Best Call Routing Software to Streamline Your Business Communications in 2025

Managing incoming calls efficiently is crucial for any business that wants to deliver exceptional customer service and drive growth. When your team is juggling multiple calls, handling customer inquiries, and trying to route callers to the right department, things can quickly spiral out of control without the right tools in place.

Call routing software automates the process of directing incoming calls to the most suitable agent or department based on predefined rules, caller information, and agent availability. This technology ensures that every call is answered promptly, customers connect with the right person, and your team operates at peak efficiency.

In this comprehensive guide, we’ll explore the best call routing software solutions available in 2025, examining their key features, pricing, and what makes each platform stand out.

What is Call Routing Software?

Call routing software is an advanced system designed to optimize inbound call management by intelligently directing callers to the most suitable person or department. Instead of manually transferring calls or making customers navigate confusing phone menus, modern call routing systems use algorithms and predefined rules to ensure each call reaches the right destination on the first attempt.

These systems evaluate factors such as caller information, agent skills, availability, time of day, and call priority to make intelligent routing decisions. The result? Reduced wait times, improved customer satisfaction, and more productive sales and support teams.

Key Features to Look for in Call Routing Software

Before diving into our top picks, here are the essential features you should consider when evaluating call routing solutions:

Automatic Call Distribution (ACD): Automatically directs incoming calls to available agents based on predefined rules, ensuring efficient call handling and minimal wait times.

Interactive Voice Response (IVR): Allows callers to interact with a menu system using voice or keypad inputs to reach the appropriate department or get self-service options.

Skills-Based Routing: Matches callers with agents who have the specific expertise needed to handle their inquiry, improving first-call resolution rates.

Time-Based Routing: Routes calls differently based on business hours, holidays, or specific time periods to ensure calls are always handled appropriately.

CRM Integration: Seamlessly connects with your customer relationship management system to provide agents with caller history and context before they answer.

Call Recording and Analytics: Captures call data and provides insights into call patterns, agent performance, and customer interactions for continuous improvement.

Multi-Channel Support: Handles not just voice calls but also SMS, chat, and other communication channels from a unified platform.

Best Call Routing Software Solutions for 2025

1. Frejun

Best for: Sales teams and businesses needing comprehensive CRM integration with cloud telephony

Frejun stands out as one of the leading cloud telephony providers, delivering enterprise-grade calling capabilities without the infrastructure headaches that typically come with traditional phone systems. The platform offers an impressive suite of features that genuinely make a difference in daily operations.

Key Features:

• Intelligent Call Routing: Automatically direct calls to the right user or department every time with customizable routing rules that ensure customers connect with the most appropriate team member. 
• Auto-Dialer Functionality: A game-changer for sales teams, allowing agents to queue up multiple calls. If someone doesn’t answer, the system automatically moves to the next number, eliminating dead time and maximizing productivity. 
• Virtual and Toll-Free Numbers: Provides virtual numbers and toll-free options for businesses in India and internationally, helping establish a professional presence without traditional infrastructure costs. 
• Advanced IVR System: Ensures calls reach the right department automatically, preventing customers from bouncing between extensions trying to find help. 
• Comprehensive Analytics: Provides detailed insights into call patterns, agent performance, and customer interactions. You can see which times of day get the most calls, which campaigns drive phone inquiries, and where your team needs support. 
• Seamless CRM Integration: Integrates directly with popular platforms like HubSpot, Pipedrive, Salesforce, and Microsoft Dynamics 365. Call data flows automatically into your sales pipeline, with call recordings logged and transcripts generated without manual data entry. 
• Sticky Routing: Ensures repeat callers are connected to the same agent they previously interacted with, fostering continuity and rapport in customer relationships. 

Pricing:

• Standard Plan (India): ₹1,349 per user per month with features including click-to-call, mobile app access, call tags, and basic call routing.
• Professional Plan (India): ₹1,699 per user per month adding incoming call routing, custom greeting messages, team management, and call transfer capabilities.
• US Pricing: Starting at $14.49 per user per month (Standard) and $16.69 per user per month (Professional).
• Add-ons: Auto-dialer at $7 per user per month, AI Insights at $0.01 per minute.

Why Choose Frejun:

Frejun excels at making sales and customer support teams more productive through automation and intelligent call handling. The platform’s approach to analytics and CRM integration means your team has complete visibility into customer conversations without spending time on manual data entry. For businesses that rely heavily on phone communications as part of their sales process, Frejun provides the perfect balance of powerful features and affordable pricing.

2. Nextiva

Best for: Mid-sized to enterprise businesses seeking unified communications

Nextiva delivers a comprehensive unified communications platform that combines voice, video, team messaging, and contact center capabilities in one reliable system. Serving over 100,000 businesses, Nextiva is known for its dependability and feature-rich platform.

