Best Contact Center Software

Why We Chose RingCX

We chose RingCX as the best call center software for reliability thanks to it’s strong reputation for stable, consistent communications platforms. RingCentral has been a leader in the space since the 1990s and in our frequent reviews of everything from their call center software to their business phone systems, we’re repeatedly impressed with how reliable their services are. In our testing, we also liked RingCX’s intuitive user interface, which combines plenty of features in a navigation scheme that feels natural.

Other tools we particularly like in RingCX include the AutoDiscovery feature, which automatically monitors communications for keywords and phrases, linking them together into a word cloud-style grid to see what common themes emerge as customers contact agents. RingCentral also includes sentiment analysis and agent training through customizable templates so you can optimize how your agents interact with customers.

RingCX offers integrations with leading CRM software, such as Salesforce (pictured above.) We liked seeing seamless integrations with CRM software, which are helpful for immediately updating customer profiles when new interactions occur. Source: RingCentral

RingCX Cost

RingCX starts at $65 monthly per agent when paid annually. This pricing plan includes all the features we looked for in a call center software, as well as unlimited inbound and outbound calling, RingSense AI support for call summaries and sentiment analysis, and a virtual agent to help support call and message routing.

Additionally, a custom plan is available to enterprises that need a solution tailored to their particular needs. To obtain a custom quote for the enterprise plan, contact the RingCentral sales team and describe the scope of services your business requires.

RingCX Pros

• RingCX provides extensive AI tools that support agents by providing customer sentiment analysis and features like AutoDiscovery monitoring of keywords and phrases.
• We liked the overall user experience of RingCX, which blends powerful features with straightforward navigation.
• There are more than 300 integrations available for RingCX with other top business software, including major CRM systems.

RingCX Cons

• Pricing is not publicly available for RingCX and custom quotes are required.
• RingCX does not offer a free trial, so you can’t try it before you buy. However, you can attend a free demonstration with a sales rep.
• Certain features may cost extra, so be sure to ask the sales rep for a clear breakdown of what you’d be paying for before you buy.

What RingCX Customers Have To Say

We reviewed customer feedback about RingCX to see how real-life users’ experiences lined up with our testing experience. Customers often said RingCX provided strong value for the price they paid, and many applauded how smooth the setup and implementation process was. However, some users complained that messages were sometimes not sent to customers and calls were occasionally dropped mid-conversation. RingCX earned a 7.9/10 from users on TrustRadius.

Read our full RingCX review for more information.

Why We Chose Salesforce Service Cloud

We chose Salesforce Service Cloud as the best call center software for customization because it provides intuitive guided workflows that can be built with a point-and-click system anyone can manage. We also like the robust customer support and online community with vast resources that can help new users set up the system in a way that naturally blends with their team’s existing workflows. Salesforce also offers other useful platforms, like its CRM system and Marketing Cloud, which can seamlessly integrate with the Service Cloud call center software — we found this ideal for large businesses that want to centralize all their sales and marketing functions in one system.

Salesforce Service Cloud offers a comprehensive view of important information, including customer profiles and sentiment analysis. We liked how much data the system displays, but we did find there is a bit of a learning curve to adapt to everything it has to offer. Source: Salesforce

Salesforce Service Cloud Cost

Salesforce Service Cloud Pros

• The highest pricing tier of Salesforce Service Cloud has a comprehensive slate of features that provides everything even enterprise businesses need.
• Salesforce has the highest number of pre-built integrations and native apps out of any platform we reviewed.
• You can choose any VoIP provider or business phone system when using Salesforce Service Cloud.

Salesforce Service Cloud Cons

• The lowest pricing tier of Salesforce Service Cloud is relatively limited in features compared to other platforms we reviewed.
• Some of the most useful features are considered add-ons even at the highest pricing tier and will increase total cost.
• Phone-based customer support is only available at Premier and Signature customer support plans, which can further increase costs.

What Salesforce Customers Have To Say

We reviewed customer feedback from Salesforce Service Cloud users to see how their experiences lined up with our research. Users found Salesforce to have a strong list of useful features and provide a lot of value for the price tag. However, many said setup and implementation was a challenging and lengthy process. Salesforce Service Cloud earned an 8.8/10 from users on TrustRadius.

Read our full Salesforce Service Cloud review for more information.

Why We Chose Five9

We chose Five9 as the best call center software for integrations because it includes more than 130 easily configured integrations with top names like Oracle, Slack, Gmail and IBM Watson. We were also impressed with features like Five9’s intelligent virtual agent (IVA), which helps analyze customer sentiment and service quality, and its intuitive workflow management tools with drag-and-drop capabilities.

We like that Five9’s CRM integrations can be used in their prebuilt form or modified. Even the performance management dashboards can be customized to suit client-specific needs and roles. Thanks to Five9’s open API, you can also integrate it with any business software you use that doesn’t have a pre-built integration with the system.

