Contact Center Software Resources

Glossary Terms, Discussions, and Reports to expand your knowledge on Contact Center Software

Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find feature definitions, discussions from users like you, and reports from industry data.

Contents

Contact Center Software Glossary Terms

Speech Analytics

Speech analytics uses artificial intelligence tools to gather relevant business information from real customer call data. Learn about types and benefits.

by Holly Landis

Call Recording

What is call recording and why is it important as a software feature? Our G2 guide can help you understand call recording and popular software with call recording features.

by Priya Dey

Call Queuing

Call queuing is the process of putting inbound calls on hold or in a queue when all contact center agents are busy helping other customers. Learn more about its benefits and best practices that can empower businesses to effectively support their customers.

by Sagar Joshi

Contact Center Software Discussions

Question on: Cordless

Looking for More Information about Cordless.io Customers

My name is Brittany. I would love to discuss with you Cordless.io about my Support and Experience Team. I would love to hear your thoughts further. Would you be interested in talking with me about it? I am proposing to my CEO and CTO and want to get someone already using this software while working with Cordless. How is the quality of calls? (VOIP perspective) What is something you find most exciting about the product? How is the support experience at Cordless? What do you find annoying right now about the product?

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Hi Brittany, my name is Kristian and I work as the CX Operations Lead at Curve. We have worked with Cordless for a number of years now, firstly on our IVR, and then our entire telephone system. Cordless have been brilliant collaborators, and have provided us with responsive and insightful support over the years. I'll answer your questions below: Quality of calls: We have always been happy with the quality of the calls made through Cordless. They are clear, well recorded and transcript- generating from the IVR to the calls themselves. What we find exciting: Just the fact that they are an exciting, nimble, and capable team. We have found that the integrations that Cordless have been able to build for us most helpful. We are constantly trying to improve automations, and remove manual steps, and Cordless have helped us to this by improving the IVR, transcriptions, and helping us build helpful integrations with our CRM tool. How is the support: Echoing my sentiment above, the support is brilliant. If you have any issues, Cordless are quick to respond. They have taken feedback seriously, and constantly improve the service. What do we find annoying: I don't think annoying is a word I would use when describing Cordless. We have asked for even more integrations with our QA tool, as this would remove a step in the review process, but as I said before, this is feedback, and will likely be investigated and implemented. I hope this helps. I did try and send this response earlier, but it seems the G2 platform had a bug that prevented my response.

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Answered: Kristian Bamford on July 13, 2023

Your answer

Question on: Genesys Multicloud CX

How relevant do you think on premise solutions will be in the next 5 years?

Much focus is being put on Cloud and digital, I am concerned about the level of input and growth on the Engage platform.

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On premise solution is still suitable for big organizations because of it's suitable TCO over 3 Years, yet there are some factors that will affect this equation in the upcoming two years like the investment in the Cloud,AI and digital solutions which will help into providing more appealing CX, services and faster TTM with less cost.

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Answered: Ramy Attiea on September 30, 2019

most of the new things to come are cloud based, AI, chat bot etc, besides it is more agile use the cloud, you can grow faster, move from one building to another. everything is movin to cloud, so do your investment there

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Answered: Jose D Manuel Leon Lopez on April 14, 2020

I think on-premises solutions will still be around, mostly with larger companies. Considering the new products I've seen coming from Genesys, they will be secondary to cloud solutions.

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Answered: Brandon Davidson on June 4, 2020

On primise will never be taken away believe me. The modern cloud solutions will be a good option or an alternative for services you want to run out of the box with minimum customizations, but it will be on-prem which you will need to get a solution to suite your taste 100%. I am not worried about on-prem to be going anywhere in next 15 years

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Answered: Shahzeb Iqbal on January 3, 2020

An ideal world would be hybrid and cloud-agnostic. Telcos are arguably in the datacenter business, therefore on-prem may still make sense to them long-term. Other types of organizations may have legacy reasons to keep a relevant on-prem footprint. Anyway, cost effective cloud usage requires operational processes refactoring and not all organizations are comfortable with it.

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Answered: Corneliu Popescu on June 4, 2020

Its been more than 5 years now that this question was posted and I think the answer could be started to be an hybrid system where companies have started leveraging more of cloud solutions for operations while using the On-Prem for critical data and assets. There will never be an full stoppage on the on-prem usage as Government agencies and certain critical data being stored locally is much safer and good option to have.

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Answered: Srinivasan V Iyer on August 18, 2025

See more answers (5)

Your answer

What’s the best customer service software for my tech company?

Hey G2! I want to start a discussion with this community to identify the best customer service software for tech companies. See my list below and let me know your thoughts.

I’m looking for platforms that support fast-moving teams, integrate with dev and product tools, and help deliver consistent support across channels like email, chat, and phone.

Here are some of the top-rated platforms from G2’s Contact Center Software category:

Salesforce Service Cloud: Scalable service platform with case management, automation, and CRM integration. Works well for tech teams handling complex customer workflows.
Nextiva: All-in-one communication platform that supports voice, messaging, and analytics. Easy to implement with reliable performance.
Talkdesk: Cloud-native solution with AI tools and deep integration capabilities. Useful for tech companies scaling support alongside product growth.
Aircall: Modern voice solution with simple setup and API access. Great for smaller dev teams or startups building custom workflows.
CloudTalk: Easy-to-use platform designed for distributed teams and SaaS businesses. Offers automation and real-time call analytics.

Which of these platforms has helped your tech company scale support effectively? Any tools or features you’ve come to rely on?

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For a tech company seeking customer service software, I would recommend Salesforce Service Cloud and Nextiva as the best picks.

Contact Center Software Resources

Glossary Terms, Discussions, and Reports to expand your knowledge on Contact Center Software

Contact Center Software Glossary Terms

Contact Center Software Discussions

Contact Center Software Reports