10 Best Call Routing Software For Small Businesses in 2025

10 Best Call Routing Software for Small Businesses in 2025

For small businesses, it’s very important to handle the phone calls the right way. If customers don’t get the right help or have to wait too long, they can turn away. Simply put, you’ll lose potential clients when calls aren’t managed well.

Call routing software solves these problems by directing calls to the right agents quickly and efficiently. Thanks to modern intelligent call routing software, you can transfer the calls based on agent availability or even the caller’s history.

This article highlights the best call routing software for small businesses in 2025 to help you choose the right software and grow your business.

Keep reading!

Key Highlights:

  • Call routing ensures calls are directed to the right person or department, preventing missed opportunities and improving customer satisfaction.
  • Key features in the call routing software include smart IVR menus, call queuing, time-based and skills-based routing, and call recording.
  • AI-powered routing and real-time analytics enhance call management and customer service.
  • Top solutions like Calilio, OpenPhone, and Dialpad offer scalable and customizable call routing features tailored to small business needs.
  • Choosing the right software depends on business size, ease of use, integration capabilities, and budget.


What Features Should Small Businesses Look for in Call Routing Software?

Small businesses should look for call routing software with features like automated call distribution (ACD), interactive voice response (IVR), and skill-based routing to ensure efficient and accurate call handling. Additional must-haves include CRM integration, call analytics, remote access, and scalability to support growth and improve customer service.

  • Smart IVR (Interactive Voice Response): A smart IVR system lets callers navigate simple menus to reach the correct department or person without waiting on hold. It helps small businesses manage calls even when you don’t have a whole receptionist team.
  • Cloud-Based Technology: Cloud call routing ensures your system is accessible from anywhere, offers better uptime, and reduces the need for expensive hardware.
  • Call Queuing: When multiple calls come in, call queuing keeps customers in line rather than dropping calls. It also gives options like estimated wait time or callback requests, which improves the caller’s overall experience.
  • Time-Based Routing: Time-based routing sends calls to different agents depending on the time of day or day of the week. For example, calls can go to voicemail or an after-hours team when the office is closed.
  • Skills-Based Routing: Some systems can route calls based on employee skills or departments. This means customers get connected to the person best equipped to help, saving time and improving satisfaction.
  • Call Recording: Recording calls lets you keep a record of conversations for quality checks and training. It also helps small businesses review customer interactions and improve their service.
  • Call Monitoring: Monitoring features allow supervisors to listen to live calls to provide real-time feedback. It helps maintain high service standards and improve team performance.
  • Mobile and Remote Access: The ability to route calls to mobile phones or apps keeps the team connected no matter where they are. It’s essential for businesses with remote or flexible work setups.

10 Best Call Routing Software For Small Business

1. Calilio

Calilio is a business phone system offering the best call routing software for small businesses. It offers essential features such as Interactive Voice Response (IVR), which helps direct callers to the appropriate departments or agents without manual intervention.
calilio homepage screenshotCalilio’s support for business hours settings ensures calls are handled according to the company’s availability, providing a professional experience even outside of regular hours. Additionally, its call queuing functionality manages high call volumes by placing callers in line until an agent is available, reducing missed calls and improving customer satisfaction.

Beyond these, Calilio includes versatile call transfer and call forwarding options, enabling seamless communication within the organization and with external contacts. These features ensure that calls reach the right person quickly, enhancing responsiveness and operational efficiency. Additionally, its user-friendly interface and scalable plans make it ideal for growing small businesses aiming to improve customer support and sales communication.

Pros

Cons

  • Scalable with global reach and reliable call quality.
  • Excellent 24/7 customer support.
  • Smooth, well-designed user interface that boosts efficiency.
  • Overall positive user experience.
  • Doesn’t include any free plans.

2. OpenPhone

OpenPhone stands out as an easy-to-use call routing software for small businesses that need simple yet effective communication tools. The solution focuses on seamless team collaboration with features like shared phone numbers that allow multiple team members to answer calls from a single line. This helps businesses avoid missed calls and improves customer response times.
openphone homepage screenshotAdditionally, OpenPhone round-robin and shift-based routing direct calls based on business hours or individual availability while evenly assigning calls among agents.

Pros

Cons

  • Offers shared, shift-based, and round-robin routing.
  • Reduces missed calls by ringing available team members.
  • Supports managing work hours with shift-based routing.
  • Easy to set up without extra hardware.
  • Lacks advanced routing features for complex needs.
  • Call routing can be affected by poor internet quality.

3. Dialpad

Dialpad offers a flexible call routing system that allows small businesses to tailor their processes based on agent availability, skills, and call volume. Its unique routing options, such as sending calls to the longest idle agent or following a fixed order, help small companies ensure faster response times without overloading any one agent.
dialpad homepage screenshotWhat sets Dialpad apart is its flexible routing rules, letting you redirect calls to teams, voicemail, or an automated menu. This level of control makes it an excellent choice for small companies looking to balance customer service with team efficiency.

