Software Category

Contact Center

Software Reviews covers 23 products in the Contact Center market. Fast track your research by exploring our Data Quadrant, sorting the software, purchasing our Contact Center Category Report, or diving deeper into an individual product. Arm yourself with real data so you can make better decisions with more confidence.

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Category Features
  • Call Scripting and Call Flow Management
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  • Contact Center Analytics
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  • Contact Center Compliance Management
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  • CRM/CSM Integration
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  • Knowledge Management
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  • Multi-Channel Intake/Integration
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  • Multi-Channel Queue Management
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  • Screen Prompts
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  • Skills-Based Routing
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  • Ticket Management
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  • Workforce Management

Data Quadrant

The software experience is shaped by both the software and the relationship with the vendor. By comparing vendors across both we provide a comprehensive understanding of the product and help identify vendors that can deliver on both.

Sample Report

Category Report

A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.

  • User Satisfaction Rankings
  • Business Value Scores
  • Vendor Capability Comparisons
  • Individual Feature Evaluations
  • Emotional Connection to Products
Buy Now / $2999

Sample Report

Emotional Footprint Report

A detailed and unique report across 5 emotional dimensions that capture a powerful indicator of overall user feeling toward the vendor and product.

  • Service Experience
  • Conflict Resolution
  • Negotiation and Contract
  • Strategy and Innovation
  • Product Impact
Buy Now / $2999

Zendesk

Zendesk Talk

The Zendesk platform is where the action is. Customer interactions across phone, chat, email, social media, and any other channel you can imagine, all come together in one place.

8.7

Composite Score

Composite
Score

+91

Emotional Footprint

Emotional
Footprint

85%

Likeliness to Recommend

Likeliness
to Recommend

14Reviews

Avaya

Aura Call Center Elite

Avaya provides the most complete portfolio of software and services for multi-touch contact center and unified communications offered on premises, in the cloud, or a hybrid. Today’s digital world centers on communications enablement, and no other company is better positioned to do this than Avaya.

8.1

Composite Score

Composite
Score

+85

Emotional Footprint

Emotional
Footprint

82%

Likeliness to Recommend

Likeliness
to Recommend

17Reviews

Cisco Systems

Cisco Unified Contact Center Enterprise

Unified Contact Center Enterprise helps you provide contextual, continuous, and high-capability experiences. Fault tolerance helps ensure uninterrupted operation. Comprehensive reporting gives you the business intelligence you need to optimize your contact center.

7.9

Composite Score

Composite
Score

+82

Emotional Footprint

Emotional
Footprint

86%

Likeliness to Recommend

Likeliness
to Recommend

51Reviews

Oracle Financial Services Software

Cross-Channel Contact Center

Providing consistent and connected customer experiences are difficult when your agents have to navigate multiple, disconnected systems. Learn more about the cross-channel agent desktop.

7.6

Composite Score

Composite
Score

+82

Emotional Footprint

Emotional
Footprint

83%

Likeliness to Recommend

Likeliness
to Recommend

15Reviews

Genesys

PureCloud

The Genesys™ PureCloud™ platform was built from the ground up to leverage the true power and vast benefits of the cloud. It captures and consolidates customer conversations in one place, making it easy for you to spot trends, collaborate across teams and solve problems. Give your business a complete customer engagement and communication solution so you can provide a great customer experience and better engage your employees.

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Composite Score

Composite
Score

+85

Emotional Footprint

Emotional
Footprint

81%

Likeliness to Recommend

Likeliness
to Recommend

7Reviews

NewVoiceMedia

NewVoiceMedia ContactWorld

NewVoiceMedia ContactWorld is a multi-tenant Contact Center Cloud solution designed for sales and service teams focused on customer experience. The platform enables organizations to have more successful conversations with customers. ContactWorld is based on an intelligent communications platform that integrates real time communications & customer back-office data with an engagement engine that maximizes customer relationships. The platform also includes a built-in speech analytics engine, Conversation Analyzer, that allows customer calls to be transcribed, classified, and annotated with the ability to push analytics results into another BI repository.

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Composite Score

Composite
Score

+98

Emotional Footprint

Emotional
Footprint

80%

Likeliness to Recommend

Likeliness
to Recommend

5Reviews

Computer Talk Technology Inc.

Computer Talk Technology​ ice Contact Center​

Save time by efficiently handling different methods of communication on one platform including voice, email, web chat, IM, SMS, video, and social media. Users no longer have to manage inquiries from different channels on multiple pieces of software. More importantly, customers can contact you using their preferred communication channel.

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Composite Score

Composite
Score

+83

Emotional Footprint

Emotional
Footprint

88%

Likeliness to Recommend

Likeliness
to Recommend

5Reviews

Chase Data Corp

Call Center Software

ChaseData Call Center Software is the call center software of choice to get calls where they need to go. Productivity is at your fingertips with hundreds of apps integrated through Zappier, connecting you to the tools your call center needs. You’ll notice upticks in customer satisfaction, retention, and in your staff’s morale, too. Robust analytics help management to keep their fingers on the pulse of the call center.

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Composite Score

Composite
Score

+100

Emotional Footprint

Emotional
Footprint

85%

Likeliness to Recommend

Likeliness
to Recommend

4Reviews