Contact Center Software 2020: Buyers Guide

Exotel

23.32

★★★★★

★★★★★

Cloud Communication APIs for Calls, SMS, User verifications and more

Exotel is a cloud telephony system with in-built security and reliability for enabling business communication from remote, without the need for additional infrastructure. It enables business continuity for remote teams, field workers and home based sales and support teams. The software can be used in industries such as Healthcare, Education, Ecommerce, Logistics and more.

Exotel is scalable and can be used as a Cloud based contact or call centre solution. Its phone number masking feature can be used where customer privacy is required to be maintained, and the COD (Confirm on Delivery) feature that finds use in the eCommerce industry. The software also includes a patented Lead management feature that connects the buyer and seller through cloud telephony enabling tracking and tracing through the Exotel platform .

Other features included are Multi-level IVR that enables greeting and routing the caller to the appropriate teams, Real-time Notifications with facility for setting up preferences, Unlimited channels on all plans, Call Recording that includes dual channel recording enabling training evaluations and dispute resolutions and more.

Squaretalk Matrix

23.16

★★★★★

★★★★★

Flexibility that Powers Communication

Squaretalk Matrix is an intelligent dialer software that predicts the contact most likely to answer and pairs them with the agent most suited to respond. It is the smart way to execute outbound campaigns. Easily integrating with lead generation platforms, Matrix scores leads and routes them to the most qualified agents improving results and maximizing ROI.

It helps with the needs of BPO outsource call centers with proactive retention teams, sales teams, traders, telemarketers, market researchers, and more. It targets leads by custom criteria including status, country, time zone, probability score, and potential value. Sharpens the marketing strategy by integrating, instantly connecting and scoring all leads. Agent prioritization based on skill level, lead scoring and time zone and increase productivity with personalized, agent-specific callback calendars and reminders.

Some of its features include detailed reporting on the performance of lead lists and individual agents, create contact lists and share them between campaigns and teams based on previous results, activate unique outbound sequences and dialing strategies within the campaigns, generate dynamic agent and payroll reports and more.

Bright Pattern

23.01

★★★★★

★★★★★

Contact Center Software | Cloud-Based

Bright Pattern is a cloud contact center software with embedded AI. It helps to improve efficiency and ROI.

It ensures consistency and quality on all interactions through built-in, AI-supported, omnichannel quality assurance capabilities. It provides customer conversations across all channels, personalize customer experiences across all channels using customer CRM data and empower agents with key customer information.

Some of its key features include inbound voice calls and SMS, skills-based routing to interact with agents, outbound invoice, multiple built-in integrations for data access, automated conversations using bots, email handling, webchats and many more.

Knowlarity

22.78

★★★★★

★★★★★

Cloud business commnication solution provider with cloud telephony

Knowlarity is a multi-channel communication platform with a suite of solutions that are built to elevate customer engagement and communications.. It can be deployed in small businesses to large enterprises, across various industries such as Banking & Financial Services, Education, Healthcare, Automotive and more.

Knowlarity’s Voice solutions include a multi-channel business communication platform to streamline customer interaction through Cloud Contact Center platform, Virtual Number facility, multi-level IVRs that route calls to agents, and more. Knowlarity Messaging ensures automated, personalized messaging at scale, with enterprise grade reliability and security, and integrates with existing CRM software.

The Click-to-Connect video conferencing module provides HD enabled video and audio conferencing, and includes tools for custom background with logos and branding, screen share and other collaboration tools. The AI-based solutions cover speech analytics, and text-to-speech tools, that help in connecting with customers from anywhere in the world.

melissa

22.63

★★★★★

★★★★★

Verify Addresses and Identities

Melissa is a verified addresses and identities platform that provides identity verification and contact data quality services. It is designed to help organizations of all sizes standardize, authenticate, and correct contact details, phone numbers, email addresses, and postal addresses to streamline communication. With clean, accurate and up-to-date customer information, organizations can monetize big data, improve sales and marketing, reduce costs and drive business insight.

