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Best Contact Center Software

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Contact center software, also referred to as CCaaS or contact center as a service, provides businesses with the capabilities necessary to run a cloud-hosted customer contact center. Founded on traditional, voice-based call center solutions, contact center software enables inbound queueing and routing, outbound dialing, call analytics, and workforce management. However, this type of software goes beyond call center infrastructure to support digital interactions in multiple channels, such as SMS, email, and chat. Common features of contact center software include automatic call distribution (ACD), interactive voice response (IVR), omnichannel support, and computer-telephony integrations (CTI).

Contact center software is commonly used by support teams to staff a help line or by sales teams to handle prospecting. These products integrate with CRM software applications to access customer information and to update customer records with the post-action summaries. They will often integrate with contact center workforce software, speech analytics software, and contact center quality assurance software solutions if the product doesn’t provide that functionality natively. Contact center solutions may also integrate with or include features for unified communications, or UCaaS. Some businesses opt to use virtual receptionist services in place of contact center software.

To qualify for inclusion in the Contact Center category, a product must:

Offer a cloud-based contact center solution
Distribute incoming calls and manage phone number assignment for outbound centers
Provide the infrastructure for call management, placement, and monitoring
Provide multiple channels (such as voice, SMS, email, chat) for call center representatives to leverage
Include the following features: automatic call distributor, interactive voice response, queue management, and computer-telephony integrations
Supply additional features that assist call center operations, such as speech analytics, workforce management, and quality assurance
Integrate with CRM software or a company’s system of record

Best Contact Center Software At A Glance

Best for Small Businesses:
Salesforce Service Cloud
Salesforce Service Cloud
Best for Mid-Market:
Salesforce Service Cloud
Salesforce Service Cloud
Best for Enterprise:
Salesforce Service Cloud
Salesforce Service Cloud
Highest User Satisfaction:
Salesforce Service Cloud
Salesforce Service Cloud
Best Free Software:
Salesforce Service Cloud
Salesforce Service Cloud
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Best for Enterprise:
Salesforce Service Cloud
Salesforce Service Cloud
Highest User Satisfaction:
Salesforce Service Cloud
Salesforce Service Cloud
Best Free Software:
Salesforce Service Cloud
Salesforce Service Cloud

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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Salesforce Service Cloud
By Salesforce
(5,607)4.4 out of 5
Optimized for quick response
View top Consulting Services for Salesforce Service Cloud
Save to My Lists
Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 39% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Salesforce Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,414
    Case Management
    1,233
    Features
    1,201
    Efficiency
    1,032
    Helpful
    729
    Cons
    Complexity
    646
    Learning Curve
    626
    Missing Features
    561
    Steep Learning Curve
    479
    Limitations
    458
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.0
    7.5
    Concurrent Calling
    Average: 8.7
    7.8
    Session Summary Notes
    Average: 8.5
    8.4
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Salesforce
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    584,242 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    78,543 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 39% Enterprise
Salesforce Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,414
Case Management
1,233
Features
1,201
Efficiency
1,032
Helpful
729
Cons
Complexity
646
Learning Curve
626
Missing Features
561
Steep Learning Curve
479
Limitations
458
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.0
7.5
Concurrent Calling
Average: 8.7
7.8
Session Summary Notes
Average: 8.5
8.4
Administrator Access
Average: 8.9
Seller Details
Seller
Salesforce
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
584,242 Twitter followers
LinkedIn® Page
www.linkedin.com
78,543 employees on LinkedIn®
Nextiva
By Nextiva
(3,240)4.5 out of 5
Optimized for quick response
6th Easiest To Use in Contact Center software
Save to My Lists
Entry Level Price:Starting at $20.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Nextiva is a Unified CXM company that provides AI-powered customer experience solutions. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer exper

    Users
    • Owner
    • President
    Industries
    • Hospital & Health Care
    • Insurance
    Market Segment
    • 78% Small-Business
    • 21% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Nextiva Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    856
    Helpful
    708
    Ease of Use
    707
    Customer Service
    393
    Reliability
    366
    Cons
    Poor Customer Support
    220
    Long Wait Times
    178
    Call Issues
    157
    Long Waiting
    153
    Difficult Navigation
    140
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Nextiva features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.0
    8.7
    Concurrent Calling
    Average: 8.7
    8.2
    Session Summary Notes
    Average: 8.5
    9.1
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Nextiva
    Company Website
    Year Founded
    2008
    HQ Location
    Scottsdale, Arizona
    Twitter
    @Nextiva
    21,685 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,649 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Nextiva is a Unified CXM company that provides AI-powered customer experience solutions. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer exper

Users
  • Owner
  • President
Industries
  • Hospital & Health Care
  • Insurance
Market Segment
  • 78% Small-Business
  • 21% Mid-Market
Nextiva Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
856
Helpful
708
Ease of Use
707
Customer Service
393
Reliability
366
Cons
Poor Customer Support
220
Long Wait Times
178
Call Issues
157
Long Waiting
153
Difficult Navigation
140
Nextiva features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.7
Concurrent Calling
Average: 8.7
8.2
Session Summary Notes
Average: 8.5
9.1
Administrator Access
Average: 8.9
Seller Details
Seller
Nextiva
Company Website
Year Founded
2008
HQ Location
Scottsdale, Arizona
Twitter
@Nextiva
21,685 Twitter followers
LinkedIn® Page
www.linkedin.com
1,649 employees on LinkedIn®
Get a quote

