The contact center software market is crowded, with a wide variety of solutions available to businesses of all sizes. Gartner, a leading research and advisory firm, has released its annual list of the top 15 contact center software vendors for 2023.
These vendors offer a wide range of features and capabilities, including:
- Multichannel customer interaction management
- Workforce optimization
- Analytics and Reporting
- Self-service and knowledge management
- Integration with other business applications
Your business’s best contact center software will depend on your specific needs and requirements. However, the vendors on Gartner’s list offer a good starting point for your research.
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The 15 Best Contact Center Software Gartner 2023
1. Genesys Cloud
Genesys Cloud is a cloud-based contact center platform that offers a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Easy to use
- Scalable
- Secure
- Affordable
Cons:
- Some features can be complex to configure
2. Avaya OneCloud Contact Center
Avaya OneCloud Contact Center is a cloud-based platform offering many features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and Reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Powerful features
- Easy to use
- Scalable
- Secure
Cons:
- Can be expensive
3. Five9
Five9 is a cloud-based contact center platform that offers a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and Reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Easy to use
- Scalable
- Secure
- Affordable
Cons:
- Some features can be complex to configure
4. NICE inContact
NICE inContact is a cloud-based contact center platform that offers a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and Reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Powerful features
- Easy to use
- Scalable
- Secure
Cons:
- Can be expensive
5. Cisco Unified Contact Center Enterprise
Cisco Unified Contact Center Enterprise is a cloud-based platform offering a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and Reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Powerful features
- Easy to use
- Scalable
- Secure
Cons:
- Can be expensive
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6. Talkdesk
Talkdesk is a cloud-based contact center platform that offers a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Easy to use
- Scalable
- Secure
- Affordable
Cons:
- Some features can be complex to configure
7. Zoho Desk
Zoho Desk is a cloud-based contact center platform that offers a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Easy to use
- Affordable
- Scalable
- Secure
Cons:
- Some features can be complex to configure
8. RingCentral Contact Center
RingCentral Contact Center is a cloud-based platform offering a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Easy to use
- Affordable
- Scalable
- Secure
Cons:
- Some features can be complex to configure
9. EngageBay
EngageBay is a cloud-based contact center platform that offers a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Easy to use
- Affordable
- Scalable
- Secure
Cons:
- Some features can be complex to configure
10. Freshdesk Contact Center
Freshdesk Contact Center is a cloud-based platform offering a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Easy to use
- Affordable
- Scalable
- Secure
Cons:
- Some features can be complex to configure
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11. CallMiner
CallMiner is a cloud-based contact center platform that offers a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Powerful features
- Easy to use
- Scalable
- Secure
Cons:
- Can be expensive
12. SAP Customer Experience
SAP Customer Experience is a cloud-based contact center platform that offers a wide range of features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and Reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Powerful features
- Easy to use
- Scalable
- Secure
Cons:
- Can be expensive
13. Tata Communications Contact Center
Tata Communications Contact Center is a cloud-based platform offering many features and capabilities. It is a good choice for businesses of all sizes and is particularly well-suited for businesses that want to improve their customer experience.
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
- Powerful features
- Easy to use
- Scalable
- Secure
Cons:
- Can be expensive
14. 3CX Contact Center
3CX Contact Center is a cloud-based contact center platform that offers a wide range of features
Features:
-
- Multichannel customer interaction management
- Workforce optimization
- Analytics and reporting
- Self-service and knowledge management
- Integration with other business applications
Pros:
-
- Affordable
- Easy to use
- Scalable
- Secure
Cons:
-
- Some features can be complex to configure
Read Also: 20 Best Cloud Call Center Software 2023
Prices
Center starts at $145 per month for up to 4 concurrent calls. The price increases as the number of concurrent calls increases. Here is a table of the prices for the Contact Center:
| Concurrent Calls | Price |
|---|---|
| 4 | $145/month |
| 8 | $265/month |
| 16 | $595/month |
| 24 | $895/month |
| 32 | $1,195/month |
| 48 | $1,795/month |
| 64 | $2,395/month |
| 96 | $4,045/month |
| 128 | $4,945/month |
| 192 | $7,875/month |
| 256 | $10,495/month |
| 512 | $16,495/month |
| 1024 | $29,995/month |
How to Choose the Best Contact Center Software for Your Business
When choosing a contact center software, there are a few factors you should consider:
- Your budget: Contact center software can range in price from a few hundred dollars to several thousand dollars per month.
- The size of your business: If you have a small business, you may not need all the features of a large enterprise contact center software.
- Your specific needs: What features are most important to you? Do you need a solution that can handle multiple channels of communication? Do you need workforce optimization features?
- Your level of technical expertise: Some contact center software is more complex to configure than others. If you don’t have a lot of technical expertise, you may want to choose a more user-friendly solution.
Once you’ve considered these factors, you can start to narrow down your choices. It’s a good idea to read reviews of different contact center software solutions before deciding.
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Conclusion
The contact center software market is constantly evolving, so it’s essential to do your research before deciding. The vendors on Gartner’s list offer a good starting point, but you should also consider your specific needs and requirements. Choosing the right contact center software can improve your customer experience and boost your business.