CRM (customer relationship management) software has become a critical component of every business landscape. The same applies to Call Centres. As the primary point of contact for customer inquiries, call centres require efficient tools and systems to manage interactions effectively. Call Centre CRM software provides a centralised platform for managing customer interactions, data, and communication channels, empowering call centre agents to deliver personalised and efficient support.
According to Zippia.com, the global contact centre market is expected to reach $496 billion by 2027. With so much projected growth in the industry, having a solid CRM becomes the backbone of a successful call centre business.
What Is a Call Centre CRM?
Call Centre CRM software is a specialised platform designed to streamline and enhance customer service operations in call centres. These software solutions provide a centralised system for managing customer interactions, data, and communication channels, enabling call centre agents to deliver personalised and efficient support.
Call centres serve as the frontline for customer interactions, handling a high volume of inquiries, resolving issues, and providing support. To effectively manage these interactions and deliver exceptional customer service, call centres need robust tools and systems. This is where Call Centre CRM software comes into play.
Types of Call Centre CRM Software
Not every call centre CRM works the same way. Knowing which type a vendor falls into makes it easier to compare them fairly.
Full-Suite CRM: Manages sales, service, and marketing together with shared customer data across all three functions.
Sales-First CRM: Built around pipeline management, deal tracking, and outbound calling, with service features added on top.
AI-Native CRM: Built with AI at the core, offering predictive scoring, automated summaries, and intelligent call routing as standard rather than an add-on.
List of 8 Best Call Centre CRM You Should Be Aware of
- Runo
- Pipedrive
- Freshworks
- LeadSquared
- Bitrix24
- Zoho CRM
- Salesforce Service Cloud
- HubSpot Service Hub
Comparison of the 8 Best Call Centre CRM Software
| CRM Software | Key Features | Ideal For | Unique Advantage |
| Runo | – SIM-based calling- AutoDialer- Real-time analytics- In-built CRM | SMBs to Enterprises & Telecalling Teams | Great for SIM-based calling and lead management. Combines CRM and telecalling in one app; no need for cloud telephony |
| Pipedrive | – Built-in phone- Workflow automation- Contact categorisation- Sales reporting | Sales Teams & B2B Companies | Easy integration with tech stack and detailed sales insights |
| Freshworks | – Sales automation- AI-powered chatbots- Predictive scoring- Slack integration | Mid to Large Enterprises | Great for multi-channel customer engagement & team collaboration |
| LeadSquared | – Marketing automation- Workday planning- Mobile CRM- App integrations | Growing Call Centres | Good for structured team workflows and omnichannel sales |
| Bitrix24 | – Task/project management- Sales analysis- Contact centre- Reporting tools | Large Teams & Enterprises | All-in-one platform for CRM, marketing, communication, and collaboration |
| Zoho CRM | – 50+ native apps- Zia AI scoring- Workflow automation- Cost-effective tiers | Cost-conscious SMBs to mid-market | Full-suite CRM at a fraction of enterprise pricing |
| Salesforce Service Cloud | – Einstein AI- Service Cloud Voice- Omnichannel routing- Deep AppExchange ecosystem | Enterprise contact centres with complex operations | Most complete CRM type coverage with deepest integration ecosystem |
| HubSpot Service Hub | – Unified sales, marketing, service- Open API- Fast deployment- Visual workflow builder | Mid-market teams needing fast time-to-value | Fastest deployment with open data access to adjacent systems |
1. Runo
Runo is among the best Call Centre CRM solutions in the market. It is the simplest, easiest-to-implement CRM app you will come across. Runo is not just a CRM; it is a SIM-Based outbound telecaller app.
It enables your team to make SIM-level calls. It includes all the features required for a call centre, including an AutoDialer, real-time performance analytics, and a built-in CRM.
Runo eliminates the need for two separate apps for calling and for customer relationship management and streamlines your telemarketing efforts.
Top Features of Runo:
- SIM-Based Call Management
- Real-Time Call Tracking
- Call Reminders & Follow-Ups
- AI Call Summaries
- Auto Dialer
- Lead Management
- Call Recording
- Advanced Caller ID
2. Pipedrive
Pipedrive CRM is another call centre app with well-recognised calling features. With easy access to sales and email marketing tools, it seamlessly integrates with your existing technology stack.
Pipedrive CRM helps you master sales calls with its built-in phone feature and workflow automation to streamline call management. Its contact management organises your contacts into “people” and “organisations” categories, while sales reports provide accurate analyses of results.
Pipedrive CRM empowers call centres with efficient call handling, streamlined contact management, and actionable insights to improve sales performance.
3. Freshworks
Freshworks is customer engagement software that enables businesses to deliver exceptional customer experiences while simplifying telemarketing and CRM calls. Packed with powerful features, Freshworks helps call centres streamline their processes.
Key features include sales automation for easy sales activities, predictive contact scoring to prioritise the best opportunities, AI-powered chatbots for real-time visitor engagement, Slack integration for seamless team collaboration, and the ability to create tailored email campaigns.
With Freshworks, call centres can efficiently manage sales, engage with customers, and optimise their telemarketing efforts.
4. LeadSquared
LeadSquared is an advanced CRM software that enables call centres to make efficient calls and drive improved results. With its comprehensive features, LeadSquared enables businesses to transform sales across all channels and drive significant growth in their sales pipelines.
