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Best Call Center Scripting Software of 2024

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best call center scripting software

Are you tired of spending countless hours manually updating and distributing scripts to your team? 😞 If so, you are not alone; many call center firms suffer from similar issues.

Delivering the greatest call center scripts requires using software 😀 a call center scripting software, in better words. It is a crucial system that effortlessly connects with your existing systems. This not only allows you to serve as a centralized hub for generating but also for modifying and releasing flexible, high-performance scripts.

So, in this blog, we’ll discuss which call center scripting software can be best for your business to enhance productivity by considering all factors, such as ease of use, customization options, integration capabilities, real-time guidance, analytics and reporting, scalability, and cost. 🎉

🚀 KEY HIGHLIGHTS

  • Call scripting is a written guide or prompts used while communicating with customers. This script can show the roadmap for any agent in customer service.
  • Top call center scripting software are Five9, JustCall, CallTools, Zingtree, Zendesk Talk, Convoso, and so on.
  • Call center scripting software in 2024 consists of AI-powered automation, Omnichannel Scripting, Gamification and Agent Coaching, Multilingual Scripting, and Real-Time Analytics. 
  • Select call center scripting software is based on Global reach, customer reviews, advanced features, user-friendliness, audio & video quality, and cost-based. 

What is call scripting software?

Call scripting is a written guide or prompts used while communicating with customers. This script can show the roadmap for any agent in customer service agent. Not to mention, it allows to have consistency and clarity across customer interactions. While call center scripts typically include solutions to problems, responses to problems, and greetings. This tool is crucial and helps to enhance customer service and improve agent performance. 

What is call scripting software

Call scripting software is an application that guides customer service agents on what to say when they are on a call. It is not so limited to creating scripts only, but rather, it actively supports the agents in real-time interaction and guides them to the correct path. In addition, it also ensures that the agent delivers accurate information every time they are on the call.

Additionally, by using AI, supervisors can review scripts, sales techniques, and customer inquiries in real-time and enhance them.

Best call center scripting software

There are many call center scripting software in the market, but not all are suitable for your business niche. However, based on these criteria, we have listed the best call center scripting software so you can decide which one is best for you.

  • Global reach
  • Customer reviews
  • Advanced Features
  • User-friendly
  • Audio & video quality
  • Cost based

Aside from these, there are other alternatives like Five9, Calltools, Zingtree, and so on.

Here is an overview of the 13 best call center scripting software.

ProductPricingKey FeaturesBest For
YonyxStarts from $20 per user/per monthMultilingual Guides, Print Guide, A/B Testing of Tree Paths, Rich HTML Text Editor, Multimedia Guidance Steps, Build Hierarchical Guide.Large enterprises seeking advanced scripting features
Five9From $149/monthCRM integration, Call recording & analytics,  Limited scripting functionalityLarger enterprises with complex needs
JustCallPlans start at $30/user/monthBasic call scripting, Call routing & automation, Limited customizationSmall businesses with simple scripting needs
CallToolsCustom pricingScripting with branching logic,  Performance tracking,  Limited integrationsCall centers focused on script adherence
ZingtreePlans start at $49/user/monthDecision tree scripting, Multi-channel support (voice, chat),  Advanced reporting & analyticsComplex call flows with many decision points
Nice CXoneContact for quoteAI-powered scripting suggestions,  Contextual guidance for agents, Extensive integrationsLarge enterprises seeking advanced scripting features
Zendesk TalkPlans start at $19/user/monthBasic scripting with macros,  Built-in ticketing system,  Limited customizationSmall & medium businesses using the Zendesk ecosystem
FreshcallerPlans start at $15/user/monthCall scripting with branching logic,  Screen sharing & co-browsing, Integrates with FreshdeskBusinesses using Freshdesk or seeking built-in CRM
Genesys Cloud CXContact for quoteSmart Advisor for real-time scripting suggestions, Composable architecture for customization,  Omnichannel supportLarge enterprises with complex call center needs
Convoso Plans start at $90 per monthPredictive Dialer, Interactive Voice Response (IVR), Automated Call Distribution (ACD), Local Presence Dialing, Script Management
Businesses seeking a comprehensive call center solution with scripting
ReadyModePlans start at $150/license/month (up to 9 agents)Interactive scripting with prompts & workflows,  Performance coaching & feedback Integrates with popular CRMsMid-sized businesses seeking advanced coaching features
CallShaperPlans start at $65/user/monthScripting with branching logic & dynamic content,  Real-time call guidance & coaching,  Integrates with various CRMsBusinesses needing dynamic scripting & real-time agent support
CloudTalkPlans start at $25/user/monthScript library with branching logic,  Performance dashboards & reporting, Integrates with various business toolsBusinesses seeking a comprehensive call center solution with scripting
👉Read more: Telemarketing Scripts for Cleaning Service to Close Deals Faster

