Best Contact Center Software 2021 - Overview

  • Overview
  • Buyer's Guide
  • Resources

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 Software
  • Enghouse Interactive
  • Gladly
  • envision
  • Evolve IP Call Center
  • Sharpen
  • CXone
  • Avoxi
  • VanillaSoft
  • Mitel
  • Ameyo
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Cost (All)
 
Platforms (All)
 
Company Size (All)
Product Name
Wheelhouse Score
Rating
Features
Pricing
Select product
Enghouse Interactive

By Enghouse Interactive Inc.

Wheelhouse Score
4.02/5
Excellent
Rating
5.00/5
Excellent
Features
3.05/5
Above Average
Pricing
Economy

Enghouse Interactive’s contact center solutions provide a comprehensive set of contact center interaction management tools including outbound dialers. Enabling you to manage customer information, decrease time-to-answer, and route multiple contact channels to your agents. Reliable, useful informatio...

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Gladly

By Gladly

Wheelhouse Score
4.00/5
Above Average
Rating
5.00/5
Excellent
Features
5.00/5
Excellent
Pricing
Mid-Range

Radically Personal Customer Service

Select product
envision

By envision

Wheelhouse Score
3.99/5
Above Average
Rating
4.00/5
Above Average
Features
3.97/5
Above Average
Pricing
No Pricing Data

Customers expect more from business contact centers today, and while many business are rating their services as top-of-the-line, consumer reporting shows a sharp divide in opinion. Envision’s renowned Workforce Optimization solution steps in to close this gap by delivering transformative custo...

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Evolve IP Call Center

By Evolve IP, LLC

Wheelhouse Score
3.94/5
Above Average
Rating
4.50/5
Excellent
Features
3.33/5
Above Average
Pricing
Economy

Evolve IP call center is cloud based: it supports multi-location call centers, provides incredible control and helps businesses to achieve superior performance without having to invest in on-site systems. Evolve IP call center gives agents and supervisors access to a wide range of features designed ...

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Sharpen

By Sharpen

Wheelhouse Score
3.85/5
Above Average
Rating
5.00/5
Excellent
Features
4.54/5
Excellent
Pricing
Mid-Range

Sharpen is an omnichannel contact center platform that offers businesses the tools they need to provide customers with an incredible experience. From automatic, skills-based inbound routing to call management to integration with existing CRM software to embedded reporting and analytics, we ensure cu...

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CXone

By NICE

Wheelhouse Score
3.85/5
Above Average
Rating
4.23/5
Excellent
Features
3.33/5
Above Average
Pricing
Economy

The world’s #1 cloud customer experience platform.

Select product
Avoxi

By AVOXI

Wheelhouse Score
3.77/5
Above Average
Rating
5.00/5
Excellent
Features
2.41/5
Average
Pricing
Economy

Avoxi provides expert cloud communications that emphasize the international calling needs of hotels, cell centers, tour companies and other global enterprises concerned about business at the local level. Their superior VoIP services deliver numerous services to meet the needs of a worldwide business...

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VanillaSoft

By VanillaSoft

Wheelhouse Score
3.62/5
Above Average
Rating
4.79/5
Excellent
Features
2.07/5
Average
Pricing
Economy

VanillaSoft brings together the very best of CRM, Lead Management and Sales-by-Phone tools into one powerful, queue-based lead management solution for inside sales teams, call centers, and other sales-by-phone professionals. VanillaSoft’s intuitive and easy-to-use queue-based lead management softwar...

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Mitel

By Mitel

Wheelhouse Score
3.59/5
Above Average
Rating
4.24/5
Excellent
Features
2.93/5
Above Average
Pricing
No Pricing Data

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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Ameyo

By Drishti Soft Solutions Pvt. Ltd.

Wheelhouse Score
3.58/5
Above Average
Rating
2.50/5
Average
Features
4.25/5
Excellent
Pricing
Economy

High cost savings and rapid deployment characterize Ameyo’s powerful cloud solution for Inbound, Outbound, and Multichannel contact centers. Their emphasis on a one-stop solution empowers users to effectively outsource resources and infrastructures across India to ensure a continuous improvement in ...

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. 
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