6 Call Center Automation Tools Driving Efficiency and Scale in 2025

"Scale without automation doesn’t exist,” says Convoso CEO and Co-founder Nima Hakimi. 

It’s a thought that neatly sums up why the trend towards call center automation continues in 2025. Because without automating their operations, sales and lead generation teams will struggle to deliver the efficiency, growth, and ultimately, scale they need to thrive in today’s competitive landscape.

In this article, we look at six top automation tools delivering greater efficiency at successful call centers. We hope this overview shows you how to take your contact center to the next level by understanding automations that can improve efficiency and profitability.

This trend article is part of the series, “Contact Center Trends,” helping you stay current with issues, technologies, best practices, and strategies that impact your business. Our aim is to provide tools and guidance that will improve productivity, efficiency, and sustainable profitability for your sales and lead generation team.

Contact center automation is remaking our industry

The drive to automate aspects of call center operations, sales processes, and service delivery is nothing new. Business leaders have long recognized automation’s central role in driving impactful increases in efficiency, productivity, and profit.

As Mike Francik, Co-founder of TruAlliant, a large BPO call center, describes, “With a call center of our size, if we're having to constantly [manually] manage systems, we'd be going crazy. You’ve got to have automation and be efficient, otherwise things break.”

And with the era of AI (and a “Fourth Industrial Revolution”) upon us, automation-focused initiatives have become an even greater focus for many businesses.

In fact, Gartner projected that the rate of automation present in contact center agent interactions will increase by 5 times, and a rate of 1 in 10 interactions by 2026, compared to only 1.8% of interactions back in 2022. 

Top contact center automation tools for 2025

1. Call center autodialers

Autodialer software is the foundation of automated, efficient call center operations. By automatically placing calls from a database of contacts, agents are continuously connected with more prospects or customers.

Automated dialing solutions are supported by multiple built in automation features that help to optimize call center campaigns, lists, and leads. There are automation tools that improve the rate of contact, agent performance, and adherence to regulatory compliance. 

2. AI-powered quality assurance (QA) tools

Quality assurance is the process of auditing operations and services to ensure they meet company standards. Incorporating strong QA is crucial to running a successful call center. 

From dialing tactics and dispositions, to agent conversations and compliance, a high-volume call center is a mind-bogglingly complex operation to keep track of. Keeping tabs on it all can be quite tedious for QA teams, and close to impossible for some call centers.

But automation has revolutionized both the how and the how much of QA.

Heather Griffin, a 20+ year call center consultant, underscores the impact AI had on operations she led: “It used to take me 30 QA people to QA my 1000-seat call center, and now [an automated] system is doing it.”

Conversational AI adds scale and precision to QA processes

Today, LLMs and conversational AI can record, process, and understand human language in real time. Contact centers are using the latest AI based QA tools to analyze all conversations in their call centers.

These automation tools quickly identify positive and negative trends within these conversations and deliver insights that streamline agent coaching and feedback.

Managers dedicated to QA can now take in the full breadth of activity at their sales or service operations and unlock granularity with ease. Agents meanwhile can improve and learn as they go with AI coaching that guides conversations as they’re happening to offer suggestions not only on what to say, but with more advanced tools, to analyze sentiment and make suggestions about tone. Agents can also review calls in retrospect with AI analysis.

As Balto CEO Marc Bernstein covered in a webinar, call center employees can ask questions of their AI systems using natural language and rapidly identify data points and insights.

Instead of sifting through mountains of data and transcripts, trying out differently layered filters in order to come up with actionable information, they can simply type into a search bar “Show me all of my calls where…” and then add a specific example: –where a rebuttal failed –where a disclosure was missed –where an introduction's tone was off. In return, the AI will deliver complete results, and include a succinct summary of feedback to save yet more time (and money).

3. Intelligent, skills-based routing

Every outbound call center manager knows that each of their agents has different skills. However, many dialers don’t necessarily let them play to these different strengths. Intelligent, skills-based routing capabilities change that.

