Contact Center Software

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Showing 1 - 20 of 165 products
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Showing 1 - 20 of 165 products

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

5.00 (1 reviews)

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

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

4.84 (87 reviews)

contactSPACE

contactSPACE is a cloud-based callcenter solution which helps small to large-sized organizations manage contacts and track agent performance. Its key features include dynamic call adaption, voice recording, call prioritization, ro...Read more

4.82 (11 reviews)

LiveAgent

LiveAgent is an online Help Desk 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 a...Read more

Genesys Cloud CX

Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use...Read more

3CLogic

3CLogic’s Cloud Contact Center Solutions offers applications to manage inbound, outbound, blended or multi-channel communications. The solution is suitable for call centers of all sizes. 3CLogic is able to manage internal and...Read more

4.31 (49 reviews)

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Click2Coach

Click2Coach Cloud is a full-featured Business VoIP platform offering tailored evaluations for each employee, comprehensive analytics tracking, and many other features. It boasts a quick implementation. ...Read more

0.00 (2 reviews)

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Convoso

Since 2006, Market Dialer has been helping businesses boost efficiency by up to 400%. Small to mid-sized businesses with a need for predictive dialing are a perfect fit for this scalable web-based phone system....Read more

4.50 (32 reviews)

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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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Software pricing tips

Read our Contact Center Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

Clarabridge

Clarabridge CX Analytics is a cloud-based business intelligence platform that allows users to analyze and pull insights from various sources including social media channels, review sites, surveys and more. Clarabridge CX Anal...Read more

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Cisco Unified Intelligent Contact Management Enterprise

Cisco Unified Intelligent Contact Management Enterprise (Cisco Unified ICM) is a cloud-based contact management solution designed for midsize and large companies. It assists users in contact routing, network-to-desktop telephony i...Read more

0.00 (1 reviews)

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Clarity Connect

Clarity Connect is a call center management solution suitable for concurrent users and for organizations across a variety of industries. Clarity Connect is a contact center solution that runs on the Skype for business It help...Read more

3.67 (9 reviews)

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CloudAgent

CloudAgent is a cloud-based call center solution that enables businesses to engage and interact with customers via multiple channels including voice, chat, email, SMS messages and social media platforms. Professionals can utilize ...Read more

4.48 (29 reviews)

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CloudCall

CloudCall is a cloud-based telecommunications and business VoIP solution. Key features include power dialer, call reports, real-time dashboards and automatic call distribution (ACD). The cloudcall portal helps in managing org...Read more

4.11 (36 reviews)

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Contivio Contact Center

Contivio Contact Center is a cloud-based contact center management (CRM) solution for small and large businesses. The solution helps sales teams, marketing groups and service operations to manage customer service and sales. Key fe...Read more

3.25 (12 reviews)

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Bitrix24

Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ...Read more

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Channels

Channels is a customer service solution for call centers and client success teams that offers tools including channel management, live chat, call management, eCommerce integration, contact history, and more. With Channels, users c...Read more

4.83 (36 reviews)

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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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Efficy CRM

At last, a CRM solution that truly adapts to your needs! Our mission is to help each company or organisation succeed by helping it to transform its customer data into customer knowledge while simplifying the work of its employees...Read more

3.98 (83 reviews)

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Popular Contact Center Comparisons

Buyers Guide

Last Updated: June 30, 2021

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.