Enterprise Contact Center Solutions: Everything you need to know

Does your business have a contact center solution? Or still using outdated technology that can’t keep up with modern communication. 

This huge mistake can affect your business interaction with customers. To better communicate with your prospects, contact center solutions are the best option offering multiple features to enhance customer service efficiency. 

In this guide, we will thoroughly discuss everything you need to know about enterprise contact center solutions including its features, its benefits, and the industries that use it. 

Let’s get started.

What are enterprise contact center solutions?

An enterprise contact center solution is software that helps businesses to manage customer interactions across multiple channels. It is mainly designed to handle high-volume customer interactions and facilitate the operations of large-scale contact centers within an organization.

This software offers an extensive range of features, including call routing, automatic call distribution, and caller ID. 

Furthermore, it helps businesses track their contact center’s performance by offering reporting and analytics. 

What are the key features of enterprise contact center solutions?

An enterprise contact center solution offers extensive features, enabling better customer interactions and improved customer service. These are the key features of enterprise contact center solutions.

• Omnichannel Support : An omnichannel support feature in enterprise contact center solutions offers support across multiple channels and devices such as phone calls, chats, emails, text messages, and social media.

• Interactive Voice Response: Interactive Voice Response or IVR is an automated phone system that allows customers to listen to pre-recorded messages through a voice response system. 

• Automatic call distribution: ACD or Automatic call distribution is a telephony system that automatically receives calls and distributes incoming calls as per available agents based on predefined criteria such as time-based routing, skill-based routing, and priority-based routing.

• Call routing: This call management feature helps businesses to handle a large volume of incoming calls. It automatically places incoming calls in a queue and later routes them to available agents. 

• CRM integrations: Integrating enterprise contact center solutions with CRM, allows agents to access and utilize customer data to provide a more personalized and efficient client experience.

• Call Analytics: This feature of the enterprise contact center solution helps you to collect, measure, and analyze call data. Thus, it allows you to make effective data-driven decisions and enhance customer experience. 

• Call Monitoring: The live call monitoring system allows managers or supervisors to listen to ongoing calls between agents and customers, enabling immediate feedback and coaching to provide better customer service.

What are the benefits of an enterprise contact center solution?

Enterprise contact center solutions offer several benefits, including improved customer service, reduced cost, and increased efficiency. These are the main benefits of an enterprise contact center solution:

• Minimize costs: Enterprise contact center solutions help to reduce costs by tracking performance and identifying areas for improvement. Further, it also lowers labor costs through automation and improved agent management. 

• Enhance customer service: Enterprise contact center solutions help to handle a large volume of customer inquiries across multiple channels. It allows the customer service team to respond quickly and reduces the waiting times.

• Boost revenue: Using enterprise contact center solutions, businesses can prioritize revenue-generating interactions and implement outbound campaigns. These help to increase sales, which eventually boosts revenue. 

• Improve customer retention: Enterprise contact center software helps businesses build customer relationships by enhancing the customer experience. It helps to improve your customer retention. 

Which industries are using enterprise contact center solutions?

Enterprise contact center solutions are essential tools that are useful for various industries due to their ability to improve customer service, boost sales, and minimize costs. Some of the main industries that use enterprise contact center solutions are listed here. 

• Healthcare: The healthcare sector mostly relies on enterprise contact center solutions to communicate with patients, staff members, and insurance providers. But the biggest requirement is to meet the stringent regulatory requirements, such as HIPAA.

• Real estate: If a decent-sized brokerage and property management company doesn’t have a good contact center platform, handling a large volume of calls is hard. For that, enterprise contact center solutions are essential to managing a large volume of inbound and outbound calls.

• Technology and SAAS: No wonder, every large SAAS organization has to handle a high volume of customer service inquiries daily. As a result, it’s important to have software that provides analytics to enhance customer service, track customer satisfaction, manage call volumes, and much more. 

• Education: It’s challenging for universities and colleges to manage the large volume of data of students and workers. So, here comes enterprise contact center solutions to handle student inquiries, admissions, enrollment, and other administrative tasks.

10 Best contact center solutions for enterprise in 2024

1. Krispcall – Extensive Contact Center Features + 24/7 Human Support

KrispCall indeed sets itself at a higher peak than its competitors whether you need to support a customer service team or any other inbound or outbound contact center team.

Furthermore, KrispCall’s enterprise contact center solutions offer you flexibility in customization and scalability that enables you to tailor your contact center operations as per your specific needs. 

On top of that, KrispCall provides 24/7 customer support with a commitment to customer satisfaction. 

KrispCall has a desktop and mobile app that works across Android, Mac, and iOS. The things that KrispCall apart from other competitors are its most comprehensive and advanced features at the least expensive cost. 

