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
5.8
8x8

8x8

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Starting Price:$110 / user / per month

8x8 offers scalable, unified, and secure contact solutions suitable to a wealth of business needs across multiple industries. Traditional high costs for equipment and installation are eliminated through the use of a cloud-based service that offers rapid deployment of agents from business centers, ho...

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WH Score
5.2
VoltDelta

VoltDelta

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Starting Price:N/A

VoltDelta is invested in creating value for call centers interested in adding remote agents, upgrading legacy infrastructure, and increasing their geographical distribution. Their virtual contact center solution realizes these goals in a way that saves on capital and equipment costs while delivering...

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WH Score
5.0
Gladly

Gladly

0reviews
Starting Price:$0 / user / per month

Radically Personal Customer Service 

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WH Score
4.9
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
4.3
MAXcallcommand

MAXcallcommand

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Starting Price:N/A

Vantage specializes in opening companies up to better and greater results with their multi-tiered, dynamic layers of contact center solutions applicable to any form of business. From the smallest start-up to the leading global operation, vantage is prepared to engineer your staff for success with ro...

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WH Score
4.0
Unify

Unify

0reviews
Starting Price:N/A

Unify Contact Center solutions offers three different focuses: outbound call centers, inbound call centers and cloud-based contact centers.

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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.