Best Contact Center CRM Of 2024

Zoho CRM’s Adaptive Intelligence allows for actionable insights tailor-made for each customer interaction. For a call center, this matters because as your database grows, the system adapts and evolves, ensuring that your call center agents aren’t overwhelmed with data but are provided with pertinent customer information to handle the call with efficiency. This feature paves the way for meaningful conversations that can convert leads into sales, even when dealing with a large volume of calls.

The Process Management tools in Zoho allow customization to an extent that each call can follow a unique script based on the customer’s profile and needs. As a call center scales, the number of scenarios it must prepare for multiplies. By allowing call agents to build a customizable flow for each call type, Zoho negates the one-size-finally-fits-all dilemma that often plagues larger call centers.

Call centers deal with a myriad of metrics, and the real-time reporting tools are designed to handle increased complexity as the business grows. Metrics can evolve from simple lead conversion rates to more complex parameters such as customer lifetime value or Net Promoter Scores. This adaptability is pivotal for call centers looking to scale, as it provides an ever-sharpening lens through which to view and improve performance.

For a growing call center, adaptability across multiple channels becomes increasingly important. Zoho’s mobile features and remote work options are designed to meet the expectations of a digital-first audience. Telephony integration and social media capabilities mean that customer interactions are not limited to just voice calls, but can occur on multiple platforms, ensuring a consistent brand image.

With its Developer Platform, Zoho also offers a path for call centers to scale beyond CRM. APIs and SDKs allow for integration with other systems, offering not just adaptability but also a potential pivot into a full-fledged customer experience platform, should the need arise.

Learn more: Read our Zoho CRM review.

Who should use it:

Contact centers with ambitious growth plans and a need for a high level of customization will find Zoho CRM to be a strategic investment.

• Standard: $14 per user per month
• Professional: $23 per user per month
• Enterprise: $40 per user per month
• Ultimate: $52 per user per month

Navigating the intricacies of customer relationships is a primary challenge for contact centers, and Freshsales addresses this by offering an all-encompassing Activity Home Dashboard. This singular screen gathers tasks, appointments and notes in a single view, making it easier for agents to multitask effectively.

It goes beyond traditional CRM systems by providing built-in phone capabilities, such as Parallel Calling and Warm Transfer, to reduce customer wait time and increase agent productivity. The scalable storage options, adjustable per user, allow for growth without requiring data migration or additional third-party storage services. This minimizes operational disruptions and prevents the loss of valuable customer data.

The feature set extends to multiple sales pipelines, which are beneficial for contact centers dealing with a variety of products or services, optimizing the sales process. With these targeted features, Freshsales offers a tailored experience for contact centers looking for efficiency, adaptability and data-driven decision-making.

Learn more: Read our Freshsales review.

Who should use it:

Contact centers requiring an amalgamation of task management, advanced call features and scalable data storage.

• Free
• Growth: $11 per user, per month
• Pro: $47 per user, per month
• Enterprise: $71 per user, per month

Bitrix24 excels at linking all the moving parts of today’s complex customer engagement process, making it an especially good fit for busy contact centers. With multifaceted tools for CRM and lead management, it unifies disparate functions under one technological roof, ‌making the workflow less fragmented. It goes beyond basic client databases and includes features such as omnichannel marketing and real-time sales management, offering a multidimensional view of customer relationships.

For contact centers that deal with massive volumes of data and require swift transitions between marketing and customer service channels, Bitrix24 is compelling. Not just a digital Rolodex, it actively manages customer relations from initial lead to closed deal with automation rules and triggers. Its project and team management features allow supervisors to oversee operations and adjust strategies instantaneously, an asset for high-stakes, fast-paced contact center environments.

The VoIP telephony and integrated live chats offer yet another layer of functionality, ensuring customer queries don’t fall through the cracks. Importantly, the mobile CRM functionality means agents aren’t tethered to their desks and can manage client interactions flexibly.

Learn more: Read our Bitrix24 review.

Who should use it:

Organizations seeking a multilayered approach to customer engagement, particularly in a contact center setting, will find Bitrix24 helpful.

