21 Best Omnichannel Contact Center Software

In the digital world, omnichannel contact centers are becoming crucial for delivering exceptional customer service. Modern customers expect seamless and consistent experiences across various communication channels. According to recent statistics, 42% of contact centers are committed to establishing an omnichannel experience, underscoring its growing importance.

I recall a time when I much preferred texting over making a voice call, especially for quick customer service interactions. This preference is now widespread, driving the need for robust omnichannel contact center solutions. This article aims to provide a comprehensive list of the top 21 omnichannel contact center software of 2023, highlighting their key features, benefits, and target audiences.

Understanding Omnichannel Contact Center Solutions

Omnichannel contact centers integrate multiple communication channels, such as phone, email, chat, and social media, into a single platform. This integration is vital for providing a consistent customer experience. Managing multiple channels can be challenging without the right tools, leading to fragmented service and frustrated customers.

Upgrading to an omnichannel contact center offers numerous benefits. These include improved customer satisfaction, increased agent productivity, and enhanced data insights. A unified approach ensures that customers receive timely and effective support regardless of the channel they choose.

Top 20 Omnichannel Contact Center Software of 2023

Bigly Sales

Features:

AI Sales & Marketing Automation: Bigly Sales offers AI-driven tools that automate sales and marketing processes, making it easier to manage and track customer interactions.
Landing Page Generation: The platform includes an AI-powered tool for creating optimized landing pages to enhance marketing efforts.
CRM Integration: Seamless integration with CRM systems ensures that all customer data is synchronized and accessible for improved decision-making.
Reporting: Comprehensive reporting tools provide insights into sales and marketing performance, helping businesses make informed strategic decisions.

Benefits:

Increases Efficiency: Automating sales and marketing processes reduces manual workload and allows teams to focus on strategic tasks.
Optimizes Marketing Efforts: AI-powered landing page generation helps create high-converting pages, enhancing overall marketing effectiveness.
Improves Customer Relationship Management: Integration with CRM systems ensures that all customer interactions are tracked and managed effectively.

Target Audience:

Businesses of All Sizes: Bigly Sales is designed to cater to the needs of businesses ranging from small startups to large enterprises.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific needs and usage requirements.

Genesys

Features:

IVR: Interactive Voice Response (IVR) automates customer interactions, providing quick and efficient responses to common inquiries and reducing the workload on agents.
Call routing: Advanced call routing ensures that incoming calls are directed to the most appropriate agent or department, improving efficiency and customer satisfaction.
CRM integration: Seamless integration with Customer Relationship Management (CRM) systems allows agents to access and update customer information in real-time, enhancing service quality.
Reporting: Comprehensive reporting tools provide detailed insights into contact center performance, helping managers identify trends and areas for improvement.

Benefits:

Scalable: Genesys can scale to meet the needs of growing businesses, ensuring that the contact center solution evolves with the company.
Reliable: The platform offers robust and reliable performance, minimizing downtime and ensuring consistent service delivery.
Suitable for large enterprises: Genesys’s features and scalability make it an excellent choice for large organizations with complex contact center needs.

Target Audience:

Large enterprises: Genesys is designed to meet the demands of large businesses that require a comprehensive and scalable contact center solution.

Pricing:

Contact for pricing details: Specific pricing information is available upon request, allowing businesses to receive customized quotes based on their unique requirements.

Humanify

Features:

AI-powered customer service automation: Humanify leverages AI to automate various aspects of customer service, reducing the workload on agents and providing faster, more accurate responses to customer inquiries.

Benefits:

Enhances customer service efficiency: By automating repetitive tasks, Humanify allows agents to focus on more complex issues, improving overall service efficiency.
Reduces Response Times: AI-driven automation ensures that customers receive prompt responses, enhancing their experience.

Target Audience:

Businesses looking to improve service efficiency: Humanify is ideal for companies seeking to streamline their customer service operations and boost efficiency.

Pricing:

Contact for pricing details: Customized pricing information is available upon request, ensuring that businesses receive tailored quotes based on their unique requirements.

Playvox

Features:

IVR: Interactive Voice Response (IVR) automates customer interactions, providing quick and efficient responses to common inquiries and reducing the workload on agents.
Call routing: Advanced call routing ensures that incoming calls are directed to the most appropriate agent or department, improving efficiency and customer satisfaction.
CRM integration: Seamless integration with Customer Relationship Management (CRM) systems allows agents to access and update customer information in real-time, enhancing service quality.
Reporting: Comprehensive reporting tools provide detailed insights into contact center performance, helping managers identify trends and areas for improvement.

