In this section, you will find
What is Contact Center Software?
Learn what is Contact Center Software and how to choose the right Contact Center Software
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Updated By Cuspera
Last updated: Jan 31, 2024
Combines Enterprise Performance With Consumer Simplicity for Customer Satisfaction, Increase Productivity
Talkdesk is a Contact Center as a Service (CCaaS) platform for customer service teams to improve customer satisfaction and agent productivity.
It primarily provides workforce engagement management, call center software, computer software, technology, customer experience, innovation, enterprise, customer service, CSAT. It is accessible via Email, Messaging & Chat Social Listening.
It comes with AI and automation, integrations and reporting and analytics.
With Talkdesk, I can focus on what is important to customers, instead of fighting with our phone system. Not having to worry about your technology is half the battle.Megan Miles
Customer Service Manager
Zumiez
Vendor: Talkdesk
Founded: 2011
Company Size: 501-1000
HQ Location: 535 Mission Street, 12th Floor, San Francisco, CA 94105
Financials: SERIES B
Leading Cloud Contact Center Platform for the Digital Enterprise
Five9 is a Contact Center Software for inbound, outbound, blended and omnichannel contact centers world-wide. It helps organizations of every size transition from premise-based software to the cloud. Business takes advantage of secure, reliable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. The cloud-based solution provides omnichannel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more.
The inbound call center distinguishes a brand in the crowded marketplace. Preview Dialer is an outbound call center that allows sales reps to review customer contact records prior to dialing. The blended call center enables follow-ups and courtesy calls during slow periods of the day. Omnichannel call center features the engagement of customizable channels.
At a moment’s notice we can design and deploy new campaigns and report results immediately.Pedro Guijarro
IT Manager
USCB America
Vendor: five9
Founded: 2001
Company Size: 501-1000
HQ Location: 4000 Executive Parkway, Suite 400, San Ramon, CA 94583, USA
Financials: IPO
Complete CXi Platform for every journey
NICE CXone is a Customer Experience Interaction Platform that helps with frictionless experiences across the entire customer journey for the contact center with AI-powered experiences providing real-time information and guidance for fast, personalized experiences.
NICE ensures the customers with knowledge management across search, websites, and mobile. Simplifies service delivery for faster resolution of customer issues and reduced costs. It's an enterprise-grade platform that scales securely, deploys quickly, and services customers globally.
Its features are improved customer experience and loyalty, Reduced cost of service, increase sales, raise agent retention, achieve compliance adherence, gain business agility, fraud prevention, optimized back-office performance and more.
To have completion rates of eight hours or less—that’s phenomenal. We’re really taking customer service to the next level with NICE CXone.Angie Luckey-Succes
Director of Client Experience
Landauer
Vendor: Nice
Company Size: 5001-10000
HQ Location: 221 River St, Hoboken, New Jersey 07030, US
Financials: IPO
Aircall | Cloud Call Center Software & Business Phone System
Aircall is a cloud-based phone system designed for teams like customer support, Call centers and sales teams with an organization. It is a complete VoIP system that helps manage and contact customers irrespective of where they are located and without having to set up physical phone lines.
The primary features of the software include call monitoring in routing, call recording, conferencing, Toll-Free Numbers, Customized Business Hours, Interactive Voice Response (IVR), CRM Integrations, Call Center Analytics and Reporting, live feed and Computer Telephony Integrations (CTI). It allows integration with CRM systems like Zendesk and Slack using APIs and Webhooks.
The application can be accessed on both desktop and mobile devices. It is available as a Chrome extension and uses advance analytics to provide access to information like Calls Overview and Statistics . Manager can monitor team activities and availability through live feed feature. Also, you can listen to live calls and initiate agent coaching on the dashboard.
Instead of digging through multiple systems trying to find clues, the right information is already there, helping us anticipate an issue before the customer even mentions it.Lauren Panken
Operating Systems Manager
UNTUCKit
Vendor: Aircall
Company Size: 101-250
Financials: SERIES B
Smart knowledge based self-service
NICE CXone Expert (formerly Mindtouch) is an enterprise-grade knowledge management platform that provides solutions for customer self-service, agent assistance and departmental knowledge. It is suited for mid-size to large companies looking to increase customer lifetime value.