Pros

Cons

  • Supports multi-level IVR to guide callers efficiently.
  • Provides real-time call analytics to monitor performance.
  • Allows custom greetings and fallback options for unanswered calls.
  • Supports multilingual IVR menus.
  • Setup can be complex for new users.
  • Some features come with extra costs.

4. Aircall

Aircall is another notable call routing platform designed for small businesses that need a simple, flexible solution for managing customer calls. They provide a visual call flow builder that makes it easy to set up custom routing rules.
aircall homepage screenshotAircall’s intelligent features, like multi-level IVRs and time-based routing, ensure that customers are directed to the right agent based on their needs or the time of day. Whether it’s routing calls based on past interactions or handling after-hours inquiries, Aircall adapts to the specific requirements of a small organization.

Pros

Cons

  • User-friendly interface and reliable call quality.
  • Easy setup and customization of call flows and integrations (e.g., Zendesk).
  • Intuitive and reliable desktop and mobile apps.
  • Flawless call quality once you understand the system.
  • Slow and confusing support.
  • Limited integration options.

5. Ooma

Ooma Office offers an affordable, cloud-based call routing software for small enterprises. It provides built-in call routing features, like virtual receptionist, ring groups, and call park, which ensure that calls are routed quickly to the right department or individual.
ooma homepage screenshotOoma’s call queuing feature on the Office Pro Plus plan functions like a professional call center for small teams managing high call volumes. This system ensures that calls are answered promptly even during busy periods, making Ooma a practical solution for start-ups seeking advanced call routing capabilities.

Pros

Cons

  • Easy-to-use and affordable for small businesses.
  • Virtual Receptionist, Ring Groups, and Call Park features for efficient routing.
  • Cloud-based system with no need for complex hardware.
  • The Call Queuing feature is available with the Pro Plus plan for handling high call volumes.
  • Some advanced features are only available in higher-tier plans.
  • Limited customization options compared to other call routing solutions.

6. JustCall

JustCall is a cloud-based phone system that provides reliable call routing service for small businesses. Its multi-level IVR menu allows callers to navigate detailed options and reach exactly the right team or service quickly. This reduces unnecessary transfers and ensures that every call is routed efficiently.
justcall homepage screenshotJustCall’s strength lies in its extensive integration with over 100 CRM and helpdesk tools. This connectivity lets your team instantly access customer data while handling calls, providing a smooth call experience for agents and customers.

Pros

Cons

  • Flexible call routing options, including skill-based and geographic routing.
  • Easy setup and management of call flows with real-time data.
  • Multi-level IVR for automated self-service call handling.
  • Ability to route calls based on lead source, agent skills, and customer history.
  • It can get expensive for businesses with growing call volumes.
  • Occasional glitches with the mobile app and integrations.

7. Vonage

Vonage offers an intelligent call routing solution that uses real-time CRM data to route calls based on customer history, preferences, and interactions. It helps small teams to provide a personalized experience without requiring additional resources or complex setups.
vonage homepage screenshotVonage’s priority-based routing is especially useful for small enterprises that need to handle high-value or urgent calls. For instance, returning customers can be routed to the same agent they spoke with previously, creating a seamless experience that boosts the customer satisfaction (CSAT) score.

Pros

Cons

  • Real-time CRM data integration for personalized call routing.
  • Priority-based routing ensures urgent calls are handled first.
  • Self-service options for customers reduce agent workload.
  • Highly customizable routing based on agent specialization and availability.
  • A user interface may be complex for businesses unfamiliar with call routing systems.
  • Customer support response times are slow.

8. GoTo Connect

GoTo Connect is a top small business call routing solution provider. The platform provides a flexible solution for companies that need control over their call flows. Its standout feature is the visual dial plan editor, a simple drag-and-drop tool that lets you design and adjust your call routing paths without technical skills.
goto connect homepage screenshotMoreover, its multi-channel routing allows customers to connect via voice, chat, text, or social media, depending on their preferred method of communication.

Pros

Cons

  • Intelligent routing for better agent matching.
  • Priority-based routing for urgent calls.
  • Time-based routing for peak hours.
  • Multi-channel routing (calls, chat, text, social media).
  • Limited customization on lower-tier plans.
  • Setup can be complex for some features.

9. Emitrr

Emitrr offers an all-in-one call routing software built to help small businesses deliver personalized and efficient customer service. It combines AI-powered routing with real-time data to ensure calls are directed to the most relevant agent or department. This reduces wait times and improves first call resolution.
emitrr homepage imageEmitrr offers advanced call management with its geographic routing that connects calls by location. Furthermore, the platform’s automatic call distribution ensures calls are evenly distributed across available agents, preventing overload and maintaining quick response times.

Pros

Cons

  • AI-powered routing for accurate call distribution.
  • Skill-based and geographic routing for better customer-agent matching.
  • IVR menus and queue callback options to improve call flow.
  • Real-time analytics and CRM integration for better insights.
  • Limited integrations with some third-party tools.
  • Some advanced features may require additional configuration.

