Having difficulties in managing business calls and routing them to the appropriate agent? Then use call management solutions to solve all these problems and enhance business communication now.

With call management features like call queuing, IVR, and ACD, businesses can deliver exceptional customer service without worrying about call volume. Furthermore, adding a call management system will help you never lose a customer, reduce wait times, and connect customers with the right agent to resolve issues more quickly.

Read this blog till the end if you want to enhance business communication and manage business calls easily. Here, we’ll discuss what a call management system is, how it operates, its features, and the top 7 best call management systems for business to choose from. So, let’s dive in!

Call Management System: A Brief Overview

Call Management System: A Brief Overview

A Call Management System (CMS) is a solution used by businesses to manage incoming calls, route calls promptly, and optimize call handling. Since managing business calls can be difficult to handle, the call management system helps businesses handle inbound/outbound calls, enhances overall business communication, and improves overall customer calling experiences.

This software-based calling solution helps businesses manage large volumes of calls. Moreover, the tools and features call management system provides, like call queuing, routing, analytics, and IVR, assist businesses in delivering excellent customer service, track and analyze customer calling data, and help identify improvement opportunities.

Furthermore, call management systems improve call center performance, help customers reach the right agent, troubleshoot issues on time, reduce wait times, and can be integrated into a consolidated omnichannel desktop platform.

How do Call Management Systems operate?

Generally, the call management system operates on various criteria. First of all, when the customers perform a call, this software-based solution system intelligently routes calls across telephone systems by using calling features and predefined criteria of the customer. Then features like  call queues, search groups, and Interactive Voice Response (IVR) helps customer reach the appropriate agent and department, reducing wait times and minimizing call abandonment rates.

Since the call management system routes calls to a different department, here are some call-routing techniques :

Time-Based Routing

In Time-based routing, the calls are routed to the agent based on the time. It is also known as schedule-based routing. Each inbound call is routed to a different location, depending on the time. Calls received after hours are routed to voicemail or foreign call centers, for instance. During regular business hours, the calls are routed to the leading customer service team, but when the shift ends, the calls are routed to the support team of the night shift, ensuring 24/7 availability. This routing provides better customer service and helps manage resources and call volumes.

Round Robin Routing

Round-robin routing is a call routing technique in which the incoming calls are evenly distributed among the available agents. Basically, this call routing is used to handle large call volumes with multiple agents. In this system, incoming calls are routed chronologically to the next available agent based on the agent’s skill level and availability. Therefore, some agents won’t have huge lines, and everyone will manage the same number of calls with this routing technique.

Skills-Based Routing

By using the customer’s information provided through the IVR system, this routing technique helps the customer connect with agents who have related skill sets, qualifications, and training to help them resolve their issues For example, if the customer from France is calling for some inquiries, this routing routes call  to the agent who has the skill of speaking the French language for a better customer experience 

Hence, the Call management system operates over the call routing method. It routes the call to different departments based on the predefined criteria as mentioned by the customer and helps them connect to the right agent. Moreover, not only call routing consist of features like ACD, IVR, call Queuing, monitoring, and analytics, which helps to manage the calls more systematically, provide first-call solution to the customers, and make better business decisions.

Features of a Call Management System

Features of a Call Management System

Some call management system features help to enhance the call center operation of the business and provide a top-notch calling experience, and they are:

Automatic Call Distribution (ACD)

An Automatic Call Distribution (ACD) is a crucial feature of a call management system as it allows the call center to handle a large volume of inbound calls. ACD smartly routes the calls to specific departments according to customer needs.

This feature aids in handling large volumes of calls, reduces wait time, provides timely support, and ensures the best calling experience for the customers. By routing customer queries and issues to the appropriate customer service agent based on the customer’s needs, availability, or skills, you never miss a call and maintain a positive image.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR)  is the highlight feature of the call management system. IVR is a virtual Phone operator that uses computer technology to interact with humans. When a customer performs calls, a prerecorded message plays, guiding you with services press 1 for customer support and press 2 for technical support. This makes calling easy as it helps customers reach out for the service they want by pressing numbers and contacting the specific department without any hassle.

Moreover, this IVR system helps businesses manage tickets, check balances, select options, or engage in self-service without requiring the assistance of an agent. IVR also allows add-on features like customizable pre-greeting and menu options.

Call Analytics and Reporting

Call analytics and reporting are very important factors in business today. With call analytics, businesses can track and analyze the call volume data, call duration, caller ID and various other key performances. This data can be very useful for business as it assists in making data-driven decisions, optimizing call center performance, targeting potential customers, and pinpointing areas for customer service improvement.

Furthermore, call analytics and reporting helps business to keep call records with a real-time dashboard display, Monitor agent performance metrics, and improve customer satisfaction.

Call Queuing and Recording

Call queue features of the call management system help in proper queue management of calls. These features hold incoming calls until an agent becomes available to manage and prioritize incoming calls during peak hours, which results in efficient call handling and call routing.