It features an editor, page layout, content reuse, information architecture, link management, localization & translation, content feedback, permissions & privacy, touchpoints, pre-built integrations, Google-optimized, paths, intelligent search, engagement, contributions and site health.
It provides a robust platform to create, manage, extend and optimize content across the organization and extend knowledge to all channels your customer and agents use. It offers built-in tools to monitor site structure, identify errors to help optimize navigation, capture insights that enable measuring consistency, get valuable customer insights and reduce time to resolution.
Vendor: Nice
Company Size: 5001-10000
HQ Location: 221 River St, Hoboken, New Jersey 07030, US
Financials: IPO
Genesys | all-in-one omnichannel contact center and communications solution
Genesys PureConnect is a Customer Experience platform providing omnichannel contact centre and communications solutions for cloud and on-premise markets. It unifies communications across the organization, with its all-in-one architecture enabling consolidation of call-center and business communication infrastructures.
Genesys PureConnect features include Call Center software with Email, Chat, Messaging, Chatbots, Voicebots, Integrations and Apps and Automated routing. The Call Center software is built to enable responding to customers in real-time on channels of their choice which includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share and more.
The software enables centralization of emails with the other customer communication channels enabling better response and faster solution to customer problems. Genesys PureConnect integrates seamlessly with the other systems in the business including the CRM systems from Salesforce, Oracle and Microsoft.
We manage hundreds of agents and hundreds of numbers, yet because of the ease of use of the PureConnect platform, we’re doing that with just one dedicated administrator. It’s really unheard of, and as a result and, it has saved us hundreds of thousands of dollars annually.Paul Staehlin
Director of Operations
EMS
Vendor: Genesys
Founded: 1990
Company Size: 5001-10000
HQ Location: 2001 Junipero Serra BlvdDaly City, CA 94014, USA
Financials: PRIVATE
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.
Because Bright Pattern offers such a variety of native channels, experimentation is easy. Implementing a new channel is simple because Bright Pattern built all the channels in house on a true omnichannel platform that creates a seamless customer experience.Jeff Kramp
VP of Technology
VIPdesk Connect
Vendor: Bright Pattern
Founded: 2010
Company Size: 11-50
HQ Location: 1250 Bayhill Drive, Suite 101, San Bruno, CA 94066
Financials: SERIES A
Twilio - Communication APIs for SMS, Voice, Video and Authentication
Twilio is a cloud communications platform for software development teams to connect with customers.
Twilio primarily helps software developers to programmatically perform communication functions to make and receive phone calls and send and receive text messages.
It comes with web service APIs.
Vendor: Twilio
Founded: 2008
Company Size: 1001-5000
HQ Location: 375 Beale Street, Suite 300, San Francisco, CA 94105
Financials: IPO
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.
The number masking feature has been a very worthy addition to making our customer experience even better.Prateek Jain
Former Associate Director - Driver Experience
Olacabs
Vendor: Exotel
Company Size: 251-500
HQ Location: #22, Exotel Techcom, Near RMZ Millenia, Kensington Road, Ulsoor, Bengaluru, Karnataka, India – 560008
Financials: SERIES D
Connect with their customers and turn daily interactions into great customer experiences
CallFinder is the leading provider of managed cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription with conversational insights, such as sentiment analysis and emotion detection. It helps small and medium-sized businesses with both contact center and remote agents automate quality monitoring to improve agent performance and provide a superior customer experience.
CallFinder provides an affordable speech analytics solution for one-on-one training, provides ongoing support, advice, and optimization tips with automated scorecards to evaluate the performance of individual calls, agents, and agent teams. Derive insights and provide feedback for the contact center agents to improve performance and the customer experience. It also delivers automated transcripts of the customer interactions, along with sentiment analysis and silence detection to understand customer needs, gain product and competitor knowledge, and capture business insights to improve contact center performance.
