Contact center solutions are cloud-based services that help enterprises handle large volumes of support inquiries.
Unlike call center software, contact centers offer an advanced and comprehensive approach to customer service management.
They go beyond call routing and offer benefits such as easy-to-use dashboards, seamless collaboration, analytics, omnichannel coverage, and more.
If you’re looking for a CCaaS (Contact Centre as a Service) partner to supercharge your operations, you’re at the right place.
| Product | Notable Features |
|---|---|
| Salesforce | Omni-channel, AI-powered CRM platform that leverage Einstein GPT |
| Freshcaller | Quickly route calls, AI-powered voice bots, convert calls into tickets with a click |
| RingCentral | Omni-channel, AI-powered CRM platform that leverages Einstein GPT |
| Verint | Workforce optimization, omnichannel, AI-driven routing, interactive voice response (IVR) |
| Zoom | AI-powered chatbots, no-code visual IVR, personalized waiting rooms |
| Nice CXone | 30+ native digital channels, AI tools, real-time insights |
| Dialpad | AI-powered transcription, AI scorecards, 60+ integrations, Built-in IVR |
| Google CC AI | AI-driven routing, Visual IVR, AI-driven Insights |
| Vonage | Conversational AI, Automatic Call Distribution, gamification, Einstein AI |
| GoTo Contact Center | Omni-channel, pre-recorded voicemails, intelligent call routing |
| Cisco | AI tools, ACD, unified admin panel, robust APIs |
In this article, we’ll walk you through the best contact center solution available for your business in the market today. Let’s go!
Best Contact Center Solutions in 2024
Salesforce
Salesforce Contact Center solution is here to revolutionize the customer experience. Backed by the power of the Salesforce CRM platform, this solution empowers businesses to deliver exceptional customer service across multiple channels.
Key Features
- Boost the effectiveness of your customer support with a phone channel that operates natively within the Service Cloud
- Has omnichannel coverage to engage with customers across various channels, including phone calls, emails, live chat, social media, and SMS
- Leverage Einstein GPT and other AI-powered bots to automate repetitive requests, guide customers, or route calls, resolving issues faster
- Engaging customers with targeted outbound messages such as reminders, alerts, and notifications
Besides, the Salesforce contact center offers self-service modules. You can create a self-service portal stuffed with articles and how-to guides and deflect calls to relevant portals to help customers find answers faster.
Freshcaller
Freshcaller Cloud PBX is an all-in-one contact center fostering two-way customer communication. It’s a minimal fuss with maximum delight software, catering to over 50,000+ customers globally.
Key Features
- Quickly route calls to agents based on skills and availability; get extensive reach with local phone numbers in over 90 countries
- Allow virtual leaders to monitor call volumes and access call recordings, post-call transcripts, etc., via live dashboards
- Create interactive voice response systems with multiple levels of customization for personalized CX
- Use AI-powered voice bots to answer repetitive queries, reduce wait times, and offer reliable solutions
Cloud PBX is a part of the Freshdesk Omnichannel. This means you can easily make calls within Freshdesk, convert calls into tickets with a click, and manage conversations across any channel. Best of all, it’s easy to get started with a 21-day free trial.
RingCentral
RingCentral Call Center Solutions is a flexible cloud-based contact system software that supports desktop and mobile users. It has over 400k+ customers across 46 countries and remarkable clients like Toyota, Lufthansa, and more.
Key Features
- Pre-built AI tools to assist, coach, and guide agents at the moment; deploy AI bots as virtual agents to provide 24/7 instant personalized support
- Access real-time and historical customer insights, plus comprehensive agent analytics via a unified dashboard
- Set up smart call routing to land customers to the right agent or department based on message content and channel
- Connect with customers across 20+ digital touchpoints like the web, social media, messaging apps, review platforms, and your custom channels
RingCentral integrates with over 330+ apps to blend into your existing workflows. Be it Microsoft 365, Google Workspace, CRMs, and even offer APIs to connect to any other app or software.
Verint
Verint Contact Center Solutions is engineered to elevate customer service and streamline operations. The platform hosts a scalable infrastructure and innovative AI tools to nurture customer engagement while maintaining lower costs.
