26 Meilleurs Logiciels de Centre d’Appels Revue pour 2026

RingCentral Contact Center offers a cloud-based platform that integrates AI-driven insights and automation to enhance customer interactions. It appeals to industries ranging from retail to healthcare, where efficient customer service is paramount. By providing omnichannel support across voice, messaging, and social media, RingCentral helps businesses streamline communication and optimize agent performance, thus addressing challenges such as managing high call volumes and improving customer satisfaction.

Why I Picked RingCentral Contact Center

I picked RingCentral Contact Center for its strong focus on automation-driven processes, which is essential for any modern call center operation. With features like Interactive Voice Response (IVR) and Intelligent Virtual Agents (IVAs), you can automate routine customer interactions, reducing wait times and allowing your team to focus on more complex issues. This not only enhances customer satisfaction but also optimizes operational efficiency, ensuring your call center runs smoothly. Additionally, the use of AI-powered conversation intelligence provides real-time insights, helping your agents deliver personalized support and improving overall service quality.

RingCentral Contact Center Key Features

In addition to its automation-driven processes, RingCentral Contact Center offers a variety of key features that enhance its utility as a call center software.

• Omnichannel Support: Engage with customers through multiple channels including voice, chat, email, and social media, ensuring a seamless customer experience.
• Workforce Management: Optimize your team's schedules and monitor performance with tools designed to enhance productivity and service quality.
• Analytics and Reporting: Gain insights into your call center's performance with detailed analytics and reporting tools, helping you make informed decisions.
• Security and Compliance: Protect sensitive data and ensure compliance with industry regulations through advanced security features.

RingCentral Contact Center Integrations

Integrations include Salesforce, HubSpot, Zendesk, Slack, Microsoft Teams, Google Workspace, ServiceNow, Microsoft Dynamics 365, Oracle, and SugarCRM.

Squaretalk is a contact center software that’s secure enough for enterprise businesses and friendly enough for first-time users.

Why I Picked Squaretalk: This platform made it onto my list because of its versatility and ability to suit the needs of businesses in different industries and of different sizes. It’s cloud-based and can be used by both in-office and remote workers to conduct high volume outbound calling efforts. It also gives users access to mobile, local, and toll-free numbers in over 100 countries, helping you establish a global presence quickly.

Squaretalk Standout Features and Integrations

Features that stand out in this platform are its SMS communications management tools. It has tools for scheduling SMS reminders and sending out feedback forms and surveys to customers.

Other useful features include the ability to set up custom workflows to automate various elements of your outbound calling processes. With CRM and other useful integrations, this can really help streamline your team’s work and make things more efficient.

Integrations include Zendesk, Telegram, Freshdesk, Zoho, Hubspot, Salesforce, Mailchimp, and Microsoft Teams.

Talkroute is a virtual phone system designed to help businesses manage calls, texts, and video meetings using their existing devices. It enables you to make and receive business calls from anywhere, keeping your personal number private by displaying your business number on outgoing calls.

Why I Picked Talkroute: One reason I chose Talkroute is its call stacking feature, which allows your team to handle multiple incoming calls simultaneously without giving callers a busy signal. This ensures that your customers can always reach you, even during peak times. Additionally, Talkroute offers customizable call menus (auto-attendants) that greet callers and provide them with a menu of options to choose from, ensuring they reach the appropriate department or team member.

Talkroute Standout Features and Integrations

Features include unlimited multi-digit extensions, allowing you to assign direct-dial numbers to departments or individual team members, enhancing internal communication. The system also supports video conferencing with up to 100 participants, enabling your team to collaborate effectively regardless of their location. 

Other useful features include a business text messaging feature that lets you send and receive SMS and MMS messages using your business numbers, providing an alternative communication channel for your customers.

Integrations include Google Sheets, HubSpot, Slack, LeadConnector, Asana, Discord, Google Chat, Gmail, LeadSimple, Salesforce, Microsoft Teams, and Trello.

CloudTalk is a cloud-based call center software that helps businesses communicate with customers from around the globe.