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Talkdesk
By Talkdesk
(2,408)4.4 out of 5
Optimized for quick response
12th Easiest To Use in Contact Center software
View top Consulting Services for Talkdesk
Save to My Lists
Entry Level Price:$85.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimiz

    Users
    • Customer Service Representative
    • Quality Analyst
    Industries
    • Consumer Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 21% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Talkdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    253
    Call Management
    142
    Helpful
    134
    Efficiency
    129
    Features
    109
    Cons
    Call Issues
    104
    Technical Issues
    66
    Notification Issues
    60
    Missing Features
    58
    Connection Issues
    52
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Talkdesk features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.0
    9.0
    Concurrent Calling
    Average: 8.7
    8.8
    Session Summary Notes
    Average: 8.5
    9.1
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Talkdesk
    Company Website
    Year Founded
    2011
    HQ Location
    San Francisco, CA
    Twitter
    @talkdesk
    7,078 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,271 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimiz

Users
  • Customer Service Representative
  • Quality Analyst
Industries
  • Consumer Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 21% Enterprise
Talkdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
253
Call Management
142
Helpful
134
Efficiency
129
Features
109
Cons
Call Issues
104
Technical Issues
66
Notification Issues
60
Missing Features
58
Connection Issues
52
Talkdesk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
9.0
Concurrent Calling
Average: 8.7
8.8
Session Summary Notes
Average: 8.5
9.1
Administrator Access
Average: 8.9
Seller Details
Seller
Talkdesk
Company Website
Year Founded
2011
HQ Location
San Francisco, CA
Twitter
@talkdesk
7,078 Twitter followers
LinkedIn® Page
www.linkedin.com
1,271 employees on LinkedIn®
Get a quote
Gladly
By Gladly
(984)4.7 out of 5
Optimized for quick response
3rd Easiest To Use in Contact Center software
Save to My Lists
Entry Level Price:$180.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today's rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at

    Users
    • Customer Service Representative
    • Customer Experience Advisor
    Industries
    • Retail
    • Consumer Services
    Market Segment
    • 62% Mid-Market
    • 20% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Gladly Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    236
    Features
    136
    Helpful
    133
    Efficiency
    103
    Customer Support
    71
    Cons
    Technical Issues
    45
    Call Issues
    43
    Missing Features
    41
    Call Functionality
    33
    Chat Functionality Issues
    33
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Gladly features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.0
    9.2
    Concurrent Calling
    Average: 8.7
    9.4
    Session Summary Notes
    Average: 8.5
    9.3
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Gladly
    Company Website
    Year Founded
    2014
    HQ Location
    San Francisco, California
    Twitter
    @gladly
    4,161 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    221 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today's rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at

Users
  • Customer Service Representative
  • Customer Experience Advisor
Industries
  • Retail
  • Consumer Services
Market Segment
  • 62% Mid-Market
  • 20% Small-Business
Gladly Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
236
Features
136
Helpful
133
Efficiency
103
Customer Support
71
Cons
Technical Issues
45
Call Issues
43
Missing Features
41
Call Functionality
33
Chat Functionality Issues
33
Gladly features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.0
9.2
Concurrent Calling
Average: 8.7
9.4
Session Summary Notes
Average: 8.5
9.3
Administrator Access
Average: 8.9
Seller Details
Seller
Gladly
Company Website
Year Founded
2014
HQ Location
San Francisco, California
Twitter
@gladly
4,161 Twitter followers
LinkedIn® Page
www.linkedin.com
221 employees on LinkedIn®
Get a quote
Amazon Connect
By Amazon Web Services (AWS)
(63)4.4 out of 5
View top Consulting Services for Amazon Connect
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact c

    Users
    No information available
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 49% Mid-Market
    • 35% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Amazon Connect Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    3
    Easy Implementation
    3
    Call Recording
    1
    CRM Integration
    1
    Easy Setup
    1
    Cons
    Complex Reporting
    1
    Limited Customization
    1
    Login Issues
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Amazon Connect features and usability ratings that predict user satisfaction
    9.0
    Has the product been a good partner in doing business?
    Average: 9.0
    8.9
    Concurrent Calling
    Average: 8.7
    8.8
    Session Summary Notes
    Average: 8.5
    9.2
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Amazon Web Services (AWS)
    Year Founded
    2006
    HQ Location
    Seattle, WA
    Twitter
    @awscloud
    2,230,610 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    136,383 employees on LinkedIn®
    Ownership
    NASDAQ: AMZN
Product Description
How are these determined?Information
This description is provided by the seller.

