Whether you’re looking for help managing inbound calls, outbound calls, automatic dialing, and capturing call center analytics, you need to invest in one of the top call center software programs on the market.
Since there are several options on the market, it can be difficult to choose the best call center software. And, what you end up selecting will largely depend on the needs of your call center. This article will present 118 of the top call center software programs to help you make a more informed decision.
The list is very comprehensive. But, we made it easy for you to filter it to show only the results you need.
Use the buttons below to filter the result based on their features, deployment, your OS of choice and even the support you are getting.
Show me tools with free options
- Free trial
- Free version
I want tools available in this software deployment
- Cloud / Web-Based
If Installed, show me those that are available in these platforms
Show me tools available in these mobile platforms
- Windows Mobile
Show me tools with these features
- Call Blending
- Call Logging
- Call Monitoring
- Call Recording
- Call Scripting
- Escalation Management
- Inbound Call Center
- IVR/Voice Recognition
- Manual Dialer
- Outbound Call Center
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real-time Chat
Show me tools that have support available
- Business Hours
Show me tools that offer training
- In Person
- Live Online
8×8 Communications Cloud
8×8 Communications Cloud is an intelligent and easy-to-use contact center for your call center team. It helps you take calls, make calls, record calls, manage calls, and helps with reporting and broadcasting, to name a few top features.
Aavaz Call Center Suite helps small business with their calling campaigns by making it efficient with less technological complexity. It streamlines all your processes into one platform.
Facilitated PBX, SIP Trunks, Unified Communications, Video-conferencing. Abacus Group implements private, open and crossover media communications mists. VoIP Status Appraisals.
Optimize your contact center operations with the set of features that Aceyus Intelligence provides. Top-notch reporting, contact treatment management, data collection and more. It has a solution for all of your business needs.
Advantage Dialer provides all the features needed to successfully run any campaign. Its services include a customized dialer, recording portal, avatar portal, customized reporting, inbound IVR, CRM and more.
AgentOne's Contact Center Suite provides an intelligent platform for your calls as well as emails and documents. It brings efficient communication that is platform independent and not requiring a new infrastracture.
Agile CRM is an all-in-one CRM software with telephony as one of its features. One-click calling, call scripts and voicemail automation is possible in addition to all the necessary CRM features that it already has.
Aheeva's contact center software suite is built with big businesses in mind. Its enterprise features helps these business improve their connection between their customers. That way, clients are satisfied and agents are more productive.
Trusted by thousands of users, AloTech is the world's 1st Google powered call center. It provides features like voice recording, voice analytics, predictive dialer, CRM and customized reporting.
Ameyo Call Center Software will help you power up your inbound and outbound customer interactions. The software is IP-based, flexible, and an all-in-one solution to many of your call center needs. This software will help you deliver great omni channel customer experiences.
Ansapoint is a forecasting tool that helps call centers predict how many agents they need in order to handle their call volume. It presents the analytics in reports and graphs.
$185 single user license
Arbeit Click could closely be classified Automatic Telephone Dialing System. However, it adds three layers of human intervention to evey call. It has TCPA compliance and is even recommended by TCPA defense attorneys.
Aspect Via helps you break free of call center complications with their cloud-based call center software. This software is hosted on Amazon Web Services, making it more efficient all while reducing challenges related to typical call center technology.
astTECS call center dialer can manage to dial thousands of phone numbers every day. It is also a complete call center solution that provides visibility and control over the whole performance of the business.
AuguTech is a predictive dialing software that offers help with lead-tracking, call logging, campaign monitoring, call tracking, and has an easy-to-use administrative interface. This software is a great way to improve productivity around the call center.
Avtex transforms your contact center to one that is capable of giving customers the quality interaction they deserve, making it a true customer engagement hub for your business. They also offer assessment to help you create an actionable plan to transform your contact center in the future.
With telephony completely intergrated into Bitrix24, you can call any mobile phone or landline domestically or internationally. No need for any special IP-telephony equipment.
$1.98 per user per month for the standard Cloud based package (up to 50 users only).
Branch Messenger helps you increase productivity in your call center by eliminating the time it takes to reach employees, offer track shift worker performance insights at the click of a button, and improve employee engagement across the board.
