Top 5 Call Routing Software: In-Depth Review

“Time is money,” 💸 and in business communication, every second counts.

Missed or misrouted calls can lead to lost opportunities and frustrated customers. Picture this: You call a company only to be passed around endlessly it’s annoying, right? Well, efficient call routing software ensures calls are directed to the right person quickly, avoiding this nightmare.

As businesses grow, managing calls manually becomes impossible. That’s where innovative call routing systems come in, reducing wait times, enhancing communication, and boosting customer satisfaction.

This guide highlights the top 5 call routing software solutions. These tools simplify call management, improve service quality, and help businesses stay competitive. Let’s get started!

🔑Key Highlights

• Smart call routing efficiently distributes calls, reducing wait times.
• Seamless CRM Integration Syncs customer data for personalized service.
• Affordable Pricing Starts at $20month with unlimited calling.
•  Cloud-based system Supports remote work and flexible teams.
• RealTime Analytics Tracks call performance for better efficiency.
• Omnichannel Support Manages calls, chats, and emails in one place.

What is Call Routing Software?

Call routing software is a tool that helps businesses send incoming calls to the right person or department. It makes sure calls are answered quickly and by the best person to help.

The software can use the caller’s location, the time of day, or the question type. This helps decide where to direct the call. Features include automatic call distribution (ACD), interactive voice response (IVR), and skills-based routing.

This software helps businesses cut wait times and boost customer service. It ensures that each call goes to the right person at the right time.

Why is Call Routing Software Essential for Businesses?

Call routing software is crucial for businesses. It boosts communication and enhances efficiency.

Let’s break it down with more detail:

• Streamlines Communication: This software makes sure every call goes to the right person or department. For example, if a customer calls about a billing issue, the call is sent to the billing team. This helps the customer talk to the right person right away.
• Reduces Waiting Time: Call routing helps businesses answer calls faster. It can send calls to available agents or use an automated system to help customers right away. This cuts down on waiting time and improves the service.
• Enhances Customer Experience: Call routing makes it easier for customers to talk to the right person quickly. This helps solve their problems faster and makes them feel valued, improving their satisfaction.
• Supports Remote Work: Call routing lets employees work from anywhere. They can handle calls and provide good service, whether in the office or at home. This keeps the business running smoothly.

• Boosts Efficiency: Call routing software tracks calls in real-time. It shows how many calls come in, how long they last, and how fast they are answered. It can also pull up customer details, making each call faster and more personal.

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Key Factors to Consider When Choosing Software

When picking call routing software for your business, keep these key factors in mind to find the best fit for your needs.

Here’s a breakdown:

• AI Features: Look for call routing software that uses AI to direct calls to the right person or department based on the caller’s needs. Features like workflow automation save time for both employees and customers. Also, make sure the software supports VoIP for high-quality, cost-effective calls.
• Integrations: Your call routing software should easily integrate with other tools you use. Linking your CRM system helps you access customer data during calls. This way, you can create a more personalized experience. Bringing together social media, email, and live chat lets you handle all customer interactions in one place.
• Call Monitoring, Recording, and Tracking: These tools provide key insights into your call center’s performance. Call monitoring lets managers listen to calls for training. Call recording keeps a record of conversations, helping with disputes or customer issues. Call tracking shows data on call volume, wait times, and agent performance.
• User-Friendly Interface: The software should be easy to use, even for those not familiar with technology. A user-friendly interface lets employees manage calls easily. This saves time and avoids complex features. As a result, performance improves, and customers are happier.
• Pricing Plans: Consider the pricing. Make sure the software has pricing plans that fit your business size, budget, and needs. Some providers have different tiers. These depend on users, features, or call volume. Choose the one that suits your business best.

Focusing on these factors helps you pick the best call-routing software. This choice will support your business goals and improve customer service.

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Top 5 Call Routing Softwares

1. Dialaxy

Dialaxy is a modern contact center solution that helps businesses improve communication with advanced tools.

Features:

• Omnichannel Routing: Connect calls through voice, chat, and email. This ensures a smooth customer experience
• Call Management: Get call transcription, monitoring, and analytics to optimize interactions.
• CRM Integration: Works seamlessly with Zoho and Microsoft Dynamics for better workflow.
• Advanced Call Routing: Automatically routes calls to the right agent based on skills and availability.

Pricing:

• Basic Plan: $10 per user per month with essential call management and routing features.
• Premium Plan: $30 per user per month, advanced routing, and analytics.

Pros:

• High-Quality Calls: Clear voice quality ensures smooth and professional communication.
• Efficient Call Routing: Call routing reduces wait times and improves customer satisfaction.

Cons:

• Learning Curve: Some users may take time to understand all the features.
• Limited Global Support: Best suited for businesses in specific regions.

Customer Reviews: Businesses love the automation, call routing, and CRM integration. These features make communication easier and more efficient.

2. RingCentral

RingCentral is a cloud communication tool. It connects businesses easily through many channels.