Key Features
- Helps optimize the workforce with adequate tools for management, training, quality monitoring, and performance analytics
- Offers an omnichannel approach – allowing businesses to easily interact with customers across multiple channels
- Advanced routing algorithms to connect customers with suitable agents based on skills, availability, and conversation history
- Easily automates routine inquiries with interactive voice response (IVR) systems and AI-powered chatbots
Verint CCaaS software is uniquely geared toward closing the gap between your business and customers. The platform is trusted by over 10,000+ organizations in over 175 countries, including over 85 percent of the Fortune 100.
Zoom
Zoom Contact Center solution comes with omnichannel options, offering a rich CX that drives loyalty.
Key Features
- Built-in AI-powered chatbots to improve first-response time; integrate bots with existing CRMs to deliver tailored responses
- Has video-optimized CCaaS to provide a rich video meeting experience with customers; simply toggle to elevate a chat or voice interaction to a video call
- Get real-time insights into your team performance and client engagements via unified dashboards
- Offers drag-and-drop modules and no-code visual IVR systems to create amazing workflows, call routing profiles, and more
Apart from these, Zoom goes a step ahead to ace personalization. It provides personalized virtual waiting rooms for customers, offers self-help before the agents join in, and displays media-rich content so your customers never feel waited.
Nice CXone
Nice CXone is the most complete CX platform we could witness. The cloud platform removes bottlenecks from two highly co-related things: effective customer experience and efficient contact center management.
Key Features
- Choose from 30+ native digital channels, including chat, messaging, and social media, and manage everything in one place
- Empower employees with AI tools and customer data to anticipate needs and delight customers with outstanding service
- Schedule smarter with the ability to accommodate preferences and align agent skills with customer needs
- Over 90+ pre-built report templates and real-time insights to maximize the value of your contact center metrics
Nice CXone contact center fits right in the puzzle for all sizes of businesses. Be it SMBs or large enterprises.
Dialpad
Dialpad’s AI-powered contact center is a big relief to supervisors who like to keep things handy. The cloud-based software works across iOS, Android, PC, Mac, and web browsers, so supervisors and agents can work off-desk any day without losing grip on the team.
Key Features
- Use Dialpad AI to transcribe calls, perform sentiment analysis, and get recommendations on the next best steps
- Remove manual supervision, use AI scorecards instead to automatically suggest when QA (quality) Scorecard criteria have been met and highlight coaching opportunities
- Over 60+ integrations to popular apps, CRMs, and collaboration tools; use the sought-after marketplace to build custom workflows and integrations
- Built-in IVR (Interactive Voice Response) feature to let customers self-service and connect themselves to the right person or department
Besides, Dialpad’s integration with Playvox unlocks some awesome features, like real-time agent forecasting, quality management, scheduling, and more. In addition, you get a comprehensive dashboard to track metrics like call volume patterns, peak hours, and more.
Google CC AI
Google CC AI (Contact Center AI) is the epitome of automation in the customer experience industry. It’s not limited to managing or routing calls but goes beyond to improve customer service with AI that understands, interacts, and talks.
Key Features
- Leverage conversational AI to create virtual agents that quickly switch between topics, handle supplemental questions, and operate across multiple channels 24/7
- Use Agent Assist, an AI-powered tool to empower employees with continuous support during calls and chats by identifying intent and providing recommendations
- AI-driven Insights to answer business questions or support decisions to drive efficiency
- Other essential features like AI-driven routing, visual IVR, and more
Google’s CCAI (Contact Centre AI) offers a global solution for small to large-sized enterprises to elevate customer experience to the next level. And guess what? It’s free to get started.
Vonage
Vonage Contact Center (VCC) is your all-in-one cloud contact center. It’s easy to manage, boosts productivity, and requires minimum set-up – no code, no downloads, no add-ons.
Key Features
- Leverage Vonage’s conversational AI to self-serve customer queries via live chat or on call
- Enable ACD (Automatic Call Distribution) to distribute calls to agents through skills-based routing, case-owner routing, etc.
- Offers gamification options to reward employees when they reach a personal or business goal
- Einstein AI and Analytics helps visually segment and analyze customer conversations via a comprehensive dashboard
Vonage integrates with the best CRM solutions you might possibly work on, like Salesforce, Microsoft Teams, Zendesk, and more.
