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

1 ratings
1 reviews
CrazyCall is a cloud-based app that is designed to help contact centers and sales teams boost the performance of their outbound and inbound projects.CrazyCall requires no download or technical skills. According to the vendor, users can start making and receiving calls directly in their browser withi…
Collab OneContact CC
1 ratings
1 reviews
OneContact CC is a call center platform from Collab in Portugal.
MiContact Center
6 ratings
1 reviews
Canadian company Mitel offers MiContact Center, a call and contact center solution designed for both small businesses and larger enterprises. It comes in several different iterations that support various needs and use cases.
Cloud Call Center
1 ratings
1 reviews
Cloud Call Center is a cloud-based call center software offering from It features universal CTI, interactive voice response, automatic call distribution, and other tools to support an enterprise-level contact center.
Acarda Outbound
1 ratings
1 reviews
Acarda Outbound (formerly TeamMax) is an outbound call center software offering from Acarda Sales Technologies.
1 ratings
1 reviews
StringeeX is a customer support platform that lets users connect with customers on any channel (phone, video call, chat, email, social, etc). The platform is designed to make it easy to keep track of all support requests, answer questions quickly, and monitor customer service agent's effectiveness. …
Cisco Finesse
1 ratings
1 reviews
Cisco Finesse is a product designed to improve customer support delivered via contact centers. Described by Cisco as a next-generation agent and supervisor desktop, Cisco Finesse provides a collaborative experience for communities that interact with your customer service organization. Finesse's user…
Avaya Call Center Elite (formerly Aura Call Center Elite)
18 ratings
1 reviews
Avaya Call Center Elite (formerly Aura Call Center Elite) is call center software, from Avaya Inc. It acts as a call routing tool that features automatic call distribution using context-based inputs and selection capabilities.
Enghouse Interactive Contact Centers
2 ratings
1 reviews
Enghouse Interactive headquartered in Phoenix, Arizona offers Contact Centers, call center software. Enghouse Interactive is a division of global, publicly traded company Enghouse Systems.
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.
Datatrack Eclipse CMS4
6 ratings
1 reviews
Eclipse CMS4 is a call management system from Datatrack, a UK-based software development company. Eclipse CMS4 assists with capacity management, performance monitoring, call accounting, and other tasks related to telephony efficiency.
Twilio Flex
5 ratings
1 reviews
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.
Nixxis Contact Suite
Nixxis Contact Suite is a call center software offering from Nixxis.
CenterWare Xion
CenterWare Xion is a call center software offering from Nuxiba Technologies.
Employee Service Desk
Employee Service Desk is a call center software offering from Crow Canyon Systems, Inc..
Call SWEET! is a call center software offering from DATEL Software Solutions LLC.
CenterMaster is a call center software offering from acucall.
AheevaCCS is a call center software offering from
Contaque is a call center software offering from Avissol.
Smart Queue
Smart Queue is a call center software offering from AVOXI.
TelSell is a call center software offering from BiznusSoft.
Bolder Thinking
Bolder Thinking is a call center software offering from Bolder Thinking.
Castel Connects
Castel Connect is a call center software offering from castell.
ConVox is a call center software offering from Deepija Telecom.
DC Contact Center
DialIntelligence is a call center software offering from DialIntelligence.

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.