Vendor
Rank
Genesys
#1
Five9
#2
Nice inContact
#3
RingCentral
#4
Talkdesk
#5
Quality
Installation
Support
Reliability
Features
Price
User Reviews
4.4
Read Reviews
4.6
Read Reviews
4.3
Read Reviews
4.0
Read Reviews
3.6
Read Reviews
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Call Center Offering Overview
Most Popular Call Center PlanCloud Call CenterBlended Contact CenterHosted Contact CenterAdvancedPro
Monthly Costs Range3 tiers, ranging from $69.99 - $129.99By Quote OnlyBy Quote OnlyBasic $99.99/month/user, Advanced $119.99/month/user, and Ultimate $179.99/month/userRegular for $29/mo, Pro for $55/mo, Enterprise for $99/mo
Requires ContractNo - Pay as you go monthly pricing availableNo - Pay as you go monthly billingNo, pay as you go monthly billingNoYes
Types of SolutionsInbound, Outbound, Blended, EnterpriseInbound, Outbound, BlendedInbound, Outbound, Blended, EnterpriseInbound, Outbound and BlendedInbound, Outbound
Customizable PlansYes - Annual pre-pay; Annual M2M, and month to month pricing.Yes, "flexible contracts"Yes, "service fluctuating call volumes with on-demand scalability"YesNo
Setup FeeVaries by PlanFees VaryFree, varies by planFreeNone
Number Port FeeFreeYesYesNoneFree
International Calling Options
Yes
Yes
Yes
Yes
Yes
Fee apply
Money Back GuaranteeN/AN/AN/A30 Days14 Day Free Trial
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Compare Call Center Providers by Features & Pricing
Advanced IVR
Yes
Including Outbound Calls
Yes
Yes
Lets you serve all call locations with one IVR application
Yes
Yes
Agent Desktop
Yes
Yes, web-based or native desktop application
Yes
Yes
Through My Agent eXperience
Yes
Web Based
Yes
Agent Scripting
Yes
Inbound and outbound
Yes
Yes
No
No
Answering Machine and Fax Detection
Yes
Yes
Yes
Reroute incoming calls to outbound callers to increase the number of avaiable agents
Yes
No
BYOD Options
Yes
Yes
Yes
Yes
Yes
Browser Based
Call Recording
Yes
Yes
Yes
No
Yes
Campaign & List Management
Yes
Yes
Yes
Through CRM dialer
Yes
Yes
CRM Integrations
Yes
Built-in support for Salesforce, Zendesk, and Microsoft Dynamics
Yes
Built-in CRM as well as support for Salesforce, Oracle, Zendesk & more
Yes
Over 100 third party CRM
Yes
Yes
CTI Screen Pop
Yes
Yes
Yes
Yes
Yes
Data Import
Yes
Yes
Yes
Yes
Yes
DNC Compliance
Yes
w/ Realtime list management
Yes
Real-time DNC list management
Yes
Through partnership with Gryphon Networks
Yes
Intelligent call supression
Yes
In-Queue Announcements
Yes
Yes
No
Yes
Yes
Intelligent ACD (Automated Call Distribution)
Yes
Yes
Yes
Skills based rerouting
Yes
Yes
IVR Scheduling
Yes
Yes
Yes
Yes
Yes
Local Number Dial
Yes
Yes
Yes
Yes
Yes
Post-Call Surveys
No
Yes
Yes
Yes
Yes
Power Dialer
Yes
Yes
Yes
Personal Connection Outband Dialer Technology with “pacing engine algorithm” to deliver calls at optimum pace as agents are available
Yes
Yes
Predictive Dialer
Yes
Yes
Yes
Yes
Yes
Preview Dialer
Yes
Yes
Yes
Yes
Yes
Priority Routing
Yes
Yes
Yes
Yes
Yes
Progressive Dialer
Yes
Yes
Yes
Yes
No
Prompts for Effective Self-Service
Yes
Yes
Yes
Intelligent call suppression
Yes
Yes
Real-Time DNC List Management
Yes
Yes
Yes
Yes
Yes
Real-Time, Historical, and Custom Reports
Yes
Yes
Yes
Yes
Yes
Script Designer
Yes
Yes
Yes
Create decision trees for agents, limit the programs agents can toggle in a call, create custom style sheets
No
No
Silent Monitoring
Yes
Yes, real-time visibility into agent interactions
Yes
Real-time visibility into activities of all agents along with instant messaging and chat capabilities
Yes
Yes
Yes
Skills-Based Routing
Yes
Yes
Yes
Yes
Yes
Softphone
Yes
Yes
Yes
Yes
Yes
Text-to-Speech & Speech Recognition
Yes
Yes
Yes
Yes
Yes
Toll-Free Numbers
Yes
Yes
Yes
Provides global toll-free numbers
Yes
Yes
Voicemail Routing
Yes
Yes
Yes
inContact Auto Attendant system to forward calls to any extension or phone number.
Yes
Yes
Web & Queue
Yes
Yes
Yes
Yes
No
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Network
Number of Server Locations (Data Centers)4 - US East (Virginia), EU (Ireland), Asia Pacific Northeast (Tokyo, Japan), Asia Pacific Southeast (Sydney, Australia). Frankfurt, Germany coming soon.Under 1043: East Coast US, West Coast US, EuropeN/A
Fully Redundant Network
Yes
Yes
Yes
2 in US, 2 in Europe
No
Yes
Service Level Agreement
Yes
Yes
Yes
Yes
Yes
Uptime Guarantee99.99%99.99%99.99%99.99%99.99%
Real-time Status Monitoring & Alerts
Yes
Yes
Yes
Yes
Yes
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Integration
Box
Yes
DIY
Yes
DIY
No
No
No
Dropbox
Yes
DIY
Yes
DIY
No
Yes
No
Google Apps
Yes
DIY
Yes
DIY
No
Yes
Yes
NetSuite
Yes
DIY
Yes
No
Yes
No
Office 365
Yes
DIY
Yes
DIY
No
Yes
No
Oracle
Yes
DIY
Yes
Yes
Yes
No
Outlook
Yes
DIY
Yes
Yes
Yes
No
Quickbooks
Yes
DIY
Yes
DIY
No
No
No
SalesForce
Yes
Built-in
Yes
Yes
Yes
Yes
SugarCRM
Yes
DIY
Yes
Yes
Yes
Yes
Zendesk
Yes
Built-in
Yes
Yes
Yes
Yes
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Support
Hours of Operarion24/7/36524/7/36524/7 emergency care, 12p-5p standard customer care. Care plus increases to 24/7 customer care, plus a dedicated rep24/7/36524/7/365
Email Support
Yes
Yes
Email cases@five9.com to automatically create a case with your problem description
Yes
Yes
Yes
Instant Chat
No
Yes
Yes
Yes
No
Video Tutorials
Yes
Yes
Yes
Yes
Yes
E-Guides
Yes
Yes
Yes
Yes
Yes
Online Ticket Submission
Yes
Yes
Through Customer Support Portal
No
Yes
Yes
Dedicated Reps
Yes
Yes
With Premium Support
Yes
With upgraded support packages
Yes
No
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Call Center Software Reviews from Users:

  • After using RingCentral for a couple...

    After using RingCentral for a couple of years I sold my business. I still had some months left on my contract....

    - Patrick T.
    More Reviews
  • For the price...

    For the price, be aware you are getting foreign customer service. I am in the US and consistently frustrated...

    - Pamela P.
    More Reviews
  • The online back office looks great ...

    The online back office looks great and so does the actual SoftPhone, however we have enormous problems when it...

    - Jack E.
    More Reviews
What to Look for in Call Center Software Providers:

1. Service Reliability & Uptime
No other metric is as important as reliability. If your call center is down for even a minute, you’re losing lots of money every minute. Your contact center software provider of choice should have at least 99.99% reliability. You can even get as much as 99.999% uptime from a company like Five9. Unlike on-premise solutions, hosted contact center software solutions are geographically redundant to improve dependability.

2. Ease of Use, Admin Portal Access, Dashboard Simplicity
The best features in the world are useless if the agent ends up writing everything down on a piece of scrap paper. Make sure the complex features of your potential contact center software are still easy enough to learn and use.

3. Provides a 360 Degree View of Your Customer
Your call center solutions need to pull information about a customer from several sources and put that information in front of the agent, so the agent can better serve the customer. Knowing the customer’s past actions and present concerns will help predict their future needs.

4. Customer Self Service Features and Automated Tasks
Let your agent do the important stuff, but the boring tasks can be done for you. A good call center software will make the most of your agent’s time.

5. Security Measures
In today’s age of identity theft and leaked emails, you need the proper amount of encryption to keep your data safe. In addition, all financial and medical communications/data are tightly regulated. Be sure that your customers will feel safe giving private information to your agents.

Auto Dialers to Consider for Outbound Call Centers:

Outbound call centers will benefit from an increase in productivity, and high level of efficiency. One of the easiest ways to ensure this high level of productivity and efficiency is through the use of call center software that integrates automatic dialers. Automatic dialers remove the burden of manually dialing out each call from your agents, putting in place automated systems to handle lead and call management. Included in most call center software solutions, it is important to look out for these dialers when comparing providers, as not all come packaged together.

1. Preview Dialers
Preview dialers make calls from a predetermined list of leads for your agents, and will quickly provide an overview of the current caller’s information prior to placing that call. This allows agents to see any previous calls, sales, or account information relevant in order to build context around the call. Preview dialers will sequentially dial out from this list to continue a steady stream of calls.

2. Predictive Dialers
Predictive dialer software are designed to place the maximum number of calls possible in a shortest period of time. Predictive dialers will collect data such as average call length, the number of agents available, and the average number of calls it takes to successfully connect with a contact. These dialers utilize statistical algorithms to determine the necessary information to reduce agent downtime. Time that agents would normally spend weeding unsuccessful calls before they eventually reach a live person is severely reduced.