Scripts for call centers are programs that make it easy to achieve consistency and accuracy in responding to customers’ needs. So, it is important because it helps enhance customer satisfaction and eliminate operational inefficiencies.

Below, there are 13 best call center scripting software available, with features that can be adapted to different organizational environments.

1.Yonyx

Yonyx is a modern cloud-based platform for creating decision tree-driven customer interaction graphs. The graphs are mostly used for call scripting by technical support, customer service & IT Helpdesks at large organizations. 

Yonyx call center scripting software

Furthermore, with Yonyx, you can use call scripts for inside sales, marketing, or lead qualification activities. Moreover, these guides help increase average revenue per associate by enforcing consistency across customer interactions, standardizing objection handling, and constantly measuring & improving the effectiveness of each step in the customer interaction graph using analytics data.

🔑 Key Features

  • Multilingual Guides
  • Print Guide
  • A/B Testing of Tree Paths
  • Rich HTML Text Editor
  • Multimedia Guidance Steps
  • Build Hierarchical Guides

✨ Integrations

Yonyx efficiently integrates with various business tools and CRM apps to boost productivity and streamline operations. This integration includes REST API, Javascript API, Zendesk, Salesforce, Decision Trees, and Zoho CRM.

✅ Pros

  • One of the most impressive features of Yonyx is its support. In addition, it has a lot of flexibility.
  • It is simple and intuitive.
  • It is one of the most cost-effective solutions, especially for businesses that make a lot of international calls.

❎ Cons

  • It occasionally glitches.
  • No Linux app

2. Five9

For both real agents and AI-based self-service, Five9 contact center software offers scripting and virtual agent support. Five9 is also known for enhancing customer satisfaction scores and reducing staffing costs with its virtual and agent assistants.

Five9 call center scripting software

Similarly, with Five9, you can enhance both the technical and operational needs of call centers. Nevertheless, it is a user-friendly script designer associated with CRM integration, real-time analytics, AI capabilities, and omnichannel support. As a result, this makes a valuable choice for businesses looking to increase customer service operations.

🔑 Key Features

  • Call Quality Monitoring
  • Reporting and Analytics
  • Intelligent Routing
  • Omnichannel Support

✨ Integrations

Five9 provides integrations with Microsoft Dynamics 365, Microsoft Teams, Oracle, RingCentral, Salesforce CTI, Salesforce Service Cloud Voice, ServiceNow, Zendesk, and ZoomPhone. These integrations serve CRM and UC needs.

✅ Pros

  • Reports can be customized
  • The building process is simple and easy to understand
  • An intuitive user experience

❎ Cons

  • Worksheets are not accessible directly
  • Special report lag time

3. JustCall

For call center use cases, JustCall offers a range of scripting services, such as SMS bots to automatically respond to customers and artificial intelligence-based agent suggestions based on real-time conversations and scripts created by leaders. 

Justcall call center scripting software

With it, agents can navigate calls with outcomes defined by script creators, while the AI helps them navigate calls with user-defined rules and patterns. In addition, the AI for phone calls alerts management when agents need a little extra coaching and support during a call. Whether your business is an SMB or an enterprise, JustCall can help with call center scripting.

🔑 Key Features

  • CRM Integration
  • Advanced Call Routing
  • Click-to-Call
  • Call Recording and Monitoring
  • Voicemail Drop

✨ Integrations

JustCall offers native integrations for CRM and Helpdesk software. Some of these are ActiveCampaign, Agile, Close, Copper, Freshdesk, Front, Groove, Helpwise, Help Scout, and Zendesk Sell. 

