What is telemarketing software?
Telemarketing software automates customer outreach functions for sales, marketing and customer service call centers.
These platforms offer several features that go beyond phone calls. Automatic dialing, CRM integrations, virtual phone numbers, text messaging, analytics and reporting, email management, and more.
All these systems are cloud-based, so you don’t need any physical infrastructure or installation. Add the possibility for operators to work remotely (from a PC or mobile app) and you end up with a powerful system with excellent cost-benefit relation.
What are the benefits of telemarketing software?
1-Provides an automated system to reach prospects and customers. The only data you need is a telephone number, and you can change your pitch on the go.
2-Offers an integral communication system containing phone calls, SMS, emails, voicemail, and video calls.
3-Allows to work from anywhere. An agent with an internet connection and a desktop or mobile device can deliver results.
4-Using local numbers for calling increases the chance for lead generation.
5-Generates mensurable reports and insights to track your prospects, leads, and agent’s performance.
8 core features to consider when choosing telemarketing software:
1-Pricing per user and free-trial:
Check pricing schema and make sure there are no hidden costs. You will usually pay a monthly fee per agent plus usage per minute tariffs.
2-CRM (Customer Relationship Integration):
A CRM allows to track and maintain customer details, contact information, and history. This information helps you to manage sales and marketing activity, your sales pipeline, and leads. A good telemarketing solution must have a CRM or the possibility to integrate an external one.
There are three main dialer systems:
Predictive dialer: The system dials from a list of telephone numbers and predicts when agents will be free to take the next call.
Progressive dialer: The system waits for an agent to finish their current call before it dials the next number on the list, and only dials one number per agent.
Power dialer: The system uses a configurable calls-to-agent ratio and when an agent is available the system automatically dials the next contact record based on that ratio.
4-Analytics, historic and real-time reports:
Valuable to track agents’ calls-per-hour, call duration, and overall system performance.
5-CTI (Computer Telephony Integration):
This is important to integrate your actual system into the telemarketing software. Otherwise, the agent must be doing additional workload between calls to connect both systems manually.
Implementing and adapting telemarketing software is not easy, and it requires time and full support from the vendor. Make sure he can assist you and this doesn’t mean additional or hidden costs.
7-Virtual phone numbers:
Check availability of local numbers from the software provider in the countries you intend to work in.
8-Omnichannel support and Integrations:
If you are running a sales or marketing solution, integrating your telemarketing software into your current system will improve your workflow.
On the other hand, omnichannel allows connecting with prospects using different channels, like email, SMS, video chat, and more.
11 best telemarketing software:
CallPro CRM is a telemarketing software designed for outbound calling such as telemarketing, telesales, inside sales, and lead generation.
This is a full-featured telemarketing solution, with customer relationship management, telephone integration, email marketing, telesales, lead management, remote working, and outbound calling.
1-Outbound calling: Preview dialing (also known as click-to-dial) to open a record. Click to dial avoiding pressing telephone buttons. Progressive dialing: the system automatically dials when you open a record and also hangs-up automatically when the call finishes.
2-Telephone integrations with numerous telephony providers, including Avaya and VoIP suppliers.
3-Unlimited data storage and multiple CRM databases within one system. Also, databases can be configured independently. Each record can store as much information as you need since this is a hybrid between a call center and a CRM system.
4-CallPro CRM provides an API to input data into the system automatically, an interesting feature for powerful automation.
5-Create email campaigns where each email content can be different and dependent on actions in a previous step. Create personalized emails and follow up emails.
6-Full call-back management in manual or automated mode.
CallPro CRM pricing: not available on their site, you must contact them for price request.
Cloudtalk is a call center software for sales and customer service teams. You can make and receive calls from your desktop or mobile device from anywhere in the world.
Cloudtalk can set up a virtual call center in minutes. Also offers competitive pricing and a full set of features for call center management.
With no requirement about a minimum number of users, number porting, and call flow designer from the basic plan, this platform has an interesting pricing format for small companies that are just starting.
1-Integrations: Pipedrive, Hubspot, Salesforce, Zendesk, Intercom and 30+
2-Call queueing, call recording, call back, internal calls and extensions, voice mail, power, and predictive dialers.
3-Number porting (you can use your existing phone numbers), Toll-free numbers, international numbers from 140+ countries, short numbers.
4-IVR, agent skills-based routing, customized call-flow designer.
5-Powerful analytics with call statistics, call monitoring, agent reports, emotion and sentiment analytics, and custom reporting.
Starter plan: $20/user/month with unlimited inbound and outbound calls, click to call, automated call distribution, mobile app, international numbers, unlimited call queuing.
