Tired of endless call transfers?
Nothing frustrates customers more than being bounced between departments. It wastes their time and your agents’ valuable energy.
It’s a sign of a disjointed system. When agents can’t resolve issues quickly, your entire customer experience and brand reputation suffers.
It’s no surprise then. A Global Tech Stack report shows that 61% of businesses are cutting down traditional phone lines. This highlights just how badly outdated systems are failing modern support teams.
The right software can fix this entirely. It helps you empower agents with real-time data to resolve calls on the very first try.
In this guide, I’ll show you my top picks. We will review the best call routing software to help you match callers to the right agent instantly.
You’ll discover how these tools can improve first-contact resolution, boost agent productivity, and cut down frustrating wait times for your valued customers.
Let’s get started.
Quick Summary:
| # | Software | Rating | Best For |
|---|---|---|---|
| 1 | RingCentral → | Growing mid-market companies | |
| 2 | Zendesk → | Growing mid-market companies | |
| 3 | LiveAgent → | Growing mid-market companies | |
| 4 | Nextiva → | Mid-market and enterprise | |
| 5 | Aircall → | Growing mid-market companies |
1. RingCentral
Struggling with complex call routing in your growing company?
RingCentral offers an all-in-one AI communications platform designed to streamline your customer interactions. This includes a powerful AI Receptionist for 24/7 support.
This AI can answer questions, [route callers accurately], and even send texts, handling a significant percentage of your inbound calls.
It’s truly a game-changer for efficiency.
RingCentral directly tackles decision paralysis by offering a comprehensive solution. Its AI-powered platform ensures seamless CRM integration, which is crucial for reducing transfers and [empowering your agents] with real-time data.
You can gain quantifiable metrics like a 76% increase in first contact resolution. The AI Receptionist, for example, helps manage 93% of calls, freeing up your team for more complex interactions. Additionally, features like AI Assist and AI Quality Management within RingCX allow you to coach agents faster with automated scorecards, ensuring consistent performance.
This leads to happier customers and more efficient operations.
Key features:
- AI Receptionist: Offers 24/7 support, accurately routing calls, answering questions, and sending text follow-ups to minimize missed calls and improve initial contact resolution.
- RingCX Contact Center: Empowers you to manage agents, coach performance, and enhance customer satisfaction with omnichannel capabilities, outbound tools, and AI-powered assistance.
- Open Platform Integrations: Connects with over 300 pre-built integrations, including deep CRM integration, to simplify workflows and provide comprehensive customer and deal insights.
Learn more about RingCentral features, pricing, & alternatives →
Verdict: RingCentral stands out as a strong contender for the best call routing software, particularly for CX managers at growing mid-market companies. Its AI-powered capabilities, like the AI Receptionist and seamless CRM integration, directly address pain points related to information overload and the need for measurable efficiency gains, allowing your team to resolve calls fast.
2. Zendesk
Struggling with overwhelming call routing options?
Zendesk provides an AI-powered solution, streamlining customer and employee conversations across any channel, including voice.
This means you can resolve issues faster and more efficiently, even leveraging intelligent IVR and automation to empower your agents.
Here’s how Zendesk delivers seamless service.
Zendesk’s AI agents and Copilot capabilities work together for true resolutions, whether AI handles it instantly or assists a human agent. This complete AI-powered customer service solution is built for seamless omnichannel resolutions.
You can explore Zendesk Voice, which delivers seamless resolutions in any contact center, featuring advanced call routing, intelligent IVR, and automation. This system is designed to get every call resolved faster and better. Additionally, Zendesk includes workforce management and quality assurance tools to enhance your team’s productivity and improve overall service quality, giving agents the context they need for better service.
The result is truly empowered agents.
Key features:
- AI agents and Copilot: Automate resolutions and assist human agents, enabling quicker problem-solving across all customer interaction channels, ensuring efficient call routing.
- Omnichannel Voice Capabilities: Includes advanced call routing, intelligent IVR, and automation for faster, more effective call resolution, suitable for your contact center.
