AI call center software: How it works and top tools in 2025

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Efficient and seamless customer communication is the lifeblood of sales and customer support teams, yet traditional call center challenges often stand in the way. Manual dialing slows down sales teams, siloed data leads to inconsistent customer experiences, and excessive hold times triggers customer churn and agent frustration. But these common call center challenges have a fix. 

AI in customer communications, and particularly AI call center software is changing the game. This isn’t just a buzzy tech term; it’s a practical, results-driven tool that transforms how businesses handle both inbound and outbound calls. AI call center software doesn't just automate; it turns disjointed call centers into well oil machines. From virtual receptionists, to AI voice agents to real-time analytics, AI tools empower teams to work smarter, scale faster, and deliver better customer experiences.

Let's jump into exactly what AI call center software does, how it works, and which tools can take your communication processes into the future. 

What is AI call center software? 

AI call center software refers to intelligent tools that use artificial intelligence technologies to manage inbound and outbound calls. This software automates key processes, including routing calls, analyzing sentiment, generating call transcriptions, and relaying call and customer data between your communications technology and your CRMs or helpdesks. 

Also known as ‘AI voice agents’ or ‘intelligent call center tools’, these solutions supercharge productivity by handling repetitive tasks, such as note-taking, reporting, and responding to basic day-to-day inquiries. This frees up human agents for high-value interactions that require empathy, reasoning, or creativity. 

What is AI in customer communication?

Core features of AI call center tools 

What makes AI call center software so versatile? It’s packed with features built to optimize efficiency and customer satisfaction. 

Smart call routing 

Automated Interactive Voice Response flows ensure that calls are directed to the appropriate agents or teams. Priority queuing reduces hold times for high-priority customer calls, while agent availability matching efficiently connects callers to the next available team member.

Real-time agent assistance 

In-call AI guidance provides agents with the right information at the right time to help them navigate difficult calls. Additionally, call whispering alerts managers when agents need support, allowing them to join live calls and guide agents in real-time. And Call Scoring automatically rates an agent’s performance per call, so managers can save time on assessments and jump right into coaching areas that need attention. 

Sentiment detection and transcription 

AI analyzes customer sentiment during calls, highlighting potential issues and providing valuable insights. Call transcriptions streamline the process of reviewing calls, making it faster and more accurate. Additionally, Key topic recognition identifies patterns in call topics, enabling managers to focus coaching efforts where needed and flagging any potential product issues for further review.

Virtual agents 

Virtual agents handle repetitive frequently asked questions or lead qualification 24/7, so teams can focus on complex issues. Plus, they qualify inbound calls and leads, making sure calls are directed to the right person or team in fewer steps, with full context provided to the human agent for a seamless experience.

Pro Tip: Choose tools that prioritize seamless CRM Integrations and sentiment analytics to maximize ROI.

AI Assist from Aircall could be streamlining your sales cycles and improving your support workflows right now! Find out how.

Sales and support: How your teams can make the most of AI call center software 

AI call center software benefits both sales and support teams, but in distinct ways. Here’s a closer look at how each team can leverage these tools. 

Sales teams 

• Call Transcription saves hours of time in post-call admin. 

• Call Summaries lead to faster call reviews. 

• Talk-to-listen ratios quickly summarize speaker dynamics to help managers improve performance.

• Pitch coaching helps sharpen reps’ messaging based on real-time AI feedback. 

Support teams 

• Key Topic Recognition shows managers and business leaders recurring themes in customer inquiries, so product and service information can be improved at the outset.

• AI guidance helps agents through challenging calls in real time. 

• Routing inefficiencies eliminated through smart workflows. 

• Sentiment analysis helps managers to instantly grasp the temperature of a call and guide future coaching. 

AI vs. human agents: When to use which 

AI isn’t here to replace human agents, but to augment their abilities. Here’s when to lean on AI versus human expertise:

AI is perfect for: 

• Repetitive queries: Common questions like order updates or password resets. 

• Call triage: Directing calls to relevant departments. 

• Data-driven insights: Generating reports, summarizing outcomes, and tracking sentiment. 

Humans are essential for: 

• Empathy and rapport: Handling emotionally complex issues or irate customers. 

• Contextual decision-making: Scenarios requiring deep understanding or flexibility. 

Ideal setup: A hybrid model where AI handles routine workloads, allowing human agents to thrive in high-touch, complex interactions. 

The top AI call center software in 2025 

Searching for the right tool? These leading software solutions are dominating the market in 2025. 

Aircall: Best for human-first AI

Aircall is the AI-powered customer communications platform, designed specifically for small-to-medium-sized businesses (SMBs), scaling effortlessly with them as they grow. Aircall is leading the way in AI communications technology, with AI Voice Agent and AI Assist helping sales and support teams to automate the busywork and focus on their customers.

The versatile platform enables users to manage all their customer interactions directly within their CRM, and allows businesses to set up and manage all their communications channels like voice, SMS, MMS and WhatsApp in a single view. And productivity features give sales and support teams a real boost, like call and voicemail transcription to review calls and ramp up reps quicker, and Power Dialer to save minutes per call with automatic dialing from webpages. 

Additionally, its collaborative tools make it easy for teams to work together, sharing notes and insights on customer interactions in real-time. Whether you’re looking to streamline your sales cycles or offer superior customer support, Aircall combines simplicity with functionality to deliver results. 