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact c

Users
No information available
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 49% Mid-Market
  • 35% Enterprise
Amazon Connect Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
3
Easy Implementation
3
Call Recording
1
CRM Integration
1
Easy Setup
1
Cons
Complex Reporting
1
Limited Customization
1
Login Issues
1
Amazon Connect features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 9.0
8.9
Concurrent Calling
Average: 8.7
8.8
Session Summary Notes
Average: 8.5
9.2
Administrator Access
Average: 8.9
Seller Details
Seller
Amazon Web Services (AWS)
Year Founded
2006
HQ Location
Seattle, WA
Twitter
@awscloud
2,230,610 Twitter followers
LinkedIn® Page
www.linkedin.com
136,383 employees on LinkedIn®
Ownership
NASDAQ: AMZN
Read Amazon Connect Reviews
JustCall
By Saas Labs
(2,084)4.3 out of 5
Optimized for quick response
View top Consulting Services for JustCall
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    JustCall is the all-in-one business communication platform that helps businesses connect with prospects and customers across voice, SMS, email, and WhatsApp. Plus, workflow automation with 100+ integr

    Users
    • Account Executive
    • CEO
    Industries
    • Computer Software
    • Financial Services
    Market Segment
    • 61% Small-Business
    • 31% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • JustCall is a platform that manages calls, texts, and contacts, and provides features such as call recording, transcription, and integration with various CRMs.
    • Users frequently mention the ease of use, clear voice quality, fast and responsive customer support, and the ability to integrate with other platforms as key benefits of JustCall.
    • Reviewers noted issues with call quality, occasional app crashes, slow customer service response times, and a lack of certain features such as customization options and comprehensive invoice visibility.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • JustCall Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,285
    Features
    768
    Call Management
    624
    Helpful
    606
    Calling Features
    590
    Cons
    Call Issues
    708
    Call Functionality
    509
    Connection Issues
    411
    Poor Call Quality
    357
    Call Management
    324
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • JustCall features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.0
    8.0
    Concurrent Calling
    Average: 8.7
    8.3
    Session Summary Notes
    Average: 8.5
    8.4
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Saas Labs
    Company Website
    Year Founded
    2016
    HQ Location
    Palo Alto, California
    Twitter
    @saas_labs
    295 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    373 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

JustCall is the all-in-one business communication platform that helps businesses connect with prospects and customers across voice, SMS, email, and WhatsApp. Plus, workflow automation with 100+ integr

Users
  • Account Executive
  • CEO
Industries
  • Computer Software
  • Financial Services
Market Segment
  • 61% Small-Business
  • 31% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • JustCall is a platform that manages calls, texts, and contacts, and provides features such as call recording, transcription, and integration with various CRMs.
  • Users frequently mention the ease of use, clear voice quality, fast and responsive customer support, and the ability to integrate with other platforms as key benefits of JustCall.
  • Reviewers noted issues with call quality, occasional app crashes, slow customer service response times, and a lack of certain features such as customization options and comprehensive invoice visibility.
JustCall Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,285
Features
768
Call Management
624
Helpful
606
Calling Features
590
Cons
Call Issues
708
Call Functionality
509
Connection Issues
411
Poor Call Quality
357
Call Management
324
JustCall features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.0
8.0
Concurrent Calling
Average: 8.7
8.3
Session Summary Notes
Average: 8.5
8.4
Administrator Access
Average: 8.9
Seller Details
Seller
Saas Labs
Company Website
Year Founded
2016
HQ Location
Palo Alto, California
Twitter
@saas_labs
295 Twitter followers
LinkedIn® Page
www.linkedin.com
373 employees on LinkedIn®
Aircall
By Aircall
(1,180)4.3 out of 5
Optimized for quick response
7th Easiest To Use in Contact Center software
View top Consulting Services for Aircall
Save to My Lists
Entry Level Price:$30 User/Month (Billed...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Aircall is the cloud-based call center and phone system of choice for modern businesses. A voice platform that integrates seamlessly with popular productivity and helpdesk tools. Aircall was built to

    Users
    • CEO
    • Sales Development Representative
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 57% Small-Business
    • 40% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Aircall Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    180
    Features
    94
    Call Recording
    92
    Simple
    68
    Customer Support
    61
    Cons
    Connection Issues
    57
    Missing Features
    50
    Call Issues
    44
    Dialer Issues
    39
    Poor Call Quality
    28
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Aircall features and usability ratings that predict user satisfaction
    8.1
    Has the product been a good partner in doing business?
    Average: 9.0
    8.7
    Concurrent Calling
    Average: 8.7
    8.8
    Session Summary Notes
    Average: 8.5
    8.9
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Aircall
    Company Website
    Year Founded
    2014
    HQ Location
    New York
    Twitter
    @aircall
    4,951 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    733 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Aircall is the cloud-based call center and phone system of choice for modern businesses. A voice platform that integrates seamlessly with popular productivity and helpdesk tools. Aircall was built to

Users
  • CEO
  • Sales Development Representative
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 57% Small-Business
  • 40% Mid-Market
Aircall Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
180
Features
94
Call Recording
92
Simple
68
Customer Support
61
Cons
Connection Issues
57
Missing Features
50
Call Issues
44
Dialer Issues
39
Poor Call Quality
28
Aircall features and usability ratings that predict user satisfaction
8.1
Has the product been a good partner in doing business?
Average: 9.0
8.7
Concurrent Calling
Average: 8.7
8.8
Session Summary Notes
Average: 8.5
8.9
Administrator Access
Average: 8.9
Seller Details
Seller
Aircall
Company Website
Year Founded
2014
HQ Location
New York
Twitter
@aircall
4,951 Twitter followers
LinkedIn® Page
www.linkedin.com
733 employees on LinkedIn®
Google Contact Center AI
By Google
(27)4.5 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Contact Center AI Delight your customers with human-like AI-powered contact center experiences, lower costs, and free up your human agents' time. Contact Center AI enables you to do just that.

