Best Enterprise Call Center Software Shortlist
Here are the top 10 enterprise call center software I’d like to highlight out of the 20 I cover in this article:
- 8. Avaya Experience Platform — Best enterprise call center software for automation and self-service needs
Phone calls are one of the oldest forms of customer support. But providing phone support comes with many challenges, especially for enterprises. This includes high call volumes, long wait times, inconsistent customer service, and lack of scalability.
Enterprise call center software can help you solve these problems. It will help you provide omnichannel support to your customers, integrate with other enterprise systems, and enable automatic call distribution. I have researched, analyzed, and compiled a list of the best enterprise call center software to cut down your research time.
If you have general questions about how enterprise call center software works or how to pick the best option for your organization, take a look at my People Also Ask section below. Or, if you’re curious how I prepared this list, see How I Selected the Best Enterprise Call Center Software below.
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Overviews Of The 20 Best Enterprise Call Center Software
Here’s a brief description of each enterprise call center software that showcases each tool’s best use case, their noteworthy features, and some pros and cons. I’ve also included screenshots to give you a snapshot of their user interface too.
LiveAgent
Best enterprise call center software and help desk management
LiveAgent is a cloud-based call center and help desk software with call center, ticket management, and live chat functionality. Teams can also manage a knowledge base through the platform.
Why I picked LiveAgent: A shared inbox serves as a central hub for ticket management. Tickets coming from phone, email, and chat are automatically assigned to agents, automating the distribution process and ensuring customers receive support promptly. The software has spam filtering capabilities to weed out irrelevant and bot-generated requests, and automated follow up messages can be configured to avoid leaving anyone hanging.
In addition to its multi-channel call center capabilities, the software also has a built-in CRM to store all contact data and give support agents context and history as they work with clients. A knowledge base can also be created through the system, providing self-serve documentation to help reduce incoming ticket numbers.
LiveAgent Standout Features and Integrations
Features include inbound and outbound calling, call routing and transfers, call back requests, HD video calls, call recording, automated call assignment, in-app notifications, knowledge base management with customizable themes, WYSIWYG content editor, and reporting dashboard.
Integrations include ActiveCampaign, BigCommerce, Clockify, Cloudtalk, Gmail, Jira, Magento, Pipedrive, Shopify, Slack, Trello, Twilio, and Webflow.
Pros
- Simple setup and speedy implementation
- Call center and knowledge base in one platform
- 24/7 customer support
Cons
- Full feature set may not be needed for all call centers
- Additional cost for social media tools
Talkdesk
Best enterprise call center software for AI-powered support
Talkdesk is a flexible call center solution that allows businesses to tailor their call center operations to their specific needs.
Why I picked Talkdesk: One of the cool things about Talkdesk is its use of natural language processing (NLP) technology, which enables the platform to analyze and understand customer conversations in real time. This allows Talkdesk to categorize automatically, route interactions to the most appropriate agent, and provide real-time sentiment analysis to help agents better understand the customer's mood and sentiment.
Additionally, Talkdesk's AI-powered solutions allow for predictive engagement, enabling businesses to proactively reach out to customers and address potential issues before they become problems.
Talkdesk offers a variety of routing and prioritization options, including skills-based routing, priority routing, and intelligent call routing based on customer information and history. It also integrates with various CRM, helpdesk, and other business tools.
Talkdesk Standout Features and Integrations
Features include workforce management tools, employee collaboration tools, omnichannel engagement, customer experience analytics, real-time dashboards, knowledge management, AI trainer, API access, quality management, screen recording, and performance management.
Integrations include Freshdesk, Gong.io, Keap, LiveChat, Nimble, OnePageCRM, Pipedrive, Salesforce, Shift, Slack, Userlike, Zendesk, and Zoho CRM.
Pros
- Advanced routing and prioritization options
- Omnichannel communication capabilities
- Highly customizable platform
Cons
- Limited reporting and analytics capabilities
- Steep learning curve for new users
Twilio
Best enterprise call center software for customer engagement
Twilio is a call center platform for businesses and developers. Users can use Twilio’s communication APIs to send a text message, start a chat, or get on a call with customers.
Why I picked Twilio: Twilio is a customer data platform (CDP) that allows businesses to collect, unify, and activate customer data from various sources. It provides a single customer view, allowing companies to understand their customers better and create personalized experiences. With easy-to-use APIs and integrations, Twilio helps businesses implement a data-driven approach to customer engagement.
Twilio's platform is ideal for businesses that manage large volumes of customer interactions across various channels. With standout features such as flexible APIs, automatic call distribution, and real-time reporting, Twilio enables call centers to optimize their operations and provide excellent customer experiences.
