Presence Inbound is the call center platform from Spanish company Presence Technology, headquartered in Madrid.
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 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 (26-50 of 126)
Acarda Outbound (formerly TeamMax) is an outbound call center software offering from Acarda Sales Technologies.
OneContact CC is a call center platform from Collab in Portugal.
Oracle Contact On Demand is a call center software offering from Oracle.
CallHippo is an on-demand Voice-over-Internet Protocol (VoIP) based Virtual Phone System. CallHippo allows startups and businesses to get local phone numbers instantly from over 50+ countries around the world. The vendor says the easy to use interface and robust backend architecture enables busin...
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, c...
AireContact is a call center software offering from AireSpring headquartered in Los Angeles, California.
Ameyo is an all-in-one software based communication solution that is designed to manage end-to-end customer journeys and consistently deliver exceptional customer experiences. According to the vendor, it is a powerful and highly flexible IP-based contact center software that lets user have a pers...
Bright Pattern is a cloud contact center software which aims to help businesses to simplify multichannel service.Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a me...
VContactCenter is a call center software offering from Vertical Solutions Incorporated.
Vocalcom is a call center software offering from Vocalcom.
Exelysis Contact Center is a call center software offering from .
Ytel is a call center software offering from Ytel.
Avaya Aura Call Center Elite is call center software, from Avaya Inc..
Inbound/Outbound Call Center is a call center software offering from SolusOne.
Aspect Software headquartered in Massachusetts offers Zipwire, a cloud-based SaaS contact center solution.
contactSPACE is a call center software offering from contactSPACE.
Ingenius Connector Enterpise integrates an organization's existing phone system with its CRM.
AMC Contact Canvas is a call center software offering from AMC Technology.
Odigo is a call center software offering from Capgemini.
Contact Center Portal is a call center software offering from Dezide ApS.
Q-Suite is a call center software offering from Indosoft.
Newbridge Telecom Solutions is a call center software offering from Newbridge Telecom Solutions.
OnviCord is a call center software offering from OnviSource.
SimplyCT is a call center software offering from SimplyCT.