If you are looking for a way to improve your customer service, then you may want to consider using open source call center software. This type of software can help you manage your customer interactions more effectively and provide a better experience for your customers.
It can also help you save money on your customer service operations.
In this blog post, we will discuss the different options available for open-source call center software and help you choose the right one for your business.
We will also provide a few tips on how to get started with this type of software. So, if you are ready to improve your customer service, then let’s get started.
What Is A Call Center Software?
Call center software is a type of program that helps businesses manage their inbound and outbound call volume. Call center software can be used to route calls to the appropriate agent based on skillset, geographic location, or language preference.
Additionally, the software can help track call metrics and performance data. This information can be used to improve customer satisfaction levels and optimize business operations. Call center software is an essential tool for businesses that rely on phone calls to connect with customers.
By using the right software, businesses can improve efficiency and deliver a better customer experience even on their business phone system. The software provides features such as:
- Call routing: This feature allows businesses to route calls to the appropriate agent based on skillset, geographic location, or language preference.
- Automated call distribution: This feature helps businesses distribute calls evenly among agents.
- Call recording: This feature allows businesses to record phone calls for quality assurance or training purposes.
- Caller ID: This feature allows businesses to see the caller’s information before answering the call.
These are just a few of the features that open-source call center software can offer businesses.
The 5 Best Open Source Call Center Software (Explained)
Now that we have discussed what call center software is and some of the features it can offer. Let’s take a look at the best open-source call center software options available:
1. Bitrix24
Bitrix24 is a powerful tool that can help any business to be more productive and efficient. It is a complete suite of tools that includes everything from task management and project management to CRM and marketing automation.
In addition, Bitrix24 offers a wide range of features that are designed to improve collaboration and communication within a company.
For example, the platform provides users with the ability to create groups, share files, and hold video conferences.
Bitrix24 is also highly customizable, meaning that businesses can tailor the platform to their specific needs. As a result, Bitrix24 is an essential tool for any business that wants to be more successful.
Pricing
This software has three different subscription plans.
- Basic: $49 per month, it offers most of the features that the other two plans offer with five users.
- Standard: $99 per month, it gives you access to all features with fifty users.
- Professional: $199 per month, this is the most expensive plan, but it gives you access to a few additional features such as an AI assistant and a live chat agent.
- Free Trial: There is a free trial available for this software with unlimited users, but some features are restricted. It is a great way to try out the software before committing to a subscription.
Important Features
Here are the main features of Bitrix24 software:
- CRM: The CRM system is one of the most important features of this software. It helps businesses to track their customers and manage their interactions.
- Project management: Project management tools help businesses to plan, track, and execute their projects.
- Task management: Task management features help businesses assign and track tasks.
- Marketing automation: Marketing automation features help businesses to automate their marketing tasks.
- File sharing: File sharing features help businesses share files and collaborate on projects.
- Video conferencing: Video conferencing features allow businesses to hold meetings and conferences through video calls.
- Customization: The platform is highly customizable, meaning that businesses can tailor it to their specific needs.
2. VICIdial
VICIdial is a powerful open-source call center software solution that has been gaining popularity in recent years. What sets VICIdial apart from other solutions is its price tag: it is completely free to use.
This makes it an appealing option for small businesses and startups that are looking to set up a call center on a budget.
In addition, VICIdial is very easy to customize and configure to meet your specific needs. In case you’re looking for a simple solution or something more robust, VICIdial is definitely worth considering.
The software is also very easy to use. You don’t need any technical expertise to get it up and running. The user interface is straightforward and intuitive. Even if you’ve never used any free call center software before, you’ll be able to figure it out in no time.
Pricing
This is absolutely free open-source call center software. You don’t have to pay for anything, which is great news if you are on a tight budget.
There are no set-up fees, no monthly subscription fees, and no charges per call. You can use this software for as long as you like without ever having to worry about paying a dime.
Important Features
Here are the main features of VICIdial software:
- Automatic call distribution: This feature ensures that calls are distributed evenly among agents.
- Call recording: This is a valuable quality assurance tool that can be used to monitor agent performance.
- Real-time reporting: This allows you to track key metrics such as call volume, average handle time, and abandoned calls.
- Integration with CRM: VICIdial can be integrated with popular CRM solutions such as Salesforce and SugarCRM.
3. EKIGA
EKIGA is another great open-source call center software solution. It is very similar to VICIdial in terms of features and price.
