Top Call Center Vendors

By Neil Zawacki
Updated: August 17, 2011

Call centers have become an important part of the modern business world. It can be somewhat complicated to choose a vendor, though, since there are so many different possibilities to choose from.

Here are some of the top call center vendors available:

Soffront

Soffront is a major vendor that offers call center technology and virtual call center services. They have a network of more than 20,000 independent agents and typically makes 30% additional revenue per campaign than outsourcers when dealing with the direct response market.

The Soffront On-Demand Call Center platform includes modules for Interactive Voice Response, Inbound Call Routing, Workforce Management, and Quality Monitoring. They also have a comprehensive failover system that maintains several redundant data centers over each geographic region.

Aspect

Aspect technology is currently being used by more than 1.2 million call center agents around the world. They provide an all-in one call center solution that is highly flexible and can be scaled to any number of employees. They also support advanced automatic call distribution and can provide real-time and historical reports to users at any time.

The vendor has won numerous accolades, including the 2008 1to1 Impact Award and Unified Communications Product of the Year Award. They also have offices in North America, Europe, Africa, the Asia Pacific, and the Middle East.

Contactual

Contactual offers a virtual call center solution that eliminates hardware, training and administrative costs. They have call center modules for Skill-Based Routing, Interactive Voice Response, Multi-Media Management, and CRM Integration. The software also has a special feature that helps telesales and inbound sales teams to significantly improve their close rate.

The company won the Frost & Sullivan 2005 Global Excellence in Technology Award and were a 2007 Best Communication Solution CODie Awards finalist. They also have business continuity programs in place that can help to make sure that service is provided at all times.

Salesforce

Salesforce offers a call center solution that allows agents to quickly access and manage customer data. They have call center modules for Case Management, Call Scripting, Workflow Escalation, and Case Collaboration. They also provide analytic tools that can keep track of important metrics, as well as highly-detailed reports that can be customized for any business.

Their software has been highly rated by numerous technology publications, and the company was given the 2006 Technology Product of the Year Award by Small Business Consulting. They also currently have more than 500,000 subscribers in over 24,000 companies around the world.

Featured Research
  • 9 Spooky Signs You Need a Contact Center Upgrade

    When was the last time you evaluated the performance of your current contact center and the software you are using? The results may be frightening! If it’s been awhile since you invested in contact center software, there is a good chance that your needs have changed or that there are better options available now. Fortunately, it’s relatively easy to determine if you need an upgrade or not. more

  • Eight Ways You Should Be Using Contact Center Reporting

    Every day, your contact center collects critical data that can be used to drive strategic improvements to your efforts in the future. But that data is meaningless if you don’t know how to access and analyze it. The key to do doing both is using reporting features. By understanding how to use reporting tools, you will gain much greater insight from the data you are collecting. more

  • Top 10 Customer Service Trends in 2017

    Customer service plays a HUGE role in the success of your business. In order to remain competitive companies must be ready to provide modern customer experiences that meet customer needs. If you haven't already invested in updating your customer service experience you are already behind. By 2018 more than half of companies will redirect investments towards innovations in customer experience. more

  • The Role of Self-Service in Modern Contact Centers

    By 2020, 85% of customers' relationships with companies will be managed without any contact with human services representatives. What does that mean for your business? The data shows that companies need to offer effective self-service options in order to remain competitive. However, many contact centers are confused about how their core contact center software fits into self-service. more

  • Tips and Tools for a Positive Contact Center Environment

    When it comes to stressful environments within the business world, it is no secret that the contact center frequently makes the list of one of the most stressful. This elevated level of stress leads to high agent attrition rates, and thus subsequently additional costs on your business to find, hire and train new employees. more