Why I picked CloudTalk: The platform enables users to provide inbound support and outbound sales to their customers worldwide. CloudTalk offers businesses 140 national phone numbers or a toll-free number, so you can establish your company as a global brand. The vendor also partnered with multiple telecom organizations around the world to give users a robust network and ensure clear calls and consistent performance.

CallTalk Standout Features and Integrations

CloudTalk works for any sized business looking for advanced features such as skills-based routing, unlimited call queues, and automation. Also, CloudTalk provides call commenting, tagging, and recording, which will help enhance your rep’s productivity when handling incoming calls. Because it works on the cloud, there’s no need to install software or buy hardware to get started - all you need is a reliable internet connection.

Other features include internal calls and extensions, call recording, call queuing, number porting, voicemail, toll-free numbers, international numbers, call flow designer, and automated call distribution.

Integrations include Freshdesk, Pipedrive, Success4, LiveAgent, Zendesk, Salesforce, Hubspot CRM, Zoho CRM, Microsoft Dynamics 365, Shopify, Zapier, Help Scout, LiveChat, and Intercom.

Nextiva helps businesses communicate with customers from anywhere possible with its virtual call center capabilities.

Why I picked Nextiva: The platform uses its VoIP solution, Nextiva One, to provide voice, video, fax, text, and team chat features. It’s 100% cloud-based, which makes it perfect for remote teams. Your support representatives can simply log in to Nextiva’s desktop or mobile app and start handling incoming calls. If your call center experiences a large call volume, you can automate routine tasks in the platform, allowing your support agents to focus on crucial calls.

Nextiva is excellent for companies of any size - from small-to-medium businesses to large organizations. You can use the platform to get real-time insights into your team’s data, and your reps can get essential customer details to make them feel like they’re your only customer. Also, Nextiva can provide you with an integrated solution for all customer support channels and business applications.

Nextiva Standout Features and Integrations

Features that make Nextiva stand out include its workforce management and optimization tools such as multi-channel staffing forecasts, multi-skill forecasting, and agent scheduling tools. They also offer integrated quality monitoring and coaching tools to help you improve your agent performance.

Other features worth noting include team chat, free local and toll-free phone numbers, extension dialing number change, an auto attendant, call management, voicemail forwarding, call analytics, advanced call routing, call recording and rating, call queuing, and three-way calling.

Integrations include Salesforce, Zendesk, Hubspot, Zoho CRM, Microsoft Dynamics, Workbooks, Bullhorn, SugarCRM, ServiceNow, ConnectWise, GoldMine, Google Workspace, and Microsoft Teams.

Talkdesk puts vital customer information in front of your customer service reps to help them answer any question. Their contact center software is a suitable option for businesses that need a system to handle a small number of calls.

Why I picked Talkdesk: Many platforms put a customer’s information at your team’s fingertips, but Talkdesk sets itself apart because it does the same thing without your agents having to answer the call. It does this by using an interactive voice response function that allows your customer who calls in to complete tasks and get the information they need. Talkdesk’s interactive voice response tool is easy to configure, thanks to its visual customer journey builder.

Talkdesk Standout Features and Integrations

Talkdesk's advanced routing features ensure your customers connect with the right representative, team, or department based on their needs. If you have multiple reps that are right for the customer, Talkdesk’s ring groups feature will distribute calls to various agents simultaneously.

Other advanced features include omnichannel engagement, management tools, employee collaborations, customer experience analytics, enterprise-level uptime service level agreement, artificial intelligence applications, and low-code, no-code, and custom-code tools.

Integrations include Freshdesk, Pipedrive, Userlike, OnePageCRM, Zendesk, Salesforce, Slack, Zoho CRM, Nimble, LiveChat, Shift, Keap, and Gong.io.

Twilio Flex enables businesses to build a fully programmable contact center and maintain complete control over the features they need.

