SimplyCT is a call center software offering from SimplyCT.
Contact Center Software
Best Contact Center Software
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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 that 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 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
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
Listings (76-100 of 128)
Telax is a call center software offering from Telax Hosted Call Center.
ACD - Gain total control over your inbound call flow with the Inbound Call Routing Platform. Key features such as skills-based agent selections, flexible scheduling, and our proprietary QueueFlow routing engine ensure you can easily route calls to follow your exact specifications. Our management ...
Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.
Alcatel-Lucent offers their suite of modular call center management applications under the name of OpenTouch Customer Service (OTCS).
The mplSystems Omni-Channel Contact Centre, now owned and supported by IFS since the August 2017 acquisition, contains workforce optimization with messaging and email support emphasizing the needs of outbound call centers.
West Corporation offers cloud contact center software.
IPscape is a call center software offering from IPscape.
Oracle Contact Center Anywhere is a call center software offering from Promero.
UNIVERGE Cloud Services Contact Center is a call center software offering from NEC.
OmniTouch Contact Center Standard Edition from Alcatel-Lucent is a call center solution.
Huawei eSpace Contact Center (CC) is a call center software offering from Huawei Technologies.
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 organizat...
Fathom Customer Care is a contact / call center solution from Fathom Voice headquartered in Indianapolis.
NEC's MyCall's is a call management and call center solution for SMBs.
StarCenter is a call center platform from Star2Star communications. 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 the vendor, the si...
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 cos...
Kunnect headquartered in Fort Lauderdale, Florida offers their blended, configurable inbound and outbound call center software.
UK company NewVoiceMedia offers ContactWorld QuickStart, a call / contact center cloud-based software platform for small businesses.
ContactWorld PCI is a call center software offering from NewVoiceMedia that integrates card payments.
Disaster Recovery for ContactWorld is a call center disaster event software to ensure continual contact service delivery, from NewVoiceMedia in the UK.
NexxPhase in Atlanta, Georgia offers their Customer Engagement Platform as an omnichannel customer contact & call center solution.
Russian company Reksoft offers the Hyperion Contact Centre Creation Platform.
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.