20 Best Enterprise Call Center Software in 2023

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.