# Best Call Center Infrastructure (CCI) Software ## How Many Call Center Infrastructure (CCI) Software Products Does G2 Track? **Total Products under this Category:** 366 ### Category Stats (Jul 2026) - **Average Rating:** 4.42/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** MyOperator (+6.93%) - Among all products in this category, MyOperator recorded the largest rating increase compared to last month _Last updated: July 28, 2026_ ## How Does G2 Rank Call Center Infrastructure (CCI) Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 40,100+ Authentic Reviews - 366+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Call Center Infrastructure (CCI) Software ![G2 Grid® for Call Center Infrastructure (CCI) Software plotting products by satisfaction and market presence](https://www.g2.com/categories/call-center-infrastructure-cci/grids.png?focus%5B%5D=1173&focus%5B%5D=348&focus%5B%5D=53495&focus%5B%5D=4872&focus%5B%5D=87468&focus%5B%5D=4215&focus%5B%5D=5511&focus%5B%5D=70977) Highlighted products: RingEX, Five9 Intelligent Cloud Contact Center Platform, Nextiva, Aircall, CloudTalk, Genesys Cloud CX, Talkdesk, and Webex Calling. Underlying data: [Grid® JSON](https://www.g2.com/categories/call-center-infrastructure-cci/grids.json?focus%5B%5D=ringex&focus%5B%5D=five9-intelligent-cloud-contact-center-platform&focus%5B%5D=nextiva&focus%5B%5D=aircall&focus%5B%5D=cloudtalk&focus%5B%5D=genesys-cloud-cx&focus%5B%5D=talkdesk&focus%5B%5D=webex-calling) **Sponsored** ### 8x8 Contact Center 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=35&secure%5Bchosen_at%5D=2026-07-28T16%3A50%3A42Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2164&secure%5Bresource_id%5D=35&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcall-center-infrastructure-cci&secure%5Btoken%5D=649debf01d735d278bb3afaccd4d3046aff6d3e2139c3952acc5903184262427&secure%5Burl%5D=https%3A%2F%2Fwww.8x8.com%2Fproducts%2Fcontact-center&secure%5Burl_type%5D=paid_promos) [ RingEX ](https://www.g2.com/products/ringex/reviews) By [RingCentral](https://www.g2.com/sellers/ringcentral) [ 4.2/5(1,419) ](https://www.g2.com/products/ringex/reviews) What do users say? Users consistently praise the ease of use and reliable call quality of RingEX, highlighting its ability to streamline communication across calls, texts, and video meetings in one platform. Many apprec Pros and Cons [ Ease of Use (216) ](https://www.g2.com/products/ringex/reviews?qs=pros-and-cons)[ Poor Customer Support (55) ](https://www.g2.com/products/ringex/reviews?qs=pros-and-cons) [ Five9 Intelligent Cloud... ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) By [Five9](https://www.g2.com/sellers/five9) [ 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) What do users say? Users consistently praise the user-friendly interface and ease of setup of the Five9 Intelligent Cloud Contact Center Platform, highlighting how quickly agents can become proficient. The platform's ro Pros and Cons [ Ease of Use (131) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews?qs=pros-and-cons)[ Call Issues (46) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews?qs=pros-and-cons) [ Nextiva ](https://www.g2.com/products/nextiva/reviews) By [Nextiva](https://www.g2.com/sellers/nextiva) [ 4.5/5(3,596) ](https://www.g2.com/products/nextiva/reviews) What do users say? Users consistently praise the product for its ease of use and reliable customer support, highlighting how it simplifies communication across devices. Many appreciate the intuitive interface and seamle Pros and Cons [ Customer Support (135) ](https://www.g2.com/products/nextiva/reviews?qs=pros-and-cons)[ Difficult Configuration (27) ](https://www.g2.com/products/nextiva/reviews?qs=pros-and-cons) [ Aircall ](https://www.g2.com/products/aircall/reviews) By [Aircall](https://www.g2.com/sellers/aircall) [ 4.4/5(1,633) ](https://www.g2.com/products/aircall/reviews) What do users say? Users consistently