✅ Pros

  • Personalized SMS services
  • Integrates easily with existing systems
  • Responds quickly

❎ Cons

  • The software is sometimes buggy
  • The learning curve is a bit steep

4. CallTools

CallTools contact center solution provides scripting software, predictive dialing, and omnichannel engagement through CRM, SMS, and email for global companies with virtual or on-site sales teams.

calltool call center scripting software

CallTools’ call scripting tool provides natural-sounding canned responses and prompts for better agent interactions. Small businesses and enterprise-level organizations can benefit from this platform’s scalable offerings for a variety of industries. And in addition, to call center scripting tools and call management tools, they also offer outbound and inbound call center services.

🔑 Key Features

✨ Integrations

CallTools provides integrations with a number of applications, such as ActiveProspect, Balto, Blue Ink Digital, Boderdoo.com, ClickFunnels, DebtPayPro, Gmail, Google Maps, and Google Sheets, as well as HighLevel. Custom API integrations are also available.

✅ Pros

  • Customer service and training are excellent
  • An easy-to-use interface with a streamlined design
  • This platform can be scaled easily

❎ Cons

  • Monitoring live calls has some lag time
  • There isn’t enough content in webinars

5. Zingtree

Using Zingtree, your agents can create scripts, manage internal processes, guide customers, and manage internal processes. To simplify the complexity of flowchart scripting, this software targets real-time interactions with flowcharts.

zingtree call center scripting software

Furthermore, it has a self-help system that helps customers troubleshoot their own issues up to 50% of the time. Zingtree’s call scripting software can be used efficiently across multiple industries, including home services, healthcare, insurance, and physical goods.

🔑 Key Features

  • Interactive Decision Trees
  • Integration
  • Multi-language Support
  • API Access
  • Collaboration

✨ Integrations

Zingtree provides integrations with Cisco Webex Contact Center, Avaya Workspaces, Freshdesk, Intercom, Kustomer, Nectar Desk, Talkdesk, Zapier, Zendesk Suite, and Zoho Flow. However, you must remember that Two-way data transfers are possible with native integrations, whereas one-way data transfers are only possible with basic integrations.

✅ Pros

  • It is not necessary to know programming
  • Flowcharts can be constructed at any level of detail
  • User-friendly interface

❎ Cons

  • Through the platform, there is a lag time
  • This knowledge base focuses exclusively on novice topics

6. Nice CXone

NICE CXone is call center software with scripting that helps agents jumpstart new jobs and improve customer service. To ensure customers understand exactly what they need, agents use scripts that include introductions and proactive conversation guidance.

nice cxone call center scripting software

New agents can utilize intelligent NICE CXone’s call scripting to provide a baseline for customer interactions without having to constantly search through the business knowledge base. Users can streamline the customer experience through this application by creating an organic conversational flow.

🔑 Key Features

  • Advanced Workforce Optimization
  • Predictive Dialer
  • Speech Analytics
  • Virtual Assistant
  • Real-time Reporting
  • CRM Integration

✨ Integrations

NICE CXone offers native integrations such as  Bullhorn, Microsoft Dynamics, NetSuite, Oracle Service Cloud, Salesforce, SAP Cloud for Customer, ServiceNow, and Zendesk.

✅ Pros

  • A user-friendly navigation system
  • Voice and chat prediction capabilities are available
  • Operating instructions are easy to follow

❎ Cons

  • Solutions are limited to a few out-of-the-box options
  • It is necessary to refresh real-time data

7. Zendesk Talk

Zendesk Talk is a call center scripting software that helps you manage all customer interactions more efficiently. Zendesk Talk is an excellent call center tool with a user-friendly interface that enhances the call center agent’s ability to answer calls and effectively address customer needs.

zendesk talk call center scripting software

Additionally, one of the most useful features is the Call Script Templates, which allows agents to follow a predetermined plan of action when responding to different types of inquiries. This call center application is part of Zendesk’s customer support platform. The Zendesk Talk app offers a variety of features designed to make agents’ and customers’ lives easier. 

