Fact Checked by Editorial Staff
Today’s Contact Center Infrastructure (CCI) Softwares are incredibly versatile, and because of strong competition, have remained a relatively low-cost investment for most.
Currently, with dozens of options available for Contact Center Infrastructure (CCI) Software in the market – finding the right Contact Center Infrastructure (CCI) Software of 2024 can be tricky.
So we spent dozens of hours researching and testing everyone we could get my hands on.
Based on our experience with the apps, here are 10 Best Contact Center Infrastructure (CCI) Software. Click on any app to learn more about why we chose it, or keep reading for more context on Contact Center Infrastructure (CCI) Software.
On this page, you’ll learn about the following:
What is Contact Center Infrastructure (CCI) Software?
Infrastructure for contact centers CCI software, or call center infrastructure software, provides the tools needed to set up and run a contact center. CCI software helps businesses create an efficient contact center to help them stay connected with their customers CCI is primarily used by customer service teams to manage inbound and outbound communications, but it also offers tools for managing operations and back office chores like as workflow management, personnel monitoring, and productivity measurement. While CCI was originally designed to be installed on-premises, new cloud infrastructure technologies have enabled the design and implementation of cloud contact centers. This category includes products that provide a complete cloud-hosted infrastructure solution with capabilities such as call routing, call recording, and monitoring. Call distribution is automated. Interactive voice response and ACD IVR Some software suppliers, such as local area network LAN and VoIP providers, can offer options for establishing infrastructure for contact center network access. A variety of extra features may be available in a CCI bundle depending on the provider and the membership plan. CRM software is regularly integrated with CCI products. A product must meet certain criteria to be considered for inclusion in the Contact Center Infrastructure CCI category. Distribute incoming calls or manage outbound center phone number assignments. Manage and store information about consumer and agent calls. Provide a comprehensive infrastructure solution that includes call management, routing, and recording, as well as analytics. Managers should be able to track and monitor calls. Include the following characteristics: universal communications automated call distributor voice response that is interactive Integrations with computer telephony and/or universal queue management CTI
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10 Best Contact Center Infrastructure (CCI) Software
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Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, deep vertical expertise, and global footprint reflect our commitment to ensuring that businesses everywhere can deliver better customer experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes. Over 1,800 innovative companies around the world, including Acxiom, Fujitsu, Hunter Douglas, IBM, Trivago, Tuft & Needle, YMCA, and 2U partner with Talkdesk to deliver a better way to great customer experience. Talkdesk offers Talkdesk CX Cloud, Talkdesk Industry Experience Clouds, and Talkdesk Phone all on one platform for an integrated holistic customer experience journey that is unified and seamless. Talkdesk CX Cloud™ combines enterprise scale with consumer simplicity, delivering unprecedented advantages of speed, agility, reliability, and security. Along with our flagship CX Cloud, we offer Talkdesk industry Experience CloudsTM which are purpose-built to meet the needs of vertical sectors to improve CX and generate industry-specific business outcomes. We offer the first and only business phone system natively built on a leading cloud contact center platform, which reduces costs and provides a better way for hybrid workforces to deliver great customer experiences.
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NICE (formerly NICE inContact) is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with NICE CXone. NICE is recognized as a market leader by the leading industry analyst firms. www.niceincontact.com .
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Nextiva is a platform that brings communications together with business applications, intelligence, and automation. This helps businesses communicate and build deeper connections with their customers. The platform brings all communication channels — voice, video, collaboration, SMS, chat, and surveys — together in one place. This helps businesses access the information they need to provide amazing customer experiences and drive business results. Intelligence and automation are built in, so you can focus on helping customers. It’s easy to set up, use, and manage, so no technical knowledge is required. And you can add applications, such as sales and service productivity tools, at any time. Nextiva prides itself on Amazing Service® and unbeatable reliability. In fact, Nextiva has had zero outages since 2018 — holding true to its promise of 99.999% uptime — all while serving more than 100,000 customers with over 1 billion conversations a year on the most reliable network in the industry. Enterprises trust Nextiva’s platform for its security and integrity. Nextiva’s data centers are ISO/IEC 20071 certified, and its platform is compliant with SOC 2. Nextiva also offers solutions that comply with PCI and HIPAA. In 2020, Nextiva announced a partnership with the Pac-12 as the Official Communications Partner of the conference and the athletic departments of its 12 member universities. In partnering with the .
