingCentral: According to customers, the switch from Google Voice to RingCentral has been impressive due to the clean and practical interface on the web version.
• Effective Platform for Client and Prospect Communication: customer highlights how the software provides an excellent platform for interacting with clients and prospects while also assisting in customer management.
• Great Customer Service and Better Pricing: Customers express satisfaction with both the superior customer service and the better value they receive with RingCentral compared to previous services.

 RingCentral Cons

• Minor Delays When Working Remotely: Customer reports occasional delays when using RingCentral remotely.
• Lack of Advance Notice on Service Interruptions: Customer says that RingCentral does not provide earlier warnings before suspending services due to subscription issues.
• Lost Support Records: Customers experience issues with RingCentral’s support, stating they had to repeat their issue multiple times due to lost records.
• Phone Call Notification Issues: Customers also mention that sometimes incoming calls do not ring or appear until a missed call notification is received.

RingCentral Pricing 

RingCentral offers various pricing plans including:

• Core: $30 /user/month
• Advanced: $35 /user/month
• Ultra: $45 /user/month

RingCentral Integrations

RingCentral offers integrations with various third-party software: 

• Salesforce
• Hubspot
• Zoho CRM
• Slack
• Zendesk
• Freshdesk
• Five9
• Pipedrive

RingCentral  Reviews and Ratings

RingCentral has a rating of 4.3 on Capterra, and on G2 is has gotten 4.0 ratings. Here is what customers are saying about this phone system direct routing:

“Sometimes it’s really hard to find things and user information, and it is overcomplicated in areas it shouldn’t be. I have also found it hard to communicate with customer service.”

“There are some bugs that really need to be fixed. Some functions are not easy to understand and sometimes the app wouldn’t allow more than 10 people in the meeting.”

Source: Capterra

10. Vonage

What is Vonage?

Vonage offers cloud communications services for businesses, including voice, video, and data communications. Its unified communications platforms integrate services like video conferencing, voicemail transcription, and desktop sharing, using voice as a platform.

Vonage Features

• Automatic Call Distribution: A system that automatically directs incoming calls to the appropriate available agent or department based on predefined criteria.
• Call Center Management: The process of overseeing and optimizing the operations of a call center, including staffing, performance, and workflow management.
• Call Conferencing: A feature that allows multiple participants to join the same call, enabling group discussions or collaboration.
• Call Logging: The process of recording and storing details of each phone call, including call time, duration, and outcome, for reference or analysis.
• Call Monitoring: The practice of observing live calls between agents and customers to ensure quality, provide training, or ensure compliance with standards.
• Call Recording: The act of capturing and storing phone conversations, typically for quality assurance, legal, or training purposes.
• Business Call Routing: A system that directs incoming calls to the correct agent, department, or location based on specific criteria like availability, language preference, or issue type.
• Call Scripting: The use of predefined scripts or guidelines for agents to follow during calls to ensure consistent messaging and improve customer service.
• Call Transfer: The process of transferring an ongoing call from one agent to another or to a different department, often to provide better assistance or resolve specific issues.

Vonage Pros 

• Worth the Investment Despite Higher Cost: The customer recommends the software, noting that although it’s slightly more expensive, the quality justifies the price.
• Easy to Use with Excellent Voice Quality: Customers also find the software easy to use, with great voice quality, and sees it as the best value for their business.

Vonage Cons

• Latency and Lag When Using Mobile from Home: Customers report significant latency and lag when using mobile to answer office calls from home, sometimes causing frustrating call interruptions.
• Difficulty Reaching Customer Service for Urgent Issues: Users also mention about the inability to reach customer service quickly, leaving their business without phone service for several days.
• Ongoing Billing Issues: Customers face issues with constant billing disputes, leading them to consider moving on from the service.
• Poor Customer Support and Rude Service: The customer support team is rude and unhelpful when dealing with pricing concerns, giving an ultimatum of paying or losing service.

Vonage Pricing

• Mobile plan: starts at $10.49 per user/month
• Premium plan: $17.49 per user/month
• Advanced plan: $24.49 per user/month

Vonage offers different pricing options:

Vonage Integrations

Vonage offers integrations with various third-party software: 

• Salesforce Sales Cloud
• LiveAgent
• Microsoft Outlook
• Pipeline CRM
• TenFold
• Bullhorn ATS & CRM
• VanillaSoft
• LoanPro

Vonage Review and Ratings

Vonage has a rating of 4.1 on Capterra, and on G2, it has 4.3 ratings. Here is what customers are saying about this business call routing for small businesses:

“It can be a bit complex to understand how to connect everything to get the call flow in order.”

“We least like the price point and the long contracts that would auto renew without a notification and even on weekends/ holiday”

Source: Capterra

Why Is Emitrr The Best Call Routing Software for Businesses?

• Advanced AI-Powered Call Routing: Emitrr uses advanced artificial intelligence to intelligently route calls to the right departments, teams, or people. The AI system analyzes the customer query, identifies their intent, and dynamically routes calls based on predefined criteria or real-time data. This ensures faster, more accurate responses, which increases customer satisfaction and improves operational efficiency.
  
• Great Value for Money: Emitrr is one of the best values available as it provides a cheap option with more than 100 reviews on GetApp and Capterra platforms.
  
• Outstanding Customer Support: It has gained a perfect score of 5/5 in customer support, as rated by more than 100 reviews on Capterra. The help it gives its customers is exceptional.
  
• Integration Capability: It can be integrated with more than 500+ CRM applications, thus saving company’s time and reducing the effort it takes to manually find customer information.

• Extensive Features: Emitrr is the provider of the highest range of features for any kind of business. The tool deals with call routing, which can be used for basic to advanced functionality, such as call recording, multi-channel support, and automated follow-up. Emitrr helps companies streamline their operations and give customers the best services.

• Goes Beyond call routing: The best call routing services are not just limited to call routing. The software extends its functionality to integrate with customer relationship management (CRM) systems, support multi-channel communication (email, SMS, chat) and more. This versatility allows businesses to improve the overall customer experience, regardless of the communication channel being used.

Conclusion

Call routing software like Emitrr, the best call routing service is indispensable for businesses that want to enhance customer service and ease communication. With features including AI-powered routing, customized greetings, advanced IVR systems, and built-in analytics, Emitrr ensures calls are run efficiently, thereby improving both customer satisfaction and operational performance. To take your customer experience to the next level, book a demo today and see how Emitrr, best call routing services can transform your business communication.

Frequently Asked Questions