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Top 10 contact center platforms of 2022

Organizations may help clients across a variety of channels thanks to contact center platforms, but it can be challenging to choose the ideal platform. In this professional tip, explore 10 choices.

To handle operations for contact centers of all sizes, shapes, and industries, vendors design contact center platforms. These platforms seek to offer the best CX through on-premises or cloud-based services.

Businesses are looking for essential contact center capabilities including digital agents, voice analytics, intelligent routing, skills-based routing, and insights.

Numerous contact center platforms also have omnichannel features, allowing contact centers to go beyond conventional phone service and human agent support.

These capabilities are designed to boost and nurture client interaction. Customers can be supported by omnichannel technology spanning social media, text or SMS, video, email, audio, and voice over IP (VoIP) technologies. It can also combine with other communication platforms.

The workforce management (WFM) and quality improvement capabilities of customer relationship management (CRM) and other important systems can be enabled by contact center platforms.

Explore these 10 contact center vendors’ platforms in this roundup. There is no order to this list.

Businesses can operate a cloud-hosted customer contact center by using contact center platforms, often known as CCaaS or contact center as a service.

Contact center platforms offers inbound queueing and routing, outbound dialing, call analytics, and workforce management.

It is built on conventional, voice-based call center systems. To support digital interactions across numerous channels, including SMS, email, and chat, this kind of software extends beyond call center architecture.

Automatic call distribution (ACD), interactive voice response (IVR), omnichannel assistance, and computer-telephony integrations are typical characteristics of contact center software (CTI).

Support teams frequently use contact center software to staff a help line, and sales teams use it to handle prospecting.

These products work with CRM software applications to access customer data and update customer records with post-action summaries.

If the product does not provide that functionality natively, they will frequently integrate with contact center workforce software, speech analytics software, and contact center quality assurance software solutions.

Contact center software, or contact center platforms may also integrate with or include unified communications, or UCaaS, features.

A product must meet the following criteria to be considered for inclusion in the Contact Center category:

  • Provide a contact center solution that is cloud-based.
  • Distribute incoming calls and manage outbound center phone number assignment
  • Provide call management, placement, and monitoring infrastructure.
  • Allow call center representatives to use multiple channels (such as voice, SMS, email, and chat).
  • Include automatic call distribution, interactive voice response, queue management, and computer-telephony integrations.
  • Provide additional call center operations-supporting features such as speech analytics, workforce management, and quality assurance.
  • Integrate with CRM software or a company’s record-keeping system.
Top 10 contact center platforms of 2022
Top 10 contact center platforms of 2022

Top 10 Contact Center Platforms

We take pride in providing unbiased user satisfaction ratings and reports. Paid placements are not permitted in any of our ratings, rankings, or reports.

1. RingCentral

When we talk about Contact Center Platforms, we have to mention one of the companies that offers the best services in the sector.

There are three distinct pricing tiers available for RingCentral Contact Center. Each subscription has a varied set of supported services, such as omnichannel support for voice, SMS, social media, live chat, and email for both inbound and outbound traffic.

Additionally, the platform has intelligent routing, such as skills-based and omnichannel routing. Automation, progressive and predictive dialing, WFM and optimization, supervisor and agent tools, and analytics are all included in some plans.

The RingCentral platform can also be integrated with third-party and already-built CRM programs.

These additional characteristics are listed below:

  • Real-time, historical, incoming, outbound, and reporting;
  • Interactive voice response (IVR) technologies, both basic and advanced;
  • ACDs, both conventional and modern automatic call distributors;
  • Instantaneous dashboards;
  • Integrating with third parties;
  • A software development kit and an open platform;
  • Speech synthesis.

Pros: RingCentral’s contact center platform integration goes faster than with conventional systems. This might speed up implementation. Additionally, it provides a 99.9% uptime.

Cons: RingCentral’s platform has a number of bugs and issues that can lead to more reported dropped calls. Additionally, it has a faulty interface and problematic software. Additionally, the vendor’s website doesn’t make the pricing plan charges clearly apparent.

See Also: Best Contact Center Software

2. 8×8

The 8×8 Contact Center runs over the internet. It provides omnichannel services as well as advanced speech, engagement, and interaction analytics for customers.

Additionally, each agent license supports open APIs for connecting to external systems as well as CRM integration.

Key features include skill-based routing, queued and web callback, integrated voice, web chat, email, and social media.

The three-tiered price structure for the contact center platform from 8×8 starts at $87 per agent per month with an annual subscription plan or $113 per agent when invoiced monthly.

