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What Is Call Center Software?

Updated Nov 1, 2026

Definition · Call Center Software

Call center software lets a support or sales team answer, route, record and report on customer phone calls from a computer instead of desk phones. Most tools today run in the cloud, connect to phone numbers through a VoIP provider, and keep every call together with the customer’s history and other conversations.

Looking for call center software for your team? See LiveAgent’s call center software.

How call center software works

A customer calls your phone number. If you have set up a voice menu (IVR), it asks what the call is about. The call then waits in a queue until the software rings a free agent, or the agent best suited to it (automatic call distribution). The agent answers in the browser or on a SIP phone and sees who is calling and what they asked before. The call is recorded and counted in the reports.

Types of call center software

  • Cloud-based: the provider runs the software and you open it in the browser. There are no servers to install, which is why most small teams start here.
  • Hosted: the provider runs the software on servers it manages for you, sometimes on a server of your own.
  • On-premise: you install the software on your own servers and connect it to your own phone system. Larger companies with their own IT team use this when they need full control.

What call center software usually includes

  • Call routing and queues: calls go to the right agent or department instead of ringing everyone.
  • Voice menus (IVR): callers choose what they need before they reach an agent.
  • Call recording: recordings for training, quality checks and disputes.
  • Callback: callers leave their number instead of waiting on hold.
  • Customer history: the agent sees earlier calls, emails and chats with the caller.
  • Reports: call volume, waiting time, missed calls and handle time.

Call center software vs. a contact center platform

Call center software handles phone calls. A contact center platform also brings in email, live chat, social media and messaging, so a customer who called yesterday and writes today reaches the same conversation. See What is a contact center?

LiveAgent’s call center

Thumbnail for Call Center Software Demo LiveAgent

LiveAgent’s call center is part of its help desk: calls arrive in the same inbox as email, chat and social messages, with call routing, IVR, call recording and callback.

Frequently asked questions

What is a cloud-based call center?
A cloud-based call center is a type of call center solution that operates using cloud computing technology instead of traditional on-premise call centers. This means that the software and infrastructure are hosted and accessed over the internet, rather than being physically located on the premises of the organization. Cloud-based call centers offer greater flexibility, scalability, and cost-effectiveness, as they can be easily accessed and managed from anywhere with an internet connection.
What is call center software?
Call center software lets a support or sales team answer, route, record and report on customer phone calls from a computer instead of desk phones. Most tools today run in the cloud, connect to phone numbers through a VoIP provider, and keep every call together with the customer's history and other conversations.
What features should call center software offer?
Call center tools should be functional, full of features to expand your current processes and user-friendly since your team is going to use it on a daily basis. Essential features include versatility, reliable call recording, call tracking and call analysis, integrations with CRM and email marketing tools, omnichannel support, and reporting capabilities.
What are the benefits of call center software?
Call center software automates customer service and makes it more effective. By implementing call recording software for call centers, businesses can better understand customer interactions and train their support team accordingly. Customer satisfaction increases, which can translate into profit for your company. It also makes it easier for your customer support team to handle inquiries and improve their performance.
What are CRM tools in call center?
CRM tools, or Customer Relationship Management tools, are software applications used by call centers to manage and analyze customer interactions and data throughout the customer lifecycle. These tools typically include features such as contact management, lead management, sales pipeline management, and customer support ticketing. They help call center agents track and manage customer information, streamline communication, and improve overall customer satisfaction.
How do I choose a good call center software?
When choosing call center software, consider your call center's needs and size, and look for advanced features like omnichannel support and CRM integration if necessary. The software should be user-friendly, promote agent productivity, and include reporting, automation, and scalability features. Vendor reputation, support options, and cost are also important to consider.
Do call centers use CRM software?
Yes, call centers commonly use CRM (Customer Relationship Management) software to manage customer interactions, track customer information, and improve customer service. This software allows call center agents to access customer data, history, and preferences, enabling them to provide personalized and efficient service. However, not all call centers use CRM software, and the specific use and implementation can vary depending on the organization and its needs.