Why I picked Twilio Flex: It’s a cloud-based, programmable contact center platform designed for deep customization and flexibility. With Flex, you can design your entire agent experience, routing logic, and communication channels around your exact business requirements. While developer resources help unlock its full potential, Twilio Flex offers configuration tools and setup guides that make it accessible even for teams without heavy coding expertise.

Twilio Flex suits businesses of any size that want more control and customization than typical out-of-the-box call-center software provides. It scales automatically as your organization grows and operates on a flexible, pay-as-you-go pricing model—no long-term contracts required.

Standout Features and Integrations

Features include real-time agent monitoring, intelligent call routing, queued callbacks, speech recognition, voice and video conferencing, call recording and transcription, omnichannel messaging, and customizable agent dashboards.

Integrations include Salesforce, Zendesk, HubSpot, Zapier, Pipedream, Google Dialogflow, and an open API for connecting with virtually any internal or third-party system.

Dialpad is a sophisticated multichannel call center platform that uses AI to improve agent workflows and help them answer customer queries faster.

Why I picked Dialpad: The platform’s AI provides a significant enhancement to the software’s contact center capabilities. For example, Dialpad can automatically transcribe your reps’ phone calls and identify specific keywords in the conversation, such as “refund.” Then the AI will display helpful references on the rep’s screen to help with the call. The AI can also alert your managers to potential issues in real-time by detecting your reps’ conversation sentiments - each conversation will have a label of “positive,” neutral,” or “negative.”

Dialpad is excellent for small businesses wanting smarter, more effective conversations in a fully functional virtual call center. It provides deep, real-time call center metrics across voice, social media, and digital communication channels. Also, the software can generate scripts for your reps facing difficulty answering customer questions.

Dialpad Standout Features and Integrations

Dialpad's multichannel customer engagement capabilities empower your customer service agents to engage with customers across popular social media channels like Facebook Messenger, WhatsApp, and Apple Business Chat within one workspace. This helps platform users provide a better end-to-end customer journey, no matter which communication method they prefer.

Their platform also includes several noteworthy features that make it easier for managers to monitor their agents' performance, including manager alerts for service level agreement issues, call monitoring tools (Listen In, Barge, and Take Over), and a screen capture tool that takes a snapshot of an agent's computer interface.

Other notable features include flexible call routing, automated voicemail and callback, interactive voice response, real-time speech analysis, live caller sentiment, real-time coaching, and quality management tools.

Integrations include Hubspot, Zapier, Clio, Domo, Wingman, Intercom, HappyFox, Helpwise, Kizen, Salesforce, DataGrail, Recruitly, AutoReach, Microsoft Teams, and Gong.

Aircall is a popular choice for modern organizations thanks to its ability to provide deep insights via real-time analytics.

Why I picked Aircall: The platform’s dashboard will give you and your sales managers instant access to your call center’s metrics to ensure everyone meets their goals. Aircall enables you to monitor your agent’s missed call rate in a straightforward, all-in-one tool. You can use the software to monitor your entire call center or narrow your focus on an individual representative on the same screen.

Aircall helps businesses in any industry that need call center software and also offers customer service tools. You’ll get the same features and capabilities of the more heavy-weight tools, such as call routing and performance reports, but for an affordable price.

Aircall Standout Features and Integrations

One feature that stood out in Aircall's system is that it enables you to claim local and international phone numbers for your business in 100+ countries, even if you aren't based there. Plus, you can use their platform’s phone system to manage customer inquiries worldwide and eliminate spam or bot callers by blocklisting numbers easily.

Their interactive voice response (IVR) feature also helps to streamline your call center operations by classifying callers according to their needs and automatically routing them to the best-suited agent (i.e., skills-based call routing), improving your customer experience greatly.

Other advanced features include call whispering (the ability to speak to teammates secretly while they're on a live call), insight cards (a tool that proactively loads your agent up with customer details as soon as their phone rings), automatic call recording, a live dashboard, third-party application data syncing, and in-depth analytics.