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Built for the future of customer experience, Webex Contact Center enhances interactions between businesses and their customers, improving agent and customer experiences, and optimizing contact center performance. Leveraging the power of cloud data analytics, artificial intelligence, machine learning, and skills-based routing, Webex Contact Center matches customers with the best agent, improving first contact resolution, customer satisfaction and net promoter score. Helping you deliver exceptional customer experiences – every time. .
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8×8 Contact Center is designed to enable any business to deliver a positive customer experience with a complete multi-channel solution and extensive customer analytics. 8×8 includes interoperable team messaging as a native entitlement to enhance customer service, removing corporate silos that prevent information sharing and degrade customer support. Also included with each agent license is integration with major CRM applications and an Open API for extended third party system connectivity. Key features include: •Integrated voice, web chat, email and social •One-click subject matter expert access •Interoperable team messaging •Skills based routing •Built-in CRM integration and APIs •Customer engagement analytics •Post-call surveys •Co-browsing •Graphical call flow design •Queued and Web Callback •Fully context aware of customer journey •Supervisor feedback in real time •Advanced speech and interaction analytics •Predictive outbound campaigns •Quality, collaborative performance management •Unlimited calling within 46 countries .
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CloudTalk is user-friendly cloud-based phone software for sales and support teams. It is used by startups, scale-ups, SMEs or eCommerce to improve customer experiences and team performance. To achieve this, CloudTalk provides more than 50 advanced calling features. Thanks to seamless integration with the favourite tools (such a CRM, Helpdesk, or e-commerce platforms, etc.), CloudTalk helps companies deliver first-class customer experiences, resulting in the growth of their profitably. Cloudtalk is used by 1000+ happy customers from companies as DHL, Electronic Star or Kärcher. Get started with a 14-day free trial (no credit card required), and see CloudTalk in action. .
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LiveVox is a next-generation contact center platform that powers more than 14 billion interactions a year. We seamlessly integrate Omnichannel Communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience while reducing compliance risk. Our technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of pure cloud expertise, LiveVox is at the forefront of cloud contact center innovation. Our more than 500 global employees are headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. .
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Customer relationships can be complex, but that doesn’t mean they have to be difficult. Genesys Cloud CX™ makes customer relationships simple. Built to handle any channel, the Genesys Cloud CX™ solution follows the conversation everywhere—turning calls, email, chats and social comments into a seamless conversation. Connect with Customers Genesys Cloud CX™ simplifies the way you connect with customers across channels, providing all the context you need to deliver more personalized experiences and build stronger relationships. Empower Your Teams Give your employees the information they need in a tool they’ll love using. Get an all-in-one application built to engage your employees and boost your team’s performance. Understand Your Business With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located or which channels they handle. Our award-winning software deploys in days, is intuitive to use and continually innovates with upgrades each week. Use it as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. Genesys Cloud CX™ is built for people and built for change. .
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PureConnect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise, PureConnect lets you replace multiple point solutions with a single platform that supports empowered employees and loyal customers. Do more with less An all-in-one multichannel platform enables you to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership. Speed time to value A single set of broad and deep applications allows you to rapidly deploy and turn on new applications and services when you’re ready— new functionality is built right into existing interfaces. Maximize flexibility and protect investments An open, standards-based architecture gives you the flexibility to tailor applications to meet your unique business requirements. You also protect investments by integrating PureConnect with any existing application. Reduce risk The PureConnect platform reduces your business risk. For cloud customers, you can minimize risk with your own instance of the application, have the option to keep voice traffic and recordings on your network, and control the timing of updates. .
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UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally, and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences. Learn more at www.ujet.cx .
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What is the Best Contact Center Infrastructure (CCI) Software?
Here are our top picks for the Best Contact Center Infrastructure (CCI) Software to try this year.
How to Choose Best Contact Center Infrastructure (CCI) Software?
When implementing a new contact center infrastructure software, it is important to look for a user-friendly interface. This is because a difficult-to-use interface will result in decreased productivity and customer satisfaction. A user-friendly interface will be easy to navigate and provide quick access to standard features and commands. It will be organized and make it easy to find the various tools and options. You can get an idea of how user-friendly the software is by participating in a demo process. A longer demo process means a more complex setup and training time.
