18 of the Best Contact Center Software Solutions to Consider

Solutions Reviews has compiled a list to spotlight some of the best enterprise CRM software solutions for larger companies to consider working with. Solutions Review participates in affiliate programs. We may make a small commission from products purchased through this resource.

A company’s interactions with its customers are a driving force behind its ever-evolving marketing, sales, and service strategies. This is why companies turn to call and contact center technologies to help their service interactions become part of an ongoing customer relationship. However, finding the best contact center software for your company’s unique needs is easier said than done. Not every solution will have the features your team needs to provide memorable customer service experiences.

With that in mind, Solutions Review has developed this list of top-rated call and contact center software platforms to help connect businesses of all sizes with some of the leading providers in the marketplace. The Solutions Review editorial team selected these solutions based on each provider’s Authority Score, a meta-analysis of user sentiment through the web’s most trusted business software review sites, and our proprietary five-point inclusion criteria. The list is organized alphabetically.

The Best Contact Center Software Solutions to Consider

Aircall

Description: Aircall is a cloud-based customer communication and engagement platform designed to help sales and support teams across industries drive productivity, maximize customer satisfaction, and improve employee experiences. With its business phone system, companies can access a collection of conversational tools and features. These include custom call routing, Interactive Voice Response (IVR), business text messaging, unlimited concurrent calls, call transcriptions, desktop notifications, click-to-dial, analytics tracking, call monitoring, Single Sign-On, AI-generated call summaries, team collaboration, and more. Aircall can integrate with leading sales, marketing, and other technology platforms, including Salesforce, HubSpot, Slack, and Shopify.

Bitrix24

Description: Bitrix24 is a business software provider that focuses on equipping companies of various sizes with the tools they need to succeed. The company’s CRM platform includes features specifically developed to help retail businesses create personalized shopping experiences, increase brand loyalty, boost sales, and improve conversions. It also offers an “all-in-one” communication platform for contact centers, allowing users to manage customer communications from the same platform. Features include built-in telephony, live chat, web forms, IVR, social media integrations, phone call recording, video conferencing, call queuing, mobile access, AI-powered bots, call routing, data retrieval, and more.

CloudTalk

Description: CloudTalk is a “next generation” business calling software designed to help customer support and sales teams automate workflows, streamline customer interactions, and optimize experiences. It provides three primary products: an inbound call center, an outbound call center, and a business phone system. These offerings can equip users with business-calling tools and features to maximize performance. Specific features include three-way calling, smart dialers, custom campaigns, call queuing, real-time dashboards, call monitoring, SMS, toll-free numbers, international calls, Single Sign-On, AI-powered call recording, inbound calling journey management, and more.

Dialpad

Description: Dialpad is an AI-powered customer intelligence platform for small businesses and enterprises across the education, healthcare, technology, real estate, legal, retail, and professional services markets. With the Dialpad AI Contact Center, companies can improve their customer service experiences by streamlining employee coaching efforts, tracking adherence to company best practices, and monitoring customer satisfaction. Its AI-powered features cover everything from chatbots to conversation scorecards, automatic call summaries, omnichannel calling, real-time speech-to-text translation, automated callbacks, customer sentiment analysis, and integrations with other leading technologies.

Freshworks

Description: Freshworks provides business software solutions designed to be ready to go right “out of the box.” Alongside its marketing, sales, and service solutions, the company offers Freshcaller, a scalable, cloud-based contact center platform. Freshcaller comes equipped with advanced voice AI capabilities, inbound routing, call recordings, post-call transcripts, call-lifecycle information, agent performance monitoring, speech-enabled IVR, automated call distribution, call queue management, conference calling, Caller ID, virtual holds, custom agent statuses, and more. Freshcaller can integrate with marketing, sales, and service platforms, including all the solutions available in Freshworks’ suite.

Genesys

Description: Genesys is an AI-powered experience orchestration platform designed to help organizations accelerate growth, improve workforce engagement, provide memorable customer experiences, maximize efficiency, and drive operational improvements. With its cloud-based call center software, Genesys provides businesses with workforce engagement management (WEM), automatic call distribution (ACD), interactive voice response (IVR), self-service, cloud telephony, inbound calling, outbound calling, analytics, reporting, automation, AI-powered routing, conversational chatbots, predictive engagement, and other capabilities to help brands deliver unique, personalized experiences.

Gladly

Description: Gladly is an “all-in-one” customer service solution that equips human agents with the artificial intelligence (AI) technology they need to save costs, boost revenue, and build brand loyalty. The company’s product suite includes the Glady Hero, Gladly Hero AI, and Gladly Sidekick offerings. Together, these tools can provide users with a real-time understanding of who their customers are, unify customer conversations, provide customers with personalized self-service tools powered by AI, unlock real-time insights into company performance, reduce inbound volume, and drive overall revenue growth. Gladly’s platform can integrate with various e-commerce platforms and apps, including Shopify, Big Commerce, Klaviyo, and more.

Google Cloud

Description: Google Cloud Platform is a cloud computing service suite that provides companies with several modular cloud services, including data storage, computing, data analytics, machine learning, and other management tools. Included in that suite is the Contact Center AI solution. It can help businesses lower costs, free up their human agents’ time, and provide customers with AI-powered human-like experiences. Its features include virtual agents, a drag-and-drop visual flow builder, real-time agent assistance, and analytics to help users identify call drivers, monitor customer sentiment, and improve call outcomes with tailored customer interactions.