Features:

• Call Forwarding and ACD: Quickly sends calls to the right agents with Automatic Call Distribution (ACD).
• Mobile App for Easy Access: Manage calls, messages, and video meetings from anywhere using the mobile app.
• Call Analytics: Gain insights into call performance and customer interactions through detailed reports.

Pricing:

• Basic Plan: Starts at $30 per user per month, offering essential call management and analytics.
• Advanced Plan: Offers premium features. This includes AI-powered insights and better security, but it comes at a higher cost.

Pros:

• Excellent Tracking Capabilities: Advanced analytics help businesses monitor and improve communication efficiency.
• Unified Communications: Combines calls, messaging, and video conferencing into a single platform.

Cons:

• Higher Cost for Small Businesses: Prices might be high for startups or businesses on a budget.
• Complex Setup for New Users: Some businesses may require time to configure and customize settings.

Customer Reviews: Users like its all-in-one communication tools. This makes it a trusted option for teamwork.

3. AirCall

AirCall is an easy-to-use call-routing system. It helps growing businesses manage customer interactions effectively.

Features:

• Inbound Call Management: Simplifies call handling. It offers features like call forwarding and automated distribution.
• Call Logs and CRM Integrations: Keeps detailed call records and syncs seamlessly with CRM tools for better workflow.
• AI-Powered Handling: Uses AI to analyze calls and improve customer service responses.

Pricing:

• Basic Plan: Starts at $40 per user per month with essential call management features.
• Advanced Plan: Offers $70 AI-driven analytics and premium integrations for enhanced efficiency.

Pros:

• Intuitive and Easy to Use: A simple interface makes setup and daily use hassle-free.
• Ideal for Small Businesses: Designed for growing teams looking for a scalable call management solution.

Cons:

• Lacks Some Advanced Features: Missing specific high-end capabilities found in more robust platforms.
• Limited Customization Options: Businesses needing tailored configurations may find it restrictive.

Customer Stories: Many small businesses boost customer service and teamwork with AirCall’s intelligent call routing.

4. LiveAgent

LiveAgent is a helpdesk platform. It combines call routing with powerful customer support tools. This setup is excellent for businesses that want to improve their support operations.

Features:

• • IVR Systems for Smart Call Routing: Uses Interactive Voice Response (IVR) to send calls to the proper departments automatically.

• Call Recording and Workflow Automation:

• • Record calls for quality assurance.
  • Automate workflows to boost efficiency.
• Contact Center Solutions: Offers a complete set of tools for managing customer support on various channels.

Pricing:

• Basic Plan: Starts at $15 per user per month, making it an affordable choice for small businesses.
• Advanced Plan: Start at $ 69 per month.Offers advanced features, such as reporting and more customization options, but at a higher price

Pros:

• Affordable for Small Businesses: A cost-effective solution with a wide range of features.
• Strong Integration with Customer Support Tools: Ideal for businesses needing an all-in-one customer service platform.

Cons:

• Requires Customization for Specific Needs: Businesses might need to adjust the platform to meet their needs.

• Learning Curve for New Users: New users may find it takes time to set up and optimize all features.

Customer Reviews: LiveAgent gets high marks for its strong customer support tools. This makes it a great choice for businesses focused on customer service.

5. Zendesk

Zendesk is a well-known call center software. It offers excellent customer interaction features and strong support tools. This makes it perfect for businesses that need complete service solutions.

 

Features:

• CRM Integrations and Sales Automation: Connects easily with CRM tools. It also automates sales tasks, making customer management better.
• ACD and Marketing Automation: Provides Automatic Call Distribution (ACD) and marketing automation. This boosts communication and helps with lead nurturing.

• Complete Service Solution: Offers all the tools needed to handle customer service, support, and sales.

Pricing:

• Basic Plan: Starts at $55 per user per month, offering core features for small to medium-sized businesses.
• Advanced Plan: Start at $115. Offers premium features such as reporting, analytics, and advanced integrations, but at a higher cost.

Pros:

• Ideal for Large Teams: Perfect for companies with large customer service teams that need a solution that can grow.

• Comprehensive Management Tools: Includes a wide range of tools to handle support, sales, and marketing in one platform.

Cons:

• Complex Setup for New Users: This can be challenging to set up initially, requiring time and expertise for customization.
• Higher Cost for Small Businesses: The comprehensive nature of the platform may make it pricey for smaller organizations.

Customer Reviews: Zendesk is well-liked for its all-in-one customer service tools. This makes it a favorite for growing businesses.

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How to Select the Right Software?

Choosing the right call-routing software is key. It can boost efficiency and improve customer satisfaction. Here’s how to make an informed decision:

1. Assess Your Business Needs and Call Volume

Before choosing software, consider your specific business needs. Are you handling a high volume of calls? Do you need advanced features like call recording or routing based on customer profiles? Think about:

• The size of your team and the number of agents.
• The type of business (e.g., e-commerce, customer service, etc.).
• Your customer interaction methods: phone, chat, email, or social media.