praise the ease of use and seamless integration with CRM tools, which significantly enhances their workflow and productivity. The intuitive interface allows for quick access to feat Pros and Cons [ Ease of Use (228) ](https://www.g2.com/products/aircall/reviews?qs=pros-and-cons)[ Connection Issues (62) ](https://www.g2.com/products/aircall/reviews?qs=pros-and-cons) [ Genesys Cloud CX ](https://www.g2.com/products/genesys-cloud-cx/reviews) By [Genesys](https://www.g2.com/sellers/genesys) [ 4.4/5(1,558) ](https://www.g2.com/products/genesys-cloud-cx/reviews) What do users say? Users consistently praise the ease of use and robust integration capabilities of Genesys Cloud CX, highlighting its ability to streamline customer interactions across multiple channels. The platform's Pros and Cons [ Ease of Use (144) ](https://www.g2.com/products/genesys-cloud-cx/reviews?qs=pros-and-cons)[ Limited Features (58) ](https://www.g2.com/products/genesys-cloud-cx/reviews?qs=pros-and-cons) [ CloudTalk ](https://www.g2.com/products/cloudtalk/reviews) By [CloudTalk](https://www.g2.com/sellers/cloudtalk) [ 4.4/5(1,849) ](https://www.g2.com/products/cloudtalk/reviews) What do users say? Users consistently praise the ease of use and reliable call quality of CloudTalk, highlighting its intuitive interface that simplifies communication and call management. Many appreciate the seamless i Pros and Cons [ Ease of Use (328) ](https://www.g2.com/products/cloudtalk/reviews?qs=pros-and-cons)[ Call Issues (159) ](https://www.g2.com/products/cloudtalk/reviews?qs=pros-and-cons) [ Talkdesk ](https://www.g2.com/products/talkdesk/reviews) By [Talkdesk](https://www.g2.com/sellers/talkdesk) [ 4.4/5(2,538) ](https://www.g2.com/products/talkdesk/reviews) What do users say? Users consistently praise Talkdesk for its user-friendly interface and powerful AI features, which streamline customer interactions across multiple channels. The platform's ability to centralize commu Pros and Cons [ Ease of Use (310) ](https://www.g2.com/products/talkdesk/reviews?qs=pros-and-cons)[ Call Issues (119) ](https://www.g2.com/products/talkdesk/reviews?qs=pros-and-cons) [ Webex Calling ](https://www.g2.com/products/webex-calling/reviews) By [Cisco](https://www.g2.com/sellers/cisco) [ 4.5/5(634) ](https://www.g2.com/products/webex-calling/reviews) What do users say? Users consistently praise the clear call quality and seamless integration with other Webex tools, which enhance communication and collaboration. Many appreciate the ease of use and straightforward set Pros and Cons [ Ease of Use (69) ](https://www.g2.com/products/webex-calling/reviews?qs=pros-and-cons)[ Complex Processes (18) ](https://www.g2.com/products/webex-calling/reviews?qs=pros-and-cons) [ Close ](https://www.g2.com/products/close/reviews) By [Close](https://www.g2.com/sellers/close) [ 4.7/5(2,055) ](https://www.g2.com/products/close/reviews) What do users say? Users consistently praise the ease of use and intuitive interface of Close, which simplifies lead management and sales processes. The platform's ability to integrate various communication tools into o Pros and Cons [ Ease of Use (819) ](https://www.g2.com/products/close/reviews?qs=pros-and-cons)[ Missing Features (244) ](https://www.g2.com/products/close/reviews?qs=pros-and-cons) [ JustCall ](https://www.g2.com/products/saas-labs-justcall/reviews) By [Saas Labs](https://www.g2.com/sellers/saas-labs) [ 4.3/5(2,391) ](https://www.g2.com/products/saas-labs-justcall/reviews) What do users say? Users consistently praise the ease of use and seamless CRM integration of JustCall, highlighting how it simplifies communication by centralizing calls and messages in one platform. The intuitive inter Pros and Cons [ Ease of Use (286) ](https://www.g2.com/products/saas-labs-justcall/reviews?qs=pros-and-cons)[ Call Issues (154) ](https://www.g2.com/products/saas-labs-justcall/reviews?qs=pros-and-cons) [ Dialaxy ](https://www.g2.com/products/dialaxy/reviews) By [Dialaxy Inc.](https://www.g2.com/sellers/dialaxy-inc) [ 4.5/5(227) ](https://www.g2.com/products/dialaxy/reviews) What do users say? Users consistently praise the reliable call quality and ease of use of Dialaxy, highlighting how it simplifies communication and enhances team productivity. The platform's intuitive interface and effe Pros and Cons [ Ease of Use (94) ](https://www.g2.com/products/dialaxy/reviews?qs=pros-and-cons)[ Number Issues (20) ](https://www.g2.com/products/dialaxy/reviews?qs=pros-and-cons) [ Samsung Contact Center Pro ](https://www.g2.com/products/samsung-contact-center-pro/reviews) By [Samsung Electronics](https://www.g2.com/sellers/samsung-electronics-325d35f1-0cb5-4f9d-9b34-9fb791240402) [ 4.3/5(17) ](https://www.g2.com/products/samsung-contact-center-pro/reviews) What do users say? Users consistently praise the prompt and helpful support provided by Samsung Contact Center Pro, noting that it allows for efficient communication and quick resolutions to issues. Many appreciate the Pros and Cons [ Customer Support (1) ](https://www.g2.com/products/samsung-contact-center-pro/reviews?qs=pros-and-cons) [ Voiso ](https://www.g2.com/products/voiso/reviews) By [Voiso](https://www.g2.com/sellers/voiso) [ 4.8/5(92) ](https://www.g2.com/products/voiso/reviews) What do users say? Users consistently praise the call quality and ease of use of the platform, highlighting its intuitive interface and seamless integration with various CRMs. The AI predictive dialer significantly enha Pros and Cons [ Reliability (42) ](https://www.g2.com/products/voiso/reviews?qs=pros-and-cons)[ Complex Processes (7) ](https://www.g2.com/products/voiso/reviews?qs=pros-and-cons) [ NiCE CXone ](https://www.g2.com/products/nice-cxone/reviews) By [NiCE](https://www.g2.com/sellers/nice) [ 4.3/5(1,730) ](https://www.g2.com/products/nice-cxone/reviews) What do users say? Users consistently praise the ease of use and intuitive interface of NiCE CXone Mpower, highlighting how it simplifies call management and enhances productivity. Many appreciate its ability to integra Pros and Cons [ Ease of Use (38) ](https://www.g2.com/products/nice-cxone/reviews?qs=pros-and-cons)[ Call Issues (14) ](https://www.g2.com/products/nice-cxone/reviews?qs=pros-and-cons) [ UJET ](https://www.g2.com/products/ujet/reviews) By [UJET](https://www.g2.com/sellers/ujet) [ 4.7/5(1,130) ](https://www.g2.com/products/ujet/reviews) What do users say? Users consistently praise UJET for its ease of use and intuitive interface, which streamline customer interactions and enhance productivity. The platform's ability to integrate multiple communication Pros and Cons [ Ease of Use (51) ](https://www.g2.com/products/ujet/reviews?qs=pros-and-cons)[ Slow Loading (14) ](https://www.g2.com/products/ujet/reviews?qs=pros-and-cons) - ‹ Prev‹ Prev - 1 - [2](/categories/call-center-infrastructure-cci?order=g2_score&page=2#product-list) - [3](/categories/call-center-infrastructure-cci?order=g2_score&page=3#product-list) - [4](/categories/call-center-infrastructure-cci?order=g2_score&page=4#product-list) - [5](/categories/call-center-infrastructure-cci?order=g2_score&page=5#product-list) - … - [24](/categories/call-center-infrastructure-cci?order=g2_score&page=24#product-list) - [25](/categories/call-center-infrastructure-cci?order=g2_score&page=25#product-list) - [Next ›Next ›](/categories/call-center-infrastructure-cci?order=g2_score&page=2#product-list) Spotlight Categories [Electronic Data Interchange (EDI) Software](https://www.g2.com/categories/electronic-data-interchange-edi) [Session Replay Software](https://www.g2.com/categories/session-replay) [CRM Software](https://www.g2.com/categories/crm) [Quality Management Systems (QMS)](https://www.g2.com/categories/quality-management-qms) [Demand Side Platform (DSP)](https://www.g2.com/categories/demand-side-platform-dsp) Similar Categories - [Contact