It helps companies throughout an entire data quality lifecycle with features to help profile, screen, update, match, and enhance information assets. It improves communications, boosts marketing and sales, and generates better analytics necessary for effective decision making. Key features include real-time authentication, identity matching, auto-filling, and data cleansing.

CallTrackingMetrics

22.79

★★★★★

★★★★★

All-in-One conversation platform for a better customer experience

CallTrackingMetrics is an all-in-one call tracking and contact center platform that provides call tracking tools and analysis to organizations. It helps to improve ROI and acquire customers.

It helps to drive sales and delivery service from anywhere with the cloud-based call tracking and contact center platform. It provides custom solutions for tracking and routing calls, texts, form fills, and chats.

CallTrackingMetrics platform includes features like call tracking, call automation, analytics, unified communications, and many more.

Callminer Eureka Analyze

20.00

★★★★★

★★★★★

Eureka Analyze Optimize Customer Journey Analytics | CallMiner

Callminer Eureka Analyze is an enterprise speech and customer engagement analytics solution that helps marketers analyze huge volumes of data generated from customer interactions across all customer touchpoints, including emails, chats, calls, and social media. It helps contact center personnel, including supervisors, managers, and agents, access the customer feedback provided by the speech analytics software.

Callminer Eureka Analyze a journey-based analytics solution, aids contact centers in improving the customer experience, enhancing the agent performance, ensuring compliance, minimizing risks, reducing operational costs, and enhancing sales. It provides automated scoring, rich categorization, secure sharing, discovering emerging issues, and multichannel expansive.

Key features include free from search, organic discovery, automated call scoring, customer journey, contact detail view, agent performance data visualization, omnichannel analytics, and AI-driven search.

Callminer Eureka Alert

20.00

★★★★★

★★★★★

Speech Analytics Alerts for Real-Time Coaching

Callminer Eureka Alert is a Contact Center Software that provides AI-driven, real-time speech analytics for monitoring, alerting and redacting live calls for keywords, phrases and acoustics. It improves accuracy and speed to insight.

Callminer Eureka Alert delivers real-time direction to contact center agents and supervisors with an eye on driving specific outcomes during a call or alerting management to issues. It leverages the Eureka platform’s data processing engine and is an API-based module that can integrate with existing agent desktops, CRM platforms, and other live monitoring applications. It also monitors the full stream of transcription and uses contextual memory to evaluate the progression of the call based on user-defined trigger events.

Key features include advanced natural language processing (NLP) and machine learning techniques are combined with highly accurate large vocabulary speech recognition (LVCSR) technology used to transform source audio streams into human-readable full-text transcripts in real-time, real-time monitoring technology scans the live stream of audio transcriptions to rapidly identify events, Numeric-based PCI/PII data such as credit card numbers are identified in audio streams as they are being transcribed and are securely redacted both from the text transcripts and source audio files, and more.

Callminer Eureka Redact

20.00

★★★★★

★★★★★

Sensitive Data & Call Redaction Software | CallMiner

Callminer Eureka Redact is a cloud-based compliance solution that applies machine learning and human-curated algorithms to identify and remove sensitive numerical PCI, PI, and for some GDPR elements from call transcripts and audio recordings. It helps to enhance customer relationships and improve ROI.

Eureka Redact provides the ability to safely store and share audio and transcription data for agent coaching, customer experience analysis, and compliance by eliminating credit card data, social security numbers, and more from voice and multichannel interactions. It ensures regulatory compliance, reduce legal exposure and risk, and encourages secure sharing.

Some of its features include curated redaction algorithms to identify and remove sensitive PCI/ PII numeric data, supports exclusion of non-sensitive number data, certified compliance for PCI DSS 3.0 with benefits for other privacy guidelines, multi-lingual, and ensures the ability to adapt to changing needs.