Top 15 Contact Center Software For 2024 [Ranked]
Published On July 24th, 2024 Communication
Want the best contact center software to deliver the best customer support experience?
Here are our 15 best picks for your business.
In a Statista survey, more than forty percent of consumers prefer to contact brands over the phones and instant messaging. If you ignore this channel, you can lose out on important opportunities to engage with your customers.
Contact center software, fortunately, has grown to meet the needs of modern organizations. It provides effective means of managing and tracking phone conversations, improving the overall satisfaction of both customers and employees.
However, choosing the best contact center software is essential for the success of your company given the wide range of options readily available.
We’ll evaluate the main features, and cost of the top contact center software in this detailed guide.
Table of Contents
What Is A Contact Center Software?
Contact center solution is a collection of software that helps a business to easily manage customer communication across multiple channels. This solution manages incoming calls by directing the call based on the number that the user has dialed. It uses a database that contains instructions on how to handle different types of calls.
Top 15 Contact Center Software For 2024 – Industry Choice
Looking for a contact center software that meets your needs? Let us help you find the perfect one. Here is a curated list of the most popular contact center software along with their features and pricing details.
1. MirrorFly
The 100% customizable contact center software!
MirrorFly is a world-leading in-app communication solution that offers white-label video, voice and chat features to build your own chat platform. And when it comes to MirrorFly’s customizable contact center service, you can find interactive capabilities to deliver the best customer experience.
The set up is very simple: you can add the features quickly, and white-label them as if built in-house. One another highlight is that you can deploy your app in your company’s own hardware infrastructure or on MirrorFly’s cloud servers.
What Are The Key Features Of MirrorFly?
MirrorFly: Key Features
| Private 1-to-1 Chat | One-to-One Calls |
| Group Chat | Group Calls |
| Conferencing | On-Demand Translation |
| HD Video & HQ Audio | Audio Output Selection |
| Answer via Call Kit | Auto-Reconnect |
| Delivery & Read Receipts | Presence & Typing Indicators |
| Media Storage | Call History |
| Chat Tags | Chat Mentions |
| Recent Chats | Chat History |
What Is The Pricing Of MirrorFly?
MirrorFly comes in 2 different pricing models:
1. SaaS / Cloud
This is a subscription pricing model with 2 plans:
For 5K users/ month:
- Essentials: Starting at $399
- Premium: Starting at $999
2. SaaP/ Custom
This is a custom plan where you need to pay only once to purchase the complete solution.
- Contact MirrorFly experts for more information.
Why Did We Choose MirrorFly?
MirrorFly offers real-time communication features that offer excellent scalability and customization options that are perfect for a wide range of use cases, including voice, video, and messaging.
2. Sprinklr
Comprehensive social media management and customer experience platform
Sprinklr offers a comprehensive contact center solution that makes use of AI and machine learning to enhance customer experiences. Their platform integrates seamlessly with various communication channels, including social media, messaging apps, and traditional voice calls.
Additionally, the software includes tools for quality management and compliance, ensuring that interactions meet regulatory standards. Sprinklr’s contact center solution is particularly well-suited for large enterprises with complex, multi-channel customer service needs.
What Are The Key Features Of Sprinklr?
Sprinklr: Key Features
- Omnichannel engagement
- AI-powered insights and analytics
- Social media management
- Customer care automation
- Workflow management
- Real-time reporting
- Content marketing tools
- Advertising management
- Reputation management
- Voice of the customer analysis
What Is The Pricing Of Sprinklr?
- Self-service: $199
- Enterprise: Custom pricing
Why Did We Choose Sprinklr?
Sprinklr stands out for its comprehensive approach to customer experience management, integrating social media, marketing, and customer service into a single platform powered by AI.
3. Webex Contact Center
Enterprise-grade cloud contact center solution
Webex Contact Center, part of Cisco’s collaboration suite, is a cloud-based solution that offers omnichannel support, allowing agents to handle interactions across voice, email, chat, and social media from a single interface.
With its focus on collaboration, the platform enables easy escalation to video meetings or screen sharing when needed.
What Are The Key Features Of Webex Contact Center?
Webex Contact Center: Key Features
- Omnichannel routing
- IVR and self-service options
- Workforce optimization
- Analytics and reporting
- CRM integrations
- Predictive dialing
- Quality management
- Speech and text analytics
- Outbound campaign management
- Collaboration tools integration
What Is The Pricing Of Webex Contact Center?
Webex contact center services are available for a custom pricing. You may need to contact their team for the details.
Image: https://pricing.webex.com/us/en/hybrid-work/contact-center/
Why Did We Choose Webex Contact Center?
Webex Contact Center is chosen for its robust enterprise-level features and seamless integration with other Cisco collaboration tools, making it ideal for businesses already using or planning to use the Webex ecosystem.
