In today’s fast-paced business landscape, delivering exceptional customer service is crucial in order for small businesses to thrive and grow. That’s where call center software comes into play: providing efficient and streamlined communication solutions. In this article, we will explore the top call center software solutions specifically tailored for small businesses, their key features, and their benefits. Whether you’re looking to enhance customer support or optimize your sales operations, these solutions can empower your business to reach new heights.
What is small business call center software?
Call center software for small businesses is a blanket term for a digital-based tool which can help manage company communications. They can include a variety of specialized tools and technologies designed to manage inbound and outbound customer interactions efficiently. It enables businesses to handle a high volume of calls, track customer interactions, streamline workflows, and improve overall customer experience.
There is a variety of such software. Primarily, it is often grouped in three different ways:
- Cloud-based: Here, you pay a monthly subscription fee in order to access the communication tools (essentially, you are “renting” the virtual call center software).
- On site: Everything is yours. You paid a one-time fee to purchase it (or, in extremely rare instances, your company created it), and everything from start to finish is in-house.
- Hosted platforms: Here, your inbound or outbound call center uses the software you own, but the tools (computers, modems, routers, etc.) are rented from an external company.
The list of best small business call center software
Now, there is a ton of small business call center software out there. If you are just starting out – or are looking for a place to start – it can be difficult to parse through it. Which is where we come in!
- MightyCall – best all around
- OpenPhone – best bang for your buck
- Aircall – best for ease of use
- CallHippo – best for cutting-edge features
- Cloudtalk – best for features focused on contact centers
- Toky – best for international calling
- Nextiva – best for AI integration
- JustCall – best for large-scale industry use
- Dialpad – best for integrations
- Ringover – best for international companies
- Ozonetel – best for call management
- RingCentral – best for hybrid teams
These solutions vary in terms of what they offer, pricing, and features, but all can give your business a boost.
Locking down the right call center software solutions for your small business
But before we get to the list, we need to make crystal clear why it’s important to get the right remote call center solution for you. It is a big investment, after all, and one which is changeable, but not easily so. The right platform can solve immense problems if you plan ahead. But it’s important to firstly realize what those problems might be. Here are some to keep an eye out for:
- Low customer satisfaction: Surveys show that the average American customer satisfaction score (when it comes to call centers) has skyrocketed over the past few years, from the low 70s post-COVID to almost 80% in early 2024. This means customers are increasingly expecting good service – which means you have to provide it.
- High costs: Running a call center means potentially hiring a lot of people. That in turn can cost you lots of cash. But with effective call center software, you can reduce that cost.
- Low professionalism: Having a phone ring and ring makes you seem like you do not care about your customers. Call center providers who are quick to respond are going to increase their business’ professionalism in the eyes of their callers.
12 best call center software for small business
MightyCall
MightyCall has been providing tools for bigger and smaller companies since 2013, offering call center software for larger customers whilst also helping small businesses process incoming and outgoing calls, among other things. Their long list of features is well thought-out, and nothing is thrown on for show. Call center features like their call monitoring suite help keep things running smoothly, and their call flow designer is useful for businesses of any size.
Pricing
MightyCall offers four different price* plans:
- Core: $20
- Pro: $30
- Power: $40
- Enterprise: $50
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
Yes, MightyCall offers a free 7-day trial.
Pros and Cons
| Pros | Cons |
|---|---|
| A raft of features targeted specifically to contact centers | Large amount of price plans may be too much choice for some |
| Easily accessible web panel | Does not offer video conferencing |
| Very high reliability for a call center software provider | |
| Strong customer service |
Key features:
- Auto dialers
- Live call monitoring
- Real-time analytics
- Multi-level IVR
- Call notes
- Call whisper
- Automatic call distribution
Key integrations:
User reviews and experience
G2 rating: 4.5/5
MightyCall has been continuously winning G2 Leader Awards due to lots of positive reviews, with most users liking its helpful customer support. Users had good things to say about the MightyCall’s high usability, along with an impressive number of features offered.
OpenPhone
OpenPhone is relatively new to the scene, having been only founded around 2018. As a cloud-based solution with powerful features, they established a strong market presence among smaller companies, since they can offer users the ability to provide strong customer service.
