There's no doubting that contact centres have always been on the cutting edge of innovation, evolving organically with the times. Over the years, performance management, real-time authentication, automation, customer journey analysis, and many other features have been implemented, ranging from simple to multi-skilled workforce management and from voice to omni-channel setup.
The global contact center software market size was valued at USD 23.94 billion in 2021 and is expected to grow at a compound annual growth rate (CAGR) of 23.2% from 2022 to 2030, according to the report by Grand View Research.
For an uninitiated, a Cloud Contact Center is a comprehensive suite of tools and applications that works as a centralized hub, operates over the internet, and allows the virtual or remote contact center agents to handle all the inbound and outbound customer interactions across various channels such as call, web, email, chat, social media platforms (Facebook, Instagram, Twitter, Youtube), voice calls, SMS, and other messaging platforms, such as WhatsApp.
Call centers and contact centers both provide customer service and outreach, but they differ in the communication channels they use. Call centers use one channel -- the phone -- while contact centers use several channels including voice, web, video and WhatsApp/or chat, among others. Whereas, a Virtual Agent, also known as an IVA, virtual rep, or chatbot, is a software application that uses natural language processing and pre-defined answers to support humans online.
The growth of the market can be attributed to the growing adoption of cloud-based and virtual contact center solutions to achieve better business continuity
To ease out things for you, we have compiled a list of a seven companies/start-ups offering contact centre software solutions that we can vouch for.
Designer Studio is one of the company’s flagship products and it was India’s first-ever Agent Desktop Designer Studio with a drag and drop designer in low code model. Understanding the pulse of the industry, the company keeps introducing innovative software solution to best address the prevailing trends and challenges. NovelVox announced CXInfinity in 2020, an Omni-channel messaging and conversational AI platform that is tailored for all major sectors and uses AI and use-case scenarios to best advise users.
The software also gives a better glance into callers’ performance and monitor their productivity levels. The company claims to improve employee productivity levels by over 25%.
Rezo.ai leverages NLU and ML algorithms to enhance customer experience and save costs by automating, analysing customer-agent conversations across multiple channels whilst coaching them.
The company was founded by IITian couple - Rashi Gupta (Co-founder and Chief Data Scientist) and Manish Gupta (Co-founder and CEO) in 2017.
The global contact center software market size was valued at USD 23.94 billion in 2021 and is expected to grow at a compound annual growth rate (CAGR) of 23.2% from 2022 to 2030, according to the report by Grand View Research.
For an uninitiated, a Cloud Contact Center is a comprehensive suite of tools and applications that works as a centralized hub, operates over the internet, and allows the virtual or remote contact center agents to handle all the inbound and outbound customer interactions across various channels such as call, web, email, chat, social media platforms (Facebook, Instagram, Twitter, Youtube), voice calls, SMS, and other messaging platforms, such as WhatsApp.
Call centers and contact centers both provide customer service and outreach, but they differ in the communication channels they use. Call centers use one channel -- the phone -- while contact centers use several channels including voice, web, video and WhatsApp/or chat, among others. Whereas, a Virtual Agent, also known as an IVA, virtual rep, or chatbot, is a software application that uses natural language processing and pre-defined answers to support humans online.
The growth of the market can be attributed to the growing adoption of cloud-based and virtual contact center solutions to achieve better business continuity
To ease out things for you, we have compiled a list of a seven companies/start-ups offering contact centre software solutions that we can vouch for.
NovelVox
Since 2008, NovelVox has been contributing to the contact center industry, offering varied tools to integrate any industry’s core applications. NovelVox offers AI-powered virtual assistant/agents that automate contact center conversations that include automating repeated, basic queries across channels.Designer Studio is one of the company’s flagship products and it was India’s first-ever Agent Desktop Designer Studio with a drag and drop designer in low code model. Understanding the pulse of the industry, the company keeps introducing innovative software solution to best address the prevailing trends and challenges. NovelVox announced CXInfinity in 2020, an Omni-channel messaging and conversational AI platform that is tailored for all major sectors and uses AI and use-case scenarios to best advise users.
