Call Monitoring Software

Best Contact Center Software For Optimal Tech Stack

Rimlee Patgiri
December 13, 2023
12
 mins read

Last modified on

Imagine being in charge of a bustling contact center where the buzz of incoming calls and customer inquiries never seems to cease. You strive to meet customer expectations, boost agent performance, and ensure seamless communication across various channels. 

It's a complex task, isn't it? 

That's where the right contact center software can be a game-changer. 

In this blog, we're diving deep into the world of contact center solutions, focusing on the best cloud contact center software in 2023 that can transform your customer service operations, delight your customers, and drive your business toward success. 

So, stick with us as we explore the tech stack that can make your contact center shine.

Book a demo to explore Convin’s contact center software.

What Are The Best Contact Center Software In 2023?

Here's an overview of some of the best contact center software options in 2023, including their pros, cons, key features, and pricing information:

Please note: The pricing for these contact center software solutions can vary based on factors like the number of users, features required, and business size. It's advisable to contact the respective providers for accurate and up-to-date pricing information tailored to your specific needs.

1. Salesforce Service Cloud

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Salesforce Service Cloud is a customer service and support platform that helps businesses manage customer inquiries, support requests, and interactions

It offers tools for case management, knowledge base creation, and omnichannel support, enabling organizations to deliver excellent customer service.

Pros:

  • Highly customizable and scalable.
  • Extensive integration options with Salesforce CRM.
  • AI-powered automation for case routing and chatbots.

Cons:

  • Pricing can be on the higher side for smaller businesses.
  • Complexity may require some training for users.

Key Features:

  • Multi-channel support (phone, email, chat, social).
  • Knowledge base for self-service.
  • Case management and workflow automation.

Pricing: Salesforce Service Cloud pricing varies based on user licenses and features. It starts at around $25 per user per month and can go higher for advanced plans.

2. Convin

Convin.ai is a collaboration and communication platform designed for remote teams. It facilitates team discussions, document sharing, and knowledge management to improve productivity and streamline remote work.

Pros:

  • AI-driven conversation analytics for insights.
  • Real-time coaching and feedback for agents.
  • Integrates with popular CRMs and communication tools.

Cons:

  • May not be suitable for businesses without a significant call volume.
  • Pricing can vary. Request for a quote here.

Key Features:

  • Real-time agent assist. 
  • Automated coaching
  • Automated quality assurance
  • Call recording and transcription
  • Sentiment analysis
  • Conversation tagging and reporting
  • Comprehensive knowledge base and reports
  • Flexible integrations

Pricing: $50 per month.

Get in touch with us for Convin’s pricing details.

3. Talkdesk

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Talkdesk is a cloud-based customer service software that enables businesses to set up and manage their customer service and support operations. 

It provides features such as call routing, interactive voice response (IVR), and analytics to optimize customer interactions.

Pros:

  • User-friendly interface.
  • Extensive integrations and app ecosystem.
  • AI-powered virtual assistant.

Cons:

  • Advanced features can be costly.
  • Customization may require technical expertise.

Key Features:

  • Omnichannel support.
  • Real-time analytics and reporting.
  • Agent coaching and quality management.

Pricing: Talkdesk offers various pricing plans. Contact them for detailed pricing information.

4. Aircall

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Aircall is a cloud-based phone system designed for modern businesses. It offers features like call routing, call recording, and integrations with other business tools to enhance communication and customer service.

Pros:

  • Quick setup and user-friendly.
  • Integrates with popular business tools.
  • Real-time analytics and call monitoring.

Cons:

  • Some advanced features are only available in higher-tier plans.
  • Limited CRM capabilities compared to specialized CRM software.

Key Features:

  • Voicemail and call forwarding.
  • Call routing and IVR.
  • Customizable call flows.

Pricing: Aircall offers different pricing tiers starting at around $30 per user per month.

5. Genesys Cloud Cx

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Genesys Cloud Cx is a customer experience platform that combines contact center system capabilities with digital channels and AI-powered automation

It helps organizations deliver personalized and efficient customer experiences across multiple channels.