Benefits:

Enhances customer experience and agent productivity: Playvox’s features help improve the overall customer experience and boost agent productivity by providing the tools needed for efficient operations.

Target Audience:

Businesses focusing on agent productivity: Playvox is designed for companies that prioritize enhancing their agents’ productivity and performance.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific needs and usage requirements.

Intellicon

Features:

Security-focused features: Intellicon includes advanced security features designed to protect customer data and ensure compliance with data protection regulations.

Benefits:

Protects customer data: Intellicon’s robust security features safeguard sensitive customer information, reducing the risk of data breaches.
Ideal for security-conscious businesses: Companies that prioritize data security will benefit from Intellicon’s focus on protecting customer information.

Target Audience:

Security-focused businesses: Intellicon is particularly suited for organizations operating in industries with stringent security requirements, such as finance and healthcare.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific security needs and usage requirements.

LeadDesk

Features:

Sales-focused features: LeadDesk includes tools for lead tracking, pipeline management, and deal closing, making it a comprehensive solution for sales-driven businesses.
Call routing: Advanced call routing capabilities ensure that calls are directed to the right agent or department, improving response times and customer satisfaction.
CRM integration: Seamless integration with CRM systems allows agents to access and update customer information in real-time, enhancing service quality.
Reporting: Detailed reporting tools offer insights into sales performance, helping managers make data-driven decisions.

Benefits:

Improves sales process: LeadDesk’s features streamline the sales process, enhancing efficiency and effectiveness in lead management and deal closing.

Target Audience:

Sales-driven businesses: LeadDesk is ideal for companies that focus heavily on sales and need a robust platform to manage their sales processes.

Pricing:

Contact for pricing details: Specific pricing information is available upon request, allowing businesses to receive customized quotes based on their unique requirements.

Ameyo Contact Center

Features:

IVR: Interactive Voice Response (IVR) allows automated interaction with callers, providing self-service options and routing calls efficiently.
Call routing: Advanced call routing ensures that incoming calls are directed to the most appropriate agent or department, reducing wait times and enhancing customer satisfaction.
CRM integration: Seamless integration with Customer Relationship Management (CRM) systems helps agents access customer data and history, enabling personalized and informed interactions.
Contact center reporting: Comprehensive reporting tools provide insights into contact center performance, helping managers make data-driven decisions and improve operations.

Benefits:

Affordable: Ameyo offers cost-effective solutions suitable for businesses of all sizes, ensuring that high-quality contact center capabilities are accessible without breaking the bank.
Easy to use: The user-friendly interface and intuitive design make it simple for agents and managers to navigate and utilize the software effectively.
Suitable for all business sizes: Ameyo’s scalability ensures it can cater to the needs of both small businesses and large enterprises.

Target Audience:

Small to large businesses: Ameyo is designed to meet the needs of a wide range of businesses, from startups to established corporations.

Pricing:

Contact for pricing details: Specific pricing information is available upon request, allowing businesses to receive customized quotes based on their unique requirements.

Convin

Features:

Customer intelligence: This feature provides valuable insights into customer behavior and preferences, helping businesses tailor their interactions and improve satisfaction.
Automated QA: Automated Quality Assurance (QA) tools ensure that interactions meet predefined standards, enhancing service quality and consistency.
Live-assist: Real-time assistance features support agents during live interactions, improving response times and accuracy.
CRM integration: Integration with CRM systems ensures that agents have access to up-to-date customer information, facilitating personalized service.
Reporting: Detailed reporting tools offer insights into performance metrics, enabling continuous improvement and strategic planning.

Benefits:

Focus on call quality management: Convin emphasizes high-quality interactions, ensuring that customer service remains top-notch.
Free call quality management software: Businesses can access call quality management tools at no additional cost, enhancing value.

Target Audience:

Businesses focused on call quality: Convin is ideal for companies that prioritize delivering exceptional customer service through meticulous call quality management.

Pricing:

Contact for pricing details: Customized pricing is available upon request, ensuring that businesses receive a quote tailored to their needs.