    Users
    No information available
    Industries
    • Information Technology and Services
    Market Segment
    • 52% Small-Business
    • 30% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Google Contact Center AI Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Artificial Intelligence
    17
    AI Technology
    15
    Ease of Use
    10
    Automation
    6
    Features
    6
    Cons
    AI Limitations
    4
    Expensive
    4
    Integration Issues
    4
    Complexity
    3
    Lack of Clarity
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Google Contact Center AI features and usability ratings that predict user satisfaction
    10.0
    Has the product been a good partner in doing business?
    Average: 9.0
    8.6
    Concurrent Calling
    Average: 8.7
    8.9
    Session Summary Notes
    Average: 8.5
    9.5
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Google
    Year Founded
    1998
    HQ Location
    Mountain View, CA
    Twitter
    @google
    32,520,271 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    301,875 employees on LinkedIn®
    Ownership
    NASDAQ:GOOG
Product Description
How are these determined?Information
This description is provided by the seller.

Contact Center AI Delight your customers with human-like AI-powered contact center experiences, lower costs, and free up your human agents' time. Contact Center AI enables you to do just that.

Users
No information available
Industries
  • Information Technology and Services
Market Segment
  • 52% Small-Business
  • 30% Mid-Market
Google Contact Center AI Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Artificial Intelligence
17
AI Technology
15
Ease of Use
10
Automation
6
Features
6
Cons
AI Limitations
4
Expensive
4
Integration Issues
4
Complexity
3
Lack of Clarity
3
Google Contact Center AI features and usability ratings that predict user satisfaction
10.0
Has the product been a good partner in doing business?
Average: 9.0
8.6
Concurrent Calling
Average: 8.7
8.9
Session Summary Notes
Average: 8.5
9.5
Administrator Access
Average: 8.9
Seller Details
Seller
Google
Year Founded
1998
HQ Location
Mountain View, CA
Twitter
@google
32,520,271 Twitter followers
LinkedIn® Page
www.linkedin.com
301,875 employees on LinkedIn®
Ownership
NASDAQ:GOOG
Read Google Contact Center AI Reviews
Genesys Cloud CX
By Genesys
(1,396)4.3 out of 5
Optimized for quick response
View top Consulting Services for Genesys Cloud CX
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

    Users
    • Manager
    • Case Advocate
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 46% Mid-Market
    • 40% Enterprise
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Genesys Cloud CX is a platform that integrates multiple communication channels for customer experience management, including inbound and outbound calls, dialer, and SMS, and offers seamless integration with Salesforce CRM.
    • Users like the platform's versatility, constant innovation, and the seamless integration of multiple channels of communication, as well as its user-friendly interface, real-time analytics, scalability, and smooth integration with CRMs.
    • Reviewers noted that some areas, such as reporting and Workforce Engagement Management add-on, need further development, the interface can appear clunky, and the rollout of new features can sometimes feel rushed and lack thorough documentation.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Genesys Cloud CX Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    117
    Features
    74
    Helpful
    50
    Reliability
    50
    Efficiency
    47
    Cons
    Limited Features
    56
    Missing Features
    50
    Missing Functionality
    36
    Inadequate Reporting
    31
    Limited Functionality
    25
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Genesys Cloud CX features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 9.0
    8.7
    Concurrent Calling
    Average: 8.7
    8.3
    Session Summary Notes
    Average: 8.5
    8.7
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Genesys
    Company Website
    Year Founded
    1990
    HQ Location
    Menlo Park, CA
    Twitter
    @Genesys
    32,711 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,113 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

Users
  • Manager
  • Case Advocate
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 46% Mid-Market
  • 40% Enterprise
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Genesys Cloud CX is a platform that integrates multiple communication channels for customer experience management, including inbound and outbound calls, dialer, and SMS, and offers seamless integration with Salesforce CRM.
  • Users like the platform's versatility, constant innovation, and the seamless integration of multiple channels of communication, as well as its user-friendly interface, real-time analytics, scalability, and smooth integration with CRMs.
  • Reviewers noted that some areas, such as reporting and Workforce Engagement Management add-on, need further development, the interface can appear clunky, and the rollout of new features can sometimes feel rushed and lack thorough documentation.
Genesys Cloud CX Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
117
Features
74
Helpful
50
Reliability
50
Efficiency
47
Cons
Limited Features
56
Missing Features
50
Missing Functionality
36
Inadequate Reporting
31
Limited Functionality
25
Genesys Cloud CX features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.0
8.7
Concurrent Calling
Average: 8.7
8.3
Session Summary Notes
Average: 8.5
8.7
Administrator Access
Average: 8.9
Seller Details
Seller
Genesys
Company Website
Year Founded
1990
HQ Location
Menlo Park, CA
Twitter
@Genesys
32,711 Twitter followers
LinkedIn® Page
www.linkedin.com
8,113 employees on LinkedIn®
Get a quote
CloudTalk
By CloudTalk
(1,243)4.3 out of 5
Optimized for quick response
14th Easiest To Use in Contact Center software
Save to My Lists
Entry Level Price:$25.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call qu