Twilio Standout Features and Integrations
Features include text-to-speech, call transcription, agent activity, queued callback, call transfers, call routing, speech recognition bot, smart voice assistance, audio and voice conferencing, and call monitoring.
Integrations include NetSuite Oracle, Pipedream, Replicant, Symbl, Zendesk, and Zapier.
Pros
- Flexible pricing plans
- Extensive integrations
- Good reporting features
Cons
- Requires knowledge of APIs
- Limited customer support
Dialpad
Best enterprise call center software for AI-powered voice intelligence technology
Dialpad is a cloud-based communication platform that offers a range of voice, video, and messaging tools to help businesses improve their customer experience. It provides a single platform for managing your team, customer interactions, calls, meetings, and messages.
Why I picked Dialpad: The best aspect of Dialpad is the assistance it provides to support agents. The built-in AI transcribes calls and offers real-time insights to agents during calls. For example, it informs the agent if they are talking too fast.
In addition, Dialpad provides several helpful features for managers, such as real-time customer sentiment so managers can understand which agent needs help. It also provides post-call summaries to help managers understand agent performance.
Dialpad Standout Features and Integrations
Features include flexible call routing, interactive voice response, real-time speech analysis, automated voicemail and callback, live caller sentiment, real-time coaching, and quality management.
Integrations include AutoReach, Clio, DataGrail, Domo, Gong, HappyFox, Helpwise, HubSpot, Intercom, Kizen, Microsoft Teams, Recruitly, Salesforce, Wingman, and Zapier.
Pros
- Helps managers provide real-time feedback to agents
- Simple and modern interface
- Integrates with popular business tools
Cons
- Limited customization options for call routing
- Occasional connectivity issues
Five9
Best enterprise call center software for cloud-based contact
Five9 is call center software that serves as a one-stop shop for all contact center needs. In addition, the software helps users manage their inbound and outbound communication needs.
Why I picked Five9: The AI functionality of Five9 automates routine tasks and improves agents' productivity. For example, the Intelligent Virtual Agent provides answers to frequently asked questions, schedules appointments, provides automated card payment processing, and more. The Agent Assist transcribes calls and provides agents with suggested responses, product recommendations, and upsell/cross-sell opportunities, among other things.
Its features, including predictive routing, AI-powered agent assist, comprehensive reporting, and analytics, make it an ideal solution for large-scale customer service operations. The platform's flexibility and scalability allow it to accommodate the needs of businesses of all sizes, while its integration with other systems and applications helps to improve efficiency.
Five9 Standout Features and Integrations
Features include an outbound dialer, omnichannel routing, lead management, intelligent virtual assistant, natural language processing, call tracking, dashboards and reports, call disposition, data import and export, and VoIP.
Integrations include Balto, Chatdesk, Freshdesk, Fuze, Gong, Logicbox, MarketSharp, Microsoft Teams, Ring Central, Salesforce, Sugar Sell, ServiceNow, Zendesk, and Zoom Phone.
Pros
- Extensive integrations
- Provides real-time call transcription
- Good predictive dialing feature
Cons
- Doesn’t offer a ticketing feature
- The interface can be challenging to navigate
Ameyo
Best enterprise call center software for outbound call campaigns
Ameyo is a customer experience platform designed to improve communication and optimize business operations for enterprises of all sizes.
Why I picked Ameyo: A remarkable aspect of Ameyo is its customizable workflow automation feature. Businesses can create unique workflows and automate lead distribution, follow-ups, and lead nurturing tasks. This feature is handy for outbound call centers as it enables agents to focus on high-value tasks and close more deals.
Additionally, Ameyo's call scripting feature helps companies create custom call scripts to ensure consistency in customer experience. The voice analytics feature uses natural language processing (NLP) and machine learning to analyze customer interactions and identify areas for improvement. Businesses can also record and monitor calls for quality assurance and training purposes.
Ameyo Standout Features and Integrations
Features include Interactive Voice Response (IVR), automatic call distributor (ACD), autodialer, number masking, click-to-call, unified agent desktop, quality monitoring, real-time agent monitoring, predictive dialer, and computer telephony integration (CTI).
Integrations include Freshdesk, Freshsales, Kapture, Lead Squared, Microsoft Dynamics 365, Salesforce, Sugar CRM, Zendesk, and Zoho.
Pros
- Good voice quality
- Easy to implement
- Good customer support team
Cons
- Reporting feature needs improvement
- Some users report server issues
Genesys Cloud CX
Best enterprise call center software for workforce engagement management
Genesys Cloud CX is a cloud contact center that provides users with various APIs and tools to create a customized software solution.
Why I picked Genesys Cloud CX: The chatbot feature of Genesys Cloud CX is an AI-powered conversational interface that can automate interactions with customers through chat. It uses natural language processing (NLP) to understand and respond to customer inquiries, providing personalized and efficient support 24/7.
