5 Best AI Call Center Software 2024 (Ranked by Categories)

In this article, we researched the cream of the crop when it comes to AI call center software. We’ll break down the standout features, strengths, and use cases for each platform.

Best AI Call Center Software

1. JustCall — Best for comprehensive AI coaching and training
2. Nextiva — Best for integrated multi-channel customer experience
3. RingCentral — Best for predictive call Routing and omnichannel support
4. Google Contact Center AI — Best for advanced virtual agents and AI insights
5. Freshworks — Best for AI-powered voice support and real-time analytics

Whether you’re a small business looking to level up your customer service or a major corporation aiming to streamline operations, there’s an AI solution out there that could revolutionize how you handle calls.

1. JustCall

JustCall is a cloud-based phone system that offers AI-powered features specifically designed for call centers and sales/support teams.

It provides real-time conversational intelligence capabilities such as transcription of calls, sentiment analysis to track customer emotions, moment analysis to identify key points in the conversation, and AI scoring of agent performance on each call.

JustCall offers AI-powered agent assistance through real-time prompts and suggestions for agents during calls, automated script recommendations to handle situations better, an AI knowledge base for consistent and accurate responses, and live agent assist to reduce handle times.

The software also provides AI coaching and training features, including custom AI coaching plans tailored to each agent’s needs, identifying top performers and areas for improvement, comprehensive analytics on team performance, and call recording and transcription for training purposes.

JustCall’s intelligent call routing capabilities include smart call distribution to the right agent, advanced IVR menus and call flows, omnichannel integration for SMS, WhatsApp, etc., and CRM integration for centralized customer data.

Other notable features of JustCall’s AI call center software include:

• Automated workflows
• AI-driven lead scoring
• Compliance tools like call recording and PCI compliance
• Open APIs/integrations with popular tools.

As you can see JustCall stands out for its focus on enhancing agent performance through AI-driven coaching, training, and performance analytics.

So, if your organization prioritizes continuous improvement and skills development in your teams, JustCall’s custom coaching plans and AI scoring of agent interactions make it particularly suitable for you.

JustCall Pricing

• Essentials Plan — $19/User/Month (Billed Annually)
• Team Plan — $29/User/Month (Billed Annually)
• Pro Plan — $49/User/Month (Billed Annually)
• Business Plan — Contact Sales

Visit JustCall (14 day free trial)

2. Nextiva

Nextiva offers contact center AI software that can significantly enhance customer service operations.

Nextiva’s advanced IVR system leverages AI to provide an intelligent and efficient self-service experience for customers. It can understand natural language inputs, provide personalized responses, and route calls to the appropriate agent or department based on the customer’s intent.

Nextiva’s AI-powered chatbots can handle routine queries and tasks, freeing up live agents to focus on more complex interactions. These virtual agents can engage in natural conversations, provide personalized recommendations, and seamlessly escalate to a human agent when needed.

During live calls, Nextiva’s AI can provide real-time assistance to agents, such as suggesting relevant knowledge base articles, providing conversation summaries, and offering next-best-action recommendations.

Nextiva’s AI-driven analytics can analyze customer interactions, identify patterns and trends, and provide valuable insights for improving service quality and agent performance. It can also monitor calls in real-time to ensure compliance with industry regulations and mandatory disclosures.

Nextiva’s contact center solution seamlessly integrates various communication channels, including voice, chat, email, and social media, enabling a consistent and personalized experience across all touchpoints. AI helps maintain context and continuity throughout the customer journey.

Nextiva’s AI-powered contact center can integrate with popular CRM systems like Salesforce, providing agents with a comprehensive view of customer data and enabling personalized, context-aware interactions.

Nextiva Pricing

• Essential: $25.95 per month (billed monthly) or $18.95 per month (billed annually)
• Professional: $30.95 per month (billed monthly) or $22.95 per month (billed annually)
• Enterprise: $40.95 per month (billed monthly) or $32.95 per month (billed annually)

Visit Nextiva (free trial)

3. RingCentral

RingCentral offers an AI-powered omnichannel contact center solution called RingCX. RingCentral’s AI capabilities for call centers include predictive call routing that uses AI to match customers with the best skilled agents based on customer profiles and journey data.

It also features intelligent interactive voice response (IVR) that leverages AI for smarter self-service and call routing.

AI provides real-time analytics on call times, first resolution rates, sentiment analysis and other operational metrics. AI automation handles simple tasks, allowing agents to focus on more complex issues without adding labor costs.

Additionally, it offers AI-powered agent assistance tools like real-time call transcription, next-best action recommendations, and automated after-call work.

RingCX is an easy-to-deploy, omnichannel cloud contact center supporting voice, digital channels (chat, SMS, etc.), and CRM integrations.

It is built on a secure global cloud platform with compliance certifications. RingCX has pre-built integrations with CRMs like Salesforce, Zendesk, Microsoft Dynamics and an open API for custom integrations.

It is available globally in multiple languages after recent expansion to UK, France, Germany, Australia. RingCX offers over one thousand features and a growing partner ecosystem for AI capabilities.

RingCentral positions RingCX as an AI-first contact center solution that simplifies omnichannel customer service with automated intelligence and tools to boost agent productivity.

RingCentral Pricing

RingCentral has two main pricing tiers for their RingCX contact center platform:

• RingCX Engage Voice — $65 per user per month
• RingCX Engage Omnichannel — $95 per user per month

Both plans include unlimited voice calling in the U.S. and Canada. The Omnichannel plan adds support for 30+ digital channels like chat, SMS, social media, etc.

There are also add-on products that integrate with RingCX:

• RingSense AI ($60 per user per month) — Provides conversational AI, speech analytics, automated scoring and agent coaching.
• RingCentral Engage Outbound ($75 per user per month) — Outbound dialer capabilities.
• RingCentral Workforce Optimization Suite (pricing available on request) — Advanced workforce engagement, quality management and compliance tools.

