Why you can trust GetVoIP + Our Research Methodology

We follow strict editorial guidelines and are committed to bringing you unique, independently researched, and valuable information.

We shopped each vendor on this list to finalize our picks for the best contact center software. We analyzed them according to important system features (essential, premium add-ons, AI), limitations, user experience (mobile and desktop), customer experience handling, deployment and agent onboarding, workforce management, and each provider's inbound and outbound communication channels.

We’ve validated every data point by calling, emailing, obtaining quotes, signing up for service, and live chatting with the service providers.

Editorial Note: We may earn a commission from partner links on GetVoIP guides. Commissions do not impact our opinions or evaluations. For a complete list of partners, please click on the advertiser disclosure link above.

Our latest report reveals our picks for the best call and contact center software for 2024. Written by contact center experts and analysts who conducted extensive hands-on research with leading vendors. Discover the cutting-edge technologies and platforms revolutionizing customer service and enhancing the efficiency of call centers and cloud contact centers.

If there is something you'd like to see on this report or further assessed, please email Reuben Yonatan at ry@getvoip.com.

Editors' Choice
Editors' Choice

Nextiva Intelligent Contact Center

4.6
Quality
Installation
Support
Reliability
Features
Price
4.6 (3173 Reviews)
Learn More
on Nextiva's secure website
$99-$139 per agent/month
Pricing
Omnichannel, Workforce Mgmt, CRM integrations, IVR/IVA, Dialer, Analytics
Capabilities
1-1000+ users
Best For

Nextiva offers three contact center plans that range from $99 to $139 per user per month with an annual plan:

  • Essential ($99 billed monthly): voice-only, with powerful inbound and outbound capabilities in one channel, best-in-class automations and APIs, and real-time dashboards and reporting. All the tools your hybrid contact center needs to deliver exceptional customer experiences, improve agent efficiency, and give your supervisors superpowers.
  • Professional ($119 monthly): omnichannel, which adds text, social media, chat, email, and WhatsApp. The complete voice and digital package. Delight customers – however, wherever and whenever they choose to contact you. Optimize agent performance and quality management with enhanced supervisor support. And drop in advanced AI wherever you need it.
  • Premium ($139 monthly): adds workforce management, multi-screen recording, and advanced CX analytics. Gain insights into every single interaction, and the larger trends affecting your operations. Discover hidden yet transformational patterns to accelerate your business, further delight customers, and forge new efficiencies.

Learn more: for more information, read our detailed review of Nextiva pricing plans.


Nextiva Contact Center is an omnichannel solution known for its native CRM tools, robust VoIP features, and robust outbound dialer. The platform also has a useful screen pop feature, which notifies agents about each inbound call with customer data. Customers and reps can connect via social media messaging, email, website chat, voice calling, SMS, and email. Choose between a voice-only or complete omnichannel call center.

While Nextiva’s contact center offers a user-friendly interface, chatbots, and omnichannel routing, it truly sets itself apart from competitors with its Sales and Social Media add-ons. They cost extra but provide unique functionality, like the ability to monitor your company’s reputation, mentions, and social activity–all in one place. The Sales add-on helps agents track leads through the conversion pipelines, with an omnichannel journey history.

The biggest downside to Nextiva Contact Center is that it still requires an initial purchase of the Nextiva Business Communication software–so contact center capabilities are seen more as an “add-on” than a unique product.


  • AI-powered agent assist: Nextiva Contact Center makes it easier and faster for agents to serve customers by proactively bringing relevant information to an agent (like a knowledge base article) or guiding the agent with the right language to say at that specific moment. AI-based summarization cuts down agent work after interactions are over, which can increase agent efficiency.
  • Social media and reputation management: Nextiva’s social media and reputation-management add-ons are exceptional. They provide one place for team members to easily monitor and respond to customers across social media channels including Twitter, Linkedin, Instagram, and more.
  • Automation, everywhere: Nextiva Contact Center lets you offer exceptional customer care while reducing your agent workloads. It does this by allowing you to take repetitive tasks out of an agent’s hands. Instead of having to draft a follow-up email after a call, Nextiva Contact Center can draft the email, attach relevant files (brochures, etc), and send the email from the agent who talked to the customer. This increases conversions, lowers agent stress levels, and lets businesses of any size offer service like a Fortune 500 company.

  • Skill-based routing: Nextiva routes digital channels–SMS, chat, and email–based on evaluated agent skills, improving customer service and first-contact resolution
  • Easy-to-build workflows: The platform’s workflow designer and bot-creation tools use the same no-code interface, providing a familiar tool that admins can use to build automations across the whole contact center
  • Integrates with UCaaS features: Nextiva also offers internal team collaboration tools with video meetings, team chat, a central file-sharing repository, omnichannel dashboard for internal email, and more. Teams can easily integrate the CCaaS and UCaaS platforms for call center functionality and enhanced team communication.
  • Subpar audio quality: While many alternative providers use the modern Opuc codec, Nextiva’s phone system only uses the G.711 codec. Its audio quality is still superior to landline but captures a more limited audio-frequency range than alternatives.
  • Missed inbound notifications: A few times our system failed to notify users about inbound calls or messages, allowing customer queries to fall through the cracks
  • Lagging customer support: When an administrator needed quick support from Nextiva’s team, it sometimes took several hours–or even over a day–to receive the support. This can potentially cause major problems for companies having issues with their software.

  • Call centers and voice-first contact centers: Nextiva is well-known for cloud-based business VoIP phone service, and its contact center offerings highlight voice as the main channel. The Core plan is a strong voice-only option with a desktop app, offering telephony-focused contact centers a reliable, easy-to-use platform.
  • Companies that use social media for customer communication: Nextiva stands out with Social Media and Reputation Management add-ons that are native within the contact center interface. These add-ons offer single-pane tools to manage social media mentions, interactions, and responses across dozens of social media platforms.
  • Companies with international calling needs: Nextiva’s call center currently only services North America, so call centers with international calling needs should look to other providers
  • Call centers that need extensive supervisor support: While using Nextiva, we felt that its quality management and workforce optimization tools don’t stack up to those of competitors. While some alternatives offer automated forecasting and workflows to support supervisors in providing feedback, Nextiva’s workforce management tools are limited to basic coaching support.