We liked Five9’s slate of features, which we felt were comprehensive and effective. There is a bit of a learning curve to the system, but with a bit of training and time, your agents should be able to acclimate to it without much issue. Source: Five9

Five9 Cost

Five9 Pros

• More than 130 pre-built integrations and an open API make it easy to integrate Five9 with your existing tech stack.
• High levels of security protect customer information and comply with PCI DSS standards.
• Regulatory compliance tools help ensure your business stays compliant with data privacy laws and avoids data breaches.

Five9 Cons

• The platform is one of the more expensive we reviewed.
• There is no free trial available, so you’ll have to settle for a demonstration with a sales rep.
• There is a learning curve associated with the software and training is recommended.

What Five9 Customers Have To Say

We reviewed customer feedback about Five9 to see how it compares to our testing experience. Many users cited an efficient setup and implementation as a big plus, and customers generally reported that Five9 was well worth the money they paid. However, some claimed inconsistent call quality was an issue for their agents. Five9 earned an 8.2/10 from users on TrustRadius.

Read our full Five9 review for more information.

Why We Chose GoToConnect Contact Center

We chose GoToConnect Contact Center as the best call center software for value because its basic pricing tier provides all the features a business needs to support its customer service team at a highly competitive rate. While it wasn’t the cheapest pricing plan we found in our review, it was by far the most comprehensive, whereas others in the same ballpark were limited to the most basic features only. We also like that GoTo offers a 14-day free trial so you can test the platform out and determine if the basic tier’s features are suitable for your business before you buy.

Although it offers omnichannel support, GoTo Contact Center excels at telephone support. Features like intelligent call routing can drive calls to agents with specific skill sets or language capabilities, while call queues can be customized with variable-frequency promotional messages and announcements.

We liked how GoTo provides easy-to-understand visualizations of important data, such as incoming calls and messages and analyses of service quality. Supervisors and agents can quickly reference this data to identify areas for improvement and coaching. Source: GoTo

GoToConnect Contact Center Cost

GoToConnect Contact Center Pros

• The core plan offers all the features a small business needs to run its customer service team at a highly competitive price.
• GoTo Contact Center provides an intuitive user experience that won’t take much training or time for agents to learn.
• If you need a business phone system as well, GoTo offers a bundled service that combines the call center software with its unified communications platform.

Tip: If you’re in the market for a business phone system as well, check out our GoTo Connect review. You can also review our other picks for the best business phone systems.

GoToConnect Contact Center Cons

• There isn’t a lot of customization available with GoToConnect Contact Center, so we recommend testing it out to make sure it’s suitable before you buy.
• Certain features are only available to administrators and not individual agents.
• Email is not supported in GoToConnect Contact Center, which could be a challenge for businesses with customers who like email support.

What GoToConnect Contact Center Customers Have To Say

We reviewed customer feedback about GoToConnect Contact Center to see if users’ experiences were similar to our testing and research. We found users were generally pleased with the setup and implementation process and felt it lived up to their expectations when it came to features and performance. However, some customers were disappointed by the system’s lack of flexibility and customization. GoTo received an 8.1/10 from users on TrustRadius.

Read our full GoTo Contact Center review for more information.

Why We Chose Twilio

We chose Twilio as the best call center software for automation because it offers the flexibility to set up custom, automated workflows that suit your team. We like how adaptable Twilio is, allowing admins to tailor it to the way your customer service team already works rather than requiring your agents to adapt to a new system. We also were impressed with its comprehensive omnichannel support, allowing agents to manage communications across any channel your customers prefer, be it phone, live chat, email, text message or third-party app.

We liked Twilio’s flexible workflow automations tool, which allows admins to set up processes to direct customer communications to the right agent with ease. We found this tool to be useful for streamlining the way teams work, providing agents with the information they need to satisfy customer inquiries efficiently. Source: Twilio

Twilio Pros

• Highly customizable and flexible system that can be tailored to suit your team’s existing workflows.
• Pay-as-you-go and monthly subscription pricing models offer you the choice of what makes the most sense for your business’s needs.
• Agent and supervisor dashboards are intuitive and clear, providing useful data at a glance.

Twilio Cons

• To get the most out of Twilio, you’ll need a programmer to help you set the system up.
• Small businesses with basic needs or a tight budget may not need all the features Twilio offers.
• Twilio has a bit of a learning curve and training is recommended for team members who will use the software.

What Twilio Customers Have To Say

We reviewed customer feedback from Twilio users to see if their experience lined up with our testing. Users often praised Twilio for its subscription plans and high levels of customization. However, some users cited customer support wait times as an issue. Despite our positive testing experience, some users also claimed uptime reliability was questionable. Twilio earned a 7.4/10 from users on TrustRadius.

Read our full Twilio review for more information.