How to choose a CRM for a contact center: comparing popular solutions

A step-by-step analysis of the criteria and best systems for call centers in 2025.

Introduction
CRM is the heart of a modern contact center.
Without it, it is impossible to control requests, analyze the work of operators, and provide stable service.
But the market is huge — how do you choose the right one?

Criteria for choosing a CRM for a contact center
1. Integration with telephony
The system must support:

• incoming and outgoing calls
• call recording
• customer card during a call
• IVR

2. Chat support
The best CRMs work with all channels:

• Instagram
• WhatsApp
• Telegram
• website
• Facebook

3. Flexible analytics
Required:

• operator statistics
• response speed
• conversion
• reports
• quality assessments

4. Automation (bots, scripts)
CRM should support:

• auto-replies
• robots
• funnels
• triggers

5. User-friendly interface

• Operators work in CRM for 8 hours.
• It should be fast, simple, and easy to understand.

Comparison of popular CRMs (brief overview)
Bitrix24
✔ telephony
✔ chats
✔ tasks
✔ automation
✖ complex interface

Mango Office + Power CRM
✔ ideal for call centers
✔ excellent telephony
✔ stability
✖ less flexibility in marketing

Zoho Desk
✔ convenient support
✔ reports
✖ fewer integrations for the CIS

UIS + CRM
✔ powerful telephony
✔ support for different channels
✔ analytics
✖ outdated interface

Conclusion
The best CRM for a contact center is one that:
integrates with your channels
provides analytics
helps speed up responses
is convenient for operators
automates routine tasks