Premium Digital Engagement

4.3
Quality
Installation
Support
Reliability
Features
Price
4.3 (39 Reviews)
Learn More
on Five9's secure website
$149-$229 per agent/month
Pricing
Dialer, Omnichannel support, IVA, CX, Workforce
Capabilities
11-1000+ users
Best For

Five9 offers five contact center plans that range from $149 to $229 monthly per user:

  • Digital ($149 monthly): Digital channels only–chat, email, SMS, and social messaging. Includes agent desktop app, call recording, and workflow automations.
  • Voice ($149 monthly): Blended inbound and outbound voice with desktop app, call recording, and outbound dialer
  • Premium ($169 monthly): Chat, voice, and email, with an outbound auto dialer. Adds quality management features like call monitoring, call recording, coaching, and automated interaction capturing across channels.
  • Optimum ($199 monthly): Adds workforce management features like automated employee scheduling and forecasting
  • Ultimate ($229 monthly): Adds interaction analytics for all channels. Analytics include 100% transcription, interaction scoring, natural language understanding, and sentiment analysis.

Learn more: for more information, read our detailed review of Five9 plans and pricing.


Five9 is an omnichannel contact center software offering voice and digital channels, high-level WFO solutions, AI-powered analytics and automation, and user-friendly workflows.

Five9 is known for leveraging machine learning to optimize employee engagement and workforce management. WFM features like employee forecasting methods, live agent shift bidding, and real-time adherence monitoring eliminate workflow bottlenecks and optimize available agents.

The contact center software distinguishes itself from competitors with its broad use of AI tools, which extract insights from self-service interactions and also support agents during live calls. Five9’s conversation analysis software considers not only customer sentiment and emotion but the tone of their voice.


  • Five9 Dialer: Outbound auto dialer with Power, Progressive, Preview, and Predictive dialing modes alongside real-time DNC list management, disposition times, and CRM integration
  • Five9 Intelligent Virtual Agent (IVA): Omnichannel customer self-service bots with conversational AI, sentiment analysis, Natural Language Understanding, speech recognition, intelligent interaction routing, a no-code interaction flow design tool, and 25 natural-sounding voice options
  • Five9 Digital Engagement: Agents can receive real-time, in-conversation AI Agent Assistance, access WFO tools, move between channels, and manage simultaneous interactions within the Agent Desktop interface

  • Advanced AI: Five9 uses ChatGPT’s large language models to power live transcriptions and post-call summaries, which serve as call records and inform better customer service in real-time
  • Intelligent virtual agents (IVA): Five9’s drag-and-drop designer builds smart IVAs across all channels for customer self-service. Five9’s virtual agent technology includes advanced features like multi-lingual support and sentiment analysis.
  • Supervisor tools: The app’s supervisor dashboard gives managers an easy view of all the tools necessary to oversee their team–call monitoring, workforce management and scheduling, employee performance overviews, and analytics
  • Inconsistent call quality: We experienced some periods of fuzzy audio and latency with Five9, although this only occurred a handful of times
  • Multiple tabs open in the interface: Sometimes while using the Five9 interface, the app opens new tabs for certain features, channels, or pages. This can lead to a cluttered and disorganized user experience.
  • Analytics customization: Five9’s analytics include many customizable features, but the analytics portal’s user interface feels overwhelming and confusing–especially at first

  • Digital-first contact centers: Five9’s digital-only plan simplifies customer-service reps’ experience with a virtual agent builder, workflow designers, and an easy-to-use desktop app that unifies key digital channels.
  • Customer service teams seeking to improve agent coaching: Five9 extensively integrates AI into their workforce management tools, to support supervisors and agents. Real-time transcriptions and AI-generated call summaries reduce agents’ after-work time and automated coaching insights support supervisors.
  • Companies seeking a low-cost option: While Five9’s CCaaS platforms include advanced functionality and AI tools, their cheapest pricing options are $149–roughly twice the cost of some alternatives’ low-tier plans
  • Contact centers that frequently text customers: The digital-only plan is Five9’s only plan that includes SMS texting. None of Five9’s voice or blended plans feature SMS, so teams seeking both SMS and voice must consider an alternative platform.

Dialpad AI Contact Center

4.6
Quality
Installation
Support
Reliability
Features
Price
4.6 (264 Reviews)
Learn More
on Dialpad's secure website
$80 to $150 per user/month
Pricing
Conversational AI, SMS surveys, AI-powered CSAT scores, Customer Enagement
Capabilities
1-1000+ users
Best For

Dialpad offers three contact center plans, ranging in cost from $80 to $150 monthly per user:

  • Essentials ($80 monthly): Inbound voice, IVR, automatic call distribution, call recording, call monitoring with whisper and barge, screen recording, queue callbacks, and basic AI tools like important moment capture
  • Advanced ($115 monthly): Adds digital channels including live chat, email, and social media. Also ads live-agent assistance, digital virtual assistant, call transcriptions, and video meetings
  • Premium ($150 monthly): Adds full AI suite with sentiment detection and scorecards

Learn more: read our complete breakdown of Dialpad pricing for more information.


Dialpad offers some of the most dynamic and comprehensive AI support tools of any contact center on the market. Its CCaaS platform uses AI to power call transcription, live-agent assistance, automated coaching, customer sentiment scoring, and meeting transcription. Dialpad contact center plans integrate the company’s UCaaS platform to provide video meetings and team chat, in addition to the expected CCaaS channels: voice, email, web chat, social media messaging, chatbots, and virtual agents.

Dialpad is a good fit for teams that want AI-agent support, or those prioritizing internal team collaboration in addition to contact center functionality. The platform also has useful phone-system features like call monitoring with whisper and barge, queue callbacks, call distribution, and IVR and IVA menus across channels.

While Dialpad’s native team communication and collaboration features make it stand out in the CCaaS space, its lack of pricing transparency makes it difficult to estimate its overall value.


  • Dialpad AI: Conversational AI for digital deflection, intelligent omnichannel routing, post-call summaries with real-time call transcripts, automated note-taking, action item creation, and knowledge base
  • AI Sales: Add-on providing outbound auto-dialing with CRM integration, custom reports, voicemail drop, automated post-call notes, online video meetings via Dialpad Meetings, local presence dialing, and real-time agent speech recommendations
  • AI CSAT: Automatically collects and analyzes conversations in real-time to provide AI-powered CSAT scores and updates, predictive analytics, agent assist, performance reports, and post-interaction SMS surveys

  • AI video meetings: Dialpad contact center plans include the platform’s video meetings, which include interactive tools like chat and waiting rooms along with AI tools like live transcriptions and post-meeting summaries
  • In-depth customer satisfaction: The platform includes AI-based CSAT detection that tracks customer satisfaction across interactions and maps this data on historical charts. Supervisors can compare customer satisfaction levels over time and between agents.
  • SMS surveys: The contact center supports built-in SMS surveys, which you can customize and automate based on triggers like purchases or agent conversations. These surveys are a unique way to elicit feedback from customers.
  • Lacks customization: The contact center interface and agent dashboard lack the customization options that some alternatives provide
  • Inaccurate transcriptions: While Dialpad provides live transcriptions across video meetings and phone calls, we found these transcriptions inaccurate and unreliable at times
  • Lengthy license removal process: The process for removing licenses from a Dialpad account took a few days longer than we planned. In some cases, this can lead to companies being charged for licenses that no agents are using.

