Top 5 Call Queuing Software: A Complete Review

In the world of customer service, no one likes waiting, and neither do your customers. Long hold times can leave your clients frustrated, impacting their experience and your brand’s reputation. 😤

That’s where call queuing software comes in, changing the way businesses manage their call traffic. The proper software makes it seamless, reduces wait times, and offers a seamless customer experience.

In this complete review, we’ll break down the top 5 call queuing software options, highlighting their unique features, pros, and cons.

Whether you’re a small business or a growing enterprise, we’ve got you covered.

Ready to optimize your customer service?

Let’s dive in! 👇🚀

🔑Key Highlights

• Call queuing software is a system that organizes incoming calls in a virtual line and distributes them to available agents based on predefined rules.

• Key features include intelligent routing, real-time analytics, multi-channel support, CRM integration, and scalability options.

• The top 5 call queuing software include Dialaxy, RingCentral Contact Center, TalkRoute, Talkdesk, and Aircall.

• When selecting call queuing software, consider call volume, integrations, budget, scalability, ease of use, and customer support.

What is Call Queuing Software?

Call queuing software is software that puts incoming calls in a virtual queue and directs them to available agents based on predetermined rules. It serves to attend to customers in an orderly manner, reducing waiting times and improving service productivity.

Key Features to Look for in Call Queuing Software

When choosing call queuing software, here are a few features that really make a difference in keeping things running smoothly:

1. Intelligent call routing

Properly distributing calls is key. Having options for FIRST IN, FIRST OUT (FIFO), priority-based, and skill-based call routing options is essential for routing to the available agent most able to foster first contact resolution and customer satisfaction

2. Real-time analytics and reporting

Real-time analytics allows for the monitoring of call handle times, wait time, agent performance metrics, and queue status. This enables you to effectively make informed decisions to improve metrics to provide better service levels and streamline your queue

3. Multi-channel support

Customers engage with organizations through many different channels. If your call queue management solution is usable across multiple voice, chat, and email, it will successfully support each mode of communication and provide quality support across it all.

4. Integration with CRM and helpdesk software

Integration of your call queue management software with helpdesk software and your (CRM) makes the processes smoother and increases customer experience. This gives agents easy access to customer information and previous contact history.

5. Scalability and customization options

Your business will grow, and your service software should have the ability to grow as well. After you have established your services with productive call queue management software, ensure to look for options that categorize and receive service requests or inquiries that can grow from there.

Top 5 Call Queuing Software: Detailed Review

When it comes to choosing the best call queuing software, it’s essential to compare different options based on features, pricing, and your business needs.

Here’s a breakdown of the top 5 Call Queuing Software:

1. Dialaxy

Dialaxy is a uniquely flexible call queuing solution created for businesses that desire precise control and analysis of their call operations. It focuses on customizability, which allows for specific workflows and reporting.

Key features:

• Advanced call routing and distribution.
• Real-time call monitoring and analytics.
• Customizable IVR and call menus.
• Integration with CRM systems.
• Skills-based routing options.
• Callback options.

✅ Pros:

• High call quality.
• Easy to use.
• Good customer support.
• Simple setup.
• Helpful platform.

❌ Cons:

• Number-related issues.
• Dialer problems.
• Limited functionality.
• Complex processes.
• Data management challenges.

Ideal use cases:

• Medium to large businesses with high call volumes.
• Companies requiring detailed call analytics and reporting.
• Organizations need complex call-routing strategies.
• Businesses need strong CRM integration.

Pricing:

• Basic Plan: $10 per month ($10 per Additional user)
• Plus Plan: $20 per month ($10 per Additional user)
• Pro Plan (Popular): $30 per month ($10 per Additional user)
• Enterprise Plan: Contact us for pricing

2. RingCentral

RingCentral is a strong solution for tracking agent performance with live analytics as well as historical reporting. It provides businesses with visibility on average handle time and call waiting times to improve customer service.

Why Chose RingCentral:

RingCentral allows businesses to build reports from over 250 pre-built metrics with the ability to filter and schedule reporting to fit specific business needs. The real-time dashboard is customizable to help monitor agent performance and the overall customer experience by driving quick actions and making efficient use of time.

RingCentral’s intelligent routing and self-service capabilities play a critical role in getting a customer to the right agent quickly, no matter the channel of support, thereby helping to keep support and service efficient.

Key features:

• Omnichannel support (voice, chat, email, social media).
• AI-powered call routing and analytics.
• Workforce management tools.
• CRM integrations.
• Real-time dashboards.
• Automatic call distribution(ACD).
• App marketplace for integration with other platforms.