This software takes 10 years of experience and is now new and improved. It helps with productivity by allowing you to make voice and video calls over IP, and see if your contacts are available and send them messages in Outlook.
Bright Pattern is another cloud-based contact center software that will help you grow your business through improved productivity. They offer a fully-featured software that includes detailed reporting, management tools, CRM integrations, and a broad list of awesome features.
C-Zentrix Contact Center has created a solution tthat is easy to integration with third party databases and CRMs. They also help improve the relationship of businesses and customers by leveraging customer data.
Calabrio ONE is a unified workforce optimization (WFO) software suite. They help with quality management, call recording, workforce management, and voice-of-the-customer (VOC) analytics.
Call Center Hosting
Call Center Hosting cloud-based call-center setup solutions provide virtual call center, voice broadcasting, virtual number, auto dialer and toll free number. Helps convert leads to customer with predictive dialer that automates outbound calls.
Call SWEET! allows supervisors see each specialist's phone activity in their work areas. It helps build speaking perceivability, as well as spares administrators time and vitality. The widgets show fresh, color-coded charts that keeps businesses updated on key measurements making easy for changes to be made rapidly. Managers can queue alerts that can alert clients by email, screen pop and perceptible alert. Notifications can be selected on alternative or all three.
Call2kitchen is a VoIP Call Center system that enables restaurant chains to enhance phone-in, takeout and delivery sales from a centralized location. The product integrates with some of the most important POS Systems, like Oracle-Micros, NCR-Aloha, and PAR-Pixelpoint, placing the order directly to the kitchen, avoiding double entry.
CallFire offers text and calling solutions that help businesses reach more customers. CallFire provides user-friendly, intuitive voice and text connectivity products to both smll and mid-size businesses. Products they offer include high-availability systems, intuitive user interfaces, furious developer support, and customer care.
CallHub is a cloud telephony company offering an outbound call center solution with four automated dialers. The product suite also includes peer to peer texting, text message marketing and voice broadcasting software to meet every marketing promotion and sales use case. You can add unlimited agent accounts at zero additional cost.
Pay as you go
CallMiner Eureka's strength is in its Artificial Intelligence and Machine Learning technology which helps businesses analyze customer interaction and create actionable steps for improvement.
$0.85 / Agent audio hour
CALLN provides cloud-based VOIP call recording solution with features such as analytics, compliance, and improved employee performance. It’s quick to install, competitively priced and works on almost all VoIP telephony platforms.
CallScripter Synergy offers the necessary features to Call Centers in order to help them meet their exact business requirements.CallScripter is an easy to use graphical editor, which helps specialists build scripts quickly and easily, deploying campaigns faster.
It also enables businesses to integrate with the telephony and back office applications seamlessly. It reduces Agent AHT and shortens training time while increasing 1st Call Resolutions and Sales Conversions. Available in the cloud or installed on premise, licenses to rent or purchase and the option to flex up and down according to demand.
CallShaper helps with increased agent efficiency, measuring performance, and hosts everything in the cloud. They provide reporting tools, campaign management tools, integrations, and stellar supervisor applications that all help improve call center procedures.
CallTaker is an affordable, sophisticated cloud based business management system that connects and services businesses and customers more efficiently. CallTaker logs calls, creates requests, assigns tasks, runs reports, dispatches technicians.
Calltools helps you boost your team’s productivity by providing access to their high speed predictive dialer. Not to mention, this technology integrates with several other product and client management systems like Salesforce, Infusionsoft, Zoho, HubSpot, and more.
Car Wars provides services that help track, record, and review inbound and outbound calls helping businesses assess what happens on every call at the dealership. The platform provides insight into how every call is handled, alerts dealers when a missed opportunity needs attention and helps stores improve phone performance.
Centcom is a state of the art technology predictive dialer solution that is easy to implement and boasts a 99.7% uptime reliability.
ChaseData is a hosted and predictive dialer software. One of the best things about ChaseData is the ability to start small and scale as your company grows. You can also rest assured your software is secure with ChaseData.
ClarityTel is an advanced call center phone system that can be customized for your business. This software is based in the cloud and helps with call recording, queue management, and offers the ability to pre-record messages for customers.
Envision's Click2Coach solution helps with the training of the agents in your business. They use real customer interaction scenarios to help develop your agents to effectively handle calls as well as providing ongoing coaching to make them highly engaged.
