Call forwarding software

Just because an agent isn’t at their desk doesn’t mean you have to leave your customers hanging. Whether a support agent is out in the field, grabbing lunch, or running to the break room for a fresh cup of coffee, the best call forwarding service makes it easy to forward calls so teams can provide great support from anywhere.

Call forwarding helps you manage calls and streamline customer phone support, making it a crucial feature needed by call center teams of all sizes. Read on to learn about eight call forwarding software options and how to try the best one for free.

More in this guide:

• What is a call forwarding service, and how does it work?
• Who needs call forwarding software?
• Features of call forwarding software
• How to set up call forwarding
• The 8 best call forwarding software
• How to choose the best call forwarding software
• Frequently asked questions
• Try the Zendesk call forwarding software for free

A call forwarding service is a phone system feature that automatically redirects incoming calls to another phone number or device, ensuring that calls are answered promptly, even if the intended recipient is unavailable. Call forwarding services can also redirect calls at certain times or days to specific locations to consolidate service providers or establish a local presence.

The software often includes customizable forwarding rules, voicemail options, intelligent call routing, and call analytics. It helps improve the customer experience (CX) by reducing missed calls and ensuring seamless communication.

Call forwarding software is essential for businesses of all sizes, especially small businesses, entrepreneurs, and remote teams, who need to maintain a professional image and ensure seamless communication with their customers for increased customer loyalty.

Distributed or remote teams benefit from the centralized communication and unified point of contact that a call forwarding solution offers. Companies looking to separate personal and work lines or project a larger, more established presence also find call forwarding software beneficial.

No call forwarding software is complete without these must-have features.

• AI and automation: The best call forwarding software, like Zendesk, infuses intelligence into everyday operations for more efficiency and better service. Zendesk AI is pre-trained on billions of real CX interactions, so it has out-of-the-box autonomous functionality that provides exceptional, personalized

  customer experience from day one. AI agents help deliver that top-notch personalization autonomously at scale without sacrificing service quality.

• Interactive voice response (IVR): Our IVR systems enhance efficiency and reduce wait times by providing recorded responses to FAQs, scheduling callbacks, and allowing callers to switch from a live call to a text message. Based on their responses to automated prompts, customers are automatically routed to the department or agent best suited to handle the request.
• Third-party apps and integrations: Our

  call center software is open and flexible, offering more than 1,800 no-code integrations available in the Zendesk Marketplace. These integrations allow call center teams to customize the solution to meet their unique needs effortlessly.

• Unified agent workspace: The Zendesk omnichannel Agent Workspace empowers agents to ditch the juggling act. They can handle calls, voicemails, and texts in the same space where they manage emails, chat, and social messaging, boosting efficiency. From the Agent Home, users can filter tickets by status and channel,

  manage SLAs, and view performance stats.

• Omnichannel ticketing system: When you receive a call, Zendesk automatically generates a ticket, capturing essential details such as the caller's information, call duration, and timestamp. This ensures that every customer interaction is logged and tracked across all channels without manual intervention, reducing the risk of inaccurate or incomplete records and facilitating a true

  omnichannel experience.

Though call forwarding software needs ample features to increase its usefulness for your team, it should also be straightforward to use. Steep learning curves for useful features can hinder software adoption.

Setting up call forwarding is straightforward if you’re using call forwarding software like Zendesk. The setup process takes just four simple steps:

1. Sign up for Zendesk and choose a virtual phone number.
2. Link your existing phone numbers to the software.
3. Customize settings like call routing, voicemail, and greetings through the app or web portal.
4. Enable call forwarding to your preferred devices or team members.

Once you’ve set it up, allow the system to get to work and start taking customer calls from anywhere.

There’s no shortage of choices for call forwarding software, but some stand out with advanced technology or more features. Here are eight solutions to ponder before making a choice for your business:

• Zendesk: Best for AI-powered customer service
• Dialpad: Best for integrated customer support
• Grasshopper: Best for small business simplicity
• AVOXI: Best for global scalability
• Ringover: Best for team collaboration
• RingCentral: Best for enterprise-grade reliability
• GoTo Connect: Best for unified communications
• Talkdesk: Best for customizable contact centers

1. Zendesk

Best for AI-powered customer service

Starting price	Free trial	Key features
$19 per agent/month (billed annually) Explore more pricing plans	14 days	Group, overflow, and after-hours call routing Failover call forwarding Custom greetings Queue size and wait time Call recording Mute, hold, and warm transfer Business hour settings Conferencing IVR VoIP and WiFi calling Request a callback Call monitoring and barging Call quality notifications Local and toll-free numbers

The best call forwarding software sets up quickly to position your agents for success, helps them handle calls more efficiently, and allows them to connect with customers no matter where they’re calling from.

Call forwarding software enhances the CX by forwarding calls to agents’ mobile devices or home landlines, routing calls to an available agent, and redirecting callers to customer self-service channels when agents aren’t available.

