Customer Service
Top 5 Contact Center Software Of 2023
By TechDogs Editorial Team
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Overview
Naturally, you have to ensure everything right from decor to the lights and food is Instagrammable. While you're swamped with work, other calls to your agency are going unanswered. We mean, it's all hands-on deck for Tom Cruise, right?
Now, imagine getting a tool that manages your customer queries/ responses via calls, email, web chat and social media when you're not around. Wouldn't it be a helpful tool to have on such a day?
Wait, do such tools exist outside the Mission Impossible movies? The answer is yes. These tools are called Contact Center Software. So, without further ado, let's explore the top 5 Contact Center Software of 2023!
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Do you remember the principal, Larrisa Weems from the TV series Wednesday, responsible for running Nevermore Academy? She ensured every student was cared for and the school administration remained in shape. Well, what if we say you can get a Larrisa Weems for your business too? Yes, you heard it right! It is the Contact Center Software; a tool business use to manage customer interactions across various channels such as phone, email, chat, social media, messaging applications, etc. It provides a centralized platform for customer service representatives to handle customer inquiries, complaints and support requests efficiently.
The software typically includes features such as automatic call distribution (ACD), interactive voice response (IVR), customer relationship management (CRM) integration, workforce management tools and analytics and reporting capabilities to track agent performance and customer satisfaction.
While several Contact Center Software is available on the market, we are presenting the 5 top-rated Contact Center Software of 2023!
Top 5 Contact Center Software Of 2023
Contact Center Software helps businesses to improve customer engagement, increase productivity and efficiency and enhance customer experience. With the growing trend of omnichannel customer service, Contact Center Software has become a critical tool for businesses to meet the needs of their customers and stay competitive in the market.
Here are the 5 Top Contact Center Products of 2023 - in no particular order!
Zendesk Talk |
AirCall |
RingCentral Engage Digital |
Genesys Cloud CX |
Five9 |
Tool 1: Zendesk Talk
If you don't know about Zendesk Talk, are you even in the call center software game? Zendesk Talk is from Zendesk, a legend in customer service software, founded in 2007 and headquartered in San Francisco, California, USA. Zendesk has won several awards, including the 2020 Gartner Peer Insights Customers for Contact Center as a Service and the 2019 Stevie Sales & Customer Service Award. Zendesk Talk contact center software is also a preferred partner for companies like Slack, Airbnb, Shopify, Box, Squarespace and Uber.
With the Zendesk Talk contact center tool, businesses can purchase phone numbers from over 40 countries and automatically route incoming calls to the appropriate agents based on customizable rules. Zendesk Talk also offers features such as call recording, voicemail, call queuing, call waiting and call conferencing, as well as real-time analytics and reporting to help businesses monitor their call center performance.
The best part? Zendesk Talk Contact Center Software integrates seamlessly with other Zendesk products, including Zendesk Support and Zendesk Chat, as well as other third-party applications such as Salesforce, Shopify, and Slack. This integration helps businesses provide a more holistic and efficient customer service experience, ensuring customer inquiries and issues are resolved quickly and effectively. Isn't that awesome?
What You'll Love: Offers telephonic support, Allows cross-platform integrations, Security alerts and notifications, Basic reporting, Integration APIs provided.
Tool 2: AirCall
AirCall is the Larrisa Weems of Contact Center Software – resourceful and loaded with features! Founded in 2014 and headquartered in Paris, France, AirCall has won several prestigious awards, namely, G2's Best Software Companies for 2021, TrustRadius Top Rated Call Center Software for 2021 and SoftwareSuggest's Expert's Choice Award for 2021. Companies like Deliveroo, Glovo, Gorgias, OpenClassrooms, Kpler, Spotahome, Splyt, Drivy, Heetch and Hopper use AirCall to improve their communication channels and provide a better customer experience. Isn't that cool?
What's more? Using AirCall, businesses can start making and receiving calls using their existing devices and internet connection within a few clicks. The Contact Center Software also offers advanced features such as call recording, call routing, IVR, real-time analytics and integrations with tools like Salesforce, HubSpot, Zendesk and Slack, allowing businesses to streamline their workflows and improve productivity.
Aircall offers exceptional customer support, including 24/7 phone, chat, and email support, an extensive knowledge base, and a community forum. Wow, that's awesome!
What You'll Love: User-friendly interface, Remote-friendly, Mobile-app available, Predictive analytics, Easy to scale.