Call recording is also a handy feature for call management as it allows businesses to record calls for future reference and evidence. It also allows you to monitor calls in real-time and provide training and support to the agents.

Integration with CRM software

Integration with CRM and other business tools is a must for every business today., so it is one of the most important features of the call management system. Integrating with Customer Relationship Management(CRM) allows agents to have access to the history and information of the customer during calls to deliver more personalized customer service and satisfy customers. 

Moreover, integration with CRM and other business tools allows for the seamless exchange of information between the call management system and customer data.

Top 7 Best Call Management Systems for Business

Dialaxy

Dialaxy is one of the best call management systems for businesses, consisting of the ability to seamlessly integrate over 50 business apps, which helps in significant improvement of customer service and helps handle calls better. It offers features like Interactive Voice Response (IVR), Agent Groups, robust security measures, and WiFi calling, which helps to manage calls more promptly and deliver a better calling experience for customers. 

Dialaxy

In addition to innovative features, it offers value-for-money subscription plans with unlimited calls, and it offers its application and software on multiple platforms like Andriod App, IOS, Windows Desktop App, Linux Desktop App, and Mac Desktop App so you can relish its calling features from anywhere and any device. Hence, Dialaxy provides the best and most reliable call management systems for businesses today, with 24/7 customer support and excellent calling managing features.

Features

  • Call Forwarding
  • Unlimited call rerouting
  • Interactive Voice Response (IVR)
  • Free Call Recording
  • Voicemail
  • Support Agent Groups 
  • Integration of 50+ apps, including Slack and HubSpot
  • Call analytics
  • Business SMS and texting

Pros

  • 24/7 customer support
  • Cross-platform compatibility
  • Unlimited Calling and SMS within the USA and Canada
  • No hidden fees
  • Worth the price

Cons

  • Automatic Call Distribution (coming soon)
  • Available only for the USA and Canada

Pricing

  • Essential: $19.99 per user per month
  • Standard: $17.99 per user per month
  • Enterprise: Customizable

KrispCall

With a wide coverage in over 100+ countries, KrispCall provides one of the best call management systems for businesses with features like a unified callbox, ACD, number sharing, call forwarding & recording, call analytics, and many more useful features that aid businesses in handling, managing and routing inbound and outbound calls better and deliver excellent calling experience.

KrispCall

KrispCall is a better choice for better call handling and for helping customers resolve their issues with first-call solutions since it intelligently routes the call according to the menus on the IVR and directs the call to the appropriate person.

Features

  • Intelligent call routing 
  • Call forwarding 
  • Auto attendant
  • Virtual receptionist
  • IVR
  • Unified callbox
  • Live call monitoring and tracking 
  • Integration 
  • Sales call recording
  • Call analytics 

Pros

  • Intelligent call routing
  • Cross-platform compatibility, including Android, iOS, Windows, Linux, and Mac
  • Supports creating teams and workspaces using numbers. 
  • Easy-to-use interface 

Cons

  • No API or webhook access
  • Limited Integrations

Pricing

  • Essential: $12/user/month
  • Standard: $32/user/month
  • Enterprise: Customizable

Google Voice

Google Voice also offers the best call management features and has helped many businesses today to grow and excel in their customer service. With premium features like call forwarding, routing, screening, recording, Customizable greetings, call history and analysis, DND, and many others, it helps to connect better with customers and provide an excellent call experience.

Google Voice

Not only does Google Voice satisfy customers, it also provides first-call resolution, and intelligently routes calls to the appropriate agents.

Features 

  • Call routing
  • Call forwarding
  • Multi-level Auto Attendants
  • Call recording
  • Voicemail Transcription
  • Call Delegation
  • Ring Groups

Pros

  • Customizable Greetings
  • Number Portability
  • Scalable
  • Spam Call Blocking
  • easy-to-use interface
  • Seamless integration with Google Workspace

Cons

  • Call management features such as barge and monitor are lacking
  • Only offers a 99.9% uptime SLA

Pricing

  • Starter $10 USD/user/month
  • Standard $20 USD /user/month
  • Premier $30 USD /user/month

Nextiva

With a 99.99% uptime guarantee, Nextiva is one of the best call management systems for businesses. The call management features Nextiva provides help the contact center perform at its full potential, direct customers to the right agent based on their needs, and strike the perfect balance for inbound and outbound calls, which helps businesses manage and handle call operations better.

Nextiva

Nextiva helps businesses to enhance their contact center, and route calls better with Intelligent Virtual Agent (IVA). Plus, its robust outbound dialer and speech-enabled IVR help connect better with the customer and deliver personalized customer service.