Pricing
OpenPhone offers 3 different price* plans:
- Starter: $19
- Business: $33
- Enterprise: Talk with their salesperson
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
Yes, OpenPhone offers a 7-day free trial.
Pros and Cons
| Pros | Cons |
|---|---|
| Offers inexpensive pricing options | Not many toll-free numbers are offered (important for call center software) |
| An easy-to-understand interface | No video calling available |
| Limited third-party integrations |
Key features:
- Call transfer
- Custom ring orders
- Voicemail transcripts
- Audit log
Key integrations:
- Zapier
- Slack
- Salesforce
User reviews and experience
G2 rating: 4.7/5
OpenPhone is a very highly rated software. Users found the service to be flexible, simple to use, and well-rounded. However, some note that the call quality can be lacking, and it could use more features.
Aircall
Aircall is celebrating its 10-year anniversary this year, providing users with a cloud-based call center platform equipped with advanced features. It is a rather well-known VoIP software, and having an established market presence, Aircall keeps growing and expanding to the needs of its customers.
Pricing
Aircall offers 3 different price* plans:
- Essentials: $40
- Professional: $70
- Custom: Call for details
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
Yes, Aircall offers a standard 7-day free trial.
Pros and Cons
| Pros | Cons |
|---|---|
| Aircall is considered very easy to use | Some users reported that call quality was an issue |
| Integrations are simple to set up | Missing key contact center software features |
| Intuitive interface | Additional costs for some advanced features |
Key features:
- Call Center Analytics
- IVR
- Key Topic Recognition
- Virtual call center
Key integrations:
- Hubspot
- Fireberry
- ActiveCampaign
User reviews and experience
G2 rating: 4.3/5
While Aircall is considered generally easy to use, some users noted that it can be difficult to find old call records.
CallHippo
Like Aircall, CallHippo was founded in the mid-2010s. While their name may evoke images of something big and bulky, their services are in fact quite streamlined and straightforward to use. This call center software also incorporates AI into their services, giving them modern (and cutting) edge features.
Pricing
CallHippo offers 3 different price* plans:
- Starter: $25
- Professional: $40
- Ultimate: $55
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
Yes, CallHippo offers a 10-day free trial on its Ultimate plan.
Pros and Cons
| Pros | Cons |
|---|---|
| AI technology can help larger contact centers to manage a high call influx | IVR is not available on lowest price plan |
| Lots of very unique features (like Gamification) | On the more expensive end of things |
| Moderately priced | Users reported dropped calls |
Key features:
- Global Connect
- Gamification
- Call Queuing
- Call Barging
Key integrations:
- HappyFox
- Wingman
- Airtable
User reviews and experience
G2 rating: 4.4/5
Users reported that CallHippo was very easy to set up and gave a good return on investment, but at times said calls could be choppy.
Cloudtalk
As with many on our list, CloudTalk was also founded in the mid-2010s! As you can undoubtedly tell by their moniker, Cloudtalk is a call center software for small businesses. And like CallHippo, they too include the use of artificial intelligence in their products.
Pricing
Cloudtalk offers users four different price* plans:
- Starter: $34
- Essential: $39
- Expert: $69
- Custom: Contact them for a tailor-made offer
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
Yes, Cloudtalk offers a 14-day free trial.
Pros and Cons
| Pros | Cons |
|---|---|
| High degree of contact center focused features | Definitely on the pricier end of things |
| Offers 24/7 live human support, which is relatively rare | Salesforce – a common integration – is only available starting on their Expert plan |
| Moderately priced | Their dialer has been reported to have issues |
Key features:
- Call Transfers
- Call Flow Designer
- Skill-Based Routing
- Agent Status
Key integrations:
- Salesforce
- Pipedrive
- Intercom
User reviews and experience
G2 rating: 4.3/5
Users were likely to report that there are audio and call issues when using Cloudtalk, but complimented it on its ease of use.
Toky
Toky was founded in 2014. While they are lesser known than some others on our list, they are an affordable, easy-to-use call center solution for users looking for a cheaper option. They do have something that definitely sets the service apart from the competitors: Toky sells international numbers to its customers.
