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October 17, 2024
You have probably already experienced talking with a call center or customer support team to address any issues or queries about a product. Have you noticed how fast the company takes action to give you a solution or route you to the right person in charge with relevant answers?
Contact Center Software has brought a vibrant addition to the seamless customer experience of this technology era. The companies support instant phone calls or live chat. Customers prefer to interact in the fastest and most convenient way possible to meet their product demand or satisfaction.
Most companies utilize the best contact center software to help route their customers with the right agent and optimize their experience. This software also allows companies to have a better omnichannel customer experience through the integration of different social channels.
Let’s learn about the 10 best contact center software, their features, reviews, pricing, and what factors you should consider when getting contact center software.
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The set of tools and apps that allow organizations to manage customer interactions across many channels, including phone calls, emails, live chat, social media, and SMS, is referred to as contact center software, also known as contact center solutions or call center software.
It enables companies to route customers to the appropriate agents, track interactions, and provide a seamless, omnichannel experience.
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Agents can handle all client contacts from a single, central platform with contact center software that has omnichannel features, ensuring a consistent customer experience across all channels. It also makes it simpler to retain context and continuity by guaranteeing that client discussions can be traced and followed up on, regardless of where they originated or moved to during the encounter.
Artificial intelligence (AI)-driven routing systems, which automatically match incoming calls to the best-qualified agent based on availability, language, skill set, and past customer interactions, are a common feature of sophisticated contact center software.
Chatbots and Interactive Voice Response (IVR) systems are examples of automation technologies that can also answer basic questions and carry out preliminary stages before referring more complicated problems to a human agent. This improves client satisfaction by guaranteeing prompt, precise replies and boosts agent productivity by decreasing manual labor.
Tracking key performance indicators (KPIs) such as average handling time, initial call resolution, customer happiness, and agent performance requires robust reporting and analytics services.
To improve the customer experience, contact center software assists companies in pinpointing areas for development, streamlining agent operations, and making data-driven choices.
Your contact center software should expand along with your business. Scalability is essential, particularly for companies with seasonal or variable customer service requirements. Software that can easily handle an expansion in agents, clients, and channels without causing a lot of interruption or expense could be what you're looking for.
Pay-per-use or pay-per-agent pricing methods are common on scalable platforms; these models guarantee that you only pay for the capacity you use and that you may still grow as needed.
Mevrik is a company that provides digital customer experience (DCX) solutions for small-to-medium businesses (SMBs) and enterprises. It offers a comprehensive suite of tools designed to enhance customer interactions across multiple communication channels, such as social media platforms (Messenger, Instagram DM, WhatsApp) and digital channels (Email, Video Chat, Co-browsing). Mevrik helps businesses streamline customer service, sales, and marketing operations by centralizing interactions in a unified inbox and automating workflows through AI-based features.
The chatbot can be programmed to answer frequently asked questions, guide users through product information, or help them complete simple tasks (like checking order statuses or booking appointments). This reduces the workload on human agents and provides customers with instant help, improving response times and enhancing the customer experience.
For instance, businesses can send personalized messages to customers based on their past interactions, purchase behavior, or preferences. This capability helps drive sales, improves customer retention, and strengthens the relationship between the brand and its audience.
‘I base my 4/5 stars on using Mevrik as one (1) brand. If you only have one brand, I think Mevrik is a great alternative for handling your customer experience.’-Markus Sjöholm
Rating: 4.3/5
Bitrix24 is an all-in-one business management platform that provides tools for collaboration, communication, project management, CRM, and more. It's designed to help businesses of all sizes manage a wide range of activities, from customer relationships to team collaboration, in a unified platform. Bitrix24 is available as both a cloud-based and on-premise solution, making it flexible for different business needs.
Customer Relationship Management (CRM): Bitrix24 includes a full-featured CRM system for managing customer interactions, sales pipelines, lead management, and deal tracking. It allows businesses to automate sales processes and track communication with clients.
‘Bitrix24 is the best CRM and online collaboration tool that helps employees connect and run their sales, marketing, and customer services. Before Dynamics CRM 365 our company was using Bitrix24. The dashboard has all the features that allow access to meetings and instant chat with internal employees. A very fast & user-friendly Interface that helps us to navigate every section of it without any complications’-Ahmed J, Customer Service Representative.
Rating: 4.1/5
Zendesk is a cloud-based customer service and support platform that helps businesses manage customer interactions across various channels such as email, phone, chat, social media, and more. It provides a comprehensive suite of tools for ticket management, customer engagement, and workflow automation, designed to improve customer satisfaction and streamline support operations. Zendesk is widely used by companies of all sizes, from startups to large enterprises, for its ease of use and scalability.
‘Zendesk helped us scale at rocket speed and allowed us to pilot this rocket, as most of the solutions provided by Zendesk are so easy to implement ourselves. We migrated all our customers from 50+ countries in a matter of days without the need for developers.’–Bharati Amarnani, Senior Director of Customer Support at Coda Payments
Rating: 4.3/5
Freshdesk is a cloud-based customer support software developed by Freshworks that helps businesses manage customer inquiries, support tickets, and interactions across multiple channels. It offers a unified platform for customer service teams to streamline communication, automate workflows, and enhance the overall customer experience. Freshdesk is designed to meet the needs of businesses of all sizes, from small startups to large enterprises.
