Top 7 Contact Center Services + Software For 2024
Published On April 25th, 2024 Communication
Want the best contact center solution to deliver the best customer support experience?
Here are our 7 best picks for your business.
In a Statista survey, more than forty percent of consumers prefer to contact brands over the phones and instant messaging. If you ignore this channel, you can lose out on important opportunities to engage with your customers.
Contact center software, fortunately, has grown to meet the needs of modern organizations. It provides effective means of managing and tracking phone conversations, improving the overall satisfaction of both customers and employees.
However, choosing the best contact center software is essential for the success of your company given the wide range of options readily available.
We’ll evaluate the main features, and cost of the top contact center solutions in this detailed guide.
Table of Contents
What Is A Contact Center Solution?
Contact center solution is a collection of software that helps a business to easily manage customer communication across multiple channels. This solution manages incoming calls by directing the call based on the number that the user has dialed. It uses a database that contains instructions on how to handle different types of calls.
Top 7 Contact Center Software Platforms & Best Practices of 2024
Looking for a contact center solution that meets your needs? Let us help you find the perfect one. Here is a curated list of the most popular contact center solutions along with their features and pricing details.
1. MirrorFly
The 100% customizable contact center solution!
MirrorFly is a world-leading solution that offers white-label video, voice and chat features to build your own chat platform. And when it comes to MirrorFly’s customizable contact center service, you can find interactive capabilities to deliver the best customer experience.
The set up is very simple: you can add the features quickly, and white-label them as if built in-house. One another highlight is that you can deploy your app in your company’s own hardware infrastructure or on MirrorFly’s cloud servers.
What Are The Key Features Of MirrorFly?
MirrorFly: Key Features
| Private 1-to-1 Chat | One-to-One Calls |
| Group Chat | Group Calls |
| Conferencing | On-Demand Translation |
| HD Video & HQ Audio | Audio Output Selection |
| Answer via Call Kit | Auto-Reconnect |
| Delivery & Read Receipts | Presence & Typing Indicators |
| Media Storage | Call History |
| Chat Tags | Chat Mentions |
| Recent Chats | Chat History |
What Is The Pricing Of MirrorFly?
MirrorFly comes in 2 different pricing models:
1. SaaS / Cloud
This is a subscription pricing model with 2 plans:
For 5K users/ month:
- Essentials: Starting at $399
- Premium: Starting at $999
2. SaaP/ Custom
This is a custom plan where you need to pay only once to purchase the complete solution.
- Contact MirrorFly experts for more information.
Why Did We Choose MirrorFly?
MirrorFly offers real-time communication features that offer excellent scalability and customization options that are perfect for a wide range of use cases, including voice, video, and messaging.
2. Vonage
The modern contact center solution!
Finding a contact center with an auto-dialer and AI can be a bit hard. But Vonage has them! If you are looking to get both the hardware and software for your contact center at the same place, Vonage is a great option to choose.
Vonage also offers the option to analyze calls after your agents have handled them. They also let you add CRM capabilities from third parties, so you can extend your support functionalities for your users.
What Are The Key Features Of Vonage?
Vonage: Key Features
| Usability | Desktop phone handset |
| Integrations | Call flip |
| Business Inbox | Intuitive reporting and tracking |
| Caller ID | Call group |
| Customer service | Extensions |
| Instant messaging | Auto dialer |
| Call recording | Call queues |
| Voicemail | Call forwarding |
What Is The Pricing Of Vonage?
Below mentioned is the cost per user per month for respective Vonage plans:
- Mobile: $13.99
- Premium: $20.99
- Advanced: $27.99
Why Did We Choose Vonage?
Vonage is the reliable contact center solution because of its adaptability, which includes an extensive range of communication capabilities customized to meet the demands of organizations.
3. Twilio
The most flexible contact center solution!
Twilio Flex is a digital engagement hub for sales and support teams that offers total control communication experience over multiple communication channels. When you integrate Twilio Flex, you can add customizable channels, dynamic interfaces, and insights.
With contact profiles driven by CRM and intelligent routing, agents can handle all channels from a single dashboard: VoIP, email, chatbots, and messaging apps like WhatsApp and SMS.
What Are The Key Features Of Twilio?
Twilio: Key Features
| Real-time channel monitoring | Unified agent desktop |
| Intelligent routing | Task management systems |
| Comprehensive customer interaction history | Advanced routing algorithms |
| Sentiment analysis | Skills-based routing |
| Real-time collaboration tools | Advanced speech and text analytics |
| Real-time monitoring | Customizable reporting dashboards |
| Fraud detection and prevention | Advanced encryption protocols |
| Regular security audits | GDPR or HIPAA compliance |
| Role-based access controls | Secure data storage |
What Is The Pricing Of Twilio?
- Free trial: $0.00
- Per-hour pricing: $1.00 (per active user hour)
- Per-user pricing: $150 (per named user)
Why Did We Choose Twilio?
Twilio is a platform that is developer-friendly and has extensive API capabilities, making it easy to integrate and customize communication solutions.
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4. Zendesk
The all-in-one contact center solution!