Pricing
Toky offers users three different price* plans:
- Entrepreneur: $25
- Business: $35
- Enterprise: Pricing varies by need (contact them)
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
We could not find any indication that Toky offers users a free trial.
Pros and Cons
| Pros | Cons |
|---|---|
| Relatively inexpensive (for the service itself) | Some usability issues were reported |
| Toll-free numbers cost as much as local numbers | Numbers are costly per month |
| Easy access to international calling | CRM integrations are reportedly not reliable |
Key features:
- Email Support
- SMS messaging
- Unlimited inbound calls
- Dialer bot
Key integrations:
- Zapier
- Front
- Salesforce
User reviews and experience
G2 rating: 3.7/5
Users reported that there are problems with the app design and functionality, though some users said it was very easy to use. Some users also reported issues with the call quality.
Nextiva
Nextiva joins others in our list in the rush to have integrated AI into their service. They are also one of the more experienced in our offerings, having been working to provide contact center software for small businesses for nearly two decades (it was founded back in 2006).
Pricing
Nextiva offers users two different price* plan types: one for small business, and one for enterprises.
For the former, the prices are as follows:
- Digital: $25
- Core: $35
- Engage: $50
- Power Suite: $75
For the latter, their prices are:
- Essential: $129
- Professional: $159
- Premium: $199
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
While Nextiva does offer a free demo for their various pricing plans, we could find no indication that they offer users a free trial. This small business call center software offers a free trial for their NextivaONE app, but it does not appear that this product is intended for small call centers.
Pros and Cons
| Pros | Cons |
|---|---|
| Robust feature set | Some plans are significantly more expensive than their competitors |
| Scalable if your call center grows rapidly | Users reported that number blocking is a difficult process to undertake |
| Excellent customer support |
Key features:
- Website live chat
- Video meetings
- Call routing
- Advanced IVR
Key integrations:
- Zoho
- Salesforce
- Microsoft Teams
User reviews and experience
G2 rating: 4.5/5
Most users loved their customer support interactions, while some remained disappointed due to the long wait times. Some users had dropped calls, others had a hard time understanding how the service works. Overall, however, users were quite satisfied with the product, giving it very high marks.
JustCall
Yet another mid-2010s era entry on our list, JustCall is focused on providing major industries (including large-scale call center for small business) with AI-integrated software, though the AI software is not fully integrated into all of their services
Pricing
JustCall has a Base Suite and an AI Suite. The prices* for the Base Suite are as follows:
- Essentials: $29
- Team: $39
- Pro: $69
- Business: Contact them for more
For the AI Suite, the pricing is:
- Team Plus: $69
- Pro Plus: $109
- Business Plus: Contact them for more
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
JustCall does offer potential users a 14-day free trial.
Pros and Cons
| Pros | Cons |
|---|---|
| Easy call management | Some key call center software features are missing |
| Allows for comprehensive call analytics | One of the more expensive options on our list |
| High amount of integrations |
Key features:
- Secured line
- SMS segments
- Multi-channel transcription
- Coaching comments
Key integrations:
- Slack
- Google suite
- Hubspot
User reviews and experience
G2 rating: 4.3/5
JustCall’s call center service received high praise for their ease of use, though some users reported experienced call quality issues.
Dialpad
Coming in at nearly 15 years of age, Dialpad offers a cloud-based communication platform with call center capabilities. Plus, like some others on our list, they have integrated AI into their services. Dialpad has many interesting features and is a rather powerful provider, one of its most impressive tools being the ability to host up to 1,000 people in video meetings.
Pricing
Dialpad’s Business Communications prices* are as follows:
- Standard: $27
- Pro: $35
- Enterprise: Contact them for more
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
Dialpad offers potential users a 14-day free trial.
Pros and Cons
| Pros | Cons |
|---|---|
| Very user-friendly interface | Advanced features may require higher-tier plans |
| Seamless integration with popular business tools | |
| AI is integrated well (as opposed to being just stamped on for attention) |
Key features:
- Visual voicemail
- Local presence
- Business text messaging
- Omnichannel
Key integrations:
- Salesforce
- Zendesk
- Zoho
User reviews and experience
G2 rating: 4.4/5
Dialpad was highly rated for its ease of use and features, but some complained about issues with audio quality.