4. Talkdesk
AI-powered cloud contact center platform
Talkdesk offers a modern, cloud-native contact center solution with a strong focus on AI-driven features and automation. The software offers a wide range of features, including intelligent routing, workforce management, and quality management tools.
Talkdesk offers customizable dashboards and real-time reporting, enabling managers to monitor performance and make data-driven decisions. The software is known for its user-friendly interface and quick deployment, making it accessible to businesses of all sizes.
What Are The Key Features Of Talkdesk?
Talkdesk: Key Features
- Omnichannel support
- AI-powered virtual agent
- Workforce management
- Quality management
- Real-time and historical reporting
- CRM integrations
- Customizable dashboards
- Automated call distribution
- Speech analytics
- Mobile agent support
What Is The Pricing Of Talkdesk?
- CX Cloud Digital Essentials: $85 USD / user/ month
- CX Cloud Essentials: $85 USD / user/ month
- CX Cloud Elevate: $115 USD / user/ month
- CX Cloud Elite: $145 USD / user/ month
Why Did We Choose Talkdesk?
Talkdesk is selected for its innovative AI-driven features, ease of use, and ability to scale with growing businesses, making it suitable for both SMBs and enterprises.
5. GoTo Connect
Unified communication solution and contact center solution
GoToConnect, formerly known as Jive, offers a unified communications and contact center solution that combines voice, video, and messaging capabilities. The platform provides a range of features for inbound and outbound calling, including IVR, call queuing, and advanced routing options.
With its flexible pricing model and scalable architecture, GoToConnect can accommodate growing businesses and changing needs.
What Are The Key Features Of GoTo Connect?
GoTo Connect: Key Features
- Cloud PBX
- Video conferencing
- Team messaging
- Contact center functionality
- IVR and call routing
- Call analytics and reporting
- Mobile and desktop apps
- Unlimited domestic calling
- Voicemail-to-email
- Integration with popular business tools
What Is The Pricing Of GoTo Connect?
GoTo Connect offers 4 different plans:
- Phone System
- Customer Engagement
- Complete CX
- Contact Center
Why Did We Choose GoTo Connect?
GoTo Connect is chosen for its all-in-one approach, combining unified communications with contact center capabilities, making it an attractive option for businesses looking to streamline their communication tools.
6. Aircall
Cloud-based phone system with contact center features
Aircall offers a flexible, cloud-based phone system that integrates easily with various CRM and helpdesk tools, making it particularly suitable for small to medium-sized businesses. Aircall emphasizes mobility, offering fully-featured mobile apps that enable agents to work from anywhere.
Aircall also offers features for call recording and quality management, helping businesses maintain consistent service standards.
What Are The Key Features of Aircall?
Aircall: Key Features
- One-click integrations with CRM and helpdesk tools
- IVR and call routing
- Call whispering and monitoring
- Real-time dashboards
- Analytics and reporting
- Power dialer
- Voicemail transcription
- International numbers
- Call recording and tagging
- Mobile app for iOS and Android
What Is The Pricing of Aircall?
Aircall offers three main pricing tiers:
- Essentials: $40
- Professional: $70
- Custom: Tailored pricing for larger teams
Why Did We Choose Aircall?
Aircall is selected for its user-friendly interface, extensive integration capabilities, and scalability, making it an excellent choice for growing businesses that need a flexible phone system with contact center features.
7. Zoho Desk
Customer service software with built-in contact center capabilities
Zoho Desk is part of the broader Zoho products. It allows businesses to manage customer interactions across email, phone, chat, and social media from a single interface.
The software also includes tools for knowledge management and self-service, empowering customers to find answers independently.
What Are The Key Features of Zoho Desk?
Zoho Desk: Key Features
- Multichannel ticketing system
- AI-powered assistant (Zia)
- Customer self-service portal
- Team collaboration tools
- Customizable dashboards and reports
- SLA management
- Workflow automation
- Knowledge base
- Time tracking
- Integration with other Zoho apps and third-party tools
What Is The Pricing of Zoho Desk?
Zoho Desk offers several pricing tiers:
- Standard: ₹1300/ user/ month
- Professional: ₹2100/ user/ month
- Enterprise: ₹3200/ user/ month
Why Did We Choose Zoho Desk?
Zoho Desk is chosen for its comprehensive feature set, affordability, and seamless integration with other Zoho products, making it an excellent choice for businesses already using or considering the Zoho ecosystem.
8. NICE CXone
Enterprise-grade cloud contact center platform
NICE CXone is a comprehensive, AI-powered cloud contact center platform designed for businesses of all sizes, with a focus on delivering exceptional customer experiences.
