Contact Center Software

Finding software can be overwhelming. Software Advice has helped many businesses choose the right contact center software to manage huge volumes of outbound and inbound customer communications.

Showing 1-20 of 173 products

Twilio

Twilio is the worlds leading cloud communication platform that enables you to engage customers across channels - SMS, voice, video, email, WhatsApp and more. Pay-as-you-go APIs allow businesses to scale communications reliably. ... Read more

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Talkdesk

Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) a... Read more

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ChaseData CCaaS

ChaseData CCaaS offers cloud-based, standalone call center functionality with customer service and support built into the solution. It’s designed for outbound, inbound and blended call center teams. Dialing capabilities inclu... Read more

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Hyro

Hyro is the world’s first adaptive communications platform. Featuring plug & play conversational AI and natural language automation, Hyro empowers enterprises to flex their processes and messaging across their most valuable platfo... Read more

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XCALLY

XCALLY is an on-premise and cloud-based contact center solution that handles multiple channels including voice, chat, SMS, email, fax and others. It caters to inbound, outbound and blended call centers of all sizes. Primary featur... Read more

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uContact

uContact is a Cloud & Omnichannel solution that enables its users to manage all their voice and text interactions in the same place. This way, it makes agents' work simpler, more organized, and -why not- more enjoyable too; and he... Read more

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Front

Front is a customer communication hub that allows companies to offer tailor-made service at scale. We combine the simplicity of the email inbox with the automation and insights of a CRM. Behind the scenes, teammates from all depar... Read more

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AI Customer Service

Aisera's next-generation AI Customer Service is an intelligent live chat platform that delivers exceptional customer experience by automatically resolving customer requests with conversational AI and RPA. AI Customer Service helps... Read more

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HoduCC

HoduCC- Call Center Software starts with 10 seats. We install the software on customer's server. Brands like UNICEF, Vistaprint and Brother Printers use HoduCC. HoduCC is a contact center software designed to help businesses resol... Read more

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Quiq Messaging

Quiq is a cloud-based solution that helps small to large organizations automate customer communication processes on business websites using artificial intelligence (AI). It provides a live chat module, which allows IT professional... Read more

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Playvox

Playvox is a cloud-based solution designed to help quality assurance teams monitor the performance of agents and streamline customer service processes. Analysts can use personalized QA forms or scorecards to evaluate clients' inte... Read more

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PanTerra Networks

PanTerra Streams provides UCaaS communications and collaboration for mid-market to enterprise level businesses. It's the only all-in-one call, text, conference, fax, web meeting, and file sharing cloud communications solution. I... Read more

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Zendesk

Used by over 20,000 global companies, Zendesk has made a name for itself as a sophisticated, yet simple Web-based help desk solution.... Read more

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Kixie PowerCall

Kixie is a cloud-based interactive voice response (IVR) solution that helps users automate their sales processes. It can also be deployed on-premise. It offers users one-click dialing, call recording, call history, call coaching a... Read more

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VoiceAnalytics

VoiceAnalytics builds upon a powerful language engine, leveraging deep neural networks (DNN) and machine learning algorithms to process highly accurate speech-to-text and keyword recognition that helps operators optimize performan... Read more

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Intradiem

Intradiem is a workforce automation solution built specifically for contact centers. The Intradiem platform is designed to help managers monitor call activity and track employee productivity. This solution streamlines employee mon... Read more

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CallShaper

CallShaper is a cloud-based call center management solution suitable for small to midsize businesses. Key features include lead management, real-time reporting, agent monitoring and tablet support. CallShaper enables users to... Read more

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Dialpad

For quickly growing businesses looking to efficiently scale their support teams, Dialpad provides a cloud-based call center with access to real-time customer insights. Dialpad allows users to onboard quickly and focus on deliverin... Read more

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Balto

Balto is a cloud-based call center solution for businesses of all sizes. The solution deploys artificial intelligence to support sales, customer service and collection teams in training reps and analyzing customer issues. Bal... Read more

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ICTContact

ICTContact is an advanced unified Contact Centre software solution and Inside sales dialer software solution with an agent portal and IVR studio to design custom IVR with drag and drop. Assign different types of campaigns to agent... Read more

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Buyers guide

As a business, you continually evolve your product or service offerings, which raises the need to constantly support your customers in solving their issues or answering their questions. But doing that solely over phones is severely outdated and thus, tremendously inefficient. That’s so because the popularity of phones as the preferred means of accessing help is rapidly declining among customers and channels such as texts, emails, social media, live chat, and community forums are gaining mass popularity.

Now, the challenge is not the number of channels—that’s actually good since more channels give you more coverage—, it is how to consolidate those channels so your team gets a single source of truth. The solution is contact center software.