The main difference is that EKIGA is not as well known, which may make it a less appealing option for some businesses.
EKIGA also has good integration options, making it easy to connect to your existing CRM or VoIP system. Formerly known as GnomeMeeting, EKIGA is a mature and stable open-source project with a strong community behind it. EKIGA can be run on Windows, Linux, and macOS.
Some users have reported issues with EKIGA’s stability on Windows, so if you’re planning to use this software on Windows, be sure to test it thoroughly before deployment.
Pricing
Like VICIdial, EKIGA is completely free to use. There are no monthly fees or per-user charges. You can download and install EKIGA on your own server, or you can use one of the many EKIGA hosting providers.
Important Features
EKIGA offers a wide range of features, including:
- Automatic call distribution: This feature allows you to distribute calls evenly among your agents.
- Automatic call recording: Automatic call recording is a great way to ensure that you have a record of all your calls.
- Call monitoring: With call monitoring, you can listen in on calls and see how your agents are handling them.
- Reporting: This feature gives you detailed insights into your call center’s performance.
- Support for multiple languages: Multiple language support is important if you have customers from all over the world.
- Integration with CRM: EKIGA offers seamless integration with popular CRMs like Salesforce and SugarCRM.
- VoIP calls: With EKIGA, you can make VoIP calls using your existing VoIP system.
4. Asterisk
Asterisk is a well-known open-source PBX system. While it’s not strictly speaking the best call center software, it can be used to set up a call center.
Asterisk is very powerful and customizable, but it can be challenging to use if you’re not familiar with Linux and command-line interfaces.
If you’re willing to put in the time to learn Asterisk, it can be a great option for setting up call center solutions on a budget. This is a great option for businesses that are willing to invest the time and resources into learning how to use it.
Pricing
Asterisk is free to download and use. However, you will need to pay for hardware, hosting, and support if you need it for center software solutions.
Important Features
Here are the main features of Asterisk software:
- Call Recording: Asterisk can be configured to record all calls made through the system.
- Automatic Call Distribution: Asterisk can distribute calls automatically to a group of agents.
- Call Queues: Agents can be placed in queues so that they receive calls in the order they are received.
- Interactive Voice Response System: This call center solution can be configured to play pre-recorded messages to callers and collect input from them using the keypad.
- Authentication: Asterisk can be configured to require authentication from callers before they are able to reach an agent.
- Reporting: Asterisk can generate reports on call activity and agent performance.
- VoIP Gateways: VoIP gateways can be used with an Asterisk to connect to the VoIP phone system.
5. MicroSIP
MicroSIP is a great open-source call center software option for businesses of all sizes. It is a free VoIP software that can be used for making calls over the internet.
It offers many advanced features such as call forwarding, caller ID, voicemail, call recording, and more. MicroSIP is available for Windows, Linux, and macOS.
Call center software free needs to be reliable and stable. MicroSIP is a great option if you’re looking for open-source call center software that is both reliable and stable.
It is also very easy to use and has a clean interface. One of the best things about MicroSIP is that it is constantly being updated with new features and bug fixes. The developers are very active and responsive to user feedback.
This is important because you don’t want your call center software to be outdated and not have the features that you need.
Pricing
MicroSIP is a free and open source call center software. There are no monthly fees or subscription charges. You can download and use MicroSIP without any cost.
Important Features
Here are the main features of MicroSIP Software:
- Call Encryption: All calls made with MicroSIPare encrypted with SRTP (Secure Real-time Transport Protocol). This ensures that your calls are secure and private.
- Call Recording: MicroSIP can record all incoming and outgoing calls. This is a great feature if you need to review calls for quality assurance or training purposes.
- Integrations: MicroSIPcan is integrated with a number of third-party applications such as CRMs, ticketing systems, and more.
- Echo Cancellation: MicroSIP has built-in echo cancellation which ensures that your calls are clear and free of any echoes.
- Inbuilt System Monitoring: MicroSIP has an inbuilt system monitoring tool that gives you detailed information about the status of your calls and the health of your system.
How To Choose The Right Open Source Call Center Software For Your Business?
There are a few things you need to consider before choosing the right open source call center software for your business:
Size Of Your Business
The first thing you need to consider is the size of your business. If you have a small business with a few employees, then you can probably get away with using free and open source call center software.
However, if you have a large business with many employees, then you will need to choose a call center software that is more robust and has more features.