Integrations include monday.com, Freshdesk, Quaeris, Pipedrive, Cyclr, Wingman, Desktop.com, BetterCloud, Salesforce, Zendesk, Slack, Mailchimp, Zoho CRM, Hubspot CRM, and Constant Contact.

CallHippo is a cloud-based call center software that enhances business communication. It offers a suite of tools that help you manage customer interactions across various channels.

Why I Picked CallHippo: I picked CallHippo because of its AI-powered solutions, including AI agents that improve customer interactions, making your team's communication more effective. The parallel dialer is another feature that automates simultaneous dialing, allowing your team to reach more customers in less time. Smart call routing directs calls efficiently, ensuring customers connect to the right agent quickly.

Another reason is the omnichannel inbox, which integrates communications from platforms like WhatsApp and SMS into one interface. This makes it easier for your team to manage customer interactions across different channels without switching platforms. Real-time analytics provide insights into call performance, helping you make informed decisions to improve service quality.

Standout Features & Integrations

Features include lead prioritization, which helps you focus on high-potential leads for effective outreach. The live call monitoring feature allows real-time oversight of calls, ensuring quality assurance is maintained throughout interactions. Call analytics provide detailed insights into call metrics, offering valuable data for performance evaluation and strategic planning.

Integrations include Business Phone System, Omnichannel Inbox, WhatsApp Business API, AI Sales and Phone Agents, AI Voicebot and Agent, Parallel and Predictive Dialers, Smart Call Routing, Real-Time Analytics, Lead Prioritization, Live Call Monitoring, Call Analytics, and Automatic Machine Detection.

Zoho Voice is a comprehensive cloud telephony solution designed to meet the communication needs of businesses of all sizes. It offers a range of features including voice calls, call forwarding, call recording, and voicemail, all integrated within Zoho's ecosystem of business tools.

Why I Picked Zoho Voice: As call center software, Zoho Voice excels in providing seamless integration with CRM systems, advanced call analytics, and customizable IVR options. It simplifies customer interaction management, enabling businesses to deliver superior customer service efficiently.

Zoho Voice Standout Features and Integrations

Zoho Voice features AI-powered voice assistance, offering automated customer support to optimize call center operations. Additionally, its real-time call analytics tool provides critical data and insights, enabling businesses to make informed decisions to improve call center performance. This combination of features ensures that Zoho Voice is well-equipped to meet the dynamic needs of modern call centers.

Other features include call forwarding, call recording, voicemail, customizable ivr, ai-powered voice assistance, real-time call analytics, integration with zoho crm, and global voice call capability.

Integrations include Zoho CRM, Zoho Desk, Zoho Campaigns, Zoho Analytics, Zoho Books, Zoho SalesIQ, Zoho Recruit, Zoho WorkDrive, Zoho Projects, and Zoho Mail.

Freshdesk Contact Center is a complete, affordable, and all-in-one contact center solution for businesses.

Why I picked Freshdesk Contact Center: I included Freshdesk Contact Center in this list because their virtual setup reduces many of the costs of traditional phone systems, making them an affordable option for small businesses. With this platform, your telephony costs will be lower than normal thanks to their pay-as-you-go call charges and reduced hardware requirements. Instead of investing in lots of phone equipment, you can use a laptop, tablet, or mobile device to make outgoing calls or receive incoming calls. They also support a variety of phone number options, including local, toll-free, or vanity numbers.

Freshdesk Contact Center offers free plans for new licenses as well as affordable paid options. The free plan has limited features, but the lowest paid tier, the growth plan, has the features the free plan doesn’t and other basic capabilities. The software can also work with your business as you scale and need additional features to manage your support center.

Freshdesk Contact Center Standout Features and Integrations

One feature I found interesting is the option to save Solution Articles into a folder that all agents can assess, functioning as an internal knowledge base. You can also convert your rep’s responses into solutions and help articles to grow your internal knowledge base easily.

Another nice feature is their multi-level IVR (interactive voice response) phone tree that uses AI to direct customer inquiries to the right agent, with the ability to configure up to 5 levels of support. In addition, I also like their call-masking option that makes it possible to display your official customer support number on your customer's call display, no matter what number you're actually calling from.

