Have you ever called a company and been transferred multiple times before reaching the right person? Frustrating, isn’t it? Call routing software is the solution to this problem. It’s like having a smart traffic controller for your phone system. It ensures every call reaches the right person or department.
Modern call center software doesn’t require bulky hardware and constant maintenance anymore. Today’s tools are flexible, cloud-based, and have advanced call routing features like skill-based routing and real-time analytics.
This article will help you find the best call center software for your business.
What is Call Routing Software?
Call routing software is a technology that directs incoming calls to the most appropriate destination within an organization. This could be an agent, a department, or an automated response system.
You might ask, how does a call routing software work? Here’s how it works:
- A customer calls your business.
- The software identifies their needs based on input (like pressing a number on their keypad) or pre-existing data.
- The system automatically directs the call to the most suitable agent, department, or voicemail.
Without automatic call distribution and routing software, managing high call volumes can overwhelm your team and frustrate customers. By automating call distribution, businesses:
- Improve response times
- Reduce customer complaints about being transferred repeatedly
- Free up agents to focus on solving problems rather than sorting calls
With these benefits in mind, let’s explore the best call routing solutions available today.
10 Best Call Routing Software
Here are the top 10 call routing software options that you can choose from.
1. Analytic Call Tracking
Analytic Call Tracking is the top call routing software solution because it combines accurate call attribution with advanced call routing setup and capabilities.
It doesn’t just direct calls; it helps businesses understand where their calls are coming from and how to connect customers to the right person or team. This dual focus on routing and analytics makes it ideal for businesses that rely on phone interactions to generate leads or provide exceptional customer service.
Features
This software goes beyond basic routing by linking every call to its marketing source. Whether a lead comes from a Google Ad, social media, or a direct mail campaign, Analytic Call Tracking identifies the origin and tracks conversions. Businesses can use this data to refine their strategies and boost return on investment (ROI).
The platform’s call routing options are highly customizable. You can route calls to specific agents based on geography, rotate calls across your team, or ring multiple phones simultaneously to avoid missing important inquiries.
Advanced features like call whisper give agents useful context before answering, improving the customer experience.
With tools like call recording, blacklisting, and campaign tracking, businesses can optimize their workflows while reducing inefficiencies. The software’s detailed reporting capabilities allow users to measure key metrics like call duration, source performance, and conversion rates.
Pricing
Analytic Call Tracking offers three plans to fit different business sizes:
- Starter plan ($29/month): Comes with basic features like call tracking and voicemail.
- Pro plan ($79/month): Adds advanced options such as keyword tracking, Google Ads integration, and dynamic number insertion (DNI).
- Agency plan ($199/month): Includes white labeling, client billing, and customization options for agencies managing multiple clients.
Each plan includes a 15-day free trial, so you can explore all the features risk-free. You can also save 25% by paying annually.
Pros
Companies choose Analytic Call Tracking because it combines operational efficiency with actionable customer data. By improving routing accuracy and tracking campaign performance, it helps businesses deliver better service and optimize marketing budgets.
Take advantage of their 15-day free trial, or book a demo!
2. RingCentral
RingCentral is a cloud-based solution that helps businesses manage customer interactions across voice, SMS, and video channels. It uses intelligent call routing and AI-driven analytics to improve communication workflows and enhance customer service.
With tools like omnichannel support, interactive voice response (IVR), and real-time reporting, it’s a suitable option for businesses in hybrid or remote work environments.
Source: Ringcentral.com
Features
RingCentral’s intelligent call routing ensures customers are connected to the right agent by analyzing caller ID, location, and call history. Callers can opt for a callback or switch to SMS to avoid waiting on hold. The platform also includes IVR, which allows customers to self-serve by navigating menus with their voice or keypad.
AI-powered quality assurance analyzes call recordings to evaluate sentiment, agent performance, and recurring issues. Omnichannel support integrates voice, email, SMS, and social media into one dashboard so agents can manage multiple channels seamlessly.
Reporting tools track performance metrics like response times. agent availability and productivity, giving businesses actionable data to improve operations.
