Top Contact Center Software To Choose in 2025

Every customer interaction is a chance to win or lose business. The right contact center software helps you deliver fast, frictionless support across channels, automate workflows and give agents the tools they need to resolve issues on the spot.

But with dozens of contact center platforms on the market, how do you separate the best from the rest? We’ve done the work for you. This guide breaks down the top contact center software solutions based on AI-powered automation, omnichannel support, integrations and real user reviews — so you can pick a platform that drives efficiency and customer delight.

What is contact center software?

Contact center software is a technology platform designed to manage customer interactions across multiple customer service channels, including voice, email, live chat, SMS and social media. It streamlines inbound and outbound calls, automates workflows, integrates AI-powered support and improves customer service efficiency.

Businesses use contact center solutions in two main ways:

• Inbound contact center: Helps support teams handle customer inquiries, technical support and service requests efficiently.
• Outbound contact center: Used for proactive customer engagement, including sales outreach, surveys and notifications.

Cloud vs. on-premises contact center software

Companies can choose between on-premise or cloud-based contact center software:

• On-premises solutions offer greater control but require IT maintenance, hardware management and security updates.
• Cloud-based contact centers are vendor-managed, scalable and integrate AI automation for faster support, reducing costs while improving omnichannel customer engagement.

Contact center software hosted on the cloud also brings distinct benefits like reduced infrastructure needs, making it a favored choice for businesses aiming for an efficient customer service model that prioritizes scalability.

Top 10 contact center software for high-volume businesses

Choosing the right contact center provider is a journey filled with diverse options and important details. Each vendor brings something unique to the table, with varying strengths and areas of expertise. Our 2025 research has led us to curate a comprehensive list of leading contact center providers. We provide an in-depth look at their key features, customer testimonials and our verdict.

Sprinklr Service

Sprinklr Service is contact center software that empowers your support team to deliver great service on 30+ digital and traditional channels, including voice, chat, social and email. It’s built on a unified architecture that streamlines service interactions, avoiding the pitfalls of disjointed, siloed solutions. This platform serves as a powerful analytical engine, delivering insights that enhance both immediate response and long-term strategy.

• Seamless customer transitions across different channels, maintaining context and continuity
• A unified customer view for agents, enriched with generative AI and integrated dashboards, enabling swift, relevant solutions
• Insightful performance data becomes a tool for making smart, effective business decisions
• Supervisors gain clear visibility into their teams' performance, helping them spot areas for growth and optimize the contact center workforce

Top features

Omnichannel customer service: Sprinklr understands that your customer's journey might zigzag across various channels — a tweet in the morning and a follow-up email by night. But its omnichannel customer service makes that leap feel effortless across 30+ channels. Sprinklr doesn't just pass messages along — it smartly directs conversations to your customer's preferred channels. So, when they switch from a tweet to an email, the omnichannel routing and call deflection ensure the conversation continues just where it was left off without missing a beat.

Unified Agent Desktop: Sprinklr Service's unified agent desktop enhances customer interactions by combining its proprietary AI with voice and digital channels. Agents get instant, complete views of customer profiles, including activity history, CRM data and survey feedback, leading to quicker, more informed resolutions.

Quality management: Sprinklr Service enables you to manage quality in contact centers by evaluating interactions against 30+ criteria, such as conversation opening/closing quality, introduction, promptness and use of compliant language. Using Sprinklr AI, you can score all daily conversations based on these parameters, including active listening and customer empathy.

AI scoring simplifies agent training because you can identify each agent's strengths and areas for improvement, to ensure continuous upskilling and improvement in service quality.

Verdict: Sprinklr lets you manage conversations with zero loss of context, maintaining continuity across all digital channels, times and complexity of cases. The platform integrates with generative AI for ultra-personalized experiences and is equipped with a solid trust center for enterprise-grade security. This seamless blend of technology, however, positions it as a premium option for businesses with strict budget constraints.