- Workforce Management & Quality Assurance: Enhance agent productivity and service quality through tools that provide rich customer insights and streamline workflows.
Learn more about Zendesk features, pricing, & alternatives →
Verdict: Zendesk emerges as a strong contender for the best call routing software, especially for CX managers seeking a scalable, AI-powered solution. Its advanced features, including AI agents, omnichannel voice, and robust integrations, deliver a reported 286% ROI over three years, making it an excellent investment for growing mid-market companies.
3. LiveAgent
Struggling with fragmented customer service and missed calls?
LiveAgent centralizes all your customer interactions, offering an all-in-one help desk and a built-in call center. This means you can handle everything from phone calls to social media messages within a single platform.
The result is a streamlined workflow that boosts agent efficiency and satisfaction. You gain a comprehensive view of every customer interaction, empowering your team to provide personalized and effective support.
So, how can you elevate your call routing?
LiveAgent solves your challenges by integrating diverse communication channels into one cohesive system. This approach significantly improves first-contact resolution.
For instance, the built-in call center includes essential features like unlimited call recordings and IVR, helping you provide personalized service. These features can increase your issue resolution by up to 56%. Additionally, the advanced ticketing system gathers communication from every channel, organizing it for your agents and saving up to 95% of your team’s time. This unified view empowers agents with real-time data, enabling them to resolve issues faster.
This helps you make every conversation count.
Beyond call routing, exploring tools like SaaS billing software can help manage your finances effectively.
Key features:
- Omnichannel Help Desk: Consolidates all customer interactions across phone, chat, email, and social media into a single, intuitive dashboard for unified agent workflows.
- Built-in Call Center: Provides essential call handling capabilities including unlimited call recordings, IVR, and agent availability management to boost resolution rates.
- Advanced Ticketing System: Organizes all incoming communications into actionable tickets, streamlining agent tasks and reducing resolution times for improved efficiency.
Learn more about LiveAgent features, pricing, & alternatives →
Verdict: If you’re seeking the best Call Routing Software that integrates all customer interactions into one robust platform, LiveAgent is an excellent choice. Its all-in-one help desk, built-in call center, and advanced ticketing system can increase issue resolution by up to 56% and save your team significant time and resources, making it ideal for growing mid-market companies.
4. Nextiva
Struggling with complex call routing options?
Nextiva offers an AI-powered Unified CXM platform, bringing all customer interactions into one place. This means you can orchestrate customer journeys to acquire, retain, and grow your customer base.
The result is end-to-end personalized experiences at scale. You can reduce cost per interaction with AI and automation, increasing self-service containment and boosting productivity.
This makes operating more efficiently your new reality.
Nextiva helps you deliver personalized, context-driven support across any channel, engaging customers wherever they are. You can use intelligent and skills-based routing, ensuring calls go to the right agent. Additionally, features like real-time dashboards and analytics provide crucial insights. This allows for immediate value with AI-powered capabilities that are easy to deploy and scale. Ultimately, this approach empowers your agents with real-time data and improves first-contact resolution.
Nextiva offers a secure, compliant, and scalable solution.
If you are optimizing your customer interactions, you might also be interested in my guide to the best virtual call center software.
Key features:
- Intelligent & Skills-Based Routing: Automatically directs calls to the most qualified agent based on situation and skills, improving first-contact resolution.
- AI-Powered Unified CXM: Consolidates all customer interactions across various channels, providing a 360-degree view for personalized and efficient service delivery.
- Real-time Analytics & Dashboards: Equips CX managers with live customer insights and sentiment, enabling data-driven decisions to optimize customer journeys and agent performance.
Learn more about Nextiva features, pricing, & alternatives →
Verdict: Nextiva stands out as a strong contender for the best call routing software, leveraging AI-powered unified CXM to streamline operations. Its intelligent routing, comprehensive analytics, and seamless CRM integration empower agents, leading to 40% cost reduction for major clients and significantly improved customer satisfaction.
5. Aircall
Is your customer service team overwhelmed by call volume?
