Top 10 Contact Center Software 2023
What is Contact Center Software?
Contact center software is a comprehensive software system used to manage and automate customer interactions. These interactions are typically telephone calls, emails, chats, and faxes, but may also include social media and other forms of communication. Contact center software automates customer service processes, such as tracking customer communications, assigning agents to customers, routing calls, increasing performance and retention rates, and managing customer journeys, thus improving customer experience and boosting sales.
Businesses can run a cloud-hosted customer contact center with the aid of contact center software, often known as contact center as a service (CCaaS). Features of contact center software include labor management, outgoing dialing, call analytics, and inbound queuing and routing. It is based on traditional call canter technologies that use voice. This type of software goes beyond call canter architecture to handle digital interactions across various channels, including SMS, email, and chat. Contact canter software frequently has capabilities like Computer Telephony Integrations (CTI), Interactive Voice Response (IVR), Automatic Call Distribution (ACD), and Omnichannel Support.
To staff a helpline, support teams generally use contact center software, whilst sales teams typically use it for prospecting. With the use of these technologies, CRM software programs can gather customer data and update customer records with the post-action summary. If the product does not already provide that functionality directly, they usually integrate with contact center labor management, speech analytics, and quality assurance software programs. Contact Center Software could incorporate or have UCaaS, or unified communications, features.
Top 10 Contact Center Solutions India
If you’re in the market for a new contact center vendor, this roundup of 10 options is a great place to start your search. Learn about each vendor’s platform and features to see which one is the best fit for your business.
1. ClearTouch
Clear Touch is a cloud-hosted contact center platform that improves the customer experience for businesses in a variety of industries, including banking, insurance, healthcare, BPOs, ARM/Collections, e-commerce, and automotive. Everything on this platform is pre-packaged and available at a per-minute price, including the dialer, telephony, team management, analytics & intelligence, data & digital services, and connectors.
This platform doesn’t require any contracts, unlike other providers. There are no long-term agreements and no minimum commitments. This platform has connections to various industry-specific CRMs, help desk programs, and collections software, and it’s easy to connect to any best solution.
2. Genesys
Genesys is an excellent all-in-one cloud contact center solution that helps users manage multiple customer interactions as a single conversation. It is very user-friendly and helps users manage all communications channels such as phone, chat, email, social media, etc.
You will get a free trial of Genesys when you subscribe to their plans. Try out products and services to see if they’re a good fit for you. No obligation, cancel anytime.
3. Exotel
Exotel is one of the largest cloud telephony companies in India. Based in Bangalore, this call center software is created by Exotel Techcom Pvt Ltd.
Exotel’s cloud telephony system is efficient and easy to use, eliminating the need for any extra hardware or maintenance. With features like Smart IVR, businesses can set up an effective call routing/management/recording system within minutes of using the cloud telephony device.
4. Avaya
Avaya’s OneCloud CCaaS is a newer platform that is quickly gaining popularity in the contact center space. The platform builds off of Avaya’s original on-premises platform, although organizations can use Avaya OneCloud CCaaS for cloud, hybrid, or on-premises contact centers. Channels available include voice, email, webchat, and text.
Avaya’s pricing plans can be a bit pricey for smaller businesses, starting at $82 per agent monthly for voice only and $111 per agent monthly for omnichannel support.
5. Ameyo
Drishti-soft Solutions, a company based in Gurgaon, founded Ameyo in 2003 as an all-in-one software communication solution to manage end-to-end customer journeys and consistently deliver excellent customer experiences. Ameyo is equipped with features such as Interactive Voice Response (IVR), Automatic Call Distributor (ACD), Predictive Dialer, Outbound Dialer, Real-time Reports & Analytics, and Recording & Monitoring, among others.
It will help you by personalizing your interaction with customers across multiple channels, you’re not only meeting their expectations, but you’re also exceeding them — driving customer engagement and loyalty to new heights.
6. Zendesk
Zendesk Talk is a powerful contact center platform that comes with several key features to help support your business. It has omnichannel support so you can be available to your customers on any channel they prefer. It has support for internal service desks, which is handy if you need to provide customer support for your employees.
Zendesk Talk does not come with built-in reporting or other integrations that an organization might need, which can end up being costly to deploy.
7. Five9
Five9 is a cloud contact center solution provider that supports both inbound and outbound contact centers. Powered by Practical AI, Five9 can provide customer care through phone, email, chat, mobile, social, and more.
Five9’s contact center user interface may be more complicated than some of its competitors, however, this is because it is able to run more applications simultaneously without crashing.
8. Dialpad
Dialpad Contact Center is a cloud-based call center solution that offers ease of use, open APIs for application integrations, and various call features, including conferencing, management, recording, transfer, and automated routing capabilities.
Dialpad’s pricing plans are designed to be with a starting price of just $125 per user per month.
9. Nice
Nice’s CCaaS platform offers organizations a lot of data-driven features for workforce optimization (WFO), planning, staffing, and scheduling. A key selling point of CXone is its workforce intelligence, which is powered by artificial intelligence (AI). This allows organizations to capture and utilize data more effectively. However, one downside is that Nice pricing plans are not readily available on the vendor’s website.
10. Ozonetel
Ozonetel’s cloud contact center solution is highly customizable and perfect for companies of any size that want to prioritize their customers. With modern features like embedded AI, power dialers, dialer APIs, and a friendly IVR system, Ozonetel’s enterprise-grade call center software is perfect for smarter operations. In addition to a wide range of native features, Ozonetel’s cloud telephony system supports omnichannel routing across phone, chat, text, email, WhatsApp, and more — frequently reducing call center operating expenses.
Conclusion
Businesses are no longer investing millions of dollars in order to widely adopt new technologies. Cloud contact center technology is rapidly becoming the new norm due to its ability to expand and connect contact center staff located in remote office environments. This shift allows businesses to save money while still maintaining a high level of productivity and efficiency.
A modern contact center’s functionality is incredibly convenient for customers who need to get in touch with representatives. Customers will be able to contact representatives through social media, a mobile application, and online chats. All of these channels are highly convenient if a contact center is functioning properly.
By utilizing call center software, your team can streamline their omnichannel service efforts into a single tool. This not only results in a better experience for your customers but for your frontline representatives as well.