Zendesk Talk is an all-inclusive cloud-based platform designed for customer communication management.
Consumers can make and receive calls via phone or web.
And guess what, it aligns perfectly with your online customer experience. This is the reason why the platform is trusted by 169,000 businesses in more than 160 countries.
What Are The Key Features Of Zendesk?
Zendesk: Key Features
| Better customer experiences | Reporting and analytics |
| Automation | Security and compliance |
| Macros | |
| Agent workspace with customer context | Sales engagement tools |
| Privacy preference center | Ticketing system |
What Is The Pricing Of Zendesk?
Below mentioned is the pricing plans of Zendesk for 5 agents per month:
- Suite Team: $55
- Suite Growth: $89
- Suite Professional:$115
- Suite Enterprise: Custom
Why Did We Choose Zendesk?
With its omnichannel features, Zendesk is a unified customer support platform that simplifies interactions across all channels and offers deep customer insights.
5. RingCentral
Highly secure contact center solution!
RingCentral is a phone system that runs in the cloud and works with desktop and mobile devices. RingOut is one of its most notable features, enabling one-touch calling from any phone or computer with internet access.
In addition, it provides strong call delegation and responding guidelines for effective call forwarding to the right individual.
What Are The Key Features Of Ringcentral?
RingCentral: Key Features
| Business or toll-free phone numbers | Visual voicemail and voicemail-to-email |
| Business SMS | Call recording |
| Multi-level auto attendant | Interactive Voice Response (IVR) |
| Video meetings for 200 or more participants | Real-time analytics |
| File sharing | Team messaging |
| Call management | Call log reports |
| Internet fax | Device status reports and alerts |
| Voicemail-to-text | Single sign-on (SSO) |
| Hot desking | Advanced call-handling tools |
| 100 to 10,000 toll-free minutes | Unlimited storage |
What Is The Pricing Of RingCentral?
- Ring Cx: $65/agent/month
- RingCentral Contact Center: Custom plan
Why Did We Choose RingCentral?
Ringcentral is an all-in-one communication platform that improves the efficiency of agent-customer communication by integrating text, video, call, and collaboration features.
6. Dialpad
The user-friendly contact center solution!
For all client interactions across multiple channels, Dialpad AI Contact Center provides a single app that can be used on any device. Its setup is simple and quick, and it interacts with popular CX systems like Salesforce, Zendesk, and HubSpot.
The use of AI makes it possible for real-time chatbot self-service, sentiment analysis, agent coaching, and voice transcription.
What Are The Key Features Of Dialpad?
Dialpad: Key Features
| Call Center | Call recording |
| Voicemail | Call forwarding |
| CRM integrations | Call transcriptions |
| Call logging | Call purpose |
| Call routing | Auto attendant |
| Call monitoring | Conferencing |
| Dialpad Everywhere | Voice Intelligence |
What Is The Pricing Of Dialpad?
Below mentioned are the details of monthly plans of Dialpad charged per user/ month:
- Essentials: $80
- Advanced: $115
- Premium: $150
Why Did We Choose Dialpad?
With AI-powered features for audio, video, and text, Dialpad is a cloud-based communication solution that encourages better customer interactions as well as effective business operations.
7. LiveAgent
The most popular contact center solution!
LiveAgent is well-known for its customer service solutions with 50+ interactive capabilities. The highlight of LiveAgent is its IVR system that comes with easy navigation, ensuring that your customers reach out to you for assistance without any hassle.
Since LiveAgent has been in this contact center service for a while now, the platform has well structured its system, so that customers do not wait for long in the queue.
What Are The Key Features Of LiveAgent?
| Live chat | Hybrid ticket stream |
| Contact forms | Audit log |
| Chat invitation gallery | Chat embedded tracking |
| Chat distribution | Emails |
| Liveagent geoip | Helpdesk software |
| Email to ticket | Internal calls |
| Call Center | Automated routing |
| Chat button | Customer portal |
| Ticketing | Ticket management |
| Analytics overview | Attachments |
What Is The Pricing Of LiveAgent?
LiveAgent offers 4 different pricing plans. Below are the monthly pricing for 1 agent/ month.
- Small: $9
- Medium: $29
- Large: $49
- Enterprise: $69
Why Did We Choose LiveAgent?
For effective customer service management, LiveAgent is a versatile help desk software that combines ticketing, live chat, and social media integration. It offers omnichannel support.
Conclusion
Finally, we’ve come to the end of the article. We analyzed the top 7 contact center software for your business, their features and pricing. This is sufficient to make an informed decision on the best support service for your business.
If you’d ask me, I’ll recommend you to try MirrorFly for its ease of use and customization options. It offers an extensive range of features for connecting brand agents and customers, without any complexities. You can learn more about MirrorFly on the official website.
Want to know more? Comment below your queries and we’ll get back to you with the answers soon!
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Krishi Shivasangaran is a digital nomad and a veteran of Digital Marketing strategies. She is passionate about learning the newest trends in video APIs. And, when she's off-role, she loves to sketch and make people realize the true color of nature.