You can also easily integrate with other communication tools such as instant messaging and video calls, making it easier for businesses to manage customer interactions across multiple channels. Apart from that, its advanced calling features help you to manage customer relationships more effectively.

  KrispCall’s Features

• Custom Caller ID
• Automatic Call Distribution
• Call Center Analytics
• Live Call Monitoring and Recording
• CRM Integration
• Call Barging

    KrispCall’s Pricing

• Essential: $15/user/month
• Standard: $40/user/month
• Enterprise: Custom

  KrispCall’s Limitations

• Only the Web App is accessible for macOS and Windows

2. Talkdesk

Talkdesk is also one of the well-known enterprise contact center platforms where most of the features that you would expect are available. The features include call queuing, ACD, IVR, and click-to-call. 

In addition to the features, Talkdesk has a user-friendly interface, and the integration works well.  

For that reason, this might be your alternative partner for the contact center solution. 

Talkdesk’s features

• API Access
• Real-time dashboards
• Seamless integrations
• Automatic caller distribution
• Voicemail

Talkdesk’s Pricing

• CX Cloud Essentials: $75/user/month
• CX Cloud Elevate: $95/user/month
• CX Cloud Elite: $125/user/month

Talkdesk’s Limitations

• Cannot transfer and hold calls
• Voice automation service is not available

3. NICE CXone

NICE CXone enterprise contact center solution offers a powerful cloud-based call center ACD, call routing, and self-service IVR to enhance the customer experience. With its software, companies can operate their call centers more efficiently and improve the quality of customer interaction.

Moreover, NICE CXone provides exceptional features that help you manage automation and call management. 

NICE CXone’s Features

• Universal Queue for Routing Customer Interactions
• Advanced Reporting and Analytics
• Automatic Call Distribution
• Self-Service Analytics
• Conversational AI and Chatbot

NICE CXone’s pricing

• Contact the Customer Support Team

NICE CXone’s Limitations

• Slow responsiveness
• Unable to answer since calls as they get stuck

4. Five9

Five9 is a reliable contact center solution that increases agent productivity and delivers incredible customer experience. In addition to AI and automation, Five9 offers digital engagement and workforce optimization. 

Five9 provides a great platform that allows you to make crystal-clear calls without interruption. Five9 can be part of your journey to enhance your call centers. 

Five9’s Features

• Predictive Dialing
• Call Conferencing
• Real-time reporting
• Speech Recognition Software
• Web Callback service

Five9’s pricing

• Digital (Digital only): $149/monthly
• Core (Voice-only): $149/monthly
• Premium (Digital +Voice): $169/Monthly
• Optimum (Digital + Voice + WEM): $199/monthly

Five9’s limitations

• Limited Mobile App Offering 
• Fewer Data Archiving

5. Aircall

Aircall is a business phone and communication platform that people trust. Its seamless integration allows you to take notes and open up customers’ profiles with a click of a button. 

Moreover, the Aircall management dashboard has made it easy to manage multiple lines, multiple users, and multiple implementations. It is considered to be easy to use and can set up contact center software in just a few minutes.

Aircall features

• Call Queuing
• Ring Groups
• Unlimited Concurrent Calls
• Power Dialer
• Parallel Calls

Aircall pricing

• Essentials: $30/month/user
• Professional: $50/month/user
• Custom: on-demand

Aircall limitations

• Poor customer service
• Weak connection and inability to receive calls

6. Webex Contact Center

Webex Contact Center is also one of the best and most reliable cloud contact center software for enterprise that offers real-time nudges, coaching, and context for handling customer needs.

Its voice quality and connectivity are very complete and only a little interference occurs when making calls. However, the Webex Contact Center’s most beneficial feature is the ability to transfer calls from customers to higher-ups or agents. 

Moreover, you can get all customer communication routes such as calls, chats and emails through a single platform. 

Webex Contact Center Features

• Interactive Voice Response
• Live monitoring and coaching
• Workforce Management
• Multichannel support
• Intelligent routing

Webex Contact Center pricing

• Webex Meet: $14.50/license/month
• Webex Suite (Meet + Call): $25/license/month
• Webex Enterprise: Contact Sales

Webex Contact Center limitations

• Slow chatbots and inactive
• Needs improvement on network connectivity

7. CallRail

CallRail is one of the alternative contact center solutions for enterprise that helps you to track and analyze phone calls and web formats. One of the best things about using CallRail is that it’s easy to set up. 

Furthermore, CallRail provides call summaries and insights, which save you time by providing valuable insights. You can also integrate CallRail with multiple platforms like Google ads. 

You can optimize your marketing and boost your PPC, SEO, and offline ad campaigns’ ROI. 

