Call center operations could turn chaotic in the absence of a proper call management system. Call center scripting software ensures a smooth call flow and guides agents through interactions with customers, simplifying customer relationship management and helping boost agent productivity. Some benefits of call center scripting software include enhanced reporting features to help managers develop strategic plans, easy data access, decreased costs, and better sales.
We’ve compiled a list of the top 10 best call center scripting software, along with the pros and cons of each, to help you pick the software that is best suited for your specific needs.
Top 10 Call Center Scripting Software
- Nextiva – Best Overall
- Cloudtalk – Best for Remote and Distributed Teams
- 8×8 Contact Center – Best for Enterprise-Grade Security
- CrazyCall – Best for Outbound Sales
- RingCentral Contact Center – Best for Advanced Features
- Talkdesk – Best for End-to-End Customer Experience
- Five9 – Best All-in-One Contact Center Software
- Zendesk Talk – Best for Automated Ticketing and Support
- Genesys – Best for Scheduling in a Call Center
- Freshcaller – Best for Teams of All Sizes
1. Nextiva – Best Overall
Pricing: Nextiva’s pricing plans depend on the number of users. For 20-99 users, Nextiva’s Essential plan is $18.95/user/month, the Professional plan is $22.95/user/month, the Enterprise plan is $32.95/user/month, and the Ultimate plan is $57.95/user/month. Pricing of plans for more than 500 users is cheaper. For example, for over 100 users, the Ultimate plan would be $52.95/user/month.
Nextiva is easy to use and affordable. By using Nextiva, you will be able to handle as many inbound or outbound calls as you need with fewer agents. The software brings important communication channels, like voice, video, collaboration, SMS, chat, and surveys, together. Some key features include IVR, automatic call routing, and call queuing. Users can optimize agent call flow, leverage virtual agents to automate interactions, and streamline the caller’s experience. Since 2018, Nextiva has had zero outages, while serving over 100,000 customers with over 1 billion conversations per year.
| Pros | Cons |
| Easy to use | The app can be a little glitchy sometimes |
| Excellent customer support | Setup can take time |
| Wide variety of useful features | – |
| Affordable | – |
| Intelligent call distribution | – |
2. Cloudtalk – Best for Remote and Distributed Teams
Pricing: Cloudtalk’s Starter plan is $25/user/month, the Essential plan is $30/user/month, and the Expert plan is $50/user/month. Contact Cloudtalk for custom pricing designed to fit your specific needs.
Cloudtalk powers more than 2,400 call centers and is trusted by businesses like DHL, Mercedes-Benz, and Revolut. The software leverages cloud technology for better security and lets users run virtual call centers from anywhere in the world. The platform is intuitive, including a great dashboard with various insights. Cloudtalk’s Smart IVR is an amazing feature that routes calls to the people who need to take them. By using Cloudtalk, you will be able to choose language preferences and map out your customers’ journeys with the drag and drop call flow designer.
| Pros | Cons |
| Intuitive user interface | The software can be slow at times |
| Easy and convenient to use | The app is prone to glitches |
| Ability to easily connect the tool with any CRM | – |
| Great set of features | – |
| Excellent dashboard | – |
3. 8×8 Contact Center – Best for Enterprise-Grade Security
Pricing: 8×8 Contact Center offers a 30-day free trial for its small business phone system plan. For a custom quote, please contact the 8×8 Contact Center sales team.
Some of 8×8 Contact Center’s top features include skill-based call routing, web callback, IVR, queued callback, and inbound chat, email, and social channel contact solutions. Your call center agents will be able to communicate with customers on any channel within one platform by using 8×8 Contact Center. Your call center will also surely benefit from the software’s real-time analytics and reports that detail customer journeys and wait times across all channels. 8×8 Contact Center integrates with CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more.
| Pros | Cons |
| Omnichannel routing | The call center system and phone system are separate |
| Real-time analytics | Customer support tends to have longer wait times |
| Consolidated reporting | – |
| Ability to enable direct extension dialing | – |
| Great Speech Analytics section | – |
| Easy to set up | – |
4. CrazyCall – Best for Outbound Sales
Pricing: CrazyCall’s Plus plan is $30/user/month, and the Standard plan is $20/user/month. Both plans come with a free trial.