Pricing
- Core plan starts at $30 per user/month. It includes unlimited calling within the U.S. and Canada, team messaging, video meetings for up to 100 participants, and basic call management features.
- Advanced plan starts at $35 per user/month. This plan adds automatic call recording, advanced call monitoring tools, CRM integrations, and enhanced analytics.
- Ultra plan starts at $45 per user/month. It includes all advanced plan features plus unlimited storage, video meetings for up to 200 participants, and real-time AI assistance.
Pros
RingCentral offers a clean and intuitive interface, making it easy for teams to get started with minimal training. It integrates well with customer relationship management (CRM) platforms like Salesforce and Zendesk, enabling agents to access customer information during calls.
Cons
Some users report occasional delays when using the platform remotely, which can disrupt workflow. According to some customers, RingCentral’s support services are inconsistent in resolving subscription or billing issues.
Additionally, there are instances where calls fail to ring or display in the interface, which can lead to missed opportunities.
3. Nextiva
Nextiva improves customer communication by integrating phone, SMS, and web chat into a single cloud-based platform. It streamlines customer service operations with features like intelligent call routing, IVR for self-service, and real-time analytics.
These tools help businesses improve customer service while optimizing workflows for efficiency.
Source: Nextiva.com
Features
Nextiva’s omnichannel support allows businesses to manage calls, messages, and chats in one interface. Its intelligent call routing uses caller ID and location to connect customers with the most qualified agent, reducing wait times and improving service quality.
IVR menus enable customers to self-serve for common inquiries, while real-time analytics track metrics like agent performance and call sentiment. These insights help businesses find areas for improvement and refine their processes.
Pricing
- The digital plan costs $25 per user per month and includes tools for digital engagement, SMS, social media monitoring, and a unified helpdesk.
- The core plan is priced at $36 per user per month and adds inbound and outbound voice calls, business SMS, video meetings, and smart call routing.
- The Engage plan is $50 per user per month and offers customer-to-team SMS, toll-free numbers, advanced analytics, and live or bot web chat.
- The Power Suite plan costs $75 per user per month and includes priority-based call routing, advanced sales and service tools, supervisor dashboards, and automatic callbacks.
Pros
Nextiva’s cloud-based platform works well for remote and hybrid teams. Agents can access the system from anywhere. The software efficiently handles multiple communication channels and integrates seamlessly with other business tools.
Features like video calling, auto-attendant, and advanced analytics make it a helpful solution for managing customer interactions.
Cons
The unlimited plan only supports businesses in the U.S. and Canada, which limits its appeal for global operations.
4. Zendesk
Zendesk provides an AI-powered platform to enhance customer interactions and improve call and cloud contact center efficiency. The software integrates phone support with other communication channels, such as email, chat, and social media, into a single workspace.
This approach ensures agents can handle inquiries seamlessly and have access to customer profiles and context for personalized service.
Source: Zendesk.com
Features
Zendesk offers omnichannel support, allowing agents to manage voice, chat, and social media interactions without switching between platforms. Its intelligent call routing prioritizes and connects calls to the most qualified agent based on customer intent and sentiment. AI-generated call transcripts and summaries save agents time during post-call wrap-ups, helping them focus on the next customer.
The platform’s IVR software enables self-service for common issues, freeing agents for more complex inquiries. During busy periods, customers can request callbacks or continue their conversation via SMS.
Managers can monitor operations with real-time dashboards that track call volume, wait times, and agent performance, while historical reports help identify trends and plan for future needs.
Pricing
- Support team ($25/agent/month): Includes basic tools for email, contact forms, and predefined responses.
- Suite team ($69/agent/month): Adds AI tools, live chat, phone support, and call recording.
- Suite professional ($149/agent/month): Includes skills-based routing, custom analytics, multilingual support, and HIPAA compliance.
- Suite enterprise ($219/agent/month): Offers sandbox environments, custom agent roles, audit logs, and up to 300 help centers.
Pros
Zendesk integrates with over 1,700 apps, making it suitable for businesses that rely on multiple tools. Its advanced data privacy features handle sensitive customer information.
