Best 10 Contact Center Software: Top Solution in 2023

Zendesk Talk is a cloud-based contact center software solution that is part of the Zendesk customer service platform. It offers a range of features to help businesses deliver exceptional customer support and streamline their contact center operations. Here are some key features of Zendesk Talk:

• Integrated Voice Support: Zendesk Talk allows businesses to handle customer interactions through voice calls. It provides a phone system within the Zendesk platform, enabling agents to make and receive calls directly from their Zendesk interface.
• Call Routing and IVR: Zendesk Talk includes automatic call routing capabilities to direct incoming calls to the most appropriate agents based on predefined rules, such as skills or availability. It also offers Interactive Voice Response (IVR) functionality, allowing callers to navigate through self-service menus and reach the right department or information.
• Click-to-Call and Call Logging: Agents can initiate calls with customers directly from their Zendesk interface using click-to-call functionality. The software also logs call details, recording call duration, notes, and other relevant information for future reference.
• Call Recording and Voicemail: Zendesk Talk supports call recording, allowing businesses to capture and store customer conversations for quality assurance, training, or compliance purposes. It also offers voicemail capabilities to ensure callers can leave messages when agents are unavailable.
• Real-Time Analytics and Reporting: The software provides real-time analytics and reporting on call volume, wait times, agent performance, and other key metrics. This data helps managers and supervisors monitor contact center performance, identify areas for improvement, and make data-driven decisions.
• CTI Integration: Zendesk Talk seamlessly integrates with Customer Relationship Management (CRM) systems and other business tools, enabling agents to access customer information and interaction history during calls. This integration enhances the agent’s ability to provide personalized and contextualized support.
• Call Monitoring and Whisper Coaching: Supervisors can monitor live calls, listen in to conversations, and provide guidance to agents through whisper coaching. This feature helps improve agent performance and ensures consistent service quality.
• International Phone Numbers: Zendesk Talk offers international phone numbers in over 40 countries, allowing businesses to establish a global presence and provide local support to customers in different regions.
• Support Ticket Integration: Zendesk Talk integrates with Zendesk’s ticketing system, allowing agents to convert phone conversations into support tickets for seamless issue tracking and follow-up.
• Multichannel Support: While Zendesk Talk primarily focuses on voice calls, it can be combined with other Zendesk products to provide multichannel support. The Zendesk platform supports channels such as email, live chat, social media, and more, creating a unified customer service experience.

Overall, Zendesk Talk provides businesses with a flexible and integrated solution for managing voice-based customer interactions. Its seamless integration with the Zendesk platform and other communication channels makes it a comprehensive contact center software option for businesses looking to deliver excellent customer support.

NICE inContact is a cloud-based contact center software solution that offers a comprehensive set of features and capabilities to help businesses deliver exceptional customer experiences. Here are some key features of NICE inContact:

1. Omnichannel Routing: NICE inContact enables businesses to handle customer interactions across multiple channels, including voice calls, email, chat, SMS, social media, and more. It ensures consistent and seamless customer experiences across all communication channels.
2. Automatic Call Distribution (ACD): NICE inContact’s ACD functionality intelligently routes incoming calls to the most appropriate agents based on predefined criteria such as skills, availability, and customer priority. This ensures efficient call handling and reduced wait times.
3. Interactive Voice Response (IVR): NICE inContact’s IVR system provides self-service options to callers, allowing them to navigate through automated menus and resolve simple inquiries without agent assistance. This frees up agents to focus on more complex customer interactions.
4. Workforce Optimization: NICE inContact offers a range of workforce optimization tools, including workforce management, quality management, performance tracking, and coaching capabilities. These tools help businesses optimize agent productivity, improve service quality, and enhance overall contact center performance.
5. Real-Time Analytics and Reporting: NICE inContact provides robust real-time reporting and analytics capabilities. Supervisors and managers can access and analyze key performance metrics, agent activities, and customer interactions in real-time, enabling data-driven decision-making and performance improvements.
6. CRM Integration: NICE inContact integrates with popular CRM systems, providing agents with access to customer information, interaction history, and personalized insights. This integration helps agents deliver more personalized and contextually relevant customer service.
7. Outbound Dialing: NICE inContact offers predictive, preview, and progressive dialing capabilities to optimize outbound calling campaigns. These features help businesses increase agent efficiency, maximize connection rates, and improve campaign results.
8. Call Recording and Monitoring: NICE inContact allows businesses to record and monitor customer interactions for quality assurance and compliance purposes. Supervisors can listen to recorded calls, provide feedback, and monitor agent performance to ensure consistent service delivery.
9. Advanced Routing and Queue Management: NICE inContact offers advanced routing capabilities, such as skills-based routing and priority routing, to ensure that customer inquiries are directed to the most suitable agents for efficient issue resolution. The solution also provides queue management features to optimize wait times and customer satisfaction.
10. Scalability and Reliability: NICE inContact is built on a scalable and reliable cloud infrastructure, allowing businesses to easily scale their contact center operations based on changing needs. The cloud-based nature of the solution ensures high availability, data security, and disaster recovery capabilities.

