### Contents - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # 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](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Contact Center Software Glossary Terms [![Speech Analytics](https://learn.g2.com/hubfs/G2CM_GI739_Glossary_Article_Images-%5Bspeech_analytics%5D_V1b.png "Speech Analytics")](https://www.g2.com/glossary/speech-analytics-definition) [Speech Analytics](https://www.g2.com/glossary/speech-analytics-definition) 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](https://learn.g2.com/hubfs/Call%20recording.png "Call Recording")](https://www.g2.com/glossary/call-recording-definition) [Call Recording](https://www.g2.com/glossary/call-recording-definition) 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](https://learn.g2.com/hubfs/G2CM_GI021_Call_queuing_V1a.png "Call Queuing")](https://www.g2.com/glossary/call-queuing) [Call Queuing](https://www.g2.com/glossary/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 0 [What’s the best call center software for remote teams?](/discussions/what-s-the-best-call-center-software-for-remote-teams) Hey G2! I want to start a discussion with this community to identify the best call center software for remote teams. See my full list below and let me know your thoughts. I’m especially interested in platforms that offer reliable connectivity, flexible device access, and features that support distributed customer service teams. Here are some of the top-rated tools from G2’s [Contact Center Software](https://www.g2.com/categories/contact-center) category: - [**Salesforce Service Cloud**](https://www.g2.com/products/salesforce-service-cloud/reviews): Enterprise-grade support platform with omnichannel tools and remote agent support. Works best for teams already using Salesforce products. - [**Nextiva**](https://www.g2.com/products/nextiva/reviews): Unified communication platform with call center capabilities built for flexibility. Known for stable performance across locations and devices. - [**Talkdesk**](https://www.g2.com/products/talkdesk/reviews): Cloud-based platform with AI, analytics, and agent management tools. Designed to support large-scale remote support operations. - [**Aircall**](https://www.g2.com/products/aircall/reviews): VoIP-first solution with strong browser and desktop integrations. Easy to set up for remote teams with CRM and help desk tools. - [**CloudTalk**](https://www.g2.com/products/cloudtalk/reviews): Reliable voice solution for distributed teams. Offers features like call routing, international numbers, and easy onboarding. If your support team works remotely, what call center software has worked best for you? Any platform that’s made remote communication easier or more effective? For remote teams, I would say the best call center software is either Salesforce Service Cloud or Talkdesk. Answered: Evan Sherbert on June 24, 2025 [Your answer](/discussions/what-s-the-best-call-center-software-for-remote-teams/comments/new?remote=true) 0 [What is the contact center software with the best reviews?](/discussions/what-is-the-contact-center-software-with-the-best-reviews) Hey G2! I want to start a discussion with this community to identify the contact center software with the best reviews from real users. See my shortlist below and let me know your thoughts. I’m especially looking for platforms that deliver strong performance, user satisfaction, and helpful support features based on customer feedback. Here are some of the top-rated solutions from G2’s [Contact Center Software](https://www.g2.com/categories/contact-center) category: - [**Salesforce Service Cloud**](https://www.g2.com/products/salesforce-service-cloud/reviews): Highly rated for its comprehensive service capabilities, including automation, AI tools, and deep CRM integration. - [**Nextiva**](https://www.g2.com/products/nextiva/reviews): Known for strong customer satisfaction scores thanks to its easy setup, all-in-one communication tools, and responsive support. - [**Talkdesk**](https://www.g2.com/products/talkdesk/reviews): Frequently praised for flexibility, intuitive design, and advanced routing features that help teams improve response times. - [**Aircall**](https://www.g2.com/products/aircall/reviews): Gets great feedback for ease of use, mobile access, and smooth integration with CRMs and help desk platforms. - [**CloudTalk**](https://www.g2.com/products/cloudtalk/reviews): Reviewed highly for reliability, user-friendly setup, and call quality that supports both remote and in-office teams. Which contact center platform has impressed you the most? Are the high ratings justified based on your experience? I would recommend choosing Salesforce Service Cloud or Nextiva. Answered: Evan Sherbert on June 24, 2025 [Your answer](/discussions/what-is-the-contact-center-software-with-the-best-reviews/comments/new?remote=true) 0 Question on: Genesys Cloud CX [What is Genesys Cloud CX used for?](/discussions/what-is-genesys-cloud-cx-used-for) What is Genesys Cloud CX used for? Genesys Cloud CX is a contact center platform which allows businesses to manage custoner interactions across voice,chat, email and social media. It allows Artificial interliigence automation, call routing, analytics, to enhance the customer experience and operational efficiency. Answered: Siddesh Deshmukh on February 1, 2025 Core Uses Omnichannel Support: It unifies customer conversations from phone calls, emails, live web chats, SMS text messages, and social media into a single desktop interface for support agents. AI & Automation: It runs AI-powered virtual assistants, voice bots, and chatbots that handle routine customer questions automatically without needing a human agent. Smart Routing: It instantly directs incoming customer inquiries to the right department or specialized employee based on the customer's history and needs.Workforce Engagement: It provides managers with tools for tracking agent performance, recording calls for quality assurance, scheduling shifts, and analyzing real-time support data. Answered: Reyna Formentera on June 24, 2026 It's a Cloud Contact Center as a service (CCaaS) hosted on AWS. \> It is used for very basic communication/chat between internal users Globally, as well as \> for running and enterprise business throughout the world, having advanced & complex automated routing and AI powered bots, Workforce Management, Reporting and other self-help functionalities. Preferred by top Enterprises due to its robustness, scalability & efficiency. Answered: Ash Ary on July 6, 2026 [See more answers (2)](javascript:void(0);) [Your answer](/discussions/what-is-genesys-cloud-cx-used-for/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/contact-center/resources?discussions_page=2) - [1](/categories/contact-center/resources) - [2](/categories/contact-center/resources?discussions_page=2) - 3 - [4](/categories/contact-center/resources?discussions_page=4) - [5](/categories/contact-center/resources?discussions_page=5) - [6](/categories/contact-center/resources?discussions_page=6) - [7](/categories/contact-center/resources?discussions_page=7) - … - [127](/categories/contact-center/resources?discussions_page=127) - [128](/categories/contact-center/resources?discussions_page=128) - [Next ›Next ›](/categories/contact-center/resources?discussions_page=4) ## Contact Center Software Reports Mid-Market Grid® Report for Contact Center Summer 2026 G2 Report: Grid® Report Grid® Report for Contact Center Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Contact Center Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Contact Center Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Contact Center Spring 2026 G2 Report: Grid® Report Grid® Report for Contact Center Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Spring 2026 G2 Report: Momentum Grid® Report