4. Google Contact Center AI

The Omnichannel Contact Center Platform is a cloud-native platform supporting multichannel communications (voice, chat, SMS) between customers and agents, optimized for mobile. It includes routing, IVR, queues, and integrates with CRMs.

Virtual Agent with Dialogflow CX allows building advanced virtual agents using a visual flow builder. These AI agents can handle conversations across channels, switch topics seamlessly, and support transactions all day, every day to reduce live agent workload.

Agent Assist provides live agents with AI-powered assistance like real-time transcription, summarization, smart replies for chat, and a generative knowledge base for quick answer lookup. This improves agent productivity.

Insights uses natural language processing to analyze call transcripts, identify call drivers, customer sentiment, and provide analytics to contact center managers for improving outcomes.

Key benefits of Google CCAI include:

• Implementing self-service virtual agents to handle basic queries
• Training live agents with AI-assisted responses and guidance
• Improving first-contact resolution rates and reducing handle times
• Enabling true omnichannel support across digital and voice channels
• Optimizing IVR menus based on AI-driven caller insights

Here is a quick overview of Google CCAI:

Google Contact Center AI Pricing

CCAI products are priced per usage, with costs like:

• Dialogflow Virtual Agent: $0.007 per request, $0.06 per minute of audio input/output
• Speech-to-text: $0.024 per minute of speech recognition
• Text-to-speech: $4 to $16 per million characters, depending on voice
• Agent Assist: $0.06 per chat session, up to 70 messages
• Insights: $5 per 100 conversations for analysis, $10 per 100 for topic model labeling

Google offers $300 in free credits for new customers to explore CCAI. Some free usage tiers are also available, like 60 minutes/month of speech-to-text and up to 4 million characters/month of text-to-speech for free.

The pricing allows businesses to select just the CCAI components they need, paying per usage rather than a flat subscription fee. This enables deploying AI-powered self-service, agent assistance, analytics and more in a cost-effective manner based on actual utilization

5. Freshworks

Freshworks is a customer service software that offers an AI-powered call center software called Freshcaller (part of their Customer Service Suite) that helps businesses provide exceptional voice support to customers.

Freshcaller allows you to create AI-powered voice bots (using natural language processing) that can instantly answer common customer queries 24/7 without human intervention. This helps deflect repetitive calls and reduces wait times for customers.

The interactive voice response (IVR) system in Freshcaller uses speech recognition to allow customers to navigate menus and get routed to the right department using voice commands, providing a more natural experience.

Freshcaller can transcribe customer calls in real time using AI so that agents can quickly review conversations and provide accurate responses. The transcripts also enable deeper analysis of customer sentiments and issues.

Leveraging AI and machine learning, Freshcaller can automatically categorize, prioritize and route incoming calls to the most suitable agent based on factors like issue type, language, skill level etc. This ensures faster resolutions.

Freddy AI, Freshworks’ AI engine, can analyze customer conversations and past tickets to provide relevant knowledge base articles, potential solutions and context to agents in real-time, improving their productivity.

Freddy AI is also a part of the Freshdesk AI helpdesk software.

Freshcaller provides AI-driven insights and analytics on call patterns, customer sentiments, recurring issues and more to help supervisors identify areas for improvement and take proactive actions.

By integrating AI capabilities throughout the call center experience, from self-service to agent assistance and analytics, Freshworks aims to help businesses deliver faster, smarter and more personalized voice support to customers

Freshworks Pricing

Customer Service Suite (Omnichannel Support):

• Growth: $25/agent/month (billed annually)
• Pro: $49/agent/month (billed annually)
• Enterprise: $89/agent/month (billed annually)

Freshcaller (Call Center Software):

• Growth: $19/agent/month (billed annually)
• Pro: $49/agent/month (billed annually)
• Enterprise: $79/agent/month (billed annually)

Visit Freshcaller (21 day free trial)

Choosing the Best AI Call Center Software

Well, there you have it — a whirlwind tour through the world of AI-powered call center software. Who would’ve thought that the dreaded call center could become a hotbed of cutting-edge tech?

From chatbots that never sleep to sentiment analysis that can read a customer’s mood, these AI platforms are seriously upping the game in customer service. They’re not just making life easier for your customers (though that’s huge), they’re also empowering your agents to be absolute rockstars at their jobs.

But here’s the real kicker — this tech isn’t just about handling today’s calls better. It’s about using all that juicy data to predict and prevent tomorrow’s issues before they even pop up.

Now, I know what you’re thinking. “This all sounds great, but which one is right for my business?” Well, that’s the million-dollar question, isn’t it? The truth is, there’s no one-size-fits-all answer. It really depends on your specific needs, budget, and goals.

Maybe you’re a small business looking to dip your toes into AI with some basic chatbot functionality. Or perhaps you’re a large corporation ready to go all-in with a fully integrated, AI-driven call center solution. Whatever your situation, there’s an option out there that can work for you.

The key is to really think about what problems you’re trying to solve and what features would make the biggest impact on your customer service. Don’t just go for the flashiest option — pick the one that aligns best with your business objectives.

Remember, implementing AI in your call center isn’t just about keeping up with the Joneses. It’s about fundamentally transforming how you interact with your customers, making those interactions smoother, more efficient, and dare I say it — even enjoyable!

So, as you mull over these options, imagine the possibilities. Picture a world where your customers actually look forward to calling your support line. Where your agents feel like superheroes, armed with AI sidekicks. Where you can spot and solve problems before they even happen.

That world is within reach, thanks to these incredible AI call center platforms. The future of customer service is here, folks. Are you ready to answer the call?