NICE inContact is known for its robust feature set, scalability, and flexibility, making it a popular choice for businesses of all sizes looking to enhance their contact center operations and deliver superior customer experiences.

5. Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud-based contact center software solution offered by Cisco Systems. It provides a comprehensive set of features and capabilities to help businesses deliver exceptional customer service and streamline their contact center operations. Here are some key features of Cisco Webex Contact Center:

Multichannel Support: Cisco Webex Contact Center enables businesses to engage with customers across multiple channels, including voice calls, email, web chat, SMS, social media, and more. It provides a unified platform for handling customer interactions across these various channels.

Intelligent Routing: Cisco Webex Contact Center uses advanced algorithms to intelligently route customer inquiries to the most appropriate agents based on skills, availability, and other predefined criteria. This ensures efficient call handling and optimal resource utilization.

Interactive Voice Response (IVR): Cisco Webex Contact Center includes IVR capabilities to provide self-service options to callers. Customers can navigate through automated menus to find information or resolve simple inquiries without agent assistance.

Outbound Campaign Management: The solution offers outbound dialing capabilities for proactive customer engagement, such as sales campaigns or appointment reminders. It supports preview, progressive, and predictive dialing modes to optimize outbound calling efficiency.

Analytics and Reporting: Cisco Webex Contact Center provides robust analytics and reporting tools to monitor contact center performance and gain insights into customer interactions. Real-time and historical reports enable supervisors and managers to track key metrics, agent performance, and customer satisfaction.

CRM Integration: Cisco Webex Contact Center integrates with popular CRM systems, allowing agents to access customer information and interaction history during customer interactions. This integration enables agents to provide personalized and contextually relevant support.

Workforce Management: Cisco Webex Contact Center includes workforce management features such as agent scheduling, forecasting, and adherence monitoring. These tools help optimize staffing levels, ensure agent availability, and maximize productivity.

Quality Management: The solution offers call recording and quality monitoring capabilities to ensure service quality and compliance. Supervisors can listen to recorded calls, evaluate agent performance, and provide feedback and coaching for continuous improvement.

Collaboration Tools: Cisco Webex Contact Center integrates with Cisco collaboration tools, enabling agents to collaborate with subject matter experts and other team members to resolve customer inquiries efficiently.

Scalability and Reliability: Cisco Webex Contact Center is built on a scalable and reliable cloud infrastructure. It provides high availability, security, and disaster recovery capabilities to ensure uninterrupted contact center operations.

Cisco Webex Contact Center is known for its robust feature set, seamless integration with Cisco collaboration tools, and the ability to leverage the broader Cisco ecosystem. It is suitable for businesses of all sizes looking to enhance their contact center operations and deliver exceptional customer experiences.