With its scalable architecture and enterprise-grade security features, NICE CXone is particularly well-suited for large organizations with complex contact center needs. The platform also offers tools for quality management and compliance, ensuring interactions meet regulatory standards.
What Are The Key Features of NICE CXone?
NICE CXone: Key Features
- Omnichannel routing
- Workforce optimization
- Analytics and reporting
- Automated quality management
- AI and machine learning capabilities
- Customer journey analytics
- Interaction analytics
- Outbound dialer
- CRM integrations
- Open cloud foundation
What Is The Pricing of NICE CXone?
Interactions Orchestration
- Digital Agent: $71/ month
- Voice Agent: $94/ month
- Omnichannel Agent: $110/ month
Orchestration, Optimization and Analytics
- Essential Suite: $135/ month
- Core Suite: $169/ month
- Complete Suite: $209/ month
Why Did We Choose NICE CXone?
NICE CXone is selected for its comprehensive suite of features, scalability, and focus on AI-driven customer experience optimization, making it suitable for businesses seeking an enterprise-grade contact center solution.
9. Five9
Intelligent cloud contact center platform
Five9 offers a robust, cloud-based contact center solution with a strong emphasis on AI and automation to improve both agent productivity and customer experience.
The software also includes features for compliance and security, helping organizations meet industry standards and protect sensitive data.
What Are The Key Features of Five9?
Five9: Key Features
- Intelligent routing
- Omnichannel support
- AI-powered virtual agent
- Workforce optimization
- Performance dashboard
- Predictive dialer
- Speech recognition and analytics
- CRM integrations
- Customizable reports
- Gamification
What Is The Pricing of Five9?
Five9 avails 5 pricing bundles:
- Digital (Digital-only): $175 USD / month
- Core (Voice-only): $175 USD / month
- Premium (Digital + Voice): $235 USD / month
- Optimum (Digital + Voice + WEM): $290 USD / month
- Ultimate (Digital + Voice + WEM + Analytics): $325 USD / month
Why Did We Choose Five9?
Five9 is chosen for its advanced AI capabilities, extensive feature set, and ability to handle complex contact center needs, making it a strong choice for businesses looking for a sophisticated, scalable solution.
10. Vonage
The modern contact center solution!
Finding a contact center with an auto-dialer and AI can be a bit hard. But Vonage has them! If you are looking to get both the hardware and software for your contact center at the same place, Vonage is a great option to choose.
Vonage also offers the option to analyze calls after your agents have handled them. They also let you add CRM capabilities from third parties, so you can extend your support functionalities for your users.
What Are The Key Features Of Vonage?
Vonage: Key Features
| Usability | Desktop phone handset |
| Integrations | Call flip |
| Business Inbox | Intuitive reporting and tracking |
| Caller ID | Call group |
| Customer service | Extensions |
| Instant messaging | Auto dialer |
| Call recording | Call queues |
| Voicemail | Call forwarding |
What Is The Pricing Of Vonage?
Below mentioned is the cost per user per month for respective Vonage plans:
- Mobile: $13.99
- Premium: $20.99
- Advanced: $27.99
Why Did We Choose Vonage?
Vonage is the reliable contact center solution because of its adaptability, which includes an extensive range of communication capabilities customized to meet the demands of organizations.
11. Twilio
The most flexible contact center solution!
Twilio Flex is a digital engagement hub for sales and support teams that offers total control communication experience over multiple communication channels. When you integrate Twilio Flex, you can add customizable channels, dynamic interfaces, and insights.
With contact profiles driven by CRM and intelligent routing, agents can handle all channels from a single dashboard: VoIP, email, chatbots, and messaging apps like WhatsApp and SMS.
What Are The Key Features Of Twilio?
Twilio: Key Features
| Real-time channel monitoring | Unified agent desktop |
| Intelligent routing | Task management systems |
| Comprehensive customer interaction history | Advanced routing algorithms |
| Sentiment analysis | Skills-based routing |
| Real-time collaboration tools | Advanced speech and text analytics |
| Real-time monitoring | Customizable reporting dashboards |
| Fraud detection and prevention | Advanced encryption protocols |
| Regular security audits | GDPR or HIPAA compliance |
| Role-based access controls | Secure data storage |
What Is The Pricing Of Twilio?
- Free trial: $0.00
- Per-hour pricing: $1.00 (per active user hour)
- Per-user pricing: $150 (per named user)
Why Did We Choose Twilio?
Twilio is a platform that is developer-friendly and has extensive API capabilities, making it easy to integrate and customize communication solutions.
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12. Zendesk
The all-in-one contact center solution!
Zendesk Talk is an all-inclusive cloud-based platform designed for customer communication management.
Consumers can make and receive calls via phone or web.
And guess what, it aligns perfectly with your online customer experience. This is the reason why the platform is trusted by 169,000 businesses in more than 160 countries.