CallRail Features

• Dynamic Number Insertion
• Keyword-Level Call Attribution
• Integrations
• Phone Number pooling
• Real-time Reporting

CallRail Pricing

• Call Tracking: $40/month
• Call Tracking + Conversation Intelligence: $85/month
• Fall Tracking + Form Tracking: $85/month
• Call Tracking complete: $130/month

CallRail Limitation

• Limited coverage
• Integration challenges 

8. CloudTalk

CloudTalk is a good budget alternative for companies with simple needs. It offers you reliability and enhances your workflow efficiency. It seamlessly manages communication interactions, making it easy to monitor, analyze calls, and record. 

Furthermore, its power dialer features help you to reach more customers by eliminating repetitive tasks and assigning automated call campaigns to agents. 

You can use this contact center software to strengthen your relationship with customers and gain their trust. 

CloudTalk Features

• Session Routing
• Concurrent Calling
• Inbound Screen Pop
• Skill-based Routing
• Session Queuing

CloudTalk Pricing

• Starter: €25/user/month
• Essential: €30/user/month
• Expert: €50/user/month
• Custom: Contact Sales

CloudTalk Limitations

• Geographical Availability of Integrated Features
• Customization Complexity

9. 3CX

3CX is another alternative that provides a simple yet flexible and affordable solution to call video and live chat. You can use 3CX contact center solution software to increase productivity, enhance customer service, and reduce costs.

In addition, the 3CX interface checks the person’s availability before making calls. This software is trusted by over 350, 000 customers in various countries.

3CX Features

• Video Conferencing
• Integrations
• Robust Call Management
• Live Chat & Messaging
• Call Reports

3CX Pricing

• 3CX SMB: $75
• 3CX PRO:$75
• 3CX ENT: $75

10. Genesys Cloud CX

Genesys Cloud CX is another alternative that you can choose for your company. It offers all the necessary features to meet customers’ needs. Further, Genesys Cloud CX helps companies to offer exceptional service across the customer journey. 

Genesys Cloud CX offers the future of CX to businesses of all sizes with its number-one AI-powered experience orchestration platform.

Genesys Cloud CX Features

• Intelligent Routing
• Omnichannel Engagement
• Reporting and Analytics
• Seamless integrations
• Scalability

Genesys Cloud CX Pricing

• Genesys Cloud 1 (Voice): $75/month
• Genesys Cloud 2 (Digital): $95/month
• Genesys Cloud 3 (Digital + WEM): $135/month
• Genesys Cloud 3 (Digital + WEM + Voice): $155/month

Genesys Cloud Limitation

• Dynamic Queuing Limits
• Schedule Callback Limitations

How to choose the best enterprise contact center software for your business?

While choosing the best enterprise contact center software, you need careful consideration of several factors. You have to look out for what type of contact your business handles, what your average call volume and peak times are, what your key customer service metrics are, and what specific features you need. 

On top of that, you have to set a budget for enterprise contact center software. Apart from that, you have to research the features and security, ensuring that the software meets your security and data privacy requirements.  

Choosing the best enterprise contact center software requires acknowledging the company’s requirements first. 

Optimize customer interactions using KrispCall’s enterprise contact center solution 

KrispCall contact center solutions stand out as best among other providers due to advanced features, flexibility, and affordability. Its extensive range of features such as CRM Integration, Interactive Voice Response, and Automatic call distribution helps you to improve your call centers and enhance interactions with customers. 

Even more, KrispCall has a wider coverage of 100+ countries, which helps businesses extend their call centers easily in new locations. Apart from that, KrispCall offers 24/7 support to troubleshoot any problem instantly. 

Using KrispCall contact center solution-rich features, businesses can optimize call center operations and deliver exceptional customer service. 

Conclusion

In today’s world of communication, businesses have to upgrade their call centers to enhance their customer interactions. 

As a result, enterprise contact center solutions software came as a solution to handle the large volume of incoming calls, track and analyze data, and provide a personalized experience to customers. 

With its comprehensive features, companies can increase customer retention and boost sales. Therefore, choosing a good enterprise contact center solution like KrispCall is essential to handling and better engaging with customers. 

FAQ

What is CRM in a Contact Centre?

CRM in a Contact Center refers to technology solutions that accommodate storing customer information and grant agents access to these data such as account details and interaction histories. 

What is the difference between a call center and a contact center?

Many people think that a call center and a contact center are the same. However, that’s not the case, the call center is specifically to make and receive calls while the contact center is to interact with customers across various channels such as chat, email, and conferencing.  

When should I consider changing my enterprise contact center solution?

There are several factors that indicate that you need to change the enterprise contact center solution. 

• Firstly, if your current solution delays your sales team from getting customer insights, it may be time for a change. 
• In addition, if your customer’s inquiries aren’t being resolved due to a lack of call routing or automation, it could be a sign to consider a new solution. 

What are the challenges while implementing enterprise contact center solutions?

Companies have to face several challenges while implementing enterprise contact center solutions such as training and Adoption, Integration with existing systems, Security, and Compliance, and scalability.