Pros:

  • Scalable and suitable for large enterprises.
  • Advanced AI and automation capabilities.
  • Comprehensive analytics and reporting.

Cons:

  • May be overwhelming for small businesses.
  • Higher pricing compared to some competitors.

Key Features:

  • Multichannel support.
  • Predictive engagement and routing.
  • Workforce optimization.

Pricing: Genesys Cloud CX pricing is tailored to individual business needs, so contact them for a quote.

Provide a seamless CX experience. Start here. 

6. Amazon Connect

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Amazon Connect is a cloud-based contact center service offered by Amazon Web Services (AWS). 

It provides businesses with the tools to set up and run customer contact centers in a flexible and cost-effective manner.

Pros:

  • Fully cloud-based and scalable.
  • Integration with other AWS services.
  • Pay-as-you-go pricing model.

Cons:

  • May require technical expertise for setup.
  • Additional costs for AWS services may apply.

Key Features:

  • IVR and chatbots.
  • Call recording and transcription.
  • Real-time analytics.

Pricing: Amazon Connect operates on a pay-as-you-go pricing model, with charges based on usage. Costs can vary widely depending on call volume and usage.

7. Observe ai

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Observe is a contact center platform that helps organizations monitor and analyze customer interactions and feedback across various channels. 

It aims to provide insights to improve customer experience and drive business growth.

Pros:

  • Advanced AI-driven analytics and insights.
  • Real-time monitoring and coaching for agents.
  • Integrations with popular CRMs and communication tools.

Cons:

  • Pricing information is not readily available on their website.
  • May have a learning curve for users.

Key Features:

  • Conversation analytics and sentiment analysis.
  • Call recording and transcription.
  • Performance dashboards.

Pricing: Contact Observe for pricing details.

8. Sprinklr Service

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Sprinklr Service is part of the Sprinklr platform, which offers social media management and customer experience solutions. It focuses on delivering excellent customer service through social media channels and other digital touchpoints.

Pros:

  • Comprehensive customer service and engagement platform.
  • Extensive social media integration.
  • AI-powered chatbots and automation.

Cons:

  • May be more suitable for larger enterprises.
  • Pricing can be on the higher side.

Key Features:

  • Social media management and engagement.
  • Omnichannel support.
  • AI-driven automation and chatbots.

Pricing: Sprinklr Service offers customized pricing based on business needs. Contact them for a quote.

9. Five9

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Five9 is a cloud-based contact center software that helps businesses manage inbound and outbound customer interactions. It offers features like predictive dialing, workforce management, and analytics to optimize call center operations.

Pros:

  • Scalable and suitable for various business sizes.
  • Advanced features for contact center management.
  • Integration with popular CRMs.

Cons:

  • Pricing information is not readily available on their website.
  • Some advanced features may require additional costs.

Key Features:

  • Omnichannel support.
  • Predictive dialing and workforce optimization.
  • Real-time reporting and analytics.

Pricing: Contact Five9 for pricing details.

10. Callrail

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Callrail is a call tracking and analytics platform that allows businesses to measure the effectiveness of their marketing campaigns by tracking phone calls. 

It provides insights into call source, call duration, and caller demographics to help businesses make data-driven decisions.

Pros:

  • Designed for call tracking and analytics.
  • Suitable for marketing and sales teams.
  • Integration with CRM and analytics tools.

Cons:

  • Limited in-depth contact center features.
  • May not be a full-fledged contact center solution.

Key Features:

  • Call tracking and recording.
  • Lead attribution and analytics.
  • Integrations with marketing tools.

Pricing: Callrail offers various pricing plans based on usage, starting at around $45 per month.

What Is Call Center Software?

Call center software is the digital backbone of your customer service operations. It's the technological wizardry that empowers your contact center to manage customer interactions efficiently, improve agent performance, and deliver top-notch customer experiences

This software comes packed with a plethora of features designed to handle a wide range of tasks, from handling incoming and outgoing calls to managing customer data, tracking performance metrics, and even integrating with other business systems. 

Essentially, it's the lifeline that keeps your contact center running smoothly and elevates the quality of your customer service.