Other standard features include call routing, business hour settings, shared phone lines, spam call blocking, and live call monitoring.

Integrations include ResponseTap, FrontApp, Zoho CRM, Nimble CRM, Pipedrive, Copper CRM, PipelineDeals CRM, Zendesk Sell, Salesforce, Hubspot CRM, Zapier, Shopify, and WooCommerce.

Five9 is a call center solution that helps businesses that experience high call volumes engage with their customers. It's suitable for large businesses transitioning from an on-premise tool to a cloud-based solution.

Why I picked Five9: The platform offers multiple open-source call center functionalities for businesses with a high number of customer phone inquiries. Five9’s representative technology can take some of your calls, so you don’t have to hire more representatives to handle these calls.

With Five9, managers have full visibility into their entire team - it doesn’t matter if they’re working from home or on the go. Their software also includes several workforce optimization features to help you boost agent productivity, save money, and increase your ROI.

Five9 Standout Features and Integrations

Five9 uses practical AI to increase customer satisfaction rates for all users by prioritizing calls and interactions based on urgency and selecting the resource that will be most beneficial to the customer. If a customer visits your website and leaves their contact information to get information about your product, Five9’s AI will place the contact details in front of your call queue.

Another neat feature is their Intelligent Virtual Agent (IVA) which allows you to deploy a more conversational and engaging self-service feature across all your digital customer support channels.

Other features include an outbound dialer, omnichannel routing, natural language processing, dashboards and reports, call disposition, data import and export, lead management, and call tracking.

Integrations include Salesforce, Servicenow, Zendesk, Microsoft Teams, Zoom Phone, Ring Central, Freshdesk, Fuze, Gong, MarketSharp, Logicbox, Sugar Sell, Balto, and Chatdesk.

NICE CXone Mpower Platform is a cloud-based call center software designed to enhance customer interactions and operations. With a focus on intelligent automation and customer experience, it offers a variety of features that cater to modern call center needs.

Why I Picked NICE: I picked NICE CXone because of its automatic call distribution feature, which routes calls to the most suitable agents. This ensures that your team can handle customer inquiries without long wait times, improving productivity and customer satisfaction. Additionally, the platform's AI-driven insights enhance customer service by automating processes and providing intelligent data for decision-making.

Another reason for choosing NICE CXone is its interactive voice response system, which manages high call volumes. This feature is invaluable during peak times, ensuring that customers receive quality service without unnecessary delays. The platform also offers comprehensive dashboards and reporting tools that provide real-time and historical data, giving you operational visibility to make informed decisions.

Standout Features & Integrations

Features include workflow orchestration, which streamlines customer service processes and improves omnichannel routing. The workforce engagement management tools provide your agents with the resources they need for enhanced performance, while service automation allows for interactions to be managed by virtual agents and proactive AI. These features work together to offer a well-rounded solution for call center operations.

Integrations include Salesforce, Microsoft Dynamics, Oracle, ServiceNow, Zendesk, Kustomer, Pega, Amazon Lex V1, Amazon Lex V2, Google Dialogflow CX, IBM Watson Assistant, and Nuance Mix.

Genesys provides small businesses with advanced call center features for inbound and outbound call management.

Why I picked Genesys: If you’re running a small business, Genesys can help keep your reps engaged and productive thanks to its built-in unified communication and collaboration tools. You can also use its AI capabilities to understand your customer data from the insights it distills. Your teams will get advanced call center features such as automation and workforce management to help your business provide excellent customer service.

Genesys helps small businesses take their customer experience efforts worldwide. Whether you’re operating in 2 countries or 80, the platform will help you simplify customer experiences. The platform’s predictive routing and automatic call distribution (ACD) capabilities will analyze your customers’ behavior patterns and identify the best outcome and representative to ensure all customers get the best experience every time.

