Law Firms & Lawyers

Best Call Center Software For Law Firms & Lawyers

Elevate your legal practice with KrispCall’s Call Center Software tailored specifically for lawyers and law firms. Handle every call strictly, don’t miss any important details, and help clients win the case with exceptional client service. Experience the best-in-class solution today!

Customizable calling rules and IVR support.
International numbers readily available for over 100 countries
Numbering sharing amongst multiple agents
Best Call Center Software For Law Firms & Lawyers

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How to Set up Legal Intake Call Center Software?

Unlock the power of Legal Intake Call Center Software effortlessly.

Follow these simple steps to set up your system and revolutionize your legal practice.

  1. Signup with Create a KrispCall account.
  2. Purchase virtual phone number(s) from your desired country.
  3. Add members to your workspace and share the numbers.
  4. Set up IVR, call routing rules and voicemail.
  5. Integrate business tools, if any.
Setup
Why choose krispcall layers and law

Why Choose KrispCall Call Center Software for Your Law Firm?

Easy Handling Of High Volume of Calls: Handle high volume of calls via KrispCall call centers' call routing, forwarding, and IVR features.
High Call Quality: With high-quality audio on calls, you'll be able to enjoy crystal-clear conversations with your clients no matter where they're located!
In-depth Call Monitoring: By using call monitoring, managers can monitor each interaction closely without being physically present during each interaction, helping ensure quality control across your organization.
Global Reach: KrispCall is cloud-based and has a wide coverage of over 100 countries, which helps you reach global audiences and make a global presence.
Remote Operation Capability: Since it is cloud- based, lawyers can access the call center remotely through the internet thus saving time and money.

Top-Notch Features  to Automate Your Business Communication

Relish a plethora of following cutting-edge call management, analytics, and reporting features.

Integration with CRM Software & Other Business Tools

KrispCall can help you easily integrate your call center with CRM software & other business tools, enhancing communication capabilities and customer service efficiency.

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HubSpot
Infusionsoft
Salesforce
ZOHO
PenDrive
Slack
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Types of Call Center Software For Lawyers & Law Firms

Following are the types of call center software you can consider for your lawyer and law firms.

Top 10 Law Call Center Software Providers

When it comes to choosing the best call center software for law firms, there might be several options available and it can difficult to pick one among the bunch. So to make things easier, here is the list of top call center software for law firms along with their pricing and features.

1. KrispCall

If you are looking for reliable call center software to manage calls from clients for your law offices, KrispCall is the best choice. KrispCall offers a unified communication system that assists you in handling multiple communication channels. You can handle all customer calls, text messages, and voicemails in a single dashboard without switching tabs. 

Dashboard - Live Calls

Along with a unified callbox, KrispCall has advanced IVR that helps you route calls to certain advocates or law officers without wasting time. Also, lawyers can take advantage of its call-recording feature to retrieve important details about clients and their cases during the call.

The extensive set of features allows KrispCall to stand out among other call centers and you don’t need additional equipment to startup. It does not matter whether you are in a different country; you can easily access KrispCalls Call Center’s powerful features as it has wide availability in over 100 countries.

Feature
Unified Callbox
Voicemail Transcription
Simultaneous Call Handling
Call Monitoring
Power Dialer
Intelligent Call Routing
Global Calling
Call Monitoring and Recording
Shared Number
Custom Greetings
Call Forwarding
Caller ID
Number Porting
Pricing
Essential: $15/user/month
Standard: $40/user/month
Enterprise: Custom Quote
Pros
99.99% uptime
Providing service in over 100 Countries
High call quality with noise cancellation
Call recording with upto 2x playback
Cons
No call Barging(Coming soon)
App unavailable for Windows/Mac(Coming soon)

2. Cloudtalk

Law firms and freelancers can use Cloudtalk as their alternative for communication platforms to contact their clients. Legal professionals can take advantage of its remote accessibility, integration, scalability, and other features to streamline seamless communication and increase client satisfaction.

cloudtalk dashboard

Its call-routing capabilities help you to increase work efficiency and close more deals with your clients. With its features, lawyers can maintain a professional image, take their law firm to a new level, and stand out among competitors.

Feature
AI - Automation tools
Global coverage
Omnichannel support
Call Monitoring & Analytics
Pricing
Starter: $300 /user/year
Essential: $360 /user/year
Expert: $600 /user/year
Custom: Tailor-made offer
Pros
Easy to set up and navigate
Good call quality
Performance metrics
Cons
No omnichannel support
Latency and call lagging

3. Five9

Five9 is a virtual call center software suitable for lawyers and law firms to manage inbound and outbound calls. It has omnichannel tools like predictive dialer, progressive dialer, chat, social client service, and ACD (Automatic Call Distribution).

five9 dashboard

Lawyers can communicate with clients through many channels, including SMS, the web, email, phone calls, and social media, which improves customer engagement and satisfaction.

