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Top 5 Contact Center Software Of 2022

By TechDogs Editorial Team

Overall Rating

Overview

What's one of the hippest trends to take over the world in the last few years? No, we're not talking about the Mannequin Challenge or flossing (Fortnite, anyone?) or even those damned fidget spinners!

We are referring to DIY or Do It Yourself projects.

DIY describes the act of creating, customizing, or repairing something without the assistance of experts. From building an irrigation system for your garden to forging a replica of the One Ring - there is no professional guidance throughout the process! Sounds risky, right? We're talking about the One Ring because that always ends in horror, Mellon! (Please don't, we implore!)

However, if you're a smart cookie, you will always call the experts - and by that, we mean a customer contact center. They are always ready to help with all sorts of questions and difficulties. They need to rely on intelligent tools such as Contact Center Solution to ensure the right questions are directed to the suitable agents on time.

Hop on, as we explore the top 5 Contact Center Software every business need in 2021!

Contact centers are excellent - they are available 24/7 to answer every question you might have regarding a product or service. Not to be confused with a call center, contact centers are often called customer interaction centers. Equipped with various channels such as email, video chat, incoming calls, outbound call, live chat, inbound call, outbound calling, and social media. Their sole purpose is to provide efficient and reliable technical customer support, customer care, and sales assistance to callers (or customers, to be more accurate).

Remember reaching out to a technician after you grilled those steaks indoors and the smoke detector wouldn't stop ringing? Imagine what would have happened had your issue been resolved over email instead of a video call. Contact centers employ top-notch tools to ensure that doesn't happen.

One such tool is aptly named Contact Center Software (CCS). It helps businesses increase the effectiveness and quality of interactions between customers and contact center agents. CCS provides agents with additional communication channel information about the callers to resolve their queries swiftly with a high degree of satisfaction. We mean, isn't that the goal of every business?

When your business uses Contact Center Software, your focus shifts from customer service to customer expectations and care, without further ado, here are the top 5 Customer Contact Software you need to make your customers happy in 2021!

TechDogs-Contact Center Software-"Customer Service Cat" GIF

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Contact Center Software (CCS) helps businesses manage a high volume of communications by tracking and integrating customer interactions across all potential touchpoints and channels. The overall Customer Relationship Management (CRM) operations and strategies benefit from using CCS platforms.

So, here are the top 5 Contact Center Software of 2022, in random order, because there can't be just one lord in the world of Contact Center Software, Sauron!

Top 5 Contact Center Software Of 2022

Talkdesk	UJET	Zendesk
Nice CXone	Genesys Cloud CX

Tool 1: Talkdesk

Talkdesk is a relatively new business in the world of Contact Center Software, having been formed in 2011. By early 2021, however, Talkdesk had over 1,500 employees and boasted of clients like IBM and Trivago. Talkdesk was also identified as a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), based on its Completeness of Vision and Ability to Execute.

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Talkdesk is a cloud-based platform that helps contact center teams deliver a top-notch customer experience through intelligent routing, contextual customer data and real-time actionable reporting. Talkdesk's easily configurable IVR (Interactive Voice Response) and speech analysis features enable intelligent, personalized, context-driven flows for contact center processes. From call routing to evaluating customer satisfaction, Talkdesk simplifies it all - cause what's better than happy customers? A pepperoni pizza, you say? Can't argue with that!

Another highlight of Talkdesk is the plethora of integrations it enables. The platform can integrate customer data and applications from third-party systems to make the best routing decisions and ensure callers are matched with the best available agents. Talkdesk Speech Analytics™ uses Artificial Intelligence (AI) for speech analysis, helping agents recognize consumer intent and emotion, ultimately enhancing the customer experience. AI-driven insights for the win! The live reporting feature helps in real-time analysis reducing waiting times by splitting traffic and distributing workloads amongst agents.

Tool 2: UJET

UJET is one of the leading Contact Center Software providers in Northern America, focusing on small businesses, with roughly 55% of their users having fewer than 500 employees. UJET describes itself as "the world's first and only cloud contact center platform for the smartphone era," due to its unique smartphone-focused approach. UJET was also named a Cool Vendor in Gartner's 2019 Cool Vendors in CRM Customer Service and Support report. Pretty cool, if you ask us!

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UJET platform aims to address the flaws in conventional strategies by providing a rich smartphone integration - and why not. Surely your smartphone is always within arm's reach! This opens up a plethora of features such as customer authentication using smartphone biometric and security pin. Through UJET's platform, customers can directly share photos, videos, or screenshots with agents that help in faster resolution of issues. The texting functionality even allows customers to type out their names or large serial numbers without having to speak. Ever mispronounced the name of a customer? #EmbarrasingMomentsAtWork!

