Contact center infrastructure software provides the functions necessary for running call and contact centers. Call centers are used to drive efficiency with customers and prospect phone communication in businesses that rely on phone communications. The software can facilitate both inbound and outbound communication between company departments and customers or prospects, while allowing managers to maintain visibility over call center activity. Contact center infrastructure is commonly used by support teams to man a help line or sales teams to handle prospecting. Contact center infrastructure products frequently integrate with CRM applications. Furthermore, select features of contact center infrastructure products are shared with VoIP products.
To qualify for inclusion in the Contact Center Infrastructure category, a product must:
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PureConnect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise, PureConnect lets you replace multiple point solutions with a single platform that supports empowered employees and loyal customers. Do more with less An all-in-one multichannel platform enables you to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership. Speed time to value A single set of broad and deep applications allows you to rapidly deploy and turn on new applications and services when you’re ready— new functionality is built right into existing interfaces. Maximize flexibility and protect investments An open, standards-based architecture gives you the flexibility to tailor applications to meet your unique business requirements. You also protect investments by integrating PureConnect with any existing application. Reduce risk The market-leading PureConnect platform reduces your business risk. For cloud customers, you can minimize risk with your own instance of the application, have the option to keep voice traffic and recordings on your network, and control the timing of updates.
PureCloud is the next generation, all-in-one cloud contact center solution that helps you manage multichannel customer interactions as one single conversation. Give the heroes that run your contact center one easy-to-use tool to manage all communications - phone, chat, email, social and more. Manage the customer experience as a single conversation with a seamless dialogue.
Genesys PureEngage is the only true omnichannel customer engagement suite for global businesses to deliver competitively superior experiences. PureEngage provides real-time contextual journeys, world-class intelligent routing, and digital transformation at any scale. Large, multi-site, multinational organizations gain a global view and control of their brand. Available both on-premises and in the cloud. PureEngage supports extensive customizability through open APIs and web standards.
Talkdesk is a next-generation, cloud-based contact center software that helps deliver delightful customer experiences. Unlike legacy systems, Talkdesk can be quickly and easily deployed without phones or hardware. Talkdesk’s web-based interface provides robust, enterprise-level contact center functionality with advanced features, comprehensive reporting and seamless out-of-the-box integrations with 25+ business tools, including Salesforce, Zendesk, Desk.com and Slack. Talkdesk empowers contact center managers to make data-driven decisions based on comprehensive information and contact center agents to have personalized, effective conversations with customers.
3CX Phone System is a software-based PBX which runs on Microsoft Windows and replaces a proprietary hardware PBX. 3CX Phone System has been developed specifically for Microsoft Windows and is based on the SIP standard, making it easier to manage and allowing you to use any SIP phone (software or hardware).
NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognized as a market leader by Gartner, Ovum, IDC, Frost & Sullivan, DMG, and Ventana. www.niceincontact.com
Aircall is the cloud-based phone system of choice for modern brands. By seamlessly integrating with the most popular CRM and Helpdesk tools, we help sales and support teams with 3+ users communicate clearly and efficiently. Admins can instantly add numbers from 100+ countries, scale their teams according to seasonality, and gain deep insights through real-time analytics. Accessible by desktop and mobile app, Aircall is trusted by over 3000 companies worldwide. Start a risk-free trial to see Aircall in action.
Available as a cloud or on-premise solution, award-winning Aspect® Workforce Management™ software helps you accurately and easily forecast staffing requirements across all customer-facing inbound, outbound and back office resources. As part of our comprehensive workforce optimization suite, Aspect Workforce Management delivers dynamically blended staffing forecasts and scheduling of voice, multi-session chat, email, social media and other interactions channels. Users can also run powerful "what-if" scenarios to show staffing levels in differing business conditions.
Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. For more information visit www.five9.com.
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.
