Fathom Q is a unified call center workspace built for sales or support team enablement and process automation. The Fathom interface showcases more than just the phone number of the incoming call; each agent will see the Salesforce contact record and social profiles for the individual or organizat...
Contact Center Software
Best Contact Center Software
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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 which 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 off previous interaction data)
Digital Agents (Machine learning enabled chatbots 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 upgrading 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 126)
Fathom Customer Care is a contact / call center solution from Fathom Voice headquartered in Indianapolis.
The mplSystems Omni-Channel Contact Centre, now owned and supported by IFS since the August 2017 acquisition, contains workforce optimization with messaging and email support emphasizing the needs of outbound call centers.
West Corporation offers cloud contact center software.
IPscape is a call center software offering from IPscape.
ACD - Gain total control over your inbound call flow with the Inbound Call Routing Platform. Key features such as skills-based agent selections, flexible scheduling, and our proprietary QueueFlow routing engine ensure you can easily route calls to follow your exact specifications. Our management ...
Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.
Alcatel-Lucent offers their suite of modular call center management applications under the name of OpenTouch Customer Service (OTCS).
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...
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...
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.
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.
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-f...
Xavient Digital, powered by TELUS, offers their Contact Centre Administration application.
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.
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.