    Users
    • CEO
    • Account Executive
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 66% Small-Business
    • 29% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • CloudTalk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    291
    Calling Features
    131
    Helpful
    125
    Reliability
    123
    Features
    115
    Cons
    Call Issues
    120
    Connection Issues
    66
    Missing Features
    59
    Call Management
    44
    Dialer Issues
    41
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • CloudTalk features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.0
    8.6
    Concurrent Calling
    Average: 8.7
    8.4
    Session Summary Notes
    Average: 8.5
    8.8
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    CloudTalk
    Company Website
    Year Founded
    2016
    HQ Location
    New York
    LinkedIn® Page
    www.linkedin.com
    176 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call qu

Users
  • CEO
  • Account Executive
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 66% Small-Business
  • 29% Mid-Market
CloudTalk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
291
Calling Features
131
Helpful
125
Reliability
123
Features
115
Cons
Call Issues
120
Connection Issues
66
Missing Features
59
Call Management
44
Dialer Issues
41
CloudTalk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.6
Concurrent Calling
Average: 8.7
8.4
Session Summary Notes
Average: 8.5
8.8
Administrator Access
Average: 8.9
Seller Details
Seller
CloudTalk
Company Website
Year Founded
2016
HQ Location
New York
LinkedIn® Page
www.linkedin.com
176 employees on LinkedIn®
Five9
By Five9
(511)4.1 out of 5
Optimized for quick response
View top Consulting Services for Five9
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The Five9 Intelligent CX Platform provides a comprehensive suite of solutions to engage with customers across their channel of choice, empower managers with insights and intelligence into contact cent

    Users
    • Customer Service Representative
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 57% Mid-Market
    • 24% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Five9 Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    64
    Customer Support
    56
    Helpful
    50
    Features
    44
    Call Management
    34
    Cons
    Call Issues
    27
    Missing Features
    23
    Poor Customer Support
    21
    Complexity
    16
    Difficult Setup
    16
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Five9 features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.0
    8.7
    Concurrent Calling
    Average: 8.7
    8.3
    Session Summary Notes
    Average: 8.5
    8.7
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Five9
    Company Website
    Year Founded
    2001
    HQ Location
    San Ramon, CA
    Twitter
    @Five9
    14,760 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,995 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The Five9 Intelligent CX Platform provides a comprehensive suite of solutions to engage with customers across their channel of choice, empower managers with insights and intelligence into contact cent

Users
  • Customer Service Representative
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 57% Mid-Market
  • 24% Small-Business
Five9 Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
64
Customer Support
56
Helpful
50
Features
44
Call Management
34
Cons
Call Issues
27
Missing Features
23
Poor Customer Support
21
Complexity
16
Difficult Setup
16
Five9 features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.0
8.7
Concurrent Calling
Average: 8.7
8.3
Session Summary Notes
Average: 8.5
8.7
Administrator Access
Average: 8.9
Seller Details
Seller
Five9
Company Website
Year Founded
2001
HQ Location
San Ramon, CA
Twitter
@Five9
14,760 Twitter followers
LinkedIn® Page
www.linkedin.com
2,995 employees on LinkedIn®
Get a quote
UJET
By UJET
(1,079)4.7 out of 5
Optimized for quick response
2nd Easiest To Use in Contact Center software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-firs

    Users
    • Customer Service Representative
    • Agent
    Industries
    • Consumer Services
    • Telecommunications
    Market Segment
    • 57% Mid-Market
    • 33% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • UJET Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    83
    Features
    36
    Simple
    34
    Helpful
    30
    Efficiency
    25
    Cons
    Slow Loading
    13
    Bugs
    12
    Missing Features
    12
    Slow Speed
    9
    Chat Functionality Issues
    7
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • UJET features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.0
    9.5
    Concurrent Calling
    Average: 8.7
    9.4
    Session Summary Notes
    Average: 8.5
    9.5
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    UJET
    Company Website
    Year Founded
    2015
    HQ Location
    San Francisco, California
    Twitter
    @UJET
    1,368 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    301 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-firs

Users
  • Customer Service Representative
  • Agent
Industries
  • Consumer Services
  • Telecommunications
Market Segment
  • 57% Mid-Market
  • 33% Enterprise
UJET Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
83
Features
36
Simple
34
Helpful
30
Efficiency
25
Cons
Slow Loading
13
Bugs
12
Missing Features
12
Slow Speed
9
Chat Functionality Issues
7
UJET features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.0
9.5
Concurrent Calling
Average: 8.7
9.4
Session Summary Notes
Average: 8.5
9.5
Administrator Access
Average: 8.9
Seller Details
Seller
UJET
Company Website
Year Founded
2015
HQ Location
San Francisco, California
Twitter
@UJET
1,368 Twitter followers
LinkedIn® Page
www.linkedin.com
301 employees on LinkedIn®
Get a quote
TeleCMI
By TeleCMI
(188)4.8 out of 5
1st Easiest To Use in Contact Center software
Save to My Lists
Entry Level Price:$10 User/Month (Billed...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    TeleCMI is a new-age unified cloud communication platform that is efficient, flexible, and packed with necessary modern features for businesses of all types. It seamlessly integrates with your favorit