Ringover
Though Ringover is not as well known as some other inbound call centers on our list, as it only reached the US market in 2021. It is, however, one of the oldest VoIP systems. Founded in 2005 by two French entrepreneurs, the company is driven to provide advances in the world of telecommunications.
Pricing
Ringover’s prices* are as follows:
- Smart: $29
- Business: $54
- Advanced: $64
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
Ringover offers potential users a free 7-day trial for their Smart plan.
Pros and Cons
| Pros | Cons |
|---|---|
| Used by many international companies | Cannot sync contacts from phone to Ringover’s app |
| Easily facilitates remote work | |
| Strong audio quality |
Key features:
- Business greetings
- Statistics and reporting
- SMS and Fax
- Call distributing and queuing
Key integrations:
- Freshdesk
- Pipedrive
- Zoho
User reviews and experience
G2 rating: 4.6/5
Many users of Ringover were of the international variety, and those users were happy with their international calling. Although it is easy to use, some users still run into technical difficulties, such as not being able to identify missed calls.
Ozontel
Ozontel is India’s first cloud-based communication system, founded in 2007. This cloud-based call center solution for small business is, like the above Ringover, not so well known in the US market, but they surely operate in it. Ozonetel offers a large amount of features and punch above their (relatively) little-known name.
Pricing
Ozonetel has opaque pricing; while other websites claim to provide how much their prices are, as that is not official information we will not share it.
Free trial?
Yes, Ozontel offers a seven-day free trial.
Pros and Cons
| Pros | Cons |
|---|---|
| Large amount of well-developed features | Customer service is considered to be slow |
| Highly-rated call management, crucial for call center software for small business | |
| User-friendly interface |
Key features:
- Call Controls
- Customized Hold Music
- Self Service
- Skill routing
Key integrations:
- Salesforce
- Zendesk
- Freshdesk
User reviews and experience
G2 rating: 4.6/5
Reviews indicate strong satisfaction with the service – as it is one of the higher rated services on our list – though some users had issues with SIP connectivity.
RingCentral
Closing out our list is RingCentral, which is tied with MightyCall for being in the game the longest (having been founded in 1999 in California). It even has its own webinar, where the company’s experts host events for up to 3000 attendees. RingCentral is a large company that provides lots of features for any call center for small businesses.
Pricing
RingCentral offers a few different pricing* plans:
- Core: $30
- Advanced: $35
- Ultra: $45
All prices, listed here and below, are the monthly price per user (unless otherwise stated).
Free trial?
Yes, RingCentral offers a free 14-day trial.
Pros and Cons
| Pros | Cons |
|---|---|
| Long record of delivering for the best small business call centers | Queue management – considered crucial for any contact center solution – is problematic |
| Lots of well-tested, thought-through features for small and large customer service providers | |
| Well rounded product |
Key features:
- Automatic call recording
- IVR Editor
- Call flip
- Business SMS
Key integrations:
- Box
- Zendesk
- Slack
User reviews and experience
G2 rating: 4.0/5
As far as contact center software for small business goes, RingCentral is well-received for its well-roundedness. Some users have critiqued it for a lack of customer service, however.
How we ranked these small business contact center and call center software
Obviously there is always some degree of subjectivity involved whenever one ranks anything, be it favorite video-game characters or small business contact center software. But there are still useful metrics from which one can measure the quality of a given communication channel, call dialer, or other type of software:
- Features: It’s not just about quantity, though that matters (even if you have truly great features, having only one or two will impact you negatively). But it is also about quality: you can have 50 features, but if they are poorly built or not thought-through, then it does not really matter.
- Price: The cold hard fact is that some services are overpriced. And while a small call center can certainly bring in a pretty penny, if something is too expensive, it’s too expensive.
- Call quality: Can you actually provide decent calling? It’s the most important aspect; no matter how nice other features are, if the actual call quality is poor, literally nothing else will matter.
- Reliability: So you have call quality, and you have a decent price. But if your service drops constantly (not due to signal, but to the call center software for smb itself), people are going to look for other options.
Top call center software features for small business needs
As you can tell by now, comprehensive contact center software must have both quantity and quality of features. Solutions like MightyCall have a plethora of call center features that can help to maximize your potential. With a free trial, you can see what you think of it.
