Software Advice helps call centers choose the right call center software so they can distribute inbound calls to agents and execute outbound campaigns. How does it work?

Call Center Software


 
RingCentral Contact Center logo
 
Coud communications provider RingCentral has recently expanded into the Call Center space with their Contact Center solution. The suite is powered by inContact and offers Automatic Call Distribution, Interactive Voice Response, CTI,... Read More
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Coud communications provider RingCentral has recently expanded into the Call Center space with their Contact Center solution. The suite is powered by inContact and offers Automatic Call Distribution, Interactive Voice Response, CTI,... Read More
 
PureCloud logo
 
PureCloud by Genesys is a call center solution for businesses of any size and in any industry. Among its modules are Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer, a mobile call... Read More
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PureCloud by Genesys is a call center solution for businesses of any size and in any industry. Among its modules are Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer, a mobile call... Read More
 
ChaseData Call Center logo
 
ChaseData Call Center software offers web-based, standalone call center functionality with customer service and support built into the software. It’s designed for outbound, inbound, and blended call center teams. Dialing capabilities... Read More
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ChaseData Call Center software offers web-based, standalone call center functionality with customer service and support built into the software. It’s designed for outbound, inbound, and blended call center teams. Dialing capabilities... Read More
 
Nextiva VoIP logo
 
Nextiva's Business VoIP solutions offer telephony services for small businesses with functionality that eliminates the need for a traditional phone system. The packages include VoIP phone systems, scalable PBX trunks, online faxing... Read More
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Nextiva's Business VoIP solutions offer telephony services for small businesses with functionality that eliminates the need for a traditional phone system. The packages include VoIP phone systems, scalable PBX trunks, online faxing... Read More
 
Convoso Cloud Contact Center logo
 
Convoso Cloud Contact Center is a cloud-based call center solution with a predictive dialer and inbound call support for small and midsize businesses. As a cloud-based solution, Convoso Cloud Contact Center is accessible over... Read More
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Convoso Cloud Contact Center is a cloud-based call center solution with a predictive dialer and inbound call support for small and midsize businesses. As a cloud-based solution, Convoso Cloud Contact Center is accessible over... Read More

Call us for a free FastStart Consultation: +64 4 488 7035


 
LiveAgent logo
 
LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all... Read More
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LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all... Read More
 
Salesforce.com Service Cloud logo
 
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
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Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
 
VanillaSoft Pro logo
 
VanillaSoft is a powerful sales management software designed for inside sales teams. This solution combines important features for CRM, lead management and telemarketing in an easy-to-use, simple solution that can be accessed from... Read More
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VanillaSoft is a powerful sales management software designed for inside sales teams. This solution combines important features for CRM, lead management and telemarketing in an easy-to-use, simple solution that can be accessed from... Read More
 
PIMS Dialer logo
 
The PIMS Dialer is flexible, scalable and secure. It’s a cloud-based application, and the servers are housed in a state of the art facility that’s operated around the clock, delivering extremely reliable uptime. Companies can... Read More
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The PIMS Dialer is flexible, scalable and secure. It’s a cloud-based application, and the servers are housed in a state of the art facility that’s operated around the clock, delivering extremely reliable uptime. Companies can... Read More
 
Oracle Contact Center Anywhere logo
 
Oracle Contact Center Anywhere Software provides a call center system with a host of features that include call queuing, call routing, as well as callback requests including email, online chat and web callback. Calls can be routed... Read More
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Oracle Contact Center Anywhere Software provides a call center system with a host of features that include call queuing, call routing, as well as callback requests including email, online chat and web callback. Calls can be routed... Read More

Call us for a free FastStart Consultation: +64 4 488 7035


 
CrazyCall logo
 
CrazyCall is a cloud-based call center software solution. Key features include live analytics reporting, an agent panel, workforce management and a dialer that matches agents with leads. CrazyCall’s agent panel automates dialing... Read More
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CrazyCall is a cloud-based call center software solution. Key features include live analytics reporting, an agent panel, workforce management and a dialer that matches agents with leads. CrazyCall’s agent panel automates dialing... Read More
 