6. Avaya Aura Call Center Elite

Avaya Aura Call Center Elite is a contact center software solution offered by Avaya, a leading provider of communication and collaboration solutions. It is designed to help businesses deliver exceptional customer experiences and optimize their contact center operations. Here are some key features of Avaya Aura Call Center Elite:

• Automatic Call Distribution (ACD): Avaya Aura Call Center Elite uses intelligent ACD capabilities to route incoming calls to the most appropriate agents based on customizable criteria such as skills, availability, and customer priority. This ensures efficient call handling and reduced wait times.
• Skills-Based Routing: The solution supports skills-based routing, which matches customer inquiries with agents possessing the specific skills required to address those inquiries. This ensures that customers are connected to the most qualified agents for efficient issue resolution.
• Multichannel Support: Avaya Aura Call Center Elite enables businesses to handle customer interactions across multiple channels, including voice calls, email, chat, SMS, and social media. It provides a unified platform for managing customer interactions across these various channels.
• Interactive Voice Response (IVR): Avaya Aura Call Center Elite includes IVR capabilities that allow customers to navigate through automated menus and resolve simple inquiries without agent assistance. IVR can provide self-service options and help reduce agent workload.
• Real-Time Monitoring and Reporting: The solution provides real-time monitoring and reporting tools to track key metrics, agent performance, and overall contact center performance. Supervisors and managers can gain insights into call volumes, wait times, and service level adherence for better decision-making.
• Agent Productivity Tools: Avaya Aura Call Center Elite offers features to enhance agent productivity, such as call queuing, call recording, and conferencing capabilities. These tools enable agents to handle calls efficiently and collaborate with other team members as needed.
• Outbound Campaign Management: The solution supports outbound campaign management, including preview, progressive, and predictive dialing modes. This enables businesses to proactively engage with customers for sales campaigns, surveys, or appointment reminders.
• CRM Integration: Avaya Aura Call Center Elite integrates with popular CRM systems, providing agents with access to customer information, interaction history, and personalized insights. This integration enhances the agent’s ability to provide personalized and contextually relevant support.
• Workforce Optimization: The solution includes workforce optimization features such as agent scheduling, adherence monitoring, and performance tracking. These tools help optimize staffing levels, ensure agent availability, and maximize productivity.
• Scalability and Reliability: Avaya Aura Call Center Elite is built on Avaya’s robust and scalable communication platform. It offers high availability, scalability, and reliability to meet the demands of contact centers of all sizes.

Avaya Aura Call Center Elite is known for its robust feature set, scalability, and integration capabilities. It is suitable for businesses looking to enhance their contact center operations, improve customer experiences, and drive overall contact center performance.

Talkdesk is a cloud-based contact center software solution that helps businesses deliver excellent customer service experiences. It offers a wide range of features and capabilities to optimize contact center operations. Here are some key features of Talkdesk:

• Omnichannel Support: Talkdesk enables businesses to handle customer interactions across various channels, including voice calls, email, chat, SMS, social media, and more. It provides a unified platform for managing and routing interactions across these channels.
• Automatic Call Distribution (ACD): The solution offers intelligent ACD capabilities to route incoming calls to the most appropriate agents based on customizable criteria such as skills, availability, and customer data. This ensures efficient call handling and reduces customer wait times.
• Interactive Voice Response (IVR): Talkdesk includes IVR functionality that allows businesses to create customized voice menus and self-service options for customers to navigate and resolve simple inquiries without agent assistance.
• Real-Time Analytics and Reporting: Talkdesk provides real-time analytics and reporting tools to monitor contact center performance and gain insights into key metrics, agent activity, and customer experiences. Supervisors and managers can make data-driven decisions and track performance in real-time.
• CRM Integration: Talkdesk integrates with popular CRM systems, allowing agents to access customer information and interaction history during customer conversations. This integration enhances agent productivity and enables personalized and contextually relevant customer interactions.
• Workforce Management: Talkdesk offers workforce management capabilities such as agent scheduling, forecasting, and adherence monitoring. These tools help optimize staffing levels, ensure agent availability, and maximize productivity.
• Quality Management: The solution includes features for call recording, monitoring, and quality assurance. Supervisors can review recorded calls, evaluate agent performance, and provide feedback and coaching for continuous improvement.
• Real-Time Agent Guidance: Talkdesk provides real-time guidance and suggestions to agents during customer interactions. This feature helps agents deliver consistent and high-quality customer service by providing prompts, recommended responses, and access to relevant knowledge bases.
• Call Queuing and Callback: Talkdesk offers call queuing capabilities to manage high call volumes efficiently. It also provides a callback feature that allows customers to request a callback instead of waiting on hold, reducing customer frustration and optimizing agent availability.
• Open API and Integrations: Talkdesk offers an open API that allows businesses to integrate with other systems and tools. It supports integrations with CRM systems, help desk software, workforce optimization tools, and more, providing flexibility and seamless workflows.