Dixa is a customer service software solution that allows agents to deliver personal support across phone, email, chat & messenger. With no installation or maintenance required, users can access the platform from a browser and deliver support to customers on the channel of their choice. Flexible pricing and global scalability allows you to only pay for what you need and scale up or down without additional costs or effort. Dixa makes it possible to know your customers the second they reach, regardless of channel. By displaying customer conversation history and order history instantly, your team will have the information they need to solve customer inquiries faster and with less effort. All conversations types (phone, email, chat & messenger) are placed into queues and automatically routed to the appropriate agents while conversation data is translated into real-time analytics. Dixa features include: VoIP, IVR, callback, click-to-call, call recording, automations, quick responses, customizable chat widgets, real-time and historical reporting and advanced routing. Dixa’s user friendly interface and easy setup was made to enhance the agent experience and allow teams to focus on the customer and not the software. Built for inbound call centers, multichannel contact centers and small businesses across the world, Dixa provides agents with the tools to deliver exceptional customer service resulting in happier customers and a growing business.
RingDNA is the leading end-to-end sales engagement platform that combines enterprise-grade telephony with conversation intelligence for teams using Salesforce. RingDNA helps teams engage with prospects and customers in the right way, at the right time, with the right context. Sales, support, and customer success teams use ringDNA to dramatically increase productivity, engage in smarter conversations, gain predictive insights, and coach reps to success faster than ever before. RingDNA’s many amazing customers include Hewlett Packard Enterprise, Lyft, Twilio, and SAP Concur.
KOOKOO Cloudagent offers a cloud contact center for inbound, outbound and blended communications. Key features of the application include multi-channel ACD that covers voice, email, SMS, and social media, as well as IVR, an outbound dialer and quality monitoring tools for supervisors. The ACD comes with skill based routing and intelligent universal queue. KOOKOO Cloudagent also offers a CTI (computer telephony integration) system with screen pops for complete contact information including context of the call and caller history. This can be integrated with your CRM and other 3rd party applications. Real-time call recording and an interaction analysis of historical calls, along with integrated scoring, reports and graphs, give supervisors greater insight into the performance of their agents. KOOKOO Cloudagent has the best in class integration with Salesforce, Zendesk, Zoho and other CRMs. You can deploy KOOKOO Cloudagent on top of your Twilio infrastructure too.
Connect First is an award-winning SaaS telecommunications and cloud contact center software provider that focuses on customer satisfaction and elegant hosted solutions. Connect First offers a robust platform, designed and supported by a team of highly experienced engineers, designers and business analysts, and backed with personalized in-house customer care. Call center solutions include call tracking, interactive voice response, outbound auto dialers, and more. Connect First is moderately priced, has no hidden fees, has the industry’s highest uptime, no per port cost and 97% retention rate (which means the customer support is incredible).
Improve your customer service and fulfill customer expectations with help from our business contact center solutions for communications management. Give your customers the speedy, reliable, and consistent customer service delivered through multiple contact channels that they demand.
Telax offers an industry-leading Contact Center as a Service (CCaaS) solution to businesses of all sizes, combining robust omnichannel capabilities with carrier-grade reliability, plus world-class deployment and support services. Whether you’re a small or medium business looking to upgrade your legacy call center platform, or a larger organization running omnichannel customer contact operations across multiple sites, the versatility of the Telax solution can help you deliver a better customer experience – without breaking the bank! Reach out today to learn more. Visit https://telax.com or call 1.888.808.3529!
Bright Pattern provides the most simple and powerful contact center for midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform that can be deployed quickly and nimbly by business users. Bright Pattern allows companies to offer an effortless, personal, and seamless customer experience across traditional channels like voice, text, chat, email, video, messengers, and bots. The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.
Hosted VoIP Business Phone Service and More… 8x8 business VoIP helps you serve your customers better with mobile, flexible solutions that help you do business anywhere, anytime. From hosted VoIP business phone service and cloud-based call center software to unified communications, our services are easy to use, incredibly advanced and less expensive than traditional solutions. Ranked #1 hosted VoIP provider. Proven. Reliable. Secure.