RingCentral Contact Center

3.9
Quality
Installation
Support
Reliability
Features
Price
3.9 (554 Reviews)
Learn More
on RingCentral's secure website
Quote-based pricing
Pricing
WFM, Conversational AI, Real-Time Analytics
Capabilities
1-1000+ users
Best For

RingCentral offers two distinct contact centers–RingCX and RingCentral Contact Center–but does not publicly provide detailed pricing information for either solution.

  • RingCX (starts at $65 monthly): Over 22 communication channels–voice, video, SMS, live chat, email, and social media channels. Includes an auto dialer, real-time reporting, IVR and IVA menus, Workforce Management tools like real-time agent assistance and speech analytics, and more.
  • RingCentral Contact Center (quote-based pricing): Over 30 channels including voice, video, email, and messaging channels. Includes advanced IVR, call and screen recording, advanced surveys and real-time AI agent assistance, post-call speech analytics, and real-time reports.

Learn more: for more details, read our breakdown of RingCentral pricing and plans.


RingCentral offers two contact center software options–the AI-powered RingCX, and a more traditional RingCentral Contact Center. Both platforms integrate smoothly with RingCentral’s industry-leading UCaaS platform and phone system.

RingCX offers a robust suite of AI tools–including automated call transcripts, summaries, keyword tracking, analytics, and coaching. RingCX has over 22 communication channels, an auto dialer technology, surveys, and advanced speech analytics. The CCaaS platform includes RingSense–a sales-focused AI tool that automatically gives insights and sentiment analysis for all calls.

RingCentral contact center offers over 30 channels along with many of the same useful features from RingCX–real-time analytics, customer journey analytics, virtual agents, an auto dialer, and AI-based agent assistance. The main difference is the RingCentral contact center does not include RingSense and therefore does not provide the same in-depth analysis as RingCX.


  • Workforce Engagement Management: Feedback and in-call coaching, interaction analytics, performance gamification, automatic scheduling, call and screen recording, customer feedback, and performance reviews
  • RingSense for Sales: RingCentral’s conversation intelligence software that powers sales interactions across all channels. RingSense transcribes all calls, provides summaries after each call, analyzes sentiment, and uses AI to score each call. RingSense also tracks each agent’s performance and activity over time, viewable in the analytics portal.
  • SmartAssist: Conversational AI tool for voice and chat channels with sentiment analysis, machine learning, 50 pre-built integrations, natural language understanding, escalate to live agent, context switching, and multi-threaded responses

  • Excellent sales support: RingSense is an AI-based software built to boost sales teams, generating unique insights for sales agents and supervisors
  • UCaaS integration: RingCentral’s business phone system is one of the best on the market, and its collaborative UCaaS platform integrates seamlessly with the contact center. Teams already using RingCentral for UCaaS should strongly consider the CCaaS offering.
  • Powerful analytics: The platform includes comprehensive and user-friendly real-time analytics. RingCentral’s analytics pull data from all channels, user activity, IVR and IVA activity, and agent performance evaluations–giving a full view of call center trends.
  • Lack of transparent pricing: RingCentral’s lack of public pricing makes it difficult for teams to know exactly how the provider’s offerings compare with those of competitors
  • Limited integrations: The Contact Center software integrates with some CRM platforms–Salesforce, Zendesk, ServiceNow, and Oracle. However, it lacks integrations with analytics tools and some popular CRM platforms like HubSpot.
  • No customizability: While some alternatives allow admins to customize the user dashboard display, we were not able to customize RingCentral’s user interface

  • Those with complex routing needs: Companies with multiple departments, whose customers call for various reasons, will benefit from RingCentral’s intricate routing options. The platform includes AI-based digital routing, skill-based routing, plus built-in queue callbacks to manage call centers with a busy inbound call load.
  • Outbound sales departments: The platform includes various proactive outreach tools that augment sales efforts. Features like outbound auto dialers, advanced list management for dynamic customer profiles, and automated contact preferences help organize sales tactics.
  • Those seeking to integrate CCaaS with third-party software: RingCentral’s contact center integrates with 8 third-party tools, including Salesforce, Oracle, and Spice CRM. However, it does not integrate with key tools like HubSpot, Slack, and many other platforms that other contact centers support.
  • Support teams that want highly conversational chatbots: RingCentral lets you create virtual agents for phone and digital channels, but we found the chatbots to have limited conversational abilities. Customers must reply with buttons or predetermined responses. On the other hand, some alternatives let teams build adaptive chatbots that use natural language understanding for more dynamic interactions.

NICE CXone

4.3
Quality
Installation
Support
Reliability
Features
Price
4.3 (57 Reviews)
Learn More
$71 to $209 per user/month
Pricing
Dialer, Conversational AI, Self-Service Tools, Workforce, IVR/IVA
Capabilities
200-1000+ users
Best For

NICE CXone offers six contact center plans that range from $71 to $209 monthly per user. The lower-tier three plans focus on voice, digital, or omnichannel support, while the higher-tier three plans add analytics, AI, and performance optimization tools.

  • Digital Agent ($71 monthly): Digital agent routing for thirty channels including email, SMS texting, live chat, messaging apps, social media messaging, and more. Includes an agent and supervisor workspace, data reports, and digital conversation recording.
  • Voice Agent ($94 monthly): Queueing and interaction handline for voice. Includes self-service IVR, reports, and voice recording.
  • Omnichannel Agent ($110 monthly): Adds blended routing for all digital and voice channels, plus the features described above
  • Essential Suite ($135 monthly): Adds Quality Management tools–agent desktop screen recording, and quality management workflows with coaching and rich evaluation options. Also adds a dedicated supervisor workspace with real-time omnichannel workflow monitoring.
  • Core Suite ($169 monthly): Adds Workforce Management and Performance Reporting–omnichannel AI forecasting, an agent mobile app for shift scheduling, adherence insights, and agent KPIs
  • Complete Suite ($209 monthly): Adds Analytics and Voice of Customer (VOC)–AI-driven omnichannel analytics across all interactions, sentiment analysis, in-depth reporting, and VOC capture

Learn more: for more details, read our review of NICE CXone pricing and plans.


NICE CXOne is a contact center software with over 40 communication channels, automated self-service, employee engagement tools, and features for customer journey optimization. It sets itself apart from competitors not only by offering more communication channels than most but also by enabling users to create intelligent self-service tools.

NICE’s Enlighten Autopilot feature lets you augment self-service tools like IVR and IVAs with knowledge base content, pulled from articles and webpages. Paired with NICE’s Natural Language Understanding (NLU), this creates helpful self-service systems for your customers.