CrazyCall is a top solution for sales teams, featuring auto-dialing, call script, call monitoring, call transfers, click to call, and a callback widget. The software also includes tools for lead generation on your website and real-time reports. CrazyCall lets users choose numbers from over 60 countries, making it easier to appear local to leads and clients. Companies can monitor their team’s progress with live call listening and dashboards. They can also use call recordings to evaluate each conversation’s quality.
| Pros | Cons |
| One-click dialing directly from the computer | Inbound call functionality is still somewhat limited |
| Local numbers used in dialing | Downloading reports from the cloud can be slow at times |
| Affordable | – |
| Wide variety of useful features | – |
| Solutions for eCommerce shops, small businesses, and support teams | – |
5. RingCentral Contact Center – Best for Advanced Features
Pricing: RingCentral Contact Center’s Essentials plan is $19.99/user/month, the Standard plan is $27.99/user/month, the Premium plan is $34.99/user/month, and the Ultimate plan is $49.99/user/month. RingCentral Contact Center offers free trials for all their plans except for the Ultimate plan.
RingCentral Contact Center has a deep selection of applications and pre-built integrations. By using RingCentral Contact Center, you will be able to connect your call center to your CRM, ERP, or marketing automation software. RingCentral has more than 40 comprehensive features like call queueing, workforce management tools, and intelligent routing. Some administrative and management features include call recording, surveys, and analytics. RingCentral Contact Center has a guaranteed uptime of 99.999%, and the software will let your call center agents work from anywhere.
| Pros | Cons |
| Over 40 robust features | The initial setup is fairly complicated |
| 99.99% guaranteed uptime | Some features could be improved |
| Highly configurable | Pricey |
| Great customer service | – |
| Extensive reporting system | – |
6. Talkdesk – Best for End-to-End Customer Experience
Pricing: Talkdesk’s CX Cloud Essentials is $75/user/month, the CX Cloud Elevate is $95/user/month, and the CX Cloud Elite is $125/user/month. For Talkdesk’s Experience Clouds, please contact a sales representative to request a quote.
Talkdesk’s contact center software is their most popular product. The software includes an end-to-end customer experience solution. Some other features include an outbound dialer, customer self-service, omnichannel support, call recording, AI virtual assistant, reporting and analytics, and integrations with Salesforce, Slack, Microsoft Teams, Xoom, and more. More than 1,8000 businesses like IBM, Peloton and Dropbox use Talkdesk’s call center software.
| Pros | Cons |
| End-to-end customer experience | Some features could use further polishing |
| Omnichannel support | The integration section could be difficult to navigate at times |
| Customized solutions | – |
| Friendly and easy to use user interface | – |
| Useful functionality | – |
| Great reporting feature | – |
7. Five9 – Best All-in-One Contact Center Software
Pricing: Five9 offers four different packages. To request a quote for each, please visit Five9’s website.
Five9 is one of the first players in the call center scripting software market. Five9 offers a cloud-based call center solution, with features like auto-dialing/predictive dialing, outbound and inbound calls, omnichannel communication via email, chat, mobile, and social media, CRM options and integration, and DNC list compliance, among others. While Five9 lacks some more robust collaboration features, it is an extremely powerful solution for call handling. Five9 is used by more than 2,000 customers worldwide.
| Pros | Cons |
| Intuitive user interface | Some features could be improved |
| Excellent customer service | Reporting features could be difficult to figure out at first |
| Scalable | Updates can sometimes cause errors in the system |
| Great and customizable reporting functions | – |
| Desktop adaptor | – |
| Easy deployment | – |
8. Zendesk Talk – Best for Automated Ticketing and Support
Pricing: Zendesk Talk offers free trials for all their plans. The Suite Team plan is $49/agent/month, the Suite Growth plan is $79/agent/month, and the Suite Professional plan is $99/agent/month.
