10 Best Call Routing Software For Small Businesses in 2025

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.

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’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.

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.
Additionally, OpenPhone round-robin and shift-based routing direct calls based on business hours or individual availability while evenly assigning calls among agents.

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.
What 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.

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’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.

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’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.

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’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.

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’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.

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.
Moreover, its multi-channel routing allows customers to connect via voice, chat, text, or social media, depending on their preferred method of communication.

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 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.

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’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.

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.

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.
 

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.

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.

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.