Newfies-Dialer logo
 
Newfies-Dialer is a cloud-based voice broadcasting, autodialer and phone survey solution that helps users manage concurrent calls from a centralized location. Newfies-Dialer features live lead transfer which enables users to pull... Read More
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Newfies-Dialer is a cloud-based voice broadcasting, autodialer and phone survey solution that helps users manage concurrent calls from a centralized location. Newfies-Dialer features live lead transfer which enables users to pull... Read More
 
SalesExec logo
 
SalesExec is a customer relationship management (CRM) and lead management solution that offers tools required to capture leads and assign them to sales teams or call center agents. SalesExec allows users to integrate multiple lead... Read More
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SalesExec is a customer relationship management (CRM) and lead management solution that offers tools required to capture leads and assign them to sales teams or call center agents. SalesExec allows users to integrate multiple lead... Read More
 
Talkdesk Call Center logo
 
Talkdesk is a browser-based call center software solution that helps growing businesses improve customer satisfaction while simultaneously reducing customer support costs. No hardware or downloads are required and the system integrates... Read More
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Talkdesk is a browser-based call center software solution that helps growing businesses improve customer satisfaction while simultaneously reducing customer support costs. No hardware or downloads are required and the system integrates... Read More
 
Five9 Cloud Contact Center logo
 
Five9 is used by call centers around the world to manage inbound, outbound, blended or multi-channel contact centers.  It offers IVR with speech recognition, multi-channel ACD, predictive dialer and customer relationship management... Read More
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Five9 is used by call centers around the world to manage inbound, outbound, blended or multi-channel contact centers.  It offers IVR with speech recognition, multi-channel ACD, predictive dialer and customer relationship management... Read More

Call us for a free FastStart Consultation: +64 4 488 7035


 
NICE inContact Cloud Contact Center logo
 
NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
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NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
 
ContactWorld for Sales by NewVoiceMedia logo
 
ContactWorld for Sales is a Web-based contact center solution for organizations of all sizes and industries. The software provides integration with Salesforce, which enables agents to directly work in the Salesforce user interface.... Read More
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ContactWorld for Sales is a Web-based contact center solution for organizations of all sizes and industries. The software provides integration with Salesforce, which enables agents to directly work in the Salesforce user interface.... Read More
 
X5 Cloud Contact Center logo
 
X5 Cloud Contact Center developed by Ytel is used by various SMB call center companies and businesses with dedicated phone support teams. This solution offers an integrated call center suite with features including automated call... Read More
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X5 Cloud Contact Center developed by Ytel is used by various SMB call center companies and businesses with dedicated phone support teams. This solution offers an integrated call center suite with features including automated call... Read More
 
Streams UC logo
 
Streams UC is a cloud-based call center solution created by PanTerra. Users can manage and monitor inbound calls from any device with an internet connection, giving call center employees the ability to telecommute. Call center seats... Read More
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Streams UC is a cloud-based call center solution created by PanTerra. Users can manage and monitor inbound calls from any device with an internet connection, giving call center employees the ability to telecommute. Call center seats... Read More
 
Cloud Contact Center logo
 
Cloud Contact Center, by Telax Voice Solutions, is a call center management solution designed for SMB companies in various industries. Government agencies, retail, energy, healthcare, insurance, professional services, engineering,... Read More
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Cloud Contact Center, by Telax Voice Solutions, is a call center management solution designed for SMB companies in various industries. Government agencies, retail, energy, healthcare, insurance, professional services, engineering,... Read More

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FrontRunners for Call Center, November 2017

Powered by Gartner Methodology

What Is the FrontRunners Quadrant?

A Graphic of the Top-Performing Call Center Products

FrontRunners quadrants highlight the top software products for North American small businesses. All products in the quadrant are top performers. Small businesses can use FrontRunners to make more informed decisions about what software is right for them.

To create this quadrant, we evaluated over 230 Call Center products. Those with the top scores for their capability and value made the quadrant.

Scores are based largely on reviews from real software users, along with other product performance details (e.g., what features they offer, how many customers they have).

Is One Quadrant Better Than the Others?

Nope, Products in Any Quadrant May Fit Your Needs

Every product in this quadrant offers a balance of capability (how much the products can do) and value (whether they’re worth their price/cost) that makes them stand out in the race for small business software success.