Now that you have a basic understanding of what call center software is, let's delve deeper into the specifics and explore the best options available for your contact center in 2023.

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What Does Contact Center Software Do?

Contact center software is a dynamic tool that revolutionizes customer service operations. 

Here, we delve into seven essential functions and capabilities that make it an invaluable asset for contact center leaders and call center managers, providing an in-depth look at how each aspect enhances customer service:

Functions of the best contact center softwares

1. Customer Data Management

At its core, contact center software efficiently stores and organizes customer data. This empowers agents with quick access to relevant customer information during interactions, paving the way for tailored service.

Customer data management is the foundation for personalized interactions. It equips agents with insights into each customer's history and preferences, fostering more meaningful conversations and stronger customer relationships.

2. Performance Metrics

Robust performance tracking and reporting are at the heart of contact center software. It monitors key performance indicators such as call duration, response times, and customer satisfaction scores, enabling continuous improvement.

Performance metrics provide a wealth of insights into agent productivity and contact center health. These insights empower informed decisions, driving optimizations that elevate service quality.

3. Integration

Integration in outbound call center software
Integration in outbound call center software

Seamless integration with other business systems, such as CRM software, ensures data flows effortlessly between departments. This interconnectedness fosters a consistent customer experience by maintaining uniform information across touchpoints.

Integration dismantles data silos, enabling sales, marketing, and support teams to collaborate effectively. When agents possess up-to-date customer information, they can offer context-aware assistance, enhancing overall service quality.

4. Interactive Voice Response (IVR)

IVR systems automate call routing and offer self-service options to customers before connecting them to an agent. This feature streamlines processes reduces wait times, and enhances customer satisfaction.

IVR systems empower customers with self-service capabilities for common queries, saving time and enabling agents to focus on more complex issues, ultimately improving the overall customer experience.

5. Omnichannel Support

Contact center software ensures consistent customer experiences across all communication channels. This standardization strengthens brand identity and simplifies client interactions.

An omnichannel approach guarantees uniform service quality regardless of the communication channel. It's a hallmark of modern customer service excellence, providing a seamless and cohesive experience for customers.

6. Artificial Intelligence (AI)

Many contact center solutions incorporate AI-driven features like chatbots and sentiment analysis. These tools automate tasks, assist agents, and provide valuable insights into customer emotions.

AI-powered chatbots handle routine inquiries, freeing up agents for more complex cases. Sentiment analysis tools equip agents with the ability to gauge customer emotions, enabling empathetic responses and issue resolution.

Upgrade Your Business With Convin Contact Center Software

Convin stands out as a versatile and powerful solution designed to help businesses thrive in 2023 and beyond. With advanced conversation analytics, real-time coaching, and seamless integration capabilities, Convin empowers your contact center to deliver exceptional customer experiences. 

It's not just about managing interactions; it's about harnessing the power of data and insights to elevate your service quality, boost agent performance in real-time, and gain a competitive edge. Whether you're a small startup or a large enterprise, Convin's customized solutions can cater to your unique needs, making it a valuable ally in your journey to provide outstanding customer support. 

Upgrade your business, exceed customer expectations, and stay ahead of the curve with Convin as your trusted contact center software partner. Get in touch with us today!

Frequently Asked Questions

1. What software is used in BPO and what is popular call center software?

BPOs typically use a range of contact center software, and popular options include Salesforce Service Cloud, Talkdesk, Aircall, Genesys Cloud CX, and Amazon Connect.

2. What systems do most call centers use?

Most call centers utilize a combination of CRM (Customer Relationship Management) software, contact center software (e.g., Talkdesk, Five9), and communication tools (e.g., Aircall) to manage client interactions efficiently.

3. What is the best contact center software for small business?

Contact center software options suitable for small businesses include Aircall, Talkdesk, and Callrail, which offer scalability and user-friendly interfaces.

4. Which is the best call center software in India and USA?

Popular call center software options include Convin, Ameyo, VICIdial, Exotel, Salesforce Service Cloud, Convin, Talkdesk, and Genesys Cloud CX are among the top choices for call center solutions.

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