Top 10 Call Centre Software Options for 2019

Even in a world of chatbots, virtual assistants, and instant messaging, people still want phone support. When it comes to dealing with a complicated issue, like a software malfunction or a billing problem, people don’t want to talk to a bot over the web – they want to hear the voice of a sympathetic human being who is keen to deliver a solution. 

60% of customers say that they prefer to call small businesses on the phone, and the same trend can also apply to larger companies. If you want to deliver the sort of exceptional service that your consumers demand in the CX era, then you’ll need to start with the right call centre software. Fortunately, we’ve put together a host of call centre solutions, specifically designed for the 2019 customer service pioneer. 

10. PureCloud by Genesys

PureCloud is the cloud-based contact centre platform offered by Genesys – a leader in communications supplying some of the world’s best-known brands. Their platform provides a quick and scalable way to start building your call centre strategy with an intuitive interface, a flexible hosted environment, and access to in-depth analytics. It’s also easy to rely on a company that powers 25 billion of the world’s customer experiences each year. Features include:

  • Interactive voice response
  • Automatic call distribution
  • Call queuing
  • Interactive analytics dashboards
  • Omnichannel SMS, phone and email support
  • User profiles
  • Number porting

9. TalkDesk for Service

Created to support the ever-evolving enterprise team, Talkdesk provides a robust call centre solution that helps big teams manage individual calls at a rapid pace. Furthermore, everything you need for next-generation is bundled into one neat service, including CSAT and customer data analytics, actionable reporting, workforce management, and even industry-specific security features. Talkdesk also supports inbound call blocking to stop fraudsters in their tracks. Features include:

  • Inbound call blocking
  • Call summary notes and analytics
  • Voicemail transcription
  • Inter-agent collaboration tools
  • Call recording for compliance purposes
  • Call queues
  • Enterprise-class CX

8. Avaya Contact Centre

Avaya is one of the best-known brands in the call centre world – and for a good reason. According to the Avaya website, their company is responsible for serving about 90% of the Fortune 100. As well as this, the company has recently begun investing in a robust new approach to cloud, complete with extra R&D dollars devoted to everything from open APIs to intelligent algorithms. Furthermore, Avaya has clients in more than 175 countries and supports a range of on-premise, public, and hybrid cloud solutions. The service is most popular among insurance, education, and healthcare facilities, thanks to Avaya’s unique approach to security. Features include:

  • Reporting and analytics
  • Workforce optimisation tools
  • AI automation and bots
  • Smart matching and call routing
  • Mobile integrations
  • Avaya subscription services
  • Range of deployment options

7. Freshdesk

Freshdesk is a digital-first solution to call centre management, with one of the lowest pricing structures in the industry. If you’re running a small operation and you don’t need much functionality or a wide range of features to delight your audience, then Freshdesk is an excellent choice. Furthermore, this comprehensive cloud-based platform provides all the basic capabilities a call centre needs to function, including:

  • Intelligent support ticket management
  • Reporting and analytics
  • Security profiles
  • Automated email notifications
  • Multi-channel support for phone, email, chat, and social media
  • Agent collision detection for better scheduling

6. Nextiva Enterprise Cloud Call Centre

Nextiva contact centre solutions are simple and scalable tools intended for state-of-the-art customer experience management. Within the call centre environment, you’ll be able to delight and impress your customers with a highly modern contact centre experience, complete with real-time analytics and insights into each of your customers. Nextiva is also highly data-driven, so you can rest assured that you’re making decisions about your call centre based on real information. Features include:

  • Automatic routing and call forwarding
  • Call recording and logs
  • Quality monitoring and workforce management
  • Support for remote assistants
  • Interactive voice response customisation
  • Centralised voice, email, and chat functions
  • Powerful analytics dashboards

5. Cisco Unified Communications

The Cisco Unified Contact Centre Express is a component of Cisco’s complete Unified Communication portfolio. Cisco believes that bringing the back and front end of your communications strategy together is the easiest way to ensure a proactive and highly personalised experience for each of your customers. Built by one of the leading brands in the communication landscape, the Cisco Contact Centre offers incredible fault tolerance, comprehensive reporting, and also a wide range of business intelligence features. Furthermore, there’s custom interactive voice response available to help guide customers through their service journey. Features include:

  • Computer telephony integration
  • Seamless omnichannel management
  • Workforce optimisation features
  • Internal chat and collaboration features
  • Supervisor profiles
  • Intelligent routing
  • In-depth agent analytics and business intelligence

4. RingCentral 

RingCentral is a cloud-based call centre software solution with a huge presence in the UK. The company provides organisations with tools for state-of-the-art communication via voice, text, video, and also instant messaging. With a wide range of plans to suit virtually any size or style of business, RingCentral is a highly flexible option for today’s companies. Also, features such as auto-receptionists and intelligent routing will help you transform your customer experience strategy. Capabilities include:

  • Call recording and call logs
  • Message alerts for omnichannel contact centres
  • Integrations with a wide range of online tools including CRMs
  • Mobile apps for remote workers
  • Omnichannel routing
  • Agent management tools
  • Actionable analytics 

3. NICE InContact CXOne

If you’re looking for amazing enterprise-quality cloud communications, then NICE InContact has you covered. The CXOne scalable open-cloud platform is excellent for growing businesses and enterprise companies. CXOne isn’t just a global leader in contact centres; it’s also been named a leader in the Gartner Magic Quadrant for Contact Centre as a Service (CCaas). As well as this, CXOne is a leader in Cloud Contact Solutions according to Forrester. Features include:

  • Omnichannel routing
  • Reporting and analytics
  • Workforce optimisation and insights
  • Call recording for compliance
  • Support for multiple OS systems
  • Artificial intelligence integrations

2. Five9

Five9 is a forward-thinking company in the contact centre landscape, committed to bringing together everything a business needs for a complete customer service and sales environment. Furthermore, with a focus on enterprise-level businesses, Five9 delivers a host of workforce management tools, CTI screen pops, predictive dialling, and other capabilities to make your environment more efficient. It’s also a highly customisable tool that integrates well with your CRM system. Five9 has been named a leader in the Gartner Magic Quadrant for CCaaS for four years in a row. Features include:

  • Historical and real-time data reporting
  • Smart dialling and intelligent routing
  • On-screen caller information for agents
  • Workforce management tools and quality monitoring
  • Customisation via APIs and integrations
  • Self-service tools and AI
  • 100% cloud management

1. 8×8 X Series

The X-Series by 8×8 offers a highly modular approach to building the ideal contact centre environment. Businesses can choose the tools and services they need from a range of available packages to build a personal approach to CX. Whatever kind of contact centre you want to build, 8×8 has you covered with omnichannel routing, quality management, and also advanced AI speech analytics. Furthermore, 8×8 offers predictive diallers to connect the right customer to the correct agent every time. Features include:

  • Historical and real-time analytics
  • Drag-and-drop design IVR
  • Graphical customer journey analytics
  • Email, webchat, and social channel integration
  • Co-browsing
  • Customisable wallboards/dashboards
  • Speech analytics