🔑 Key Features

  • Call Recording and Transcriptions
  • Call Routing 
  •  Phone Tree 
  • Real-time Dashboard and Reporting
  • Scalability
  • Integration with Other Tools

✨ Integrations

Some of the integrations with Zendesk Talk are Zendesk Suite, Slack, Trello, and some Social Media Platforms.

✅ Pros

  • It offers multichannel support, including phone, mail, chat, and social media.
  • It is scalable, whether you’re a small startup or a large enterprise.
  • With its analytics and reporting feature, you can track key metrics.

❎ Cons

  • Multiple integrations require complex configurations and time
  • Subscription fees may apply to some third-party integrations
  • It is not always possible to integrate third-party tools seamlessly with Zendesk Talk

8. Freshcaller

Freshcaller is a SaaS-based call center solution that aims to simplify the process of managing customer interactions. It has some rich features that are well-designed to ease call center services and have a user-friendly interface.

freshcall call center scripting software

Call center scripting is one of its key functionalities, and using it helps agents communicate better with customers by following scripts based on the situation. Freshcaller also offers live call listening, dashboard, and reporting to evaluate the call center’s performance and make strategic decisions to enhance its efficiency.

🔑 Key Features

  • IVR (Interactive Voice Response)
  • Advanced Analytics
  • Call Recording and Monitoring
  • Multi-level Call Routing
  • Caller ID and Custom Greetings

✨ Integrations

The integration of Freshcaller includes Pipedrive, Zoho CRM, Salesforce, and Slack.

✅ Pros

  • Easily scale your business up and down with multiple pricing plans.
  • SMBs can access a range of features at competitive pricing.
  • Call routing and IVR options to fit specific business needs.

❎ Cons

  • The software may not offer all the advanced features required by large enterprises, such as advanced AI-based analytics.
  • Without an internet connection, agents cannot handle calls or access call data.
  • When integrating with other systems, technical expertise is required.
👀 Readers also search for: What is CRM Call Center? Best CRM Software for Call Center

9. Genesys Cloud CX

Genesys Cloud CX is a cloud solution for contact centers with an extensive set of tools for improving the customer experience. It provides numerous solutions, including artificial intelligence, multichannel communications, workforce management, and call scripting. 

genesys cloud cx call center scripting software

Genesys Cloud CX is easily customizable. This means its call scripting software is capable enough to be used by small businesses as well as larger enterprises looking to improve customer service and optimize their call center experience.

🔑 Key Features

  • Omnichannel Routing
  • AI and Automation
  • Analytics and Reporting
  • Scalability and Flexibility

✨ Integrations

Genesys Cloud CX provides integrations with Salesforce, Microsoft Dynamics, and other CRM tools for synchronized customer data. For a cohesive support system, it integrates with Zendesk, Freshdesk, and other helpdesk solutions. 

✅ Pros

  • Improves customer loyalty and satisfaction across all communication channels.
  • Flexible enough to grow with your business and adapt to changing demand without adding significant infrastructure investments.
  • Agents and supervisors can easily use the platform due to its intuitive interface and user-friendly design.

❎ Cons

  • Smaller businesses or those with limited budgets may find Genesys Cloud CX prohibitively expensive. 
  • Technical expertise is required for initial setup and configuration
  • Reliable internet connectivity is essential for a cloud-based solution. 

10. Convoso

Convoso is an outbound call center scripting software that aims at increasing the productivity and success rate of call centers. Offering a number of features, Convoso offers predictive dialing, automated lead management, and dynamic scripting capabilities to improve efficiency. 

convoso call center scripting software

With its easy-to-use interface and flexible settings, the software allows call centers to adapt scripts to campaigns, so agents have all the information they need to help customers. Convoso can be extremely valuable for companies trying to increase their marketing and outbound sales.

🔑 Key Features

  • Predictive Dialer
  • Interactive Voice Response (IVR)
  • Automated Call Distribution (ACD)
  • Local Presence Dialing
  • Script Management

✨ Integrations

Convoso integrates with popular CRMs like Salesforce, HubSpot, Zoho CRM, Marketo, and Pardot. 

✅ Pros

  • With its predictive dialer and automation tools, you can have high efficiency.
  • It also offers customizable options for scripts
  • It provides analytics tools to track performance and identify areas for improvement.