10. MightyCall

MightyCall provides a flexible call routing system that is perfect for growing businesses that don’t need the complexity of larger solutions. With options like call to user, call to group, and call to Queue, MightyCall ensures that calls are efficiently directed to the right person or team.
mightycall homepage screenshotMightyCall’s IVR menus and Dial by Name options further streamline the call routing process, allowing customers to navigate to the appropriate department or person without unnecessary delays. For small companies looking for straightforward call routing, MightyCall offers a reliable and user-friendly option.

Pros

Cons

  • Easy-to-use interface with flexible call routing options.
  • Customizable routing to individuals, groups, or queues.
  • IVR menus and "Dial by Name" features for quick navigation.
  • Simple setup, ideal for businesses with limited technical expertise.
  • Complex routing options for high-volume businesses.
  • Limited reporting and analytics capabilities.

Quick Comparison of the 10 Best Call Routing Software

Provider’s Name

Features

Pricing (/user/month)

Calilio

  • Call Queuing

  • Interactive Voice Response

  • Call Forwarding

  • Automated Call Distribution

  • Call Transferring

  • Basic Plan: $15

  • Business Plan: $35

  • Custom Plan

Openphone

  • Call forwarding

  • Call routing

  • Three-way calling

  • Shared number routing

  • Shift-based routing

  • Starter Plan: $19

  • Business Plan: $33

  • Enterprise Plan: Custom

Dialpad

  • Call Flip

  • Power Dialer

  • Call Masking

  • Call Tagging

  • Custom call routing

  • Standard plan: $27

  • Pro plan: 35

  • Enterprise plan: Custom

Aircall

  • Multi-level IVRs

  • Time and date-based routing

  • Smart routing

  • Call Queuing

  • Warm Transfer

  • Essentials: $40 /license

  • Professional: $70 /license

  • Custom

Ooma

  • Virtual Receptionists

  • Virtual fax

  • Extension Monitoring

  • Voicemail Transcriptions

  • Call Analytics

  • Call Queues

  • Call transfer

  • Ooma Office Essentials: $19.95

  • Ooma Office Pro: $24.95

  • Ooma Office Pro Plus: $29.95

JustCall
  • Voicemail & voicemail-to-email

  • Call forwarding

  • Call routing

  • Automated Attendant/IVR

  • Call flip

  • Team: $39

  • Pro: $69

  • ProPlus: $109

  • Business: Custom

Vonage

  • AI Virtual Assistant

  • Automatic Call Distribution System (ACD)

  • Coaching Capabilities

  • Contact Center AI

  • Call Recording Capabilities

  • Call Routing

  • Basic Mobile Plan: $19.99

  • Premium Plan: $29.99

  • Advanced Plan: $39.99

GoToConnect

  • Intelligent call routing (ICR)

  • Priority-based routing

  • Time-based routing

  • Multi-channel routing

  • Auto attendants

  • Basic: $27

  • Standard: $32

Emitrr
  • AI-Powered Online Call Routing

  • Queue Callback

  • CRM Integration

  • Call Monitoring

  • Call Queues

  • Call Routing

  • Standard: $20

  • Professional: $25

MightyCall

  • Voicemail

  • Automatic Call Distribution

  • Customer Callback

  • Business Hours Routing

  • Call to Queue

  • Core Plan: $15 monthly

  • Pro Plan: $20 monthly

  • Enterprise Plan: Custom

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

Choosing the right call routing software depends on your business size, needs, and budget. Consider the factors such as ease of use, scalability, availability of essential features, customization options, and customer support when selecting one for your business.

  • Business Size: Select software that fits your team size and grows with you.
  • Ease of Use: Look for intuitive interfaces and simple setup.
  • Customization: Ensure it offers flexible routing options, like IVR and ACD.
  • Scalability: Choose software that can handle increasing call volumes.
  • Integrations: Consider integration with other tools (CRM, helpdesk, etc.).
  • Cost: Balance features with your budget, look for value, not just price.
  • Support: Ensure reliable customer service for troubleshooting and guidance.
  • Mobile Access: Look for mobile apps for easy management from anywhere.

Conclusion

Choosing the best call routing software is crucial for small businesses aiming to enhance customer service, streamline operations, and maintain professionalism. With a range of solutions available, it’s important to select a platform that offers the right balance of features, scalability, and ease of use.
 

Among the top contenders, Calilio stands out for its comprehensive set of tools, like IVR, call queuing, call forwarding, and business hours management, tailored specifically to meet the needs of growing businesses. If you're ready to improve your call handling and elevate your customer experience, explore what Calilio has to offer and take the next step toward smarter business communication. Try Calilio today and explore its features!

Frequently Asked Questions

How much does call routing cost?

Call routing software costs vary depending on the provider and features you choose. Plans typically range from $10 to $30 per user per month, with advanced features and customization options available at higher prices. But with Calilio, you will get one of the most affordable services, with the pricing plan starting at just $15/user/month.

How does a phone call get routed?

Call routing directs incoming calls to the right agent or department based on preset rules. These rules can include time of day, agent availability, caller location, or skills. Modern systems use intelligent call routing to optimize this process and reduce wait times.

Do I need special hardware to use call routing software?

No, most call routing solutions today are cloud-based and work over the internet using VoIP technology. You can manage calls from smartphones, desktops, or tablets without any special hardware.


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