Workforce management tools, like automated scheduling, agent management software, and AI-powered forecasting, help optimize agent productivity.
Cons
Zendesk’s tools for outbound campaigns are limited, making it less helpful for businesses that need high-volume proactive outreach. Users have reported slow performance when filtering reports for large teams, and the QA setup process can be confusing for beginners.
5. Five9
Five9 is a cloud call center solution that supports voice, email, chat, and SMS. It helps businesses streamline operations with tools like intelligent call routing, IVR, and machine learning-driven analytics.
Combining automation and omnichannel capabilities, Five9 enhances agent efficiency and customer satisfaction.
Source: Five9.com
Features
Five9 provides omnichannel communication, enabling businesses to manage interactions across multiple platforms, including voice calls, SMS, email, and chat. Its intelligent call routing connects customers to the most qualified agent by monitoring in-time data like caller ID and location.
The platform’s power dialer automates outbound calls, connecting agents to live conversations. Customers can use IVR to navigate menu options and self-serve for basic inquiries. Five9’s virtual assistant offers on-call coaching, while supervisors can analyze call recordings and performance metrics to improve training and adjust staffing levels.
Five9 includes reporting and analytics tools that track call volume, agent productivity, and customer satisfaction. Its quality assurance features review interactions across all channels, identifying areas for improvement in seamless customer experience and communication.
Pricing
- The Digital bundle costs $119 per concurrent user per month and includes omnichannel communication, call recording, and a power dialer.
- The Core bundle is also priced at $119 per concurrent user per month and adds voice channel support, interaction analytics, and basic workforce engagement tools.
- The Premium bundle includes enhanced omnichannel support and supervisor tools for agent performance optimization.
- The Optimum bundle offers advanced workforce engagement tools and proactive customer outreach features.
- The Ultimate bundle includes advanced analytics, automation tools, and features designed for large contact centers.
Pricing is not publicly disclosed for the premium, optimum, and ultimate bundle.
Pros
Five9’s power dialer and routing tools boost agent productivity, while the platform’s clear, consistent audio ensures positive customer interactions. Many users highlight the responsive 24/7 support and how quickly managers and agents can adapt to the system.
Cons
Some users report frequent software crashes, login issues, and delays in connecting calls, which can disrupt workflows. There are also complaints about delays between the customer answering and the agent connecting, which can result in lost opportunities.
6. LiveAgent
LiveAgent is an easy-to-use software for managing customer calls and messages, whether they come from phone calls, live chat, or emails. It helps businesses organize their customer service by routing calls to the right person. The platform also offers self-service options like menu selections and keeps a record of every conversation for future reference.
LiveAgent works with headsets and hardware phones and lets customers call directly from a website using a simple button.
Source: Liveagent.com
Features
LiveAgent’s automated call distribution (ACD) guarantees calls go to the right person or team based on rules set by the business. For example, if a customer needs tech support, the system can automatically route their call to the tech department. Businesses can add a click-to-call button to their website, making it easy for customers to call from their browser.
The software includes a customizable IVR system. It also allows agents to make internal calls to teammates for quick help or collaboration.
LiveAgent also supports video calls, which are useful for detailed customer inquiries or team meetings. All calls are recorded and stored, each with a unique ID, so agents can revisit past conversations when needed.
Pricing
- Small business plan ($19/agent/month): Includes basics like ticketing, live chat, and automation.
- Medium business plan ($35/agent/month): Adds call center tools like IVR, reporting, and service-level agreements.
- Large business plan ($59/agent/month): Includes social media messaging, single sign-on (SSO), and custom roles.
- Enterprise plan ($85/agent/month): Offers priority support, a dedicated manager, and multilevel knowledge bases.
Pros
LiveAgent is suitable for small to medium businesses because it’s affordable and easy to set up. Its interface is straightforward, so agents can learn it quickly. The ability to transfer calls between team members and add private notes makes communication smoother.
Integrations like Google Maps can even help visualize where customers are located, which is handy for businesses with physical locations.
