Contact Center Software

TrustRadius Top Rated for 2023

Top Rated Products

(1-5 of 10)

1
Bright Pattern Contact Center

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster than ever before, Bright Pattern offers advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform…

2
CloudTalk

CloudTalk is cloud-based call center software for sales and support teams of all sizes, looking to improve customer experiences through more personalized, data-driven customer interactions.The vendor aims to help teams communicate clearly and efficiently.With CloudTalk users can…

3
Google Cloud Contact Center AI

Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software…

4
Broadvoice

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

5
Genesys Cloud CX

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

All Products

(1-25 of 372)

1
NICE CXone

NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback…

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2
Talkdesk

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

3
Genesys Cloud CX

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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4
Broadvoice

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

5
Genesys Multicloud CX (discontinued)

Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.…

6
8x8 Contact Center

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside…

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7
LiveAgent

LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-…

8
Genesys PureConnect (discontinued)

Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users…

9
Fuze

Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

10
Khoros Care

Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers:Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single…

11
Salesforce Service Cloud

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service…

12
Twilio

Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.

13
LivePerson CTI Platform (Tenfold)

Tenfold is a computer telephony integration (CTI) platform optimized for customer support and sales enablement. All contact points and interactions with customers are automatically captured back into existing CRM software, such as business calls, emails, texts, and chats. The solution…

14
Avaya Experience Platform

The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying…

15
Cisco Unified Contact Center

Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.

16
CloudTalk

CloudTalk is cloud-based call center software for sales and support teams of all sizes, looking to improve customer experiences through more personalized, data-driven customer interactions.The vendor aims to help teams communicate clearly and efficiently.With CloudTalk users can…

17
Five9

Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.

18
Avaya Call Center Elite

Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner,…

19
Aircall

Aircall headquartered in Paris provides a VOIP system for business designed to support contact centers, featuring IVR and automated call routing, conference calls, shared call inbox and call notes, unlimited concurrent calls and call queuing, and many integrations with CRM or marketing…

20
Sprinklr Service

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers…

21
Nextiva Contact Center

Nextiva headquartered in Scottsdale, Arizona offers the Nextiva VoIP Call Center solution in two editions, Pro and Enterprise. It also features support for contact centers, allowing clients to manage customer service over multiple channels. Both plans feature unlimited call queues…

22
Bright Pattern Contact Center

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster than ever before, Bright Pattern offers advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform…

23
Dialpad Ai Contact Center

Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.

24
Webex Contact Center

Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.

25
Zendesk Talk

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.

Videos for Contact Center Software

Contact Center vs Call Center Software - Definitions, Comparisons & Which Is Best
04:29
This video covers two terms that are so often used interchangeably despite their key differences.

Contact Center Software TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Learn More About Contact Center Software

What is Contact Center Software?

Contact center software allows companies to manage a high volume of inbound and outbound customer communications across a range of channels. This includes call center solutions, which focus on managing and handling incoming calls based on the number called and an associated database of handling instructions. Contact Centers, and related call centers, are typically part of a company’s overall customer relationship management (CRM) processes and strategy.

Many products offer the ability to track and store individual caller data. As such, previous call histories can be accessed by the agent each time a customer calls. This can reduce call average handle time (AHT) and time spent manually entering customer data. Contact Center software is ideal for small, midsize, and large contact centers. It is used in a wide variety of industries.

Cloud-Based and On-Premise Solutions

There are two main Contact Center deployment options: cloud-based and on-premise. Cloud-based solutions, also referred to as Contact Center as a Service (CCaaS), offer the benefits of outsourcing software and maintenance costs and being easily accessible from anywhere with an internet connection. Buyers can typically choose different features and capabilities on demand.

On the other hand, more traditional on-premise solutions are often hardware-based and incur upgrade and maintenance expenses every few years. Some benefits of on-premise contact centers are that they are typically located on the same site as the company and are highly customizable.

Omni-channel Contact Center Software

Most Contact Center products are now omni-channel, or multi-channel. These products are typically cloud-based and have expanded their capabilities beyond traditional call center activity. Omni-channel software has the capabilities to handle and integrate customer communications across all potential touchpoints and channels. These can include voice, VoIP, email, fax, video chat, SMS/text, and social media platforms.

Contact Center Software Features & Capabilities

Many products offer a set of basic features that focus on voice communication:

  • Validate callers
  • Outbound calling
  • Call forwarding
  • Click to call (allows one-click calling for agents)
  • Warm transfers
  • Interactive voice response (IVR)
  • Call scripting
  • Call tracking
  • CRM software integration (allows agents to access aggregated customer information and call history data)

Many leading Contact Center software vendors also offer a range of workforce optimization features that enable managers and team leaders to analyze and track agent performance to increase contact center efficiency.

