Contact Center Software
Top Rated Products
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Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on…
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 users can…
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…
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
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DialedIn's (formerly ChaseData) cloud-based Call Center as a Service software provides provides seven automated dialing modes (including predictive, progressive, and TCPA compliant preview mode), skills-based ACD, and IVR, combined in one suite that integrates with third-party…
MightyCall's Call Center solution offers a suite of call center management features managed and configured through a simplified interface.Some of these features include: Auto dialersReal-time feedback tools for on-the-spot coaching and quality monitoring. Supervisor Workspace for…
CxEngage is a cloud contact center solution designed to meet users' needs and work in their environment. Unlike monolithic architectures and on-premises solutions, CxEngage is a ‘born-in-the-cloud’ platform to deliver unified visibility across voice, video, and digital channels. CxEngage…
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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.
Squaretalk (formerly Axiom) is a business communication and workflow optimization platform geared for inbound customer support and sales teams. Through integrations, Squaretalk aims to give BPOs all the tools they need to provide personalized service to clients worldwide, leveraging…
UJET is presented as a cloud contact center platform for the smartphone era. By modernizing digital and in-app experiences, UJET aims to unify the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital,…
Contivio.com is cloud-based call center software with multi-channel support features that enable clients to take and make calls, route calls, integrate their call center solution with their existing CRM, and generate analytics.
Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.
Infobip headquartered in London offers a CPaaS designed to bridge IT and Telecoms, powering enterprises with omnichannel communication and user authentication options for a global user base.
Exotel is an advanced customer engagement platform that combines CPaaS, omnichannel contact centers, and Conversational AI. The platform is designed to foster richer, AI-powered, and contextual interactions, offering businesses unparalleled speed and scale in their communications.…
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…
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…
Unifying business communications by providing users the means to completely customize communications, MSG91 aims to lead the field in developing CPaaS services.
CallHub is designed to integrate with an organization’s CRM. The solution helps 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. Key benefits include: Virtual Call Center…
Aloware is a contact center solution with turnkey software. Aloware also integrates with CRM and Helpdesk applications. Customers can be engaged by cell phone, text message or social messengers.
Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.
TELUS Cloud Contact Center (TC3) is a hosted, on-demand, multi-tenant omnichannel contact center solution based on Cisco’s Hosted Collaboration platform - an end-to-end, fully managed, enterprise grade solution that allows entities to focus on their core business while leveraging…
TMG has developed a cloud-based telephony solution for call and contact center system that also includes SMS, email and inbound/outbound routing. TMG system allows tracking of completed calls and any decisions made during them. Telemagic Group has its headquarters in Arendal, Norway.…
Zisson Interact is a cloud-based and omnichannel telephone exchange that supports flexible communication and customer service solutions for inquiries from telephone, web chat, e-mail, chatbot, social media and SMS. The platform can be integrated with several third-party applications…
NGNCloudComm is an omnichannel contact center software that offers a single system designed to include all the features, capabilities, and possibilities of an interwoven solution. It can natively handle inbound calls, outbound calls, email, text messaging, chat, social media communication,…
ARIA Contact Center is a solution to help automate customer service transactions via telephony. It enables centralization for any organization through the technology-aided contact center. ARIA uses IVR system to identify and segmentize callers resulting in customized services according…
The Atmos operating system is a business management operating system that helps with organizing, consolidating, and storing data. With its 9-module suite, it is designed to give businesses a powerful tool that gives them second-by-second access to data and analytics that promote…
Systell Contact Center is a customer relationship management system, for call centers, from Systell headquartered in PoznaÅ„, Poland. It supports integrated omnichannel communication (telephone, e-mail, live chat, forms, SMS, etc.), and organizes customer data by creating their…
InstaCC is an omnichannel CCaaS offering from Tata Communications, a hosted or partner hosted cloud contact centre solutions to drive fluid customer conversations leading to happier customers, highly motivated agents, and enhanced business productivity.
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Contact Center Software TrustMap
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Learn More About Contact Center Software
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 Contact Center deployment options: cloud-based and on-premise. Cloud-based solutions, also referred to as Contact Center as a Service (CCaaS), offer the benefits of outsourcing software and maintenance costs and being easily accessible from anywhere with an internet connection. Buyers can typically choose different features and capabilities on demand.
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
Most 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.
Key Features
Analytics and Performance
Contact center software often includes features for analytics and performance measurement, which are essential for businesses to gain insights into their operations and make data-driven decisions. These features provide a comprehensive view of key performance indicators (KPIs) and metrics, allowing businesses to track and evaluate their contact center's performance. This enables them to identify areas for improvement, optimize resource allocation, and enhance operational efficiency.
Analytics and performance measurement can also help businesses gain insights into customer behavior, preferences, and satisfaction levels. By analyzing customer interactions, businesses can identify trends, patterns, and areas of concern, enabling them to tailor their services and improve customer experience.
Different contact center software products implement analytics and performance measurement functionality in various ways. For example, some software offers interactive dashboards that provide a quick overview of important KPIs, allowing users to monitor performance at a glance. Other software provides in-depth reports that enable users to dive deep into specific metrics and analyze every aspect of their campaigns.
Certain contact center software incorporates automatic analysis and categorization, leveraging advanced analytics capabilities to pinpoint and evaluate interactions effectively. This can provide valuable insights into agent performance, customer satisfaction, and the overall efficiency of the contact center.
By leveraging these features, businesses can make data-driven decisions, optimize performance, and enhance the customer experience.
Conversational AI
Contact center software can be instrumental in leveraging Conversational AI to enhance customer service. While not all contact center software products offer Conversational AI capabilities, it is increasingly common in the industry. Several references highlight the use of Conversational AI in customer service.
One notable benefit of Conversational AI is the seamless handoff between chatbots and human agents. When customers interact with a chatbot and find it unhelpful, or when the chatbot recognizes its limitations, the conversation can smoothly transition to a human agent. This handoff retains all the context from the bot conversation, enabling agents to assist the customer effectively and provide a faster and more effortless customer experience.
AI Agent Assist is another valuable application of Conversational AI. It provides agents with guided workflows, offering step-by-step talking points and next-best actions. Real-time conversational analysis allows AI Agent Assist to suggest live responses, relevant knowledge base articles, and similar case records. This empowers agents to deliver personalized and efficient customer service.
The implementation of Conversational AI can vary across different contact center software products. Some organizations use AI to intelligently triage phone queries, enabling bots to hand over to a human when necessary. Others employ AI to provide predictive support to customers online and on mobile devices. Furthermore, AI can offer suggestions to customer service staff, facilitating comprehensive and prompt query resolution.
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.
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Frequently Asked Questions
What is contact center software?
What’s the difference between cloud-based and on-premise contact center software?
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
What are the best contact center software platforms?
Based on third-party review data, the top rated contact center platforms include:
Read more about the top rated contact center tools.