• Knowing your needs helps you choose software that fits without extra costs for features you don’t need.

2. Compare Pricing Plans and Key Features

Pricing can vary widely between software solutions, so it’s crucial to compare different options. Look at the features included in each plan and ensure they align with your business needs. Consider:

• Monthly or annual subscription costs.
• Whether the software offers a free trial or demo to test features.
• The availability of scalable plans as your business grows. Compare the price and check the features.
•  Look at reporting, integrations, and support options. This way, you’ll get the best value.

3. Check User Reviews for Customer Satisfaction Insights

User reviews provide real-world insights into the software’s strengths and weaknesses. Look for feedback on:

The software must be easy to use. It should allow for simple navigation and not require a lot of time to learn.

A responsive and helpful vendor provides timely assistance, enhancing the overall user experience.

Well-equipped software with essential features improves workflow efficiency without adding unnecessary complexity.

By reading reviews on trusted platforms, you can get a better sense of what to expect from each software.

4. Consider AI-Powered Tools and IVR Systems Capabilities

AI features, like intelligent routing and workflow automation, can boost your call management. They cut wait times and direct calls better.

Also, find IVR (Interactive Voice Response) systems. They let customers use automated menus to get to the correct department fast.

• AI tools boost efficiency by learning from past calls. They make smart routing choices.
• IVR systems reduce the load on your team by handling simple inquiries or requests.

5. Ensure Seamless CRM and Phone System Integrations

One of the key factors to ensure smooth operations is integration. The call routing software should seamlessly connect with your CRM system, helping agents pull up customer data quickly during a call.

It should also work well with your existing phone system, whether VoIP or traditional, to ensure consistent communication across all channels.

• CRM integration improves personalization, enabling agents to access customer history for faster resolutions.
• Make sure the software supports integrations with other tools you use, like helpdesk software, social media channels, or email systems.

By following these steps, you can select the best call-routing software that fits your business needs, budget, and growth plans.

Why Dialaxy is a Better Option?

Dialaxy is an excellent choice for businesses looking for an easy and effective way to manage calls. Here’s why it’s a better option:

 

1. Better Call Distribution

Dialaxy uses smart call routing to connect callers with the right person based on skills, availability, or priority. This reduces wait times, ensures customers reach the right representative quickly, and improves overall satisfaction and team efficiency.

2. Call Monitoring, Tracking, and Analytics

Dialaxy offers call monitoring, tracking, and helpful analytics. These features help managers see important information like call volume, how long calls take, and response times. This helps improve team performance and service.

3. Unified Communications for Easy Team Collaboration

Dialaxy brings all communication channels together in one system. Whether it’s calls, emails, or chats, everything is in one place. This makes it easier for teams to work together and for agents to quickly access customer details, making the whole process smoother.

4. Affordable Plans with Unlimited Calling

Dialaxy has affordable plans, starting at just $10/month for unlimited calling. It’s an excellent option for businesses of all sizes, especially those looking to cut costs without losing essential features.

5. Cloud-Based Calling for Remote Work

Dialaxy is a cloud-based solution, which means businesses can manage their phone system from anywhere. Whether your team is in the office or working from home, they can use the system anytime, anywhere. This is perfect for businesses with remote or flexible work options.

Dialaxy blends AI-driven efficiency with affordable pricing and remote-friendly solutions. This makes it a top choice for businesses that want to simplify call management and enhance communication.

It boosts team collaboration for small businesses and growing enterprises. It helps cut costs and improve customer service, too. Don’t take our word for it; read our clients’ testimonials and see for yourself!

Conclusion

AI-powered call routing systems help reduce wait times and improve overall efficiency. Seamless CRM integration allows businesses to sync customer data, enabling personalized service.

Cloud-based systems offer the flexibility for remote work and dynamic team structures. Real-time analytics provide valuable insights into call performance, helping businesses optimize operations.

Omnichannel support lets you manage calls, chats, and emails in one spot. This makes communication easier and improves the customer experience. These features work together to boost internal workflows and improve customer service.

FAQs

What is call routing software?

It directs incoming calls to the appropriate agents based on predefined rules, improving efficiency.

How does AI improve call routing?

AI analyzes customer data, routing calls to the best agent based on skills and availability.

Can call routing software integrate with CRM systems?

Yes, it integrates with CRM tools to access customer data for personalized and efficient service.

What are the benefits of cloud-based call routing software?

Cloud-based systems enable remote work, allowing businesses to manage calls from anywhere, enhancing flexibility.

Why is omnichannel support necessary in call routing?

It manages multiple communication channels like calls, chats, and emails, streamlining communication and service.

How does call routing reduce wait times?

It routes calls directly to available agents or departments, reducing delays and enhancing response times.

Is call routing software suitable for small businesses?

Yes, many systems offer scalable, affordable plans ideal for small businesses seeking better call management.

What are the key factors to consider when selecting call routing software?

Consider AI features, integrations, ease of use, tracking capabilities, and pricing to fit business needs.