Cons
Some features, like the call button, can be tricky to embed on a website without good documentation. The support team is based overseas, which some users find inconvenient.
Additionally, the spam filter isn’t very effective at blocking unwanted emails, leading to repeated spam issues.
7. Talkdesk
Talkdesk helps businesses manage customer calls and messages across multiple channels. It’s built for companies that need tools to handle phone calls, texts, web chats, and social media messages efficiently.
Source: Talkdesk.com
Features
Talkdesk offers omnichannel support, which means businesses can communicate with customers through different platforms like phone calls, SMS, web chat, and social media. Its intelligent call routing uses caller ID and location to send calls to the right agent or department.
The IVR feature lets customers use a menu to answer simple questions or request a callback if agents are busy. Supervisors can monitor performance using call recording and real-time dashboards, which track important data like how many calls are coming in, how long customers wait, and how agents are performing.
The platform also integrates with over 70 tools, such as CRMs, making it easy for businesses to connect Talkdesk with their existing systems.
Pricing
- CX cloud essentials ($85/user/month): Includes voice support, call routing, dashboards, a mobile app, and integrations with over 70 tools.
- CX cloud elevate ($115/user/month): Adds email, SMS, chat, and social media messaging, plus screen recording and quality management tools.
- CX cloud elite ($145/user/month): Offers custom reports, performance management, and advanced add-ons like workforce management or customer analytics.
Pros
Talkdesk’s real-time dashboards give managers instant updates on call center performance so they can make quick adjustments when needed. The mobile app is a big plus for remote or part-time call center agents, letting them handle calls from anywhere.
Cons
The platform doesn’t have as many pre-built integrations as some competitors, so setting up specific workflows may take more effort. It also lacks a built-in ticket escalation feature, which might be a drawback for teams needing advanced case management.
8. Ooma
Ooma is a virtual phone system that supports companies of all sizes, offering tools like intelligent call routing, customizable call flows, call center software, and multi-level IVR.
Whether for startups or established businesses, Ooma’s user-friendly platform provides reliable solutions for managing customer calls efficiently.
Source: Ooma.com
Features
Ooma uses intelligent call routing to connect callers to the right agent or department, minimizing wait times. Its drag-and-drop dynamic call routing flow designer allows businesses to customize how calls are routed, so it’s easy to adapt workflows to specific needs.
The system also includes multi-level IVR, enabling callers to navigate menus for self-service options or get directed to the right person.
The skills-based routing feature ensures that customers are matched with agents who have the right expertise. If a call drops, the intelligent reconnect feature automatically reconnects the caller with the same call center features and the same agent.
Pricing
- Ooma Office Essentials costs $19.95 per user per month and includes unlimited calling within the U.S., Canada, Mexico, and Puerto Rico. Features include virtual fax, mobile and desktop apps, and a virtual receptionist.
- Ooma Office Pro is priced at $24.95 per user per month, adding video conferencing, call recording, voicemail transcription, enhanced call blocking, and third-party integrations.
- Ooma Office Pro Plus costs $29.95 per user per month and includes all Pro features, along with hot desking, call queues, CRM integration, live call monitoring, and advanced analytics.
Pros
Ooma is helpful for small and medium businesses thanks to its affordability, user-friendly interface, and straightforward setup. Users praise the clear call quality, reliable performance, and features like the virtual receptionist, which enhances professionalism.
Its integration with mobile and desktop apps makes it accessible for remote teams.
Cons
Some features, like voicemail transcription and desktop softphone apps, require additional fees, which can add up for smaller budgets. Users report occasional issues logging into the system and inconsistent call quality during outages.
Support responses to technical problems can vary, requiring multiple follow-ups to resolve certain issues.
9. 8×8
8×8 is a cloud-based platform suitable for businesses that need reliable communication tools. It guarantees a 99.99% uptime, ensuring consistent performance with minimal downtime.
Its easy-to-use interface and resources, such as a detailed knowledge base and expert assistance, help businesses get started quickly.
