Contact Center Software

What is the best Contact Center Software?

Contact center software is a centralized system for managing customer communication across multiple channels such as phone, email, text, social media, and website. 

Contact Center software provides integrated tools for managing customer interactions and stores all the details of each communication so that every agent has access to a customer’s history and can serve them effectively without asking for information a customer has already provided. 

Contact Center tools also help route and escalate customer service inquiries or requests to ensure that customers are helped in a timely manner by the agents best suited to handle their requests.  

The top Contact Center features are:

  • Multi- or Omni-Channel Support Options (Email, Phone, Chat, Social Media)
  • Self-Service Support Tools
  • Social Media Integration
  • Call Recording and Monitoring
  • Agent Coaching Tools
  • Customer Data Organization
  • Workflow Automations
  • Integration with Other Business Software Solutions
  • Remote, Mobile Access
  • Easy-to-use Interfaces and Dashboards
  • Reporting and Analytics

The business benefits of contact center software include:

  • Enhanced customer experience
  • Improved customer acquisition and retention rates
  • More integrated communication channels for customers
  • Cost-savings
  • Increased efficiency and productivity
  • Supported brand-building
  • Increased profitability and longevity
  • Reduced customer churn
  • Improved agent loyalty and job satisfaction
  • Faster support resolution times
  • Deeper insights with reporting and analytics

Contact center solutions are becoming more advanced each year so you can expect to see tools and features that are highly tailored to improving your customer journey from sales to service. 

Customer service is integral to the success of companies, no matter the industry or size, and contact center software solutions are more available and affordable for all levels of business than ever before.

Cloud-based contact center software systems are a trend growing at lightning speed for businesses of all types and sizes. Cloud-based contact center software is affordable for businesses in every stage of growth, and is extremely easy to access and use through an internet connection. This means that you enjoy the advantages of a remote workforce, and even scale your customer service to a 24/7 operation easily to service your customers around the clock.

Omni-channel support is one of the fastest growing trends in customer care. You can leverage the power of updated contact center software by serving your customers across all communications modes in a smooth and synchronous manner. 

Self-service customer support portals and tools are also popular contact center software components. Offering a self-service portal where your customers can find answers to commonly asked questions can help boost your contact center productivity by reducing the number of basic questions that come to your agents.

There are many contact center software systems available on the market, each offering an array of powerful, effective tools to support your customer interactions. Selecting or switching to the best contact center software system for your company involves deep business examination and thoughtful research and analysis of the features and system capabilities that will best suit your business now and scale with you as you grow.

Top 10 Contact Center

8x8 / Mitel / Avaya / Nextiva / NetFortris Contact Center / Service Cloud / Five9 Intelligent Cloud Contact Center / CXone / 3CLogic / envision

WH Score
7.3
Mitel

Mitel

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Starting Price:N/A
A negative customer experience can be more damaging to a company’s reputation than ever today with the added possibility of social media and its propensity to take stories viral. Enter Mitel Contact Center with definitive solutions for multichannel, inbound, and outbound contact centers that p...
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WH Score
7.3
C-Zentrix

C-Zentrix

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Starting Price:N/A
C-Zentrix has been acknowledged as one of the leading contact center solutions worldwide, with robust infrastructure and compact single box installations that support up to 180 agents on one server. Support for multiple venues of communication includes such necessities as IVR, ACD, Call Conferencing...
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WH Score
7.1
Altitude

Altitude

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Starting Price:N/A
Altitude Contact Center is a complete contact center solution that provides customers with the best experience. The modularity of Altitude Contact Center software allows businesses to scale up without heavy upfront investment.  The solution is comprehensive and addresses all the functions relat...
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WH Score
7.1
3CLogic

3CLogic

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Starting Price:N/A
3CLogic offers contact center solutions that are sleek, effective, and segmented into convenient levels of service adapted to the needs of small and enterprise business models. They have multiple products to facilitate outbound, inbound, and multichannel services along with robust integration tools ...
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WH Score
6.8
ICTBroadcast

ICTBroadcast

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Starting Price:N/A
Growing business become easy with ICTBroadcast’s unified communications solution for call center, B2B and telemarketing strategies. By offering a comprehensive broadcasting platform that offers voice, SMS, Email and Fax support, service providers become all-around experts in customer care and ...
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WH Score
6.7
Alvaria CX Suite

Alvaria CX Suite

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Starting Price:N/A
Designed for 50+ agents, Aspect Via cloud contact center is the only solution that goes beyond the call center to unify the entire enterprise around the customer by eliminating barriers that divide departments and fragment work flows. As a SaaS offering tailor made for the cloud, Aspect Via offers n...
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WH Score
6.7
Hermes360

Hermes360

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Starting Price:N/A
Empower your employees to deliver amazing customer experiences Vocalcom’s intuitive and data-driven call center software. Whether consumers try to reach your through phone, e-mail, social media, or other venues of communication, VocalCom offers a shared database for all incoming requests that ...
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WH Score
6.5
Freshdesk