❎ Cons

  • Initial setup and configuration can be complex
  • It can be expensive for smaller businesses or startups
  • Some users report occasional system downtimes

11. ReadyMode

ReadyMode is a software platform that creates intelligent connections between customer service representatives and leads. 

readymode call center scripting software

With ReadyMode, you can also script sales agents using dynamic scripting software with lead data embedded directly in the script. The program also allows users to create and customize a variety of interactive voice responses based on a variety of rules, including time and caller choices.

SMBs and enterprises alike can choose from ReadyMode’s tiered plans that provide support based on agent licensing and organization size. Their services also include support for teams within industries such as call centers, solar energy, health insurance, business process outsourcing, real estate, and travel.

🔑 Key Features

  • Auto answer inbound
  • Dynamic Scripts
  • Conference Calling
  • Inbound-Agent Intercept
  • Caller-ID Proximity Matching

✨ Integrations

ReadyMode integrates with ActiveCampaign, ActiveProspect, ClickSend, Google Maps, HubSpot, leadsquared, REISift, Salesforce, Sherpa, and Zoho.

✅ Pros

  • Exceptional customer service
  • Suitable for a wide range of industries
  • It is simple to understand

❎ Cons

  • An out-of-date user interface
  • Apps for Android and iPhone are not available

12 CallShaper

With CallShaper, you can easily create all kinds of campaigns, from prospect qualification to sales pitch to data submission to payment capture. Any campaign’s script can be customized to meet the needs of customers and situations using CallShaper’s dynamic scripting.

callshaper call center scripting software

Besides offering scripts that live agents can use, CallShaper offers a drag-and-drop IVR editor that enables users to route calls appropriately, including transfers to third parties, voicemail, and skills-based live agents. Management and leadership preferences can be taken into account when this feature makes rules-based decisions automatically.

🔑 Key Features

  • Predictive Dialer
  • Call Analytics
  • Call Recording
  • IVR (Interactive Voice Response)
  • Agent Performance Monitoring

✨ Integrations

Some of the integrations of Zapier include KrispCall, HubSpot, Pipedrive, Microsoft Dynamics 365, Pabbly Connect, Asana, Calendly, Trello, Google Sheets, and Slack.

✅ Pros

  • Capabilities for robust scripting
  • Customized reports are easy to create
  • Easily accessible tools

❎ Cons

  • Reports can’t be retrieved quickly
  • Auto-dialing only applies to outbound calls
👉You may also like: Top Call Center Tools Used by Support Agents

13. CloudTalk

Using CloudTalk, sales and support teams can run call centers remotely. Moreover, you can also track your performance of different scripts to determine which ones are most effective in achieving high results. In addition, agents can view all customer history in one dashboard, and CloudTalk automatically records calls after they are made. 

cloudtalk call center scripting software

🔑 Key Features

  • Smart Dialer
  • Call Recording
  • Call Notes 
  • Custom Workflows
  • Local Numbers
  • Call Queuing

✨ Integrations

CloudTalk integrates with popular CRM platforms such as Salesforce, HubSpot, Pipedrive, Zoho CRM, Zendesk, Shopify and BigCommerce, Marketo and ActiveCampaign, etc. 

✅ Pros

  • Easy integrations with popular CRMs make it one of the best CRMs for call centers
  • Easy to set up
  • 14-day free trial

❎ Cons

  • According to several reviews, you need to wait for the caller to answer to know the call went through
  • There is no free plan available
  • In the starter plan, a few of their call-routing features are unavailable

How To Choose Call Center Scripting Software?

There are many ways to choose call center scripting software. It also varies from your business needs and requirements however here are some important points to consider while selecting it.

