Top 10 Call Center software

June 29, 2023 | Editor: Adam Levine


Call center software is the software system that allows a company or organization to run a call center.
1
All your communications on one platform. Team messaging with file sharing, tasks and more. All-in-one cloud phone, team messaging & video conferencing. HD-quality video conferencing with screen sharing. Outbound and inbound contact center and digital customer engagement.
2
With Avaya platform that delivers rock-solid reliability and remarkable adaptability, you can support new collaboration capabilities, applications, and customer services immediately. Choose from more than 700 features and an ever expanding, customizable applications portfolio. Plus, count on unrivaled scalability and flexibility to support everything from click-to-dial video conferencing to sophisticated contact center systems, in locations from small branches to corporate headquarters.
3
Vonage provides communications APIs, unified communication solutions, contact centers, conversational commerce platform.
4
Call center software from Five9 is the leading cloud contact center software solution, bringing the power of the cloud to thousands of customers worldwide. Meet your customers in the channel they prefer. Whether it's the phone, web, chat, email, mobile apps, or social media, Five9 has you covered. An innovative technology layer that we call Five9 Connect powers our multichannel applications, delivering better customer engagements, faster response times and empowered agents.
5
8x8 has a combined phone and contact center solution that can do it all: provide inbound and outbound calling, live agent chat, click-to-call, and live routing options. It’s a one-stop shop for all our needs.
6
Genesys provides scalability, agility and security. Genesys cloud contact center solutions can improve your customer's journey by increasing personalization and by delivering consistent, connected customer experiences across touchpoints. We meet your customers’ specific channel preferences, such as mobile, SMS and social. Choosing a cloud contact center solution can help your organization achieve these objectives while getting to market faster, and with more flexibility.
7
Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice, chat, and task management.
8
A business phone system that works the way it should. Reign in your remote workforce with a single place for business conversations, no matter the device or location. With mobile apps that make you feel like you’re working out of HQ, your business phone system now goes where you go. Understand why callers are reaching your business (plus what was said) with native Ai insights.
9
World’s Leading Browser-based Call Center Software. Create a Call Center in 5 Minutes. One-click integrations with Salesforce, Zendesk, Desk.com and many others. No phones, hardware, downloads or coding required.
10
Mitel provides complete solutions for your business communications needs. Easily stay connected to your customers and employees anytime, anyplace. The Mitel MiVoice business communications platforms provide extensive communication features, robust call control, and support for a wide range of innovative desktop devices and applications.
11
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.
12
As the leading cloud contact center provider, we are creating tomorrow’s contact center today with innovative call center technology and a commitment to outstanding service. inContact provides cloud contact center management technology that integrates with leading CRM platforms to unify your customer experience (CX).
13
LiveOps cloud-based contact center / virtual call center software with social customer service greatly improves customer service and customer support. With the LiveOps cloud contact center, you can respond from one
14
Simplify the way you communicate - voice, video, messaging, collaboration, conferencing, meetings and call center - with one reliable and easy-to-use solution.

Latest news about Call Center software


2023. Zenarate, an AI-powered agent coaching platform, raises $15M



Zenarate, an AI simulation training platform, has secured $15 million in funding. This platform serves as a virtual "flight simulator" for customer and prospect-facing agents. It allows trainee agents to engage in realistic conversations, screen simulations, and chat simulations to effectively learn and master crucial topics they will encounter when interacting with real customers and prospects. By utilizing Zenarate's AWS-hosted platform, service agents can interact with an "AI coach" that provides feedback on their tone and interpersonal skills, offering appropriate suggestions for improvement. Agents receive a scorecard that demonstrates their proficiency in specific areas and their ability to meet essential requirements, such as transitioning from service to sales, managing multiple chat conversations simultaneously, and addressing customers by name.


2023. Parloa raises $21M to add a little automation to contact centers



Over the past year, a number of call center automation startups including Invoca, Replicant, PolyAI, and Observe.ai have attracted significant investments, signaling a positive outlook for customer service technology aimed at reducing labor requirements. Parloa, a software provider based in Germany, has also benefited from this trend, securing €20M in Series A funding. Parloa leverages conversational AI technology and low-code tools to assist companies in alleviating the workload on their contact center staff. Through intuitive drag-and-drop dashboards, Parloa enables the automation of contact center workflows by integrating various applications and services. For instance, its speech-to-text module, powered by Microsoft Cognitive Services, can be combined with its natural language understanding models to construct a phone dialogue tree.




