Call Center VS CRM: 5 Key Differences

What is Call Center Software?

A call center is a centralized office where a lot of calls both incoming and outgoing are handled. They typically respond to customer service inquiries from big enterprises and organizations.

A call center can handle a sizable volume of calls simultaneously, screen calls and route those that can be handled by someone else to them, and log calls. It is a functional area within an organization or a separate facility that is outsourced and only exists to answer incoming or outgoing calls. Typically, this area is a sophisticated voice operations center that offers a full range of outgoing or incoming call-handling services for high call volumes.

Businesses can better manage client communication by using call center software to handle calls, emails, texts, instant messages, live chats, and social media.

It can be used as a component of help desk software with a queuing feature so that representatives can respond to clients and address their questions and problems.

Numerous functions, including call center monitors, auto-dialers, call analytics, IVR, predictive dialers, and others, may be included in call center software.

Benefits of Call Center Software:

The following are the main advantages of call center software:

It enhances customer service management, making sure that all client inquiries are promptly addressed.

Managing queries, tickets, appointments, sales, and technical issues, improves productivity.

This program may distribute calls effectively, keeping all agents working, and saving money instead of hiring numerous agents to handle calls.

Call center software can determine the importance of a call. Call prioritization improves client loyalty and the customer experience.

What is Customer Relationship Management (CRM)?

Customer relationship management is referred to as CRM. CRM software is a system for managing your interactions with clients, as the term suggests.

You may keep track of communications with clients or potential clients as well as information about them with CRM software. The information is saved in a centralized database and is accessible to many people inside an organization.

A CRM assists in improving sales, marketing efforts, customer care, accounting, and management for expanding businesses. The details of a specific client's customer journey are accessible to and modifiable by multiple parties.

Key features of CRM:

Some key features are discussed below:

Data on customers is easily accessible. Systems for managing customer relationships have searchable databases that users can utilize to obtain client and prospect information while in meetings. The most recent consumer information is available from any access point thanks to some solutions that enable customers to sync data across different devices.

Automated processes that have been improved. CRM software enables users to standardize workflows and procedures related to sales, marketing, and customer service to enhance team interaction.

Actionable insights into customer behavior and business performance. Some CRM software providers provide analytics capability, allowing users to design customized dashboards and reports using client information. This information is available in consumer segmentation, revenue tracking, and marketing campaign management.

Five key differences between Call Center Software and CRM:

Call center CRM and call center software are frequently confusing terms. These five differences between the two are described.


ii)Main Users


iv)Use Cases



Call Center software:

The fundamental objective of a call center is to increase your company's productivity. You may provide consumers with the greatest service while saving money on resource investments for your business by transferring some of your company's responsibilities to call center specialists. By streamlining and centralizing various procedures and services, call centers can enhance a business's capacity to both new and existing clients.

Call Center CRM:

To enhance customer experience and raise revenues, CRM acts as a customer database and offers a 360-degree view of the consumer. Additionally, call center management in CRM will increase the company's revenue by enhancing sales management and bringing in more clients through marketing automation, and other measures.

ii)Main Users:


CRM is useful not just for large corporations. Small and medium-sized businesses that emphasize B2B sales are some of their key users. Real estate, insurance, and other B2C businesses that rely on leads typically have a lengthy sales process and high-ticket items that require ongoing tracking. They can use it to track the most popular products, make personalized offers on online shops, and do other things. businesses looking to enhance customer experience through CRM data analytics.

Call Center Software:

The following are the primary call center, software users:

All kinds of call centers, including inbound and outbound call centers, can benefit from it.

It is a helpful tool for businesses that need to handle calls and consumer requests through different channels but do not have a dedicated call center department.

Small businesses can use it to create e-commerce stores and outbound lead prospecting campaigns to set up virtual call centers with remote agents.


Various functionalities are available in call center CRM and call center software.

Call Center Software:

A call center solution allows you to use more capabilities than only click-to-call, which is frequently offered in a CRM, as it is only responsible for phone-based interactions with your clients or target audience.

The primary functions of call center software are computer telephony integration (CTI), analytics and reporting, call recording and queueing interactive voice response (IVR), automatic call distribution (ACD), and contact management.

Call Center CRM:

You can manage all of the interactions your business has with clients or potential clients by using a CRM system.

A call center CRM's primary features include lead management, customization, third-party integration, analytics and reporting, interaction monitoring, workflow automation, real-time data, and other services.

iv)Use Cases:

Use cases of call center software and CRM are as follow:


Here are the main use cases of CRM:

All client interactions are recorded via a CRM system. It compiles thorough data regarding the client's journey.

To use them in marketing campaigns and other operations, businesses construct detailed profiles of their clients and prospects.

If each product implies a unique sales procedure, sales personnel construct numerous sales processes for each product and track transaction phases in each pipeline.

Agents in charge of providing customer support can track tickets, complaints, and requests and share them with the sales team.

Online retailers can keep track of user activity for future promotional offers, such as product page views, add to cart, etc.

Call Center Software:

It can be used by sales representatives for telemarketing and cold-calling operations (because of such features as contact lists, call scripting, and dialers). For instance, it could be used in inbound sales to take orders in an online store and to provide immediate replies in response to website queries.

The customer care team can utilize it to interact with customers consistently, handle web chats, and access self-service options.

Utilizing intelligent call routing is another way that call center software may help businesses. It ensures that customer requests will be forwarded to the proper agent with the fewest possible transfers.


Call Center Software:

Call center software can cost between $50 and $1500 per agent every month.

For a large call center with 50 people, the price per agent can reach $1,200. An average small call center with 10 to 50 agents costs $165 per agent per month.

The cost of the call center software used by the majority of medium-sized businesses typically ranges from $59 to $119 per agent, per month. Businesses spend between $49 and $297 per month on hosted call center software. Cloud-hosted call center software typically costs $50 to $300 per month per agent.

Call Center CRM:

Call center CRM can range in price from $15 to $150 per month. Depending on the size of your call center, the cost of in-house call center software might range from $1,000 to $1,500 per agent. On the other hand, a hosted solution will cost you between $50 and $300 per agent per month.

You may have to pay $250 per month or more for cloud-based software that you can modify to meet your unique demands.


Call center software and a CRM system are both essential options. They serve distinct purposes and cannot be used interchangeably. You can manage all of the interactions your business has with clients or potential clients by using a CRM system. A call center solution allows you to use more capabilities than only click-to-call, which is frequently offered in a CRM, as it is only responsible for phone-based interactions with your clients or target audience. Both strategies take time to adopt and the description of business processes, although the level of human interaction varies.

The effectiveness of CRM implementation depends on their performance; if they follow protocols and record data after each client interaction, it will be effective. A call center solution enables you to access a variety of data directly from logs, statistics, and other sources, allowing you to quickly identify instances of interference and take appropriate action. Pricing for these systems varies as well; CRM may end up costing more than call center software. However, adopting both of them into your company is preferable because it will enable you to carry out all business responsibilities more effectively.