Best Contact Center Platforms

What are Contact Center Platforms?

Contact Center Platforms streamline customer communications, integrating multiple channels into a single, efficient system. These solutions enhance customer service and operational efficiency.

To learn more, read our Contact Center Platforms Buyer's Guide (Updated: November 2024).

The top 5 Contact Center Platform solutions are Amazon Connect, Genesys Cloud CX, Five9, TalkDesk and LinkLive, as ranked by PeerSpot users in October 2024. Genesys Cloud CX received the highest rating of 8.8 among the leaders and is the most popular solution in terms of searches by peers, and Amazon Connect holds the largest mind share of 28.7%.

Contact Center Platforms are designed to manage and optimize customer interactions across various channels, including phone, email, chat, and social media. They offer advanced analytics, automation, and AI capabilities to provide personalized and efficient service. Features like call routing, IVR, and CRM integration ensure seamless customer experiences and high satisfaction rates.

What are the critical features?

Omnichannel Support: Integrates communication channels like phone, email, chat, and social media.
Advanced Analytics: Offers insights into customer interactions and agent performance.
IVR System: Automates call handling and routes calls to the appropriate agent.
CRM Integration: Connects with CRM systems to provide agents with customer information in real-time.
Automation Tools: Utilizes AI for chatbots and automated responses to common queries.

What are the benefits and ROI?

Enhanced Customer Experience: Provides faster and more personalized interactions.
Increased Efficiency: Streamlines operations and reduces manual tasks.
Better Insights: Delivers data-driven decisions through analytics.
Cost Savings: Reduces overhead costs with automation and improved processes.
Scalability: Supports growth and adapts to changing business needs.

Contact Center Platforms are used in industries such as retail, healthcare, and finance to manage customer queries, complaints, and feedback. They help in maintaining consistent service quality and improving customer retention rates.

Contact Center Platforms help organizations enhance customer service, streamline communication processes, and improve operational efficiency.

Buyer's Guide

Contact Center Platforms

November 2024

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Contact Center Platforms solutions mindshare

As of November 2024, in the Contact Center Platforms category, the mindshare of Genesys Cloud CX is 27.7%, down from 29.2% compared to the previous year. The mindshare of Five9 is 15.1%, up from 10.9% compared to the previous year. The mindshare of Amazon Connect is 28.7%, down from 29.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Top Contact Center Platforms products

Rankings through

#1 Ranked

Amazon Connect

Amazon Connect is a cloud-based contact center used for call routing and CRM integration with platforms like Salesforce and ServiceNow. It features dynamic call operations, voicebots with Lex, drag-and-drop interfaces, and seamless AWS integration. Users value its scalability, analytics, and efficient call flow design while seeking improvements in cost structure, global architecture, and channel support.

8.3

Rating

Reviews

742

Words/ Review

1,607

Total Views

1,000

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Leader

Genesys Cloud CX

Genesys Cloud CX is a call center solution for customer service and contact centers. Its primary use case includes building IVR systems, transitioning from old platforms, and integrating with CRMs. The most valuable features are its expanded capabilities in digital channels, simple setup, good integration, and omnichannel experience. It saves time, is easy to learn, and offers easier troubleshooting compared to on-premise solutions. Genesys Cloud CX is a comprehensive and superior solution in the CCaaS market.

8.8

Rating

Reviews

892

Words/ Review

5,056

Total Views

1,000

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Buyer's Guide

Contact Center Platforms

November 2024

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Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms. Updated: November 2024.

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816,816 professionals have used our research since 2012.

Leader

Five9

Overall, Five9's user reviews indicate a positive experience with the product. Five9 provides a feature-rich cloud contact center platform to optimize customer engagement. Key capabilities include omnichannel routing, IVR and self-service applications, workforce optimization tools, APIs/integrations, and flexible deployment options.

8.5

Rating

Reviews

1,210

Words/ Review

1,768

Total Views

466

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TalkDesk

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

8.3

Rating

Reviews

594

Words/ Review

278

Total Views

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LinkLive

LinkLive is a customer communication and support tool used by various organizations. Its most valuable features include text chat capabilities, centralized communication channels, secure messaging, screen-sharing for troubleshooting, and seamless switching between modes. LinkLive improves communication and efficiency, reduces call volume and wait times, increases customer satisfaction, and enhances information security. It provides a user-friendly interface, improves call quality, and strengthens relationships with customers.

8.6

Rating

Reviews

920

Words/ Review

1,319

Total Views

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LinkLive vs Genesys Cloud CX

Avaya IX Contact Center

Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers

9.0

Rating

Reviews

451

Words/ Review

455

Total Views

291

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See which vendors are best for you

Use our free recommendation engine to learn which Contact Center Platforms solutions are best for your needs.