Key features include marketing automation to understand prospects and increase ROI, Workday planning to streamline team schedules, mobile CRM for flexible work, and seamless integrations with other apps to ensure data consistency.
By leveraging LeadSquared, call centres can enhance their sales processes, build lasting relationships, and improve operational efficiency.
5. Bitrix24
This call centre CRM is a powerful platform that offers a wide range of resources to boost call centre productivity and revenue.
This Call Centre CRM is an all-in-one online suite that includes marketing automation, sales analysis, task and project management, a contact centre, and detailed reporting.
They enable call centres to optimise their marketing campaigns, make data-driven decisions, streamline task management, enhance customer communications, and gain valuable insights for growth.
6. Zoho CRM
Zoho CRM offers full-suite sales, service, and marketing automation through an ecosystem of 50+ native applications, with Zia AI powering lead scoring and forecasting at cost-effective pricing tiers.
Top Features of Zoho CRM:
50+ native app ecosystem including Zoho Desk and Zoho Analytics
Zia AI-powered lead scoring and forecasting
Workflow automation across sales and service
Open API architecture for third-party integrations
Rated 4.3 on both Gartner and Capterra, customers highlight ease of deployment, low cost, and configurability, though some note the need for more feature depth in advanced coaching.
7. Salesforce Service Cloud
Salesforce Service Cloud delivers full-suite sales, service, and marketing capabilities through a unified data model, with Einstein AI powering predictive analytics and conversational intelligence across every channel.
Top Features of Salesforce Service Cloud:
Einstein AI for automated case classification and sentiment analysis
Native telephony through Service Cloud Voice
Deepest AppExchange integration ecosystem in the category
Unified data model across sales, service, and marketing
Pricing scales significantly with advanced AI and API access tiers, so it suits enterprise contact centres more than small telecalling teams looking for a quick, low-cost setup.
8. HubSpot Service Hub
HubSpot Service Hub combines sales, marketing, and service in a unified interface with an open API architecture, known for the fastest time-to-value deployment in the CRM category.
Top Features of HubSpot Service Hub:
Visual workflow builder for fast, guided setup
Native connection between marketing, sales, and service hubs
Open API architecture for adjacent system integration
AI-powered predictive scoring and automated insights
Best suited to mid-market contact centres that need sales, marketing, and service in one CRM without the deployment complexity of an enterprise platform.
CRM and Call Management Software Pricing Comparison
Choosing the right CRM or call management platform is not only about features. Pricing, billing flexibility, and free trial options also play an important role. The table below compares the starting price, highest plan, free trial availability, and billing cycle of popular CRM and call management software to help you compare them quickly:
| Platform | Starting price | Highest plan | Free trial | Billing |
| Runo | ₹599/user/month | ₹899/user/month | 10 days | Quarterly, half-yearly, yearly |
| Pipedrive | US$14/seat/month | US$69/seat/month | 14 days | Annual |
| Freshworks | ₹999/agent/month | ₹5,699/agent/month | Available | Annual |
| LeadSquared | $2,500/user/month | $5,000/user/month | Contact sales | Custom |
| Bitrix24 | Free | ₹19,990/organisation/month | Free plan | Monthly |
| Zoho CRM | ₹1,300/user/month | ₹3,600/user/month | Available | Annual |
| Salesforce Service Cloud | US$25/user/month | US$165/user/month | Available | Annual |
| HubSpot Service Hub | US$20/seat/month | US$150/seat/month | Available | Annual |
Benefits of Call Centre CRM Software
- Call centre CRM software centralises all customer data in one place. Agents access call history, emails, and previous issues instantly.
- The best call centre softwares improves customer experience by enabling faster, more personalised responses on every interaction.
- A call centre CRM tool automates routine tasks like call logging, data entry, and follow-ups, reducing manual work for agents.
- Built-in call centre CRM features, such as automated call routing, connect customers to the right agent faster and reduce wait times.
- Contact centre softwares helps increase agent productivity by enabling teams to focus on conversations rather than administrative tasks.
- Managers using the best CRM for call centre gain real-time visibility into KPIs, call volume, and agent performance through live dashboards.
- Call recording and analysis support better coaching and continuous performance improvement.
- Workflow automation ensures that post-call actions, such as ticket creation or email follow-ups, occur consistently.
- Centralised data eliminates system switching and reduces errors, improving operational efficiency.
- Analytics and insights help teams make data-driven decisions to improve retention, service quality, and customer loyalty.
Frequently Asked Questions
What is a Call Centre CRM?
A Call Centre CRM is software that centralizes customer data, call history, and communication channels to help agents manage calls, track interactions, and deliver personalized support efficiently.
How does Call Centre CRM software improve sales?
Call Centre CRM software improves sales by giving agents a 360-degree customer view, automating follow-ups, prioritizing leads, and enabling personalized conversations that increase conversion rates.
Which is the best Call Centre CRM software for telecalling teams?
The best Call Centre CRM software for telecalling teams combines calling and CRM in one system, offers real-time analytics, auto dialers, call tracking, and easy setup, making tools like SIM-based CRMs highly effective.
Who should use a Call Centre CRM tool?
Sales teams, customer support teams, marketing teams, and operations managers across industries like finance, e-commerce, healthcare, and real estate should use a Call Centre CRM tool to manage high-volume interactions.
What features should I look for in the best CRM for a call centre?
Key call centre CRM features include unified CRM and telephony, call recording, automation, omnichannel support, real-time reporting, lead management, and integration with other business tools.