10 Best Call Management Systems to Streamline Your Business Calls

Call management software helps businesses streamline call handling, enhance customer service, and improve agent performance. It also provides better insights into calls and helps to reduce abandoned calls, while saving costs on business communication.

A call management system helps improve customer service by quickly routing calls through ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) systems. These tools help customers reach the right agent faster, which improves first-call resolution and satisfaction.

The phone call management system tracks and reports on key call metrics like volume, duration, and resolution rates. Managers can monitor agent performance and customer satisfaction in real-time through live monitoring tools. Based on these data, you can make data-driven decisions about staffing and training or other improvements required in your organization.

Call management solutions help lower abandoned call rates by reducing hold times and keeping customers engaged with features like intelligent call routing and automated responses. Shorter queues and wait times enhance the customer experience and prevent lost calls.

Agents can handle calls faster by using the phone call management features, such as auto-routing and CRM integration. Moreover, its automation tools help to reduce manual work on basic call handling like call transfer, logging call details, and others, so that agents can focus on other crucial tasks. This boosts both productivity and job satisfaction.

Call management solutions automate routing and handle routine inquiries through IVR and auto-attendants. Also, features like auto dialers automate and speed up the dialing process for outbound calls. Businesses can save money by reducing the need to hire additional staff for basic call handling.Get an Affordable Business Phone System to Manage Your Business Calls Efficiently.

Some of the leading call management systems are Calilio, Nextiva, Five9, Aircall, RingCentral, Cloudtalk, Talkdesk, Dialpad, Zendesk Talk, and LiveAgent.

Calilio offers an AI-powered call management software for businesses with a rich set of cloud telephony features. Its call queue feature, for instance, organizes incoming calls into a virtual line, ensuring no call is missed during peak hours. And, its IVR system guides callers to the right department, improving response time and service quality.

Additionally, Calilio enables forwarding or transferring calls during an interaction so that customers can get to the right help instantly. Likewise, its number-sharing tool ensures that no call is missed by letting multiple team members respond to the calls on the same number.

Key Features

• Call queue
• AI-powered call report
• IVR
• Call transfer
• Call forwarding
• Advanced call monitoring

Best For: Businesses and teams of all sizes

Starting Price: $15/user/month

Nextiva is one of the top-notch call management systems for businesses that helps organize and manage calls effectively. It allows businesses to customize their IVR and call routing path, ensuring that callers are directed to the right agents without unnecessary delays.

Nextiva also offers real-time analytics on business calls. It gives your business full control over every customer interaction. It lets you listen to calls, assess the agent's performance, and identify and solve any issues that may arise.

Key Features:

• Ring groups
• Call flip
• Call hold and call transfer
• AI transcription and summarization

Best For: Medium to large businesses focused on providing an excellent customer experience

Starting Price: $23/user/month

Five9 is a leading cloud-based phone call management software that helps businesses handle customer calls smoothly and professionally. With smart automatic call distribution (ACD) and IVR, Five9 makes sure every caller reaches the right person quickly, improving first-call resolution and reducing wait times.

Five9 also supports call queuing, live call monitoring, and gives businesses the flexibility to scale easily without high setup costs.

Moreover, Five9 stands out in its use of AI to assist agents in real time, helping them respond faster and more accurately.

Key Features:

• Predictive dialer
• Agent call scripting
• Call quality monitoring
• Do Not Call (DNC) compliance
• Web callback service

Best For: Medium to large businesses

Starting Price: The Basic Core Voice-only plan costs $119/month.

is a top call management solution offering smart features like ACD and a multilevel auto attendant. Plus, its AI receptionist handles basic queries, routes calls, and sends follow-up texts 24/7.

For outbound calls, RingCentral offers an auto dialer that automates dialing, helping your team connect with more leads in less time. It also provides agent scripting, giving agents the right prompts and information to handle conversations more effectively.

Key Features:

• AI receptionist
• Warm transfer
• Call queues
• Unlimited domestic calling
• Shared voicemail
• Auto call recording

Best For: Large-sized companies needing full-featured call management systems

Starting Price: Core plans start at $30/user/month.

CloudTalk is also known as the best call routing software for small businesses because of its advanced routing system. It offers a visual call flow designer that helps to create customer call routes, ensuring every call reaches the right agent or team without confusion.

CloudTalk also allows agents to record calls and oversee the calls in real-time, enabling managers to track performance and provide instant feedback or training during calls.

Besides that, CloudTalk offers a sales dialer with smart dialing modes like power, preview, and parallel dialing to simplify outbound dialing. Agents can also use voicemail drop to leave pre-recorded messages with one click, saving more time during follow-ups.

Key Features:

• Live call monitoring and wallboards
• Call tagging
• Automated call distribution
• Ring group
• Visual call flow designer

Best For: Large businesses with high-volume calls and looking for global reach

Starting Price: Lite plan costs $27 per user/month.