Genesys Standout Features and Integrations

Standout features for Genesys, in my opinion, are their employee engagement capabilities. Genesys uses gamification features like internal scorecards and leaderboards to drive team performance. In addition, their platform also helps with employee development through embedded learning and training, coaching tools, a personalized development hub, and rewards and recognition tools. The depth of these features also provides good value for small businesses wanting more out of their call center software.

Other features include quality assurance and monitoring, predictive engagement, knowledge management, co-browse and screen share, voice bots, and predictive routing.

Integrations include Zoom Phone, Microsoft Azure, Video RTC, Daisee, Sapling AI Writing Assistant, LumenVox, Topbox, Airkit, Eleveo, Call Journey, Replicant, and Ultimate.ai.

Bright Pattern is a cloud-based call center software that focuses on delivering omnichannel communication solutions. Its platform is designed to provide interactions across various channels, including voice, chat, email, and social media, ensuring that your team can connect with customers wherever they are.

Why I Picked Bright Pattern: I picked Bright Pattern because of its AI integration, which enhances customer interactions by offering automated conversations and real-time agent assistance. This feature ensures that your team can provide quick and accurate responses, improving the overall customer experience. Another reason is its quality management tools, which include monitoring and reporting capabilities to help maintain high service standards.

Additionally, Bright Pattern's platform supports predictive dialing, an essential feature for outbound call centers. This functionality helps your team connect with more leads by optimizing call times and reducing idle periods. With these capabilities, you can enhance your team's productivity and improve customer engagement without any hassle.

Standout Features & Integrations

Features include a mobile app that allows your team to manage interactions on the go, ensuring flexibility and accessibility. The software also offers interactive voice response (IVR) systems, which automate customer interactions and reduce wait times for callers. Moreover, its CRM integrations provide a comprehensive view of customer interactions, allowing for personalized service and informed decision-making.

Integrations include Microsoft Dynamics 365, Salesforce, Zendesk, Oracle Service Cloud, Hubspot, Zoho, Microsoft Teams, Ivanti Service Management, ManageEngine, and ServiceNow.

Creatio CRM is a comprehensive customer relationship management tool designed to cater to the needs of businesses of various sizes. It offers a suite of features that include lead and contact management, marketing automation, sales management, and service management.

Why I Picked CRM Creatio: One of the most notable features is the 360-degree customer view, which provides a detailed overview of customer interactions and preferences. This allows call center agents to deliver highly personalized service, improving customer satisfaction and loyalty. Additionally, the call tracking feature enables managers to monitor call details, analyze performance, and identify areas for improvement, ensuring that the call center operates at peak efficiency.

CRM Creatio Standout Features and Integrations

Features that stand out include workflow automation for routine tasks such as case routing and follow-ups, AI-driven customer service tools that analyze interactions, predict customer behavior, and automate responses, and a knowledge management system that centralizes access to FAQs and troubleshooting guides.

Other useful features include omnichannel communication by phone, email, and chat, no-code platform customization, AI-assisted app development, contact and account management, and real-time analytics.

Integrations include Microsoft Excel, Gmail, Mailchimp, HubSpot Marketing Hub, Google Calendar, HubSpot CRM, Microsoft Word, Tableau, Microsoft Outlook, and Meta for Business.

LiveAgent is a combined helpdesk and call center solution that streamlines all communication channels into one inbox.

Steve Morris, Founder and CEO at NEWMEDIA.COM, explains how LiveAgent helped their client better manage tickets. “What made the difference wasn't just speed, but reliability: no more dropped balls, because now all the tickets read from any channel were visible at once, and it was clear at a glance who was responsible, with prioritization rules and round-robin assignment options baked in. CSAT scores tracked response time downward from the first week as customers got all the things they needed on time.”

Why I picked LiveAgent: Where many other options require businesses to integrate another solution to get a customer ticketing system, LiveAgent is a helpdesk solution that has call center functionality. The platform offers call management features that allow you to answer phone calls and other communication forms in one place. Users can connect unlimited local numbers and route and record calls.