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Cisco Finesse

Cisco enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time.

501

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Siebel Contact Center

Oracle's Siebel Contact Center transforms a business's call center into an integral part of its total sales, marketing, and service delivery strategy. The application enables agents to handle service, support, and sales interactions seamlessly across all communication channels. As a result, businesses can reduce costs while enhancing service delivery.

8.0

Rating

Review

441

Words/ Review

115

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Freshcaller

Freshcaller is a modern-day reimagining of our everyday phone system for customer support, sales, IT, and HR teams. It acts as a central hub for all phone-related activities of an organization, enabling companies to easily launch their call centers in a matter of minutes. By virtue of being a cloud-based call center software, Freshcaller enables businesses of all sizes to run virtual call centers without having to purchase any phone hardware. Loved by 3000+ customers, Freshcaller provides key capabilities such as customizable Voicemails, multi-level IVR (Phone Tree) system, Smart Escalations, pre-built and custom Call Center Analytics, Call Recorder, context transfer through Notes, Call Monitoring, Call Masking, Call Conferencing, unlimited concurrent calls, and virtual phone numbers in 90+ countries.

128

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NovelVox Unified Agent Desktop

This LIVE demo focuses on how NovelVox Agent Desktop can be optimized to your exact business requirements. How to set up different screens for different call types and how to optimize agent performance. Find out about:

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Aspect Unified IP

Aspect Unified IP 7.1. comes with a sea of enhanced features that fully leverage its highly available, scalable architecture.

140

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NetFortris Call Recording

Using NetFortris Call Recording, business calls can be easily and accurately recorded, on-demand or constantly through "always-on" functionality. Recorded calls can be played back through our easy-to-use web interface and offers single or multi-site support, a reliable and scalable architecture, secure data access, and advanced search capabilities.

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Focus Contact Center

- Multichannel communications in the cloud: phone, email, chat, social media, www; - Full process automation in communications, sales and customer care based on gathered customer data; - Inbound communication: IVR, queuing; - Outbound communication: telemarketing campaigns, surveys, sales follow-ups and closings; - Intuitive and simple design, implementation and data analysis; - Compatible Mobile Apps;

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Appian Intelligent Contact Center

The Appian Intelligent Contact Center makes it easy for organizations to build next generation contact center applications integrating AI, RPA, and BPM to provide concierge-level customer experience, make every agent a rockstar, and deliver unmatched business impact and efficiency.

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Dialpad Contact Center

Our Dialpad Contact Center and Dialpad Sell products or Call Centers give teams more flexibility and many advanced features than Departments. Call Center features include: Flexible routing options. Real-time dashboard and service alerts.

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Alcatel-Lucent OmniTouch Contact Center

A scalable and reliable contact center solution for up to 7,000 agents. The ideal solution for companies with contact centers that are mainly driven by inbound voice interactions, the Alcatel-Lucent OmniTouch Contact Center (CC) addresses installations of all types and sizes, from small to large capacities.

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Ameyo Voice

Let’s TalkBest Call Center Software to help you connect with your customers

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Alcatel-Lucent OpenTouch Customer Service

A comprehensive, modular application for multimedia contact center management.An multimedia contact center solution that handles agent-based and self-service multimedia interactions, OpenTouch Customer Service (CS) helps you simplify the workflow between customers, the contact center and the rest of the organization.

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OpenText TeamQ

The extreme productivity of OpenText™ Gupta Team Developer helps users build software projects quicker than with other development languages to deliver solutions faster than the competition. Gupta Team Developer increases an organization’s chances of winning a project bid and delivering on time and within budget.

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InterDialog Unified Contact Center

InterDialog UCCS, Unified Contact Center Suite from Teckinfo is a highly reliable and robust call center solution for both inbound, outbound and blended contact centers. Our highly efficient CTI and ACD make our call center software product extremely scalable, easily reaching upward of 1200 seats per setup (again a best in its class!!) while keeping the vital parameters well within limits. Options for high availability and redundancy make the product truly enterprise class. Multi - level self-service IVR with option for TTS, speech recognition, integration with database / 3rd party database, & Screen Pop up are some of the salient call center software features. For outbound we provide a very powerful lead management tool, predictive / progressive /power / preview dialing call center solutions. Option for best of breed Advance Dialing logic and Automatic Outbound Dialing are the added advantage.

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DCCM - Dynamic Contact Center Manager

Contact center operations face dynamic challenges such as inbound call spikes, emergency closures and unplanned local holidays. Pointel Dynamic Contact Center Manager (DCCM) empowers multi-site contact center operations teams to rapidly and safely respond to such challenges.