Managers can define agent skills, like language proficiency, specific product knowledge or licensing, or even top closers. Then, using information from their CRM record, the dialer will automatically route leads to the agent best qualified to handle the interaction.

Amanda Allen, Dialer Manager at Supreme Health Options, highlights the critical role skill routing plays in protecting high-value leads:

"I have a lot of the accounts set up on a skill routing type campaign, and that's one of the things that I really, really like. If I have somebody that's training and has no idea what they're doing, I don't want them calling a lead that's $40. So with the skill routing, I put them on cheaper data or older data."

Meanwhile, for businesses whose agents are dialing into multiple states, smart routing can ensure that customers are only routed to agents who have the licensure required to remain compliant.

All told, skills-based routing can support improved compliance and performance, helping ensure that the right leads find their way to the right agents. And as sales expert and consultant Jason Cutter puts it, you can make sure that you drive maximum momentum in your sales process:

"When certain reps are doing well, you want to keep feeding that hot hand. You need to make sure you have the technology in place to do that."

4. Workflow automation

In outbound sales, timing is everything. If you’re targeting a high volume of leads you need to make sure you’re dialing the right leads at the right time. And, importantly, that you’re not losing leads down a rabbit hole when no contact is made. With workflow automation software, you can develop a customized approach to lead follow-up and lead recycling. 

Workflow automation can be set up to incorporate a custom cadence of channel outreach including calls, texts, emails, voicemail drops, and conversational AI that work in tandem to increase the chances of contact and conversion. 

Convoso customer Gabe Bletnitsky, CEO & Founder of Call Trader, has seen the benefits of workflow automation in action: "The automation has really removed a lot of the manual interventions that we've had to do in our previous dialers. We're able to customize exactly how we want the leads to be contacted, how frequently, and then rested when they need to be."

Best of all, with behavior-based rules, the automated schedule can respond whenever customers take further action as they move through the sales funnel.

According to Convoso CEO Nima Hakimi, a dialer with workflow automation can make all the difference, offering the ability to tailor different approaches to leads from different quality sources. “With high-intent leads vs. low-intent leads, you’re going to have different strategies around them,” he says. “Your dialer should have the capability to automate that process.”

5. Reporting and analytics

Advances in reporting and call center analytics mean that call center decision-makers can get the information that they need right at their fingertips and in real time to make the most of every campaign. With automated reporting, gone are the days of sifting through seemingly endless spreadsheets and making manual calculations—only to find out that negative impacts to ROI have been made.

As Brian Spurgeon, former Director of Call Centers at Long Home Products told us, Convoso’s robust reporting tools help him identify critical changes in performance at the speed they need:

“I love the reporting – how quickly we can get to information about our lead aggregators, what statuses those leads are in, how quickly we're calling those leads. And how much of the raw data we're getting is coming in by different markets and products. I can get that in seconds with Convoso. It's easy to pull, it's easy to look at, and it's easy to put into a spreadsheet and send it out.”

6. Intelligent virtual agent software

Advances in natural language processing and conversational AI have made the intelligent virtual agent (IVA) an increasingly essential automation for call centers and will grow in application in 2025.

IVA solutions like Voso.ai from Convoso can serve as an extension of your staff of live agents, handling voice- and text-based conversations with remarkable, life-like fluency. By interpreting the intent of customers’ voice or text messages, the best IVAs available today can respond effortlessly to deliver excellent service, answer questions, provide information, or accelerate a sale.

In 2025, this essential call center automation tool can help call centers nurture leads and increase call backs. Conversational AI offers 24/7 availability, serving as an answering service or appointment setter based on the needs of an operation. Ultimately, it will help teams greatly increase their capacity and hold many times more quality conversations with their customers, in the channels of their choice.

What call center automation can deliver to your business

We began this article to contact center automation in 2025 with one crucial word: scale.

Each of the call center automation tools we’ve discussed above has the potential to deliver increased scale to your call center. At the heart of this potential, however, is improved efficiency. More precisely, efficiency in three key areas: for your leads, agents, and managers.

“When world-class call centers do things well, it’s when they’re efficient in all three of these areas,” says Hakimi.