Customer testimonials

What works best

“Sprinklr is a powerful platform with various features. Among others, they provide nice tools to manage all of customers voice, feedback and complaints without delay or hassle. With their intelligent service such as automated conversation routing, real-time sentiment analysis, customer service improved far more than expected.” Source

What could be better

“There's no downside of using Sprinklr. Only sometimes, there's a glitch and cases get assigned late. Notifications also come late at times, but such glitches are solved instantly, and things go back on track.” Source

Genesys

Genesys Cloud CX is a versatile customer engagement solution with a reach across multiple channels through AI-driven automation and analytics. It's designed to optimize service workflows, manage inquiries and map customer journeys effectively. Genesys transcends traditional phone systems, enabling timely interactions via websites, social media and live chats, blending automated and human agents for a smooth customer experience.

Top features

• Genesys Cloud CX coordinates customer interactions across all channels, enabling precise, tailored engagement.
• It centralizes customer data to reveal patterns and refine interactions, improving service flow.
• Cloud architecture and open platform merge contact center tools into a single, adaptable system that evolves with business needs.

Verdict: Genesys is a veteran player in contact center solutions, offering seamless service across geos. The software comes equipped with robust documentation, a strong library of resources and a developer forum to help you along the way. Users, however, report unreliable uptimes, lack of extensive customizations and frequent maintenance disruptions.

Customer testimonials

What works best

“Built using microservices and being the API first platform, Genesys Cloud CX is clearly a highly recommended contact center platform. The huge documentation available on the resource center, its community and developer forum just add to it.” Source

What could be better

“To improve user experience, Genesys Cloud CX could consider simplifying the release of new features and increasing transparency around pricing. Additionally, providing clear channels for users to escalate and resolve issues, particularly those related to custom API development, would be beneficial as businesses continue to build on the platform.” Source

Talkdesk

Talkdesk, a global provider of customer interaction solutions, optimizes customer engagement across phone, email, chat and social media. Its platform excels in streamlined call routing and ticketing, backed by real-time analytics. Emphasizing contact center AI and automation for enhanced customer experiences, it also offers flexibility through API-based third-party integrations.

Top features

• Talkdesk Copilot™ serves as an AI-driven assistant, offering agents real-time insights and guidance to improve customer interactions.
• With a no-code builder, businesses can effortlessly design and customize customer journeys without requiring advanced technical skills.
• Talkdesk Ascend AI™ enhances automation with human-in-the-loop technology and strengthens security using AI-powered authentication.

Verdict: Talkdesk excels with its studio features, intuitive UI and seamless integrations (including with Dynamics 365). What often stands out with Talkdesk is the simplicity of configuring, designing and managing call flows. Some issues that users report include no call recordings, limited visibility of agent status, audio delays and a less intuitive reporting system.

On the other hand, Sprinklr’s Supervisor Console almost equips you with a sixth sense to steer your team to be its best. You'll see everything – from current workloads, backlogs and real-time status to emerging issues and escalations. And when your team needs you the most, AI-powered alerts will let you know just when to step in.

Customer testimonials

What works best

“This aids to provide and deliver better service by giving crucial context details/information about a customer as soon as the call is received. Talkdesk has easy-to-use access to users which helps reduce agents' time to resolution and tailor customers' experience.” Source

What could be better

“TalkDesk support interactions have been the most challenging part of the experience so far. We have had some open tickets that have not been solved in several months but TalkDesk has let us know that they are still working towards a solution. Email reporting and routing have been challenging as well.” Source

Five9

Five9 is built for both inbound and outbound customer engagement, supporting multichannel operations. It equips agents to manage interactions across various channels while giving managers real-time performance insights. More than a standard cloud contact center, Five9 includes tools for campaign management, call recording and quality monitoring.

Top features

• Five9 blends AI and automation with live agents to boost productivity and offer flexible customer interactions.
• Five9’s Intelligent Virtual Agent automates support, while Agent Assist provides real-time coaching for faster resolutions.
• Equipped workforce optimization suite improves scheduling, tracks performance and enhances first-contact resolution.

