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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

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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196 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

CallShaper Predictive Dialer Software

Predictive Dialer Software: The Secret to Maximum Call Center Efficiency

4.74

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CallShaper Predictive Dialer Software Icon

CallShaper Predictive Dialer Software

4.74
★★★★★
★★★★★
Predictive Dialer Software: The Secret to Maximum Call Center Efficiency
Highlights
Top Business Usecases : Helpdesk management,Sales call management,Lead management
Top Features : Predictive dialer,Recording,Dashboard
CallShaper Predictive Dialer Software Icon

Vendor: CallShaper

Company Size: 1-10

HQ Location: 5009 Honeygo Center Drive, Suite 205, Perry Hall, MD 21128, US

Financials: Private

Call Center Software

Management Software | Voicent

4.72

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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

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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

Greenlight CRM

Blended Dialler & Unified CRM Platform | GreenlightCRM

4.62

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

Twilio Flex

Twilio - Communication APIs for SMS, Voice, Video and Authentication

4.53

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Twilio Flex Icon

Twilio Flex

4.53
★★★★★
★★★★★
Twilio - Communication APIs for SMS, Voice, Video and Authentication

Twilio is a cloud communications platform for software development teams to connect with customers.

Highlights
Top Business Usecases : Communication management,Engagement management,Sales call management
Top Features : Alerts: popups & Notifications,Recording,Ticketing
Twilio Flex Icon

Vendor: Twilio

Founded: 2008

Company Size: 1001-5000

HQ Location: 375 Beale Street, Suite 300, San Francisco, CA 94105

Financials: IPO

CallTrackingMetrics

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

4.56

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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

4.00

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Callminer Eureka Analyze Icon

Callminer Eureka Analyze

4.00
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Contract management,Sales document management,Engagement management
Top Features : Dashboard
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

4.00

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Callminer Eureka Alert Icon

Callminer Eureka Alert

4.00
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Contract management,Sales document management,Engagement management
Top Features : Alerts: popups & Notifications,Recording,Dashboard
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

4.00

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Callminer Eureka Redact Icon

Callminer Eureka Redact

4.00
★★★★★
★★★★★
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.

Highlights
Top Business Usecases : Contract management,Sales document management,Sales call management
Top Features : Recording,Dashboard
Callminer Eureka Redact Icon

Vendor: CallMiner

Company Size: 101-250

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

Financials: Series C