NICE also lets teams implement AI for live-agent support. The Enlighten AI conversation analysis tool measures 100% of omnichannel customer interactions in real-time. This information informs suggested agent responses for better customer service.

NICE uses AI for routing as well, to ensure omnichannel tasks reach the optimal agent. Admins can check routing summaries and KPIs particularly related to routing, such as the percentage of calls influenced by automated menus and the number of seconds saved per call.


  • Proactive Dialer: AI-powered outbound auto dialer that automatically contacts customers across any channel, not just voice. The software dials from a campaign list, automatically connecting calls, segmenting customer profiles, and qualifying leads.
  • My Agent Assist (MAX): Agent interface containing CRM data, customer sentiment analysis, smart interaction routing, and agent inbox allowing for multichannel, single channel, and omnichannel queues
  • Enlighten AI: Omnichannel conversational AI tool providing automated in-conversation assistance, omnichannel routing, prescriptive and predictive insights, complaint management, soft skill scoring, proactive engagement

  • Cost-effective digital plan: CXone’s digital plan costs just $71, which is the cheapest contact center plan on our list. For teams that don’t need voice, the plan provides great value.
  • 360-degree performance monitoring: The platform tracks interactions and agent performance across all channels, with transcripts and AI analysis for metrics like customer sentiment. This makes it much easier for supervisors to retain visibility across large teams.
  • Easy-to-digest analytics: While some alternatives package their analytics in complicated reports, we found it easy to understand the analytics and KPIs in NICE CXone
  • Agent self-monitoring: While supervisors retain an in-depth view of agent performance, agents themselves often are left in the dark about how they’re doing. The platform doesn’t provide a way for agents to monitor their own performance.
  • Confusing script setup: We found it somewhat confusing to create scripts and call flows for our IVR menus and IVR systems. The drag-and-drop designer feels cluttered.
  • Spotty voice quality with wireless: While we experienced consistently high audio quality with a wired Ethernet connection, we experienced some latency on calls when connected to the Internet via WiFi

  • For those seeking customer data and journey insights: CXone’s Voice of the Customer and Customer Feedback Management features gather data across all communication channels, touchpoints, and paths–including bot interactions–to identify customer friction points and preferences. Administrators can use this data to refine customer service strategies.
  • Call centers that need help with shift scheduling: NICE includes AI-based omnichannel forecasting, which automatically estimates staffing needs and schedules agents. The software also includes a mobile app for agents to set their own schedules, simplifying supervisors’ workflows.
  • Those seeking a simple interface: Our research shows NICE CXone’s agent dashboard and analytics portal feels crowded and overwhelming, with a steep learning curve due to the abundance of features and menu options. Those seeking a simple call-center interface should consider alternatives.
  • Supervisors monitoring a large number of agents: NICE CXone’s Live Monitoring page lets administrators view multiple departments and agents at once, jumping between them and joining calls live. However, we found it difficult to set up the Live Monitoring page with the supervision features we wanted, while other CCaaS platforms made it easier for supervisors to observe multiple departments.

Genesys Cloud CX

4.2
Quality
Installation
Support
Reliability
Features
Price
4.2 (53 Reviews)
Learn More
$75 to $155 per user/month
Pricing
Voice and Digital IVAs, WFO, Outbound Dialers, Customer Journey, Surveys
Capabilities
11-1000+ users
Best For

Genesys Cloud offers three pricing packages, broken into five pricing plans that range from $75 to $155 monthly per user. The two higher-tier packages, Genesys Cloud 2 and 3, offer digital-only and blended options.

  • Genesys Cloud 1 ($75 monthly): Voice-only contact center with IVR, customizable employee workspace on desktop, integrations with a variety of CRM systems and unified communications platforms.
  • Genesys Cloud 2, Digital ($95 monthly): Digital-only contact center with email, live web chat, SMS, messaging apps, and more. Adds a knowledge base, quality management with call monitoring, screen recording, and AI-enhanced evaluations.
  • Genesys Cloud 2, Digital and Voice ($115 monthly): Adds voice, including quality management and interaction analytics. Adds outbound dialer software.
  • Genesys Cloud 3, Digital + WEM ($135 monthly): Digital-only contact center that adds workforce engagement capabilities–AI-powered scheduling and forecasting, AI-powered interaction analytics with trend and sentiment analysis across interactions, topic detection.
  • Genesys Cloud 3, Digital + WEM + Voice ($155 monthly): Adds voice, with transcription, analytics, and all other features mentioned above

Learn more: for more details on Genesys pricing structure, read our detailed review of Genesys Cloud CX.


Genesys Cloud CX is an omnichannel customer self-service and call center platform with 350+ pre-built integrations, voice and digital IVAs, and predictive engagement analytics.

Genesys has omnichannel communication features like customer-agent co-browsing, email routing, concurrent chat messaging, and typing indicators to improve the customer experience. The software has one of the most accurate AI-powered forecasting and scheduling systems that we tried, generating months worth of schedules in minutes.

The pricing structure is unique in that Genesys allows for digital-only contact centers, even for the most advanced pricing plan with features like AI-powered conversation analytics. The conversational AI tracks customer behavior across your websites and integrated apps, including shopping cart abandonment and pages visited, to identify patterns and needs.


  • Voice and Digital IVAs: SMS, voice, chat, social media messaging, and email self-service tools that access customer histories and automate outbound customer engagement
  • Workforce Optimization (WFO): Trend forecasting, customizable training modules, employee monitoring, personal bests, post-call agent evaluations, and real-time status monitoring
  • Outbound Dialers: Power, Agentless, Progressive, Predictive, and Preview dialing modes included, alongside outbound IVR and adjustable call pacing

  • Consistent interface: Genesys Cloud CX uses the same drag-and-drop interface to orchestrate self-service tools and menus across channels and bots, making it easy for teams to learn how to customize these capabilities
  • Unified admin controls: The app’s admin portal provides single-pane access to all capabilities, analytics, menus, user reports, and roles–including call distribution, groups, and scripts
  • Natural language AI: The platform’s conversational AI uses Natural Language Understanding to power realistic automated interactions across all digital channels
  • Difficult to aggregate bot interactions: While Genesys’ analytics track information from customer self-service interactions, we found it difficult to use the reports to understand patterns and trends in how our customers interacted with IVA, IVR, and other automations
  • Connection with external databases: While Genesys provides an API-based architecture that connects contact center functionality with external databases, setting up these connections can feel confusing–even for those with coding experience
  • Steep learning curve: When we first used Genesys, we felt overwhelmed by the number of features, tools, channels, and customization options. It will probably take most teams a few months to fully dive into the platform's capabilities.