CallTrackingMetrics’s award-winning call tracking and automation platform provides thousands of businesses the tools they need to track, manage and optimize phone calls to increase conversions and scale for growth, worldwide. From understanding which advertising campaigns are driving phone calls to advanced routing and call management, we arm businesses with the tools to transform communication into powerful intelligence. Integrations with systems like Google, Salesforce, Facebook, and Shopify ensure that call conversions are seamlessly integrated into existing sales and marketing processes. Businesses around the globe rely on CallTrackingMetrics to connect millions of calls each month. CallTrackingMetrics has also been recognized in Inc. Magazine's 5000™ list of fastest-growing private companies, and as a leader on G2 Crowd for inbound call tracking software.
RingCentral Contact Center is an omnichannel solution that lets customers choose their preferred method of communicating with your company, including voice, chat, social media, SMS, email, and more. Intelligent IVR and self-service options—tightly integrated with smart routing functionality—help customers connect more quickly to the agent who can best handle their needs. Industry-leading tools help you optimize staff scheduling, improve call-center efficiencies, survey customers, and more. Plus, RingCentral Contact Center works seamlessly with Salesforce® and other popular CRM platforms.
Freshcaller is a cloud PBX system using which you can purchase local and toll-free phone numbers in 40+ countries. You can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows you to provide a detailed set of options to your callers. The call queues in Freshcaller are powerful and enable you to make smart escalations based on your agent availability as well as business hour setting. Businesses can choose to record all their phone conversations. Call Monitoring & Barging allows supervisors to listen and speak to customers real-time. Your team will always engage in contextual conversations with your callers. Freshcaller allows you to forward your incoming calls to your mobile while you are on the move. Freshcaller is the ideal call center for startups and small teams.
Aspect Unified IP Contact Center brings all contact options together in one place, on one platform, so agents can keep talking, typing and conversing. Aspect Unified IP Contact Center simplifies and flexibly manages omni-channel interactions across voice, email, chat, SMS, IM and social. It offers multi-session contact handling and tight integration with industry leading CRM applications, helping you manage and deliver differentiated customer experiences that make your company easier to do business with.
DialSource is an enterprise sales acceleration engine and voice communications platform. Sales and service teams use DialSource to dramatically increase productivity, engage in smarter sales conversations, gain predictive insights and coach reps to success faster than ever before. The company's powerful and easy-to-use native application is consistently cited as the top solution for teams using Salesforce or Microsoft Dynamics CRM. Our native architecture preserves data integrity across the cloud, never storing credentials or extracting sensitive information out of Salesforce or Microsoft's secure ecosystems. We are an engineering firm at our core. We build technology solutions that unlock intelligence, boost efficiency, maintain security across CRM and humanize the customer experience. We are problem-solvers, focused on building software & telephony capabilities that improve enterprise communications and accelerate sales.
Ring.io is a dialer platform for Salesforce and Zoho CRM that makes sales teams more productive. With click-to-call & power dialing modes, Ringio enables your sales team to spend less time tracking activity and more time selling. Call recording and analytics helps sales leaders identify best practices of high-performers to spread throughout the sales team. A simple interactive voice response (IVR) function lets you customize your call routing and answering for a rich customer experience.
UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. The UJET platform delights end-users with smartphone functionality built into support channels and elevates agent performance by reducing steps in the workflow and providing deeper context about the end user. The UJET platform is enterprise grade, SOC2 Type II and HIPAA compliant. UJET is trusted by customer-centric enterprises, including Nest, Barkbox, Atom Tickets, Blink, and August to streamline and automate contact center operations and provide superior experiences that drive higher customer satisfaction. For more information, visit www.getujet.com.
X5 Cloud Contact Center is built to power inbound and outbound communication for contact centers, marketing and sales teams. This flexible solution is cloud-based, requiring agents to only have a computer, headset and internet connection. Scale from 20 to 1,000+ agents within minutes and select from an advanced feature set that supports your business needs. Supercharge your Cloud Contact Center with a family of built-in apps ready for use.