What Are The Key Features Of Zendesk?
Zendesk: Key Features
| Better customer experiences | Reporting and analytics |
| Automation | Security and compliance |
| Macros | |
| Agent workspace with customer context | Sales engagement tools |
| Privacy preference center | Ticketing system |
What Is The Pricing Of Zendesk?
Below mentioned is the pricing plans of Zendesk for 5 agents per month:
- Suite Team: $55
- Suite Growth: $89
- Suite Professional:$115
- Suite Enterprise: Custom
Why Did We Choose Zendesk?
With its omnichannel features, Zendesk is a unified customer support platform that simplifies interactions across all channels and offers deep customer insights.
13. RingCentral
Highly secure contact center services!
RingCentral is a voip phone system that runs in the cloud and works with desktop and mobile devices. RingOut is one of its most notable features, enabling one-touch calling from any phone or computer with internet access.
In addition, it provides strong call delegation and responding guidelines for effective call forwarding to the right individual.
What Are The Key Features Of Ringcentral?
RingCentral: Key Features
| Business or toll-free phone numbers | Visual voicemail and voicemail-to-email |
| Business SMS | Call recording |
| Multi-level auto attendant | Interactive Voice Response (IVR) |
| Video meetings for 200 or more participants | Real-time analytics |
| File sharing | Team messaging |
| Call management | Call log reports |
| Internet fax | Device status reports and alerts |
| Voicemail-to-text | Single sign-on (SSO) |
| Hot desking | Advanced call-handling tools |
| 100 to 10,000 toll-free minutes | Unlimited storage |
What Is The Pricing Of RingCentral?
- Ring Cx: $65/agent/month
- RingCentral Contact Center: Custom plan
Why Did We Choose RingCentral?
Ringcentral is an all-in-one communication platform that improves the efficiency of agent-customer communication by integrating text, video, call, and collaboration features.
14. Dialpad
The user-friendly contact center solution!
For all client interactions across multiple channels, Dialpad AI Contact Center service provides a single app that can be used on any device. Its setup is simple and quick, and it interacts with popular CX systems like Salesforce, Zendesk, and HubSpot.
The use of AI makes it possible for real-time chatbot self-service, sentiment analysis, agent coaching, and voice transcription.
What Are The Key Features Of Dialpad?
Dialpad: Key Features
| Call Center | Call recording |
| Voicemail | Call forwarding |
| CRM integrations | Call transcriptions |
| Call logging | Call purpose |
| Call routing | Auto attendant |
| Call monitoring | Conferencing |
| Dialpad Everywhere | Voice Intelligence |
What Is The Pricing Of Dialpad?
Below mentioned are the details of monthly plans of Dialpad charged per user/ month:
- Essentials: $80
- Advanced: $115
- Premium: $150
Why Did We Choose Dialpad?
With AI-powered features for audio, video, and text, Dialpad is a cloud-based communication solution that encourages better customer interactions as well as effective business operations.
15. LiveAgent
The most popular contact center solution!
LiveAgent is well-known for its customer service solutions with 50+ interactive capabilities. The highlight of LiveAgent is its IVR system that comes with easy navigation, ensuring that your customers reach out to you for assistance without any hassle.
Since LiveAgent has been in this contact center service for a while now, the platform has well structured its system, so that customers do not wait for long in the queue.
What Are The Key Features Of LiveAgent?
| Live chat | Hybrid ticket stream |
| Contact forms | Audit log |
| Chat invitation gallery | Chat embedded tracking |
| Chat distribution | Emails |
| Liveagent geoip | Helpdesk software |
| Email to ticket | Internal calls |
| Call Center | Automated routing |
| Chat button | Customer portal |
| Ticketing | Ticket management |
| Analytics overview | Attachments |
What Is The Pricing Of LiveAgent?
LiveAgent offers 4 different pricing plans. Below are the monthly pricing for 1 agent/ month.
- Small: $9
- Medium: $29
- Large: $49
- Enterprise: $69
Why Did We Choose LiveAgent?
For effective customer service management, LiveAgent is a versatile help desk software that combines ticketing, live chat, and social media integration. It offers omnichannel support.
Conclusion
Finally, we’ve come to the end of the article. We analyzed the top 7 contact center software for your business, their features and pricing. This is sufficient to make an informed decision on the best support service for your business.
If you’d ask me, I’ll recommend you to try MirrorFly for its ease of use and customization options. It offers an extensive range of features for connecting brand agents and customers, without any complexities. You can learn more about MirrorFly on the official website.
Want to know more? Comment below your queries and we’ll get back to you with the answers soon!
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Gomathi is a product marketing buff, who is passionate about bringing meaningful strategies and approaches that redefines the modern messaging experience for users. She loves exploring the world of in-app communication with all of her heart.