One of the great things about the Genesys Cloud CX chatbot feature is its ability to seamlessly integrate with other communication channels, such as voice and email. This allows for a consistent and streamlined customer experience across all touchpoints.
Additionally, the chatbot feature can be easily customized and configured to match the branding and tone of the business, providing a personalized experience for customers. It can also handle multiple conversations simultaneously, reducing wait times and increasing customer satisfaction.
Genesys Cloud CX Standout Features and Integrations
Features include inbound and outbound campaign tools, voice services, automatic call distribution (ACD), workforce engagement management (WEM), AI and automation, interactive voice response (IVR), self-service tools, chatbots, knowledge management tools, and predictive routing.
Integrations include Airkit, Call Journey, Daisee, Eleveo, LumenVox, Microsoft Azure, Replicant, Sapling AI Writing Assistant, Topbox, Ultimate.ai, Video RTC, and Zoom Phone.
Pros
- Provides omnichannel support
- Good call routing feature
- Simple interface
Cons
- Voice quality needs improvement
- Limited ability to handle complex inquiries
Avaya Experience Platform
Best enterprise call center software for automation and self-service needs
Avaya Experience Platform is a business communication software that provides a single dashboard for managing multiple support channels, such as calls, chat, video, messaging, and more.
Why I picked Avaya Experience Platform: Avaya Experience Platform's self-service and automation feature allows businesses to automate routine customer interactions and provide self-service options to customers. One of the key components of Avaya's self-service and automation feature is its AI-powered virtual assistant.
The virtual assistant uses natural language processing to understand and respond to customer inquiries, providing a personalized and efficient support experience. It can handle routine tasks such as updating account information, providing product information, and answering frequently asked questions, freeing up live agents to handle more complex issues.
The platform also offers AI speech analytics and a noise removal feature, which helps improve the accuracy and quality of customer interactions. For example, it automatically analyzes and transcribes audio recordings and removes background noise to provide a clear audio recording. This feature uses advanced AI and machine learning algorithms to identify and extract insights from customer interactions, helping businesses better understand their customers' needs and preferences.
Avaya Experience Platform Standout Features and Integrations
Features include AI speech analytics and noise removal, attribute-based routing, workforce engagement tools, automation, self-service tools, automatic call distribution, call center management, performance management, and real-time reporting.
Integrations include CallTools, Cherwell Service Management, Creatio CRM, LogicBox, Sagicc, Tigerpaw Software, WebRezPro, XM Connect, and Zoho CRM.
Pros
- Flexible deployment options
- Automation and self-service options
- Advanced AI-powered capabilities
Cons
- Implementation and setup can be complex
- Can be costly for small businesses
NICE CXone
Best enterprise call center software for omnichannel customer experience management
NICE CXone is a comprehensive cloud contact center solution that manages omnichannel customer interactions. It has powerful features like analytics, automation, and workforce optimization.
Why I picked NICE CXone: An impressive feature of NICE CXone is its automation capabilities. The software provides various automation tools, including chatbots, virtual assistants, and robotic process automation (RPA), that can handle routine inquiries and tasks, freeing agents to focus on more complex issues.
This automation improves efficiency, reduces costs, and enhances the customer experience by providing instant responses and 24/7 availability. Moreover, NICE CXone's automation tools are designed to work with human agents, enabling them to pick up where the automation leaves off and provide personalized service.
NICE CXone Standout Features and Integrations
Features include conversational AI and chatbots, interactive voice response (IVR), knowledge management, self-service analytics, automatic call distribution (ACD), AI routing, predictive dialer, digital and voice channels, workforce management, call and screen recording, and sales performance management.
Integrations include Amazon Lex, Google Dialogflow CX, Google Dialogflow ES, Google Transcription Service, IBM Watson Assistant, Microsoft Azure, Microsoft Azure Transcription Service, and SmartAssist.
Pros
- Customizable workflows
- Strong security and compliance features
- Scalable and cloud-based solution
Cons
- Some users have reported issues with system stability
- Steep learning curve for beginners
Exotel
Best enterprise call center software for businesses in various industries
Exotel is a secure and scalable cloud communication solution for enterprises. It powers companies across industries such as BFSI and NBFC, healthcare, ecommerce, ed-tech, automobile, and logistics.
Why I picked Exotel: Exotel places a strong emphasis on privacy and security, implementing measures to protect its users' data and prevent unauthorized access. The platform complies with various international data privacy regulations such as GDPR and CCPA and employs end-to-end encryption for all calls and messages. In addition, Exotel provides users with granular control over their data, allowing them to manage access and permissions at the user and group levels.