ClientCallPlus is a simple automated multi communication solution with features that include appointment reminders, payment reminders and courtesy calls by sending out texts, calls and or emails. Messages are customizable and multi languages are offered.
$150.00/month with no contract
CloudCall provides the leading software and telecommunications solution which helps business enhance their communications. By integrating phone communications directly into your CRM, CloudCall optimizes businesss relationships with its candidates and clients, while maximizing the power of the CRM system. Call functionality and data is now easily accessible from one system which offers businesses greater visibility that leads to increased productivity and reduced manual errors.
Connect First will help you maximize the efforts of your call center by giving you the tools you need to support your customers. You can count on their granular administration, robust reporting tools, and organized agent dashboard.
Contivio takes your CRM and extends its functionality to make it a complete contact center solution with features like blended inbound and outbound communication, live chat, power dialer, sms broadcast, reporting and more.
CrazyCall is the perfect software to help you simplify your inside sales and customer service practices. The software includes both a manager panel and a call panel to give you insights into how your campaigns and agents are performing.
The name CXM comes from the words Customer Experience Management which is what they stand for. It is a low cost and easy to use solution with a really good maintenance program.
CyTrack Customer Experience technology integrates into your telephone systems, CRM and database, allowing you to respond immediately and professionally to customers across a broad range of channels. Businesses can now connect customers to the right person, provide them with accurate information and imrpove overall customer experience and your business.
Dialer360 provides cloud call center software solution with Predictive Diabler, CRM, Web Phone, Voice, SMS broadcasting, Hosted Phone system, and Voip. Dialer360 products are cost effective and beneficial for any call center business. Popular integrations are with Salesforce, Pipedrive, Zendesk, Vtiger and Zoho, Microsoft Dynamics, and etc.
Dialfire transforms your browser into a complete outbound call center solution. No need to install anything. You can even start your campaign in just 3 minutes.
DialMyCalls lets you quickly send phone calls, text messages and emails to thousands of people. It is completely web-based so you won't need to install any additional software or hardware.
DialogTech offers industry-leading call tracking with AI-powered conversation analytics. DialogTech helps businesses drive growth by making calls as measurable and optimizable as clicks. It can integrate calls with martech stack which can optimize for the entire customer journey by passing call data to the CRM, digital marketing tools, and ad platforms.
Dixa is cloud-based customer service software that allows businesses to deliver real-time support on phone, email, chat and messenger from one system. Built for call centers, contact centers and inbound customer service, Dixa provides quality VoIP with local rates around the world and the ability to scale up or down at no additional cost. Dixa is easy to use and accessible from anywhere with an internet connection, giving teams the ability to work remotely.
Features include: ACD, IVR, Customer Recognition, Queues, Callback, Call Recording, Skill-based Routing, Opening Hours, Real-time & Historical Performance Stats and much more.
Call center solution includes features such as campaign management, predictive dialer, and appointment scheduling. It is an easy online solution for complete management of incoming and outgoing calls.
EducationFolder is a multi-functional business tool that helps with training, coaching, quality assurance, rewards, and recognition, task management, employee management, and, of course, communications. If you are looking for a tool that is even more than a communication tool, EducationFolder is a good place to start.
eTollFree helps your customer service and sales agents make more calls per hour with their high-speed predictive dialer. They have several features and are affordable all while integrating with top CRM and task management systems.
Exelysis provides a one-stop solution reducing your company costs and increasing productivity. Exelysis is a communications software that handles inbound and outbound traffic and provides real-time monitoring, statistics of activity, and functionality for software integration.
Fenero provides cloud contact center with free software solution to manage their business. Fenero supports ACD, IVR, outbound dialing (manual, preview, predictive), chat, email, and more.
Five9 Call Center Software helps agents become 300% more productive on the phone, so they can sale more and serve better. Five9 offers help with inbound, outbound, multichannel, collections, customer service, sales and marketing, outsourcing, and more.
$60 / year
Freshcaller is a hassle free call center software that is geared more towards startups and small teams. You do not need to install any hardware. It is easy to setup, customizable and also provide real-time insights.
