10 Best Call Center Software & Contact Center Solutions [2024]

Gomathi Ramachandran Published On April 26th, 2024 Insights

“Optimize your call center experiences and enhance customer satisfaction with the below list of cutting-edge contact center solutions.”

Did you know that while innovation stands as one of the pillars behind a business’s success, the other lies in customer’s satisfaction?

Yes, what’s said is true! 

And as improved customer experiences come in sync with the growth and revenue of a business, have you ever wondered the magic that made it happen?

What is a Call Center Platform?

A call center software is a more organized tool that helps to streamline and manage all the communications happening between agents and customers/users.

Plus, the best contact center solutions will have features to monitor call routing, efficacy, analytics, and more.

Why should a Business use a Call Center Platform?

A call center application acts as a backbone of modern customer interactions that helps businesses attain positive ranks in the minds of customers thus leading to increased revenue. Other benefits include:

• Helps boost efficiency by automatically handling calls and managing tasks.
• Offers different tools for improving customer interactions.
• Delivers insights for tracking agent productivity and analyzing call performance metrics.

So it is because of these potential reasons, that many enterprises are upgrading their call center technology that offer customer support solutions that would help them drive overall success.

Next up,

How is the call center system different from a contact center solution?

A call center solution is a space where customers interact with businesses to get their queries resolved only through voice. Whereas, a contact center software expands beyond voice and offers support through emails, chats, and even social media too.

Further, below is a clear-cut breakdown explaining the differences between call center vs contact center.

Call Center	Contact Center
Voice-alone	Voice, video, chat
Single-channel	Omnichannel
Engagement limited	Improved engagements
Not adaptable	Adapts to changing customer preferences

Must-have features of a remote contact center solution?

Listed below are some of the features that support centers must have to operate in a remote environment:

• Agents should have access to a standardized virtual desktop to handle calls from any location.
• Should facilitate remote collaborations and chats by making use of cloud call center software
• The system must have implemented advanced cybersecurity protocols to guard sensitive information.
• Despite the remote location, supervisors must have access to agents’ call reports.
• Should allow for flexible workforce management supporting different time zones.

Thus, by having these features incorporated, businesses can foresee excellent operational continuity.

10 Best Call Center Platforms Of 2024

1. MirrorFly

With us (Yes, MirrorFly), build a completely customizable contact center solutions with all modern services and omnichannel communication services that would help agents interact efficiently with customers.

Plus, by integrating our solution, you can get access to 500+ video, voice, and chat features, all of which deliver superior CX and agent experiences across platforms.

Just not these, our customer contact center software caters to a wide range of use case, starting from telecom and e-commerce to healthcare, banking, and transport.

Best For:
1:1 and group chats, video and audio calls, online conferencing, multimedia sharing, VoIP, and more.

Other Key Spec

• Integrations: You can hire our developers to get integration support on our SDKs.
• Platform: Android, iOS, Web
• Support: Round-the-clock assistance in case of any issues. 

What are the Pricing Methods?

Offers Twin Pricing Model – Pay-as-you-go and self-hosted solution.

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2. NICE CXOne

“Transform Support With Rich Call Center Platform”

NICE CXOne is an enterprise-grade call center service provider that is built mostly for large enterprises with detailed customer service needs. 

Along with customized pricing options, a good interface, quality management options, and an extensive feature set, it is helpful for businesses dreaming of topping the customer engagement criteria. 

Best For:

Live chats, analytics, reporting and tracking, workflow management tools, 

Pricing: Starts at $100 per month

3. TalkDesk

“Platform That Powers Your Contact Center Solutions“

TalkDesk support provider offers a scalable call center experience to businesses of all sizes, and those who are seeking omni channel communication channels.

Its pricing can be customized based on requirements and is suitable for remote working as all the operations can be hosted onto the cloud. 