FrontRunners has four sub-quadrants:

  • Upper Right = Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers.
  •  
  • Upper Left = Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you.
  •  
  • Lower Right = Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more.
  •  
  • Lower Left = Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.

Depending on the specific needs of a software buyer, a product in any of these sub-quadrants could be a good fit.

Why? To even be considered for this FrontRunners, a product had to meet a minimum user rating score of 3.5 for capability and 3.5 for value. This means that all products that qualify as FrontRunners are top-performing products in their market. They appear in the quadrant in relation to how their peers performed.

For some buyers, a specific FrontRunners sub-quadrant might be best. For example, if your call center is strictly inbound or strictly outbound, then products in the Masters quadrant might best fit your needs. If you know you want a tried-and-true, scalable solution, then you might begin your search in the Leaders quadrant. Looking for cutting-edge or uncommon call center features? See if any of the products in the Contenders quadrant fit the bill.

You can download the full FrontRunners for Call Center report here. It contains individual scorecards for each product on the Frontrunners quadrant.

How Are FrontRunners Products Selected?

Products Are Scored Based on User Reviews and Other Data

You can find the full FrontRunners methodology here, but the gist is that products are scored in two areas, Capability and Value.

To be considered at all, products must have at least 10 reviews and meet minimum user rating scores. They also have to offer a core set of functionality—for example, they need some degree of computer-telephone integration (CTI) and need some basic ACD (automatic call distribution) functionality.

From there, user reviews and other product performance details, such as the product's customer base and the features it offers, dictate the Capability and Value scores. Capability is plotted on the x-axis, and Value is plotted on the y-axis.

Got It. But What if I Have More Questions?

Check Out Our Additional Resources!

For more information about FrontRunners, check out the following:

  • Check out the "FrontRunners FAQ for Technology Providers," linked at the top of this page, for more detailed answers and information about how it works.
  •  
  • Check out the complete FrontRunners methodology to understand the scoring.

Have questions about how to choose the right product for you? You’re in luck! Every day, our team of advisors provides (free) customized shortlists of products to hundreds of small businesses.

  • Simply take this short questionnaire to help us match you with products that meet your specific needs.
  •  
  • Or, talk to one of our experienced software advisors about your needs—it’s quick, free, and there’s no-obligation—by calling (844) 687-6771.

One Last Thing—How Do I Reference FrontRunners?

Just Follow Our External Usage Guidelines

Check out the FrontRunners External Usage Guidelines when referencing FrontRunners content. Except in digital media with character limitations, the following disclaimer MUST appear with any/all FrontRunners reference(s) and graphic use:

FrontRunners scores and graphics are derived from individual end-user reviews based on their own experiences, vendor-supplied information and publicly available product information; they do not represent the views of Gartner or its affiliates.

Runners Up

Providers listed as Runners Up were considered for inclusion in the quadrant, but were ultimately not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market.

