Contact Center Operations reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
Best Contact Center Operations Software
Contact center operations software provides businesses with the capabilities necessary to run a customer contact center. Whether as part of a traditional dedicated telephone-based call center or a multichannel contact center, contact center operations enables inbound queueing and routing, outbound contacting, computer systems integration, and management tools that are basic to all such operations.
Contact center operations tools are commonly used by support teams to staff a help line or by sales teams to handle prospecting. These products integrate with CRM software applications to access customer information and to update customer records with the post-action summaries. They will often integrate with contact center workforce software, speech analytics software, and auto dialer software solutions if the product doesn’t provide that functionality natively. Contact center operations features can overlap with telecom services software beyond adding communication channels—analytics, real-time call guidance for agents, and authentication or permission services, among others.
While all contact center operations software provides similar baseline functionality, it comes in different forms according to customer needs. The most common division is between on-premises systems and provider-hosted solutions. On-premises is the older of the two, with roots in landline telephony and hardware, while cloud solutions, also known as contact center as a service (CCaaS), rely on the internet and IP telephony to fill the role. As a broad generalization, on-premises contact center operations is best for telephone call centers and cloud contact center operations is preferred when more varied communications methods are in use. There are industry-specific customizations of contact center operations, notably for health care, retail, and hospitality, among others; this also means there are products better suited for B2B or B2C.
To qualify for inclusion in the Contact Center Operations category, a product must:
Top 10 Contact Center Operations Software
- NICE inContact
- Talkdesk
- Genesys Engage
- Genesys Cloud
- Aircall
- UJET
- Genesys PureConnect
- 3CX
- Five9
- Zendesk Support Suite
NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive
Talkdesk is an enterprise cloud contact center empowering companies to make customer experience a true competitive advantage. With enterprise-class performance and consumer-like experience, Talkdesk empowers you to adapt your contact center to the evolving needs of your customers and teams. The results? Increased productivity, higher customer satisfaction, more cost savings and great customer experience. It is the fastest growing cloud contact center solution with over 1800 customers in over 75
Genesys Engage is the Genesys customer engagement platform for the enterprise. Built to bring flexible solutions for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations. Complete customer and employee journey management Built to manage both the customer and employee experience, across all channels, Genesys Engage leverages the power of artificial intelligence and machine learning to supercharge both customer and emplo
Customer relationships can be complex, but that doesn’t mean they have to be difficult. Genesys Cloud™ makes customer relationships simple. Built to handle any channel, the Genesys Cloud solution follows the conversation everywhere—turning calls, email, chats and social comments into a seamless conversation. Connect with Customers Genesys Cloud simplifies the way you connect with customers across channels, providing all the context you need to deliver more personalized experiences and build st
Aircall is the cloud-based phone system of choice for modern brands. By seamlessly integrating with the most popular CRM and Helpdesk tools, we help sales and support teams with 3+ users communicate clearly and efficiently. Admins can instantly add numbers from 100+ countries, scale their teams according to seasonality, and gain deep insights through real-time analytics. Accessible by desktop and mobile app, Aircall is trusted by over 5000 companies worldwide. Start a risk-free trial to see Airc
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000
PureConnect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise, PureConnect lets you replace multiple point solutions with a single platform that supports empowered employees and loyal customers. Do more with less An all-in-one multichannel platform enables you to deliver a better customer experience while greatly simplifying
3CX is the developer of an open standards communications solution which innovates business connectivity and collaboration and replaces proprietary PBXs. The award-winning software enables companies of all sizes to cut telco costs, boost employee productivity, and enhance customer experience. With integrated WebRTC video conferencing; apps for Android, iOS, the web and desktop; a full suite of collaboration features, and website live chat, 3CX offers companies a complete communications package o
Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to more than 2,000 customers worldwide and facilitating more than five billion call minutes annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. For more information visit www.five9.com.
It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F
Dixa is customer service software that empowers brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform, enabling brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have all the context they need to provide fast, efficient, and effective customer service every
Freshcaller is a cloud-based modern phone system that helps you in scaling your business without having to worry about the complexity. Freshcaller offers phone numbers in 90+ countries, requires zero phone hardware, and is easy to set up. As a phone system designed for teams with little/ no IT support, Freshcaller allows users to create a new account in minutes and configure rules, business hours, and routing processes that are effected/executed in real-time. Freshcaller enables businesses to
CloudTalk is user-friendly cloud-based phone software for sales and support teams. It is used by startups, scale-ups, SMEs or eCommerce to improve customer experiences and team performance. To achieve this, CloudTalk provides more than 50 advanced calling features. Thanks to seamless integration with the favourite tools (such a CRM, Helpdesk, or e-commerce platforms, etc.), CloudTalk helps companies deliver first-class customer experiences, resulting in the growth of their profitably. Cloudtalk
ringDNA is a sales engagement platform that helps businesses scale revenue growth through AI. The leading choice for Salesforce customers, ringDNA offers a complete solution for sales engagement, sales playbook execution, performance insight, conversation intelligence and much more. Backed by Goldman Sachs, Bryant Stibel and Palisades Growth Capital, ringDNA was named one of the "Best Places to Work" by BuiltinLA and Comparably, as featured in USA Today, and "One of The Best Privately Owned Comp
Wix Answers is the industry’s first unified customer support platform. With all support channels built into a single platform, agents are more efficient and teams can gain deeper insights into their operations. Wix Answers uses a centralized, AI-powered approach to knowledge management that makes customers self-reliant, agents more effective, and organizations run more smoothly.
