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

OpenTouch Customer Service Suite
Alcatel-Lucent offers their suite of modular call center management applications under the name of OpenTouch Customer Service (OTCS).
IFS Customer Engagement (formerly from mplSystems)
IFS Customer Engagement is based on the mplSystems Omni-Channel Contact Centre, now owned and supported by IFS since the August 2017 acquisition. It contains workforce optimization with messaging and email support emphasizing the needs of outbound call centers.
West Cloud Contact Center
West Corporation offers cloud contact center software.
IPscape is a call center software offering from IPscape.
Oracle Contact Center Anywhere
Oracle Contact Center Anywhere is a call center software offering from Promero.
UNIVERGE Cloud Services Contact Center
UNIVERGE Cloud Services Contact Center is a call center software offering from NEC.
OmniTouch Contact Center Standard Edition
Alcatel-Lucent presents the OmniTouch Contact Center Standard Edition as a scalable and reliable contact center solution for up to 7,000 agents, and for companies with contact centers that are mainly driven by inbound voice interactions, the Alcatel-Lucent OmniTouch Contact Center (CC) addresses ins…
Huawei eSpace Contact Center
Huawei eSpace Contact Center (CC) is a call center software offering from Huawei Technologies.
Fathom Q
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 organization…
NEC's MyCall's is a call management and call center solution for SMBs.
StarCenter is a call center platform from Star2Star communications, a BlueStar company. It includes advanced call routing, management, and reporting features. StarCenter is scalable from a few users to hundreds of users, and is designed to operate seamlessly across multiple locations. According to t…
Evolve IP Call Center
Evolve IP’s Call Center solution is designed to provide agents and front-line supervisors with features that are designed to increase efficiency and make their jobs easier. According to the vendor, their solution provides managers with the following benefits: lower TCO, predictable monthly costs,…
Kunnect headquartered in Fort Lauderdale, Florida offers their blended, configurable inbound and outbound call center software.
NexxPhase Customer Engagement Platform
NexxPhase in Atlanta, Georgia offers their Customer Engagement Platform as an omnichannel customer contact & call center solution.
rostrvm call centre software
rostrvm call centre software is a modular suite of call center software from UK companies Rostrvm Solutions Ltd.
SafeSoft Solutions offers inbound, outbounded, or blended call center solutions.
Metaphor Contact
Metaphor Contact is a call center software offering from USAN.
Koala Inside Sales Software
Koala Inside Sales Software is a suite of applications for an inbound call center, from Electronic Voice Services (EVS).
Fluency Communications Suite
Homisco in Massachusetts offers the Fluency Communications Suite, a call center solution.
Inova Desktop Presenter
Inova Desktop Presenter is a contact center dashboard for conveying information to call center agents, from Inova Solutions headquartered in Virginia.
Intelemedia Communications headquartered in Plano, Texas offers a suite of call center optimization and management software.
CallHub is designed to integrate with an organization’s CRM. According to the vendor this solution enables 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. According to the vendor, key be…
Centcom Virtual Call Center
Centcom Virtual Call Center is a call center software offering from ccds.
Nectar Desk
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 Nectar …
VerberyVBX is a cloud-based call center solution that is based on Twilio OpenVBX.

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.