Integrations: 100+ integrations, including HubSpot, Salesforce, Zendesk, Intercom, Shopify, Slack, and more

Pricing: From $30/user/month (annual billing)

Dialpad 

Dialpad is a scalable communication platform with advanced voice intelligence. It uses AI to transcribe calls in real-time, analyze conversations, and provide insights to improve communication. Ideal for teams looking to boost productivity, Dialpad also includes video conferencing and SMS messaging, offering a unified solution across devices.

Integrations: Google Workspace, HubSpot, Microsoft 365, Salesforce, Zendesk, and more

Pricing: From $15/user/month (annual billing)

See our Dialpad alternatives comparison for more information, or check out an in-depth review of Dialpad vs. Aircall.  

Zendesk 

Zendesk is a robust customer service solution tailored for enterprise teams that require advanced AI-driven capabilities. Its standout feature is AI ticket routing and escalation, which ensures customer inquiries are handled quickly and efficiently.

Zendesk also provides a comprehensive suite of tools, including live chat, email integration, and knowledge base management, making it a go-to platform for large organizations managing complex customer service workflows. 

Integrations: Aircall, Salesforce, Jira, Shopify, Slack, Typeform, and more.

Pricing: From $55/month

Convin.ai 

Convin.ai is a performance-driven analytics platform designed to help businesses improve call quality and team efficiency. This solution focuses on analyzing sales or support calls with detailed insights into team performance and customer interactions. 

Businesses can use Convin.ai to pinpoint areas for improvement, train their teams effectively, and boost overall productivity. Its emphasis on quality assurance ensures consistent and high-performing communication standards across teams. 

Integrations: Dialpad, Google Calendar, Slack, Zoho, Zoom, RingCentral, Aircall, and more.

Pricing: From $50/month

Knowmax 

Knowmax is an advanced knowledge management system paired with cutting-edge AI-powered voice integrations. It helps businesses create and manage a centralized, best-in-class knowledge base, making it easier for teams to access critical information during customer interactions. 

With its voice AI tools, Knowmax ensures that agents can deliver faster and more accurate resolutions, ultimately improving customer satisfaction. Ideal for support teams, this platform enhances operational efficiency and knowledge retention. 

Integrations: Zendesk, Talkdesk, Freshdesk, Freshchat, Salesforce, SAP, Ameyo, Genesys, and more.

Pricing: From $14.99/user/month

Each platform offers its advantages, so make sure you select one tailored to your team’s specific needs and growth trajectory. 

Pricing and ROI: What to expect 

While pricing varies, here’s a snapshot of what to expect from AI call center tools. 

Pricing models 

• Flat-per-user fees: Often ranging from $15–$50/month per user. These fees are typically predictable and easy to budget. However, they can add up quickly as your team grows. 

• Add-ons: AI transcription or analytics might involve additional costs. These features can enhance functionality but may not always be necessary for all users. It’s important to evaluate if the extra cost aligns with your specific needs.

ROI breakdown 

• Faster onboarding: Reduces agent ramp-up time. With quicker onboarding, agents become productive sooner, minimizing downtime and maximizing workforce efficiency. This not only improves ROI by reducing training costs but also ensures a seamless customer experience from the start. 

• Analytics-driven insights: Improve agent performance by 27%. By leveraging data, your team can identify strengths and address weaknesses more effectively. This leads to better customer interactions, higher satisfaction rates, and increased long-term value for your business. 

• Cost savings: Cut average handle times and deliver resolutions faster. Shorter resolution times mean fewer resources spent per customer interaction, increasing overall operational efficiency. This directly impacts your bottom line while enhancing customer loyalty with faster, more effective support.

Ask vendors about hidden fees, licensing options, and dedicated support during your evaluation process. To see how Aircall’s AI Voice Agent could improve your revenue, try our ROI calculator now. 

Aircall: improving CSAT and ROI for your call center

AI call center software is revolutionizing how sales and support teams work by blending automation, analytics, and intelligent routing. However, success depends on finding a solution that integrates seamlessly with your existing tech stack while empowering your team with actionable insights.

Aircall is the leading customer communication platform trusted by 20,000+ businesses. Powered by AI insights and automation, Aircall helps call centers around the world save time, uncover opportunities, and enhance customer experiences. Explore how Aircall can transform your sales and support operations with cutting-edge AI tools, seamless integrations, and unmatched user experience. 

Step into the future of smarter, faster, and scalable communication.

Frequently asked questions:

How fast is onboarding?

Onboarding is typically fast and seamless. Most AI call center solutions can be set up within a few days, with basic functionality ready within hours. The exact timeline depends on your existing systems and customization needs, but dedicated support teams usually guide you through every step to ensure a smooth transition.

Does AI work for outbound AND inbound?

Yes. AI call center software is designed to handle both outbound and inbound calls. For inbound, it can manage high call volumes, route calls intelligently, and resolve common queries instantly. For outbound, it can automate tasks like appointment reminders, surveys, and follow-ups, improving efficiency and consistency.

Will this replace my agents?

No. AI is designed to support, not replace, your human agents. It handles routine, repetitive tasks so your team can focus on more complex and high-value conversations.

What integrations are available?

Most AI call center platforms integrate easily with popular CRMs (like Salesforce, HubSpot, and Zoho), helpdesk tools (like Zendesk and Freshdesk), communication platforms (like Twilio and Slack), and EHR systems for healthcare. Open APIs also allow for custom integrations based on your needs.

Is it HIPAA compliant?

Yes, many AI call center solutions offer HIPAA-compliant options. This includes secure data handling, encrypted communication, and strict access controls to protect patient information. Always confirm compliance details with the provider to ensure it meets your specific regulatory requirements.

Published on August 13, 2025.