Some of its features include automated scorecard and call transcriptions, sentiment and emotion analysis and reporting, silence and overtalk detection with implementation and superior support.
Vendor: CallFinder
Company Size: 11-50
HQ Location: 1795 Williston Road, Suite 200 South Burlington, VT 05403
Financials: PRIVATE
In this section, you will find
What is Contact Center Software?
Contact center software consists of a suite or set of technology tools that increase the effectiveness and efficiency of a contact center, with a specific focus on facilitating interactions between customers and contact center agents.
The core function of contact center software is to route customer contacts to agents and track and report key metrics regarding those interactions. Contact center software contains user-established rules to assist in routing contacts to agents who have the appropriate skill sets to handle specific types of inquiries. They also help to automate many of the contact center operations.
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Combines Enterprise Performance With Consumer Simplicity for Customer Satisfaction, Increase Productivity
Talkdesk is a Contact Center as a Service (CCaaS) platform for customer service teams to improve customer satisfaction and agent productivity.
Vendor: Talkdesk
Founded: 2011
Company Size: 501-1000
HQ Location: 535 Mission Street, 12th Floor, San Francisco, CA 94105
Financials: SERIES B
Leading Cloud Contact Center Platform for the Digital Enterprise
Five9 is a Contact Center Software for inbound, outbound, blended and omnichannel contact centers world-wide. It helps organizations of every size transition from premise-based software to the cloud. Business takes advantage of secure, reliable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Vendor: five9
Founded: 2001
Company Size: 501-1000
HQ Location: 4000 Executive Parkway, Suite 400, San Ramon, CA 94583, USA
Financials: IPO
Complete CXi Platform for every journey
NICE CXone is a Customer Experience Interaction Platform that helps with frictionless experiences across the entire customer journey for the contact center with AI-powered experiences providing real-time information and guidance for fast, personalized experiences.
Vendor: Nice
Company Size: 5001-10000
HQ Location: 221 River St, Hoboken, New Jersey 07030, US
Financials: IPO
Aircall | Cloud Call Center Software & Business Phone System
Aircall is a cloud-based phone system designed for teams like customer support, Call centers and sales teams with an organization. It is a complete VoIP system that helps manage and contact customers irrespective of where they are located and without having to set up physical phone lines.
Vendor: Aircall
Company Size: 101-250
Financials: SERIES B
Smart knowledge based self-service
NICE CXone Expert (formerly Mindtouch) is an enterprise-grade knowledge management platform that provides solutions for customer self-service, agent assistance and departmental knowledge. It is suited for mid-size to large companies looking to increase customer lifetime value.
Vendor: Nice
Company Size: 5001-10000
HQ Location: 221 River St, Hoboken, New Jersey 07030, US
Financials: IPO
Genesys | all-in-one omnichannel contact center and communications solution
Genesys PureConnect is a Customer Experience platform providing omnichannel contact centre and communications solutions for cloud and on-premise markets. It unifies communications across the organization, with its all-in-one architecture enabling consolidation of call-center and business communication infrastructures.
Vendor: Genesys
Founded: 1990
Company Size: 5001-10000
HQ Location: 2001 Junipero Serra BlvdDaly City, CA 94014, USA
Financials: PRIVATE
Contact Center Software | Cloud-Based
Bright Pattern is a cloud contact center software with embedded AI. It helps to improve efficiency and ROI.
Vendor: Bright Pattern
Founded: 2010
Company Size: 11-50
HQ Location: 1250 Bayhill Drive, Suite 101, San Bruno, CA 94066
Financials: SERIES A
Twilio - Communication APIs for SMS, Voice, Video and Authentication
Twilio is a cloud communications platform for software development teams to connect with customers.
Vendor: Twilio
Founded: 2008
Company Size: 1001-5000
HQ Location: 375 Beale Street, Suite 300, San Francisco, CA 94105
Financials: IPO
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.