✅ Pros:

• Simple user interface.
• Very easy to use.
• Excellent call review capabilities.

❌ Cons:

• Some integrations aren’t efficient.
• Call quality needs improvement.

Ideal use cases:

• Large enterprises with high volume and omnichannel needs.
• Businesses requiring advanced analytics and reporting.
• Companies that need a very robust contact center solution.

Pricing

• Core Plan: $20 per user/month
• Advanced Plan: $25 per user/month
• Ultra Plan: $35 per user/month

3. TalkRoute

TalkRoute is a straightforward and low-cost virtual telephony system for small to mid-sized businesses with features like call queuing, customized greetings, call forwarding, voicemail-to-email, and a mobile app for management on the fly.

It is particularly well suited for start-ups and solo entrepreneurs wanting a simple and cost-effective option. While it is easy to set up TalkRoute, and it integrates well with other tools, some users reported occasional billing issues, call disconnections, and some issues with integrations.

Regardless of these issues, TalkRoute is a solid and good choice for a business that needs a simple and effective communication platform and needs to keep costs down.

Key features:

• Virtual phone system with call queuing.

• Customizable greetings and menus.

• Call forwarding and routing.

• Voicemail to email.

• Mobile app.

• Number porting.

✅ Pros:

• Desktop application.
• Easy to use.
• Simple integration.
• Quick setup.
• Multiple integrations.

❌ Cons:

• Billing issues.
• Call disconnections.
• Integration problems.
• Unethical sales practices.

Ideal use cases:

• Small to medium-sized businesses.
• Startups and entrepreneurs.
• Businesses need a simple and affordable virtual phone system.

Pricing

• Basic Plan: $19 per month (1 user included)
• Plus Plan: $39 per month (3 users included)
• Pro Plan (most popular): $59 per month (10 users included)
• Enterprise: Get a quote

4. Talkdesk

Talkdesk provides an effective way to manage overflow calls and ensure that customers have everything they need when they call in. When your team members are all busy, Talkdesk can forward calls to a backup department or team so customers don’t sit on the phone and their needs are met.

Why Talkdesk?

Talkdesk can manage overflow calls to ensure no customers fall through the cracks, even at a busy time. Talkdesk is the best option for a business that wants to focus on customer experiences propelled by automation. The application has call recording, call monitoring, and real-time reporting features, making this an essential application for your team.

Not to mention, the call information and customer’s purchase history can help your department deliver personalized service and make decisions based on good information.

Key features:

• Cloud-based contact center platform.

• AI-powered automation and analytics.

• Omnichannel engagement.

• CRM and helpdesk integrations.

• Workforce engagement management.

• Very high level of customization.

✅ Pros:

• Strong call management features.
• Helpful support.
• Efficient performance.
• Rich feature set.

❌ Cons:

• Call-related issues.
• Technical problems.
• Missing features.
• Notification challenges.
• Connection issues.

Ideal use cases:

• Large enterprises with complex contact center needs.
• Businesses requiring AI-powered automation and analytics.
• Companies that need a highly customizable cloud-based contact center solution.

Pricing:

• CX Cloud Digital Essentials Plan: $85 USD per user/month
• CX Cloud Voice Essentials Plan: $105 USD per user/month
• CX Cloud Elite: $165 USD per user/month

5. Aircall

Aircall is a cloud-based phone system that enables businesses to effectively manage and customize their customer’s experience while they wait in the queue for someone to answer.

Why Aircall?

Aircall is one of the top solutions nowadays as a virtual call center. It provides businesses with the possibility of personalizing their queues using call-back options, music, or messages. It also supports smart call routing that ensures calls are directed to the right employee to ensure customer satisfaction.

Aircall also enables businesses to define the amount of time that the callers will stay in the queue before it transfers them to voicemail and also notifies customers during waiting time.

Aircall is a great option for small and medium-sized businesses, with the options provided, it provides a smooth queue experience to clients and maintains them active during waiting time.

Key features:

• Call routing.
• Interactive Voice Response (IVR).
• CRM integrations.
• Click-to-dial.
• Call recording and analytics.
• Team collaboration tools.

✅ Pros:

• Improves overall communications and efficiency.
• Accessible on desktop and mobile.
• Provides deep, real-time analytics.

❌ Cons:

• Customer support needs improvement.
• It could use better call history analytics.