Genesis Dialer is a predictive dialer system that is completely web based and easy to use. It provides the lowest cost method to reach a high number of customers. It provides unlimited scalability and it has the ability to run multiple campaigns.
Gladly is a customer support platform that focuses on making customers number one. They offer a cloud voice platform and IVR and integrations, email, chat, SMS and MMS, and social interaction help.
Happyfox is both a customer support software and a practical help desk. If you are looking for a product with a comprehensive support ticket system, then Happyfox may be a great fit for your company.
HoduCC is a FreeSWITCH based call center product, which offers contact center software solutions suited to all the call centers. As a VoIP call center software provider, HoduSoft FreeSWITCH based call center product provides intelligent, quick and secure contact center solutions. HoduCC is designed to ensure user loyalty is built and customer expectations are exceeded.
ICTBroadcast is an all-in-one unified platform for communication allowing the broadcasting of SMS, fax, email and voice. It can blast thousands of simultaneous calls and it also offers smart auto dialer capabilities.
IFS-mplsystems provides true omni-channel customer service with the combination of its contact center technology and CRM that can be configured on any agent desktop.
inConcert Allegro Contact Center provides an all-in-one, completely customizable solution that can run in the cloud or at your data center.
InGenius easily adapts to unique contact center needs with advanced computer telephony integration (CTI). As a CTI innovator, InGenius connects existing telephone systems into leading CRMs with maximum flexibility, for world-class customer experiences. Backed by reliable expertise and superior customer care, InGenius increases productivity and customer satisfaction through features like screen pop, click-to-dial, automated call logging and enhanced call reports.
Intellicon is an intelligent contact center platform for Omni-Channel, Inbound, Outbound and Blended Call Center requirements. It has valuable set of features and functionalities to make your business easy. Intellicon can be installed on-Premise or on Cloud platform. Intellicon offers Rental and Perpetual licensing models to best match your financial plan.
InterDialog UCCS, Unified Contact Center Suite from Teckinfo is a highly reliable and robust call center solution for both inbound, outbound and blended contact centers.
InTheChat is an omnichannel digital engagement solution. This tool helps connect customers with you via SMS texting, live chat, social media, messengers, chatbots, and more. It’s a great resource if you’re looking to improve customer and customer support agent interactions.
IpSCAPE offers software for contact centres of typically less than 100 seats. IpSCAPE allows businesses to break free from traditional, old world approaches to call centre technology with a simple and clever pay-as-you-use solution combining voice and software to suit any business model.
Kunnect is an affordable predictive dialer system that also provides CRM scripting. It does not only cater to call centers but also agents at home.
LiveAgent is a call center software built into your help desk. It connects with your VoIP provider, lets you receive calls from your website, allows for unlimited internal calls, and helps you connect with customers via outbound call or a follow-up call.
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls.
Megadialer offers functionality to any business large or small.
They don't have a seat charge and campaigns can be tailored to your needs with the possibility of integrating with Email, SMS and Google Calendar platforms. Administrators can keep a close eye on agents, see analytics together with talk time, current state and even listen to live calls for training and quality purposes.
Megadialer offers the option to display multiple CLI´s, receive incoming calls as well as transfer calls to external parties. Increase productivity with simple yet effective wallboards!
Mitel provides an enterprise-grade, omnichannel customer experience management platform through MiContact Center. Customers can interact with your business using their preferred device and media.
Monet is the global provider of workforce optimization software solutions for contact centers and help desks. Monet's cloud-based solution, Monet WFO, is a cloud-based call center optimization software solution, which includes workforce management, call recording, quality assurance and performance management. Contact centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software.
Nectar Desk is one of the most affordable and efficient cloud-based call center software which can easily satisfy your business needs. With Nectar Desk, you can make and take calls using your computer, desk phone or cell phone, work with user-friendly Messaging, Ticketing, Chatting systems, have full access to Reporting and Analytics and many other effective features.
Basic Voice - 29$ per month per agent
Multi-Channel - 49$ per month per agent
Unlimited -99$ per month per agent
NexInteractive is built on HTML5 and WebRTC standards to allow for versatility and awesome audio quality. It’s cloud-based, so you can access it from any device. They also offer dynamic scripting to help your agents land more deals.