  • Teams seeking a low-cost DIY call center: Genesys Cloud 1 offers a complete call center, with IVR drag-and-drop call flows, for $75 monthly. No other call center on our list offers a lower-cost solution.
  • Teams seeking to integrate their call center with other software: Genesys Cloud CX offers an open-API composable architecture, which allows you to integrate call center functionality and data with many other systems: databases, CRM platforms, analytics tools, and unified communications platforms.
  • Those that frequently transfer calls between skill-based departments: We became frustrated with Genesys Cloud CX’s skills-based routing feature, because we noticed that we couldn’t edit the call’s tagged skills once the call had been answered. Agents can’t remove or tag new skills when transferring the task, which makes it hard to effectively transfer calls while using skills-based routing.
  • Those that want to gather data from chatbots: We found it difficult to extract chatbot data, such as customer interactions, routing information, keywords, and conversation paths. For teams who rely on chatbots to greet and handle a large number of customer contacts, alternative platforms might provide an easier way to aggregate this bot data.

Talkdesk CX Cloud

4.6
Quality
Installation
Support
Reliability
Features
Price
4.6 (218 Reviews)
Learn More
$75 to $125 per user/month
Pricing
Customer Experience Analytics, Conversation Designer
Capabilities
11-1000+ users
Best For

Talkdesk offers four contact center plans that range from $75 to over $125 monthly per user:

  • CX Cloud Essentials ($75 monthly): Voice-only contact center with real-time dashboards, call routing and IVR, Studio for customer journey customization, reporting and analytics, virtual agent, knowledge base, live-agent assistance
  • CX Cloud Elevate ($95 monthly): Adds digital channels–chat, email, SMS. Adds quality management for interaction monitoring and automated agent feedback, agent screen recording, and a mobile app for inbound and outbound customer interactions.
  • CX Cloud Elite ($125 monthly): Adds custom live reporting with 900 values, agent performance management, and your choice of one add-on. Add-on packages include omnichannel workforce management, customer experience analytics, AI agent assistance, or proactive outbound dialing.
  • Experience Clouds (Custom pricing): Feature packages with features that vary based on your industry. Talkdesk offers packages for banking, insurance, healthcare providers, and retail.

Learn more: for more information, read our detailed review of Talkdesk pricing and plans.


Talkdesk is a cloud contact center software that has uniquely advanced analytics, an intuitive interface, and strong AI-powered self-service tools.

It makes an ideal platform for companies reliant on customer self-service and proactive outbound automation. The Guardian Security Suite, which includes threat detection and compliance management, uses AI to identify suspicious activity and alert managers instantly. This makes Talkdesk a popular choice within heavily regulated industries like finance and healthcare.

The Talkdesk workspace is among the most customizable and user-friendly of all the providers we tried, for all roles–agent or supervisor. Populate the live-agent dashboard with CRM integrations, databases, various languages, and all channels with easy switching. The interface also displays customer information and queue statistics, keeping an agent on top of all tasks across channels.


  • Customer Experience Analytics suite: Analytics suite with 900+ KPIs, real-time reporting, 17 pre-made dashboards, agent leaderboards, and AI-powered omnichannel analytics
  • Talkdesk workspace: Custom desktop and mobile app with one-click access to all communication channels, key functionalities, and integrations alongside real-time notifications, role-based workspace templates, assignments and tasks, scheduling info, and performance evaluations
  • Conversation designer: Drag-and-drop configuration tool for omnichannel IVR and IVA allows admins to pre-program questions, comments, split flows, and triggers such as when to escalate customers to a live agent

  • Affordable plans: Talkdesk’s contact center plans are among the most cost-effective on our list
  • Voice-only or digital-only options: Companies can choose voice-only or digital-only contact centers, enabling flexibility in how you connect with your customers
  • Interaction analytics: Each call uses AI for automated transcriptions. No matter the channel, each interaction is analyzed for customer sentiment and keywords, and supervisors can search and sort interactions by keyword and topic.
  • Inconsistent caller ID: The Caller ID function does not reliably detect inbound caller phone numbers, even when a mobile phone has no problem identifying the correct ID for the inbound number
  • User role customization: We felt that compared to competitors, Talkdesk offers fewer options for supervisors to customize user roles and access privileges
  • AI in non-English languages: Talkdesk’s AI tools, transcription, and sentiment analysis work great for English but struggle to support other languages

  • Companies in the insurance, banking, healthcare, or retail sector: Talkdesk’s Experience Clouds pricing plans offer feature packages that are hand-selected for these industries
  • Call centers that want to provide interactive custom bot interactions: Talkdesk’s automation designer makes it easy for administrators to build AI-centered conversation flows for basically any call center touchpoint: survey flows, virtual agent discussions, or live-agent conversation scripts
  • Call centers seeking a wide breadth of all-inclusive features: While Talkdesk plans offer specialized suites of advanced features, they don’t offer any plans with everything–customer experience analytics, agent assist, and workforce management tools. Teams that want the full variety of advanced features should look to pricier alternatives.
  • Administrators looking to deep-dive into analytics: Talkdesk has strong automations and live-agent support tools, but we found the platform’s KPIs and analytics to be a weak point. The non-user-friendly interface and lack of KPI breadth make it difficult to create custom reports.

GoTo Contact Center

4.3
Quality
Installation
Support
Reliability
Features
Price
4.3 (155 Reviews)
Learn More
Quote-based pricing
Pricing
Agent Dashboard, Multichannel Queueing, Workflow Creation
Capabilities
10-100+ users
Best For

GoTo does not provide any public pricing information for GoTo Contact Center, so you must contact them directly for a quote.


GoTo Contact Center provides easy-to-user agent and supervisor workspaces, including an intuitive drag-and-drop dial plan editor for inbound call flows. The contact center offers voice calling, SMS, webchat, and social media messaging channels.

Create call queues with automated callbacks, and SMS queues that make it easy for agents to stay on top of multiple conversations. Users have a task inbox that organizes all inbound activities across channels, with the ability to jump between channels during live interactions with one click.

Teammates can tag each other in chat conversations, agents and customers can co-browse on video for live guidance, and supervisors have access to full call monitoring with whisper and barge. Supervisors can view call and chat queues, making adjustments to queue orders or assisting agents when necessary.


  • Agent dashboard: From the agent desktop portal, agents have a live view of their tasks, available channels, call statistics like talk time, and the call queue–including the number of callers and their wait time
  • Pre-recorded voicemails and texts: Agents can create and save a library of pre-recorded voicemails and text messages, which they can use to expedite the outbound calling and texting process
  • Workflow creation: Administrators can create IVR systems and menus using a drag-and-drop editor, which combines multiple communication channels. Send automated texts, link various queues, and route calls intelligently based on agent skills.