  • Inbound call routing
  • Call recording
  • Quality monitoring (monitoring conversation content to track and improve agent performance)
  • Predictive dialing
  • Call analytics (KPIs such as average time in the queue, average call abandonment rate, and average handle time)
  • Historic reporting
  • Real-time reporting
  • Customer interaction analytics (aggregating unstructured interaction data across channels (audio, video, email, text, etc.) and formatting it so that it can be searched and categorized based on interaction patterns)

Recently, vendors have also started to offer more advanced predictive analytics and omni-channel support features such as:

  • Multi-channel integration (ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, live chat, and social media)
  • Intelligent call routing (uses machine learning to connect calls to the correct agents based on previous interaction data)
  • Digital Agents (Chatbots enabled with machine learning that are used to handle more routine or simpler customer requests.

Key Features

Analytics and Performance

Contact center software often includes features for analytics and performance measurement, which are essential for businesses to gain insights into their operations and make data-driven decisions. These features provide a comprehensive view of key performance indicators (KPIs) and metrics, allowing businesses to track and evaluate their contact center's performance. This enables them to identify areas for improvement, optimize resource allocation, and enhance operational efficiency.

Analytics and performance measurement can also help businesses gain insights into customer behavior, preferences, and satisfaction levels. By analyzing customer interactions, businesses can identify trends, patterns, and areas of concern, enabling them to tailor their services and improve customer experience.

Different contact center software products implement analytics and performance measurement functionality in various ways. For example, some software offers interactive dashboards that provide a quick overview of important KPIs, allowing users to monitor performance at a glance. Other software provides in-depth reports that enable users to dive deep into specific metrics and analyze every aspect of their campaigns.

Certain contact center software incorporates automatic analysis and categorization, leveraging advanced analytics capabilities to pinpoint and evaluate interactions effectively. This can provide valuable insights into agent performance, customer satisfaction, and the overall efficiency of the contact center.

By leveraging these features, businesses can make data-driven decisions, optimize performance, and enhance the customer experience.

Conversational AI

Contact center software can be instrumental in leveraging Conversational AI to enhance customer service. While not all contact center software products offer Conversational AI capabilities, it is increasingly common in the industry. Several references highlight the use of Conversational AI in customer service.

One notable benefit of Conversational AI is the seamless handoff between chatbots and human agents. When customers interact with a chatbot and find it unhelpful, or when the chatbot recognizes its limitations, the conversation can smoothly transition to a human agent. This handoff retains all the context from the bot conversation, enabling agents to assist the customer effectively and provide a faster and more effortless customer experience.

AI Agent Assist is another valuable application of Conversational AI. It provides agents with guided workflows, offering step-by-step talking points and next-best actions. Real-time conversational analysis allows AI Agent Assist to suggest live responses, relevant knowledge base articles, and similar case records. This empowers agents to deliver personalized and efficient customer service.

The implementation of Conversational AI can vary across different contact center software products. Some organizations use AI to intelligently triage phone queries, enabling bots to hand over to a human when necessary. Others employ AI to provide predictive support to customers online and on mobile devices. Furthermore, AI can offer suggestions to customer service staff, facilitating comprehensive and prompt query resolution.

Benefits of Using Contact Center Software

Some benefits of using Contact Center software include:

  • Reductions in average handle time (AHT)
  • Eliminating manual searching
  • Allow agents to access customer data histories

Pricing Information

Some vendors offer free trials of their Contact Center software. The paid versions are typically subscription based. Basic cloud-based packages typically start at $10-$20 per agent per month, with more extensive plans ranging between $50-$200 per month.

On-premise Contact Center products usually include a one-time licensing fee and subsequent software upgrade and maintenance costs. Most on-premise Contact Center software vendors do not openly disclose their prices but offer a quote upon request.

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Frequently Asked Questions

What is contact center software?

Contact center software helps both uni-channel and multi-channel call centers efficiently manage high volumes of inbound and outbound communications with customers. Call centers and customer support teams use this software to efficiently direct customers needing assistance to agents who can help them. Types of customer communication can include: phone calls, VoIP calls, live chat, chatbot conversations, email, fax, SMS/text, and social media messaging.

What’s the difference between cloud-based and on-premise contact center software?

These are the two main types of contact center deployment available. Cloud-based contact center software doesn’t need to be installed or downloaded on local servers, but is provided either via public or private cloud and is accessed through the internet. On-premise contact center software can include hardware and software that needs to be installed on local servers.

What are the benefits of using contact center software?

Some key benefits of using contact center software include:

  • Reductions in average handle time (AHT) for calls
  • Ability to eliminate manual searching
  • Ability for agents to access full customer interaction histories to lend context on future calls

What are the best contact center software platforms?

Based on third-party review data, the top rated contact center platforms include:

Read more about the top rated contact center tools.

How much does contact center software cost?

Cloud-based contact center software is usually priced on a monthly, per user subscription basis. Prices can range from $50/user/month up to $200/user/month for more extensive software packages. However, many vendors don’t advertise pricing on their websites, but will provide a quote upon request.