4PSA VoipNow
Aavaz
Abacus Cloud
ActiveDEMAND
AddSource
Adobe Connect
Advisor
AgentDialer
Aircall
AireContact
Anywhere365 for Skype Business
Aspect Prophecy
Aspect Quality Management
Aspect Via
Aspect Workforce Management
Aspect Zipwire
Asterisk
AT&T Connect
AuguTech
Autodialer
Autom8 Enterprise
Automatic Call Recording
Avaya IP Office
AVOXI Core
BroadcastByPhone
BroadVoice Cloud PBX
Business VoiceEdge
Business VoIP Solutions
bxp software
C-Zentrix
Cabertel
Calabrio Call Recording
Calabrio One Suite
Calibre
Call Analytics
Call Center by Evolve IP
Call Center Dialer
Call Logic
Call Loop
Call SWEET! Worx
Callback Tracker
CallBlitzer
CallBridge
CallCabinet
Callcap
Caller Insight
CallFire Hosted IVR
CallFire Voice Broadcast
CallHippo
CallHub
Callmaker
CALLN
CallPro CRM
CallScripter Synergy
CallShaper
CallTools
CallTrackingMetrics
CallView 360
CASH+ Call Recording Software
Centcom
Cincom Synchrony
Cisco Call Center
Cisco Unified Communications Manager
Clarity Connect
Click2Coach
Clicktools
Cloud Predictive Dialer by 3CLogic
Cloud Predictive Dialer by LeadsRain
Cloud Predictive Dialer by SafeSoft Solutions
Cloud-Based Predictive Dialer
CloudCall
Connect First
ContactPro Hosted Dialler
contactSPACE
Convirza
CrankWheel
Crazy Call
CXM
CyCC
Denali
Desk.com
Dezide
Dialer360
DialersPro Predictive Dialer
DialogTech
DialogTech Call Tracking
Dialpad
Dialshree
Dixa
Dolphin Pro
Dub InterViewer
Dynamics Telephony
Easycall Cloud
eTollFree Predictive Dialer
ETS
Eureka
Exelysis Contact Center
Ez Texting
EZTalks
Fenero
FieldWorkMobility
FluentStream
Focus Contact Center
Fonality
Fonebell Auto-Answer
Free Call
Freshdesk
FreshOffice
FrontSpin
Fuze
Genesis Communications
Genesys
Google Voice
Grasshopper
Greenlight CRM
HappyFox
Hello Hunter
Helpshift
Highfive
HoduCC
Hosted Predictive Dialer
Hot Prospector
IBM Sametime
ICTBroadcast
inConcert Allegro
inContact IVR Software
iNexus
InGenius
InsideSales.com
Intellicon
InterCall
InterDialog UCCS
Intermedia Hosted PBX
InTouch
Intulse
InVision Enterprise WFM
Invoca
IP Phone System
ipbx - enterprise pbx
Irene
itPBX
iuvoDesk Help Desk
IVR Studio
Jive PBX
JustCall
KANA Express
KiteDesk
Kixie
KronoDesk
LiveAgent
LiveOps
LiveVox
LogMeIn Rescue
Marketing 360
Megacall
MegaPath
Metaphor Contact Center
MiContact Center
Microsoft Dynamics CRM
MightyCall
Mikogo
MiVoice
Mobiso Wireless Expense Management
My Sales Dialer
MyOwnConference
nanoRep
Nectar Desk
Nefsis
Netop Live Guide Chat
NetVanta 7100
Newfies-Dialer
neXorce
Nixxis Contact Suite
Noble Systems Suite
Noda Contact Center
Omni-Channel Contact Centre by IFS
OneContact CC
OnSIP Hosted VoIP
Ooma Office
OptifiNow Sales Process Automation
Oracle Contact Center Anywhere
Oracle CX
Oracle Right Now
Oreka TR
OXON
Pacific Timesheet
Parrot Cloud Call Center
PARTH Call Center Suite
PBXMate
Phone.com
PhoneBurner
PhoneCall
PhoneTag
PhoneWagon
PICS
PIMS Dialer
Plum
Predictive Dialer by Innitel
Predictive Dialer by interCloud9
Predictive dialer PBX
Predictive Dilaer
PrimoDialler
ProcedureFlow
Profile Watchdog
PureCloud
QueueMetrics
ReadyTalk
RealPage
RECITE
Restaurant Call Center
Ricochet
Ringio
Ringostat
RingSky
SalesExec
Salesforce
Salesforce.com Service Cloud
Scorebuddy
SendHub
Seratel
SessionCloud
ShoreTel
Sideline
simplyCT All-in-One Virtual Call Center
Sip2Dial cloud call center
Skype
Slingshot VoIP
Smart Queue
SmartAction Speech IVR System
Smiddle
Snapforce
Solgari
SonicView
SpeechLog Recording System
SpiceCSM
SpitFire
Spoke Phone
Storacall
SureVoIP
Switchvox
SwyxWare
SYNTHESYS
SysAid
T-Max Predictive Dialer
Tackle
Talkroute
Telax Hosted Call Center
TelePacific Hosted PBX
Tenfold Sales Dialer
Textedly
Thinking Phones
Third Lane
Toky
TouchStar Dialler
TrueERP
Ubicentrex
UniVoIP
Uno.im Business Phone
Upcall
VanillaSoft Sales CRM Software
VanillaSoft Telephony Solutions
VHT Callback
Virtual PBX
Vivocha
VoApps
Voice Broadcasting
VoiceGuide IVR
VoiceOps
VoIP Call Tracking
VOIPo Hosted PBX
VoIPstudio
Voiptime Cloud
Vontio
VOXOX Hosted PBX
VSLogger Call Recorder
WhatConverts
Whisbi
WinBill
Windstream Virtual PBX VoIP
WordStream Advisor
X-LITE
X5 Cloud Contact Center
XenCall
Xperience
Xtreme Locator
Yonyx
Zeacom Communications Center
Zendesk
Zent.io
Zingtree
Zipwhip
Zoho Support
Zoiper
Zultys MX System