With UJET, that's never going to be an issue!

UJET also offers extensive software development kits (SDKs) that help businesses deploy engaging web and mobile experiences for their consumers. Businesses can then capture consumer information through their smartphones, contributing to higher first-call resolution rates and lower handle times. Even better, the platform's CRM allows for a single source of truth for customer data, eliminating the need for redundant data storage. This allows contact center agents to access complete consumer information - even before the caller can say, "Yeah, hi, so the noise in the background is my smoke alarm..."

Tool 3: Zendesk

Zendesk is an American customer service software company that specializes in building software designed to improve customer relationships. Zendesk serves more than 150,000 customers, including Uber and Airbnb, in over 30 languages. They were named #1 in the “Digital Customer Service” use case by Gartner as well as a Leader in the 2021 Gartner Magic Quadrant for the “CRM Customer Engagement Center.”

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Zendesk offers cloud, SaaS (Software as a Service) and web-based platforms. The Support Suite of Zendesk allows agents to converse with customers using various channels, including mail, voice chat and even social messaging apps like WhatsApp and Facebook Messenger. All the while keeping the interactions in a single unified silo, for agents to access. This allows contact center teams to provide a more seamless personal experience to customers.

Besides the unification of customer data, features like web widgets integration and pre-defined ticket responses make this a top choice for any business. The pre-defined ticket feature automatically creates tickets for all customer interactions and allows for quick follow-up time. Why do manual work when you have automation - the Sam to your Frodo!

Yet, that's not all - Zendesk's real-time dashboards offer insights into queued calls, availability of agents and customer wait times, allowing managers to recognize areas that need improvement.

Tool 4: Nice CXone

NICE CXone (formerly NICE inContact) is one of the best Contact Center Software in the market. It was recognized as a leader six rears in a row in the 2020 Gartner Magic Quadrant for Contact Center as a Service! In case you're one of those hard-to-impress folk, NICE was named a leader in all seven categories of Ventana Research's 2021 Contact Center in the “Cloud Value Index.” "Are you impressed yet?" *in our best Mel Gibson voice*

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NICE CXone is a cloud Contact Center Software that combines advanced omnichannel routing, data analytics capabilities, automation and Artificial Intelligence features. Businesses using this platform can expect a fully functional blended omnichannel service: voice, chat, email, SMS and social media channels. NICE CXone also incorporates AI-powered chatbots (less mundane tasks for employees!) and an excellent Interactive Voice Response (IVR) system that allows callers to access information via pre-recorded voice messages.

In case you're wondering, will no one think of the contact center agents? Well, the developers at NICE did! Users can personalize all the dashboard widgets and color-code them to suit their preferences and create an intuitive user interface. The analytics feature of the platform offers reports based on interaction and customer surveys. Additionally, users can combine any of these reports to build custom reports to meet specific requirements. Dare we say, NICE!

Tool 5: Genesys Cloud CX

Genesys Cloud CX is a California-based company that provides customer experience (CX) and call center technology to mid-sized and large businesses. The Forrester Total Economic Impact (TEI) study reported that contact centers could achieve up to 571% ROI (return on interest) with the Genesys Cloud CX solution. No, that's not a typo!

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Genesys Cloud CX™ simplifies the way businesses connect with customers by providing agents with the necessary contextual information to deliver highly personalized customer experiences. With the platform's robust reporting features and rich customer data integration capabilities (including data warehousing and Big Data), agents can access up-to-date caller profiles. To achieve this, reporting is divided into historical and real-time; historical reporting provides insights to develop long-term strategies, real-time reporting focuses on providing current information. Nothing worse than referring to old, outdated information in the digital era, right?

Another feather in Genesys Cloud CX's cap is that it is a product built for change. Hence, it allows seamless integrations with third-party CRM tools, to help businesses supplement more consistent customer data as it becomes available. The inbuilt Genesys AI helps reduce operational costs and automate routine tasks. Talking of Artificial Intelligence, the Interactive Voice Response feature in this platform relies on Natural Language Understanding (NLU) to analyze and interpret the callers' actual words.

Conclusion

In a world where everything is instantaneous and straightforward (from instant bank loans to ready-to-use food), consumers expect their queries to be resolved as quickly and efficiently as possible. Yet, as a business, you strive to deliver more than what's expected - that's precisely where a suitable Contact Center Software can help you.

We hope this piece helped you find the One Ring for your business - which is, Contact Center Software. No, really, please don't cover Middle Earth in a new age of darkness!

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Contact Center SoftwareTop Call Center Software Best Contact Center Solutions Contact Center Software Solutions Contact Center Software Trends Contact Center Customer Interaction Centers Talkdesk UJET Zendesk Nice CXone Genesys Cloud CX

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