Contact Center Software

Best Contact Center Software include:

Genesys Engage (formerly PureEngage), Genesys PureConnect, NICE inContact CXone, and Talkdesk.

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.

Contact Center Software Overview

Contact Center Software Overview

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 deployment options: cloud-based and on-premise. Cloud platforms have become popular, and offer the benefits of outsourcing software and maintenance costs and being easily accessible from anywhere with an internet connection.


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

Many 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)

  • AI assistance for live agents (AI provided predictive suggestions for live agents based on customer history and real-time interaction)

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.

Contact Center Products

(1-25 of 134) Sorted by Most Reviews

Talkdesk
209 ratings
186 reviews
Top Rated
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.
Genesys Cloud (formerly PureCloud)
225 ratings
125 reviews
Genesys Cloud (formerly PureCloud) 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.
Genesys Engage (formerly PureEngage)
271 ratings
117 reviews
Top Rated
Genesys Engage (formerly 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.
Genesys PureConnect
194 ratings
110 reviews
Top Rated
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. It remains available, but new users are encourag…
Fuze
129 ratings
79 reviews
Top Rated
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.
NICE inContact CXone
83 ratings
66 reviews
Top Rated
NICE inContact 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), and interactive voice response (IVR) system.
Tenfold
71 ratings
63 reviews
Tenfold is a contact center 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.
8x8 Contact Center
54 ratings
30 reviews
8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities. The software is based at least partially on technology gained when 8x8 acquired Contactual in…
Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)
107 ratings
27 reviews
The Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) is a contact center solution from business communications company, Avaya. It can be delivered in a public, hybrid, or private cloud as well as on-premise and can also be utilized as a UCaaS offering.
Five9
41 ratings
25 reviews
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.
Cisco Unified Contact Center
56 ratings
18 reviews
TRUE
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.
3CX Phone System
27 ratings
7 reviews
Cyprus based company 3CX offers an IP PBX phone system.
Zendesk Talk
8 ratings
6 reviews
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.
CloudTalk
8 ratings
6 reviews
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 you can get local or toll-free…
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
52 ratings
5 reviews
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.
Aspect Unified IP
13 ratings
3 reviews
Aspect Software headquartered in Massachusetts offers Aspect Unified UP, a call center solution for enterprise contact centers. It supports an omnichannel customer experience across voice, email, chat, SMS, IM, and social channels.
Noble Systems
3 ratings
2 reviews
Noble Systems is a call center software offering from Noble Systems Corporation. It features skills-based, multi-channel routing, predictive dialing, and agent desktop and workflow development.
VirtualPBX
4 ratings
2 reviews
VirtualPBX is a VoIP solution that in addition to VoIP offers analog, smartphone, WebRTC, SIP Trunking & native calling options. It can also be used as a virtual contact center or virtual office solution.
Aircall
4 ratings
2 reviews
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 systems to su…
Nextiva Call Center
6 ratings
2 reviews
Nextiva headquartered in Scottsdale, Arizona offers their eponymous 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.
Fathom Customer Care
1 ratings
1 reviews
Fathom Customer Care is a contact / call center solution from Fathom Voice headquartered in Indianapolis.
ChaseData Call Center Software
1 ratings
1 reviews
ChaseData Call Center is a cloud-based solution that was designed for inbound and outbound contact center activities. It also includes an on-premise option and integrates with CRM software. Features include the ability to log and record calls, predictive dialer, click to call outbound dialing, cust…
Contivio.com
1 ratings
1 reviews
Contivio.com is cloud-based call center software with multi-channel support features that enable clients to take and make calls, route calls, integrate their call center solution with their existing CRM, and generate analytics.
Ytel
1 ratings
1 reviews
Ytel is a call center software offering from Ytel.
Presence Inbound
1 ratings
1 reviews
Presence Inbound is the call center platform from Presence Technology, headquartered in Madrid, Spain. It features analytics, automated workflows, scripting, and other standard call management tools to support customer service interactions.

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

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.