  • Intuitive Interface: Before choosing software, you should analyze whether its design is user-friendly or not. You can also look for drag-and-drop features for to create and modify scripts without requiring extensive technical knowledge.
  • Additional Standout Features: Watch out if the software provides real-time analytics with multichannel support for voice, email, chat, and SMS scripts to provide a consistent customer experience across all channels.
  • Customizable Settings: Choose the software that allows you to personalize your scripts for different campaigns, products, or customer segments. Additionally, look for software that provides localization. 
  • Online Help & availability: Consider if there is 24/7 customer support via phone, email, or chat. This helps to ensure that your assistance is always available whenever issues arise.
  • Integration with other platforms: The availability of APIs is important, as it enables the software to connect with other business tools and platforms. As a result, it helps to enhance your overall functionality. 
  • Cost and Pricing: Look for transparent pricing models, whether it’s subscription-based, per-user, or a one-time fee, to avoid any unexpected costs. Evaluate the value for money by assessing the features provided relative to the cost, ensuring that you get the best return on your investment.
  • Free Trial or Demo: Use this trial period to evaluate the software’s performance, ease of use, and feature set in your real-world environment. Gather feedback from agents and supervisors during the trial to understand their experience and identify any potential issues. 

Call Center Scripting Software Trends in 2024

There are certain call center scripting software trends that businesses will adapt in 2024 to grow their companies to new heights and achieve their goals. Some of the trends are:

  • AI-Powered Automation: Many call centers use artificial intelligence advancements to automate more procedures. Likewise, this kind of integration can efficiently perform several routine procedures so front-line agents can concentrate on complicated cases. Moreover, it can also help agents with real-time data and analysis to make better decisions.
  • Omnichannel Scripting: Another trend that has been noticed is omnichannel scripting. This approach is effective since it enables call centers to ensure the same script can be used across social media interactions. With this, you can guarantee a non-interruptive and continuous customer interaction regardless of the mode of interaction.
  • Gamification and Agent Coaching: This enhances the morale of call center customers and positively impacts the work. This means gamification work and the performance of tasks with elements recognizable from games, including points, badges, and leaderboards. Also, there is an increase in the individualization of agent coaching, where AI is used to provide instant feedback and recommendations.
  • Multilingual Scripting: This is particularly true as call centers continue to aim to give services to their clients across the globe; therefore, multilingual scripting is now a hot trend. It involves developing communication scripts in various languages to accommodate clients who may not understand the common language used in the center. 
  • Real-Time Analytics: In today’s call `center environment, real-time analytics is becoming critical. This technology facilitates quick analysis of call center operations to enable managers to take timely action. It can track numerous measures, including call volume, handle time, and customer satisfaction, among others, giving a more detailed picture of the call center situation.

KrispCall An All In One Call Center Software

Seeing all these software, you don’t have to be static in one software. However, you can remain ahead of the crowd by adjusting to change your customer needs and maintain your position as the top call center with KrispCall

krispcall-next-gen-cloud-based-contact-center-software-1

Alongside, KrispCall is a one-stop call center software that unifies several functionalities into a single platform to improve enterprise telephony. With its advanced solutions, businesses can enhance customer interactions and team collaboration and ensure seamless connectivity. Not to mention, KrispCall offers many features like a unified callbox, call recording, call forwarding, global calling, call analytics, call notes and tagging, etc. 

So, never settle for anything other than the best, book a free demo with KrispCall to realize your full call center’s potential, achieving outstanding customer satisfaction, sales performance, and operational efficiency.

FAQ

What Is Call Scripting In CRM?

Call scripting in CRM (Customer Relationship Management) is a process that involves the use of predetermined scripts and dialogues that CSRs (Customer Service Representatives) need to use while interacting with clients. These scripts are incorporated into the CRM and are intended to help maintain the regularity, quality, and effectiveness of communications.

How does call center script software work?

Call center script software operates by synchronizing with the existing CRM solutions and providing the agents with context-sensitive scripts during the call. During a call or chat session, the software opens up the desired script depending on the type of call or chat session that is in progress.

What other software is relevant for optimal customer calls?

In addition to call center scripting software, several types of software are needed for efficient customer calls. These include  Customer Relationship Management (CRM) systems, Voice over Internet Protocol (VoIP) systems, Interactive Voice Response (IVR) systems, Workforce Management (WFM) and so on.

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Author Image

Dinesh Silwal

Dinesh Silwal is the Co-Founder and Co-CEO of KrispCall. For the past few years, he has been advancing and innovating in the cloud telephony industry, using AI to enhance and improve telephony solutions, and driving KrispCall to the forefront of the field.

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