‘One of the things I love most about Freshdesk is how it can automate very well, especially with the help of Freddy Copilot. It works on repetitive jobs smartly so that our customer service team can devote their time to more difficult matters. The platform has customization functionalities for workflow and the ability to integrate with other applications, hence making it very flexible for us, thus improving both effectiveness and customer satisfaction.’-Lakshmish S.Senior BA
Rating: 4.4/5
HubSpot is an all-in-one customer relationship management (CRM) platform that helps businesses manage marketing, sales, customer service, and operations. It offers tools to attract visitors, convert leads, and engage customers through a wide range of digital channels. HubSpot is known for its user-friendly interface, robust integration capabilities, and comprehensive suite of features designed to support inbound marketing and sales strategies.
‘A clear view of what tickets are a priority, so we can handle the big issues first while sprinkling in some smaller issues, has had a direct impact on our team’s results. In the tracking in Service Hub, we’ve seen a rise and normalization of customer engagement scores and a steady decrease over time in ticket volume. Overall we’re just operating at a higher level.’-Doug Dotts, Director of Services, Unific.
Rating: 4.4/5
Five9 is a cloud-based contact center solution that helps businesses manage customer interactions across multiple communication channels, including voice, email, chat, SMS, and social media. It provides a comprehensive set of tools for inbound and outbound call management, customer service, sales, and support, using AI and automation to improve efficiency. Five9 is particularly popular for its flexibility, scalability, and ability to integrate with other customer relationship management (CRM) systems like Salesforce.
‘Five9 stands out as a truly comprehensive, capable solution, set apart by their unique approach, exceptional teams, and deep understanding of contact center operations and customer needs.’-Sameer M, Vice President Operations and Information Technology.
Rating: 4/5
LiveAgent is customer support software designed to help businesses manage customer interactions across multiple channels, including email, live chat, phone, social media, and more. It provides a help desk solution with a unified inbox to handle all customer queries and support tickets efficiently. LiveAgent is used by businesses to improve customer service, streamline communication, and provide real-time support.
‘LiveAgent has changed the way our office handles support - for the better. It's given us the tools we need to triage, categorize, and prioritize tickets, tracking client requests to completion and ensuring they gain what they need. It also gives us the stats we need to analyze our work and level of service.
The interface is very visual, with color-coded statuses and tags. Management of tickets is very adaptable to the needs of our office.’- Jacob Wall
Rating: 4.5/5
Sprinklr is a customer experience management (CXM) platform that helps businesses manage their interactions with customers across multiple digital channels. It offers tools for social media management, customer care, marketing, advertising, research, and sales, all integrated into one platform. Sprinklr allows organizations to monitor, engage, and analyze customer conversations across various social media platforms, websites, messaging apps, and more.
‘The management team and customer service are outstanding. As they build their product, you can genuinely tell they want to succeed. The product is extremely flexible and able to meet the needs of a wide array of users on a social team - from designers, who can directly upload assets into a repository, to copywriters, who can upload a copy into the posts for approval, etc. Reporting is outstanding and covers all major needs of an enterprise social team.’-Daniel H.
Rating: 4.2/5
Zoho Desk is cloud-based customer service and helpdesk software that helps businesses manage and resolve customer support requests efficiently. It is part of the Zoho ecosystem and offers a range of tools designed to improve customer support through ticket management, automation, and multi-channel communication.
‘Zoho Desk has replaced the mode of interactions from emails, phone calls, chats, and social media platforms with one single platform. It makes the experience of raising support requests by your customers very easy and supports about 9 international languages.’- Rahul Batra, Product Strategy Manager, Edgeverve.
Rating: 4.4/5
Nextiva is a cloud-based communication and collaboration platform that provides a suite of tools for businesses to manage their customer interactions and internal communications. Primarily known for its VoIP phone services, Nextiva also offers solutions for contact centers, team collaboration, video conferencing, and customer relationship management (CRM).
It is widely used by businesses to streamline communication, improve customer service, and enhance team collaboration.
Jay says: ‘I recently helped my company switch over to Nextiva from a different service provider. Nextiva’s resources and staff were helpful, patient, and clear and made the transition nearly seamless.
Since then, the support has been stellar, and the quality of our calls has significantly improved. The team has done a great job of helping specifically tailor the service to our needs as a company.’
Rating: 4.6/5
For Small Businesses
For :Enterprise
1. What is customer contact center software?
It’s a system that centralizes customer interactions across multiple channels (phone, email, chat, social media) to streamline support and improve customer service.
2. How do these solutions support omnichannel customer service?
They allow agents to manage interactions from multiple channels (email, phone, chat, social media) in a single platform, offering a unified view of customer communications.
3. What software offers the best AI-driven features?
Genesys, Mevrik DCX, and Five9 stand out for their AI-powered capabilities, such as sentiment analysis, chatbots, and predictive analytics, which improve customer experiences and agent efficiency.
4. Which software is best for small businesses?
HubSpot, Freshdesk, and Mevrik DCX are great for SMBs due to affordability, ease of use, and comprehensive feature sets.
5.How do these solutions improve customer satisfaction?
Top contact center software improves customer satisfaction by offering quick response times, personalized interactions, and seamless transitions across multiple channels.
In today's fast-paced digital world, delivering prompt and efficient customer service is crucial for business success. Contact center software plays a key role in enhancing customer experiences by streamlining communication through various channels such as phone calls, live chat, and social media.
With the ability to route inquiries to the right agents, these platforms not only improve customer satisfaction but also boost operational efficiency. As companies seek to provide a seamless, omnichannel experience, selecting the right contact center software becomes essential. By considering factors like features, pricing, scalability, and user reviews, businesses can make informed decisions to meet both their customer service needs and long-term growth objectives.
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