Convoso

Features:

IVR: Interactive Voice Response (IVR) automates caller interactions, providing efficient self-service options and directing calls to the right agents.
Call routing: Advanced call routing capabilities ensure that calls are promptly and accurately directed to the appropriate department or agent.
CRM integration: Seamless integration with CRM systems allows agents to access customer data in real-time, enhancing service quality.
Reporting: Comprehensive reporting tools provide valuable insights into call center performance, helping businesses identify areas for improvement.

Benefits:

Affordable: Convoso offers cost-effective solutions, making it accessible to businesses with limited budgets.
Easy to use: The intuitive interface simplifies the learning curve for agents and managers, ensuring quick adoption.
Ideal for small businesses: Convoso’s features and pricing are well-suited to the needs of small businesses.

Target Audience:

Small businesses: Convoso is designed to meet the unique requirements of small enterprises looking to optimize their contact center operations.

Pricing:

Contact for pricing details: Businesses can obtain a personalized quote based on their specific needs and usage.

3CX

Features:

Hosted PBX: Hosted Private Branch Exchange (PBX) solutions provide a cloud-based phone system, eliminating the need for on-premises hardware.
Call routing: Advanced call routing features ensure that incoming calls are efficiently directed to the appropriate agents or departments.
CRM integration: Integration with CRM systems provides agents with real-time access to customer data, improving service quality.
Reporting: Detailed reporting tools offer insights into contact center performance, helping managers make informed decisions.

Benefits:

Cost-effective for adding a contact center to existing phone systems: 3CX provides a budget-friendly solution for businesses looking to enhance their existing phone systems with contact center capabilities.

Target Audience:

Businesses looking to add contact center capabilities: 3CX is ideal for companies that want to upgrade their current phone systems without significant additional investment.

Pricing:

Contact for pricing details: Custom pricing information is available upon request, allowing businesses to receive tailored quotes.

Five9

Features:

Call routing: Advanced call routing capabilities ensure that calls are directed to the most appropriate agents, improving efficiency and customer satisfaction.
CRM integration: Seamless CRM integration allows agents to access and update customer information in real-time, enhancing service quality.
Reporting: Comprehensive reporting tools provide valuable insights into contact center performance, enabling continuous improvement.

Benefits:

Scalable: Five9 can scale to meet the needs of growing businesses, ensuring that the contact center solution evolves with the company.
Reliable: The platform offers robust and reliable performance, minimizing downtime and ensuring consistent service delivery.
Suitable for large enterprises: Five9’s features and scalability make it an excellent choice for large organizations with complex contact center needs.

Target Audience:

Large enterprises: Five9 is designed to meet the demands of large businesses that require a comprehensive and scalable contact center solution.

Pricing:

Contact for pricing details: Specific pricing information is available upon request, allowing businesses to receive customized quotes based on their unique requirements.

BetterCommerce

Features:

IVR: Interactive Voice Response (IVR) allows e-commerce businesses to automate customer interactions, providing quick and efficient responses to common inquiries.
Call routing: Advanced call routing ensures that customer calls are directed to the appropriate department or agent, reducing wait times and enhancing customer satisfaction.
Reporting: Comprehensive reporting tools provide detailed insights into contact center performance, helping managers identify trends and areas for improvement.

Benefits:

Optimized for e-commerce businesses: BetterCommerce is specifically designed to meet the unique needs of e-commerce companies, offering features that enhance the online shopping experience and streamline customer support.

Target Audience:

E-commerce businesses: This software is ideal for online retailers looking to improve their customer service capabilities and manage high volumes of customer interactions efficiently.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific needs and usage requirements.

Bright Pattern

Features:

AI-powered automation: Advanced AI-driven automation capabilities streamline customer interactions, reducing the workload on agents and providing faster, more accurate responses to customer inquiries.
Call routing: Intelligent call routing ensures that incoming calls are directed to the most appropriate agent or department, enhancing efficiency and customer satisfaction.
FAQ response: Automated FAQ response features allow customers to receive instant answers to common questions, improving the overall customer experience.

Benefits:

Enhances customer service efficiency: By leveraging AI-powered tools and intelligent call routing, Bright Pattern helps businesses improve their customer service efficiency and deliver superior support.

Target Audience:

Businesses looking to enhance service efficiency: Bright Pattern is ideal for companies seeking to optimize their customer service operations and reduce the burden on their agents.