Knowlarity
A leading cloud telephony solutions provider in the country, Knowlarity is pretty popular among SMBs, startups as well as large enterprises. It enables businesses to streamline their communication and related processes while storing all the data safely in cloud. By embracing their cloud telephony solution your business can instantly transform into a smart virtual calling platform with robust technology support. Accessing data stored on cloud is super easy and so is its maintenance.The software also gives a better glance into callers’ performance and monitor their productivity levels. The company claims to improve employee productivity levels by over 25%.
Rezo.ai
Rezo.ai is an AI-Powered Contact Center that enables enterprises to enhance customer experience and boost revenue by automating and analyzing customer agent interactions across multiple channels including voice, email, chat/Whatsapp and social, at the required scale, whilst training agents with minimal costs.Rezo.ai leverages NLU and ML algorithms to enhance customer experience and save costs by automating, analysing customer-agent conversations across multiple channels whilst coaching them.
The company was founded by IITian couple - Rashi Gupta (Co-founder and Chief Data Scientist) and Manish Gupta (Co-founder and CEO) in 2017.
HoduSoft
This India-based company started operations in 2015 and became popular for offering cost-effective contact center solutions. The company offers a varied range of innovative VoIP-based solution and ensures an excellent return on technological investments of their partners. Their products are user-friendly and easy to integrate. The company pays special attention to their product’s UI/UX and overall aesthetic design to ensure ease of using the products. One of their products called HoduCC has also won laurels for the company for its fantastic performance and results.Call Hippo
Call Hippo is a cloud-based Voice-over-Internet Protocol (VoIP) service provider that integrates cloud computing into telephony. Call Hippo provides local assistance numbers in over 50 countries to startups and enterprises all over the world. A business can set up a contact centre in minutes thanks to their simple interface and robust backend architecture.The company deploys and scales a flexible telecommunications network based on internet availability. By replacing desk phones with soft phones and removing the complexity of setting up a contact centre, the company hopes to simplify the overall profile of callers.
DialPad has recently acquired Kare Knowledgeware and Koopid allowing it merge their features including - self-service, automated engagement, and augmented agents tools (from Kare); and comprehensive omnichannel support, including chat, messaging, self-service, and social media (from Koopid), to Dialpad Contact Center.
Voice, digital, video, and more — all channels are included in Vonage Contact Center, so when call volume slows, agents can handle emails and SMS—and vice versa—to bolster productivity and efficiency.
AI-driven speech recognition and analytics technology of Vonage Contact Center makes voice recordings the ideal source for training machine-learning models, replaces IVR with virtual agents, and helps live agents find answers faster.
DialPad
DialPad, which has India office & team offers both virtual and cloud contact center solutions. AI-powered DialPad has built-in speech recognition and natural language processing. Dialpad has bee named a G2 leader in eight categories includinh UCaaS, VoIP, CCaaS, and Conferencing.DialPad has recently acquired Kare Knowledgeware and Koopid allowing it merge their features including - self-service, automated engagement, and augmented agents tools (from Kare); and comprehensive omnichannel support, including chat, messaging, self-service, and social media (from Koopid), to Dialpad Contact Center.
Vonage
Vonage's AI-powered Contact Center solution automates as much administration as possible. So what helps your people focus on delivering a personalized, engaging sales pitch actually breaks down organizational silos, too. It has feature that allows click-to-dial or auto-dial within your CRM like Salesforce.Voice, digital, video, and more — all channels are included in Vonage Contact Center, so when call volume slows, agents can handle emails and SMS—and vice versa—to bolster productivity and efficiency.
AI-driven speech recognition and analytics technology of Vonage Contact Center makes voice recordings the ideal source for training machine-learning models, replaces IVR with virtual agents, and helps live agents find answers faster.
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