The next consideration is cost. If you are on a budget, the most cost-effective software may be a hybrid system. For example, contact center software that supports UCaaS will have a lower price than one that does not. Then, you need to decide how many users you will have on your team. A hybrid solution will allow you to manage staff members from various locations. You will also want to consider the software’s support.
A contact center infrastructure software should support both inbound and outbound communication. You can choose a system that allows you to handle both types of communication, or you can use an on-premise solution for maximum flexibility. Regardless of the method you choose, a contact center infrastructure should be flexible enough to accommodate any type of change in the business. This way, you can adapt the software to meet your changing needs. It’s important to find the right solution that suits your needs and budget.
The next step in choosing contact center software is to consider your business’s needs. Does your company primarily handle inbound communications, or do you mainly handle outbound? Are you a call center manager? If so, you’ll need to choose the right software to manage both. In addition to the cost, you’ll need to consider the software’s user-friendly analytics tools. Remember that free trials are the best way to see if the product works for your needs.
A good contact center software should be easy to use and integrate with your existing tools. This is an essential step when choosing call center software. A user-friendly interface is crucial for any business. Ideally, the software will be able to integrate with other tools and improve productivity. However, if you plan to switch from your current contact center to another one, you should check whether the software you’re considering will allow you to do so.
A contact center is the lifeblood of a business. Whether you’re a startup or a larger enterprise, a well-managed contact center will give your customers a better impression of your business. As a result, you need to choose the right contact center infrastructure software to achieve this goal. Its features and price are key factors in choosing a contact centre software. You need to make sure it’s easy to use, but also flexible.
A cloud-based contact center software should have the flexibility to work with your existing tools and analytics. If you already have some, it is important to select the best possible combination of these features. It’s also essential to check the functionality of the software. Some call center infrastructure software will integrate with other applications. If you need to integrate with other systems, make sure the software has a public API. This is the most important part of your call center.
A contact center infrastructure should be easy to use. It should be flexible and allow you to customize it to fit your specific needs. An easy-to-use interface and a variety of integrations will allow you to choose the best software. A cloud-based contact center infrastructure will be much easier to manage and expand than on-premise systems. A good contact center will also be flexible and can scale easily, but it is important to make sure it meets your needs.
A cloud-based contact center software is highly flexible and scalable. It allows you to choose between inbound and outbound campaigns, and the software should be easy to use. It should also support blended agents. A cloud-based contact center software should allow your staff to switch between inbound and outbound campaigns without having to change the workflow. In addition, it should be easy to install and use and should be compatible with your current CRM and legacy tools.
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FAQ’s
Contact center infrastructure (CCI) software is the backbone of the contact center.
There are a few free contact center infrastructure software packages, but they are not fully-featured and may lack features like analytics and reporting. A fully-featured and robust CCI software package is not free.
Contact Center Infrastructure (CCI) Software is not easy to learn. It takes a lot of time and effort to learn how to use it. It is not a one-time thing.
Contact center software is a necessity for any business that has a customer service department. The software is designed to help agents handle customer inquiries and complaints in a more efficient manner.
Contact Center Infrastructure (CCI) Software is a software that is used to manage the contact center. It is a software that is used to process the incoming and outgoing calls and can also be used to manage the customer service agents.
CCI software is a very important part of the contact center infrastructure. It can help you identify agents with the most productive skills, and also help you determine which agents are the most productive. It can also help you determine which agents need more training.
I know you want to use Contact Center Infrastructure (CCI) Software, thus we made this list of best Contact Center Infrastructure (CCI) Software. We also wrote about how to learn Contact Center Infrastructure (CCI) Software and how to install Contact Center Infrastructure (CCI) Software. Recently we wrote how to uninstall Contact Center Infrastructure (CCI) Software for newbie users. Don’t forgot to check latest Contact Center Infrastructure (CCI) statistics of 2024.
Furthermore, contact center infrastructure software offers sophisticated routing capabilities, ensuring that each customer inquiry is directed to the most appropriate agent. Smart routing algorithms take into account factors such as the skill set, availability, and language proficiency of agents, ensuring customers are connected with the right person who can effectively address their needs. By optimizing the flow of incoming inquiries, these software solutions maximize efficiency and improve the overall customer experience.