Buyer's Guide

by Justin Guinn,
Market Research Associate
Last Updated: December 12, 2017


Call center systems share characteristics with both standard business phone systems (also known as PBX systems) and customer service/help desk solutions. At the same time, call center software offers a number of dedicated features for both agents and supervisors that can’t be found in other types of business communications solutions.

This buyer’s guide will cover the major differences and points of overlap between these software categories to help you understand which best fits your needs. We’ll also highlight the specific functionality that can only be found in a true call center solution.

Here’s what we’ll cover:

What Is Call Center Software?
Standard Features and Applications
How Call Center Software Differs From PBX and Customer Service Software
What Type of Buyer Are You?
Market Trends to Understand
Recent Events You Should Know About

What Is Call Center Software?

Simply put, this is an umbrella term for applications dedicated for use in either a formal or informal call center. The closely related term “contact center software” is in many cases a synonym, but also refers to features used in call centers that handle a number of communication channels in addition to voice (e.g., email, instant messaging, SMS text, social media and live chat).

Call center software supports the agents whose job it is to assist customers over the phone, or via one of those other channels. It also supports the supervisors who oversee the call center's operations.

Standard Features and Applications

Here are some common functionalities you can expect to find in a typical call center software package:

five9


Agent Desktop Interface in Five9

Automatic Call Distribution (ACD)

Parks incoming calls in a queue, where callers wait until an agent is available.

Most call center systems are capable of a special mode of ACD known as skills-based routing, which distributes calls to agents based on rules that factor in agent skills and performance metrics.

Simpler modes of ACD can be found in standard business phone systems.

Interactive Voice Response (IVR)

The technology underlying the voice menus that allow callers to complete actions over the phone via voice or keypad input.

IVR systems share similarities with auto attendants, but are much more flexible, enabling callers to do things like paying a bill or checking an account balance.

IVR systems are defining components of inbound call center solutions. Businesses that only need to direct callers to the right extension don’t need IVR; a standard business phone system and an auto attendant will suffice.

Computer Telephony Integration (CTI)

A jargon term for integrations between phone systems and customer relationship management (CRM) systems. CTI integrations add features both to CRM systems and call center systems.

CRM systems gain click-to-dial functionality, where agents click on a customer’s phone number in a database of contacts to dial out.

Contact center systems gain “screen pop” (screen population) functionality, or displays that instantly appear on contact center agents’ screens when they receive an inbound call.

Screen pops pull data about the inbound caller from the CRM system to help the agent better manage the interaction.

Auto dialers

Applications that automatically dial numbers from a list or at random. There are 3 major types:

  • Progressive dialers automatically dial a new number when an agent becomes available.
  • Predictive dialers dial multiple phone numbers at once and distribute the answered calls to agents based on availability and wait time.
  • Preview dialers are progressive dialers that allow agents to see details about the upcoming call in the dialing list and choose to accept or reject it.
Workforce scheduling

Enables forecasting of staffing requirements based on historical data.

Performance analytics and reporting

Captures and analyzes information about agent interactions (frequently via integration with a call recording application for easy retrieval of problem calls).

This information is fed into agent scorecards and reports on team-wide statistics such as abandonment rate and average time in queue.

Call center scripting

Enables supervisors to program agent scripts for sales calls and customer service calls. Also allows supervisors to control operational rules for calls and generates fields that feed data from calls into the CRM system.

Monitor/whisper/barge

These are three standard call control features used by call center supervisors:

  • Monitor allows supervisors to listen in on calls without the agent or caller knowing.
  • Whisper allows supervisors to coach agents without the other party on the line hearing.
  • Barge allows supervisors to immediately join the calls they’ve been monitoring.