Tool 3: RingCentral Engage Digital
RingCentral Engage Digital is the granddad of Contact Center Software. Founded in 1999 under the name Dimelo, this contact center software was later acquired by RingCentral in 2018 and rebranded as RingCentral Engage Digital. The company is headquartered in Paris, France, with additional offices in London, Moscow, and New York. RingCentral Engage Digital won the prestigious UC Partner award for the best custom engagement solution in 2022. In fact, Gartner recognized RingCentral as a Leader in the Magic Quadrant for Unified Communications as a Service (UCaaS) for the eighth year in a row.
RingCentral Engage Digital is loaded with features. This cloud-based contact center software enables businesses to interact with customers across multiple digital channels, including social media, messaging apps, chat, email and SMS. RingCentral Engage Digital contact center software offers a seamless omnichannel communication experience, automated workflows, AI-powered chatbots, real-time analytics and reporting, customizable dashboards and advanced security features that comply with industry standards and regulations. Kudos, RingCentral Engage Digital!
What You'll Love: Workflow automation, Comprehensive dashboard, Easy to scale, Customization possible, AI and Machine Learning Capabilities.
Tool 4: Genesys Cloud CX
Genesys Cloud CX, formerly PureCloud, was founded in 2012 by Interactive Intelligence, a company based in Indianapolis, Indiana, USA. The company is headquartered in Daly City, California, USA. Genesys Cloud CX cloud center software has won prestigious awards such as the 2020 CRM Industry Leader Award in the Contact Center Infrastructure category and the 2020 Cloud Computing Excellence Award from TMCnet. Moreover, this cloud center tool works with brands like Coca-Cola, Vodafone, American Express, DHL and Emirates Airlines.
What's more? Genesys Cloud CX Contact Center Software provides omnichannel support, allowing customers to communicate through their preferred channels. Its intelligent routing capabilities use advanced algorithms to direct interactions to the most appropriate agent based on factors like skill set and customer priority. Genesys Cloud CX also includes AI-powered bots to handle routine inquiries and analytics and reporting tools for tracking KPIs and gaining insights into customer behavior. Three cheers for Genesys Cloud CX!
What You'll Love: Cloud-first, Advanced analytical capabilities, Allows cross-platform integrations, AI and Machine Learning Capabilities, Subscription-based.
Tool 5: Five9
Five9, would you be our savior from 6 to 9? Okay, bad pun! Founded in 2001 and headquartered in San Ramon, California, USA, Five9 has worked with companies like Airbnb, DocuSign, Expedia, Fitbit and Square. Five9 contact center software has won several awards, including the 2021 CRM Industry Leader Award for Contact Center Infrastructure and the 2020 Contact Center World Top Ranking Performer Award for Best Technology Innovation.
As a cloud-based Contact Center Software, Five9 requires no installation of on-premises hardware or software. The software easily scales up or down based on the changing needs of your business. It is intuitive and user-friendly, with drag-and-drop tools and a customizable interface.
Moreover, Five9 has multiple security and compliance certifications, including PCI DSS, HIPAA and SOC 2 Type II, to ensure that customer data is secure and protected. The software integrates with popular CRM, marketing automation and workforce management tools such as Salesforce, Zendesk, Microsoft Dynamics and Workday. Now, that's one powerful Contact Center Software!
What You'll Love: Easy to use, AI and Machine Learning Capabilities, Predictive Analytics, Cloud/ SaaS/ Web-based, Chat/ Email support available.
Summing Up
The Contact Center Software industry is constantly evolving and businesses must adapt to stay competitive. With the increasing demand for exceptional customer experience, choosing the right Contact Center Software solution is more important than ever. Cloud-based contact center tools have become popular due to their scalability, flexibility and ease of use. It is clear that this tool will play a significant role in shaping your business, so choose one that suits your needs and budget!
Frequently Asked Questions
What Are The Top 5 Contact Center Software Of 2023?
The top 5 Contact Center Software of 2023 include Zendesk Talk, AirCall, RingCentral Engage Digital, Genesys Cloud CX and Five9. These platforms offer a range of features such as call routing, IVR, real-time analytics and integrations with other tools like CRM systems and messaging apps.
What Features Do Contact Center Software Typically Include?
Contact Center Software typically includes features such as automatic call distribution (ACD), interactive voice response (IVR), customer relationship management (CRM) integration, workforce management tools and analytics and reporting capabilities. These features help businesses efficiently manage customer interactions across various channels and improve customer satisfaction.
How Do Contact Center Software Benefit Businesses?
Contact Center Software helps businesses improve customer engagement, increase productivity and efficiency and enhance the overall customer experience. With the growing trend of omnichannel customer service, Contact Center Software has become a critical tool for businesses to meet the needs of their customers and stay competitive in the market.
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