FONERACH is an all-in-one, browser-based call center software for sales, support and marketing teams. We provide enterprise call centre and PBX features; Integrations with business tools like Salesforce, Zendesk, SugarCRM and many others; real-time reporting; historical reporting; call recording; affordable call cost and a built-in CRM and ticketing solution.
CallMiner Eureka is a SaaS-based, customer engagement and speech analytics platform that leverages AI and machine learning to capture, transcribe and reveal insight from 100% of your customer interactions. The CallMiner Eureka platform transforms the Voice of Your Customers and Agents into operational intelligence at scale. Customer Engagement Analytics delivers dialog and sentiment visibility, agent performance management and PCI-supported sensitive data redaction to enable secure sharing throughout the organization. Through automated scoring with sentiment analysis and sensitive data redaction creates awareness at scale with evidence to more effectively drive customer experience, contact center optimization, sales effectiveness and risk mitigation performance. The Eureka speech-to-text engine combines deep neural networks and machine learning to achieve extraordinary levels of transcription accuracy with sentiment analysis. An automated categorization engine merges keyword and phrase identification with word tempo, silence, agitation and topic mapping to generate insight with predictive value for uniquely informed insight-to-action. Qualitative data from your contact center is a vast resource for understanding your most impactful bottom-line issues. The challenge is converting vast volumes of audio and text based data into actionable insight. Engagement Analytics accomplishes this task by: • Converting audio with language patterns, acoustics and timing into categorized results for focus • Identifying customer AND agent dialog with sentiment to pinpoint optimization opportunities • Delivering targeted audio and transcriptions to encourage action with data-driven confidence Eureka Engagement Analytics offers a suite of applications that deliver customer experience, contact center and compliance intelligence at scale from every call. A modular cloud-based platform makes it easy to securely discover and share insight, integrate with existing systems and drive action from awareness. Eureka products span real-time and post-call analytics. Graphical user interfaces with role-based dashboards tune analytics for analysts, managers and agents. Standards-based APIs facilitate integration with corporate systems.
Altitude Xperience business package offers a cost effective, flexible and reliable solution for each business need. Delivered On Premise or Cloud. Altitude has a 25-year track record of industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. Altitude Software has 12 offices in four continents, a 160-strong partner network, and is ISO 9001 certified for its worldwide customer support.
Clarity Connect is a full-featured contact center native to Skype for Business. This means Clarity Connect adds missing functionality without duplicating or complicating the infrastructure or call control. Clarity Connect steps in and adds the required intelligence to conversations, regardless of modality, to deliver the best customer experience on the market. Intelligent IVR, skills based routing, real-time metrics, historical reports, and make up this first-of-its-kind approach to a contact center for a true collaboration platform.
CloudCall is a leading software and telecommunications solution which helps business enhance their communications. By integrating phone communications directly into your CRM, CloudCall is able to optimize your business’s relationships with its candidates and clients, while maximizing the power of the CRM system. Call functionality and data is easily accessible from one system - offering you greater business visibility, helping to increase productivity and reduce manual errors. www.cloudcall.com email@example.com Boston, MA & Leicester, UK
Convoso’s #1 all-in-one contact center platform generates and converts leads faster using multiple communication channels. The cloud-based solution offers multiple dialing modes (predictive/power/preview) along with two-way texting, voice broadcasting, outbound emailing, ringless voicemail drops, and Dynamic IVR to pre-qualify leads automatically. As a cloud-based solution, Convoso’s Contact Center solution is accessible over the internet through servers maintained by Convoso. This eliminates any hardware or software investment for users and minimizes training downtime, while being able to support users based in different locations. The solution supports customer-centric industries, including insurance, travel, debt settlement, education and more. It helps users increase call volume, sell products or services, conduct market research and qualify sales leads faster. The solution helps users cut down on phone bills while improving staff productivity with call forwarding, conferencing and call transfer. The predictive dialer helps users predict agent availability and maintain the pace necessary to ensure maximum call volume. The Conversation AI assistant automates customer flows so that maximum customer queries are solved through automated and human-like responses and the rest of the queries are routed to the appropriate agent. Convoso’s mission is to maximize productivity and minimize hassle by housing your enterprise’s inbound and outbound call/contact center operations and processes in one intuitive end-to-end platform. Convoso houses a suite of communication applications that are aimed at making the customer experience as efficient as possible. Convoso's automation capabilities makes life easier for admins by allowing agents to focus on what really matters: customers.