Aircall provides AI Voice Agents that autonomously handle and qualify inbound calls 24/7, preventing missed opportunities and improving efficiency.
This means you can ensure no calls are ever missed, even outside business hours, leading to significantly improved customer satisfaction and a more efficient call center operation.
Here’s how to elevate your customer interactions.
Aircall is an integrated customer communications and intelligence platform, moving beyond just a business phone. This means you gain virtual agents, AI-driven insights, and automation capabilities that transform your sales and support.
You can enhance every customer interaction with AI Voice Agents and instant insights, enabling agents to consistently deliver better support. For example, AI Assist provides real-time conversation intelligence for improved prep and follow-up. Plus, with WhatsApp in Aircall, you can reach billions of users on their preferred platform.
Additionally, Aircall offers seamless integrations with over 100 tools like Salesforce, HubSpot, and Zendesk, unifying your critical data. This helps your team avoid repetition, provides context, and streamlines workflows for both sales and customer support, all set up in seconds.
The result: empowered agents and faster resolutions.
Key features:
- AI Voice Agent: Provides 24/7 autonomous handling and qualification of inbound calls, ensuring no customer queries are missed and improving your operational efficiency.
- AI Assist: Delivers real-time conversation intelligence and AI-powered workflows, enhancing agent performance from call preparation to comprehensive follow-ups.
- 100+ Integrations: Seamlessly connects with critical business tools like Salesforce, HubSpot, and Zendesk, centralizing customer data and streamlining workflows for your teams.
Learn more about Aircall features, pricing, & alternatives →
Verdict: Aircall is the best call routing software for growing mid-market companies aiming to boost customer satisfaction and agent productivity. Its AI Voice Agents and seamless CRM integrations like Salesforce improve first-contact resolution and empower your agents with real-time customer context.
6. Talkdesk
Struggling with complex customer service operations?
Talkdesk offers Customer Experience Automation (CXA) to automate every interaction and serve every channel. This means your agents can focus on critical issues.
Their AI agents are ready for any contact center, proactively resolving issues. You can even address problems before customers reach out.
So, how does Talkdesk make a difference?
It transforms how you connect with and delight your customers, anytime and anywhere. They provide multi-agent orchestration for seamless service at scale.
You’ll find powerful tools like Autopilot for self-service, Navigator for omnichannel engagement, and Copilot to assist agents. This comprehensive suite helps improve first-contact resolution. Additionally, features like Agentic Outbound, Workforce Engagement, and Business Intelligence provide deeper insights into your operations, empowering your agents with real-time data for better outcomes and aligned with your long-term CX strategies.
Ultimately, your customer experience journey starts here.
While we’re discussing enhancing customer experience, understanding patient engagement software is equally important for healthcare providers.
Key features:
- Customer Experience Automation: Automates every step of the CX lifecycle with AI agents, ready for any contact center, ensuring proactive issue resolution.
- Multi-agent Orchestration: Delivers seamless, AI-powered omnichannel service at scale, enabling agents to handle interactions across various channels efficiently.
- Comprehensive Product Suite: Includes tools like Autopilot, Navigator, and Copilot, designed to empower agents with real-time data and improve first-contact resolution.
Learn more about Talkdesk features, pricing, & alternatives →
Verdict: Talkdesk stands out as a strong contender for best call routing software, leveraging AI agents and multi-agent orchestration to automate interactions and resolve calls fast. Its comprehensive suite, including Autopilot and Copilot, directly addresses pain points like information overload and the need for scalable solutions, empowering your agents and improving your overall customer experience.
7. 8×8
Struggling with complex communication challenges for your customers?
8×8 offers an intelligent platform that connects your employees and customers, simplifying contact center operations and delighting customers. This means your growing mid-market company can elevate customer experiences and maximize operational efficiencies.
For CX managers evaluating options, 8×8 provides a unified solution intentionally engineered to propel the growth of your business. This helps you avoid disjointed systems and ensures seamless workflows.
Here’s how 8×8 helps.