Zendesk Talk is built directly into the ticketing system for Zendesk Support. By using Zendesk Talk, you will have access to full customer history and extra features like automatic ticket creation and call recording. Zendesk Talk is designed to eliminate unproductive tasks while improving the support process. Some key features include custom greetings, local and toll-free numbers, browser-based calls, call blocking, conference calling, group routing, advanced analytics, and a real-time dashboard.
| Pros | Cons |
| Integrates with Zendesk support | Difficult initial setup |
| Allows for quick resolve with a one-touch resolution for customers | Prone to a few call drops |
| Ability to track interactions with customers on one ticket | The audio could be improved |
| Availability management | – |
| Easy to understand the software | – |
| Great call recording feature | – |
| Useful insights from metrics | – |
9. Genesys – Best for Scheduling in a Call Center
Pricing: Genesys Cloud CX 1 plan is $75/month, the Cloud CX 2 plan is $110/month, and the Cloud CX 3 is $140/month. For Genesys Choice and DX plans, please contact a sales representative.
Founded in 1990, Genesys has become a well-established software solution. More than 2,700 organizations in over 80 countries use Genesys. Genesys has an intuitive interface that makes the software easy to use. Some key features include native or third-party AI chatbots, predictive routing, call whispering, call barging, screen recording, and platform APIs. Managers can also monitor in-progress interactions by using Genesys. Genesys integrates with hundreds of apps including Salesforce.
| Pros | Cons |
| Intuitive interface | Prone to some outages and glitches |
| Continous rollout of new features and improvement of existing ones | Prone to data lags |
| Great set of useful features | Filtering capabilities could be improved |
| Integrates with hundreds of apps | – |
| Unlimited chat and email routing | – |
| Single system for all customer interactions | – |
10. Freshcaller – Best for Teams of All Sizes
Pricing: Freshworks has three different plans for its Freshcaller software. One of the plans is free but very limited. The Growth plan is $15/agent/month, the Pro plan is $39/agent/month, and the Enterprise plan is $69/agent/month.
Freshcaller is a cloud-based call center solution used by over 6,000 businesses. Inbound sales agents and customer support teams use Freshcaller. Some important features include custom greetings and ringtones, advanced queues, blind transfers, advanced call metrics, call monitoring, abandoned call metrics, custom agent status, omnichannel routing, as well as agent activity reports.
| Pros | Cons |
| Wide range of features | The software is missing some key features |
| Agent performance evaluator | Call flows are not customizable |
| Good sound quality | The app is prone to bugs |
| Easy setup | – |
| Excellent tech support | – |
| Easy to use | – |
Questions to Ask Before Purchasing Call Center Scripting Software
Is your call center scripting software scalable?
Before investing in call center scripting software, make sure that the solution can grow with you. Find out how many seats the software is scalable to and if it supports multiple CTI and telephony servers.
What features does your call center scripting software include?
While most call center scripting software include some of the same features, they can also differ. Prepare a checklist of some features you cannot go without. Predictive dialer, IVR, voice and screen recording, centralized lead uploader, and dynamic CLI options are just a couple of features you will most likely need.
Does your call center scripting software integrate with my existing application?
Backend integration is paramount when looking for a new call center scripting software. Without backend integration, your agents will find it difficult to pinpoint customer information. Look for software that integrates with databases like Salesforce, Oracle, Microsoft Teams, and Slack, among others.
How customizable is your call center scripting software?
Ask if customization is possible for things like routing parameters and automation rules before buying a new call center scripting software.
What level of customer support can I expect?
Customer service responsiveness differentiates call center scripting software providers. This type of software is usually packed with features, so a great provider will offer around-the-clock customer support. Steer clear of providers that only offer email responses from customer support.