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Contact Center Software 2020: Buyers Guide

Learn what is Contact Center Software and how to choose the right Contact Center Software

Updated By Cuspera

Last updated: Feb 22, 2021

Top Software

Squaretalk Matrix

Flexibility that Powers Communication

4.63

Read Reviews
Squaretalk Matrix Icon

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.

Squaretalk Matrix Icon
Highlights
Top Processes : Helpdesk management,Contact list management,Engaging and following up
Top Features : Predictive dialer

Vendor: Squaretalk

Company Size: 11-50

HQ Location: Tzeret 15, Jerusalem, Israel

Financials: Series A

Bright Pattern

Contact Center Software | Cloud-Based

4.60

Read Reviews
Bright Pattern Icon

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.

Bright Pattern Icon
Highlights
Top Processes : Helpdesk management,Sales call management,Engagement management
Top Features : Personalization,Recording,Bot

Vendor: Bright Pattern

Founded: 2010

Company Size: 11-50

HQ Location: 1250 Bayhill Drive, Suite 101, San Bruno, CA 94066

Financials: Series A

Knowlarity

Cloud business commnication solution provider with cloud telephony

4.56

Read Reviews
Knowlarity Icon

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.

Testimonials

Archit Srivastava

General Manager

HMIL (Hyundai)

Knowlarity Icon
Highlights
Top Processes : Tracking & monitoring communications,Communication management,Collaboration

Vendor: Knowlarity

Company Size: 251-500

HQ Location: Singapore

Financials: Series C

melissa

Verify Addresses and Identities

4.53

Read Reviews
melissa Icon

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.

melissa Icon
Highlights
Top Processes : Contact list management,Engagement management,Enriching contact list
Top Features : Recording,Personalization

Vendor: Melissa

CallTrackingMetrics

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

4.56

Read Reviews
CallTrackingMetrics Icon

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.

Testimonials

Conscious Health Connections

CallTrackingMetrics Icon
Highlights
Top Processes : Communication management,Tracking & monitoring communications,Sales call management
Top Features : Recording,SEM,Dashboard

Vendor: CallTrackingMetrics

Founded: 2009

Company Size: 11-50

HQ Location: 877 Baltimore Annapolis Blvd STE 207, Severna Park, MD 21146

Financials: Private

Callminer Eureka Analyze

Eureka Analyze Optimize Customer Journey Analytics | CallMiner

4.41

Read Reviews
Callminer Eureka Analyze Icon

Callminer Eureka Analyze

22.06
★★★★★
★★★★★
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.

Testimonials



Adam McCord

Quality Analytics Manager

Bluegreen Vacations America

Callminer Eureka Analyze Icon
Highlights
Top Processes : Engagement management,Coaching,Engaging and following up

Vendor: CallMiner

Company Size: 101-250

HQ Location: 200 West Street, Waltham, MA 02451, US

Financials: Series C

Callminer Eureka Alert

Speech Analytics Alerts for Real-Time Coaching

4.41

Read Reviews
Callminer Eureka Alert Icon

Callminer Eureka Alert

22.06
★★★★★
★★★★★
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.

Testimonials



Adam McCord

Quality Analytics Manager

Bluegreen Vacations America

Callminer Eureka Alert Icon
Highlights
Top Processes : Coaching,Engagement management,Engaging and following up
Top Features : Alerts: popups & Notifications

Vendor: CallMiner

Company Size: 101-250

HQ Location: 200 West Street, Waltham, MA 02451, US

Financials: Series C

Callminer Eureka Redact

Sensitive Data & Call Redaction Software | CallMiner

4.41

Read Reviews
Callminer Eureka Redact Icon

Callminer Eureka Redact

22.06
★★★★★
★★★★★
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.

Testimonials



Adam McCord

Quality Analytics Manager

Bluegreen Vacations America

Callminer Eureka Redact Icon
Highlights
Top Processes : Coaching,Engagement management,Engaging and following up

Vendor: CallMiner

Company Size: 101-250

HQ Location: 200 West Street, Waltham, MA 02451, US

Financials: Series C

Show More

What is Contact Center Software?