How Call Center Software Differs from PBX and Customer Service Software

Call center systems are built on the same technology as business phone systems, and offer many of the same features. Additionally, help desk and customer service solutions can be viewed as a specialized category of contact center software.

Here are the major differences:

  • Standard business phone service providers don’t offer applications such as IVR, dialers and skills-based routing.
  •  
  • Call center systems are only appropriate for employees who are working in sales or support teams, though some systems include features for front office employees. Many call center vendors also offer standard phone systems and can deploy both, if needed.
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  • Licenses for call center systems are, on average, significantly more expensive than licenses for standard phone systems.
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  • Help desk and customer service solutions offer “trouble ticketing” functionality, i.e. when a customer contacts support, a ticket is created to help agents track the issue until it’s resolved. This functionality can be added to call center systems, but it requires integration with a CRM system.
  •  
  • Help desk and customer service solutions are only appropriate for inbound contact centers—they don’t offer features for managing sales campaigns in outbound contact centers.
  •  

Similarities and Differences Between Call Center, PBX and Customer Service Software

What Type of Buyer Are You?

We’ve already seen that there’s significant overlap between call center systems, business phone systems and customer service systems. Different categories of buyers will need different types of solutions:

  • Small offices needing call queueing can usually make do with a standard business phone system. (See examples here.)
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  • Outbound call centers focusing on sales will need a dedicated call center system such as the examples listed on this page.
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  • Inbound call centers focusing on support can use either:
    • A call center system integrated with a separate CRM system for trouble ticketing functionality.
    •  
    • A customer service or help desk system with built-in trouble ticketing functionality.
  •  
  • Collections agencies need to work with vendors specializing in deployments for this industry segment. These vendors offer tools to help maximize debt recovery rates and to ensure that call centers operate in compliance with applicable regulations.
  •  
  • Virtual contact centers, i.e. contact centers that rely heavily on remote workers, will need solutions that offer robust mobile apps and softphones.
  •  

Market Trends to Understand

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. The following trends are particularly important to consider when selecting a solution:

Multi-channel contact centers. As more customers seek to engage businesses through other channels than voice (e.g., SMS text, live chat and email), contact center software has evolved to enable agents to interact via these additional channels. Interactions across all channels in a multi-channel system feed into a unified agent queue.

Social media. Contact center software vendors are increasingly offering modules that allow agents to manage interactions via social media sites such as Twitter and Facebook. New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing.

Virtual queuing/Web callback. Traditionally, callers had to wait on hold to maintain their place in an ACD queue. Now, a new technology known as Web callback or virtual queueing allows callers to “virtually” hold their place in the queue after they hang up in order to receive a callback later.

While this technology has proven popular with consumers, it’s still not a standard offering in call center systems. If this is a must-have feature, you’ll need to shortlist vendors that offer it.

Speech/text analytics. Call center reporting traditionally focused on metrics such as call length and call abandonment. Now, systems are emerging that can analyze audio data to detect anger, frustration and other emotions in callers’ vocal tones. The results of this analysis can be used to identify trends in the performance of agents and the contact center as a whole.

Text analytics is used to scour textual interactions (e.g., emails, SMS text messages and instant messages) for certain keywords that indicate frustration or satisfaction on the part of the customer. While powerful, these tools are still relatively rare offerings compared to standard applications such as ACD and call recording.

Recent Events You Should Know About

Avaya Inc. Files for Chapter 11. Continuing in its struggle to shed the company’s hardware division, call center IT stalwart Avaya Inc. filed for Chapter 11 bankruptcy in January 2016. The company was facing a mountainous debt reaching $6.3 billion.

Genesys acquires Interactive Intelligence. In a move to improve and expand its omnichannel communications and customer experience solutions portfolio, contact center company Genesys acquired Interactive Intelligence for $1.4 billion in December 2016.

BroadSoft Ranks as Visionary in Contact Center as a Service Magic Quadrant. For the second year in a row cloud contact center provider BroadSoft has been recognized as a Visionary in Gartner’s Magic Quadrant for Contact Center as a Service (CCaaS).

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