    Users
    • Manager
    • Director
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 56% Small-Business
    • 37% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • TeleCMI Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    93
    Ease of Use
    81
    Helpful
    62
    Features
    33
    User Interface
    31
    Cons
    Missing Features
    18
    Mobile App Issues
    10
    Limited Features
    9
    Number Issues
    5
    Poor Interface
    5
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • TeleCMI features and usability ratings that predict user satisfaction
    9.7
    Has the product been a good partner in doing business?
    Average: 9.0
    8.3
    Concurrent Calling
    Average: 8.7
    7.7
    Session Summary Notes
    Average: 8.5
    7.4
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    TeleCMI
    Year Founded
    2016
    HQ Location
    chennai, Tamil Nadu
    Twitter
    @TeleCMI
    39 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    66 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

TeleCMI is a new-age unified cloud communication platform that is efficient, flexible, and packed with necessary modern features for businesses of all types. It seamlessly integrates with your favorit

Users
  • Manager
  • Director
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 56% Small-Business
  • 37% Mid-Market
TeleCMI Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
93
Ease of Use
81
Helpful
62
Features
33
User Interface
31
Cons
Missing Features
18
Mobile App Issues
10
Limited Features
9
Number Issues
5
Poor Interface
5
TeleCMI features and usability ratings that predict user satisfaction
9.7
Has the product been a good partner in doing business?
Average: 9.0
8.3
Concurrent Calling
Average: 8.7
7.7
Session Summary Notes
Average: 8.5
7.4
Administrator Access
Average: 8.9
Seller Details
Seller
TeleCMI
Year Founded
2016
HQ Location
chennai, Tamil Nadu
Twitter
@TeleCMI
39 Twitter followers
LinkedIn® Page
www.linkedin.com
66 employees on LinkedIn®
Read TeleCMI Reviews
Ozonetel CloudAgent
By Ozonetel
(579)4.6 out of 5
9th Easiest To Use in Contact Center software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Ozonetel offers a highly adaptable cloud contact center solution for customer-first companies of all sizes. Ozonetel’s all-in-one enterprise-grade call center software combines cutting-edge power dial

    Users
    • Associate
    • Assistant Manager
    Industries
    • Financial Services
    • Hospital & Health Care
    Market Segment
    • 61% Mid-Market
    • 30% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Ozonetel CloudAgent Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    228
    Features
    139
    Call Management
    137
    Call Quality
    116
    Helpful
    103
    Cons
    Call Issues
    108
    Connection Issues
    97
    Call Connectivity Issues
    76
    Technical Issues
    64
    Connectivity Issues
    62
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Ozonetel CloudAgent features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 9.0
    9.0
    Concurrent Calling
    Average: 8.7
    8.8
    Session Summary Notes
    Average: 8.5
    9.1
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Ozonetel
    Company Website
    Year Founded
    2007
    HQ Location
    San Jose, California
    Twitter
    @Ozonetel
    784 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    339 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Ozonetel offers a highly adaptable cloud contact center solution for customer-first companies of all sizes. Ozonetel’s all-in-one enterprise-grade call center software combines cutting-edge power dial

Users
  • Associate
  • Assistant Manager
Industries
  • Financial Services
  • Hospital & Health Care
Market Segment
  • 61% Mid-Market
  • 30% Small-Business
Ozonetel CloudAgent Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
228
Features
139
Call Management
137
Call Quality
116
Helpful
103
Cons
Call Issues
108
Connection Issues
97
Call Connectivity Issues
76
Technical Issues
64
Connectivity Issues
62
Ozonetel CloudAgent features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.0
9.0
Concurrent Calling
Average: 8.7
8.8
Session Summary Notes
Average: 8.5
9.1
Administrator Access
Average: 8.9
Seller Details
Seller
Ozonetel
Company Website
Year Founded
2007
HQ Location
San Jose, California
Twitter
@Ozonetel
784 Twitter followers
LinkedIn® Page
www.linkedin.com
339 employees on LinkedIn®
Webex Contact Center
By Cisco
(148)4.4 out of 5
Optimized for quick response
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-servic

    Users
    No information available
    Industries
    • Information Technology and Services
    • Consumer Services
    Market Segment
    • 38% Mid-Market
    • 36% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Webex Contact Center Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    54
    Features
    43
    Call Management
    30
    Efficiency
    27
    Intuitive
    24
    Cons
    Integration Issues
    16
    Technical Issues
    14
    Complexity
    13
    Call Issues
    11
    Lack of Integrations
    11
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Webex Contact Center features and usability ratings that predict user satisfaction
    8.6
    Has the product been a good partner in doing business?
    Average: 9.0
    9.2
    Concurrent Calling
    Average: 8.7
    8.9
    Session Summary Notes
    Average: 8.5
    9.1
    Administrator Access
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Cisco
    Company Website
    Year Founded
    1984
    HQ Location
    San Jose, CA
    Twitter
    @Cisco
    733,873 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    97,323 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-servic

Users
No information available
Industries
  • Information Technology and Services
  • Consumer Services
Market Segment
  • 38% Mid-Market
  • 36% Enterprise
Webex Contact Center Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
54
Features
43
Call Management
30
Efficiency
27
Intuitive
24
Cons
Integration Issues
16
Technical Issues
14
Complexity
13
Call Issues
11
Lack of Integrations
11
Webex Contact Center features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 9.0
9.2
Concurrent Calling
Average: 8.7
8.9
Session Summary Notes
Average: 8.5
9.1
Administrator Access
Average: 8.9
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Contact Center Topics

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Learn More About Contact Center Software

What is Contact Center Software?