Center](/categories/contact-center) - [Contact Center AI Observability](/categories/contact-center-ai-observability) - [Contact Center Knowledge Base](/categories/contact-center-knowledge-base) - [Contact Center Quality Assurance](/categories/contact-center-quality-assurance) - [Contact Center Workforce](/categories/contact-center-workforce) - [Speech Analytics](/categories/speech-analytics) [Browse Call Center Infrastructure (CCI) Themes](/categories/call-center-infrastructure-cci/themes) ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin) Updated October 3, 2024 Call center infrastructure (CCI), also known as contact center infrastructure, provides solutions required to establish and operate a call center. CCI software helps businesses create an efficient call or contact center to help them stay connected with their customers. CCI is most commonly used by customer-facing teams to manage inbound and outbound communications, but it also includes features for managing operations or back-office tasks like workflow management, employee monitoring, and measuring productivity. While historically CCI was designed to be deployed on premises, emerging technologies in cloud infrastructure have allowed for the design and deployment of cloud call centers. The products in this category offer a full-fledged cloud-hosted infrastructure solution with features like call routing, call recording and monitoring, automatic call distribution (ACD), and interactive voice response (IVR). Local area network (LAN) and [VoIP providers](https://www.g2.com/categories/voip) are examples of some software providers that also offer solutions to establish infrastructure for network connectivity of contact centers. Depending on the provider and the membership plan, a variety of other features may be available in a CCI package. CCI products frequently integrate with [CRM software](https://www.g2.com/categories/crm). To qualify for inclusion in the Call Center Infrastructure (CCI) category, a product must: - Distribute incoming calls or manage phone number assignment for outbound centers - Manage and store data related to calls, customers, and agents - Provide a comprehensive infrastructure solution which includes call management, placement, routing, recording, and analytics - Enable managers to track and monitor calls - Include the following features: automatic call distributor, universal communications, interactive voice response, universal queue management, and computer telephony integrations (CTI) Top Tools at a Glance | | Unified call-queue routing with AI transcription | User Review "Stable calls, solid messaging, and AI that actually helps after meetings" | | | Omnichannel contact center routing with Salesforce-native CTI | User Review "Fast, Intuitive Web-Based Platform with Reliable Support" | | | Multi-site call routing with unified UCaaS infrastructure | User Review "Closing in on 3 years and growing with Nextiva leading our coms. #Hazelwood Strong" | | | Cloud call routing with CRM-integrated recording | User Review "Aircall: Powerful Cloud Phone System with Excellent Support" | | | Omnichannel contact center routing with API-first customization | User Review "Centralized Omnichannel Power with Insightful Real-Time Reporting" | | | Cloud call routing with CRM-integrated analytics | User Review "CloudTalk’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing" | | | AI-assisted contact center routing with CRM integration | User Review "Talkdesk Makes Multichannel Customer Conversations Easy and Organized" | | | Cisco-native cloud PBX with call-center routing | User Review "Seamless Setup with Powerful Features, Minor Device Switching Hiccups" | | | High-volume outbound calling with built-in CRM | User Review "Easy Setup, Seamless Email Integration, and Responsive Support" | | | CRM-integrated cloud calling with AI coaching | User Review "Integration with HubSpot Enhances Call Management" | * * * Show More