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NobelBiz OMNI+

The NobelBiz Omnichannel solution addresses all companies in the Contact Center Industry. It’s designed to be easily integrated in pre-existing infrastructures and offers a modular approach that helps customers directly manage and alter the application for easier and more efficient use. The software includes all major platforms (Facebook, Twitter, WhatsApp, voice, sms, email, and web chat) and features a simple interface that reduces dependency on IT departments and allows for an effortless transition between channels and easy supervision.

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VCC Live

VCC Live is a cloud-based contact center software, providing telecommunications services to all types of business that want to offer prompt support to their customers. Its advanced features (IVR, real-time statistics, high security, predictive dialer among others) allow your contact center team to perform a wide variety of actions from one single software. With VCC Live omnichannel solution, you can use and switch between multiple communication channels such as voice, email, chat, and SMS.

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Ameyo Engage

A simple, secure and scalable Cloud Based Contact Center

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CloudTalk

Smart cloud-based contact center solution.

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SAP Business Communications Manager

The SAP Business Communications Management rapid-deployment solution provides preconfigured contact center functions and is integrated into CRM. It's contents include:

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Masergy Cloud Contact Center

Masergy Cloud Contact Center enables unified omni-channel (i.e. over voice, instant messaging, email, SMS and social media) interactions with your customers. Route all customer interactions to one or more teams, sites, or outsource partners with a single, global queue in the cloud to maximize your customers’ satisfaction.

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Convoso

We're a team of outbound call center experts who share a common goal of helping our customers generate and convert more leads faster using the latest innovations in cloud-based omnichannel contact center software.

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Observe.AI

Gain insights from 100% of customer interactions, maximize frontline team performance, and accelerate outcomes based on the industry-first contact center LLM. Built on a 40 billion parameter contact center LLM, Observe.AI uncovers insights from all your customer interactions, empowers your team to take the smartest actions in the moment, and automates workflows so you can spread the success across your business. Immediately.

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CommPeak

CommPeak makes cloud-based business communication easier and more affordable, empowering people with superior quality products. Our modularly available solutions enable companies to create highly customized solutions based on their unique business models.

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Cloudcall

Turn conversation into actionable insight. Hey there. We’re the intelligent phone system that integrates calls and chats directly into your CRM.

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Ameyo Omni

Omnichannel Contact Center Software to drive contextual, continuous and convenient interactions

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LeadsRain

Set up your Outbound Marketing Campaign with the utmost ease. Spend more time in Conversation than Campaign Creation. Elevate Rainmaker's Productivity with Predictive Dialer Software. Energize Your SDR's Closing Ratio with State-of-the-art Dialer. Effortlessly Set-up Remote Contact Centre with Web-based Dialer. Empower Mobility of Your Team with Cloud-based Dialing Solution. Multiply Your CX with the Contemporary Contact Centre Solution. Uplift your Consumer Reach with the Non-intrusive Communication. Engage Audience with Wider Reach and Interactive Voice Response. Catch up Larger Audience, Higher Reach and Readability with SMS.

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NetFortris Contact Center

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ULTATEL Cloud Contact Center

Cloud contact centers provide your business with a streamlined and comprehensive communications solution that allows you to communicate and engage with your customers, no matter what platform they choose. You’ll improve the customer experience, serve your customers better, and guarantee continued growth.

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Cognigy.AI Platform

Enterprise-grade Contact Center AI platform for customer service transformation. With Cognigy.AI, build and deliver outstanding service experiences with cutting-edge AI Agents powered by Generative and Conversational AI. From conversational IVR and self-service to agent assist and RPA, our AI Agents tackle the complete spectrum of contact center automation use cases. Built for unlimited flexibility, interoperability, and ease of use, Cognigy.AI helps you deliver excellent conversational experiences and achieve better efficiency across systems.

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Level AI

Level AI enhances call center operations with real-time insights, accurate transcription, and actionable feedback. Users value its advanced AI for call analysis, ease of integration, and detailed analytics. Though praised for its intuitive design, there are concerns about analytics accuracy, customer support, system glitches, and limited customization options.

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Balto

Balto offers real-time guidance for contact centers, providing immediate feedback during customer interactions to improve communication and decision-making processes.

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FreJun

Eliminate manual dialing and make more calls with click to call and autodial.All the calls are recorded and logged automatically which you can use for future reference and training.Improve call pickups with the help of Truecaller on your FreJun virtual number. Avoid being listed as spam and establish trust.Use FreJun’s analytics to track your team’s performance and find which part of your process is working and which can be improved.No more switching between multiple apps! Integrate FreJun with your existing workflow tool, and get all your call data organized in one place.

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Operata

Operata provides valuable features for workforce optimization and real-time analytics, offering insights into performance metrics and customer interactions. Users appreciate its straightforward integration and detailed reporting. However, improvements could be made in customizing alerts and enhancing data visualization capabilities.

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