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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206 Contact Center Software

PrimoDialler

Hosted Dialler | Call Centre Solutions - Primo Dialler

4.79

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PrimoDialler Icon

PrimoDialler

4.79
★★★★★
★★★★★
Hosted Dialler | Call Centre Solutions - Primo Dialler
Highlights
Top Business Usecases : Helpdesk management,Content curation,Content management
PrimoDialler Icon

Vendor: Primo Dialler

Company Size: 11-50

HQ Location: 83 Ducie St, Manchester, M1 2 JQ, GB

XCALLY

XCALLY Omnichannel Contact Center Software - Asterisk ...

4.78

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XCALLY Icon

XCALLY

4.78
★★★★★
★★★★★
XCALLY Omnichannel Contact Center Software - Asterisk ...
Highlights
Top Business Usecases : Touchpoint management,Channel management,Helpdesk management
Top Features : Dashboard,Recording,Feedback surveys
XCALLY Icon

Vendor: XCALLY

Company Size: NA

HQ Location: Turin, Turin 10128, IT

Financials: NA

VICIdial

VICIdial.com: Open- Source contact center solution..

4.76

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VICIdial Icon

VICIdial

4.76
★★★★★
★★★★★
VICIdial.com: Open- Source contact center solution..
Highlights
Top Business Usecases : Helpdesk management,Sales call management,Call recording
Top Features : Recording,Predictive dialer,Personalization
VICIdial Icon

Vendor: VICIdial.com

Company Size: 11-50

HQ Location: 9887 4th St. N. #200, St Petersburg, Florida 33702, US

Financials: Private

Call Center Software

Management Software | Voicent

4.72

Read Reviews
Call Center Software Icon

Call Center Software

4.72
★★★★★
★★★★★
Management Software | Voicent
Highlights
Top Business Usecases : Helpdesk management,Sales call management,Communication management
Top Features : Recording,Dashboard,Predictive dialer
Call Center Software Icon

Vendor: Voicent Communications

Company Size: 11-50

HQ Location: 2672 Bayshore Parkway, Mountain View, California 95054, US

Vocalcom

AI Powered Contact Center Software

4.71

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Vocalcom Icon

Vocalcom

4.71
★★★★★
★★★★★
AI Powered Contact Center Software
Highlights
Top Business Usecases : Engagement management,Communication management,Contact list management
Top Features : Personalization,Recording,Dashboard
Vocalcom Icon

Vendor: Vocalcom

Company Size: 251-500

HQ Location: 25 Rue Balzac, Paris, 75008, FR

Financials: M&A

CallTools

World’s Fastest Growing Call Center Software...

4.68

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CallTools Icon

CallTools

4.68
★★★★★
★★★★★
World’s Fastest Growing Call Center Software...
Highlights
Top Business Usecases : Helpdesk management,Sales call management,Call recording
Top Features : Predictive dialer,Recording,Dashboard
CallTools Icon

Vendor: Call Tools

Company Size: 11-50

HQ Location: 16842 Von Karman Suite 475, Irvine, CA 92606, US

Financials: NA

Enghouse Interactive

Enghouse Interactive - Bring your customers closer to your business

4.68

Read Reviews
Enghouse Interactive Icon

Enghouse Interactive

4.68
★★★★★
★★★★★
Enghouse Interactive - Bring your customers closer to your business
Highlights
Top Business Usecases : Sales call management,Call recording,Helpdesk management
Top Features : Recording,Personalization
Enghouse Interactive Icon

Vendor: Enghouse Interactive

Company Size: 501-1000

HQ Location: Phoenix, AZ

Financials: M&A

Squaretalk Matrix

Flexibility that Powers Communication

4.63

Read Reviews
Squaretalk Matrix Icon

Squaretalk Matrix

4.63
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Helpdesk management,Contact list management,Engaging and following up
Top Features : Predictive dialer
Squaretalk Matrix Icon