LiveAgent offers an array of contact center features and options, along with other customer support methods, that would be a better fit for larger organizations. These organizations will appreciate that LiveAgent provides integrations with over 200 tools, so they’ll most likely be able to integrate all their systems with the platform. Some integrations are plugin and native-based, whereas others use an API that might require using Zapier.

LiveAgent Standout Features and Integrations

One standout feature for LiveAgent is its dedicated customer portal which also includes a knowledge base. This allows customers to access answers to common questions on a self-service basis, reducing your overall call volume for your agents.

Other features include automatic callback, an embeddable call button, call detail records, call routing, internal calls, call transfers, interactive voice response, and unlimited call recordings.

Integrations include TeleCube, Avoxi, Twilio, Zapier, TimeCamp, Haraka, Sendmail, Webflow, Zentap, Zoho Mail, vCita, Intercom, and Asana.

Zendesk allows your reps to unify all forms of customer conversations in one central location.

Why I picked Zendesk: The cloud-based platform enables your business to provide personalized phone support to your customers. The Zendesk Talk solution is a part of the Zendesk for Service software, a multichannel support system that allows users to provide phone support capabilities in the same platform you can use for other customer conversations. Your reps will be able to see all real-time customer information by syncing the voice tools with your other communication channels.

Zendesk is an excellent solution for small and medium-sized businesses searching for methods to enhance their voice capabilities with tools such as call transcriptions or redactions. Current Zendesk users will also enjoy the platform because they’ll be able to add call center functionality to their helpdesk services. Its basic plan includes the call center functionality a small or medium-sized business would want, such as omnichannel support, ticketing, and basic analytics dashboards and reports.

Zendesk Standout Features and Integrations

One stand-out feature with Zendesk is their Advanced AI add-on. This enterprise-grade AI addition can help you speed up your customer service by using advanced AI bots to provide insights and suggestions to your agents while they're on a live call. In addition, Zendesk's intelligent triage feature automatically categorizes tickets based on customer intent, sentiment, and language, and can feed into additional workflows, triggers, and call routing rules.

Zendesk also makes it possible to set a maximum queue size and wait time to help you avoid having customers sitting on hold for too long. Once your calls have exceeded your maximum, additional calls will be automatically directed to voicemail instead of leaving your customers dwindling on the phone for frustratingly long wait times.

Other features include an agent workspace with lots of customer-specific context, collaboration tools, a knowledge management hub, call scripting, and a whisper mode that allows multiple agents to silently collaborate with each other during a live call.

Integrations include Slack, Mailchimp, Zapier, Campaign Monitor, Okta, Mindsay, Geckoboard, Rivery, Daisee, Airbyte, Data Virtuality, Sunshine Conversations, and IntraManager.

8x8 is an AI-powered contact center and communications platform designed to enhance customer experience and operational efficiency. It provides tools and solutions for businesses to manage their communication needs effectively.

Why I Picked 8x8: I picked 8x8 as a top call center software because of its omnichannel routing capabilities. This feature lets your team handle customer interactions across voice, chat, and email from a single platform, providing a more cohesive and responsive service. Additionally, 8x8 offers AI-driven agent assistance, giving agents real-time insights and recommendations to resolve customer queries quickly and accurately.

Another reason for choosing 8x8 is its focus on automation and data-driven insights. The platform automates repetitive tasks, freeing up your team's time for more complex issues. Its data-driven insights help you understand your operations better, allowing you to make informed decisions to improve service quality. These features make it an excellent choice for enhancing call center operations.

Standout Features & Integrations

Features include no-code APIs that simplify customizing and extending the platform to meet specific business needs. The platform supports secure communications, crucial for maintaining customer trust and compliance with industry regulations. Furthermore, 8x8 provides extensive resources for user support and education, ensuring your team has the knowledge and tools to maximize the platform's capabilities.

Integrations include Salesforce, Slack, HubSpot, Microsoft Teams, Zendesk, Microsoft Dynamics CRM, Freshdesk, NetSuite, Google Sheets, monday.com, Odoo CRM, and Twilio.