Contact Center Software
Top Rated Products
(1-5 of 10)
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.
All Products
(76-100 of 376)
Voicenter is a cloud-based VoIP, PBX and Call center service provider. They provide Cloud, on-premise, Hybrid, Hosted Call center and PBX solutions based on their technology. This is to allow customers to enjoy a wide variety of flexible telephony solutions and advanced tools in…
Process Shepherd's decision-tree system guides agents through complex business processes step by step, to ensure accuracy and ease of execution. By strengthening compliance measures, shortening the time to full productivity, and lessening the handling time for each task, the agent…
The Contact Centre application gives the opportunity to be in permanent contact with customers at anytime, including managing contacts and execute relevant transactions, all in one screen. ebankIT presents it as a specialized solution with telephony integration for a complete customer…
Explore recently added products
LeadDesk is a cloud contact center from the company of the same name in Helsinki, boasting customisable campaigns, queues, reports and operations. For outside sales, LeadDesk comes with eight different dialer modes, including auto and predictive dialers. For customer service agents,…
Eckoh provides customer engagement, contact centre and secure payment solutions for organisations across all sectors to support their customer experience goals through self-service and voice channel technologies.
ConvergeOne provides a path to modernizing contact center, workforce optimization and unified communications solutions to an integrated, enterprise-class, cloud-based solution, providing a hybrid workforce experience for enhanced customer experience.
VQ Online from VereQuest is design to streamline the QA process across channels and functions to maximize the insight gathered to free up valuable QA analysts’ time. It is presented as a solution for large, multi-site, multi-channel centers with internal and external QA functions…
Inbound/Outbound Omnichannel Contact Center Software An auto dialer using machine learning and predictive analytics to increase agent productivity. Key ROI metrics: 4 predictive algorithms cut agent idle with more right party contacts and fewer dropped callsAnswering Machine…
NAVOMI developed CRM connectors embedded into contact centers’ platforms like LivePerson’s Conversational Cloud and Twilio Flex. CRM Connect integration and communication between contact center platforms and various CRM systems. This means that all the information the agent needs…
The Artiq Company headquartered in Mansoura, Egypt, offers their OmniChannel Contact Center solution, providing a receptionist or agent interface, as well as a VoIP business phone system.
wolkvox Manager is a platform for Contact Center in the cloud, used to create routing flows, IVRs, virtual voice and instant messaging agents, as well as execute campaigns and access more than 70 reports, with high quality and security indexes.
Fusion Connect headquartered in Atlanta offers their enterprise cloud contact center solution, Contact Center Pro, which they state provides everything a business needs to connect and communicate with customers effectively.
Vistio AgentHub's live on-screen guidance aims to eliminate guesswork and stress so agents can confidently, quickly, and accurately resolve any customer inquiry. Through interactive and rules-based scripting, AgentHub is designed to put the right answers at agents’ fingertips right…
Packet Fusion headquartered in Pleasanton offers a suite of cloud UCaaS and contact center technology solutions.
Contact Center Challenge – Complex, Time-Consuming Change ProcessContact center infrastructure deployment and operation typically require highly skilled CTI engineers. When faced with sudden, dynamic changes, the contact center operators typically escalate the issue in a predetermined…
VoiceAnalytics, from Xdroid, is a speech analytics solution designed to improve performance, quality management and customer satisfaction in call centers, both in commercial and customer service activities. The AI based solution is built by a language engine and machine learning…
Flowz is an online platform offering 1000+ remote business services, and 10+ SaaS software applications. Our mission is to unleash businesses by removing the restrictions and bottlenecks small businesses face to succeed. By combining services and software in one platform at a fair…
The vendor says Cention can help you: • handle all your channels in one system with pure OMNI-channel support • get a full 360° view of all your customers communication, including complete history • have chat bots working side by side with your agents with seamless transfers…
CGI Connect allows contact centers to communicate with customers (or debtors) via voice, SMS, email, or web portal.
Servion Global Solutions heaquartered in India offers ServCloud, a contact center as a service solution.
CDC Software headquartered in Atlanta offers the CDC Platform, a platform which integrates CRM with telephony systems to produce caller "Screen-Pop", click2call functionality and reporting, as well as call recording, voicemail, and call metrics.
Support.com in Sunnyvale offers Support.com Cloud, the company's cloud-based contact center software.
AcmaTel CCS is presented as comprehensive and unified Call Center Solution. AcmaTel states their Call Center solution is intelligent, secure, and comes with sophisticated capabilities, equal to their capabilities as a Voice over Internet Protocol (VoIP) service provider. It has been…
Telefónica Tech Cyber Security & Cloud provides CCaaS and omnichannel solution that best suits the user's company's needs. Optionally, they are also a certified Genesys partner, boasting 20 years of experience implementing and managing these services.
Telzio enables organizations around the world to take their phone systems online. The company is based in Los Angeles, and the vendor states the Telzio platform powers billions of conversations around the world.
Videos for Contact Center Software
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.
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.
More Resources
Related Categories
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.