Essential plan: $25/user/month, all the above plus advanced analytics, real-time dashboard, open API, integrations, SMS, and workflow automation.
Expert plan: $40/user/month, all of the above plus Salesforce integration, power dialer, smart dialer, call monitoring, dedicated account manager, sentiment score.
30-day free trial and custom plans available.
1-Call recording, call logs, call transfers, automatic call distribution, and IVR.
2-CRM integrated and real-time dashboard.
3-Full call recording or on-demand. Option to stores recordings on your server.
4-Customer lists lead filtering, leads time-zone restrictions, lead recycle.
5-Supervisor and remote team management.
Gocloud starter: $19/month per agent (5 agents minimum) with personal and team voicemail, scheduled callbacks, outbound calls(manual, preview and predictive), 3-way conference and call transfers. Lead and supervisor management.
Gocloud premium: $24/month per agent (starts with 6 agents) Same that above plus reports and analytics, IVR, blended calls, automatic call distribution.
Free 30-day trial available.
RingCentral is a telemarketing software providing solutions for businesses and customer service teams. A well-known provider in the industry, with options that range from simple inbound calls management to full omnichannel solutions.
1-Integrated video messaging and phone calls on any device.
2-Full team communication including files and documents.
3-Cloud phone system with 50+ features available including local numbers.
4-Integrations: Microsoft365, G Suite, Oracle, Zendesk, Zapier and 50+
Essential: $19.99/user/month up to 20 users, business phone or toll-free numbers, unlimited SMS, voicemail to text, and team messaging.
Standard: $24.99/user/month. Above plan plus video communication, unlimited users, phone numbers in 100+ countries, reports, integrations.
Premium: $34.99/user/month. Above plan plus open API, automatic call recording, advanced call handling, CRM integrations, and real-time analytics.
Ultimate: $49.99/user/month with unlimited storage and device status reports and alerts.
AVOXI is a cloud communication platform with a focus on contact center and virtual phone numbers. This software provides two-way synchronization with your CRM or helpdesk platform.
With AVOXI you can easily handle inbound and outbound calls, manage remote teams and agent’s performance.
1-Call recording, call forwarding, unlimited concurrent calls, international calling.
2-Virtual numbers in 170+ countries, Toll-Free numbers, and DID numbers.
3-SMS forwarding and unlimited calls to the US and Canada.
4-Advanced analytics, call tagging and call scoring.
5-Integrations: Hubspot, Zendesk, Salesforce, Zoho, and 50+.
AVOXI contact plan: $19.99/user/month.
AVOXI Enterprise plan: $39.99/user/month includes advanced analytics, CRM integrations, advanced call monitoring, and helpdesk integrations.
3 licenses minimum required. Free 30-day trial available.
Bitrix24 is a telemarketing software solution, available both in the cloud and on-premise (self-hosted). Supports multiple languages including English, German, Spanish, Ukrainian, and Russian.
1-Inbound and outbound telemarketing tools. Bitrix comes with a free PBX including voicemail, call queue, call recording, call waiting, call transfer, and call forwarding to mobile devices.
2-Built in CRM, one-click calls, automatic lead distribution, and telemarketing agent management.
3-Rent local phone numbers in the US and UK, rent 1-800 numbers in the US, and set relay phone numbers worldwide for free. Works worldwide supports work from home agents.
4-Tasks and projects, real-time communication, file sharing and storage, time management and calendars, CRM, website builder, and more.
5-Internal communications through intranet, chat, and video chat.
Free: Basic functionality with CRM, tasks, communications, chats, and video chats.
Start+: $19/month with 2 users and 10 GB storage.
CRM+: $55/month for 6 users and 50GB storage.
Project+: $55/month for 24 users and 50 GB storage
Professional: $159/month for unlimited users and 1024 GB storage.
Bitrix pricing is not quite clear at a glance, so check their page carefully before sign-in.
PhoneBurner is a full telemarketing software solution. This cloud-based platform includes outbound calls, lead generation, power dialer, lead distribution, CRM, and workflow automation.
1-Power Dialer connects using any phone or VOIP phone. You can dial up to 80 leads per hour, and the platform streamlines time-consuming tasks so agents can spend more time on the phone closing business deals.
2-CRM for detailed data records, call recordings, and text exchanges. Email sending and tracking.
3-Automatic lead distribution to feed the right leads to the right reps.
4-PhoneBurner integrates with Zapier, Salesforce, Hubspot, Zoho CRM, Zoom, and 100+ apps so you can add dialing and workflow automation to your existing sales process.
5-Local Caller ID to match your prospect’s location. PhoneBurner claims this feature helps to get 56% more live conversations.
6-Call tracking, call recording, text messaging, email sending.