Talkdesk is known for its user-friendly interface, scalability, and extensive integration capabilities. It is suitable for businesses of all sizes looking to enhance their contact center operations and deliver exceptional customer experiences.

9. Aspect Via

Aspect Via is a comprehensive contact center software solution offered by Aspect Software. It provides a wide range of features and capabilities to help businesses deliver exceptional customer experiences and optimize their contact center operations. Here are some key features of Aspect Via:

1. Omnichannel Engagement: Aspect Via enables businesses to engage with customers across multiple channels, including voice calls, email, chat, SMS, social media, and more. It provides a unified platform for managing and routing interactions across these channels, ensuring consistent and seamless customer experiences.
2. Intelligent Routing: The solution offers intelligent routing capabilities to ensure that customer inquiries are directed to the most appropriate agents based on skills, availability, and customer data. This optimizes call handling efficiency and reduces customer wait times.
3. Interactive Voice Response (IVR): Aspect Via includes IVR functionality that allows businesses to create customized voice menus and self-service options for customers to navigate and resolve simple inquiries without agent assistance. IVR can provide personalized and efficient customer service.
4. Real-Time and Historical Reporting: Aspect Via provides real-time and historical reporting and analytics tools to monitor contact center performance, track key metrics, and gain insights into agent activity and customer interactions. This data-driven approach helps in making informed decisions and improving operational efficiency.
5. CRM Integration: Aspect Via integrates with popular CRM systems, providing agents with access to customer information, interaction history, and personalized insights. This integration enhances agent productivity and enables personalized and contextually relevant customer interactions.
6. Workforce Optimization: Aspect Via offers workforce optimization features, including workforce management, quality management, performance tracking, and coaching capabilities. These tools help optimize agent productivity, improve service quality, and enhance overall contact center performance.
7. Predictive Analytics: The solution utilizes predictive analytics to identify trends, patterns, and customer behavior. This helps in proactive decision-making, anticipating customer needs, and providing personalized service.
8. Call Recording and Quality Monitoring: Aspect Via enables call recording and quality monitoring for quality assurance and compliance purposes. Supervisors can review recorded calls, evaluate agent performance, and provide feedback for continuous improvement.
9. Outbound Engagement: The solution supports outbound engagement, including proactive customer outreach, sales campaigns, and surveys. It offers features such as preview and predictive dialing for efficient outbound calling.
10. Scalability and Reliability: Aspect Via is built on a scalable and reliable cloud infrastructure, allowing businesses to easily scale their contact center operations based on changing needs. The cloud-based nature of the solution ensures high availability, data security, and disaster recovery capabilities.

Aspect Via is known for its robust feature set, scalability, and its ability to support large enterprise contact centers. It provides a comprehensive solution for businesses looking to enhance their contact center operations, improve customer experiences, and drive operational efficiency.

10. Freshcaller

Freshcaller is a cloud-based contact center software offered by Freshworks. It is designed to help businesses manage their inbound and outbound customer communications efficiently. Freshcaller offers a range of features and capabilities to streamline contact center operations. Here are some key features of Freshcaller:

1. Call Routing: Freshcaller provides intelligent call routing capabilities to ensure that incoming calls are directed to the most appropriate agents or teams based on predefined criteria such as skills, availability, and customer data. This helps in optimizing call distribution and improving customer satisfaction.
2. Interactive Voice Response (IVR): Freshcaller includes IVR functionality that allows businesses to create customized voice menus and self-service options for callers. IVR helps customers navigate through menu options to find the information or support they need, reducing the need for agent assistance for routine inquiries.
3. Call Monitoring and Recording: Freshcaller allows supervisors to monitor calls in real-time to ensure quality and compliance. It also provides call recording capabilities for reviewing and evaluating customer interactions for training purposes and quality assurance.
4. Inbound and Outbound Calling: Freshcaller supports both inbound and outbound calling. Agents can make outbound calls directly from the system, track call outcomes, and maintain a history of customer interactions. It also offers features like click-to-call for streamlined calling.
5. Call Analytics and Reporting: Freshcaller provides analytics and reporting tools to track and analyze key call metrics, agent performance, and customer experiences. Supervisors and managers can gain insights into call volume, wait times, call durations, and other metrics for data-driven decision-making.
6. CRM Integration: Freshcaller integrates with popular CRM systems, allowing agents to access customer information and interaction history during calls. This integration helps agents provide personalized and contextually relevant support and improves overall customer experience.
7. Collaborative Features: Freshcaller offers collaborative features such as call conferencing and call transfers. Agents can easily collaborate with team members or subject matter experts to resolve customer inquiries effectively.
8. Voicemail and Call Queuing: Freshcaller supports voicemail functionality, allowing customers to leave messages when agents are unavailable. It also includes call queuing capabilities to manage high call volumes efficiently, minimizing customer wait times.
9. International Phone Numbers: Freshcaller provides the option to purchase international phone numbers, allowing businesses to establish a local presence in different regions and provide support to customers globally.
10. Scalability and Flexibility: Freshcaller is built on a scalable cloud infrastructure, allowing businesses to easily scale their contact center operations as needed. It offers flexibility in terms of adding or removing agents and accessing the software from anywhere with an internet connection.

Freshcaller is known for its user-friendly interface, ease of implementation, and integration capabilities. It is suitable for businesses of all sizes looking to streamline their contact center operations, improve customer service, and enhance agent productivity.

Benefits of using contact center softwares

Using contact center software offers several benefits for businesses. Here are some key advantages:

Improved Customer Service: Contact center software helps businesses deliver exceptional customer service experiences. Features like intelligent call routing, IVR, and omnichannel support ensure that customers are connected to the right agent quickly and efficiently. Agents can access customer information, interaction history, and personalized insights, enabling them to provide personalized and contextually relevant support. This leads to increased customer satisfaction and loyalty.

Enhanced Productivity: Contact center software streamlines contact center operations and improves agent productivity. Features such as automatic call distribution, call queuing, and collaborative tools enable efficient call handling and collaboration among agents. Integration with CRM systems eliminates the need for manual data entry and improves workflow efficiency. Automation of routine tasks frees up agents’ time, allowing them to focus on more complex customer inquiries.

Scalability and Flexibility: Contact center software, particularly cloud-based solutions, offer scalability and flexibility. Businesses can easily scale their contact center operations up or down based on fluctuating call volumes or business needs. Cloud-based solutions also provide flexibility in terms of accessing the software from anywhere with an internet connection, enabling remote and distributed teams.

Cost Efficiency: Contact center software can lead to cost savings for businesses. Cloud-based solutions eliminate the need for upfront infrastructure investments and ongoing maintenance costs. Pay-as-you-go pricing models allow businesses to pay only for the actual usage of the software. Additionally, features like IVR and self-service options reduce the need for agent intervention in routine inquiries, optimizing agent utilization and reducing labor costs.

Analytics and Insights: Contact center software provides powerful analytics and reporting capabilities. Businesses can track key metrics, monitor agent performance, and gain insights into customer behavior and trends. This data-driven approach helps in making informed decisions, optimizing processes, and identifying areas for improvement. Real-time analytics enable supervisors to take immediate action to address issues or adjust resources as needed.

Integration Capabilities: Contact center software integrates with other business systems and tools, such as CRM, help desk, or workforce management solutions. This integration ensures a seamless flow of information and enhances overall operational efficiency. Agents have access to relevant customer information during interactions, reducing response times and improving the quality of service.

Compliance and Security: Contact center software often includes features for call recording, quality monitoring, and compliance management. This helps businesses adhere to regulatory requirements and industry standards. Cloud-based solutions offer robust security measures, including data encryption, access controls, and regular backups, ensuring the safety and privacy of customer data.