• Free; $0
• Basic; $49 per month for five users
• Standard; $99 per month for 50 users
• Professional; $199 per month for 100 users
• Enterprise; $399-plus per month for 250-plus users

For enterprise contact center solutions, Microsoft Dynamics makes its mark with its focus on enterprise-level integration. This CRM system doesn’t just manage customer interactions; it digs deeper, offering a nexus of capabilities that lets contact centers handle everything from sales to project management. While this could be an overload for some, in a contact center setting, this all-in-one approach comes as a welcome boon. The attention to specific functions such as advanced pricing, promotions, loyalty programs and gift cards makes it a pivotal tool in a contact center environment.

Unlike many platforms that silo different business operations, Microsoft Dynamics consolidates them, directly affecting the efficiency of customer engagement. The particular attention given to order processing settings and data defaults for sales orders adds another layer of operational efficiency. This ensures that agents are well-equipped to navigate the most common customer queries and resolve them in record time.

Microsoft Dynamics’ interaction with the point-of-sale (POS) system for cross-channel order fulfillment is another worthy mention, given that it supports the natural flow of business processes, from inquiry to sale and service.

Who should use it:

Contact centers seeking an all-encompassing solution for complex, enterprise-level operations should consider Microsoft Dynamics.

• Varies by industry, but plans start at $70 per user per month

Apptivo provides a budget-friendly yet feature-rich CRM solution. One of the key advantages is the tiered pricing model, which starts at a palatable $8 per user per month when billed annually. This approach aligns well with the scalability needs of diverse sales teams, from small operations to enterprise-level organizations.

Of note are the multiple workflow options and custom fields, which afford teams the flexibility to tailor the system to their unique call center requirements. For instance, the “Ultimate” plan offers 150 workflows, granting teams the ability to automate repetitive tasks and keep the focus on customer interactions. Apptivo’s custom dashboard features let managers and agents track performance metrics, thereby aligning organizational objectives without sifting through irrelevant data.

Third-party service integration is available across all tiers, enabling the call center software to communicate with external systems, enhancing productivity and reducing the need for manual data entry. Coupled with 24/7 support, Apptivo becomes a reliable partner in achieving your contact center’s operational efficiency and customer service goals without costing a ton—this is especially important for startups and small businesses.

Who should use it:

Small to large contact centers looking for a customizable and scalable CRM solution on a budget.

• Lite; $20 per user per month
• Premium; $30 per user per month
• Ultimate; $50 per user per month
• Enterprise; Custom

When contact centers are the backbone of customer relations, a CRM solution needs to embody flexibility, offer varied automation options and maintain an affordable price structure. Agile CRM strikes a great balance between these. Starting with a free tier accommodating up to 10 users, it allows for scalability that suits both startups and larger enterprises. Its lead scoring system is ideal for call centers, as it helps prioritize customer interactions and route calls more efficiently.

Agile CRM also makes strides in the automation department with features such as automated voice mails and post-call automation, which means less manual work and a faster response time. The two-way telephony feature is not merely a basic phone integration; it acts as a bridge between the digital and telecommunication aspects of customer relations.

Marketing tools such as email campaigns and mobile marketing are integrated into the same dashboard, which means no toggling between different software. Agile CRM packs all these into a neat package with reasonable pricing, even for its enterprise solution.

Who should use it:

Contact centers looking for a cost-effective, automation-rich CRM solution that scales with growth.

HubSpot excels in data organization and speed of closing deals, attributes that any contact center will find indispensable. The system’s flexible deal pipelines can be modified to reflect the unique sales process of a contact center, filling a gap often overlooked by generic CRM systems. The automatic conversation routing aligns customer interactions with the agent best suited to their needs, thus enhancing both efficiency and customer satisfaction. With the option to develop up to 25 unique dashboards, each containing 30 individual reports, managers can dive deep into specific metrics relevant to their center’s performance with no unnecessary clutter.

A feature that particularly elevates HubSpot in a contact center environment is the built-in calling Software Development Kit (SDK). This makes it feasible to incorporate a variety of telephony tools directly into the CRM, a consideration that can be vital for centers dealing with high call volumes.

Learn more: Read our HubSpot review.

Who should use it:

Contact centers requiring a flexible CRM system with strong data analytics and call integration options.

• Free: $0
• Starter: $15 per month per seat
• Professional: $360 per month (includes three seats)
• Enterprise: $1,200 per month (includes five seats)