Freshdesk

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Starting Price:$119 / user / per month
Freshdesk unifies contact center capabilities with the expertise and knowledge of help desks, giving consumers the benefit of having all their solutions in one place. A powerful, comprehensive ticketing system keeps all active agents aware of what others are doing to increase productivity and avoid ...
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WH Score
6.5
CyTrack CyCC

CyTrack CyCC

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Starting Price:N/A
The demands of today’s fast-paced customer experience market requires agents–and the companies supporting them–to be able to quickly respond to consumers across multiple points of contact while retaining a professional poise. Cytrack makes this goal a reality with CyCC, a multi-cha...
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WH Score
6.5
CallRail

CallRail

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Starting Price:$3 / number / per month
CallRail delivers world-premiere call tracking software for the business that desires to be informed on high-priority metrics with crucial relevance to successful business models in the digital age. Their dynamic call tracking allows for unparalleled user follow-up and lead generation, maximizing th...
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Learn more about Contact Center Software

What is Contact Center Software?

Contact center software is a centralized system for managing customer communication across multiple channels such as phone, email, text, social media, and website. Contact Center software provides integrated tools for managing customer interactions and stores all the details of each communication so that every agent has access to a customer’s history and can serve them effectively without asking for information a customer has already provided. Contact Center tools also help route and escalate customer service inquiries or requests to ensure that customers are helped in a timely manner by the agents best suited to handle their requests.  

How Does a Contact Center Work?

A contact center works by centralizing all the requests or questions that come in from customers by phone, email, chat, social media, text, and web into a singular system. Agents can route customers or escalate issues between communication channels and provide an efficient, streamlined experience for new or returning customers. Customer interaction history is stored in a contact center and can be used in real-time to help customers as well as be analyzed to identify areas of improvement in the contact center. 

What Does Contact Center Software Do?

Contact Center software provides tools and features that help companies better manage both inbound and outbound customer interactions that take place in a variety of communication modes such as phone, email, chat, social media, text, and web. 

What's the Difference Between a Contact Center and a Call Center?

The difference between a contact center and a call center is in the communication channels that customers can use for service, answers, and requests. In a call center, customers can only contact agents by phone. In a contact center, customers can reach agents in a variety of communication channels including phone, email, text, chat, social media, web, and more. 

What are the Common Features of Contact Center Software?

The common features of Contact Center software include:

  • Multi- or Omni-Channel Support Options (Email, Phone, Chat, Social Media)
  • Automatic Call Distribution (ACD)
  • Interactive Voice Response (IVR)
  • Self-Service Support Tools
  • Social Media Integration
  • Call Recording and Monitoring
  • Agent Coaching Tools
  • Customer Data Organization
  • Workflow Automations
  • Integration with Other Business Software Solutions
  • Remote, Mobile Access
  • Call Recording, Call Transfers, and 3-Way Calling
  • Easy to use Interfaces and Dashboards
  • Reporting and Analytics

What are the Benefits of Contact Center Software?

The benefits of Contact Center software include:

  • Enhanced customer experience
  • Improved customer acquisition and retention rates
  • More integrated communication channels for customers
  • Cost-savings
  • Increased efficiency and productivity
  • Supported brand-building
  • Increased profitability and longevity
  • Reduced customer churn
  • Improved agent loyalty and job satisfaction
  • Faster support resolution times
  • Deeper insights with reporting and analytics

Who Uses Contact Center Software?

Customer service agents and managers use contact center software on a daily basis. However, there are other departments that can benefit from customer data and insights gathered in the system, making it a useful tool for sales teams, project managers, and executives as well. 

What are the Challenges with a Contact Center?

The challenges with a contact center can include:

  • Inadequate agent training or knowledge
  • High agent attrition rates
  • Poor customer experience and satisfaction
  • Low customer retention rates
  • Not enough or too many complex tools for managing customer interactions

Which Companies Should Buy Contact Center Software? 

Companies looking to improve customer interactions and streamline work for service agents should buy contact center software. Contact center software can be customized to use in most any industry handling inbound or outbound communications, and tools and features are available in a variety of pricing plans to best suit the needs of a company. 

How to Buy Contact Center Software?

You can use the following checklist to help you determine how to buy the best contact center software for your business.

  • Focus on business needs, customer communication issues, and growth goals driving the decision to get a new or upgraded contact center system.
  • Plan for data migration, implementation costs, IT involvement, and any downtime that may impact ongoing customer service.
  • Make a plan to support user adoption through training.
  • Understand the support processes you’re looking to streamline and automate.
  • Don’t skip the product demos offered by contact center software vendors to show features and functionality.
  • Understand reporting and analytics needs for measuring agent success and improving customer experience.