<p>Contact center software has existed since the dawn of digital contact centers decades ago. But, in recent years, the contact center software industry has changed significantly.</p>
<p>New technologies, such as generative AI, have spawned powerful and innovative contact center features. Hyperscalers, too, like Microsoft and Amazon, have entered the space, hoping to use their command of adjacent markets to claim a slice of the contact center software ecosystem.</p>
<p>All these developments prompt a re-evaluation of <a href=”https://www.techtarget.com/searchcustomerexperience/feature/The-ultimate-guide-to-contact-center-modernization”>modern contact center platform options</a>. Below, we identify the leading contact center platforms and summarize their key features and drawbacks so businesses can make informed decisions when evaluating these products.</p>
<p>In developing this list, we examined research and independent user reviews from leading analyst firms and buyer intelligence platforms. Based on this analysis, we created an unranked list of the top 19 contact center platforms. The list is in alphabetical order.</p>
<p>The software providers range from new players to more established vendors. While they all deliver <a href=”https://www.techtarget.com/searchcustomerexperience/How-to-choose-a-contact-center-software-system”>core contact center software capabilities</a>, they vary in areas like major features, pricing, AI capabilities, scalability and integrations.</p>
<section class=”section main-article-chapter” data-menu-title=”1. 8×8″>
<h2 class=”section-title”><i class=”icon” data-icon=”1″></i>1. 8×8</h2>
<p>Founded in 1987, 8×8 has built up its contact center platform over many years, largely through acquisitions. What began as a basic voice calling tool has evolved into a full-fledged platform for multi-channel customer interaction.</p>
<h3>Key features</h3>
<ul type=”disc” class=”default-list”>
<li><b>Analytics.</b> Detailed analytics and reporting provide real-time feedback on customer interactions.</li>
<li><b>Intelligent call routing.</b> Interactive voice response and customized call routing help to personalize the <a href=”https://www.techtarget.com/searchcustomerexperience/definition/customer-experience-CX”>customer experience</a> (CX).</li>
<li><b>Extensive CRM integration.</b> Integrations with popular CRM platforms make it easy to use CRM data during customer interactions.</li>
</ul>
<h3>Scalability</h3>
<p>8×8’s cloud-based hosting model allows the platform’s software to scale easily. Flexible licensing also helps enable scalability from a purchasing standpoint.</p>
<h3>Integrations</h3>
<p>8×8 integrates by default with major CRM and communications platforms like Salesforce, HubSpot and Microsoft Teams. An API enables custom integrations.</p>
<h3>Pricing</h3>
<p>Pricing varies widely depending on feature selection, and 8×8 offers custom quotes rather than publishing pricing details publicly. As a baseline, however, pricing generally starts around $20 per user per month, although it can extend above $100 per user per month for feature-rich plans.</p>
<p>8×8 is most notable for its affordable pricing for basic plans and easy integration with external platforms.</p>
</section>
<section class=”section main-article-chapter” data-menu-title=”2. Amazon Connect”>
<h2 class=”section-title”><i class=”icon” data-icon=”1″></i>2. Amazon Connect</h2>
<p>Introduced in 2017, Amazon Connect offers a centralized hub from which <a href=”https://www.techtarget.com/searchcustomerexperience/answer/5-ways-to-improve-call-center-agent-performance?Offer=ab_MeteredFormCopyEoc_var3″>contact center agents</a> can engage with customers across multiple channels, including voice, chat and messaging. It also integrates with other Amazon products and services. In 2023, Amazon Connect incorporated several AI-based capabilities, such as support for creating virtual assistants.</p>
<h3>Key features</h3>
<ul type=”disc” class=”default-list”>
<li><b>Centralized interface.</b> Contact center agents can handle interactions via voice, chat, email and text through a centralized channel.</li>
<li><b>No-code flow builder.</b> To configure workflows for different types of interactions or customer needs, businesses can use a visual workflow builder.</li>
<li><b>AI-driven automation.</b> Partly via integrations with other Amazon services — such as Lex, which powers AI chatbots — Amazon Connect enables the automation of some
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