Best For:

Screen recording, call monitoring, social media integrations, customer portal

Pricing: Starts from $75 per user per month

4. TeleCMI

“Modernize your communication with our futuristic Call Center Solution“

TeleCMI provides flexible cloud contact center services to streamline business workflows for SMEs and Corporates. This omnichannel contact center platform combines futuristic features, ease of usage, budget-friendliness, and robust collaboration, making it ideal for every business. It also supports global and domestic calling in a single intuitive dashboard without the need to purchase two different plans.

Best For:
AI-based single-click integrations, customized reporting, end-to-end call management, analytics and more

Pricing: Basic plan starts from $13 per user per month

 

Ready to Build Self-hosted Contact Center solution For Your Business

Request Demo

5. Five9

“The Best Call Center Solution For All Kinds Of Businesses“

Five9 helps agents connect with customers or users on different channels, both the traditional and modern ways. Additionally, it stands as an ideal choice for enterprises that need versatility in managing interactions.

Its usage is simple and supports integration into any existing platform or equipment.

Best For:

Predictive dialers, agent reporting boards, call recording, callback capabilities

Pricing: Starts from $149 per user per month

6. RingCentral

“Call Center Technology to Streamline Customer’s Experience.”

RingCentral is for those businesses wanting to streamline their customer interactions by providing a unified portal. Its pricing can be customized based on business needs.

Though RingCentral is a traditional support company, its multichannel features could pave the way for enhanced customer satisfaction.

Best For:

Smart routing, AI-based integrations, agent assistance, reporting, and analytics

Pricing: Starts from $19.99 per user per month

7. Genesys CloudCX

“Contact Center Solutions For Exceptional UX/CX”

Want an omnichannel customer engagement for your business? Genesys CloudCX comes as the best option in the market whose features can be tailored to meet the needs of the business.

Plus, its services can be hosted onto the cloud thus making it easy for remote working. 

Best For: Screen sharing, co-browsing, workforce management integrations, AI integrations, chatbots.

Pricing: Starts from $75 per user per month

8. Dialpad

“Redefining Call Center Technology In The Best Way Possible“

Dialpad is yet another cloud-based communication solution provider that offers modern conferencing and chat capabilities, along with a call center application. 

Plus, Dialpad was designed to cater to both inbound and outbound calling needs. Likewise, their pricing can be customized based on user needs.

Best For:

Call sentiment analysis, analytics, history, callbacks, predictive dialing, AI-scripting

Pricing: Starts from $15 per user per month.

9. Twilio Flex

“Portal To Power Up Your Contact Center Solutions“

Twilio Flex is a programmable voice platform that offers 3X times great customer experiences with its customizable nature and flexible pricing modules. 

And if you do not have developers to build a robust solution, you can hire theirs or simply use their voice APIs to incorporate features to your application to make yours an enterprise-level call center solution.

Best For:

Reporting, scripting, note-taking, voice interactions, voice recognition, flexible APIs

Pricing: Starts from $1 for an hour of active user

10. AirCall

“Technology To Amplify Customer Call Center Experience”

While the majority of the other service providers cater to large-scale businesses, AirCall is designed for small and mid-sized businesses. Its features are quite friendly, and extensive, offer subscriptions, and mostly revolve around voice interactions. 

Additionally, their AI-based capabilities help assist agents during customer interactions.

Best For:

Call routing, analytics, outbound calls, callback

Pricing: Starts from $30 per month

11. 8×8

“The Most Simplified Contact Center Solution”

8×8 excels in every matrix of communication, scalability, flexibility, collaboration, and features, thus making it an ideal choice for businesses of varied sizes.

Plus, it can be integrated into any software, application, or communication solution to make customer engagements better and flexible.

Best For: Multichannel routing, reporting, CRM integrations, analytics

Pricing: Starts from $85 per user per month

Conclusion

To put it in a nutshell, enterprises can drive exceptional results and revenue by investing in the right call center platforms.

Though you have the opportunity to build software from scratch, by integrating MirrorFly’s contact center solution, you can save time and drive 10x times superior CX and agent experiences.

So, if you are ready to take off with us, simply book a demo or reach out to our experts.

Frequently Asked Questions (FAQ)