Best Contact Center Infrastructure Software

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:

  • Distribute incoming calls or manage phone number assignment for outbound centers
  • Provide the infrastructure for call management, placement, and monitoring
  • Enable managers to track and monitor calls
  • Include the following features: automatic call distributor, universal communications, interactive voice response, universal queue management, and/or computer-telephony integrations.

Contact Center Infrastructure Software Grid® Overview

The best Contact Center Infrastructure Software products are determined by customer satisfaction (based on user reviews) and scale (based on market share, vendor size, and social impact) and placed into four categories on the Grid®:
G2 Crowd Grid® for Contact Center Infrastructure
High Performers
Nice incontact
Sap contact center
Google voice
Aspect unified ip
Avaya aura
8x8 cloud contact center
Genesys purecloud
Cisco unified contact center
3cx phone system
Amazon connect
Aspect workforce management
Genesys pureconnect
Genesys pureengage
Zultys mxie
Market Presence
Linked in no background

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