Exotel is ideal for enterprises that require a reliable and scalable communication platform for their call center operations. The platform offers advanced features like intelligent call routing, IVR, and automatic call distribution.
Exotel Standout Features and Integrations
Features include multi-level IVR, real-time notifications, unlimited channels, call recording, visual drag-drop dashboard, real-time call reporting, call analytics, calls, SMS, missed call services, and conditional call routing.
Integrations include Bitrix24, CleverTap, Cogno, EngageBay, Enrichr, Freshdesk, HubSpot, Shopify, vtiger, WebEngage, WhatsApp, and Zoho.
Pros
- Detailed analytics and reporting capabilities
- Strong emphasis on data privacy and security
- Advanced call center features
Cons
- Certain features may require technical expertise
- Limited documentation and learning resources
The Best Enterprise Call Center Software Summary
Tool | Free Option | Price | ||
---|---|---|---|---|
1 | LiveAgent Best enterprise call center software and help desk management | 30-day free trial | From $15/agent/month | Visit Website |
2 | Talkdesk Best enterprise call center software for AI-powered support | Free demo available | From $75/user/month | Visit Website |
3 | Twilio Best enterprise call center software for customer engagement | 5000 free active hours | $1/user/hour or $150/user/month | Visit Website |
4 | Dialpad Best enterprise call center software for AI-powered voice intelligence technology | Free trial available | From $20/user/month | Visit Website |
5 | Five9 Best enterprise call center software for cloud-based contact | Free demo | Plans start at $149/month; Custom plans are also available | Visit Website |
6 | Ameyo Best enterprise call center software for outbound call campaigns | Free demo available | Pricing available upon request | Visit Website |
7 | Genesys Cloud CX Best enterprise call center software for workforce engagement management | Contact sales for trial and demo options | From $75/user/month | Visit Website |
8 | Avaya Experience Platform Best enterprise call center software for automation and self-service needs | Not available | Pricing upon request | Visit Website |
9 | NICE CXone Best enterprise call center software for omnichannel customer experience management | No trial or demo information | Contact sales for pricing | Visit Website |
10 | Exotel Best enterprise call center software for businesses in various industries | 7-day free trial available | From $200/month | Visit Website |
Other Options
Here are a few more worthwhile options that didn’t make the best enterprise call center software list:
- LiveVox
Best enterprise call center software for customizable reporting options
- Altitude Xperience
Best enterprise call center software for personalized customer journeys
- Aspect Unified IP Contact Center
Best enterprise call center software for inbound and outbound communications
- CloudTalk
Best for ease of use and scalability
- Aircall
Best for a scalable solution with advanced call routing and integration capabilities
- Salesforce Service Cloud
Best for businesses looking for a comprehensive CRM and call center solution in one
- Ooma
Best for businesses that require an affordable solution with advanced call management and analytics features
- Amazon Connect
Best for a cloud-based, pay-as-you-go solution with advanced AI
- Sinch Contact Center
Best for advanced AI and automation capabilities
- Ozonetel CloudAgent
Best for advanced IVR and virtual assistant capabilities
How I Selected the Best Enterprise Call Center Software
To create a list of the best enterprise call center software, I created an exhaustive list of enterprise call center software based on customer reviews and ratings. I picked the ones with positive user reviews.
Then, I created a selection criteria on which I assessed each tool. By evaluating each software based on these criteria, I was able to narrow down the list to the software solutions that stand out from the rest in terms of features, usability, scalability, and customer support.
Selection Criteria
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best enterprise call center software for this article.
Usability
The software should provide good customer support, educational resources, and training. It should also have a simple and intuitive interface so that agents can handle support queries efficiently.
Standout Features
I evaluated the features offered by each call center software, including automatic call distribution, IVR, self-service options, omnichannel support, real-time reporting and analytics, integration with other systems, and more.
Software Integrations
I looked at how easily the call center software can integrate with other systems such as a CRM, help desk, or marketing automation tools. I considered how easy it was to connect with other tools and whether the software provided pre-built integrations.
Pricing
I considered the pricing models of each call center software and the value for money they offer. Then, I analyzed whether the price was appropriate for the features. Also, I evaluated if the pricing was clear and transparent.
People Also Ask
Below, I have addressed the most frequently asked questions about enterprise call center software.
What is enterprise call center software?
What are the benefits of call center software?
What are the key features of call center software?
Choose the tool best suited for your needs
Each call center software listed in this article provides the essential features call centers need to thrive. At the same time, they offer unique features that differentiate them from the rest. So, the software you choose should depend on your specific business needs.
I hope this list helped you in your search for enterprise call center software. If you’d like to learn more about such tools or get the latest insights on customer experience, then sign up for The CX Lead newsletter.
Related List of Tools: Best Inbound Call Center Software