Pricing:

Contact for pricing details: Customized pricing information is available upon request, ensuring that businesses receive tailored quotes based on their unique requirements.

Talkdesk

Features:

Multichannel support (phone, email, chat, social media): Talkdesk provides comprehensive support for multiple communication channels, allowing businesses to interact with customers through their preferred method.
Call routing: Advanced call routing capabilities ensure that calls are directed to the right agent or department, improving response times and customer satisfaction.
Reporting: Detailed reporting tools offer insights into contact center performance, helping managers make data-driven decisions.

Benefits:

Seamless customer experience across channels: Talkdesk ensures a consistent and seamless experience for customers, regardless of the communication channel they choose to use.

Target Audience:

Businesses seeking comprehensive multichannel support: Talkdesk is ideal for companies looking to provide a unified and cohesive customer experience across various communication platforms.

Pricing:

Contact for pricing details: Specific pricing information is available upon request, allowing businesses to receive customized quotes based on their unique requirements.

Vocalcom

Features:

Compliance-focused: Vocalcom places a strong emphasis on compliance, ensuring that businesses adhere to relevant regulations and standards.
GDPR and CCPA compliance: The software is designed to help businesses comply with important data protection regulations, such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).

Benefits:

Ideal for businesses with strict regulatory requirements: Vocalcom is perfect for companies that need to ensure compliance with stringent regulatory standards, providing peace of mind and reducing the risk of non-compliance penalties.

Target Audience:

Businesses with strict compliance needs: This software is particularly suited for organizations operating in heavily regulated industries, such as finance and healthcare.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific compliance requirements and usage needs.

XCALLY

Features:

IVR: Interactive Voice Response (IVR) automates customer interactions, providing quick and efficient responses to common inquiries and reducing the workload on agents.
Call routing: Advanced call routing ensures that incoming calls are directed to the most appropriate agent or department, improving efficiency and customer satisfaction.
CRM integration: Seamless integration with Customer Relationship Management (CRM) systems allows agents to access and update customer information in real-time, enhancing service quality.
Reporting: Comprehensive reporting tools provide detailed insights into contact center performance, helping managers identify trends and areas for improvement.

Benefits:

Affordable: XCALLY offers cost-effective solutions, making it accessible to businesses with limited budgets.
User-friendly: The intuitive interface simplifies the learning curve for agents and managers, ensuring quick adoption and efficient operation.
Targeted at the Latin American market: XCALLY is designed to meet the unique needs of businesses operating in the Latin American region, offering localized features and support.

Target Audience:

Latin American businesses: This software is ideal for companies in Latin America looking to optimize their contact center operations and improve customer service.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific needs and usage requirements.

Telerain

Features:

IVR: Interactive Voice Response (IVR) automates customer interactions, providing quick and efficient responses to common inquiries and reducing the workload on agents.
Call routing: Advanced call routing ensures that incoming calls are directed to the most appropriate agent or department, improving efficiency and customer satisfaction.
CRM integration: Seamless integration with Customer Relationship Management (CRM) systems allows agents to access and update customer information in real-time, enhancing service quality.
Reporting: Comprehensive reporting tools provide detailed insights into contact center performance, helping managers identify trends and areas for improvement.

Benefits:

Affordable: Telerain offers cost-effective solutions, making it accessible to businesses with limited budgets.
User-friendly: The intuitive interface simplifies the learning curve for agents and managers, ensuring quick adoption and efficient operation.
Targeted at the European market: Telerain is designed to meet the unique needs of businesses operating in the European region, offering localized features and support.

Target Audience:

European businesses: This software is ideal for companies in Europe looking to optimize their contact center operations and improve customer service.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific needs and usage requirements.

CommBox

Features:

Call routing: Advanced call routing capabilities ensure that calls are promptly and accurately directed to the appropriate department or agent.
CRM integration: Integration with CRM systems allows agents to access customer data in real-time, enhancing service quality.
Reporting: Comprehensive reporting tools provide valuable insights into contact center performance, helping businesses identify areas for improvement.

Benefits:

Affordable: CommBox offers cost-effective solutions, making it accessible to small and medium-sized businesses (SMBs).
User-friendly: The intuitive interface simplifies the learning curve for agents and managers, ensuring quick adoption.
Ideal for SMBs: CommBox’s features and pricing are well-suited to the needs of small and medium-sized businesses.

