Today, customers have several options to reach the support team (live chat, social media, email, etc.). However, most of customers prefer phone calls to reach the support team even in today’s digital world.
While the phone is a great way to help customers, it can be challenging for growing companies, especially if they don’t have the right contact center software.
An effective contact center software empowers you to offer the best possible customer service. It lets you provide self-service options, share custom messages, distribute calls automatically, and route the customer to the right department.
The best call center software even integrates with your daily apps, enabling you to streamline workflows and execute an omnichannel customer support strategy.
However, with hundreds of contact center software out there, choosing the right one can be challenging. To make things easier for you, we’ve handpicked the eight best call center software in 2021.
Whether you’re a startup or a large enterprise, this article will help you find the right software for your needs. Let’s get started!
8 Best Contact Center Software for Support and Sales Teams
1 ) Genesys
Genesys is an all-in-one cloud contact center software that lets you manage business calls, emails, chat, social media, messaging, self-service options, and optimize the workforce via analytics.
Plus, it converts calls, emails, chats, social comments, and instant messages into a seamless conversation, enabling you to personalize the customer service.
Its artificial intelligence-powered resource management feature helps you forecast and schedule the workforce to better meet the surge in call volumes. In addition, its quality assurance and monitoring functionality help you measure productivity in your contact center, thus improving agent performance and helps you meet customers’ expectations.
- Interactive voice response (IVR)
- Automatic call distribution (ACD)
- Digital channels support (live chat, email, messaging, and social)
- Voicebots and chatbots
- Customer self-service
- Automated routing
- Employee performance management
Starts from $75 per month.
2 ) CallHippo
If you’re looking for powerful contact center software at a pocket-friendly price, look no further than CallHippo’s business phone system.
Trusted by more than 5000+ global brands, CallHippo enables you to set up your call center or contact center in less than three minutes. You can buy local and toll-free numbers from more than 50+ countries. This helps you build trust with native customers and encourage engagement.
Whether you want to manage inbound & outbound calls or internal calls (via conferencing), CallHippo has a solution for you. Its power dialer feature allows you to automate the dialing process, thereby increasing your sales team’s productivity. It also has a global connect option that provides you the best time to call your customers in different countries.
- Power dialer
- Smart switch
- Global connect
- Smart call forwarding
- Call transfer
- Call conference
- Call queuing
- Call recording
- Call barging
- On-hold music
- Integrates with more than 85+ apps
Starts from $15 per month.
3 ) Fuze
Fuze is yet another great contact center software that helps provide a great customer experience with powerful call routing & queuing, intuitive agent access, and robust integrations with other business applications.
It provides your agents with complete visibility and control into their queues, enabling them to effectively solve the tickets. Plus, managers can view real-time queue and agent status and ensure a faster ticket resolution rate.
Moreover, it guarantees 99.999% uptime reliability on all its plans to ensure undisrupted customer service all the time.
- Unlimited internal and incoming calls
- Call forwarding and transfer
- 1:1 video calling
- 1:1 screen sharing
- Presence management
- Calendar integrations
- 1:1 & team messaging
- Enterprise APIs and security
- Detailed analytics
- Video conferencing (up to 1,000 participants)
Starts from $15 per user per month. However, its contact center license should be bought as an add-on. It provides features like call queues, real-time queue & personal statistics, and manage agent status.
4 ) Playvox
Used by top brands like Nike, Fiverr, EA Sports, and Wish, Playvox is a quality assurance software for contact centers. It helps optimize agent efficiency at each stage and acts as a centralized hub for performance management.
You can view real-time KPIs by agents or create custom reports to identify loopholes in the system and improve your teams’ performance. Its quality assurance system allows you to automate and improve the QA process for chat, support tickets, and text-based interactions.
It also has a learning management system that helps you improve your agents’ efficiency and empower them to provide the best possible customer service.
- Quality assurance
- Learning management system
- Performance management and KPI tracking
- Customer feedback system
- Real-time coaching
- Schedule management and forecasting
It offers flexible pricing as per your requirements. Thus, you’ll need to request a quote to get custom plans.
5 ) Twilio
Twilio is yet another all-in-one contact center software that allows you to interact with customers on channels of their choice (text messages, emails, phone calls, and video). It also offers intelligent chatbots to handle common queries.
By bringing all your customer communications in one place, your team will be able to offer personalized service to every customer. You can automate routine tasks using Twilio’s AI, such as qualifying sales leads, scheduling appointments, rule-based call routing, and auto-respond using SMS, voice, chat, and WhatsApp from one platform.
Its analytics dashboard gives agents complete visibility into their performance. Managers can also monitor each representatives’ performance and provide coaching accordingly.
- Speech recognition
- Call tracking
- Embedded calling
- Global conferencing
- Masked calling
- Voice insights
- Dual-channel recording
- Recording transcriptions
- Warm transfers
You pay only for the features you use. This gives you more control over your spendings.
6 ) 3CX
3CX offers hosted PBX solutions to make business communications easier, irrespective of where your employees are located. It ensures you don’t miss any calls that too without ever leaving your CRM or work apps.
You will receive incoming call notifications even with the 3CX web app closed. It syncs with your other business apps, allowing you to manage all your communications without switching between tools.
3CX also allows you to share your screen and offer remote assistance to better address your customers’ needs.
- Unlimited extensions
- Screen sharing
- Call queues
- Call recording
- Live chat
- Facebook messaging
- CRM integration
- Microsoft 365 integration
It has a free version. The premium plan with advanced features starts from $12.08 per user per month.
7 ) Vonage
When it comes to incoming calls, you can connect them to the best available agent through skills-based routing or case-owner routing. Vonage helps your live agents find the best answers faster with artificial intelligence designed especially for contact centers.
Its AI also enhances the self-service experience by engaging callers in a natural language.
- Automatic call distribution
- Dialer capabilities
- Dynamic call routing
- Global call plan
- Contact center AI
- Dashboards and reporting
- Analytics integration
- Contact center coaching
- Screen recording
- Workforce management
Vonage offers a custom quote as per your requirements. You can request a quote.
8 ) Dialpad
The last one on our list, Dialpad, is used by leading brands like Uber, HubSpot, WeWork, and Stripe. Whether you offer inbound customer support or want to empower your sales team, Dialpad has a solution for you.
Its easy and intuitive desktop interface provides real-time assistance with AI-powered recommendations. This helps agents offer better solutions to customers while letting managers monitor sentiment and quickly identify trends.
- Call queue
- Call recording
- Quality management
- Call history
- Customer satisfaction survey
- Automatic call distributor
- Voice intelligence
Starts from $15 per user per month.
Modern customers expect the same service when reaching your support team, irrespective of the channel. However, it can be overwhelming for your team, especially if your software doesn’t communicate with each other.
The eight contact center software mentioned above allows you to provide omnichannel support or integrate with your other business systems.
Did we miss any of your favorite contact center software? Let us know in the comments section!