Vendor: Exotel
Company Size: 251-500
HQ Location: #22, Exotel Techcom, Near RMZ Millenia, Kensington Road, Ulsoor, Bengaluru, Karnataka, India – 560008
Financials: SERIES D
Connect with their customers and turn daily interactions into great customer experiences
CallFinder is the leading provider of managed cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription with conversational insights, such as sentiment analysis and emotion detection. It helps small and medium-sized businesses with both contact center and remote agents automate quality monitoring to improve agent performance and provide a superior customer experience.
Vendor: CallFinder
Company Size: 11-50
HQ Location: 1795 Williston Road, Suite 200 South Burlington, VT 05403
Financials: PRIVATE
Business Phone System & Integrated VoIP Service
Vendor: Toky
Company Size: 11-50
HQ Location: 530 Lytton Ave 2nd Floor, Palo Alto, CA 94301, US
Financials: SEED
Powerful cloud business phone system with mobility, reliability and collaboration
8x8 Business Phone system enables virtual office mobility and collaboration for Enterprises and Small and Medium businesses. It can be deployed in industries such as Healthcare, High-tech, Manufacturing, Government, Insurance and more.
Vendor: 8x8
Company Size: 501-1000
HQ Location: 675 Creekside Way, Campbell, CA 95008, US
Financials: IPO
The backbone of any virtual phone system - MightyCall
Vendor: MightyCall
Company Size: 11-50
HQ Location: 101 Alma St Apt. 105 Palo Alto, California 94301, US
Financials: PRIVATE
VICIdial.com: Open- Source contact center solution..
Vendor: VICIdial.com
Company Size: 11-50
HQ Location: 9887 4th St. N. #200, St Petersburg, Florida 33702, US
Financials: PRIVATE
computer-talk.com - Omnichannel Cloud Contact Center
Vendor: ComputerTalk
Company Size: 51-100
HQ Location: 150 Commerce Valley Drive West, Suite 800, Markham, Ontario L3T 7Z3, CA
Financials: PRIVATE
Customer service software with AI-enabled real-time assist, sentiment analysis, and more.
Dialpad Ai Contact Centre is the most advanced omnichannel contact centre, with Ai-enabled digital, inbound, and outbound voice capabilities designed to provide excellent customer outcomes. It assists organisations in better understanding their customers in order to reduce churn, streamline agent and supervisor workflows to increase productivity, and significantly improve customer-centric metrics.
Vendor: Dialpad
Founded: 2011
Company Size: 501-1000
HQ Location: 100 California St, Fifth Floor, San Francisco, California 94111, US
Financials: SERIES F
AI Powered Contact Center Software
Vendor: Vocalcom
Company Size: 251-500
HQ Location: 25 Rue Balzac, Paris, 75008, FR
Financials: PRIVATE
Virtual Phone Systems for Small Businesses ...
Vendor: UniTel Voice
Company Size: 11-50
HQ Location: 1280 Iroquois Ave , Naperville, Illinois 60563, US
Financials: PRIVATE
Take your customer support into the digital age
Vendor: UJET
Company Size: 51-200
HQ Location: 201 3rd St, Suite 950, San Francisco, California 94103, US
Financials: SERIES B
Enterprise Contact Center Solutions
Vendor: Alvaria
Company Size: 1001-5000
HQ Location: 8101 E, Prentice Ave, Suite 350 Greenwood Village, CO 80111
Financials: PRIVATE
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.
Vendor: CallTrackingMetrics
Founded: 2009
Company Size: 11-50
HQ Location: 877 Baltimore Annapolis Blvd STE 207, Severna Park, MD 21146
Financials: PRIVATE
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.
Vendor: CallMiner
Company Size: 101-250
HQ Location: 200 West Street, Waltham, MA 02451, US
Financials: SERIES F
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.
Vendor: CallMiner
Company Size: 101-250
HQ Location: 200 West Street, Waltham, MA 02451, US
Financials: SERIES F
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.
Vendor: CallMiner
Company Size: 101-250
HQ Location: 200 West Street, Waltham, MA 02451, US
Financials: SERIES F