Target Audience:

Small and medium-sized businesses: CommBox is designed to meet the unique requirements of SMBs looking to optimize their contact center operations.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific needs and usage requirements.

Mitrol

Features:

Security-focused features: Mitrol includes advanced security features designed to protect customer data and ensure compliance with data protection regulations.

Benefits:

Protects customer data: Mitrol’s robust security features safeguard sensitive customer information, reducing the risk of data breaches.
Ideal for security-conscious businesses: Companies that prioritize data security will benefit from Mitrol’s focus on protecting customer information.

Target Audience:

Businesses with a focus on security: Mitrol is particularly suited for organizations operating in industries with stringent security requirements, such as finance and healthcare.

Pricing:

Contact for pricing details: Businesses can obtain personalized pricing information based on their specific security needs and usage requirements.

Observe.ai

Features:

AI-powered automation: Advanced AI-driven automation capabilities streamline customer interactions, reducing the workload on agents and providing faster, more accurate responses to customer inquiries.
Call routing: Intelligent call routing ensures that incoming calls are directed to the most appropriate agent or department, enhancing efficiency and customer satisfaction.
FAQ response: Automated FAQ response features allow customers to receive instant answers to common questions, improving the overall customer experience.

Benefits:

Enhances customer experience and agent productivity: By utilizing AI-powered tools and intelligent call routing, Observe.ai helps businesses improve their customer service efficiency and agent productivity.

Target Audience:

Businesses looking to boost productivity: Observe.ai is ideal for companies seeking to enhance their contact center operations and increase agent productivity.

Pricing:

Contact for pricing details: Customized pricing information is available upon request, ensuring that businesses receive tailored quotes based on their unique requirements.

Upstream Works

Features:

Multichannel support (phone, email, chat, social media): Upstream Works provides comprehensive support for multiple communication channels, allowing businesses to interact with customers through their preferred method.
Call routing: Advanced call routing capabilities ensure that calls are directed to the right agent or department, improving response times and customer satisfaction.
Reporting: Detailed reporting tools offer insights into contact center performance, helping managers make data-driven decisions.

Benefits:

Seamless customer experience across channels: Upstream Works ensures a consistent and seamless experience for customers, regardless of the communication channel they choose to use.

Target Audience:

Businesses seeking comprehensive multichannel support: Upstream Works is ideal for companies looking to provide a unified and cohesive customer experience across various communication platforms.

Pricing:

Contact for pricing details: Specific pricing information is available upon request, allowing businesses to receive customized quotes based on their unique requirements.

Benefits of Omnichannel Contact Center Solutions

Improved Customer Experience

Omnichannel contact centers provide a seamless and consistent experience across various communication channels. This integration leads to higher client satisfaction and loyalty as customers can interact with the business through their preferred channel without disruption.

Increased Efficiency

A unified platform enables better integration, resulting in improved agent productivity. Faster response times and reduced call handling times contribute to overall efficiency. Agents can access all necessary information in one place, leading to quicker resolutions.

Improved Data Insights

With comprehensive data collection and analysis, businesses can make informed decisions and offer tailored services. Omnichannel contact centers provide valuable insights into customer behavior and preferences, enabling more effective strategies.

Reduced Costs

In the long term, omnichannel contact centers help reduce costs by optimizing agent utilization and reducing call volumes. Efficient handling of customer interactions leads to cost savings and better resource management.

Increased Flexibility

Omnichannel solutions allow businesses to adapt to changing customer preferences and market trends. Integration of new communication channels becomes easier, ensuring the business remains up-to-date with technological advancements.

Competitive Advantage

Providing a convenient and seamless communication experience gives businesses a competitive edge. Attracting and retaining customers becomes easier, differentiating the business in a crowded market.

Future-Proofing

Adapting to technological evolution and emerging communication channels ensures the business remains agile and aligned with customer expectations. Future-proofing through omnichannel solutions is essential for long-term success.

Conclusion

Omnichannel contact centers are vital for delivering exceptional customer service in today’s digital age. The software solutions listed above offer a range of features and benefits to meet various business needs. Exploring these options can revolutionize your customer engagement strategy. To find the best fit for your business, book a demo and experience the benefits of omnichannel contact center solutions firsthand.