Dialpad’s Contact Center enables agents to deliver personalized support at scale. With real-time coaching that offers up answers on demand plus native integrations to help desks and ticketing systems, your agents have a single place to focus, troubleshoot, and resolve.
Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve milli
Aloware understands what a modern contact center software should be: efficient, flexible, and packed with necessary features. It gears sales and support teams with the right tools to crush quotas and close more deals efficiently. It does all that by providing an all-in-one turnkey software that helps sales teams engage with customers in ways they love: via call, text message, email or social. Sales teams love Aloware for its adaptability. It offers seamless integrations with major CRMs, making
CallTrackingMetrics is the only digital platform that uses call tracking intelligence to inform contact center automation—resulting in a more personalized customer experience. Discover which marketing campaigns are generating leads and conversions, and use that data to automate call flows and power your contact center. Unify communications across your entire organization with our phone, text, online form, and chat tools. More than 100,000 users around the globe trust CallTrackingMetrics to manag
CallMiner is a SaaS-based, customer engagement and speech analytics platform that leverages AI and machine learning to capture, transcribe and reveal insight from 100% of your customer interactions. The CallMiner Eureka platform transforms the Voice of Your Customers and Voice of your Employees into operational intelligence at scale. Customer Engagement Analytics delivers dialog and sentiment visibility, agent performance management and PCI-supported sensitive data redaction to enable secure s
Kixie is the sales engagement platform that boosts sales team performance with ultra-reliable, easily automated calling and texting for HubSpot, Salesforce, Pipedrive, Zoho, and other leading CRMs. Kixie connects agents to prospects naturally and automatically, reveals valuable insights about conversations and provides truly dependable service. The platform includes the PowerCall dialer & mobile apps, Automations, Analytics and Contact Center. With Kixie, sales teams have the power to achi
A cloud-based contact center platform that’s infinitely flexible & instantly deployable
VCC Live is an Enterprise Cloud Contact Center software provider that for more than 10 years has been consolidating its presence internationally as a reliable business solution for companies dealing with wide-range customer communications through a variety of channels, including Phone, SMS, Email, Webchat, and Social media. Know more about our solution: https://vcc.live/
CallHippo is a next-generation business phone system that helps you connect with your customers.CallHippo is easy-to-use while offering robust functionality with advanced features like Power Dailer and Automatic call distribution. Our Extensive reporting and seamless integrations empower sales and service teams to have effective conversations with customers. Providing World-Class support 24*7 and Accessible by desktop and mobile-app, CallHippo is trusted by over 5000 companies worldwide.
Vonage Contact Center for Salesforce is #1 for Salesforce AppExchange user reviews, with a 4.9/5 Salesforce AppExchange rating. The solution delivers unmatched Salesforce integration into routing, reporting, and the user experience for Service Cloud and Sales Cloud users. Voice and Salesforce digital channels are seamlessly blended to deliver a consistent customer experience across all channels while reducing administrative complexity. Service excellence is delivered through all stages of pre-sa
Connect First is an award-winning SaaS telecommunications and cloud contact center software provider that focuses on customer satisfaction and elegant hosted solutions. Connect First offers a robust platform, designed and supported by a team of highly experienced engineers, designers and business analysts, and backed with personalized in-house customer care. Call center solutions include call tracking, interactive voice response, outbound auto dialers, and more. Connect First is moderately pr
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Managem
8x8 Contact Center is designed to enable any business to deliver a positive customer experience with a complete multi-channel solution and extensive customer analytics. 8x8 includes interoperable team messaging as a native entitlement to enhance customer service, removing corporate silos that prevent information sharing and degrade customer support. Also included with each agent license is integration with major CRM applications and an Open API for extended third party system connectivity. Key f
Avaya Aura is our core communications platform delivering company-wide, people-centric collaboration and supporting full unified communications and contact center solutions for midsize to large enterprises.
Creatio is a global software company providing a leading low-code platform for process management and CRM. The company has been highly recognized as a market leader by key industry analysts. Its intelligent products accelerate sales, marketing, service and operations for mid-size and large enterprises. Together with hundreds of partners Creatio operates in 110 countries worldwide. The mission of Creatio is to help companies ACCELERATE! Creatio provides its customers with comprehensive full-f
Learn More About Contact Center Operations Software
What is Contact Center Operations Software?