Feature
Self-service IVR
Social Media Automation
Live Chat Option
PBX
Call quality monitoring
Agents Call Scripting
Pricing
Digital: $1788 per year
Core: $1788 per year
Premium: $2028 per year
Optimum: $2388 per year
Ultimate: $2748 per year

4. Salesforce

Salesforce is a cloud call center platform that provides law firms with an all-in-one solution. It has AI automation tools and analytics capabilities that lawyers can take advantage of. It also has extensive reporting capabilities and seamlessly connects with other programs such as Salesforce CRM and Microsoft Dynamics 365 platforms.

salesforce dashboard

Salesforce’s AI-powered chatbot responds to customer inquiries anytime, saving consumers and agents time and allowing agents to focus on more complicated inquiries. It provides strong analytics and reporting to monitor various metrics such as response time, customer satisfaction, and resolution rates to discover areas for improvement in their customer service operations.

Feature
Social customer service
Workflow and approvals
Case management
Omni-channel routing.
Telephony integration
Lightning Service Console
Automation with macros
Pricing
Starter: $25/user/month
Professional: $75/user/month
Enterprise: $150/user/month
Unlimited: $300/user/month
Pros
Customizable based on niche
Quick issue resolving
Service Automation
Cons
Errors and bugs
Ticket creation issue
Complex data model

5. Twilio

Twilio is a call center software lawyers can use to increase conversion rates and deliver top-class customer services. The key feature of Twilio is integration which helps you to integrate any data from the systems such as Zendesk, ERPs, inventory management, and Salesforce.

twilio dashboard

You can use your personal or existing numbers for the contact center with Twillio, as it has number porting features. Also, it has other features such as IVR, Google Contact Center AI (CCAI), Omnichannel engagement, and others to manage your communication and business.

Feature
2-way messaging
AB testing
Collaboration Tools
Automated Responses
Call Centre Management
Call tagging
Pricing
Per-hour: $1/active user hour
Per-year: $1800/named use (flat-rate)
Pros
Real-time interaction
Integration capabilities
A quick call and message delivery
Cons
Low-quality analytical data
Poor app layout

6. Zendesk

Zendesk is a customer support software solution for lawyers and law firms that includes a full set of tools, a ticketing system, and CRM capabilities such as Slack and Google Analytics, as well as a track record of client satisfaction.

Zendesk

The Zendesk Suite offers a chatbot that reduces agents’ workload and provides self-service options to customers to reduce their wait times.

Feature
Ticketing System
SLA management
Custom Views
Help Desk Automation
User-friendly Workflows
Pricing
For Services
Suite Team: $49 per agent/month billed annually
Suite Growth: $79 per agent/month billed annually
Suite Professional: $99 per agent/month billed annually
For Sales
Team: $19 per user/month billed annually
Growth: $49 per user/month billed annually
Professional: $99 per user/month billed annually
Pros
Stable calls
Integration with popular platforms
Chat widget features
Cons
Poor customer service
Expensive for startups

7. Sprinklr

Sprinklr is a cloud-based call center that can be useful for law firms. You can get a good amount of features to improve their customer service, increase their efficiency, gain better insights into their customers, and comply with industry regulations.

sprinklr dashboard

Features such as automated case management, social media management, and crisis management help to review customer feedback, solve issues, and manage negativity from the public. It is a good alternative for lawyers looking for a way to improve their customer service.

Feature
Call Forwarding
VoIP + WiFi Calling
Voicemail Transcription
Virtual Receptionist
Desktop + Mobile Apps
Business Texting
Pricing
Solo: $28/user/month (billed annually)
Partner: $46/user/month (billed annually)
Small Business: $80/user/month (billed annually)
Pros
Compatible with both mobile phones and desktops.
Offers VoIP service at one of the most affordable prices.
Cons
Does not offer the best customer service.
Lacks various tools and integrations like CRM.
The number porting process takes a long time, usually up to 10 days.

8. 3CX

3CX is another call center software that provides an adequate amount of features enough to maintain communication for Lawyers and legal services. You can still get a good result with this call center software, but it isn’t at the top of the list due to its limited features and poor user interface.

3cx dashboard
Feature
Queue the calls
Free live chat
Integrations
Caller ID
Web Dashboard
Mobile apps
SMS FB& Whatsapp
Pricing
Small Business: $275 per month( billed annually per system NOT user)
Professional: Starts from $295 per month
Enterprise: Starts from $330 per month
Pros
Highly scalable
Data Security
Easy to use
Cons
Slow customer support
Some features require additional licensing

9. AirCall

You can rely on AirCall as an alternative as it provides decent features of a call center enough to fulfill the needs of law firms’ communication systems. It has good features such as IVR, integration, and call analytics however user interface and customer support are not responsive.

aircall dashboard

Still, you can get reliable services with good features considering their prices. Also, AirCall is improving its features, and it is possible that some of the weak features mentioned above will be addressed in the future.