Source: 8×8.com
Features
8×8 offers intelligent call routing to connect customers to the appropriate agent or department. It includes click-to-call options, making it easier for customers to reach your business from your website or app. The platform’s text analytics feature helps analyze customer conversations to identify trends and areas for improvement.
Additional features include customer surveys, allowing businesses to gather feedback and improve service quality. With built-in analytics, managers can track call performance and customer satisfaction to make better decisions about their call center operations.
Pricing
8×8 does not provide pricing details to the public.
Pros
8×8 provides reliable communication tools, including high-quality audio and a robust mobile app, making it suitable for businesses with remote or mobile teams. Its features, like call routing and surveys, give smaller businesses the tools to improve customer service.
Users also find its interface intuitive and easy to navigate.
Cons
Some users have reported issues with customer support, noting long wait times and unhelpful responses from offshore teams. Contract terms have also been criticized for being rigid, with automatic renewals that are difficult to cancel.
Moreover, outages lasting several days have been reported during business hours which disrupts operations.
10. Aircall
Aircall provides features that improve team collaboration and streamline call management. It provides tools like intelligent call routing, shared inboxes for organizing calls, and mobile support for agents working remotely.
With its easy setup and integrations, Aircall is helpful for businesses looking to enhance their communication systems.
Source: Aircall.com
Features
Aircall’s intelligent call routing directs calls to the most appropriate agent or team. This way, customers connect with someone who can assist them immediately. The shared inbox feature allows agents to view assigned calls, add comments for context, and categorize them using tags, making it easier for teams to collaborate.
The platform includes IVR menus, which let customers handle common inquiries. Supervisors can use live call monitoring to listen in on conversations for training or support purposes, while call recordings provide a way to review interactions and identify areas for improvement.
Reporting dashboards give businesses insights into performance metrics, available in real-time and historical views.
Pricing
- Essentials plan ($40/license/month): Includes unlimited inbound calls (excluding toll-free numbers), IVR, call recording, click-to-dial, SMS/MMS, and softphone access for desktop and mobile.
- Professional plan ($70/license/month): Adds Salesforce integration, advanced analytics, mandatory call tagging, queue callback, power dialer, and voicemail drop.
- Custom plan: (minimum 25 licenses required). Includes unlimited outbound calls, custom onboarding, API developer support, SLAs, and single sign-on.
Pros
Aircall is user-friendly and integrates well with tools like Zendesk, which makes it suitable for teams needing flexible workflows. Many users appreciate the call quality and the mobile app’s ability to let agents make professional calls from their devices.
Cons
Some users report dropped calls and connection issues, which can disrupt workflows. Complaints about overcharges for unused licenses have also surfaced, with some businesses finding the billing practices difficult to manage.
Other than that, the call log and missed call notifications occasionally fail to sync correctly, requiring agents to double-check records in the native app.
Connect Customers Faster With Analytic Call Tracking
Call routing software helps businesses reduce wait times and improve customer service. A strong call routing system reduces wait times and improves efficiency by eliminating unnecessary call transfers.
If your business wants a call routing solution that also tracks marketing performance, Analytic Call Tracking delivers both. It directs calls to the right agents while analyzing which marketing campaigns generate the most leads.
Analytic Call Tracking might be the right call center software you’re looking for.
Start your 15-day free trial or schedule a demo today!
FAQs About Call Routing Software
What is call routing software?
Call routing software automatically directs incoming calls to the right agent or department based on preset rules. It uses data like caller ID, location, or past interactions to ensure customers connect with someone who can assist them immediately. This reduces wait times and eliminates the need for multiple call transfers.
How much does call routing cost?
Pricing varies depending on the provider and features. Basic plans start around $20 per user/month, while advanced plans with AI routing, analytics, and other CRM integrations can range from $100 to $200 per user/month. Some providers offer custom pricing for large businesses.
What is the best phone system for a call center?
Analytic Call Tracking is a top choice for call centers because it combines smart call routing with marketing insights. It tracks call origins, optimizes agent distribution, and integrates with CRMs to improve customer service. With real-time analytics and call recording, businesses can boost efficiency and measure campaign success.