Customer testimonials

What works best

“I found that it was easy to learn how to build and run the system through their online documentation and classes and had very few problems building out new campaigns or IVR scripts because of the general simplicity of the platform.” Source

What could be better

There are quite a few restrictions regarding allowing all applications to communicate with Five9.” Source

Verdict: Five9 offers a robust feature set but lacks intuitive training modules for new users. Deployment can be complex and may require time before delivering measurable ROI. However, its strong data insights, customizable reporting and dedicated technical account managers provide valuable support.

Amazon Connect

Top features

• Customer profiling keeps agents informed with live, automatically updated customer data, pulling from multiple sources to create a well-rounded view of each customer.
• Amazon Q identifies customer issues in real-time, equipping agents with contextual insights and response suggestions to reduce AHT — all within a single workspace.
• Amazon Contact Lens delivers real-time analytics and quality management, enabling businesses to extract key insights and make informed adjustments on the go.

Customer testimonials

What works best

“Ability to integrate with different systems, easiness of such implementations and everyday use.” Source

What could be better

“There are times when the sign in would require you to repeated do the process. This added step can take precious time when logins should be straightforward.” Source

Verdict: Amazon Connect is a powerful CCaaS solution backed by AWS’s infrastructure, making it a solid choice for businesses looking to scale. However, its reporting tools can be clunky and the UI has its quirks, which can make navigation frustrating. That said, it comes with built-in migration tools to ease the setup process and AWS provides plenty of resources to help teams get up and running.

NICE CXone

NICE CXOne, formerly NICE inContact, is one of the top-tier options in the market. The CXone platform combines various elements like omnichannel routing, contact center analytics, workforce management and AI-driven automation on an open cloud base. This configuration helps businesses improve customer experiences by delivering more intelligent and faster responses to customer needs.

Top features

• Seamlessly integrates with a vast network of over 100 development partners and 400+ open APIs, offering extensive customization and adaptability.
• Equipped with a full set of tools, including workforce management, quality monitoring, analytics and IVR, to ensure smooth and efficient contact center operations.
• Journey orchestration to build seamless interactions across all touchpoints during the customer experience.

Verdict: NICE CXone is a great fit for large companies with its strong Workforce Engagement Management system and an IVR that's both flexible and good at data reporting. The agent console is streamlined, helping with focused problem-solving. It's best for businesses with a good budget, though smaller companies might find the pricing complex and the analytics a bit limited. Be mindful of potential wait times for specialized support and gradual feature updates.

Customer testimonials

What works best

“This cloud-based platform has a very user-friendly interface, a lot of bells and whistles and love the prebuilt reports. It's nice to have the supervisor tools to listen in to calls and very easy to search and find recorded calls. Love the coaching and interaction options and schedule management tools built into the system.” Source

What could be better

“At times, the system may be difficult to access but clearing cookies usually resolves these issues. On some tools, there is limited flexibility. For example, we cannot add unexcused absences as sometime different from any other time off in WFM.” Source

Vonage

Top features

• Vonage offers developer-friendly tools for building custom automation across voice, messaging and SMS, allowing businesses to create tailored communication workflows.
• It includes unlimited calling within the U.S., Canada and Puerto Rico, making it a budget-friendly choice for businesses that depend on voice communication.
• With Visual Voicemail, Vonage automatically transcribes voicemails to text and delivers them via email, so you can read, listen and manage messages from any device.

Customer testimonials

What works best

“Vonage is a simple solution, but it can provide to your company great value, the customer support is excellent, one of the departments at my work use it in their daily basics, the tool is easy to implement and integrate and is very user friendly and has a lot of cool features.” Source

What could be better

“Navigating the initial setup process for Vonage Contact Center poses some challenges due to its complexity, requiring time and effort to configure the system effectively.” Source

Verdict: Vonage is known for its user-friendly design, making it easy for teams to adapt without extensive training. While the setup process can take some time, its well-rated customer support helps smooth the transition. Lower-tier plans offer good value with strong call quality, though the reporting tools can be cumbersome to navigate.