Thousands of businesses work with customers over the phone every day to generate awareness and drive revenue for their company. Not to mention, many customer support initiatives rely on inbound and outbound calls. Contact center technology helps businesses build a digital platform with automation to track these interactions, without the need for hardware or additional technical assistance. With these communication platforms, companies can oversee contact center operations and streamline customer conversations with features including automated call routing, call queues, and call center analytics.

Like VoIP providers, contact center software (or call center software) enables voice conversations that connect customer phone lines without internal telephone networks. In some cases, these platforms integrate with other systems to consolidate multiple channels into a single stream for customer service teams. Many platforms integrate with systems such as customer relationship management (CRM) software, so call center representatives can place calls directly from customer profiles. Users can also update profiles with information from calls in real time. These systems optimize the customer experience of sales and support communications.

Fielding or placing customer calls is an integral component for businesses across diverse industries. Depending on a company’s size and structure, it can become an overwhelming experience. Calls can be dropped, the customer queue can be too long, and important information can fall through the cracks. These contact center solutions offer modalities that ensure a positive customer journey while keeping internal teams organized and efficient. When these solutions are properly implemented, businesses can handle a higher call volume, improve team performance, and guide the flow of customer conversations.

The functionality of these systems varies from product to product; for any team with daily phone conversations, these platforms help provide a central hub that structures workflows and ensures calls are handled properly. Many platforms include advanced functions that modernize call-based operations, reduce employees’ burden, and provide assistance with routine tasks. These solutions transform the call-based experience for customers and employees, while helping quickly close deals and resolve issues.

What are the Common Features of Contact Center Software?

The following are some core features within contact center software:

Cloud based: Much of the physical hardware and software associated with maintaining a cloud contact center’s phone system has been made obsolete by browser-based SaaS solutions. Instead of phones, most contact centers as a software (CCaaS) software simply provide computer telephony integration (CTI) instead, which are more cost effective and less cumbersome.

Automatic call distribution: Contact center software needs to be able to manage large volumes of customer inquiries in rapid succession while delegating these responsibilities to support agents. Queuing capabilities are essential so that work is distributed equally and support agents don’t become overwhelmed.

Monitoring: Live call monitoring is a common feature that permits a manager to listen in on agent-customer interactions. This can happen for training purposes, and it can also happen for quality assurance so that agents adhere to company policies. Sometimes support center agent mannerisms and courtesy may need correction.

Omnichannel: Contact centers are expected to have unified communications across various communication channels in addition to voice calls. Other mediums like SMS, email, and chat capabilities can be employed and integrated into a single platform. Some platforms can even engage customers across social media.

Call recording: Customer and agent conversations can be recorded when managers need to support their team members or perform quality assurance. These incoming call or outgoing call recordings can also be used as training materials on how future support agents can approach difficult conversations.

Interactive voice response (IVR): Interactive Voice Response is an automated system that uses text-to-speech technology to interact with callers to gather context and clarification for why they are calling. Older systems had customers interact with the system by pressing buttons on their number pad in response to a list of predetermined options. New systems can process the caller’s speech and interpret their intention via voice input.

What are the Benefits of Contact Center Software?

A call center solution offers the following benefits:

Productivity: The numerous features of contact center software streamline administrative tasks like call routing, call back, and queueing. This empowers support teams to focus on tasks requiring subject matter expertise.

Flexibility: A cloud-based contact center software creates a flexible workforce that can work for an on-premises or off-premises remote workforce. In some cases, this flexibility can also be provided to mobile platforms.

Customer loyalty: A nimble support team empowered by the latest technology reduces response time to customers, improves first-call resolution metrics, and increases customer satisfaction.

Workforce management: A customer support team empowered by contact center software is more efficient and more capable of handling large volumes of support inquiries. Call traffic can vary widely depending on the time of day and week, so an efficient workforce is scheduled to meet the rise and fall of call traffic.

Who Uses Contact Center Software?

The solutions in this category are built for business teams who manage and handle customer voice calls. The following are common users of this software:

Call center representatives: For many sales and marketing departments, customer outreach is a vital aspect of their business model. Often, this entails a dedicated call center team who reach out to prospective customers individually. Call center representatives and managers can leverage the software in this category by mapping out workflows and automating routine processes related to calls. Contact center software helps support teams execute their jobs from start to finish, like assigning the right agent, scheduling calls, call recording, and result tracking. These tools improve the outcomes of cold calls and ensure a better customer experience.

Service teams: There is a great deal of customer service software that help service teams handle customer experience issues. Contact center software systems can provide a reliable foundation for the voice-based component of these departments, ensuring customer issues are directed to the correct employees and tracked to their resolution. Modern support teams often require omnichannel customer support, which allows them to receive feedback and customer questions from various outlets. The tools in this category primarily assist with voice-based communications but often include or integrate with other tools to create a seamless and effective process for service team employees.

