Best Contact Center Software

Contact center software, also referred to as CCaaS or contact center as a service, provides businesses with the capabilities necessary to run a cloud-hosted customer contact center. Founded on traditional, voice-based call center solutions, contact center software enables:

• Inbound queueing and routing
• Outbound dialing
• Call analytics
• Workforce management

However, this type of software goes beyond call center infrastructure to support digital interactions across multiple channels, such as SMS, email, and chat.

Common features of contact center software include:

• Automatic call distribution (ACD)
• Interactive voice response (IVR)
• Omnichannel support
• Computer-telephony integrations (CTI)

To qualify for inclusion in the Contact Center category, a product must:

1. Offer a cloud-based contact center solution
2. Distribute incoming calls and manage phone number assignment for outbound centers
3. Provide the infrastructure for call management, placement, and monitoring
4. Support multiple channels (voice, SMS, email, chat) for call center representatives
5. Include features like ACD, IVR, queue management, and CTI
6. Provide additional features for call center operations, such as speech analytics, workforce management, and quality assurance
7. Integrate with CRM software or a company’s system of record

By leveraging contact center software, businesses can enhance their customer service capabilities, streamline operations, and improve overall contact center performance.