You should also consider the future growth of your business. If you plan on expanding your business in the future, then you will need to choose a call center software that can scale your business.
Budget
The next thing you need to consider is your budget. There are many call center software options available, both free and paid. You need to decide how much you are willing to spend on call center software.
If you have a limited budget, then you will need to choose free or open source call center software. However, if you have a larger budget, then you can consider paying for a more robust and feature-rich call center software.
It is important to note that even though some call center software is free, you will still need to pay for hardware, hosting, and support if you need it.
Features
Call center software comes with a variety of features. You need to decide which features are important to you and your business.
For example, if you need call recording or call encryption, then you will need to choose a call center software that offers these features.
You should also consider the integrations that are available. Some call center software can be integrated with third-party applications such as CRMs, ticketing systems, and more. This can be a great way to streamline your business processes.
Support
Another important thing to consider is support. If you run into problems with your call center software, you will need to be able to get help from the software vendor.
Some vendors offer free support, while others charge for it. You should also consider the size of the company and its reputation. A larger company is more likely to have better support than a smaller company.
Scalability
You need to consider scalability. If you plan on expanding your business in the future, then you will need to choose a call center software that can scale your business.
Some call center software is only designed for small businesses and cannot be scaled. It is important to choose a call center software that can grow with your business.
Security
Call center software stores a lot of sensitive information such as customer data and payment information.
You need to make sure that the call center software you choose is secure and compliant with regulations such as GDPR.
It is important to choose a call center software that has been tested and is proven to be secure. Some vendors offer free trials so you can test the security of their software before you buy it.
Usability
The last thing you need to consider is usability. You need to make sure that the call center software is easy to use and that your employees will be able to use it with little training.
It is also important to consider the user interface and make sure it is modern and easy to use. And, of course, you should always test the software before you buy it.
These are just a few things to consider when choosing the best open source call center software for your business. Make sure to do your research and choose a call center software that is right for you and your business.
How To Troubleshoot Common Problems With Open Source Call Center Software?
If you’re having problems with your open source call center software, there are a few things you can do to troubleshoot the issue:
Check The Logs
The first thing you should do is check the logs. The logs will usually contain information about why the software is not working.
It is important to check the logs regularly so you can identify any issues and fix them quickly. Logs can be found in the “logs” folder of your call center software.
Restart The Software
If the software is not working, you may need to restart it. Sometimes, a simple restart can fix common problems.
To restart the software, you will need to log in to the server and restart the software. If you’re still having problems, you can try restarting the server. This will usually fix any issues with the server.
Update The Software
Sometimes, problems can be fixed by simply updating the software. To update the software, you will need to log in to the server and update the software.
It is important to keep the software up-to-date so you can avoid any security vulnerabilities.
Create A Support Ticket
If you’re still having problems, you can create a support ticket. This will allow you to contact the center software vendor and get help from their support team.
To create a support ticket, you will need to log in to the server and create a ticket. Include as much information as possible so the support team can help you resolve the issue.
Check The Documentation
The last thing you can do is check the documentation. The documentation usually contains information on how to fix common problems.
It is important to check the documentation before you create a support ticket so you can try to fix the problem yourself. Sometimes all you need is a simple fix that is already documented.
These are just a few things you can do to troubleshoot common problems with open source call center software.
If the problem is still not resolved, you should contact the software vendor and create a support ticket. They will usually be able to help you resolve the issue.
How To Get Started With Open Source Call Center Software?
If you’re thinking about setting up a call center, you may be wondering what kind of software you need. One option to consider is open source call center software.
This type of software is free to use and modify, making it a very cost-effective option. In addition, there is a large community of users who can provide support and assistance.
When choosing open source call center software, it’s important to select a center solution that is easy to use and configure. You’ll also want to make sure that the software is compatible with your existing systems and infrastructure.
Once you’ve selected the right software, you’ll need to set up your call center and train your staff on how to use it. With a little bit of effort, you can get your call center up and running quickly and efficiently.
The Bottom Line
All the products in this list are great open source call center software. They all have their own advantages and disadvantages.
You need to evaluate your needs and choose the best one for you. And remember, you can always switch to another product if you find that it doesn’t meet your needs.
Be sure to test the software before you deploy it in your production environment. So, what are you waiting for? Go ahead and try out these great open source call center software.
That’s for our guide, We hope this was helpful.
Thanks for reading!