These additional characteristics are listed below:

  • Facilitating access to subject-matter specialists;
  • Scalable group messaging;
  • Post-call polls
  • Cobrowsing;
  • A graphical call flow design that allows agents to see a customer’s history and length of interaction;
  • Supervisor feedback in real-time;
  • Predictive dialing,
  • Management of performance in collaboration.

Pros: 8×8 provides a high level of uptime and numerous CRM connectivity options.

Cons: The 8×8 service has trouble getting in touch with customer care and offers few queuing options. Additionally, small firms could find its price alternatives expensive.

3. Genesys

The Genesys Cloud CX platform is multichannel. To resolve problems promptly, CX executives can monitor interactions and metrics in real time, including administrative activities like real-time performance management.

These additional characteristics are listed below:

  • WFM;
  • ACD;
  • linguistic analysis
  • IVR with choices that support speech;
  • capability for outbound campaigns, such as outbound phoning;
  • call records and performance ratings;
  • capability for collaboration and unified communications;
  • Genesys Cloud CX for CRM applications like Salesforce;
  • compliance and security; and
  • analytics and reporting.

Pros: Genesys Cloud CX is simple to scale and deploy for organizations. It provides non-technical users with straightforward interfaces.

Cons: The contact center platform from Genesys offers a variety of pricing alternatives. Plans begin at $75 per agent per month, which may be expensive for smaller companies. Additionally, compared to other platforms, the platform’s learning curve is steeper for administrators and users.

4. Five9

Inbound, outbound, blended, and omnichannel contact centers are supported by the Five9 Intelligent Cloud Contact Center technology.

The platform from Five9 has a useful AI tool that may combine features for inbound and outbound communication, including predictive calling.

Additionally, it has tools for call forwarding, recording, routing, and analytics. Organizations can also develop business rules using this platform to adapt to shifting business requirements.

Five9 has a number of pricing alternatives, yet the website doesn’t make them easily accessible.

These additional characteristics are listed below:

  • dashboard for agents;
  • the click-to-call method;
  • Visual options on IVR;
  • integrations of APIs;
  • transcriptions and scripts for calls;
  • integrating CRM applications;
  • Speech recognition and natural language processing (NLP) for IVR;
  • quality control;
  • both current and past reporting;
  • analytics of consumer interaction;
  • aspects of predictive analytics; and
  • AI support for human agents.

Pros: Among other call features and software, Five9 provides an outgoing call dialer tool. It also has configurable pricing and doesn’t have any maintenance expenses.

Cons: Compared to its rivals, Five9’s contact center user interface and technologies are more complex. The platform also has more dropped calls than other tools and crashes when too many applications are running at once.

5. Talkdesk

Talkdesk CX Cloud features automatic missed call notifications, integration support, and integration for new contact information.

It has different tracking, monitoring, recording, reporting, tagging, scheduling, and phone conferencing features.

Additionally, calls might have outgoing and predictive dialer functions. Plans for Talkdesk’s tiered pricing start at $65 per agent each month.

These additional characteristics are listed below:

  • real-time activity dashboard for managing and following contacts and customers, including the database of customers;
  • detection of answering machines;
  • ACD;
  • integration of a CRM tool;
  • management of compliance, including for HIPAA;
  • configurable reports and fields;
  • management of the help desk, including tracking and managing tickets;
  • quick keys;
  • IVR;
  • automation of processes and workflows;
  • reporting using statistics and analytics; and
  • VoIP engineering.

Pros: Talkdesk’s contact center platform is dependable, easy to use, and supports integration.

Cons: Talkdesk has trouble customizing and reporting surveys. Customers also desire more applications and integrations than what is currently provided.

Top 10 contact center platforms of 2022
Top 10 contact center platforms of 2022

6. Avaya

The OneCloud CCaaS platform from Avaya is more recent in the contact center industry. Although companies can utilize Avaya OneCloud CCaaS for cloud, hybrid, or on-premises contact centers, the platform is based on Avaya’s original on-premises technology.

There are voice, email, webchat, and text channels accessible.

These additional characteristics are listed below:

  • smart rerouting;
  • automated self-service interactions and with AI;
  • call transcriptions, desktop screen recording, and call recording; and
  • engaging tools for employees.

Pros: Avaya OneCloud CCaaS offers Conversational Intelligence, an AI-enabled tool that can identify client questions and provide agents with the appropriate replies. Instead of having the agents add the transcription, the software feeds it into Salesforce.

Cons: The contact center platform from Avaya needs businesses to supply their own WFM tools. For voice-only assistance, the pricing options start at $82 per agent per month, and for omnichannel help, at $111 per agent per month. For small firms, they could result in higher costs.

7. Dialpad

The Dialpad Contact Center runs on the cloud. It offers simplicity of use, accessible APIs for app integrations, and a range of call features, such as conference, management, recording, transfer, and automatic routing options. The plans’ monthly starting prices per user are $125.