PhoneBurner pricing: Only one plan at $149/user/month. Admin accounts are free. Free-trial available.
Freshcaller is a cloud-based call center software provided by Freshworks, a long-time player in the business software industry. You can choose a phone system or omnichannel platform.
One unique feature of Freshcaller is Voicebot (only available on the higher plan). This is an AI-powered feature that understands customer language and provides pre-established automatic responses to customer queries.
1-Easy number management, you can port your current numbers or buy numbers from 90+ countries.
2-Powerful reporting; pre-built reports that can be customized and scheduled to your inbox.
3-Advanced inbound routing during business hours or outside working hours.
4-Click to call, agent extensions, callback, call tagging.
5-Real-time supervision dashboard, live calls monitoring, performance report, and service level tracking.
6-Integrations: Hubspot, Shopify, Freshdesk, Magento 2, Salesforce, and more.
Keep in mind that Freshcaller adds to their monthly plans a pay-per-minute fee.
Sprout: Free, unlimited agents, buy local and toll-free numbers, inbound caller-ID, custom greetings, call metrics.
Blossom: $19/month/user all in previous plan plus free 1000 min/month, number porting, wait queues, voicemail, call recording, and pre-built reports.
Garden: $39/month/user all in previous plan plus free 2000 min/month, call monitoring, IVR, custom reports, call conferencing, advanced call queues, own carrier, agent extensions, call tagging.
Estate: $45/month/user all in previous plan plus free 3000 min/month, holiday routing, advanced call metrics, call barging, call recording opt-out, queue callback, routing automation, and agent availability report.
Forest: $69/month/user all in previous plan plus free 5000 min/month, omnichannel routing, IVR, Voicebot, abandoned call metrics and service level monitoring.
Prices based on annual billing, free 21-day trial available.
Five9 is a complete telemarketing software solution and a fully customizable platform according to the business you are running. Five9 claims that you will get +300% talk time per hour using their system.
This software includes omnichannel, inbound and outbound calls, workflow automation, analytics, integrations, and more.
1-Omnichannel routing to deliver each interaction to the right resource at the right time.
2-Many communication channels: chat, video chat, email, social media.
3-Full analytics reports to track your agent’s efforts. Real-time performance for agents, supervisors, and the whole system.
4-Dashboard 100% browser-based, so agents can work from anywhere.
5-Predictive dialer, power dialer dials at a fixed number of calls per agent but only when agents are available to take the call. Progressive dialer for a variable call-to-agent ratio. TCPA compliance.
6-Integration with CRM solutions like Salesforce, Microsoft Dynamics, Oracle Cloud, Zendesk, and more.
Five9 pricing: This company offers flexible pricing based on what you need. You have to fill a form on their website for pricing information.
VICIdial is an open-source telemarketing software that you can get for free. The company reports 14,000+ registered installations in 100+ countries around the world. But CRM and call recording are paid features and setting up this system may require a technical background.
This software is available in 16 languages, with the option to create your custom translation as well. This is a flexible system that can handle from 5 to 500 agents with ease.
1-Blended, inbound, and outbound calls with predictive and manual dialing modes.
2-CRM integration (this is a paid feature)
3-Call scheduling, call tracking, unlimited voice mailboxes, built-in IVR, and call queuing.
4-Mobile iOS and Android apps.
5-Agents can log from anywhere with just a phone and a web browser.
VICIdial pricing: Free, some features require additional payment.
Calltools is a telemarketing software platform that aims to maximize performance while minimizing costs. A cloud-based system that is easy to use and set up. Once you upload your contacts and customize settings, you can start dialing in a matter of minutes.
1-Built-in web phone and CRM.
2-Integrates with Salesforce, Zoho, Microsoft Dynamics, Sugar CRM. Also, Hubspot, Infusionsoft, Oracle, Podio, Google Maps, Sendlane, LeadMailBox.
3-List management with dialing compliance.
4-Real-time reporting and analytics
5-Predictive dialer using an algorithm to increase agent’s efficiency. Also preview dialer, IVR, and power dialer.
6-Email templates and SMS management.
Calltools pricing: Only personalized quoting. You must fill a form with some data to get a quote.
Some interesting tips about telemarketing:
92% of all customer interactions happen over the phone.
It takes around 8 cold call attempts to reach a prospect.
Thursday is the best day to prospect. Wednesday is the second-best day. Tuesday is the worst day.
85% of customers remain dissatisfied with their phone call experience.
The best time to make cold calls is 4.00-5.00 PM.
80% of calls go to voicemail.
If telemarketing plays a key role in your business, there are many options available. We have compiled the best platforms paid and free.
Read carefully and check which is the right for your business.
Several providers offer a free trial, and it is important to check them out before signing-in for a paid plan.