8×8 offers a product portfolio designed to supercharge your CX, solving even your most complex communication challenges with superior contact center solutions. This means you can build customer loyalty and business impact with top-tier customer experiences, becoming a well-oiled CX machine.
You can empower your agents with AI to simplify contact center operations, leveraging powerful automation and data-driven insights. For example, 8×8’s Contact Center powers agents with AI and offers unified communications to connect teams and customers globally. Additionally, 8×8 no-code CPaaS connects you to customers on the channels they want from one platform.
This enables you to respond quickly to changes, with operations that used to take hours now taking seconds, as experienced by Southampton FC, helping you improve first-contact resolution. The result is better data, allowing you to answer more calls and increase revenue.
This platform delivers real results.
If you’re looking to cut down on unnecessary interactions and optimize support, my article on best call screening software provides valuable insights.
Key features:
- AI-powered Contact Center: Simplifies operations and delights customers by empowering agents with artificial intelligence and data-driven insights for improved efficiency.
- Unified Communications Suite: Connects your global teams and customers seamlessly through an AI-enabled communication suite, enhancing collaboration and communication flow.
- No-Code Communications APIs: Allows you to connect with customers on their preferred channels from a single platform, offering flexibility and broad reach without complex coding.
Learn more about 8×8 features, pricing, & alternatives →
Verdict: 8×8 provides a unified, intelligent platform to address your call routing software needs, enabling you to elevate CX and maximize operational efficiency. With AI-powered agent empowerment and flexible communication APIs, 8×8 helps you achieve better data insights, faster response times, and increased revenue, making it a strong contender for the best call routing software.
8. Invoca
Are your call routing efforts falling short?
Invoca helps solve this with AI-powered call tracking and interaction management features.
This means you can connect online marketing with offline revenue, getting the undeniable data you need to drive better outcomes.
Here’s how you can boost your CX.
Invoca’s Artificial Intelligence and Interaction Management capabilities are designed to automate contact center quality management and significantly improve agent performance. This platform enables you to capture comprehensive insights from every call.
You can leverage Signal AI Studio to understand call value from digital advertising, automatically optimizing your campaigns. Additionally, capabilities like Conversational IVRs and Call Routing Software simplify complex call paths, improving first-contact resolution. The platform also offers AI-Powered Quality Management and Call Center Coaching Tools for continuous improvement.
Plus, you get call transcriptions and recordings, helping you recover lost sales.
The result? Better agent performance and increased conversions.
If you’re also optimizing your marketing efforts, my article on best channel marketing system covers crucial strategies.
Key features:
- AI-powered call tracking: Accurately attributes calls to marketing campaigns, providing clear insights into revenue driven by your digital advertising efforts.
- Contact center automation: Automates quality management, improving agent performance and providing valuable coaching opportunities for your entire team.
- Comprehensive interaction management: Includes call routing, conversational IVRs, and lost sales recovery, ensuring every call is handled efficiently and effectively.
Learn more about Invoca features, pricing, & alternatives →
Verdict: Invoca stands out as a strong performer for your Contact Center needs, especially if you’re seeking the best call routing software. With features like AI-powered call tracking and automation, Invoca boosts contact center close rates by 110% and increases appointments booked by 47%.
Conclusion
Stop making your customers wait.
Choosing the right system is tough. Many platforms promise the world, but few deliver on seamless integration and true efficiency gains for your team.
Global Tech Stack reports that 35% of businesses installing VoIP are adopting modern solutions. This shift highlights a clear trend toward fixing operational bottlenecks and dramatically improving the overall customer experience.
So, what’s my top pick?
After extensive review, I recommend RingCentral. Its all-in-one AI communications platform directly tackles the decision paralysis many CX managers face.
Its AI Receptionist handles a huge volume of calls, freeing up agents for complex issues. When you implement the best call routing software like this, you empower your team and resolve calls fast.
I recommend you check out RingCentral pricing to see how its powerful AI features can transform your support operations.
You’ll see faster resolutions almost immediately.