  • User-friendly: The GoTo Workspace and call flow designer were easy for us to understand. We were able to customize our inbound menus quickly without using any code.
  • Multichannel queueing: GoTo’s queueing system organizes not only calls but texts–letting agents organize and manage their tasks across voice and digital channels
  • Comprehensive analytics: GoTo’s analytics page offers an organized dashboard with a surprising breadth of KPIs–caller summary, average time in queue, trends in talk time and call volume, and more
  • No AI tools: GoTo’s contact center does not feature any AI tools, which we found disappointing since many alternatives on our list heavily integrate AI
  • Lacks a virtual agent: GoTo Contact Center does not enable users to build a virtual agent or chatbot, which we feel is a critical contact center feature
  • Insufficient performance management: We believe that supervisors rely on tools like call transcription and sentiment analysis to evaluate agent performance. While most alternatives support this functionality, GoTo Contact Center does not include these capabilities.

  • Outbound sales teams: GoTo Contact Center offers several features that streamline outbound sales efforts. Agents can use the auto dialer to quickly jump from contact to contact and create pre-recorded voicemails to “drop” into each contact’s voicemail box.
  • Those seeking to connect with customers via video: GoTo Contact Center includes video meetings as a communication channel, enabling support staff to text or message customers a video-meeting link for face-to-face interactions
  • Teams seeking advanced CCaaS features: GoTo Connect is perhaps the simplest contact center on our list. It lacks advanced features like AI support, customer sentiment detection, workforce and quality management tools, and chatbots. Teams seeking an advanced contact center will be better served with a different option.
  • Support Teams that assist customers via email: GoTo Contact Center integrates SMS, voice, video, social media, and webchat. However, the agent dashboard does not integrate email, which could be a drawback for some support teams.

Aircall Call Center

4.2
Quality
Installation
Support
Reliability
Features
Price
4.2 (22 Reviews)
Learn More
$30 to $50 per user/month
Pricing
Power Dialer, Smart Call Recording, IVR, Call Transcription
Capabilities
1-500+ users
Best For

Aircall offers three contact center plans ranging from $30 to over $50 monthly per user:

  • Essentials ($30 monthly): Unlimited voice in the US and Canada, SMS texting, a local or toll-free number, call queueing, IVR and routing, ring groups, call distribution rules, standard analytics
  • Professional ($50 monthly): Adds automated queue callbacks, call monitoring with whisper and barge, real-time analytics with a live feed, and outbound power dialer
  • Custom (on-demand): Analytics+ add-on, API developer support, prioritized customer support

Learn more: for more information, see our detailed review of Aircall pricing and plans.


Aircall has a unique balance between unified communications and contact center functionality. The software doesn't include the advanced CCaaS features offered by other providers on our list–features like workforce management and live-agent assistance–but it does include useful call center tools like automated queue callbacks and an outbound powerdialer.

Accessible on desktop or mobile, Aircall has inbound and outbound tools to support a wide variety of use cases. The Powerdialer boosts sales efforts, while the advanced routing and queueing supports inbound customer service. Real-time queue analytics and monitoring help supervisors keep tabs on a larger team of agents. Agents can collaborate with a shared inbox, shared contacts, and the ability to assign calls to each other.

Many of Aircall’s features go above and beyond UCaaS platforms. So while Aircall doesn’t quite match the advanced features from other CCaaS providers, it provides great value for its plans’ $30 and $50 price points.


  • Shared call inbox: The Aircall interface organizes an agent’s calls and messages in an inbox, which can be shared between multiple agents or phone numbers. Teammates can see when other agents are handling a call, and can comment on particular calls or texts to negotiate who will handle them.
  • Smart call routing: Create a multi-level IVR system with custom call routing based on time of day. Routing also pulls information from integrated CRM systems to route customers based on segment, last touchpoint, region, and other factors.
  • Power dialer: Connect campaign lists from a CRM system, or have Aircall’s powerdialer automatically scour your leads’ and prospects’ websites for potential phone numbers. Aircall’s software adds these numbers to a list and automatically dials them in succession, saving time for agents.

  • User-friendly interface: We found Aircall’s interface to be spacious and comfortable, both on mobile and desktop. We quickly figured out how to use the call features, collaboration tools, and analytics.
  • Value for the price: Aircall provides tremendous value for the price. The software costs the same as most UCaaS platforms but offers some call center features, like an outbound power dialer and automated queue callbacks.
  • Collaboration tools: Aircall separates itself from some other CCaaS platforms by offering a helpful variety of collaboration tools. Agents can’t message each other directly, but they can assign tasks and contacts to each other, commenting on each to delineate support queries.
  • Frequent signouts: While using the product, we found the Aircall frequently signed us out of the software, forcing our users to log back in repeatedly throughout the day
  • 6-month analytics history: The app only stores analytics data for the past six months. If a company wants to track trends and changes further back, they’re out of luck.
  • Limited channel offering: Aircall doesn’t offer social media or live chat, meaning teams can’t build chatbots, IVA systems, or provide the comprehensive 1:1 support that they could with other providers that offer these channels

  • Sales and customer-support centers: The software offers a blend of inbound and outbound features that support sales and customer-service use cases. The outbound power dialer helps with outgoing efforts, while the routing and queueing tools help navigate inbound-calling customers.
  • Flexible and on-the-go agents: Aircall’s app is accessible on desktop and mobile. We found the mobile app exceptionally user-friendly, full of the collaborative features from the desktop app.
  • Multichannel contact centers: Aircall offers phone and SMS, without other channels like live chat or social media messaging. Organizations that want to service customers via chatbots and IVA should choose an alternative.
  • Companies seeking comprehensive CCaaS features: Aircall’s software lacks many of the features offered by alternatives on our list. It lacks quality management tools like schedule forecasting and performance monitoring, and it doesn’t include AI-support tools like call transcription and sentiment scoring. Teams that want in-depth customer metrics must look elsewhere.

Twilio Flex

4.7
Quality
Installation
Support
Reliability
Features
Price
4.7 (15 Reviews)
Learn More
$1 per active user/hour or $150 per user/mo
Pricing
Multichannel Task Handling, Interactive Analytics, Customizable Interface
Capabilities
100-1000+ users
Best For

Twilio Flex offers two pricing options: per-hour or monthly per-user. Each plan includes the same suite of features.

  • Per-hour: $1 per active user hour
  • Per-user: $150 monthly per user, regardless of usage or activity

Learn more: for more details, read our review of Twilio Flex pricing and plans.


Twilio Flex is a programmable contact center built on the Twilio cloud communications platform. Unlike other providers on this list, Twilio Flex can be completely customized from the ground up via Twilio APIs, integrations with pre-existing software, SDKs, and workflow-building tools. This enables teams to customize the agent dashboard display, the types of tools and channels agents can access during calls, the integrated apps, the workflows, and analytics. Add on APIs for mass marketing and 1:1 email, voice calling, SMS and live chat messaging, video calling, and more.

