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 predicti...
Contact Center Software
Best Contact Center Software
TrustMaps are two-dimensional charts that compare products based on satisfaction ratings 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:
Click to call (allows one-click calling for agents)
Interactive voice response (IVR)
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
Quality monitoring (monitoring conversation content to track and improve agent performance)
Call analytics (KPIs such as average time in the queue, average call abandonment rate, and average handle time)
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
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
Listings (101-125 of 128)
Metaphor Contact is a call center software offering from USAN.
Koala Inside Sales Software is a suite of applications for an inbound call center, from Electronic Voice Services (EVS).
Homisco in Massachusetts offers the Fluency Communications Suite, a call center solution.
inConcert Allegro is a call center software offering from inConcert.
Inova Desktop Presenter is a contact center dashboard for conveying information to call center agents, from Inova Solutions headquartered in Virginia.
Intelemedia Communications headquartered in Plano, Texas offers a suite of call center optimization and management software.
CallHub is designed to integrate with an organization’s CRM. According to the vendor this solution enables users to reach the right people the right time with their virtual call center, voice and SMS broadcasting software. CallHub is available in over 200 countries. According to the vendor, key...
Centcom Virtual Call Center is a call center software offering from ccds.
Nectar Desk is call center software for a wide variety of industries. It includes a complete suite of call center software features such as call recording, IVRs and call transfers. Additionally, it integrates with many CRM platforms in order to ensure that agents can work efficiently between Nect...
VerberyVBX is a cloud-based call center solution that is based on Twilio OpenVBX.
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.
Twilio now offers Flex, a cloud-based contact center management platform featuring support for multi-channel communications (e.g. voice + social media, etc.) and messaging to provide many customer support and collaboration features.
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 his...
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 it...
RingCentral Contact Center offers a set of cloud-based software plans ranging from basic to pro level. The basic plan includes features such as support for inbound and outbound call centers and IVR and ACD capabilities. The most extensive plan also includes features such as advanced analytics an...
8x8 now offers the X Series, an integrated suite combining VOIP, contact center communications applications (e.g. SMS, Internet fax, auto attendant, IVR, etc) and workforce optimization (skills-based call routing, call barging & monitoring, etc).
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 ...
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 t...
Support.com in Sunnyvale offers Support.com Cloud, the company's cloud-based contact center 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 allows contact centers to communicate with customers (or debtors) via voice, SMS, email, or web portal.
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 Digital, powered by TELUS, offers their Contact Centre Administration application.