This is a cloud call center reporting software that tracks KPI's and gives status reporting to improve the performance and productivity of your agents, supervisors and managers. Reporting data can be accessed in real time anywhere with an Internet connection.
NICE inContact is another cloud-based call center software that helps improve customer service with their universal routing queue, top-of-the-line workforce optimization suite, personal connection dialer, and automation tools.
Nixxis Contact Suite is a cloud-based call center software that helps manage all channels including voice, mail, chat, sms, fax or social media. Nixxis offers predictive dialer, IVR, recorder, blending and reporting.
Noble Systems solution sute offers inbound, outbound and blended communications, strategy planning, resource management, and compliance tools for companies of all sizes. Noble systems is the leader in customer contact technology. They provide contact centers worldwide with unified solutions that improve performance and drive new levels of productivity and efficiency.
Noda Contact Center
Noda Contact Center’s all-in-one call center software offers all the features you need to keep your call center up and running productively. This includes omni-channel, quality management, IP PBX, WFM, IVR, call recording, agent scripting, outbound calling, and more.
Oracle Contact Center Anywhere is a highly-scalable contact center solution that helps you communicate more easily with your customers. It offers help with queueing, routing traditional phone calls, and help with reaching fax, email, and other connected means of communication.
OXON takes away the burden of communicating with customers using different channels across different departments. It manages all business communications in one place so you will be able to interact and track your customers' lifecycle efficiently .
Parakeet is a fine phone software that with empower your customer support team with the tools they need to succeed. It works well for large teams, it has several top software integrations, and you can run it across all devices.
PBXMate complements whatever conferencing or VoIP solutions your business has as it focuses on improving and cleaning the quality of your calls without the need for changing any of your hardware. PBXMate has and advanced noise reduction and a server-side echo cancellation technology. And, it also monitors call quality in real-time.
PhoneBurner is guaranteed to increase your outbound sales in just 15 minutes. They offer dialing speeds of up to 4 times faster than before, eliminate pause dialing to decrease hang-ups, and it only takes 15 minutes to set up the software from any phone or computer.
PIMS Dialer Software
PIMS Dialer Software uses an algorithm that is designed to only deliver live calls to your agents. Additionally, it helps you automate mass communications, saving your firm time. The pricing is affordable and the technology is strong.
Power Dialer CRM
Power Dialer CRM combines both telephony and CRM in one subscription-based auto dialer. It bypasses busy signals, answering machines and no-answers so each agent can be more productive and spend more time selling.
Primo Dialler is one of the most sought after dialler solution companies in the UK. It has a fully integrated call center software with top notch predictive dialing technology.
ProcedureFlow helps employees follow company processes more easily, and reduces training and mentoring by anywhere from 50% to 90%. This is a cloud-based knowledgement software that will improve efficiency across the board.
PureCloud by Genesys
PureCloud by Genesys is an all-in-one call center software that helps small and midsize businesses thrive. It gives employees a 360 degree view of the customer. It also helps businesses deliver excellent customer service experience over the phone, via email, over chat, and via social media.
Loway is leading the way in the development of advanced software solutions for the Asterisk PBX, which sets up modern standards for call center performance measurement. QueueMetrics is a highly scalable monitoring and reporting suite for Asterisk PBX call-center.
Rescue by LogMeIn makes remote support easy by offering quick connectivity, secure sessions, multi-platform support, and full-service support. They also offer a free 2-week trial if you want to give it a whirl before committing.
Ricochet has one major goal: help you dial and manage leads faster. They provide a cloud phone system and dialer, a lead management system and CRM, inbound call tracking and IVR, and a marketing automation platform.
RingCentral touts their ability to help you drive more sales with the help of their robust contact center. The software is easy to use, reliable, and consistent. That’s why over 350,000 businesses already use RingCentral as their call center software.
Salesexec is an all-in-one solution that acts as an automatic dialer, business phone service, lead management tool, instant lead responder, and helps with automated email marketing.
Sharpen is the agent-first contact center platform. They work to help you create happier agents and customers by eliminating problems caused by lack of good technology. Sharpen offers sales acceleration, unified communications, and a contact center.
Sip2Dial call center solution allows for workforce optimization, mobile marketing, proactive costumer communications, and more. The company offers best IVR system architecture and VOIP calling software that are predominant in quality and are reliable for utilizing.