Aircall is a budget-friendly call management software for small businesses. It uses smart and customizable routing rules to automatically direct calls to the right team members. Moreover, features like call queuing and queue callback help manage high call volumes by keeping customers engaged or offering a callback later.

Aircall also lets businesses set custom business hours, so customers only call when agents are available. During calls, agents can place a caller on hold and speak with a teammate or third party without ending the conversation.

Key Features:

• AI voice agent
• Unlimited inbound calls
• Click-to-dial
• AI transcripts
• Call recording

Best For: Mid-sized companies

Starting Price: Essential plan starts at $40/ per license/month (minimum 3 licenses).

Talkdesk is a cloud-based customer service platform offering a range of call management features to optimize call center operations. It includes call monitoring with barging and whispering for on-the-spot agent supervision. It also ensures callers reach the right agent for a solution instantly with ACD, while voicemail and call forwarding allow businesses to reduce missed calls.

Additionally, Talkdesk provides various dialing options, such as preview and predictive dialing, for more efficient outbound calling. The platform also integrates AI-powered tools such as Talkdesk Copilot, which provides agents with call transcriptions and AI-based action suggestions.

Key Features:

• Skill-based call distribution
• Call barging and whispering
• Preview and predictive dialers
• Unlimited call recording storage
• Customizable call routing flow

Best For: Large enterprises dealing with high and complex operations

Starting Price: Cloud Voice Essentials plan starts at $105 per user/month.

Dialpad is a cloud-based call management software that uses AI to improve how businesses handle calls. It offers queue prioritizations that allow you to allocate and prioritize the calls based on set decisions.

For monitoring the calls, you can record a call with just a click or tap. You can store and listen to the recordings for future reference. You can also get a real-time transcription to get insights into conversations.

With key features like AI-powered call routing and real-time assist cards, Dialpad ensures calls are directed to the right agents while providing them with relevant information during interactions. This improves overall efficiency and customer experience.

Key Features:

• AI monitoring tools (AI scorecard, AI CSAT)
• AI coaching
• Three-way calling
• Multi-level auto attendant
• Virtual receptionist
• Call delegation

Best For: Medium to large enterprise

Starting Price: Starts at $27 per user/month.

Zendesk Talk is a customer support platform that manages interactions across voice, chat, email, and social media. It offers features like customizable call routing, call monitoring, recording, and real-time analytics to track performance and manage calls.

With automated workflows, IVR, and call forwarding, Zendesk Talk also ensures that all calls are attended to, even when the primary agent is unavailable.

Key Features:

• Customer analytics
• Multilingual support and content
• AI-powered personalized workflows
• AI-powered knowledge
• Ticketing system
• Business hours

Best For: Supports teams of every kind of business

Starting Price: Suite Team costs $55/agent/month.

LiveAgent is a reliable call management solution that helps businesses provide quick and effective customer service. In addition to call handling, LiveAgent combines all the communication channels, like calls, social media, emails, and texts, into one platform.

For example, if a customer sends an email, messages the business on Facebook, or starts a live chat on the website, all those requests appear in one dashboard. This way, businesses don’t have to switch between different tools to handle calls, emails, chats, and social media messages.

Key Features:

• AI chatbot
• AI answer assistant
• Ticketing system
• Automated ticket distribution
• Business hours
• Contact fields

Best For: Businesses that need affordable services

Starting Price: $15 per agent/month when billed annually for a small business

To choose the best call management software, assess your business needs and then look for an easy-to-use to use, feature-rich solution with tools like call recording, IVR, and analytics. Also, ensure it’s scalable to grow with your business.

Understand the volume of calls your business handles and the specific features required. For example, a small team might only need basic call forwarding, while a large organization may need advanced routing or CRM integration.

Make sure it includes the key call management features, such as call routing, IVR, call recording, and real-time analytics. These functionalities help manage call flow, track performance, and ensure efficiency.

Choose software that can expand with your business. As your call volume increases, you’ll need a system that accommodates more users, departments, and advanced features. Make sure the solution supports expansion without significant disruptions or additional costs.

The software should be user-friendly with an intuitive interface. Your team should easily navigate features like call routing and reporting without extensive training. A simple setup and clear instructions can save time and reduce errors in call management.

Opt for software with a trial period or demo to test its functionality before committing. This allows you to experience its usability, features, and performance in real-world scenarios. It’s also an opportunity to evaluate the customer support and identify any potential issues.

Call management software is crucial for businesses to handle high call volumes, improve customer satisfaction, and streamline operations. The right software helps reduce call wait times, manage call routing effectively, and enhance agent efficiency through an organized way of call handling.

Among the options discussed above, Calilio stands as one of the best phone call management software with advanced telephony features and affordable pricing plans. Its business phone system includes intelligent routing and offers an auto attendant to handle customer calls and ensure no calls are missed.

Furthermore, it allows businesses to customize IVR menus, call forwarding rules to organize inbound calls, and offer the power dialer needed to automate outbound dialing and reach the sales lead faster.