While this software allows your customers to reach you on the channel they like (as long as you support that channel), your team doesn’t have to scramble to keep tabs on hundreds of queries or complaints on a multitude of channels. The results are better customer as well as employee experiences.

This buyers guide will take you deeper into the contact center software domain and inform you about some basic things to know when researching the market.

Here’s what we'll cover:

What is contact center software?

Contact center software is a technology tool that allows companies to manage high volumes of customer communications across multiple channels such as email, SMS, telephone, chat, social media, and other digital platforms. This opening up of several channels vastly reduces wait times, which, in turn, improves customer satisfaction. The software also makes customer servicing smoother for agents with the multitude of features it offers.

Contact center software can be integrated with other business applications such as customer relationship management software and help desk software, which by consolidating data makes customer relationship handling highly effective.

Reporting and analytics in Genesys Cloud CX Software

Reporting and analytics in Genesys Cloud CX Software (Source)

Common features of contact center software

The exact features vary depending on the product but most contact center software generally have the following overlapping features.

Automated routing Divert incoming calls automatically to the right departments or agents based on preset rules.
Multi-channel communication Give customers the option to communicate via multiple channels such as emails, live chat, text, voice, online forms, and social media. This reduces the wait time for customers, which, in turn, helps enhance customer experience.
Agent interface Allow service agents to view and manage all customer requests, edit customer information, add notes, create reports, transfer tickets, etc. from the software.
Auto dialer Dial phone numbers automatically from a list of contacts to initiate outbound communications. Once the call is answered, auto dialers can play recorded messages or transfer the line to a live agent.
Call recording Record conversations between customers and support agents and save those for compliance, training, analytics, etc.
Computer telephony Integration Allow interactions on a telephone and a computer to be coordinated. It can be in the form of a pop-up screen that opens up a dashboard for an agent while interacting with a customer on the phone. The dashboard can show information such as caller issues and purchase history. This lets the agent make more personalized conversations.
Queue management Manage and optimize customer wait times for service. The software informs agents in real time about the number of customers being served, the number of customers waiting to be served and how long they have been waiting for.
Reporting/analytics Generate reports on performance metrics such as abandonment rate and average wait time, which show what is happening in the contact center or customer support department.
Workforce management Manage staff scheduling to maximize performance and service quality. Also, forecast staffing requirements based on historical data.
IVR Let callers help themselves through “self-service” using preset, automated menus.

What type of buyer are you?

Before purchasing a contact center software solution, you should assess what kind of a buyer you are. The majority of buyers fall into these categories:

  • Business to business (B2B) buyers: B2B customer service teams need to provide timely response and first contact resolution as their clients depend on B2B products/services for their operations. Also, there could be multiple individuals on different cross-functional teams using the same product/service. So the customer service team might get multiple calls about the same issue from that one corporate client.
    Software that helps support agents view all previous interactions and contact points of the client will be beneficial for the buyers of this segment. A contact center software tool with audio/visual support, collaboration features, and reporting and analytics capabilities will help such businesses to view the full picture of customer interactions and maintain long-lasting relationships with clients.
  • Business to consumer (B2C) buyers: Unlike B2B companies that have fewer customers, B2C companies have a huge customer base, the buying process is shorter here and based on the customers’ emotions and situation. Due to the huge customer base, support agents might end up receiving queries on the same matter multiple times. This might result in repetitive tasks, longer wait times, and call drops.
    To handle such issues, buyers of this segment should invest in a contact center software tool that provides queue management, self service features, and workforce management capabilities.

Benefits of contact center software

Below is a comprehensive list of benefits you can expect from buying a contact center solution:

  • Improved customer experience: As contact center software provides customers a choice of channels to reach agents or get their queries resolved, it reduces the amount of time customer support agents spend on the phone. This also allows agents to tailor their services to benefit specific callers, thus enhancing customer satisfaction and experience.
  • Enhanced employee productivity: Contact center software collects customer data from every channel and presents consolidated views to agents regarding the customer they are servicing. This allows agents to better understand the customer’s grievances and address them efficiently and rapidly.
  • Reduced costs: The omnichannel mode speeds up the response time, reduces call drops, and requires fewer agents to handle customer communications. All of these lead to significant cost savings for contact centers.

Market trend to understand

  • Artificial intelligence (AI) to enhance contact center efficiency. AI-based software tools gather and analyze data from all channels and help agents better engage with customers and guide them to the right solution. AI-based contact center software solutions help companies leverage the technology in many ways, such as performing sentiment analysis to predict the tone of customers and natural language processing to deploy chatbots on websites.
    The benefits of AI technology in terms of speed and interactivity will become the major driving force for vendors to embrace it in order to better their offerings and stay ahead of the competition.

Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.