Best Contact Center Software - Page 19

Call Tracking & IVR

Capita Contact

Capita Contact: AI-powered customer service, built for the public sector Capita Contact is a next-generation contact centre solution built in partnership with AWS, using Amazon Connect's generative AI technology. It gives organisations — especially those in the public sector — a single platform to manage customer and citizen interactions across every channel: voice, chat, email, text, and social media. What it does Rather than juggling disconnected systems, Capita Contact brings people, process and technology together into a unified omnichannel platform that enables personalised, efficient and proactive seamless interactions at every customer touchpoint. It supports real-time help through text messages, file sharing, web pages and knowledge-based tools, so organisations can offer frictionless self-service that delivers fast, accurate and empathetic responses — even for complex cases. Why it matters Public sector contact centres face a tough balancing act: citizens expect the same instant, personalised, 24/7 service they get from private companies, but their queries are often more complex, sensitive, and time-consuming to resolve. Efficient citizen service is crucial, as it directly affects public trust and service quality — yet many teams struggle to keep up with rising demand while working across multiple channels. Key benefits Frees up agents for what matters most – GenAI and automation handle routine queries, cutting agent time by around 20% and handling time by a further 15% through concurrent chat, freeing up capacity so staff can focus on vulnerable citizens and complex cases. Scales with demand – integrates with existing systems and flexes to handle peak volumes without dropping service quality. Provides deeper insight – native analytics give organisations a clear view of interactions and agent performance to drive continuous improvement. Keeps data secure – built on AWS's security and compliance framework, and customisable to an organisation's specific needs. Proactive, not just reactive – predictive analytics help anticipate citizen needs before they even ask. Proven at scale Capita's contact centre solutions handle 100 million customer conversations annually, including 3.5 million helpline calls and 55,000 inspections a year for the Health and Safety Executive's Gas Safe Register and 375,000 health assessments a year for Capita PIP. In a real-world example, when piloted with the London Borough of Barnet, automation and AI enhancements reduced query resolution times from 7-10 days to 2-3 days, transforming resident services.

CapX Engage

CardBoardCX

Castel Connect

Castel Connections is a contact center solution that has skills based routing and priority queuing to ensure the right agent matches with the right customer.

Cavos

Cavos is an AI-powered platform designed to revolutionize call operations for enterprises and BPOs, particularly in the APAC region. By integrating advanced AI technologies, Cavos automates customer interactions, ensuring human-like precision and comprehensive quality assurance. The platform seamlessly connects with both modern and legacy systems, offering a versatile solution tailored for multilingual markets. Key Features and Functionality: - AI Phone Calls: Cavos handles thousands of outbound calls daily, from payment reminders to customer onboarding, with features like agentic AI setup, batch call strategy, post-call quality assurance, 24/7 availability, unlimited calls, and human-like voice interactions. - AI Quality Assurance: The platform audits 100% of customer interactions in real-time, utilizing custom scorecards, call and chat integrations, analytics, and ensuring full coverage. This process is 100 times faster and 70% more cost-effective than traditional methods. - AI Agent Coaching: Cavos manages and improves agent performance through features such as agent performance tracking, leaderboards, feedback mechanisms, 100% agent assessment, and performance-based feedback. Primary Value and Solutions: Cavos addresses the challenges of scaling call operations while maintaining high-quality customer interactions. By automating routine tasks, it allows human agents to focus on complex issues, thereby increasing efficiency and reducing operational costs. The platform's AI-driven quality assurance ensures compliance and consistency across all customer interactions, mitigating risks and enhancing customer satisfaction. Additionally, Cavos's agent coaching tools foster continuous improvement, leading to better performance and reduced training expenses. In summary, Cavos empowers organizations to transform their call operations by leveraging AI to automate interactions, ensure quality, and enhance agent performance, all while seamlessly integrating with existing systems and catering to the diverse linguistic needs of the APAC market.

CCC.uno

CCC.uno es una solución cloud de contactabilidad masiva que integra tecnología multicarrier y antibloqueo. Optimiza el delivery de llamadas salientes con una plataforma potente, segura, escalable y con resultados en tiempo real. En un mundo donde la velocidad lo es todo, CCC.uno lleva tus campañas telefónicas al éxito: ventas, cobranza, soporte, promoción y fidelización. Automatiza llamadas, graba, monitorea, envía mensajes de voz, IVRs, SMS, todo desde la nube y sin invertir en infraestructura ni en proveedores adicionales.

CCIP

NovelVox CCIP is an integration and orchestration platform that securely connects contact centers with enterprise systems. It enables governed workflow execution, real-time data access, and AI-powered automation while maintaining compliance, security, and operational control.

CCNA Contact Centre

CCNA offers a full suite of Network based products and services catering for solutions with Switches and Routers, Wireless Networks, WAN Accelerators and Optimisers, and VPNs and Firewalls.

CCView

Centcom Virtual Call Center

Centcom Virtual Call Center is a predictive dialer system that you can access from your computer with Internet and a phone line.

CenterMaster

CenterMaster is a customer interaction management and communications solution for contact centers designed to manage efficiency and costs.

Cirrus Contact Center

Cirrus is an award-winning omni-channel cloud Contact Centre Solutions (CCaaS) provider, using the best technology to deliver business outcomes and effortless customer experiences. Modern technology and a team that has many years of experience working in and around the Contact Centre environment provide a recipe for business transformational success. Cirrus solutions combine best-in-class Voice, Email, Messaging and Social Media functionality in a single, easy-to-use platform. With a true cloud infrastructure, Cirrus operates on a real-time basis with unlimited scalability and the highest level of resilience and security. Our Success Management programme ties all of the CCaaS technology stack together as a full CX (Customer Experience) consultancy service. Acting as an extension of your Operations team, we’ll help translate the end-to-end reporting from the service into actionable strategies and process changes. Cirrus has built up a reputation for its deep contact centre expertise, winning multiple industry awards. Our clients include NHS, Greater London Authority, Lambeth, Premier Credit, Cats Protection, Clarks, CAA, InsureTheBox and Buckingham Palace. Deployments typically range from 25 – 1000 users. Customers benefit from the ability to unify resources across separate geographic locations (including homeworkers), leverage omni-channel capability and move to a Single View of the Customer to name a few benefits.

Cisco Unified Intelligent Contact Management Enterprise

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