Here are some key phone forwarding features that help keep your business in sync:

• Intelligent call routing: Calls are directed to the right groups in Zendesk, connecting customers with the best agent to handle their issues.
• Next-level voicemail: When customers leave voicemails, the system can turn their messages into tickets or have them transcribed.
• IVR: Zendesk includes

  IVR software so customers can connect with the right people to handle their queries or get answers to FAQs with pre-recorded messages. An IVR system improves the customer experience by delivering faster resolution times, higher first-contact resolution (FCR), conversational customer service, 24/7 support, and call prioritization.

With AI-powered voice support from Zendesk, you can offer a seamless customer experience whenever calls start rolling in.

Pros	Cons
Simple user experience Convenient centralized workspace	Free trial only lasts 14 days

What users are saying:

• “Our sales and customer relationships have been strengthened by Zendesk.”
• “Zendesk makes ticketing much simpler.”
• “Some features come bundled even when you don't need to use them.”

G2 rating: 4.3

Capterra rating: 4.4

2. Dialpad

Best for integrated customer support

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Starting price	Free trial	Key features
$15 per user/month (billed annually)	14 days	Call routing IVR Click-to-call button Monitoring and recording Reporting Unified conversations Multiple phone numbers per account 25 ring groups (departments)

With Dialpad’s call forwarding software, you get a communications platform and call forwarding features. Dialpad automatically forwards incoming calls to five phone numbers.

Add call forwarding numbers quickly and set rules to forward phone calls you receive from your Dialpad number to your mobile device, a landline, or an available agent. By integrating Dialpad with Zendesk, you can also make calls faster, create tickets automatically, and view customer and ticket information in a single place.

Pros	Cons
Easy implementation Excellent call quality	Free trial only lasts 14 days Expensive

What users are saying:

• DialPad provides a reliable phone service for my small business.
• I hope there's a more pared-down version of the product.
• Nothing works beneath the glossy exterior.

G2 rating: 4.4

Capterra rating: 4.2

Learn more: Discover how Dialpad integrates with Zendesk

3. Grasshopper

Best for small business simplicity

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Starting price	Free trial	Key features
$14 per month for one user (billed annually)	7 days	Call routing IVR Click-to-call button Reporting VoIP and Wi-Fi calling Custom greetings Simultaneous call handling

With the Grasshopper call forwarding platform, you can create a list of phone numbers for call forwarding and receive an incoming call notification. You can also customize your schedules and add specific phone numbers to forwarded calls.

Grasshopper supports features like custom greetings, voicemail transcription, and simultaneous call handling, enabling businesses to manage multiple calls. It also offers call screening, transfer, and hold options via either mobile or desktop apps.

Pros	Cons
Easy to implement User-friendly interface	Free trial only lasts 7 days Unsupportive customer service

What users are saying:

• User-friendly and can be accessed from around the world.
• We grew rather quickly and needed to switch to another company to meet our needs.
• This app keeps forgetting everything.

G2 rating: 3.9

Capterra rating: 4.3

4. AVOXI

Best for global scalability

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Starting price	Free trial	Key features
$14.99 per month for one user	Unavailable	Call routing IVR Click-to-call button Reporting Unified conversations Native cloud platform with international reach and scale Instant voice services in 170+ countries Two-way messaging service in the U.S. and Canada

The virtual phone forwarding service from AVOXI is available locally and globally, with virtual phone numbers for remote, hybrid, and on-premise teams to handle, route, and forward calls efficiently.

The software lets you mix and match the functions you want so your VoIP fits your team’s needs. IVR routes inbound callers to the correct agent based on the caller’s answers to automated prompts. Advanced routing finds the best-suited agent for the call based on your preferences. And you can improve efficiency and simplify tasks with automated ticket creation and access to call recordings through the Zendesk integration.

Pros	Cons
Helpful user interface Robust data and reporting capabilities	No free trial Overpriced

What users are saying:

• “The support team is always eager to assist customers.”
• “Every month, it has an update…and when this happens, you can’t use the application.”
• “Worst customer experience ever.”

G2 rating: 4.5

Capterra rating: 4.8

Learn more: Discover how AVOXI integrates with Zendesk

5. Ringover

Best for team collaboration

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Starting price	Free trial	Key features
$21 per user/month (billed annually)	7 days	Call routing IVR Click-to-call button Monitoring and recording Reporting Unified conversations HD video calls and meetings Custom greetings Call recording

Ringover’s call forwarding software enables you to forward incoming calls to mobile devices, home phone numbers, or another call center. For a supercharged CX, you can even sync Ringover with Zendesk and automatically turn those calls into tickets.

An automatic phone forwarding service helps your remote team members attend to CX. Agents can stay connected when they’re out of the office or transfer the call to an available agent when they’re on vacation or out sick.

Pros	Cons
Easy to use Responsive customer support	Free trial only lasts 7 days Frequent resets required

What users are saying:

• “Perfect VoIP system for a recruitment business.”
• “Technically good, but relationally to be seen.”
• “Poor support and billing issues.”

