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

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 135) Sorted by Most Reviews

CxEngage is a cloud contact center platfrom from Serenova (formerly part of LiveOps). It allows call centers to queue and route calls, live chats, SMS messages, and other work items such as emails, faxes, services requests, etc., with a unified interface for agents.
Cention Contact Center
The vendor says Cention can help you: • handle all your channels in one system with pure OMNI-channel support • get a full 360° view of all your customers communication, including complete history • have chat bots working side by side with your agents with seamless transfers and full histor…
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 tool belt with its D…
Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable customer sup…
Diabolocom is a cloud software vendor and telecommunications operator that offers an omnichannel cloud solution for sales, customer service, and contact centres. According to the vendor, thanks to its speed of implementation, its intuitive interface that is fully integrated in the main CRM on the … Cloud in Sunnyvale offers Cloud, the company's cloud-based contact center software.
CDC Software
CDC Software headquartered in Atlanta offers the CDC Platform, a platform which integrates CRM with telephony systems to produce caller "Screen-Pop", click2call functionality and reporting, as well as call recording, voicemail, and call metrics.
CGI Connect
CGI Connect allows contact centers to communicate with customers (or debtors) via voice, SMS, email, or web portal.
Conduit Global CX100
Conduit Global headquartered in New York offers CX100, a contact center solution combining IVR, outbound dialer, workforce optimization, and call center analytics for optimization.
Servion Global Solutions heaquartered in India offers ServCloud, a contact center as a service solution.
Xavient Contact Centre Administration
Xavient Digital, powered by TELUS, offers their Contact Centre Administration application.
Puzzel Contact Centre Solution
Puzzel, headquartered in Oslo, offers their Contact Centre Solution, providing a cloud-based ominchannel (e.g. messaging, voice, email, web chat, etc.) platform designed to support customer interactions for companies of all sizes.
SAP Service Cloud
The SAP Service Cloud allows the user to orchestrate seamless service experiences to support customers throughout their entire journey, available as a SaaS through an annual subscription based on number of users. SAP Service Cloud replaces the former Hybris Service Cloud, and may integrate features …
Call Center Studio
Call Center Studio is a call center built on Google, a secure and stable system with what the vendor describes as industry best reporting. For companies running a call center operation that are frustrated with the high cost, complexity and difficulty of the conventional systems, Call Center Studio p…
ICR Evolution
ICR evolution boasts 25-years of experience developing solutions for a worldwide client base, to improve how their end customers experience service within their organization. The company's main focus is to help clients provide their clients with more agile, simple, efficient and productive relation…
GoContact in Portugal is a company specialized in integrated solutions for Contact Centers (IPBX + Contact Center Software + Communications). GoContact's integrated Contact Center platform provides IPBX, IVR, Inbound / Outbound Services, Scripts, Tickets, Chat, CRM, Reporting /Analytics, Quality, E-…
NovelVox Unified Agent Desktop
The vendor positions the NovelVox Unified Agent Desktop as a powerful contact center agent desktop for Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX), Avaya and Genesis contact centers. It is designed to enable agents in delivering prompt and effective cu…
Ziwo is a cloud based contact center software developed by Aswat Telecom, a company based in the Middle East, presented by the vendor as an efficient, reliable contact center solution since 2010, with a numerous local and international clientele.
Bucher + Suter
German company Bucher + Suter offers a suite of Cisco focused CRM connectors and tools for improving contact center operations, including agent and supervisor desktop technology, as well as the TAO and Fusion products for Cisco Finesse, to drive agent productivity.
Telebu Hub is an inbound and outbound contact center software that can be deployed on the cloud or on-premises. The vendor describes it as easy to set up, easy to scale, and easy to use. SolutionsMissed Call ServiceVirtual ReceptionistBroadcast CampaignsCall Center Suite BenefitsInbound Communicatio…
Avaya OneCloud ReadyNow
Avaya OneCloud ReadyNow is a UC and CC cloud solution deployed in a single tenant dedicated software instance. It´s designed for enterprise customers that are looking for higher feature sets and the ability for more control and compliance. The ReadyNow offer provides a single global delivery model…
Ameyo Mobile Call Center Solution
Ameyo Mobile Call Center Software is an enterprise-level mobile application with call center features to allow the contact center agents to work from home with zero infrastructure and using just a Smartphone and internet connection. With Ameyo Mobile Agent application powered by comprehensive repor…
BroadSoft CC-One
BroadSoft CC-One is an omni-channel cloud contact center solution that allows agents to manage interactions with customers on voice, web, email, chat, and social channels. It aims to facilitate agent productivity and smooth customer experience. CC-One integrates with Salesforce, and uses predictive …
Bright Pattern
Bright Pattern provides an AI-powered omnichannel contact center software for midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers their omnichannel cloud platform with embedded AI that can be deployed with…
AMC Technology's DaVinci
AMC Contact Canvas is a call center software offering from AMC Technology.

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.