Feature
Click to dial
Voicemail
Time-based routing
Interactive Voice Response (IVR)
Business text messaging
Call recording
Pricing
Essential: $30 per month
Professional: $50 per month
Custom: Contact the support team
Pros
Easy to set up
Easy to use and navigate
High integration capabilities
Cons
Poor customer service
Bad user experience

10. FreshWorks

FreshWorks is the least of all options for call center software for lawyers and firms. However, it provides good call quality and call management features. Still, it does not offer some of the more advanced features available in other call center software, such as power dialer and predictive dialing. Also, it has limited integration features with third-party platforms.

freshworks

Despite these limitations, Freshworks call center software is a good option for law firms looking for a reliable and affordable solution with good call quality and management features.

Feature
Call transfer
Call Recording
IVR
Reporting & Analytics
Call Monitoring
Voicemail
Pricing
Growth: $18 per user per month
Pro: $47 per user per month
Enterprise: $83 per user per month
Pros
Good customer support
Affordable pricing
Cons
Random glitch and disconnection
Compatibility issues and different browsers

Running A Legal Intake Call Center: Best Practices

Call center software is important to manage communications for Law firms for the lawyers and clients to exchange important information. It helps in better customer service and satisfaction and helps retrieve important customer data for future use.

Comprehensive Training

Provide comprehensive training to your staff that covers all aspects of their job responsibilities within the call center environment. It includes active listening, customer service, state laws and regulations, data entry protocols, and more so that everyone is well-equipped to handle incoming inquiries from potential customers or clients.

Standardized Scripts

Standardized scripts help ensure consistency across all calls made by agents at your call center, making it easier for them to handle each case quickly while providing quality assistance whenever someone contacts you seeking help with their situation or query.
During these interactions, your team members should ensure accurate data entry into any system they use and ensure no important details are missed regarding due diligence procedures that need to be followed before taking action.

Clear Call Flow and Active Listening

To ensure consistent customer experiences, your organization should establish clear procedures for handling each inquiry type.

Employees who are good at active listening (which can be acquired through experience) can better understand what their customers need from them so that they can respond accordingly without wasting precious time trying guesswork approaches.

Confidentiality and Privacy

Sensitive personal information must always be kept confidential over telephone lines. This requires strict policies about how records are stored after being captured digitally through recordings of conversations, etc.

Let individuals know beforehand if/when recordings will take place or meet legal mandates, depending on the jurisdiction and applicable area where the facility operates.

How to choose best law firm

How to choose the best call center for your law firm?

1. Research call center: Perform in-depth research about the best call center software for lawyers and law firms. Analyze their uptime features and functionalities, user reviews, customer satisfaction, and prices.
2. Inefficient Call Routing: If your virtual call center software is not routing calls to the right agents or departments.
3. Specialized Legal Services: Determine if the call center has expertise in the specific area of law your firm specializes in.
4. Compliance and Confidentiality: Ensure the call center software complies with legal and ethical guidelines, including client confidentiality and data protection.
5. Pricing and Cost Structure: Look for their pricing, setup fees, per-minute charges, and other hidden fees and choose one that matches your budget.

Frequently Asked Questions

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A law call center is a cloud-based service platform specializing in handling law firms’ inbound calls. Customers can have simple to complex legal inquiries. The agents are responsible for answering the calls, selecting the leads, setting appointments, and providing information about the law firm’s service.

The average price for a law calls firm call center rangers is $12-$330 monthly. It totally depends on the provider, features, services, setup fees, and additional fees.

You can follow the given steps to set up a center-based answering service for law firms:

  1. Choose a reliable call center software
  2. Sign up and Login
  3. Submit necessary documents 
  4. Set Up IVR and call routing strategies and add users
  5. Start manning calls

Here are the steps on how to start and run an outbound call center for law firms:

  • Define Your Objectives
  • Conduct Market Research
  • Develop a Business Plan
  • Obtain Legal and Regulatory Compliance
  • Set Up Infrastructure
  • Recruit and train agents
  • Develop Call Scripts and start making calls

Some of the best practices for lawyer outbound call center lead generation are: 

  • Define the target audience based on the type of law practice you specialize in.
  • Research and acquire data on the potential leads
  • Develop a call script, practice, and refine it to impress prospects
  • Focus on the value proposition and benefits of working with your law firm
  • Qualify leads using effective questioning techniques. 
  • Address objections of your prospects and prepare unique techniques for approach.
  • Analyse and track the results.