Announcing the Top Rated Contact Center Software for 2019

April 3rd, 2019

TrustRadius Top Rated

Today, we awarded the 2019 TrustRadius Top Rated badges for Contact Center Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer.

Contact Center Software

Contact center software helps companies manage high-volume incoming and outgoing customer communication. Customer support teams and call centers use contact center software to quickly and efficiently direct customers needing assistance to agents who can help them. This software commonly includes features such as call routing, caller validation, interactive voice response (IVR), call scripting, call recording, quality monitoring, KPI tracking, and report generation. Some products also support multi-channel communication and aggregation of data from voice, email, SMS, social media, and live chat communications into a single customer record.

Before purchasing contact center software, buyers should consider their primary communications channels. As text messaging and social media communication rise in popularity, it becomes more and more important for call centers to support a variety of channels – including voice, email, live chat, and social media messaging. The ratio of remote agents to on-site agents is also an important factor.

Here are the winners:

Genesys PureConnect

genesys pureconnect tr score

Genesys PureConnect is a contact center solution. It offers core contact center features such as call forwarding, IVR, and warm transfers. This product also integrates data from multiple communications channels, provides real-time call center monitoring systems, and offers customer self-service features. Its automation tools help contact centers direct callers to agents with specific expertise, send notifications and alerts to customers, and answer customer questions with chatbots. Genysys PureConnect is offered as both an onsite and cloud-hosted solution. A majority (53%) of Genesys PureConnect users on TrustRadius are from enterprise-level organizations. Reviewers are consistently impressed with Genesys PureConnect’s deep customizability, automation tools for handling call quantity spikes, and all-in-one system integration.

“With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents…The ability to customize the system to address our business needs has allowed us to decrease, if not eliminate, wait time for when one of our stores calls the contact center.”

Andrew Wooster | Senior Developer | Retail Company

[easy-tweet tweet=”Genesys PureConnect: We are able to intelligently route customer calls to the most skilled agents” user=”trustradius” template=”qlite”]

Avaya

avaya tr score

Avaya is a communications solution with on-site and cloud hosting deployment options. Its contact center features include automated call routing, multi-channel integration, self-service IVR systems, and mobile app integration. Avaya’s performance management system helps customer support teams capture and analyze customer interactions and create real-time or historic reports. Customizable AI-driven automation tools can process and respond to customer text messages, transcribe and analyze voice calls, and pair customers with agents with specific skill sets. Avaya’s users on TrustRadius are mostly (59%) from enterprise-level companies. Avaya’s reviewers comment on its call prioritization features, fast access to customer history for agents, and high call quality.

“Avaya Call Center has brought a string of advantages for businesses, agents, and customers alike…Agents can easily add personalization elements to their interactions by accessing customer history.”

Hammad Bin Idrees | Call Center Manager | Consumer Goods Company

[easy-tweet tweet=”Avaya Call Center has brought a string of advantages for businesses, agents, and customers alike.” user=”trustradius” template=”qlite”]

Genesys PureCloud

genesys purecloud tr score

Genesys PureCloud is a cloud-based call center solution. Its call center system offers skills-based call routing, co-browsing and screen share capabilities, and self-service IVR. Graphical scripting tools help customers create customized functionality. Genesys PureCloud also includes workforce management and supervisory features, including automated schedule generation, short-term load forecasting, and call monitoring. Integration with Salesforce enables PureCloud to associate call logs with Salesforce contacts and its API allows developers to create custom integrations with other software. A majority (55%) of Genesys PureCloud users on TrustRadius are from midsize companies. Reviewers value Genesys PureCloud’s easy onboarding for new users, flexible integration via the API, and frequent product updates.

“It basically has unified communications across the business and given us more stability than we were used to with our previous communications provider…The constant development and release of new features really have us enthused about how the system will grow to meet our changing needs.”

Matthew Calton | Communications Manager | Financial Services Company

[easy-tweet tweet=”Genesys PureCloud: The constant development and release of new features really have us enthused” user=”trustradius” template=”qlite”]

Genesys PureEngage

gensys pureengage tr score

Genesys PureEngage is a contact center solution focused on serving large businesses. It offers rules-based call routing, multichannel integration, and self-service tools. It also supports call routing between remote teams and multiple sites. Managers and executives can use Genesys PureEngage’s forecasting tools to evaluate the operational impact of various staffing and budget plans. Automated voice and text analytics help customer service teams identify customer trends, understand common issues, and measure overall business performance. Users from enterprise-level organizations make up a large majority (71%) of Genesys PureEngage’s users on TrustRadius. Reviewers value Genesys PureEngage’s accurate forecasting tools, detailed reporting system, and flexible automation and customization capability.

“[T]he open-ended flexibility in configuring routing is the best, bar none. Pretty much whatever integration points and routing logic you can dream up, you can build it in Genesys; there is no practical limitation…You can’t beat the flexibility and scalability of the product.”

Pete Libis | Lead Routing Developer | Consumer Services Company

[easy-tweet tweet=”Genesys PureEngage: You can’t beat the flexibility and scalability of the product.” user=”trustradius” template=”qlite”]

Tenfold

tenfold tr score

Tenfold is a contact center tool that manages and centralizes customer data. It integrates with existing call systems and CRMs, aggregating customer data and displaying relevant context for customer interactions. Tenfold automatically logs calls to the user’s CRM, where  users can add notes, follow-up information, and dispositions to each logged call. Tenfold also includes agent status and availability management tools, support for both blind and warm transfers, and a mobile app for field agents. A significant portion (40%) of Tenfold’s users on TrustRadius are from midsize companies. Tenfold’s reviewers appreciate its mid-call note-taking capability, detailed metrics tracking, and CRM integration features.

“I can do my job faster and more efficiently at the same time…If your job entails constant customer dials, outbound call tracking, notating account and phone metric tracking, then Tenfold would definitely benefit your business.”

Candice Munoz | Onboarding Account Specialist | Internet Company

[easy-tweet tweet=”Tenfold: I can do my job faster and more efficiently at the same time!” user=”trustradius” template=”qlite”]

Talkdesk

talkdesk tr score

Talkdesk is a cloud-based call center solution that includes inbound and outbound calling, no-code automation for call routing and workflow, multi-channel integration, and customer sentiment analysis tools. When integrated with Salesforce, Talkdesk analyzes contact data to connect callers to relevant agents. Similarly, contextual information collection and analysis helps determine why a customer is calling and which agent they should be routed to. Talkdesk also offers reporting, forecasting, and supervisory tools. A large majority (77%) of Talkdesk users on TrustRadius are from midsize companies. Talkdesk’s informative dashboards, integration with CRM software, and call analysis features are frequently mentioned in reviews.

We have the team watch on the big screens our dashboard matrix to see how we are standing daily with our customers. The features allow us to call, monitor, and report with ease. The team likes that the system is smart enough to link the phones to the cases on Salesforce. Great product overall!”

Megan Boatwright | Customer Care Representative | Biotechnology Company

[easy-tweet tweet=”Talkdesk: The features allow us to call, monitor, and report with ease.” user=”trustradius” template=”qlite”]

Congratulations to the winners of the Top Rated Contact Center Software Award!

Top Rated Criteria

Products included in the 2019 Top Rated Contact Center Software list must have been in the top tier of their category TrustMap as of March 15th, 2019. To qualify for the Contact Center Software Top Rated Award, products must have at least 10 reviews written within the past year, a TRScore of at least 7.5 out of 10, and must receive at least 1.5% of the traffic in their category.  Every reviewer is verified and every review is vetted before publication. Products are plotted on the TrustMap based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.