Vendor: Squaretalk

Company Size: 11-50

HQ Location: Tzeret 15, Jerusalem, Israel

Financials: Series A

Greenlight CRM

Blended Dialler & Unified CRM Platform | GreenlightCRM

4.62

Read Reviews
Greenlight CRM Icon

Greenlight CRM

4.62
★★★★★
★★★★★
Blended Dialler & Unified CRM Platform | GreenlightCRM
Highlights
Top Business Usecases : Sales call management,Call recording,Helpdesk management
Greenlight CRM Icon

Vendor: Greenlight Innovation

Company Size: 11-50

HQ Location: Prospect House, Prospect Business Centre, Gemini Cresent, Dundee, DD2 1TY

Aloware

aloware.com - Modern Contact Center

4.62

Read Reviews
Aloware Icon

Aloware

4.62
★★★★★
★★★★★
aloware.com - Modern Contact Center
Highlights
Top Business Usecases : Sales call management,Call recording,Communication management
Top Features : Recording,Dashboard,Voice transcription
Aloware Icon

Vendor: Aloware

Company Size: 11-50

HQ Location: 16060 Ventura Blvd, Los Angeles, California US

Financials: Seed

Parrot Cloud Call Center

Drive Leads With Cloud Based Call Center Software - EVS7

4.62

Read Reviews
Parrot Cloud Call Center Icon

Parrot Cloud Call Center

4.62
★★★★★
★★★★★
Drive Leads With Cloud Based Call Center Software - EVS7
Highlights
Top Business Usecases : Helpdesk management,Sales call management,Call recording
Top Features : Predictive dialer,Recording
Parrot Cloud Call Center Icon

Vendor: Electronic Voice Services

Company Size: 01-10

HQ Location: 16475 Dallas Parkway, Ste 350, Addison, Texas 75001, US

Financials: Private

uContact

Contact Center Software - Integra CCS

4.61

Read Reviews
uContact Icon

uContact

4.61
★★★★★
★★★★★
Contact Center Software - Integra CCS
Highlights
Top Business Usecases : Communication management,Social media management,Helpdesk management
Top Features : Live monitoring,Gamification,Recording
uContact Icon

Vendor: Integra CCS

Company Size: 101-250

HQ Location: Juan Pablo Laguna 3493 , Montevideo, Montevideo 11300, UY

Financials: Private

Bright Pattern

Contact Center Software | Cloud-Based

4.60

Read Reviews
Bright Pattern Icon

Bright Pattern

4.60
★★★★★
★★★★★
Contact Center Software | Cloud-Based

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

Highlights
Top Business Usecases : Helpdesk management,Sales call management,Engagement management
Top Features : Personalization,Recording,Bot
Bright Pattern Icon

Vendor: Bright Pattern

Founded: 2010

Company Size: 11-50

HQ Location: 1250 Bayhill Drive, Suite 101, San Bruno, CA 94066

Financials: Series A

Exelysis Contact Center

Exelysis Contact Center

4.60

Read Reviews
Exelysis Contact Center Icon

Exelysis Contact Center

4.60
★★★★★
★★★★★
Exelysis Contact Center
Highlights
Top Business Usecases : Helpdesk management,Tracking & monitoring communications,Communication management
Top Features : Recording
Exelysis Contact Center Icon

Vendor: Exelysis

Company Size: 11-50

HQ Location: London

Financials: NA

OXON

OXON - a single platform to communicate and ...

4.60

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OXON Icon

OXON

4.60
★★★★★
★★★★★
OXON - a single platform to communicate and ...
Highlights
Top Business Usecases : Contact list management,Helpdesk management,Telemarketing
Top Features : Personalization,Ticketing,Alerts: popups & Notifications
OXON Icon

Vendor: OXON

Company Size: 11-50

HQ Location: Tum?no st. 4 - 54, Vilnius, LT01109, LT

Exotel

Exotel - Cloud Communication APIs for Calls, SMS ...