Nextiva

Description: Nextiva offers multiple CRM products to align with the needs of organizations in varying industries. The vendor’s sales and marketing solution portfolio features tools to tackle traditional sales and customer service challenges. The company also offers a flexible, scalable, AI-powered, enterprise-grade contact center solution. Its features include a built-in auto dialer, omnichannel customer communications, automated outbound campaigns, workforce optimization, automatic transcriptions, unified reporting across channels, AI-powered call summaries, skills-based call routing, speech-enabled IVR, AI-powered bots, multi-channel conversational histories, and more.

NICE

Description: NICE is a global provider of cloud-based and on-premises enterprise software solutions for healthcare, retail, financial services, insurance, telecom, travel, outsourcers, and government organizations. Its NICE CXone solution includes a contact center product that can be configured to the needs of multiple industries, helping businesses improve customer communications, accelerate financial success, create a workplace of engaged employees, curate frictionless customer experiences, protect consumers with pre-built compliance solutions, and leverage AI and automation technologies to increase agent retention and reduce costs.

Ozonetel

Description: Ozonetel is a cloud-based telephony solution provider that helps businesses communicate with customers across all channels, including email, social media, SMS, voice, and chat. With its AI-powered, cloud-based call center software, Ozonetel provides companies with the capabilities to improve customer interactions. Those capabilities include call management tools, analytics for tracking customer communications, custom marketing campaigns, auto-dialers, Interactive Voice Response (IVR), live call monitoring dashboards, automated callbacks, transcriptions, real-time speech analytics, voice bots, chatbots, and more.

Qualtrics

Description: Qualtrics is the creator of the “Experience Management (XM)” service category and works with organizations to improve and manage their customer, employee, product, and brand experiences. The XM Platform is designed to help users create customer-centric products and develop memorable brand identities that attract, retain, and delight customers. Its customer service solution suite includes a contact center equipped with closed-loop follow-ups, voice-based analytics, action planning, customizable alerts, and other tools for delivering personalized experiences that retain customers.

Salesforce

Description: Salesforce offers one of the most expansive and complete CRM products. The platform includes the company’s sales and marketing applications, most notably the Sales and Marketing Clouds, Service Cloud, Analytics Cloud, App Cloud, and IoT service. Its Service Cloud suite includes Contact Center software built directly into the CRM and natively integrated with Einstein 1. Capabilities include embedded telephony support, real-time transcriptions, AI-powered agent recommendations, live chat, omnichannel messaging, automated outbound messages, out-of-the-box integrations, omnichannel call routing, real-time metrics, and tools for improving agent productivity, engagement, and coaching.

Talkdesk

Description: Talkdesk is a global cloud-based contact center leader for enterprises in the communications, financial services, government, education, healthcare, life sciences, retail, transportation, hospitality, and other markets. With Talkdesk CX Cloud, the company contact center solution, businesses can use AI-powered functionalities to improve workforce engagement, facilitate customer self-service, optimize omnichannel interactions, and more. Its capabilities cover everything from custom routing to generative AI-powered analysis, virtual agents, task automation, quality management, and integrations with leading technology platforms.

TeleCMI

Description: TeleCMI is an intelligent business conversation platform that offers virtual number services, SMS messaging, toll-free number services, international business number solutions, phone call APIs, a cloud contact center, and hosted PBX solutions. The company’s AI-enabled Contact Center CX Software includes features for AI call distribution, centralized agent management, speech-to-text transcriptions, call recording, inbound calling, outbound calling, custom Caller IDs, omnichannel communication tools, call analytics reports, call forwarding, agent monitoring, and integrations with CRMs like Zoho, Salesforce, and Pipedrive.

UJET

Description: UJET is a cloud-based content center platform that provides businesses with AI-powered solutions for empowering agents, optimizing customer journeys, driving automations, and more. The platform is built on a cloud-native architecture with a mobile-first, CRM-centric approach to contact center management. Its features include real-time analytics, predictive intelligence, automation, omnichannel messaging, dynamic call routing, virtual agents, IVR tools, conversational AI, automatic ticket management, AI-powered agent assistance, outbound calling, and integrations with leading CRMs, which allow companies to maintain consistent, up-to-date customer records.

Zendesk

Description: Zendesk provides customers with a CRM experience focused on customer service and sales needs. With Zendesk for Service, companies can personalize customer experiences, build loyalty, and boost revenue. Its service solution includes integrated voice software equipped with interactive voice response (IVR) routing, group routing, after-hours routing, cross-channel reporting, call monitoring, call recording, and various tools for protecting customer privacy. Users can extend the platform’s functionalities with third-party integrations for other call center solutions, including Dialpad, Aircall, NICE, Zoom, and others.

Zoho Voice

Description: Zoho is a multinational company specializing in software development, cloud computing, and web-based business tools. It offers a collection of products and applications across major business categories. With Zoho Voice’s cloud-based content center software, companies can help their agents work faster, smarter, and more collaboratively. Features include virtual phone numbers, call analytics, Interactive Voice Response (IVR), call queues, queue performance metrics, call monitoring, automated outbound calling, call transfer, three-way interactions, two-way SMS services, inbound calling, transcriptions, agent-to-agent calling, text-to-speech messaging, and more.