Top 10 Call Center software

Latest news about Call Center software

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



Countless tech giants and startups have thrown their tech at the automated call handling problem, from Google (and Google’s Area 120 incubator), Microsoft and Amazon to Got It AI, Replicant and Tenyx. Now, a newer startup called PolyAI claims to be doing it more effectively — and raises $40M. An added benefit of the AI systems is that they enable more open-ended and “intelligent” conversations. Rather than relying on keywords and decision tree-style flows, PolyAI can interpret (to a degree) the context of an inquiry and attempt to respond appropriately. Beyond this, PolyAI can complete many tasks a customer service rep can, including taking payment information as well as names, addresses and account numbers (e.g. for health insurance).


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



Replicant, one of the more prominent vendors in the call center automation space, has raised $78 million in Series B. Replicant aims to automate call flows by integrating with existing systems including customer relationship management software to recognize customers by drawing on their order histories (if applicable) and past calls. The product can capture, transcribe and make searchable customer conversations, and — as do some rival service automation systems — Replicant can engage with customers through SMS and the web in addition to voice.

2022. Contact center analytics firm Loris raises $12M



Contact center analytics firm Loris has raised $12 million in a Series A round. It's software is designed to coach customer service reps rather than respond to customer requests. At the heart of the software is an AI-based solution delivering de-escalation techniques and language suggest features that guide customer service agents through the most challenging conversations. Loris offers granular, impactful data that can drive decisions across the business, because it incorporates customer sentiment in real-time, every day. We see the future of commercial winners and losers tied to customer service experiences and their direct impact on the profit chain.


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



SaaS Labs, that develops automation platform JustCall, that serves sales and support teams at small and medium-sized businesses, has raised $42 million. For the last six years, SaaS Labs has been building AI-powered tools that are “equally powerful” to empower sales and support teams at smaller firms. These offerings are no-code solutions, removing the need of having an IT team to deploy them. JustCall, which has a database of over 100 million calls to work through, uses machine learning to access the quality of the calls and whether the playbook or workflow is being followed. Managers then can only look at the calls that have been poorly graded instead of trying to sift through every call


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



Zoom Video Communications Inc. and Five9 Inc. scrapped their $14.7 billion merger agreement after a steep decline in Zoom’s shares slashed the deal’s value by almost a third, leading Five9 shareholders to reject the offer. Zoom sought to buy Five9, a call-center software provider, to bolster its popular videoconferencing app in the face of stiffening competition. Five9, based in San Ramon, California, makes cloud-based software that uses artificial intelligence to help companies answer questions from customers and interact with them regardless of language, location or device. Five9’s clients include brands like Under Armour, Citrix, Athena Health and Lululemon, according to its website.


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



Bengaluru-based artificial intelligence SaaS voice automation company Skit, has closed a $23 million Series B round. Skit has developed its AI-based voice automation platform VIVA, short for Vernacular Intelligent Voice Assistant, which enables corporations to automate 90% of their call center operations powered by Natural Language Understanding (NLU) technology. Call centers are traditionally places where there are high costs and high attrition rates, and for the end-users the traditional interactive voice responses (IVRs) and the wait times are irritating. There were longer than usual wait-times, call drops and going through extensive IVR menus and frequent agent transfers, which increase customer frustration. With more than 10 million hours of training data, Skit’s VIVA replicates human-like conversation and understands the speaker’s intent and can translate other unique speech characteristics that enable more efficient query resolutions


2021. Talkdesk raises $230M for smart contact centers



Talkdesk, a provider of cloud-based contact center software, announced $230 million in new Series D funding. Talkdesk uses artificial intelligence and machine learning to improve customer service for midmarket and enterprise businesses. It counts over 1,800 companies as customers, including IBM, Acxiom, Trivago and Fujitsu. This year, the company unveiled new features, including Talkdesk Workspace, a customizable interface for contact center teams, and Talkdesk Builder, a set of tools for customization across workspaces, routing, reporting and integrations. It also launched contact center tools designed specifically for financial services and healthcare organizations and what it is touting as the “industry’s first human-in-the-loop tool for contact centers and continues to lower the barrier to adopting artificial intelligence solutions.”


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



Zoom has agreed a deal to buy cloud call centre service provider Five9 for about $14.7 billion. The proposed acquisition is Zoom’s latest attempt to expand its offerings. In the past year, the video conferencing software has added several office collaboration products, a cloud phone system, and an all-in-one home communications appliance. The acquisition of Five9 — which has amassed over 2,000 customers worldwide including Citrix and Under Armour and processes over 7 billion minutes of calls annually — will help Zoom enter the “$24 billion” market for contact centers


2021. Genesys acquires Bold360 from LogMeIn



Genesys, a global leader in contact centre solutions, has completed its acquisition of Bold360 from LogMeIn, advancing its Experience as a Service(SM) vision. Bold360 is known for its leading digital capabilities, including customer chat, conversational AI, dynamic knowledge base and intuitive agent experience. By uniting Bold360’s complementary capabilities with the Genesys AI and data platform and partner ecosystem, Genesys will enable companies to deliver experiences that are fluid, context-based and personalised across any part of their business or channel. With Bold360, Genesys will accelerate its vision for Experience as a Service, reimagining how empathy can inextricably link marketing, sales and service experiences for customers.


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



Call center focused startup Cresta is launching from stealth and announcing that they’ve raised $21M. Unlike majority of call center AI startups, Cresta is more focused on using AI suggestions to help human contact center workers make the most of an individual call or chat session and lean on what’s worked well for past interactions that were deemed successful. Cresta uses AI to school customer service workers and salespeople on how to close the deal. There’s quite a lot of turnover in contact center jobs and that can leave companies reticent to spend a ton of time investing in each employee’s training. Cresta is hoping that by tapping improvements in natural language processing, their software can help alleviate some stress for contact center workers and help them move conversations in the direction of selling something else for their company.


2019. Google launched Contact Center AI


Google is making its Contact Center AI generally available for use. This cloud service is built with conversational AI engine Dialogflow to automate interactions with customers in call centers. Contact Center AI contains Virtual Agent to automatically respond to customer queries with voice or text or handoff the conversation to a person when a bot is unable to help a customer. Agent Assist uses natural language processing to augment customer service agent interactions with customers when a bot is unable to help a customer. Contact Center AI is designed to work with existing contact centers — not against them. Integrations with Avaya and Mitel are already available. CCAI is available in U.K. English, Australian English, as well as Spanish and Russian


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



Talkdesk, the provider of cloud-based contact center software, has raised $100 million in new funding. The round values the company at north of $1 billion. The company, which uses artificial intelligence and machine learning to improve customer service, targets mid-market and enterprise businesses, counting IBM, Dropbox, Stitch Fix and Farfetch as customers. With Talkdesk companies with millions customers can allow each customer to connect with a company in the best way possible. Having received a call customer service agent can see what products the cutomer bought, what her tastes are, what she has complained about before.


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



Talkdesk, which creates software that helps companies create virtual call centers has raised $15 million. Companies use Talkdesk to create centers where customers can call into in order for assistance and feedback. Those calls are connected to internal company databases like Salesforce and Zendesk, which bring up all the relevant information about a caller in order to help a customer service representative better resolve the issue or route that customer to the best person. For example, when someone calls customer service and the call is routed through Talkdesk, the software automatically puts information about the caller in front of the customer service representative. Examples of that would be order details, how much that person usually spends, their name, or other bits of information that are useful to representatives that help them more quickly resolve an issue.