4.60

Read Reviews
Exotel Icon

Exotel

4.60
★★★★★
★★★★★
Exotel - Cloud Communication APIs for Calls, SMS ...
Highlights
Top Business Usecases : Sales call management,Call recording,Helpdesk management
Top Features : Recording,Personalization,Dashboard
Exotel Icon

Vendor: Exotel Techcom Pvt. Ltd

Company Size: 51-100

Financials: Seed

Klaus

Conversation review tool for support teams | Klaus

4.59

Read Reviews
Klaus Icon

Klaus

4.59
★★★★★
★★★★★
Conversation review tool for support teams | Klaus
Highlights
Top Business Usecases : Helpdesk management,Customer feedback management,Training & onboarding
Top Features : Ticketing
Klaus Icon

Vendor: Klaus

Company Size: 11-50

HQ Location: Sitting on the hood of a car, Tallinn, Harjumaa 1234567, EE

Knowlarity

Cloud business commnication solution provider with cloud telephony

4.56

Read Reviews
Knowlarity Icon

Knowlarity

4.56
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Tracking & monitoring communications,Communication management,Collaboration
Knowlarity Icon

Vendor: Knowlarity

Company Size: 251-500

HQ Location: Singapore

Financials: Series C

CloudTalk

Cloudtalk | Handle phone conversations in a modern way, Real-time Customer Card

4.54

Read Reviews
CloudTalk Icon

CloudTalk

4.54
★★★★★
★★★★★
Cloudtalk | Handle phone conversations in a modern way, Real-time Customer Card
Highlights
Top Business Usecases : Helpdesk management,Sales call management,Call recording
Top Features : Recording,Dashboard,Personalization
CloudTalk Icon

Vendor: CloudTalk

Company Size: 11-50

HQ Location: New York City, New York

Financials: Seed

melissa

Verify Addresses and Identities

4.53

Read Reviews
melissa Icon

melissa

4.53
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Contact list management,Engagement management,Enriching contact list
Top Features : Recording,Personalization
melissa Icon

Vendor: Melissa

CallTrackingMetrics

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

4.56

Read Reviews
CallTrackingMetrics Icon

CallTrackingMetrics

4.56
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Communication management,Tracking & monitoring communications,Sales call management
Top Features : Recording,SEM,Dashboard
CallTrackingMetrics Icon

Vendor: CallTrackingMetrics

Founded: 2009

Company Size: 11-50

HQ Location: 877 Baltimore Annapolis Blvd STE 207, Severna Park, MD 21146

Financials: Private

Callminer Eureka Analyze

Eureka Analyze Optimize Customer Journey Analytics | CallMiner

4.41

Read Reviews
Callminer Eureka Analyze Icon

Callminer Eureka Analyze

4.41
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Engagement management,Coaching,Engaging and following up
Callminer Eureka Analyze Icon

Vendor: CallMiner

Company Size: 101-250

HQ Location: 200 West Street, Waltham, MA 02451, US

Financials: Series C

Callminer Eureka Alert

Speech Analytics Alerts for Real-Time Coaching

4.41

Read Reviews
Callminer Eureka Alert Icon

Callminer Eureka Alert

4.41
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Coaching,Engagement management,Engaging and following up
Top Features : Alerts: popups & Notifications
Callminer Eureka Alert Icon

Vendor: CallMiner

Company Size: 101-250

HQ Location: 200 West Street, Waltham, MA 02451, US

Financials: Series C

Callminer Eureka Redact

Sensitive Data & Call Redaction Software | CallMiner

4.41

Read Reviews
Callminer Eureka Redact Icon

Callminer Eureka Redact

4.41
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Coaching,Engagement management,Engaging and following up
Callminer Eureka Redact Icon

Vendor: CallMiner

Company Size: 101-250

HQ Location: 200 West Street, Waltham, MA 02451, US

Financials: Series C