3. Power Dialers
Power dialers are simple yet still offer a significant boost to productivity. These will only dial out to a new call when an agent has finished their previously call and is available to move on to the next. When placing their calls, power dialers will also consider the priority and skill of all agents, or any alternative departments, available to help determine the efficient match.

4. Progressive Dialers
Progressive dialers combine the functions of both power and preview dialers into one solution. These dialers will automatically call out from a list of leads one after the other to help maintain that constant flow of calls and reduce the downtime in between, while also providing the relevant call information and history to the agent. However, this information is displayed when the call is being dialed.

Want more info? Here’s a Definitive Guide to Understanding Automatic Dialers.

Important Features to Consider for Inbound Call Centers:

With inbound call centers, improving productivity and efficiency comes through properly routing your incoming calls to the agent best suited for the scenario. Back in the day, calls had to be manually routed to agents, or were simply dropped to the next available agent regardless of skill or priority. Now, with the adoption of contact center software solutions, you can ensure your contact center has an automated system in place to ensure callers will get the right agent, every time. No more blind call shuffles, with features like automated attendants to help guide your callers, or skills based routing to properly redirect the calls everyone will reach the department they need on the first try so your agents do not have to be bouncing callers around.

1. Automatic Call Distributor (ACD)
Commonly utilized by contact centers that handle high volume of inbound calls, Automatic Call Distributor (ACD) systems redirect and route incoming calls to the proper agent, with the specific skill sets or priority to handle the call. These systems will take into account information such as the caller’s menu selection, telephone number or even the time of day. Automatic Call Distributors are one of the most important aspects of maintaining efficiency in an inbound contact center. More on ACD systems here. 

2. Interactive Voice Response system (IVR)
To even further boost the benefits gained by an ACD, combining this automatic system with an Interactive Voice Response system ensures your callers will always receive the proper agent, department or assistance that they need. IVR systems asks callers a series of questions to decide where they would like to have their calls routed. These can also allow contact centers to manage their own custom menus, greetings and prompts to direct and inform callers. 

Additional Reading: 10 Questions to Ask When Comparing IVR Systems

3. Skills-based Routing
Again working in conjunction with the previously mentioned features, skills-based routing will help your ACD and IVR systems to properly direct callers to the department or priority level they need, or have specified. Skills-based routing will direct callers to the most appropriate agent for the situation based on the caller’s IVR selection, the agent’s skill set and priority level, as well as the caller’s interaction history. This feature can also take into account other factors like language spoken or geographical location.

4. Customized Call Queues
Even with all these systems in place, all contact centers – high or low volume – can and will experience call queues. But it is important to manage these queues to ensure minimal wait time, and high satisfaction of your callers.  Between music on hold, personalized greetings, separate queues for each department, and even the ability to set maximum queue size, contact center software solutions allow centers to help minimize the time spent waiting for callers. Some solutions even allow the option for an agent to callback instead of waiting on hold.

5. Dedicated phone numbers/extensions
Dedicated phone numbers or extensions allow your contact center to break up its call queues, and departments. With dedicated numbers or extensions given out to specific departments, or even high skilled or management positions, your contact center can be better organized and truly take advantage of skills-based routing and ACD systems. With direct lines, your callers can also bypass the IVR if they know exactly who they need to speak to.

6. Agent Voicemails
In combination with dedicated phone numbers, providing voicemail systems for either specific agents, or department wide can help maintain a high level of efficiency, and professionalism. If an agent is unavailable, whether that be due to a current call or other priority, you can provide your callers with an option to leave a voicemail so they can be dialed back when the agent becomes available again. This will also allow customers to contact centers even out of their hours, leaving a message to have their call returned once the contact center opens for operating hours.

7. Real-Time Metrics/Analytics
With a real time, dashboard in place to monitor your agent’s activity and data, managers have the ability to make quick decisions and priority shifts to ensure the highest level of efficiency and productivity, as well as satisfaction level for the inbound callers. Managers can monitor information such as average wait time, average handle time for each call, the longest wait time, and the number of agents available, just to name a few.

8. Historical Reporting
Real time statistics can be helpful for short term changes, but empowering your contact center with historical reports will allow managers to collect long term data to understand how your contact center operates over a large period of time. Monitor campaigns, priorities, tactics and department performance to develop a deep understanding of the strengths and weaknesses of your contact center.

Final Thoughts to Contact Center Software Shoppers:

You might be tempted by the latest features, or seduced by the lowest prices. The best deal is always the best deal for you. You can waste money on features you don’t pay for, or miss opportunities if you don’t have the features you actually do need. In order to find the best call center software for your needs, you have to find that sweet spot where you get the features you need at a low price. The best price plans let you scale up and down according to your needs.

Don’t be afraid of long term contracts. The advantage of long term contracts is that they help protect you from rising costs. You can also expect to get incentives to be locked in. That said, month-to-month contracts mean that a call center software provider has to earn your business every day, and they work hard to do just that. Either way, the cost is far cheaper than having to buy and maintain your own equipment. You can be up and running on day one with a hosted Contact Center Solution.

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