Thousands of businesses work with customers over the phone every day to generate awareness and drive revenue for their company. Not to mention, many customer support initiatives rely on inbound and outbound calls. Contact center technology helps businesses build a digital platforms to track these interactions, without the need for hardware or additional technical assistance. With these communication platforms, companies can oversee contact center operations and streamline customer conversations with features including automated call routing and call center analytics.
Much like VoIP providers, contact center platforms enable voice conversations that connect customer phone lines without internal telephone networks. In some cases, these platforms integrate with other systems to consolidate multiple channels into a single stream for customer service teams. Many platforms integrate with systems such as customer relationship management (CRM) software, so call center representatives can place calls directly from customer profiles; users can update profiles with information from calls in real time. These systems optimize the customer experience of sales and support communications.
Key Benefits of Contact Center Operations Software
- Centralizes phone-based customer engagements on a digital platform
- Schedules and assigns calls based on a specific company’s configurations
- Reduces need for landline networks and manual phone operations
- Streamlines call center operations to improve efficiency, business outcomes, and customer satisfaction
Why Use Contact Center Operations Software?
Fielding or placing customer calls is an integral component for businesses across diverse industries. Depending on a company’s size and structure, it can become an overwhelming experience: Calls can be dropped, the customer queue can be too long, and important information can fall through the cracks. These solutions offer modalities that ensure a positive customer journey, while keeping internal teams organized and efficient. When these solutions are properly implemented, businesses can handle a higher call volume, improve team performance, and guide the flow of customer conversations.
The functionality of these systems varies from product to product; for any team with daily phone conversations, these platforms help provide a central hub that structures workflows and ensures calls are handled properly. Many platforms include advanced functions that modernize call-based operations, reduce employees’ burden, and provide assistance with routine tasks. These solutions transform the call-based experience for customers and employees, while helping quickly close deals and resolve issues.
Who Uses Contact Center Operations Software?
The solutions in this category are built for business teams who manage and handle voice calls with customers. The following are common users of this software.
Call center representatives — For many sales and marketing departments, customer outreach is a vital aspect of their business model. Often, this entails a dedicated call center team who reach out to prospective customers individually. Call center representatives and managers can leverage the software in this category by mapping out workflows and automating routine processes related to calls. From assigning the right agent and scheduling calls for optimal results, to recording calls and tracking their results, contact center operations tools help teams execute their jobs from start to finish. These tools improve outcomes of cold calls, and ensure a better customer experience.
Service teams — There is a great deal of customer service software that help service teams handle customer experience issues. Contact center operations systems can provide a reliable foundation for the voice-based component of these departments, ensuring customer issues are directed to the correct employees and tracked to their resolution. Modern support teams often require omnichannel customer support, that allows them to receive feedback and customer questions from various outlets. The tools in this category primarily assist with voice-based communications, but often include or integrate with other tools to create a seamless and effective process for service team employees.
Customer success specialists — Customer success is an emerging business methodology focused on nurturing customer relationships and ensuring customers achieve their desired outcomes. Customer success managers and specialists often have different names depending on the company, but they share the same objective. These employees check in with customers about their experience, ask questions about the product or service, and provide valuable advice to improve and sustain the customer experience. These employees often make phone calls at specific points in the customer journey, and thoroughly touch base with as many customers as possible. The solutions in this category help provide structure for these customer success initiatives, ensuring calls are properly handled while gathering critical data about each customer experience for reference across the organization.
Contact Center Operations Software Features
The following are common features users might encounter when researching the diverse solutions in this category.
Call center workflows — Departments that handle many phone calls might have employees with varying levels of expertise, as well as various positions with different specializations. Handling customer phone calls will often require assigning certain clients or scenarios to specific employees who are most qualified for the job. In many cases, customers might need to be directed to a different employee or department. A number of solutions in this category help map workflows so calls are handled by the right person at the right time. This could involve automated assignments based on customer or ticket information, it could also include intelligent routing or queueing features to redirect calls to the appropriate team member at certain points in a conversation. If an employee has too many callers in their queue, they may ask other team members to get involved, or implement voicemail and call return features.
Certain solutions in this category can manage the flow of phone calls with interactive voice response (IVR) software. Once configured by administrators, IVR features allow customers to be appropriately routed based on their voice responses to automated messages. This feature assists organizations with gathering and organizing customer data, further streamlining the call process for employees by providing them with basic information.
Call center analytics — Measuring the activities in a call center is important for team managers to determine hiring needs and overall call strategy. There are a variety of analytics offered within these platforms, ranging from length of call, topics covered, and outcomes of the call scenario. All this data can benefit call center organizations or those with a dedicated call center team. Contact center efficiency data helps managers allocate labor and training for optimal results, or rework their call scripts and marketing techniques when they notice poor success metrics. Additionally, customer phone conversations regularly yield new exportable customer data that can be used when making critical decisions. This could include everything from future sales conversations to marketing and product strategy.