Customer success specialists: Customer success is an emerging business methodology focused on nurturing customer relationships and ensuring customers achieve their desired outcomes. Customer success managers and specialists often have different names depending on the company but share the same objective. These employees check in with customers about their experience, ask questions about the product or service, and provide valuable advice to improve and sustain the customer experience. These employees often make phone calls at specific points in the customer journey and thoroughly touch base with as many customers as possible. The solutions in this category help provide structure for these customer success initiatives. This ensures calls are adequately handled while gathering critical data about each customer experience for reference across the organization.

Software Related to Contact Center Software

Related solutions that can be used together with contact center software include:

Contact center quality assurance software: Contact center quality assurance software is designed to track the performance of call center operations, both as a whole and on the individual level. While contact center software platforms offer related analytics features, contact center tools exist solely for this function and generate a wide range of related data. These tools often allow call center managers to deliver personalized feedback or coaching sessions to agents to improve their efficiency and their approach. Contact center quality assurance products are a natural complement to operations technology by helping businesses continuously improve their call-based initiatives from every angle.

Help desk software: Help desk software allows customers to generate support tickets through one or more channels. Once customer support teams receive these tickets, they can resolve the underlying issues on time and reach out to the respective customers with the outcomes. Unfortunately, many issues can’t be handled over a live voice call, whether due to the problem's complexity or the support staff's bandwidth. Help desk tools allow businesses to address issues promptly and respond once a conclusion is reached. In many cases, these products generate valuable data related to customers and customer issues. This data can be used to shape business strategy and improve the product or service over time. These analytics are also useful for identifying strengths and weaknesses in the service team.

Contact center knowledge base software: Knowledge base software helps your customer support team by building a repository of accessible information for quick reference during customer interactions. The type of information in this database can range from product information, troubleshooting techniques for common problems, contact information for related departments, etc. Having a robust knowledge base available to your team will significantly improve their response time and support quality. This product helps lower the barrier to entry for subject matter expertise, with it becoming just a click away.

Contact center workforce software: Contact center workforce software helps customer support managers organize headcount and manage contingencies for situations where a support team would experience a high volume of support requests. Managers need to constantly manage the razor-thin margins between minimizing their headcount with the associated overhead and having a resilient support team to handle any customer need. These products help with those considerations by taking historical trends into account the volume of forecast customer support requests. The frequency of requests can vary greatly depending on the time and day of the week. 

Customer self-service software: Customer self-service software provides passive support to call centers by helping customers to troubleshoot their own issues or find information. These customer support portals can have step-by-step instructions using text or video content to solve their issues.

Chatbots software: Another form of automation implemented to support contact centers is chatbots. Software in this category varies greatly in sophistication, with some utilizing logic trees to generate responses, while others have capabilities to almost completely substitute the capabilities of a support agent using AI technologies. Often, chatbots are situated on websites before the option of a live agent is offered because many of the simpler support requests can be resolved at this stage using automation.

Challenges with Contact Center Software

Contact centers have challenges that are unique to their environment.

Scaling: Customer service channels can rapidly become overwhelmed when a company grows too fast without scaling its support team’s infrastructure in tandem. Often, a company can meet a sudden influx of new customers and rapidly expand its services to meet the growing demand. Unfortunately, many such businesses can also forget to scale their customer support department to support this customer base after signing a contract or buying the product. The customer-business relationship doesn’t end after the cash register closes or the contract is signed, so the population of potential complaints only grows.

How to Buy Contact Center Software

Requirements Gathering (RFI/RFP) for Contact Center Software

When deciding on which contact center software to use for a business, the first thing to take into consideration is the volume of expected inbound calls. The second is the complexity of the issues customers will require assistance to resolve. Customers that have bought very sophisticated software or products will likely require complex instructions and support materials to find a resolution.

Compare Contact Center Software Products

Create a long list

Once the business need and the nature of customer inquiries have been determined, a list of products compatible with the user's business should be compiled. Some products better serve Enterprise-level businesses, while others are much better suited for smaller businesses with a more streamlined product without the bells and whistles used during complex customer engagements.

Create a short list

After creating a long list, more immediate issues like pricing, platform preference, and scalability will require the company’s attention. At this point, the selection criteria will have to be progressively stringent as a final decision needs to be made. Additional considerations like budgeting concerns, integration compatibility, and database compatibility need to be taken into account. At this point, decision makers should focus only on the best contact center software.

Conduct demos

Demos should be part of every significant software purchase. There must be buy-in of the primary users, which in this case would be customer success and customer support departments. These are perfect opportunities to iron out any compatibility issues for the users having trouble with the interface or if the technical hardware is compatible with the existing tech stack.

Selection of Contact Center Software

Choose a selection team

When performing demos, it is essential to include input from the customer support team and their respective managers since they will receive the most exposure to its functionality. On the technical side, the IT departments need to be involved to ensure the databases and integrations are connected seamlessly. Customer success can also include their input since customer support may route certain customers to them directly.

Negotiation

After selecting the company’s list of prospective software service providers and demonstrating the capabilities of each product of interest, negotiations are in order. Having two or three options helps determine which product gives the best bang for the buck.

Final decision

The final decision should be made with the input of all involved teams, SMEs, and users. Selecting the product that fits the business needs is paramount, as no perfect option is available. It is also possible to consider employing a pilot program for the product’s adoption. If necessary, the company can perform the adoption in stages so teams can easily transition to using the software.