Another crucial aspect of contact center infrastructure software is its role in empowering agents. These solutions provide agents with a single interface that aggregates all relevant customer information, eliminating the need to switch between various systems and enabling them to provide personalized and informed assistance. Integration with customer relationship management (CRM) systems allows agents to access valuable data and insights about each customer, enabling them to better understand their preferences, history, and needs.
Furthermore, contact center infrastructure software typically includes robust analytics capabilities, providing valuable insights into call volumes, wait times, agent performance, customer satisfaction levels, and more. This information enables businesses to identify bottlenecks and areas for improvement, optimize agent training programs, and make data-driven decisions to enhance the overall efficiency and effectiveness of their customer service operations. By leveraging these insights, businesses can create a more customer-centric approach and deliver an exemplary level of service.
Ensuring the security and privacy of customer data is becoming increasingly important in today’s data-driven world. Contact center infrastructure software includes features that handle sensitive customer information securely, ensuring compliance with privacy regulations and protecting customers’ personal data. By prioritizing data security, businesses can enhance their reputation, build customer trust, and establish long-term relationships.
In conclusion, contact center infrastructure software is essential for modern businesses to deliver efficient and effective customer service in a highly competitive environment. By integrating communication channels, optimizing routing, empowering agents, providing critical information, and ensuring data security, these software solutions are key to building strong customer relationships and leaving positive impressions. As companies continue to prioritize customer experience, leveraging the power of contact center infrastructure software will remain pivotal in their success.
Why Contact Center Infrastructure Software Are So Important
Gone are the days of traditional call centers where agents would solely rely on telephones to address customer inquiries. The evolution of technology has introduced a wide range of channels for communication, including email, social media, live chat, and even video calls. With such a diverse array of options available, contact center infrastructure software becomes essential in coordinating and managing these different channels effectively.
One of the most significant advantages of using contact center infrastructure software is the ability to create a centralized system that consolidates all customer interactions. This allows agents to have a comprehensive view of a customer’s history, preferences, and previous inquiries, enabling them to provide personalized and efficient support. Without such a system in place, agents would struggle to maintain consistency and continuity across various communication channels, leading to a disjointed and frustrating experience for customers.
Moreover, contact center infrastructure software also streamlines internal processes and workflows, enabling agents to work more efficiently and collaboratively. By automating certain tasks, such as call routing and ticket management, the software helps reduce manual errors and administrative burdens, allowing agents to focus on delivering high-quality customer service. Additionally, centralized reporting and analytics provided by the software give managers valuable insights into agent performance, customer satisfaction, and operational efficiency, helping them make data-driven decisions to improve service delivery.
Furthermore, as businesses continue to expand globally, contact center infrastructure software becomes indispensable in facilitating multilingual and multicultural interactions. By incorporating translation services and cultural sensitivity features, the software ensures that customers from different regions and backgrounds receive support in their preferred language and in a manner that respects their unique customs and traditions. This level of personalization goes a long way in building trust and loyalty with international customers, ultimately contributing to long-term success and growth for businesses.
In light of the COVID-19 pandemic, contact center infrastructure software has proved to be even more critical in enabling remote work and offering virtual customer support. With agents and customers unable to physically meet or visit traditional call centers, businesses have had to rely on digital communication tools to maintain their operations. Contact center infrastructure software has played a vital role in ensuring that these remote interactions are secure, efficient, and effective, even in a decentralized work environment.
In conclusion, the importance of contact center infrastructure software cannot be overstated in today’s customer-centric business landscape. By providing a unified platform for communication, enabling personalized support, streamlining internal processes, facilitating global interactions, and supporting remote work capabilities, the software has become an indispensable tool for businesses looking to deliver exceptional customer service and stay ahead of the competition.
In Conclusion
Choosing the best Contact Center Infrastructure (CCI) Software is not a difficult task when you have all the details and requirements. Most of the above-mentioned Contact Center Infrastructure (CCI) Software have impressive and user-friendly features.
Now, it is up to you which software you’d pick up that meets your requirements.
Consider the effectiveness and efficiency of each Contact Center Infrastructure (CCI) Software, including the features and capabilities. You must also evaluate your objectives, required functions, and budget before choosing the right Contact Center Infrastructure (CCI) Software of 2024. See which will give a great deal.
If you still have questions about choosing the best Contact Center Infrastructure (CCI) Software, leave a comment below. I’d love to assist you.