Your contact center is the lifeblood of your enterprise, so anything that you can do to improve agent results and customer experience is a major win for your business. In today’s highly competitive environment, if you’re not leveraging technologies like omni-channel, workforce management, rich integration with your business applications, and advanced business intelligence you’re falling behind. Evolve IP’s Gartner-recognized contact center provides all of the features you need to run a world-class omnichannel contact center. We integrate with the applications you already use, which makes deployment simple. Plus we build custom solutions that make your team more effective. Visit our website for more information: https://www.evolveip.net/cloud-call-centers
JustCall is a cloud phone system that integrates with your CRM or Helpdesk tool. You can make and receive calls directly from your CRM dashboard using click to call. Also, it automatically logs: -Outgoing calls -Incoming calls -Missed Calls with call back link -Voicemail recordings with call back link -Text messages With JustCall, you can distribute your incoming calls to your team members, your cell phone or landline. And, much more.
Toky is a full-featured Business Phone System that allows your customers and team to communicate seamlessly using the internet. With virtual phone numbers from around the world, make yourself available no matter where your company is based. Integrations with major CRM and other business tools not only will allow you to get in touch with your contacts with a single click, but also log details of every call you make. With an ample set of features including Call recordings, Voicemails, SMS, Speech to Text, and very affordable rates, be sure that your business’ communications needs will be taken care of.
Unleash the Power of Professional Conversations. Truly is the all-in-one enterprise voice platform bringing rep productivity, global telephony, and realtime conversation intelligence together with one tool. Organizations use Truly to clean up their voice stack. Get more conversations and cleaner data for your team while saving on cost. As the only inbound and outbound voice solution, Sales and IT leaders alike love using Truly. Truly works everywhere, captures all your call data, and maximizes conversation quality with minimal support required.
Enterprises across the world modernize their communications with employees and customers with 3CLogic’s Cloud Contact Center Platform. Built on Amazon Web Services (AWS), the solution provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Salesforce, Microsoft Dynamics and SugarCRM. With deployments on four continents and a growing base of Global 2000 clients, 3CLogic drives digital transformation by improving customer experience, organizational efficiency and reporting insights using dynamic IVR, CTI, AI, advanced analytics, and API-driven integrations. The solution also includes call-recording, dynamic scripting, text-to-speech, as well as customizable, consolidated dashboards, reporting and analytics. For enterprise customers migrating from an on-premise solution, 3CLogic offers unmatched flexibility, from a simple connector between existing legacy telephony and CRMs, to the choice between hybrid (ie: integration with Cisco, Avaya, etc.) and pure cloud deployment using its unique architecture hosted on Amazon Web Services (AWS). With 3CLogic, organizations improve contact rates, gain greater change control, enhance the efficiency of call center representatives (ie: Sales, Help Desk, Customer Support, HR, etc.), and improve administrative visibility into what drives successful customer engagements and outcomes.
Improving service agents' productivity, providing superior customer service, and keeping IT costs low are the key requirements for any call center. Oracle Contact On Demand is the only hosted multichannel support application that can be deployed in days without up-front capital expenditures or integration costs. Agents can work efficiently from anywhere in the world with 360-degree views into customer interactions and real-time business intelligence. Customers gain from rapid and personalized sales and service, while organizations can dramatically reduce costs and increase revenues.