What to Look For In a Contact Center Software Platform

There is certainly no shortage of options when it comes to selecting a contact center software platform for your business. And because contact center software solutions are not created equally, it’s vital to define your organization’s specific needs and priorities before you even begin the search.

Wondering exactly what to look for? Contact centers and call centers need a provider that can seamlessly provide features like proactive data security, simplified compliance, true omnichannel capabilities, efficient call routing and straightforward reporting and analytics, so those are a good place to start. 

However, there’s so much more to an outstanding vendor than just the solutions they offer – such as customer care, scaling and integration capabilities, system reliability, an easy-to-use interface and a favorable pricing model. 

Here’s a breakdown of some of the top contact center software providers you have to choose from and some important things to consider when you’re selecting a vendor so that you can make the best possible decision for your business.

NiCE

NiCE provides enterprise-level artificial intelligence (AI)-supported software solutions and its CXone Mpower suite, which includes scaling, contact center workforce management (WFM) and reporting and analytics capabilities. 

Because NiCE specializes in enterprise-level support and solutions, it’s important to keep in mind that smaller businesses and midsize businesses may not receive the same level of attentive customer care. Additionally, the implementation and customization process for NiCE’s solutions may be longer and more complex, and may require a heavier IT lift than for some other providers. 

Highlights:

• AI-powered solutions
• Scaling
• WFM tools
• Reporting and analytics 

Pros:

• AI capabilities
• Built with enterprises in mind

Cons:

• Longer implementation and more complicated customization processes
• Pricing and contract requirements may be less favorable than other options
• May not be the best option for smaller businesses
• Utilizes a ticketing system for customer support

Genesys

Genysys offers omnichannel communication solutions, including text, chat, email, standard phone call, WhatsApp and Facebook for contacting consumers.

However, Genysys also tends to be less transparent about the cost of using its software solutions. This not only leads to a negotiation process before implementation, but could also leave you wondering whether a competitor secured a better price than you did, and when your contract is up, it will be time to renegotiate. 

Highlights:

• Omnichannel communication
• Unified experience across channels 

Pros: 

• Broad range of features available
• Works for bigger teams

Cons:

• Lack of transparent pricing, requires negotiating and contracts
• A broad platform that could take away from reliable voice and dialing features

Five9

When researching contact center software providers, it’s important to explore what integrations they offer to understand what would be available if using their platform. Five9 offers an array of integrations with common Customer Relationship Management (CRM) systems.

Something to be aware of is that on the admin backend, Five9 still uses legacy technology, which can make the user experience feel a little clunky and outdated – especially when switching between consoles to fully manage the system. 

Highlights: 

• Integrations
• Outbound dialing
• AI virtual agents and chatbots

Pros:

• Offers broad CRM integrations
• Reliable solutions

Cons:

• Outdated user interface that may be difficult to use
• Smaller clients may not be treated as a partner

Avaya

If you’re already using Avaya and its on-premise hardware, then continuing to do so may be the path of least resistance. Additionally, Avaya provides omnichannel communication and AI solutions.

However, Avaya users may be held back by having to use Avaya’s own gear and by continuing to deal with problems that other, more cloud-native platforms avoid, such as slower feature updates. Plus, if you’re new to Avaya, then Avaya’s hardware may make integration a difficult process. 

Highlights:

• Catered to those already utilizing Avaya hardware/systems 
• Scalability

Pros:

• Integration options
• Omnichannel communication

Cons:

• Clunkier user interface
• Don’t have top-rated customer service
• Difficult for brand-new users to implement 

TCN

TCN is renowned for its compliance expertise and ability to simplify adherence to complex regulations. Its contact center software platform, Operator, also provides industry-leading features like text messaging, conversational analytics, customizable Interactive Voice Response (IVR) and more – all within one interface. Plus, TCN continuously rolls out new solutions, including its most recent release of state-of-the-art AI-powered tools such as SmartAMD. Clients also praise TCN for its straightforward and pay-per-use pricing model that features no contracts.

Although TCN’s user experience is incredibly intuitive, some advanced rule settings may take some time to master. However, many clients have stated they value the ability to become TCN power users and learn how to do everything they want within the platform for themselves. Additionally, TCN’s customer support is highly praised for its quick response time and involvement from the implementation phase and onward.

Highlights:

• AI solutions
• Unified platform, no toggling between different systems
• Easily accommodates small and large businesses
• Attentive customer care

Pros:

• Compliance experts
• Pay-per-use pricing with no contracts
• Comprehensive features available within one simple interface
• 24/7 customer support with no service tiers 

Cons:

• Some advanced settings may be difficult to use at first

How to choose the right contact center software 

Whether you’re asking yourself, “What are the leading cloud-based contact center solutions?”, “What features should I look for in an AI-powered contact center platform?” or anything in between, rest assured that there are plenty of great software options available to you. 

For more information on how to choose the right contact center software platform for your business, check out Your Comprehensive Guide to Contact Center Software, which covers everything you need to know in your search. And, if you’re wondering how TCN would fit into your operations, request a demo to talk to one of our experts today.