Channels At a Glance
Channels (formerly known as CrazyCall) is on our list of the best call center software of 2024. The free version allows you to receive up to 250 customer web calls along with the ability to manage the customer data collected from these calls.
The paid plans are suited for people who want a more robust system to manage their customer outreach and support through an actual phone number customers can call, customer recognition and IVR, which is the ability to route customers to a specific agent based on a response they make on a dial pad.
Here is how the monthly fees for Channels break down based on the subscription tier:
- Free: $0; includes three users and 250 web calls
- Plus: $29 per month or $24 per month paid annually; includes three users―$8 for each extra user―and 5,000 web calls
- Advanced: $75 per month or $62 per month paid annually; includes five users―$16 for each extra user―and unlimited web calls
As long as web calls are sufficient for your business’s customer support setup and you do not have several hundreds of callers, the free version may be sufficient. The service allows you to set up working hours and a personalized greeting if someone reaches you during off-hours, along with a welcome message that customers will hear each time they call. The free version comes with one week of call recordings storage and call history. You can also add custom notes, handle calls through an app, use contact tags, accept voicemail and integrate with software like Shopify, HubSpot and Zendesk.
The free version is only available for up to three users per account and can receive incoming calls but cannot make outbound calls. Additionally, account holders are subject to pay a fee for incoming calls. You can check the call rates on the Channels website, but calls to the United States, for example, cost 2 cents per minute.
The Plus plan is best suited for a business owner who wants more than three users on the plan and the ability to receive calls. You’ll be able to add an additional user for $10 per month, or $8 per month when paid annually. The Plus plan allows you to make up to 5,000 calls and incoming calls are free.
IVR is also part of the Plus plan, which is a popular feature for call center software that will automatically route a customer’s call based on their selection of the specific help they need. Displaying important information about a customer when a call comes in and communication through short message service (SMS) are two other features that come with this plan.
Finally, the Advanced plan is meant for larger businesses. In addition to five users, you will be able to make unlimited calls and have unlimited minutes to the U.S. and Canada. This plan also enables managers to listen in on a call in real-time, for training and supervision purposes.
Other Benefits
Channels is more transparent about pricing than many of the other call center software on the market, many of which require a consultation for a quote.
The Advanced plan comes with unlimited outgoing calls to the U.S. and Canada while calls made on the Plus plan are changed by the minute. Incoming calls on both plans are free.
All plans, including the free version, come with a one-on-one onboarding session with one of Channels’ agents.
Fine Print
When using the free version, you will not be able to make and receive calls with a phone number. Instead, you’ll be able to receive calls through WebCall, a feature that embeds a calling bubble on your website, and which customers can use to call you directly.
How Channels Stacks Up
There tends to be a learning curve involved with setting up a call center software, so it’s a good idea to research options before committing. We’ve compared some of Channels’ main features with those of its competitors.
Channels offers by far the most affordable service at $62 per month when paid annually. RingCentral Contact Center and Five9 charge more than double the cost, but also come with features that make them more suitable for larger businesses. For example, Channels does not offer AI assistance while both RingCentral and Five9 do.
Channels is the only option to offer a free version. Although the features are limited, the free tier is a good way to test out the software and see if call center software is something your business will benefit from. Channels also offers a seven-day free trial for its paid subscription and does not require you to provide a credit card number.
On our list of the best call center software of 2024, RingCentral scored the highest while Channels and Five9 tied for third overall. However, each software is best suited for particular needs. Channels scored best for outbound calling, Five9 ranked best for automatic call routing and RingCentral ranked best overall.
Is Channels Right for You or Your Business?
Channels could be a great choice for small business owners who want to test out a call center software before committing. You can always upgrade to the Plus tier, which is offered at a competitive price.
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Frequently Asked Questions (FAQs)
Does Channels offer a free trial?
Yes. Channels comes with a free version, which you can use indefinitely. However, you’ll also be able to try the higher tier paid subscription for free for one week, included with a phone number, and without the need to put down a credit card number.
Can I use my own phone number with Channels?
Yes. Channels will provide an additional number for you when you sign up for the paid subscription tier. If you prefer to use your own phone number you can easily add it to your account.
What are some features that call center software should have?
The features you want to look for in call center software include offering multiple communication channels (omnichannel), some form of call routing (whether automated or customer-driven), customer relationship management (CRM) integration, cloud-based calling, multiple reporting metrics, interactive voice response (IVR) feature, call scripting and an escalation management process.
Which software is best for a call center?
The best call center software will depend on the features and functionalities you need. For example, many business owners may prefer software that comes with IVR, a feature that automates responses over the phone based on customer input. For further research, check out our guide to the best call center software of 2024.