Key Features:

• Advanced IVR and Skill-Based Routing: Create intelligent call flows with automatic call distribution that routes customers to qualified agents based on their expertise. 
• Omnichannel Communication: Communicate with customers by phone, email, SMS, web chat, and social media from a unified dashboard. 
• AI-Powered Tools: Includes AI Agent Assist, real-time transcription, and automated call summaries to increase productivity and extract key customer insights. 
• Smart Call Routing: Direct calls based on time of day, business hours, agent availability, and custom routing rules to ensure optimal call handling. 
• 99.999% Uptime: Industry-leading reliability with high-performance data centers and HD Voice technology ensuring superior voice quality. 

Pricing:

• Essential Plan: Starting at $30 per user per month for unlimited voice and video calling.
• Power Suite Plan: $60 per user per month for advanced IVR, intelligent routing, and contact center features.

Why Choose Nextiva: Nextiva is ideal for businesses that want to consolidate their internal collaboration and customer experience on a single, highly reliable platform. The comprehensive feature set and excellent uptime make it a solid choice for teams that can’t afford communication disruptions.

3. RingCentral

Best for: Enterprise-level organizations needing scalability

RingCentral is an established name in cloud communications, offering unified communications features through its powerful RingEX platform. The solution combines voice, video, and messaging into a single ecosystem with strong integration capabilities.

Key Features:

• Multiple Routing Options: Choose from skills-based routing, priority routing, simultaneous ringing, round-robin routing, time-based routing, or list/fixed order routing. 
• Advanced Call Queue Management: Queue up to 25 calls with sequential and simultaneous routing to ring groups, custom wait times, and built-in after-call work. 
• AI Receptionist: Available as an add-on at $59/month (standalone) or $69/month (with RingEX), providing automated call answering, routing, appointment scheduling, and payment processing. 
• Comprehensive Integrations: Over 330+ integrations across 200+ companies including Salesforce, Zendesk, HubSpot, Microsoft 365, and Google Workspace. 
• Intelligent Call Routing: AI-powered routing recognizes message intent, semantics, and customer needs to provide data-driven automated routing.
  

Pricing:

• Core Plan: $20 per user per month (annual billing) or $30 monthly
• Advanced Plan: $25 per user per month (annual) or $35 monthly, includes automatic call recording and advanced monitoring
• Ultra Plan: $35 per user per month (annual) or $45 monthly with 10,000 toll-free minutes and unlimited storage

Why Choose RingCentral: RingCentral works well for larger teams that need a full communication suite and have the resources to manage its complexity. The extensive feature set and numerous integrations make it suitable for enterprises with diverse communication needs.

4. Aircall

Best for: Sales and support teams prioritizing CRM integration

Aircall is a cloud-based phone system specifically designed for sales and support teams, with a strong focus on CRM integrations and ease of use. The platform excels at providing a simple, intuitive interface while offering powerful call management capabilities.

Key Features:

• Advanced Call Routing: Customize call distribution with time-based routing, skills-based routing, and sequential routing to ensure calls reach available team members. 
• Smart IVR System: Highly customizable Interactive Voice Response system with the SmartFlow Editor for creating multi-level call flows visually. 
• Power Dialer: Automates outbound call lists to increase productivity for sales teams, reducing manual dialing work. 
• Call Monitoring Tools: Includes call whispering, call monitoring, and live analytics to help supervisors coach agents in real-time. 
• Deep CRM Integrations: Native integrations with Salesforce, HubSpot, Zendesk, and 100+ other platforms where calls are automatically logged and recordings attached to contacts. 
• Global Number Coverage: Local and toll-free numbers in over 100 countries for establishing international presence.
  

Pricing:

• Essentials Plan: $30 per user per month (3-seat minimum) with basic call management features
• Professional Plan: $50 per user per month including PowerDialer, advanced call routing, and Salesforce integration
• Custom Plan: Quote-based for enterprise-level features

Why Choose Aircall: Aircall is perfect for customer-facing teams where the phone is the primary tool. The platform’s laser focus on sales and support workflows, combined with exceptional CRM integrations, makes it a top choice for businesses that depend on seamless data flow between their phone system and other business tools.

5. Dialpad

Best for: AI-driven insights and real-time call intelligence

Dialpad offers an AI-first approach to business communications, treating voice communication as a valuable data source that can be used to coach teams and improve business strategy. The platform’s standout feature is Dialpad Ai, which works in real-time on every call.

Key Features:

• Dialpad AI: Provides live transcriptions, on-screen recommendations during calls, sentiment analysis, and post-call summaries automatically. 
• Advanced Call Routing: Includes time-based, skills-based, and simultaneous routing with a higher queue limit of 50 callers and real-time position updates. 
• Call Flip: Seamlessly transfer calls between devices during active conversations without dropping the connection. 
• Real-Time Coaching: Call whisper coaching and three-way calling capabilities for managers to support agents during customer interactions. 
• Video Conferencing: Built-in video meetings with screen sharing capabilities for up to 150 participants.
  