The omnichannel contact center lets you engage with customers via VoIP, SMS, messaging apps like WhatsApp and Facebook Messenger, live chat, chatbots, and others. The software uses Google Contact Center AI to power intelligent call transcripts, chatbot interactions, and live-agent support. Flex also includes a customizable IVR and TaskRouter, which intentionally routes inbound queries to the right agent.

While this level of customization is perfect for businesses with existing applications, smaller businesses without an in-house IT department or development team may struggle to leverage Flex due to the level of coding knowledge and experience it requires.


  • Flex Insights: Interactive omnichannel analytics portal with role-based, conversation-based, and relationship-based data sets for call center KPIs
  • Multichannel Task Handling: Omnichannel to-do lists for all Twilio communication APIs–voice, real-time chat messaging and chatbots, SMS, social media messaging, and more
  • Customer UI: Customizable agent interface with task lists, omnichannel customer interactions, CRM data and customer information, agent assistance, past order details, routing rules, automated workflows, etc.

  • Intelligent routing: Twilio Flex includes TaskRouter, which automatically assigns tasks to agents across all channels. TaskRouter weighs several factors like agent skills, the communication channel, and predesigned workflows to route tasks to the optimal agent.
  • Usage of Google CCAI: Twilio Flex has integrated Google Cloud Contact Center AI (CCAI) to power highly intelligent virtual agents across all channels. CCAI also gives agents real-time suggestions that are more intelligent than the AI support tools from alternative providers.
  • Customizability: Twilio Flex enables developers to customize nearly all aspects of the platform–including the interface and display, integrated apps and plugins, and the analytics
  • Requires a developer: Many of the platform’s benefits and customizations require a substantial amount of coding, so we recommend that teams using Flex have a programmer
  • Confusing pricing: While Flex offers per-hour and monthly per-user pricing options, the platform’s customizability makes it difficult to estimate your account’s true monthly expenses. We incurred a few fees that we didn’t expect.
  • Cluttered interface: The contact interface is dynamic but can feel overwhelming–with too many channels, buttons, and integrated options that intimidate the user

  • Organizations offering limited customer-service hours: Twilio Flex uniquely offers per-hour pricing, which charges users for each active hour. For teams whose agents only work a few days per week, or teams that only provide customer service for a small window during the day, per-hour pricing may provide strong value.
  • Sales teams: Flex offers stellar customization options, allowing teams to integrate click-to-message entry points on advertisements and paid searches. Add custom click-to-call and click-to-text buttons into your internal lead management system, making it easier for sales agents to call or text customers directly from an integrated lead list.
  • Organizations without a knowledgeable software development team: Twilio Flex is highly customizable, with a flexible dashboard and the ability to integrate with a nearly limitless amount of other software. However, this API-based customizability requires a developer, so contact centers without a developer will struggle to create a contact center using Flex.
  • Teams seeking an out-of-the-box solution: Some of the platforms on our list, like RingCentral and Nextiva, offer CCaaS platforms that come ready-made. Twilio Flex requires lots of developer-dependent customization and makes a poor fit for teams that want to plug and play.

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Call Center Software Buyer's Guide

Call center software is a platform designed to manage and optimize inbound and outbound calls in a contact center environment.

It is typically used by businesses with large call volumes across a variety of channels to handle customer interactions via phone and text, social media and messenger apps, live chat, customer service departments, and sales teams and optimize workforce efficiency for call center agents and supervisors.

Call center software unifies various communication channels, collaboration features, agent and caller automation, and cloud-based contact center management tools into one application.

Here's how it typically works and the functionalities involved:

  • Call Routing: Your incoming calls are routed based on your predefined criteria, such as caller's location, automated menu selections, or even agent availability.
  • Omnichannel dashboard and agent interface: Call center software provides agents with a user-friendly desktop or mobile dashboard. These dashboards are customizable to your call center or specific agent or department needs, and display caller information, call history, and can even provide relevant topic-specific scripts to assist callers during the conversation.
  • Administrator tools: Administrators can set up routing systems, manage employee schedules, and monitor agent performance. Many call centers include performance management tools that streamline the evaluation, coaching, and feedback process.
  • Automations: Call center applications automate agent workflows and tasks. The call distribution system routes inbound calls and messages to the optimal agent. Agents receive notifications for all new tasks in their queue.
  • AI tools: Call centers utilize artificial intelligence and machine learning to enhance customer support and make employee efforts more efficient. Build intelligent virtual agents (IVA) within live chat or text. Machine learning transcribes calls live and gives real-time agent support, in an AI call center platform.
  • Interactive Voice Response (IVRs): this allows you to set up automated menus, which guide callers to the appropriate department based on your caller's input or selection. Learn more about call center IVRs here.
  • Outbound dialing: Outbound call center capabilities enable agents to make proactive calls for sales or follow-ups.

Below are the six primary types of solutions:

1. Inbound

  • Focuses on managing incoming calls efficiently.
  • Includes features like IVR (Interactive Voice Response), ACD (Automatic Call Distribution), and skills-based routing to direct inbound callers.


2. Outbound

  • Designed for agents to make outgoing calls effectively.
  • Often includes auto-dialer, predictive dialer, and CRM integration for sales, surveys, and customer follow-ups.

3. Blended

  • Combines the functionalities of both inbound and outbound call center software.
  • Enables agents to handle both incoming inquiries and make outgoing calls as needed, optimizing agent utilization.


4. On-premise

  • Installed and runs on the company’s hardware and servers.
  • Gives businesses full control over the call center system and data, often preferred for compliance and security reasons.
  • Also called a “fixed” VoIP solution.

 

4. Multichannel Call Center Software

  • Supports multiple communication channels such as voice, email, live chat, SMS, and social media.
  • Enables a unified agent interface to manage communications across all channels, improving customer experience.


5. Omnichannel Call Center Software

  • Provides a seamless customer experience across all channels by integrating and synchronizing interactions.
  • Allows customers to switch between channels without losing context, improving satisfaction and efficiency.

 

6. Workforce Optimization (WFO) Software

  • Focuses on improving agent performance and operational efficiency.
  • Includes features like quality monitoring, workforce management, training tools, and analytics.
  • Learn more about Workforce optimization.

Call center software focuses on phone calling as the primary communication channel.

Contact center software includes a variety of communication channels like voice calling, website chat, SMS, email, integrations, video calls, and social media.

Though many cloud-based call center solutions today offer multichannel communication, like voice and SMS, they may still use the term “call center software” to describe their products.

The below diagram shows what a modern solution should look like:

Omnichannel Contact Center

The below features are essential to call center solutions.