Ideal use cases:

• Sales and support teams.
• Small to medium-sized businesses.
• Companies need strong CRM integration.
• Businesses that need easy international phone number implementation.

Pricing:

• Essential plan: $30 per license
• Professional Plan: $50 paper license
• Custom Plan: Get a quote

📖 You may like: 11 Best Apps to change phone number when calling someone in 2025

How to Choose the Right Call Queuing Software for Your Business?

Choosing the right call queuing software is crucial for maintaining an efficient call center and providing excellent customer service. Here’s how to make sure you select the best solution for your business:

1. Assessing business needs and call volume

The first thing in selecting call queuing software is defining your company’s needs. How much call volume do you get on a daily basis? If you are a small company with few calls, a simple solution such as TalkRoute might suffice.

But if you have a higher call volume or require sophisticated features, you may have to go for a more complex system like RingCentral Contact Center or Talkdesk.

Consider factors like:

• Peak call hours: If your business experiences call volume spikes, look for software that includes smart routing to handle peak call times.

• Type of calls: Are they customer service calls, support, or sales calls? The kind of calls you receive will also be a factor when selecting software because there will be software available that has specific features for specific kinds of calls.

2. Importance of integrations with existing systems

When choosing software, determine if it integrates with your existing systems. You may have CRM software, a helpdesk tool, or marketing tools.

It is essential for a continuous workflow, even when escalation is necessary. It also adds a more personalized service experience for customers. For example:

• CRM integrations: These allow your agents to view customer data in real-time, close issues more quickly, and provide a more personalized experience.

• Helpdesk software: Integrations with tools like Zendesk or Freshdesk can streamline ticket management in a single place and reduce complexity.

Select call queuing solutions that provide pre-built integration options or API support for customization.

3. Budget considerations and scalability

You should think about your budget and how much you are willing to pay for call queuing software.

Some call queuing options, like TalkRoute, are cheaper than others, like Talkdesk will have advanced features that only come at a higher price. Then, do the extra research to evaluate:

• Pricing structure: Does the software charge per user or tiered pricing based on features with that software?

• Hidden costs: Make sure there are no hidden costs for setting up, integrations, or premium features with that software.

• Scalability: As your business grows, you’ll want a solution that can scale with you. Ensure the software can handle increased call volumes and additional users without a significant rise in costs.

4. User experience and ease of implementation

User experience is vital to a good operational flow for you as well as your customers. You want software that is intuitive and will be easy to use for running things with minimal training. Key considerations include:

• Ease of setup: Look for solutions that are easy to implement, whether you have an in-house IT team or not.

• User interface: You want software that is clean, organized, and easy to use. Minimal adjustments will ensure there will be minimum mistakes disrupting the call process, and if something does aris,e less time to train will happen.

• Customer support: Make sure the software provider offers reliable support in case issues arise during setup or while operating the system.

Final Words

Selecting an ideal call queuing software is crucial for maximizing customer experience and facilitating effective communication. Evaluating your business requirements, call volume, and current system integrations will result in the best solution for your goals.

Whether you’re a small business or an enterprise, the best call queuing software can facilitate call management while ensuring improved operational efficiency.

The software can contain a unique and varying feature set, such as intelligent call routing, real-time call analytics to track performance, and multi-channel support for keeping your teams organized as well as keeping your customers happy.

To take your call management to the next level, try Dialaxy’s powerful call queuing features. Explore a free trial and see how it can streamline your operations today. 🚀

FAQS

What are the three types of queuing systems?

The three types of queuing systems are:

• First-In, First-Out (FIFO)
• Last-In, First-Out (LIFO)
• Service-In-Random-Order (SIRO)

What is the best contact center software?

The best contact center software really depends on your business needs.

What does call queue mean?

A call queue is a virtual line where incoming calls are placed until an agent is available.

What is the difference between an Auto-attendant and a call queue?

An auto-attendant functions like a virtual receptionist, greeting callers and directing them through a series of menu options to connect with the right department or individual.

In contrast, a call queue serves as a virtual holding area, where calls wait in line until an agent is available to assist the caller.

What is Qmatic software?

Qmatic is a queue management application used for scheduling and customer flow management.

How do I manage the team call queue?

Manage the team call queue by using real-time monitoring tools, setting up call prioritization rules, and tracking agent performance to ensure calls are routed efficiently and answered promptly.

What is the difference between ring group and call queue?

A ring group rings multiple agents simultaneously, while a call queue places incoming calls in a line, distributing them to available agents in order.