GoTo Contact Center
GoTo Contact Center offers cloud-based solutions to unify customer communications in a place. It’s best fit for small to medium-size enterprises—besides, a great contact center solution to enhance CX and boost sales over time.
Key Features
- Omni-channel coverage allows agents to switch between channels (voice, text, or video) and meet customers where they want
- Get hands-on pre-recorded voicemails and pre-saved texts to monitor conversations to improve customer experience
- Use intelligent call routing to direct callers to the right agent; coach agents in real-time with features like listen, whisper, and barge modes
- Has a unified admin panel to manage contact center and phone system settings, plus an analytical dashboard to measure crucial business KPIs in real-time
Lastly, GoTo’s featured integration includes the likes of Salesforce, Miro, Microsoft Teams, and more. For other integrations, you can surf through GoTo’s built-in marketplace.
Cisco
Cisco contact center solution offers both vertices: cloud and on-premise. In both ways, the software is a feature in the cap for small-to-large sizes enterprises dealing with large call volumes.
Key Features
- Get hands-on AI tools to assist agents and automate conversations
- Offers ACD to direct calls and conversations to the right agent and department
- Easily manage everything from a single-pane-of-glass administration portal
- Get a suite of robust APIs and integrations with popular CRMs and other cloud apps
Webex contact center solution serves over 3.6 million agents across 36,000+ enterprises trusting the platform’s capabilities.
Next, let’s understand what to look for in your ideal contact center solution.
Features To Look For in a Contact Center Solution
Real-Time Dashboards
Make sure the CCaaS provider offers a single-pane-of-glass dashboard. Here’s why:
Getting to control and oversee operations from a single panel is a next-level feeling– super-visor vibes! 🦸
As a virtual manager, you get real-time insights into customer conversations and the team’s performance. You can monitor call volume, average handling time, customer satisfaction, and more.
Best of all, you can:
- Identify areas for improvement
- Make data-driven decisions
- Enhance overall performance and customer experience
Call Routing and Distribution Options
According to Statista, 42% of American customers prefer to use ‘phone calls’ to resolve customer service issues in the United States.
An ideal solution must include features like call routing, call transfer, and more. Much better, look for solutions that offer ACD (Automatic Call Distribution) – a critical feature that automatically routes inbound calls to the most appropriate agent or department based on predefined criteria.
It can consider factors like agent availability, skill level, or customer priority. Everything adds up to help reduce wait times and improve customer experience and agent productivity.
Omnichannel Coverage
Omnichannel means a customer-centric approach involving multiple channels in a unified place so the end party has it covered under one roof.
Since we’re dealing with more than a call center, ensure that the solution offers an all-around coverage– social media, calls, websites, SMS, etc.
Integrations
A handful of integrations make any software collaborative, scalable, and adjustable. When picking a CCaaS for your business, look for integrations. Primarily integrations with your existing CRMs, and of course, other third-party tools.
Benefits of Contact Centre Solution
Automation
Typically, these solutions are cloud-based. You can expect state-of-the-art automation to streamline monotonous tasks.
For example, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and more.
Access to customer data and interaction history is a life-saver. Most importantly, it empowers agents to handle inquiries efficiently while maintaining higher productivity.
Cost-Effective
The most significant benefit you get from installing a contact center solution is it’s lightweight in your pocket. You don’t need to increase headcount with a slight increase in call volumes or queries.
Although contact center software does require a human workforce, it squeezes them to what’s necessary. Everything else that doesn’t require manual input is either automated or left to AI.
To add cheery-on-the-cake, modern contact center solutions scale with the growing needs of businesses. Cloud-based solutions, in particular, offer one-click scalability without demanding hardware investments.
Real-Time Insights
Contact center solutions offer real-time monitoring and reporting features that give managers and supervisors valuable insights into the team’s performance.
Managers can track key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction metrics – all in one place!
By identifying trends and areas for improvement, managers can make informed decisions and optimize operations while providing better customer service.
Improves Collaborations
Cloud-based contact centers foster remote collaborations. With features like tags, comments, silent calls, and more, it enables agents to collaborate even in between client calls.
Wrapping Up
With so many digital channels coming up, it’s high time for businesses to switch their operations from normal call centers to omnichannel contact centers.
The tools mentioned in the article are by far the top and most trusted in the market. However, there’s no one-size fits all. Make a choice based on your business needs, query volumes, and budget.
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