2022. PolyAI lands $40M to handle contact center calls automatically



Numerous tech giants and startups, including Google (and its Area 120 incubator), Microsoft, Amazon, Got It AI, Replicant, and Tenyx, have tackled the challenge of automated call handling. However, a newer startup called PolyAI claims to have found a more effective solution, securing $40 million in funding. One notable advantage of PolyAI's AI systems is their ability to engage in open-ended and "intelligent" conversations. Instead of relying solely on keywords and decision tree-style flows, PolyAI can, to some extent, comprehend the context of inquiries and respond accordingly. Additionally, PolyAI can perform various tasks typically handled by customer service representatives, such as processing payment information and capturing details like names, addresses, and account numbers (e.g., for health insurance).


2022. Call center automation software vendor Replicant raises $78M



Replicant, a leading player in the call center automation industry, has recently secured $78 million in a Series B funding round. The core objective of Replicant is to automate call flows by seamlessly integrating with existing systems, including customer relationship management software. By leveraging these integrations, Replicant can effectively identify customers by utilizing their order histories and past call interactions, if applicable. The platform offers features such as capturing, transcribing, and making customer conversations searchable. In addition to voice interactions, Replicant, like some of its competitors in the service automation space, also enables engagement with customers through SMS and web channels.


2022. Contact center analytics firm Loris raises $12M



Contact center analytics company Loris has recently secured $12 million in a Series A funding round. Rather than focusing on simply responding to customer requests, Loris' software is designed to coach and support customer service representatives. At the core of the software lies an AI-powered solution that provides de-escalation techniques and suggests language to guide agents through challenging conversations. Loris offers detailed and impactful data that can drive informed decisions across the organization, as it incorporates real-time customer sentiment on a daily basis. We believe that the future success or failure of businesses will be closely tied to the customer service experiences they deliver and the direct impact these experiences have on their profitability.


2022. SaaS Labs raises $42 million for its AI-based call quality monitoring platform



SaaS Labs, the company behind the automation platform JustCall, has recently secured $42 million in funding. JustCall is specifically designed to cater to sales and support teams in small and medium-sized businesses. Over the past six years, SaaS Labs has developed AI-powered tools that provide equal power and efficiency to empower sales and support teams in smaller organizations. These tools are built as no-code solutions, eliminating the need for an IT team to handle their deployment. JustCall utilizes machine learning to evaluate call quality and adherence to playbooks or workflows, leveraging its extensive database of over 100 million calls. This allows managers to focus only on poorly graded calls instead of manually reviewing each and every call.


2021. Zoom, Five9 Scrap $14.7 Billion Deal as Investors Vote No



Zoom Video Communications Inc. and Five9 Inc. have terminated their $14.7 billion merger agreement due to a significant drop in Zoom's share price, resulting in a nearly one-third reduction in the deal's value. As a result, shareholders of Five9 rejected the offer. Zoom had intended to acquire Five9, a provider of call-center software, to enhance its widely used videoconferencing application in the face of intensifying competition. Headquartered in San Ramon, California, Five9 develops cloud-based software that utilizes artificial intelligence to assist companies in addressing customer inquiries and engaging with them irrespective of language, location, or device. According to its website, Five9 serves notable brands such as Under Armour, Citrix, Athena Health, and Lululemon.


2021. AI-powered contact centre Skit raises $23M



Artificial intelligence SaaS voice automation company Skit, based in Bengaluru, has recently concluded a Series B funding round, raising $23 million. Skit has developed VIVA (Vernacular Intelligent Voice Assistant), an AI-powered voice automation platform. This innovative solution empowers businesses to automate up to 90% of their call center operations using advanced Natural Language Understanding (NLU) technology. Call centers have traditionally been associated with high costs and turnover rates, and customers often find the conventional interactive voice responses (IVRs) and long waiting times frustrating. Issues such as extended wait times, call drops, navigating complex IVR menus, and frequent transfers between agents can significantly increase customer frustration. Leveraging over 10 million hours of training data, Skit's VIVA replicates human-like conversation and comprehends the speaker's intent, including unique speech characteristics, enabling more efficient resolution of queries.


2021. Talkdesk raises $230M for smart contact centers



Talkdesk, a leading provider of cloud-based contact center software, has recently announced securing $230 million in new Series D funding. Talkdesk leverages artificial intelligence and machine learning to enhance customer service for midmarket and enterprise businesses. With a customer base of over 1,800 companies, including IBM, Acxiom, Trivago, and Fujitsu, Talkdesk has established itself as a trusted solution in the industry. This year, the company introduced several new features, such as Talkdesk Workspace, a customizable interface for contact center teams, and Talkdesk Builder, a comprehensive set of tools for customization across workspaces, routing, reporting, and integrations. Additionally, Talkdesk launched specialized contact center tools tailored specifically for financial services and healthcare organizations. Notably, the company also introduced what it refers to as the "industry's first human-in-the-loop tool for contact centers," further facilitating the adoption of artificial intelligence solutions in the industry while ensuring a human touch in customer interactions.