Cisco Webex

Cisco’s Webex Contact Center is a cloud-based solution that seamlessly bridges digital and human interactions over various channels, creating unified customer experiences. It provides agents and supervisors with tools for actionable insights and effective collaboration tailored to meet business goals. This ready-to-deploy, customizable contact center tool balances adaptability with high-level security.

Top features

• AI-powered agent assistance gives real-time conversation summaries and smart response suggestions, making every interaction smoother.
• Omnichannel support unifies voice, email, chat and social media, so customers get a seamless experience no matter where they reach out.
• Intelligent routing ensures customers are always connected to the right agent, cutting wait times and boosting service quality.

Customer testimonials

What works best

“The seamless integration of Webex Contact Center with CRM systems is a standout feature. The platform's ability to sync customer data, interactions, and support history directly with our CRM system streamlines our workflow. This integration ensures that agents have access to comprehensive customer information, allowing for more personalized and efficient interactions.” Source

What could be better

“The multi-channel support is effective, having more advanced automation options for channel-specific workflows would be beneficial. This would allow us to tailor the automation processes to the unique characteristics of each communication channel.” Source

Verdict: Cisco stands out in the contact center software market for its dependable service, stable infrastructure and high uptime. Their customer service team is quick and agile to solve global tenant issues and the platform offers program guides for easy setup. However, users report building performance reports and configuring dashboards to be convoluted. A high influx of queries may also tend to overwhelm the system.

8x8

8x8 Contact Center offers a comprehensive multichannel solution tailored to enhance customer experiences. Built-in team messaging eliminates barriers that hinder information sharing, elevating customer support. Each agent license comes equipped with integrations for leading CRM platforms and an Open API, ensuring smooth third-party system connectivity.

Top features

• Intelligent Customer Assistant makes self-service simple with an AI-powered virtual agent that handles customer interactions.
• 8x8 Engage™ levels up customer engagement, giving teams across your business the tools to communicate more effectively.
• Supervisor Workspace uses AI-driven decision intelligence to help managers stay ahead with automated trend analysis, real-time alerts and performance insights.

Verdict: 8x8 provides solid customer support and client success services, but there are some operational drawbacks to consider. Users have noted call management limitations, including the lack of call prioritization in queues and restricted caller ID visibility. However, it stands out in remote workforce management, offering strong tools for overseeing teams from anywhere.

Customer testimonials

What works best

“8x8 Contact Center is affordable, intuitive, and modern. Setup was easy and managing the platform as an IT professional has been a breeze. Training new users has been easy as well.” Source

What could be better

“Can be a little slow. Licensing plan could be more flexible.” Source

Zoom Contact Center

Zoom Contact Center is a contact center solution built on Zoom’s existing communication platform, combining intelligent multichannel routing, AI-driven virtual agents, no-code IVR and workforce engagement tools, all within the familiar Zoom interface.

Top features

• Strong ACD that prioritizes and routes inbound queries across voice, email, SMS and chat.
• Global and secure phone coverage across devices using SIP over TLS 1.2 and AES 256-bit encryption.
• Available globally with native telephony in 50+ countries, unifying UCaaS and CCaaS to connect agents with customers and back-end experts.

Customer testimonials

What works best

“We recently transitioned away from a different provider to Zoom's contact center platform. The transition was straightforward. The system was designed in a few weeks and was ready to go. Our agents enjoy the A.I. Companion features and over the few short weeks since the transition we've seen our average call times drop by about 1 minute.” Source

What could be better

“It is more complex than other call centers so there is a bit of a learning curve but the training team was awesome.” Source

Verdict: Zoom Contact Center makes customer interactions simple with its intuitive interface and seamless integration across its ecosystem. Users appreciate its ease of use, reliability and smooth migration from other platforms. Many also highlight its straightforward implementation process, with any blockers quickly resolved. While not as popular or highly chosen as others on this list, Zoom Contact Center makes a fine choice.