These additional characteristics are listed below:

  • machine learning and AI
  • ACD;
  • CRM;
  • administration of contacts and communication;
  • control of the personnel directory and management of performance;
  • quick keys;
  • NLP and IVR;
  • multiple-user cooperation
  • a self-service website;
  • functionality for single sign-on; and
  • VoIP functionality.

Pros: Dialpad Contact Center is the finest option for small to medium-sized call centers and offices that require a phone system.

Cons: Dialpad’s service is deficient in real-time and historical reporting, as well as essential contact center analytics.

8. Nice inContact

A CCaaS platform is CXone from Nice inContact. Workforce intelligence is provided, allowing businesses to use AI to collect data for workforce optimization (WFO), planning, staffing, and scheduling. On the vendor’s website, its pricing plans are not easily accessible.

These additional characteristics are listed below:

  • a service that optimizes voice;
  • conduits for interaction and analytics;
  • ACD;
  • real-time dashboards and reporting;
  • surveys of consumer satisfaction;
  • WFM;
  • management and analytics of quality;
  • performance administration
  • ability to record calls;
  • VoIP; and
  • predictably dialing.

Pros: According to inContact, CXone has a 99.99 percent uptime rate. The industry’s highest documented uptime as of right now is this.

Cons: Because CXone is Salesforce-ready, firms who don’t utilize Salesforce can have trouble integrating. Additionally, since chatbots are not already included in the platform, an organization will need to collaborate with a partner to integrate them.

9. Twilio

With omnichannel capabilities that enable voice, chat, text, email, and social media, Twilio Flex is cloud-based. Additionally, it offers Flex Insights, which summarizes calls so that agents don’t have to replay the whole thing to comprehend what was said.

For custom dashboards, reporting, and analytics capabilities, Flex Insights also provides its Analytics Portal.

These additional characteristics are listed below:

  • detection of answering machines;
  • capability for call waiting, recording, and reporting;
  • a callback queue;
  • external dialing
  • interior dialogue
  • call directing
  • WFO;
  • reporting from the past; and
  • Live transcriptions and keyword spotting.

Pros: Twilio Flex can be implemented quickly. It has integration partners and delivers all services on a single platform.

Cons: Plans for Twilio Flex start at $150 per user per month or $1 per user per hour. Its customizability potential can lead to problems like glitches and difficult integration.

10. Zendesk

The ticketing system for Zendesk Support, which can be coupled with Salesforce, SugarCRM, and other third-party programs, is integrated with the contact center platform Zendesk Talk.

Omnichannel support, knowledge management, and support for internal service desks are a few of the platform’s standout features from Zendesk.

Businesses may now utilize a single tool for both internal and contact center assistance thanks to that support. Additionally, it provides Answer Bot, a customer-interactive AI chatbot designed specifically for Zendesk.

Pricing plans for yearly subscription plans start at $49 per agent per month. The monthly price for Zendesk’s enterprise plans in annual subscription plans is $150 per agent.

These additional characteristics are listed below:

  • public forums;
  • based on business needs, unique business rules, such as triggers and automations, and unique roles and permissions;
  • style sheets that cascade;
  • support for multiple time zones and languages;
  • dashboards showing performance;
  • analytics and reporting
  • solitary sign-on;
  • screen recording, and
  • Support web widget for customers.

Pros: Zendesk Talk can be integrated with CRM software, and Zendesk CRM and the Zendesk Suite do as well.

Cons: Zendesk Talk does not come with built-in reporting or other connectors; these must be added by the company. As a result, this platform requires more money and effort to deploy.

Why Use Contact Center Operations Software?

Making or taking customer calls is a crucial part of running a business in a variety of sectors.

It can become a daunting experience depending on the size and organizational structure of the company: Calls can be dropped, the customer line can get excessively long, and crucial information can slip through the cracks.

These solutions provide ways to keep internal teams productive and organized while ensuring a great customer experience.

Businesses can handle a higher contact volume, enhance team effectiveness, and direct the flow of client discussions when these solutions are correctly deployed.

The functionality of these systems varies from product to product, but for any team that conducts regular phone calls, these platforms assist in offering a central hub that organizes workflows and makes sure calls are handled effectively.

Numerous platforms provide cutting-edge features that modernize call-based operations, lighten the workload for staff, and help with repetitive activities.

These technologies improve the call-based interaction between clients and staff while facilitating speedy deal closing and problem resolution.

Deborah Navarro
Deborah Navarro
Sou jornalista e produtora de conteúdos para portais online, sempre criando conteúdos que sejam de interesse geral.
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