Features

  • Call recording 
  • Screen popup
  • IVA
  • Speech-enabled IVR
  • Call tracking 
  • Multiple integrations
  • Data monitoring 
  • Easy to manage customer data 
  • Skilled based routing 

Pros

  • Able to handle calls, irrespective of the volume.
  • Record any phone call without adapters.
  • IVAs can be assigned repetitive tasks to reduce costs.
  • Outbound dialers

Cons

  • Integration challenges 
  • Customization complexity
  • Costly

Pricing

  • Essential Plan: Priced between $17 to $24
  • Professional Plan: Priced between $21 to $28
  • Enterprise Plan: Priced between $31 to $38

RingCentral

RingCentral’s Customer Experience (CX) solution makes it the best call management system. With advanced capabilities, Advanced attribute-based routing, and integration with 30+ integration channels, it helps to manage and handle call operations better. RingCentral uses artificial intelligence and automation, which enhance self-service, smart routing, AI agent assistance, and insight & analytics, which helps customers reach the right agent and get better assistance and first-call solutions.

RingCentral

Using RingCentral AI-powered omnichannel virtual agents, customers receive immediate, personalized, and exceptional support 24/7, connecting to the best agents. It helps businesses to provide first-call solutions, never miss a call, and manage call operations better, delivering excellent customer service.

Features

  • Voicemail
  • Call forwarding
  • AI-based call routing
  • Call recording
  • Enhanced business SMS
  • Call delegation
  • RingOut

Pros

  • 99.99% SLA
  • Unified Communication 
  • Integration 
  • Scalability 

Cons

  • Call queue management requires an additional fee for live reports
  • Customization limitation 
  • Learning curve 

Pricing

  • Essential Plan: $19.99
  • Standard Plan: $27.99
  • Premium Plan: $34.99
  • Ultimate Plan: $49.99

Vonage

Vonage is one of the best call management system providers for businesses, providing over 40 features, an award-winning mobile app, and top-notch call management features for contact centers. With top-notch features like call analytics, call routing, and communication APIs, as well as a versatile unified communication platform, it provides call center software solutions to growing businesses. 

Vonage

Vonage allows businesses to manage, handle, and improve the calling experience for customers. 

Features

  • Call routing 
  • Integration
  • Live chat 
  • Automated response 
  • Screen sharing
  • White-boarding
  • Team messaging
  • Virtual number for international calling

Pros

  • Unlimited global calling plans 
  • Conversational commerce
  • Advanced insights
  • Call recording
  • Unlimited team messaging 

Cons

  • Recordings are only available to the most expensive customers
  • Limited integration 

Pricing

  • Mobile plan: 19.99 per line per month
  • Advanced plan:  $39.99 per line per month
  • Call recording on-demand: Provides 15 hours of storage and costs a monthly $4.99 per user
  • Company-wide feature: Includes 500 hours of storage (total) for $49.99 per month

8*8

Trusted by over 3 million business users worldwide, 8*8 is a top cloud-based call center solution company. 8*8 comes with a wide range of capabilities that help businesses manage their call centers. It is one of the best call management software .8*8 provides 24/7 support with 99% uptime SLA and intelligently routing calls based on the most qualified agent for quicker problem solving and first call resolution. 8×8’s intelligent routing system supports businesses in improving and handling calls better. Plus, this call management software is perfect for small businesses and meets its requirements.

Features

  • Auto attendant
  • Inbound/ outbound calls handling
  • Unlimited global calling
  • Automatic Call Distribution (ACD)
  • Interactive Voice Response(IVR)
  • Contact Center Analysis
  •  Team Messaging 
  • Quality voice encoding
  • Call Recording
  • Omnichannel routing 
  • Business SMS and texting
  • Video collaboration

Pros

  • Easily scalable
  • Affordable pricing solutions
  • customizable features

Cons

  • Steup takes time
  • Not easily adaptable

Pricing

  • Visit the website for pricing plans

Conclusion

To conclude, businesses in 2024 must use the best call management system to gain a competitive advantage over competitors and improve communication with customers. Moreover, these call management features will aid businesses in proper handling and routing of inbound and outbound calls. Customers do not have to wait in queues or leave the call unanswered, which can help boost the production of the business and reduce the call abandonment rate.

So here we present the best call management service providers in 2024 to enhance your business communication, so choose whichever suits your business needs and promptly handle and manage large volumes of calls with ease and take your business communication to the next level.

FAQs

What is a CRM call center?

CRM call centers use Customer Relationship Management (CRM) software to enhance their customer service operations. The use of CRM software enables organizations to manage and analyze customer interactions throughout the customer lifecycle.

What are the call center trends for 2024?

The call center trends for 2024 are:

  • Rise of omnichannel support
  • AI integration and automation 
  • Optimization of performance and decision-making based on data
  • Voice and Video Integration for Customer Interactions
  • Continuous innovation 

How do you know if your calls and messages are being monitored?

Here is some unusual behavior that you may notice if your calls and messages are being monitored:

  • Sudden battery drain
  • Unusual behavior or sound
  • Unexplained delays 
  • Increased data usage 
  • Strange device activity
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