4 key factors that impact your choice of contact center software

1. Company size and scalability: A small team may prioritize affordability and ease of setup while growing enterprises need a platform that scales easily without disrupting operations.

2. Industry-specific demands: Healthcare, finance and retail have distinct compliance, security and customer service needs. Ensure the software aligns with regulatory requirements and customer expectations in your field.

3. Integration and ecosystem fit: A standalone tool won’t cut it if your business relies on contact center CRM, helpdesk or AI-driven analytics. Seamless integration with existing systems prevents workflow bottlenecks and ensures a unified customer experience.

4. Long-term value vs. short-term costs: Cheaper solutions may seem appealing but often lack enterprise-grade security, support or future-proof features. Weigh upfront savings against long-term adaptability and operational resilience. Choosing a cloud contact center even has many financial advantages.

Must-have features of the best contact center software solutions

For every unique service problem today, there's a solution waiting. The choice you make must meet all your contact center software requirements. Why? So, your team’s flexible enough to jump over any hurdle. Check out some of these essential features of a contact center tool.

Read More: Top Contact Center Software Requirements to Consider

How to evaluate and select the right contact center provider for your business needs

Consider these factors to evaluate and find the best contact center provider for your business.

1. Scalability

In business, it's all about moving forward. Your contact center solution should be a partner in this journey, ready to grow and adapt with you. If you're running a small operation, basic features might be all you need. But think ahead: as your business expands, your contact center software should effortlessly keep pace, especially during those busier times, without breaking the bank.

2. Financial clarity

When assessing contact center software costs, it's crucial to dig deeper than the initial quote. For example, advanced call routing – geo or skill-based routing might seem appealing for better customer handling, but they can bump up your bill more than standard routing setups.

Be cautious of tiered pricing, where an increase in data usage or call volume might push you into a higher cost bracket. Also, be mindful of surge pricing during high-demand periods and rigid plans that may seem affordable now but lack flexibility for future growth. Long-term contracts could lock you in with steep exit fees.

3. Security systems

Today, every customer interaction leaves a trace. So, assessing the security measures of contact center software is critical. Here's what to look for:

• Data protection: Look for robust encryption and data sovereignty measures to safeguard sensitive information.
• Proactive threat management: Ensure they use advanced tools like AI for anomaly detection, firewalls and intrusion prevention to tackle threats immediately.
• Access and endpoint security: Check for strong access controls like role-based access, multi-factor authentication and secure endpoint management.
• Compliance with regulations: The software should comply with industry-specific security standards, ensuring its services are trustworthy and transparent.

Learn More: How to ensure contact center compliance (+ checklist)

4. Analytics and Insight

Data from your business tells its unique story. A top-notch contact center solution does more than throw numbers at you — it reveals the patterns and trends behind them, offering insights you can act on.

Opt for contact center software that goes beyond basic data reporting. Look for predictive analytics to foresee customer behaviors and trends.

Join hands with Sprinklr to automate your contact center

Customer service today is complex. Where users want effortless interactions, they often find themselves tangled in isolated systems that leave them adrift.

Sprinklr Service understands your customer’s pain. Built atop the world’s only truly omnichannel customer experience management platform, it optimizes your contact center operations to help you:

• Use AI to efficiently blend inbound and outbound communications during quieter times
• Connect with customers on 30+ channels, ensuring your service is always within reach
• Create a comprehensive customer profile, ensuring uniform interactions across all platforms
• Provide round-the-clock support with AI-powered voice bots and chatbots
• Simplify the agent experience with a single-screen interface, streamlined workflows and handy widgets
• Keep a close eye on agent performance to avoid missed SLAs and enable swift team adjustments