In the meantime, here are a few must-have features:
- Interactive Voice Response (IVR): This is crucial for any inbound call center for small business. Without it, organization will be significantly more difficult. Allows callers to navigate through menu options using voice or keypad input, enhancing self-service options.
- CRM Integrations: One of the reasons we mentioned integrations in each of the above entries is because, in 2024, seamless integration is essential. Use these to access customer information, history, and personalize interactions.
- Reporting and Analytics: You cannot improve your contact center for small business is you do not know what is going on day to day. Robust reporting capabilities to track call volumes, agent performance, and customer satisfaction, and identify areas for improvement.
- Call Routing and Queuing: We’ve said it before and we’ll say it again: organization is key. Efficiently distribute incoming calls to the most appropriate agents or departments, minimizing wait times and improving response rates.
- Preview dialer: When you are conducting an outbound campaign, you need to give your call center agents all the tools they can have in order to be successful. That’s where this feature comes in, as it gives them access to basic information about the person they are calling.
- Real-Time Metrics and Dashboards: Having an overview of your small business call center is critical for success. Live monitoring of call center performance metrics through intuitive dashboards for instant insights and informed decision-making.
Key benefits of call center software for smb
The efficiency of your small business call center can be immensely improved by turning it into a cloud-based call center. That should be obvious by now! But if you are still skeptical, here are some key benefits:
Enhanced customer experience
There are various aspects of small business call center services that can help increase customer experiences. Efficient call routing, personalized interactions, CRM integration, and quick issue resolution all contribute to improved customer satisfaction.
Increased productivity
You do not want your agents to have to waste time. With automation of repetitive tasks, streamlined workflows, and access to real-time analytics, you can boost agent productivity.
Scalability
A contact center for small business can grow or shrink rapidly, depending on lots of different factors. With scalability, businesses can easily adjust their operations in order to accommodate growing customer demands.
Cost savings
A cloud-based solution can eliminate the need for expensive hardware and maintenance, offering cost-effective alternatives. That’s because you can access the technology with simple computers – even cell phones – and can cut out the bulky or expensive physical tech you oftentimes have to rent to use.
Business insights
Everyone should want to know how their business is doing. But with call center solutions for small business, you do not just know how it’s doing: you can see the tiniest details. Advanced reporting and analytics enable data-driven decision-making, identifying areas for improvement and maximizing performance.
Geographic freedom
Because of the ability to access these services via the cloud, your agents can conduct their work from anywhere – home, a quiet coffee shop, a coworking space, or an office – enabling you to have maximum flexibility.
How to choose call center software for small business?
Choosing the correct small business call center solution for your team will define your communication quality and the relationships with your team members and customers. When making the decision though, it’s worth keeping in mind a few different things:
- Assess your needs: Determine your specific requirements, such as call volume, desired features, and integration capabilities.
- Remember scalability: But make sure to think about what you may need in the future as well. Consider solutions that can accommodate your business growth and future needs.
- Focus on user-friendliness: Make things easy for your agents. Look for intuitive interfaces and easy setup to minimize training time and maximize productivity.
- Integration options: As we mentioned above, CRM integration is crucial to success for small contact centers in the modern corporate communication world. Ensure the solution integrates smoothly with your existing tools, such as CRM systems or helpdesk software.
- Pricing: Don’t let yourself get ripped off – by something too cheap or by something too expensive. Compare pricing plans and evaluate the value offered in relation to your business requirements.
- Customer support: Obviously, this is what the whole thing is all about. Make sure to research the provider’s customer support quality and responsiveness to address any issues promptly.
- Review the security: Security should never be an afterthought. Ensure that the software provides data protection measures, encryption, and compliance with regulations such as GDPR or HIPAA, depending on your geographical location and industry.
- Native Do Not Call (DNC) Compliance: Compliance with telemarketing laws is essential for any business making outbound calls. Opt for call center software that includes native integration with Do Not Call (DNC) list registries.
The right call center software for a small business can organize and supercharge your business
There are dozens – even hundreds – of different small business contact center solutions. Picking the right one for your business is essential. We hope our list has been helpful; feel free to refer back to it whenever you need. And whether you go with MightyCall or another service, make sure you get the one that is best for YOU!
