Contact Center Operations reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
Products classified in the overall Contact Center Operations category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Contact Center Operations to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Contact Center Operations category.
In addition to qualifying for inclusion in the Contact Center Operations Software category, to qualify for inclusion in the Enterprise Business Contact Center Operations Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.
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
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
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
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
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
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
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
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
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.
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
Improve your customer service and fulfill customer expectations with help from our business contact center solutions for communications management. Give your customers the speedy, reliable, and consistent customer service delivered through multiple contact channels that they demand.
Altitude Xperience business package offers a cost effective, flexible and reliable solution for each business need. Delivered On Premise or Cloud. Altitude has a 25-year track record of industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. Altitude Software has 12 offices in four continents, a 160-strong partner network, and is ISO 9001 certified for its worldwide customer support.
Aspect Unified IP Aspect Unified IP Contact Center brings all contact options together in one place, on one platform, so agents can keep talking, typing and conversing. Aspect Unified IP Contact Center simplifies and flexibly manages omni-channel interactions across voice, email, chat, SMS, IM and social. The solution offers multi-session contact handling and tight integration with industry leading CRM applications, helping you manage and deliver differentiated customer experiences that make yo
DialSource is an enterprise software company that creates and provides software for businesses to make, receive, and manage all customer-facing communications—saving businesses time and money while creating a better customer experience. DialSource Denali captures the context of every call, seamlessly connecting any dial tone to Salesforce or Microsoft Dynamics CRM to power deeper insights and better conversations. Our enterprise application creates faster time-to-value by being native to CR
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
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.
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.
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.