Pricing:

• Standard Plan: $15 per user per month including unlimited calling, real-time transcription, call routing, and video conferencing
• Pro Plan: $25 per user per month adding international SMS, QoS reporting, and richer integrations
• Enterprise Plan: Quote-based (100-user minimum) with unlimited ring groups and 100% uptime SLA

Why Choose Dialpad: Choose Dialpad if you want AI-powered insights baked into every conversation. The platform’s real-time intelligence features help teams improve performance continuously through data-driven coaching and analysis.

6. GoTo Connect

Best for: Small businesses seeking simplicity and affordability

GoTo Connect offers a straightforward business communications solution that combines voice, video, and messaging with essential call routing features at competitive pricing.

Key Features:

• Drag-and-Drop Call Flow Builder: Visual call flow editor making it easy to configure complex routing rules without technical expertise. 
• Multi-Level Auto Attendant: Professional greeting and call routing system that directs callers to departments or individuals. 
• Call Forwarding: Forward calls to any phone, mobile, landline, or computer to ensure availability regardless of location. 
• Video Conferencing: Supports up to 250 participants with webcam capabilities for up to 25 simultaneously. 
• Mobile and Desktop Apps: Unified experience across devices ensuring seamless communication.
  

Pricing:

• 14-day free trial available
• Competitive monthly pricing (contact for quotes)

Why Choose GoTo Connect: GoTo Connect is ideal for small to medium businesses that need reliable call routing without overwhelming complexity. The platform’s ease of use and affordable pricing make it accessible for teams just getting started with professional phone systems.

7. KrispCall

Best for: Small to mid-sized businesses and remote teams needing smart call routing with CRM-friendly workflows

KrispCall is a modern cloud phone system designed to help growing teams manage inbound and outbound calls efficiently. With powerful call routing, virtual numbers, and seamless CRM integrations, KrispCall enables businesses to deliver faster, more personalized customer experiences, no matter where teams are located.

Key Features:

• Intelligent Call Routing & IVR: Build custom call flows using IVR, time-based routing, and ring strategies to ensure calls reach the right agent or department without delays.

• Global Virtual Phone Numbers: Get local, mobile, and toll-free numbers across multiple countries to establish a professional presence worldwide.

• CRM & Business Tool Integrations: Native integrations with CRMs and automation tools help sync calls, contacts, and activities for smoother sales and support workflows.

• Advanced Call Management: Features like call forwarding, call recording, call monitoring, voicemail, and call analytics give teams full control and visibility.

• Remote-Ready Platform: Web app, desktop app, and mobile apps allow teams to handle business calls from anywhere with consistent call quality.
  

Pricing:

• Essential Plan: $12/user/month (billed annually)
• Standard: $32/user/month (billed annually)
• Enterprise: Custom
  

Why Choose KrispCall:
KrispCall is an excellent choice for businesses that want flexible, easy-to-configure call routing without enterprise-level complexity. Its focus on virtual numbers, CRM integrations, and remote-friendly features makes it ideal for sales, support, and distributed teams.

How to Choose the Right Call Routing Software

Selecting the best call routing software for your business comes down to understanding your specific needs and priorities:

1. Assess Your Call Volume: High-volume call centers need robust queue management and advanced distribution algorithms, while smaller teams may need simpler solutions.
2. Consider Your CRM: If you rely heavily on Salesforce, HubSpot, or another CRM, prioritize platforms with native integrations like Frejun or Aircall.
3. Evaluate Your Budget: Entry-level solutions like Dialpad start at $15/user/month, while enterprise platforms like RingCentral and Nextiva command premium pricing for advanced features.
4. Think About Scalability: Choose a platform that can grow with your business, offering tiered plans and additional features as your needs evolve.
5. Prioritize User Experience: Your team will use this software daily, so ease of use and intuitive interfaces matter. Platforms like Aircall and Frejun are known for being user-friendly.
6. Look for AI Capabilities: Modern call routing software increasingly uses AI for intelligent routing, sentiment analysis, and automated insights. Consider whether these features align with your goals.

Final Thoughts

Call routing software has evolved from basic call forwarding to sophisticated systems that use AI, analytics, and integrations to transform how businesses handle customer communications. Whether you’re a small business just establishing professional phone capabilities or an enterprise managing thousands of calls daily, the right solution can dramatically improve efficiency, customer satisfaction, and team productivity.

Frejun leads our list for its exceptional combination of intelligent call routing, comprehensive CRM integrations, and automation features that help sales and support teams work smarter. However, the best choice for your business depends on your specific requirements, budget, and existing technology stack.

Take advantage of free trials offered by most providers to test the platforms firsthand before committing. Pay attention to how easily your team can adopt the system, how well it integrates with your existing tools, and whether the call quality meets your standards.

The right call routing software isn’t just about directing calls—it’s about creating seamless customer experiences, empowering your team with the right information at the right time, and building a communication infrastructure that scales with your success.