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

VContactCenter is a call center software offering from Vertical Solutions Incorporated.
Voicent Blended Calls
Voicent Blended Calls is a call center software offering from Voicent Communications.
Snapforce Call Center
Snapforce Call Center is a call center software offering from SnapForce.
Softdial Contact Center
Softdial Contact Center is a call center software offering from Sytel.
TCN Cloud
TCN Cloud is a call center software offering from TCN.
Vocalcom is a call center software offering from Vocalcom.
Exelysis Contact Center
Exelysis Contact Center is a call center software offering from .
Inbound/Outbound Call Center
Inbound/Outbound Call Center is a call center software offering from SolusOne.
contactSPACE is a call center software offering from contactSPACE.
ice Contact Center
ice Contact Center is a call center software offering from Canadian company ComputerTalk Technology.
Upland Ingenius
Upland InGenius is a computer telephony integration (CTI) software company that enables contact centers to increase productivity and intelligently blends existing telephone systems into leading CRMs, with its enterprise-proven solution, InGenius Connector Enterprise. Designed with configuration flex…
SAP Contact Center
ERP vendor SAP offers SAP Contact Center (formerly SAP Business Communications Management), a complete call center software solution.
CenturyLink Contact Center Services
CenturyLink Contact Center is a blended inbound / outbound configurable call center software solution.
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 persona…
Next Generation Call Center
Next Generation Call Center is a call center software offering from ZTE Corporation.
GaleStream Call Center Software
GaleStream Call Center Software is a call center software offering from Digamma.
Converged Communications Center
Converged Communications Center is a call center software offering from Converged Communication Systems.
Odigo is a call center software offering from Capgemini.
Contact Center Portal
Contact Center Portal is a call center software offering from Dezide ApS.
Q-Suite is a call center software offering from Indosoft.
OnviCord is a call center software offering from OnviSource.
SimplyCT is a call center software offering from SimplyCT.
Telax is a call center software offering from Telax Hosted Call Center.
Altitude uCI
Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.

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.