SmartAction provides conversational AI agents that integrates with IVR and contact center platforms. Mixing the AI and live agents automates voice, chat and text conversations and makes everything fast and cost effective.
Smiddle provides a number of solutions to optimize and improve the performance of contact centers. From recording to scripting and callbacks, this tools is the solution partner of many big companies like Cisco.
Solgari provides an integrated omni-channel communications with its cloud software service. It caters to all business communication channels like voice, video, chat and SMS while making sure that all recording and archiving of communications comply with all the necessary security policies.
StataPile is an artificial intelligence platform that analyzes every phone call to determine how well agents follow procedures. The system monitors the results of calls and automatically provides feedback/reporting to the agent and management. StataPile integrates with CRM software and redacts sensitive information as needed.
Streams provides solutions for call centers by delivering world-class inbound and outbound contact center capability wherever your agents are located. It can support multiple call queues even with sophisticated routing algorithms.
T-Max is an inbound and outbound CRM hosted dialer. It’s easy to use, high-speed, and provides customizable features like caller ID, agent scripts, call recording, and more.
Talkdesk‘s intelligent contact center helps you increase agent efficiency, boosts customer satisfaction, and integrates with your CRM. They also provide an awesome knowledge base with information to help keep you current on new tools with their AppConnect platform. This helps considering they already have 40+ tools and are innovating every day.
TeleBroad ACD Panel
This tool provides an automatic call distribution platform for your call center. It helps you control, manage and analyze the calls so you can take the necessary action to stay efficient or resolve any issues.
Toky is a full-featured cloud telephony solution designed for the small and medium business that allows businesses to connect customers from the website, Facebook page or calling the hotline, to a centralized platform where businesses can handle voice calls and make outbound calls. It also allows businesses to send SMS for sales and customer support easily at an affordable price. Integrations with CRM and collaboration tools are also available to help businesses enhance processes.
VanillaSoft is one of the top outbound call center softwares for inside sales teams. It’s web-based, so you don’t have to install anything, it will increase your auto-dialing times, and offers intelligent call recording as needed.
Verascape offers chatbot and conversational speech services across all communication channels. This AI technology delivers intelligent, reliable, and on-demand support at a reasonable price.
VICIdial is one of the most popular open-source contact center solutions in the world. They offer help with inbound calls, outbound calls, email, and customer website chat.
Voicent provides a number of solutions to help businesses achieve peak performance and efficiency. This includes call center tools, voice broadcasters, predictive dialers, a CRM, business process automation and more.
Vonage Business is one of the top providers of VoIP systems. It is packed with over 40 features that will help you improve your customer and employee processes and services. Not to mention, it’s much more affordable than what you might imagine for a top VoIP system.
XCally is another omni-channel contact center software that helps you with all of your customer communication needs including voice, chat, email, SMS, fax, and custom channels. Their program helps you with other important tasks including contact management, API open channels, real time monitoring, analytics and reporting. They also provide an agent softphone, custom dashboards, an auto dialer, IVR system, and installation and licensing.
Standard customization - integrate with 3-5 systems: $10,000
XenCALL is a hassle-free, all-in-one VoIP predictive dialer as well as a CRM. That means you can hit two birds with one software stone. Having everything in one location offers convenience that is often unmatched. You can request a free demo here.
This is a total omni channel contact center solution. But, it differentiates itself with the fact that the tool is boosted by Artificial Intelligence and you only pay for it when you use it.
Zent.io has all the essentials of an omnichannel contact center software. But, it emphasizes the fact that is is designed for outsourcers or companies that outsource their customer care.
Zingtree provides an easy way to create and deploy custom scripts that your agents can use in their web browser. It also has the ability to track individual agents so you will know who are performing well.
$12.00 per user/month
Zoho Desk is a call center tool that helps agents work more productively, managers lead more effectively, and customers get help in a timely fashion. It provides a call center software, a ticketing system, social support software, and more features that will help you stay on task in your call center.
Voiptime Cloud provides professional cold calling & call center solutions.
Connect with your customers across all communication channels (voice, web chat, SMS, email) and control all customer interactions with Voiptime Cloud contact center platform. Also, try the fastest predictive dialer with built-in CRM if you focus mostly on outbound calling.