G2 rating: 4.6

Capterra rating: 4.6

Learn more: Discover how Ringover integrates with Zendesk

6. RingCentral

Best for enterprise-grade reliability

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Starting price	Free trial	Key features
Contact RingCentral	14 days	Call routing IVR Call button for your website Monitoring and recording Reporting Unified conversations Unlimited users Unlimited auto attendants, call routing, and queues Video meetings with up to 150 participants

RingCentral’s phone platform includes functionalities like unlimited calling, caller ID, phone call forwarding, and more. The software has an app integration directory with various options to expand its capabilities with third-party tools. There’s also a mobile app for both iOS and Android.

With customizable call forwarding features, you can program RingCentral to ring sequentially or simultaneously, route calls, or send calls directly to voicemail. Plus, with the Zendesk integration, existing customer records are displayed, and it automatically creates tickets, enhancing customer interactions and increasing call efficiency.

Pros	Cons
Intuitive queue system Easy to use	Free trial only lasts 14 days Difficult to set up

What users are saying:

• “Very stable, connectivity is unbeatable.”
• “Robust and flexible, but there’s a learning curve.”
• “It lacks some communication features to be a good business chat.”

G2 rating: 4.0

Capterra rating: 4.3

Learn more: Discover how RingCentral integrates with Zendesk

7. GoTo Connect

Best for unified communications

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Starting price	Free trial	Key features
$26 per month (billed annually)	Unavailable	Call routing IVR Click-to-call button Monitoring and recording Reporting Unlimited users Unlimited call routing, automated attendants, and queues Video meetings with up to 250 participants

GoTo Connect call forwarding for business includes features like unlimited calls, extensions, voicemail to audio email, automatic call attendance, SMS, mobile apps, and chat.

HD video conferencing allows you to communicate and collaborate with your customers—and across teams. The video meetings feature is available on the GoTo Connect web and desktop apps, so you can switch from voice to video. It accommodates up to 250 people or 25 webcams.

Pros	Cons
Easy to deploy Robust analytics	No free trial Difficult-to-reach customer support

What users are saying:

• “Great phone solution for small businesses.”
• “Sometimes AI tries to answer my question, but it does not understand.”
• “Worst support and customer service I have ever dealt with.”

G2 rating: 4.4

Capterra rating: 4.5

8. Talkdesk

Best for customizable contact centers

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Starting price	Free trial	Key features
$85 per user/month (billed annually)	Unavailable	Call routing IVR Click-to-call button Monitoring and recording Reporting Unified conversations Power dialer Outbound caller ID Data import and synchronization

The call forwarding features in Talkdesk ensure customer calls get answered when agents are busy or out of the office. Talkdesk automatically routes calls during business hours to a designated overflow number.

The Talkdesk call forwarding feature can allow remote teams to stay better connected with customers. Agents can use local numbers so the customer avoids paying international fees. Also, combine Talkdesk with Zendesk to create a better experience with click-to-call buttons, time-saving automations, seamless call recording, and other features.

Pros	Cons
Easy implementation Highly customizable features	No free trial Inaccurate reporting

What users are saying:

• “An easy-to-use and train-on, multifaceted tool.”
• “It works well with our other ticket software like Zendesk.”
• “Poor substitute for our previous system.”

G2 rating: 4.4

Capterra rating: 4.5

Learn more: Discover how Talkdesk integrates with Zendesk and how Zendesk vs. Talkdesk compare

Picking the right call forwarding service can be tough when starting from scratch. Here are a few things to consider when comparing the best call forwarding services for your business:

• Prioritize a tool that can scale with you: Your call forwarding software needs to grow alongside your business, accommodating increased call volumes and additional users without compromising performance. A scalable solution also minimizes the need for frequent upgrades or switching to a new system in the long run.

• Ensure you leverage leading AI and automation: Opt for a tool incorporating advanced AI features like intelligent call routing, voice recognition, and automated responses to enhance efficiency and customer experience. AI-driven analytics can provide valuable insights into call patterns, helping you optimize operations and improve decision-making. Intelligent automation takes over manual tasks, like call logging or transferring, freeing up your team to focus on more strategic activities.

• Look for a low total cost of ownership: Evaluate the upfront cost and ongoing expenses like maintenance, upgrades, and support to ensure the tool fits your budget. A low total cost of ownership means the software is affordable over its lifecycle without hidden fees or unexpected costs.

• Choose a customizable solution with integrations: Select a call forwarding tool you can tailor to your specific workflows and business requirements, ensuring it aligns with your unique needs. Look for software like Zendesk that integrates seamlessly with your existing CRM, help desk software, or other business tools to streamline operations and improve efficiency. Customizable features and integrations future-proof your investment, allowing you to adapt as your business evolves.

• Make sure your solution is intuitive and easy to use: A user-friendly interface ensures that your team can quickly adopt the software without extensive training, reducing downtime and improving productivity. Intuitive tools minimize the risk of errors and frustration, leading to smoother call handling and better customer interactions. Ease of use also encourages higher engagement from your team, maximizing the tool’s value.

Above all, call forwarding software should put the customer first. Zendesk does this with ease—CX is at the forefront of all we do. Our software can help you keep tabs on 100 percent of your conversations for the most accurate real-time and historical performance insights, which you can use to keep delivering better-quality support.