2021. Zoom buys cloud call center firm Five9 for $14.7B



Zoom has reached an agreement to purchase cloud call centre service provider Five9 for approximately $14.7 billion. This proposed acquisition is part of Zoom's ongoing efforts to expand its range of offerings. Over the past year, the video conferencing software has introduced various office collaboration products, a cloud phone system, and an all-in-one home communications appliance. By acquiring Five9, which serves more than 2,000 customers worldwide, including Citrix and Under Armour, and handles over 7 billion minutes of calls annually, Zoom aims to enter the contact center market valued at around "$24 billion."


2021. Genesys acquires Bold360 from LogMeIn



Genesys, a prominent global provider of contact center solutions, has successfully concluded the acquisition of Bold360 from LogMeIn, thus advancing its vision of Experience as a Service(SM). Bold360 is renowned for its cutting-edge digital capabilities, including customer chat, conversational AI, dynamic knowledge base, and intuitive agent experience. Through the integration of Bold360's complementary features with the Genesys AI and data platform, as well as its partner ecosystem, Genesys empowers companies to deliver seamless, context-based, and personalized experiences across all aspects of their business and channels. By incorporating Bold360, Genesys accelerates its vision for Experience as a Service, reimagining how empathy can intricately connect marketing, sales, and service experiences to benefit customers.


2020. AI startup Cresta wants to reinforce human contact center workers



Call center-focused startup Cresta has emerged from stealth mode and announced a successful funding round of $21 million. In contrast to many AI-driven call center startups, Cresta's primary focus lies in utilizing AI suggestions to empower human contact center workers during individual call or chat sessions. By leveraging past interactions that have yielded positive outcomes, Cresta's AI technology assists customer service and sales personnel in maximizing the potential of each interaction. The turnover rate in contact center jobs often discourages extensive investment in employee training. However, Cresta aims to address this challenge by leveraging advancements in natural language processing to alleviate stress for contact center workers and guide conversations towards successful sales outcomes for their respective companies.


2019. Google launched Contact Center AI


Google has announced the general availability of its Contact Center AI, a cloud service powered by the conversational AI engine Dialogflow. This service is designed to automate customer interactions within call centers. Contact Center AI includes a Virtual Agent feature that can respond to customer queries using voice or text, and it can also transfer the conversation to a human agent when the bot is unable to assist the customer. Additionally, Agent Assist utilizes natural language processing to enhance customer service agent interactions in cases where the bot is unable to provide assistance. Importantly, Contact Center AI is designed to complement existing contact centers rather than replace them. The service already integrates with Avaya and Mitel, and it offers support for U.K. English, Australian English, Spanish, and Russian languages.


2018. Talkdesk nabs $100M for its smart call centers



Talkdesk, the provider of cloud-based contact center software, has secured $100 million in new funding, leading to a valuation of over $1 billion for the company. Employing artificial intelligence and machine learning, Talkdesk focuses on enhancing customer service and primarily caters to mid-market and enterprise businesses. Notable customers include IBM, Dropbox, Stitch Fix, and Farfetch. With Talkdesk, companies serving a large customer base can ensure that each customer can engage with the company through their preferred communication channel. When a customer contacts the customer service team, agents can access information about the customer's previous purchases, preferences, and past complaints, enabling personalized and efficient assistance.


2015. Call Center software for SMBs Talkdesk raised $15 million



Talkdesk, a software company specializing in virtual call centers, has recently secured $15 million in funding. Talkdesk's software enables companies to establish call centers where customers can seek assistance and provide feedback. These calls are seamlessly integrated with internal databases like Salesforce and Zendesk, allowing customer service representatives to access relevant caller information and efficiently resolve issues or route customers to the appropriate personnel. When a customer contacts the customer service department and their call is handled through Talkdesk, the software automatically presents the representative with valuable details about the caller. This information may include order specifics, customer spending habits, name, and other pertinent details that facilitate quicker issue resolution.

Editor: Adam Levine
Adam is an expert in project management, collaboration and productivity technologies, team management, and motivation. With an extensive background working at prestigious companies such as Microsoft and Accenture, Adam's in-depth knowledge and experience in the field make him a sought-after professional. Currently, he has ventured into entrepreneurship, owning a thriving consulting and training agency where he imparts invaluable insights and practical strategies to individuals and organizations, empowering them to achieve their goals and maximize their potential. You can contact Adam via email adam@liventerprise.com