  • Interactive Voice Response (IVR): Interactive Voice Response (IVR) is a self-service feature consisting of pre-recorded call menu options that customers interact with via touch-tone or speech. These customers provide information about the reason for their call and help them connect with the right agent/department.
  • Automatic Call Distribution (ACD): automatic call distribution automatically routes callers according to pre-set call routing strategies.
  • Call Routing: Call routing strategies are the ways in which calls are routed to agents in order to maximize productivity. The main call routing strategies are: list-based routing, round-robin routing, skills-based routing, and simultaneous ringing
  • Call Scripting: Call scripting provides on-call agents with a written script or flowchart that guides them through customer interaction. Many providers offer live call transcription with keyword detection, using this data to determine the conversation’s topic and sentiment. With this information, the system provides agents with suggested responses, relevant links, and knowledge-base articles.
  • Automated Queue Callbacks: Automated queue callbacks eliminate the need for callers to wait on hold for extended periods of time, instead receiving a callback from an available agent based on their preferred time and date.
  • Auto Dialers: Automated dialing modes streamline outbound calling efforts, using campaign lists often provided by your CRM system. Most call center solutions will offer multiple dialing modes, including: power dialer, progressive dialer, predictive dialer, and preview dialer.
  • Call Queueing: Call queuing allows multiple callers to wait on hold until an available agent is free to assist them. Companies can create multiple queues and assign agents to each queue.
  • Call Recording: This feature records agent and customer calls either automatically or on-demand, storing these recordings for later review or download.
  • Reporting and Analytics: Real-time and historical analytics provide insights into call center activity and efficiency through tracking KPIs. Reports can be completely customized, or admins can choose from a variety of pre-made report templates.
  • Call Monitoring: Call monitoring allows a supervisor to listen in on a live call, whisper private guidance, barge into the call, or take it over entirely. It’s often used to evaluate new agents to provide better training, monitor individual agent performance, or better understand customer needs.
  • Omnichannel Routing: Omnichannel routing receives inbound contact from all communication channels and automatically routes them to the best-suited agent.

Here are the top benefits of implementing call center software:

 

More Features and Capabilities

Compared to a traditional phone system, call center software provides hundreds more dynamic features–all bundled in one app.

CCaaS platforms include routing, queueing, collaboration, integrations with other platforms, sales tools, workforce management, AI support, and analytics–each category with a handful of features that help agents and supervisors meet customer needs.

 

Increased Customer Satisfaction and Loyalty

Call center software allows your business to provide personalized customer support and decrease common sources of customer frustration.

  • Decreasing hold times via optimized call queueing and automated callbacks
  • Using CTI screen pops, asynchronous shared agent inboxes, and call notes to prevent callers from having to repeat information
  • Using IVR data collection, warm transfers, and native/integrated CRM tools to properly prepare agents for each customer interaction

 

Decreased Agent Turnover

Call center software services not only improve the customer’s experience but the agent’s as well.

  • Skills-based routing and IVR systems match agents with the callers they’re best-suited to help, so agents have fewer frustrating interactions
  • Queue callbacks enable agents to take their time with calls, without having to rush in order to keep queue wait times low
  • Outbound dialers save agents from repetitive tasks like having to manually dial customers and wade through voicemail machines
  • Workforce management tools automatically optimize agent schedules

 

Improved Team Communication

Call center software includes a variety of features that facilitate smoother communication between team members.

  • Workflow automations notify team members of relevant activity across the company
  • Task-assignment tools keep agents on top of their to-do lists, without requiring direct messaging
  • Call controls like parking and transfer enable agents to support each other during live calls
  • Customer journey information, CRM integrations, and shared contact notes provide agents with full customer context–even when it’s their first time servicing that customer

 

Lower Operating Costs

Cloud call center platforms lower your operating costs in a variety of ways:

  • Real-time analytics drive strategic business decisions that make staffing, channel usage, and feature selection more efficient
  • Flexible pricing structures allow companies to pay for only the features and channels they plan to use
  • Supervisor monitoring tools help supervisor manage large teams, while improving each agent’s performance and reducing staffing needs

 

Easy Setup and Management

Compared to a legacy PBX phone system, call center software is incredibly easy to set up and manage. The provider manages the phone system, and all the communication channels are housed online. Most users don’t need any hardware besides their computer or phone.

 

Scalability

Call center providers offer their plans on a subscription basis, and sign up takes just a few minutes. Adding new users simply requires the administrator to add a new subscription, assign the user a phone number, pay the monthly subscription, and send the new employee login credentials.

This makes call center software systems easily scalable, for companies who plan to increase or downsize their workforce.

When looking for the best call center software provider, it’s important to consider features, communication channels, the type of call center you are running, and pricing–all related to your business needs. Use the following guidelines to choose the best call center solution for your company:

 

Routing and Queueing Features

If your company receives a large number of inbound calls, especially for a variety of reasons–like technical support, customer service, billing information, product questions, sales–you should choose a call center provider with advanced routing and queueing capabilities.

In particular, look for a provider with these features:

  • Advanced queueing with callbacks: Helps you organize inbound calls without making customers wait
  • Omnichannel routing: Routes inbound contacts across a variety of channels–including SMS, chat, and email–while making it easy for agents to track these multichannel interactions
  • Skills-based routing: matches inbound callers with the best-suited agent
  • IVR and IVA: IVR is voice-based and IVA is text-based, but both provide customers with self-service options to indicate their needs, helping you match them to the right agent

 

Communication Channels

Most vendors offer multiple communication channels: voice, SMS, live chat and chatbots, video, email, and social media. However, some call centers only offer a smaller selection of these channels, and some offer certain channels on select pricing tiers.

Consider the channels that your customers would use and the size of your call center staff, then determine which channels are most important to you. Choose a provider and pricing tier that offers only those channels, and avoid paying for channels you won’t use.

 

Collaboration Tools

While some plans don’t offer internal collaboration tools, like video meetings and internal team chat with file sharing, some of the CCaaS providers on our list double as collaboration platforms.

Video meetings include capabilities like whiteboards and polls, while internal team chat allows for quick communication and document co-editing. If your hybrid or remote company wants to add collaborative tools, choose a provider with some UCaaS features built-in.

 

Analytics and AI

Analytics and AI tools make it easier for administrators and agents to do their jobs.

Reports and dashboards help administrators determine call volumes, review agent performance, see which channels are most popular with customers, and more. AI tools, like speech suggestions and customer sentiment analysis, train agents to provide better service. These insights help drive business decisions that save costs, improve agent efficiency, and boost customer satisfaction.

 

Pricing and Plans

Considering the features and channels listed above, you want to select the provider and pricing plan that offers the most value for your company. Compare all the providers who offer the features you want, then take a closer look at the plans they offer. Choose the pricing tier that includes your prioritized features without too many extra features you won’t use.

In general, choose the pricing tier that includes your prioritized features without too many features you won’t use. This way, you can select a provider and pricing tier that meets your budget.

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