Omnichannel cloud contact centre with IVR, ACD and outbound dialling
Best Call Routing Software
Call routing software is a tool that intelligently directs incoming phone calls to the most appropriate destination within an organization. It uses predefined rules and criteria to determine where a call should be directed, ensuring efficient and optimized handling. This technology is crucial in managing and organizing call flows, enhancing customer interactions, and improving overall communication processes within businesses and call centers.
More about Call Routing Software
What are the types of call routing software?
ACD-based call routing: This is the type most people are familiar with when reaching out to an organization, and the type least preferred by callers. With your basic ACD-based call routing system, calls are placed in a queue until the next agent is available. The result? Often, very long wait times.
Skills-based call routing: This form of routing uses data to guide the call appropriately through the system, often based upon the likely criteria or skills needed to take the call. This could mean matching a Spanish-speaking agent with the next caller who is assumed to be Spanish-speaking as well, due to the location of the caller.
Priority-based call routing: This funneling system forms queues based upon the criteria an organization provides on its customer database. Think airlines that prioritize boarding with its first-class passengers. The same could be applied with priority-based routing to allow faster “white glove” service with less wait time (if any) for certain clients.
Outside of simply providing a call center, you will want to factor in that customers today are looking for an Omni channel approach, one that allows them to reach out using chat, social media messaging, or email. This approach should also be given consideration since it allows for a more integrated experience.
Call Routing Software Compared
Compare the 10 most relevant Call Routing Software options on price, free trial and deployment.
| Product | Starting price | Free trial | Free plan | API | Deployment |
|---|---|---|---|---|---|
 CallRail Call tracking, routing and conversation intelligence for marketing attribution | $50/month | ✓ | – | ✓ | Cloud Based |
 Convoso Outbound predictive dialer and contact center platform for high-volume sales… | Custom | – | – | ✓ | Cloud Based |
 Twilio Cloud communications platform (CPaaS) for SMS, voice, video, email, and… | $19.95/month | ✓ | ✓ | ✓ | Cloud Based |
 Dialpad AI-native business phone, meetings and contact center platform | $15/month | ✓ | – | ✓ | Cloud Based |
 Aircall AI-powered cloud phone system built for sales and support teams… | $30/month | ✓ | – | ✓ | Cloud Based |
 CloudTalk Cloud-based VoIP call center and business phone system for sales… | €27 | ✓ | – | ✓ | Cloud Based |
 JustCall AI-powered business phone and communication platform for sales and support… | $29 | ✓ | – | ✓ | Cloud Based |
 Genesys Cloud AI-powered experience orchestration platform for omnichannel contact centers | $75 | ✓ | – | ✓ | Cloud Based |
 RingCentral AI-powered cloud phone, video, and messaging platform trusted by 400,000+… | $20/month | ✓ | – | ✓ | Cloud Based |
 Nextiva Cloud VoIP phone system and contact center software for growing… | $15 | – | – | ✓ | Cloud Based |
All Software
11 Best Call Routing Software Options
Showing 21 - 11 of 11 products
Bright Pattern is a cloud contact centre platform whose routing layer covers both inbound and outbound voice alongside digital channels. Inbound calls run through IVR and ACD to reach the right queue or agent, while outbound campaigns support multiple dialling modes, and the same routing logic extends across SMS and MMS, web and video chat, email and social messengers so a conversation can move channel without restarting.
Quality management works across every channel rather than voice alone, with native call recording and AI tooling for sentiment and keyword analysis. Co-browse and remote assist let agents work alongside a customer on screen. Compliance coverage spans HIPAA, PCI, GDPR and TCPA. Four packages are offered, from voice-only through omnichannel, all quoted rather than publicly priced.
Read Bright Pattern Reviews Explore additional details
Explore various Keka features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Bright Pattern Features- Inbound voice routing with IVR and ACD
- Outbound voice with multiple dialling modes
- SMS and MMS messaging and campaigns
- Web chat and video chat
- Email and social messenger channels
- Native call recording
- Omnichannel quality management across all channels
- AI-powered sentiment and keyword analysis
- Co-browse and remote assist
- Compliance support for HIPAA, PCI, GDPR and TCPA
Pricing
Bright Pattern Caters to
- StartUps
- SMEs
- Agencies
- Enterprises
Call Routing Software Buyer's Guide
Call Routing Software decides which phone rings, in what order, and what the business learns from the call afterwards. Those are two distinct jobs, and the products split sharply along that line.
What is Call Routing Software?
Call Routing Software is a system that directs inbound calls to the right destination using rules, and records what happened on each call. Rules can key on the number dialled, caller location, time of day, IVR selection, agent skill, or the campaign that produced the call.
The category contains two different buyer intents. Marketing attribution tools such as CallRail assign tracking numbers to campaigns so a call can be traced back to the ad, keyword or page that generated it. Contact centre platforms such as Bright Pattern, Genesys and Dialpad route at operational scale through IVR and ACD across voice and digital channels. Both route calls; only one tells you which advert paid for it.
Key features to look for in Call Routing Software
- Route calls by skill, location, time and IVR selection
- Assign tracking numbers to campaigns and web sessions
- Record and transcribe conversations automatically
- Analyse transcripts for keywords, sentiment and lead quality
- Provision local and toll-free numbers on demand
- Support outbound dialling modes alongside inbound queues
- Push call outcomes into the CRM as they complete
- Report attribution across the full customer journey
How to choose Call Routing Software
To choose Call Routing Software, decide first whether the call is a marketing event or an operational one. Pick an attribution tool, if your question is which channel produces calls. Pick a contact centre platform, if your question is how to staff and measure queues.
Confirm the overage model before signing. Bundled minutes and numbers run out quickly on a busy line, and per-minute rates are where the published price stops being the real price.
Call Routing Software pricing
Attribution tools publish rates. CallRail runs four tiers from $50 to $195 per month, each including five local numbers, with extra numbers at $3 and extra local minutes at $0.06. Annual billing saves up to 10%, and every account starts with a 14-day trial requiring no card.
Contact centre platforms quote instead. Bright Pattern sells four packages, Call Center Standard through Omnichannel CX, with no published seat price. Expect per-agent pricing with a seat minimum, and expect telephony charges to sit outside the platform fee.
FAQs of Call Routing Software
Call Routing Software covers the operational side of call routing work, holding records, scheduling and invoicing together instead of across separate tools.
Generic software leaves you building the call routing specifics yourself, whereas Call Routing Software ships with them at a higher price.
Fit depends on the scale Call Routing Software was designed for, so check whether the vendor’s typical call routing customer resembles your own operation.
Migration support varies across Call Routing Software, so ask what the vendor imports as standard from your current call routing records and what needs manual work.
Call Routing Software is usually billed per seat or per site each month, and specialist call routing tooling generally prices above generic software.
Test Call Routing Software on genuine call routing tasks with the people who will actually use it rather than on a scripted scenario.