Explore the top 7 omnichannel contact center software for your platform, with its features and pricing details.
The way businesses provide support to customers has changed a lot. Unlike traditional support, brands have adopted new ways of helping customers, in all possible ways.
| 💡 Did You Know? The market value of Global Omnichannel Contact Center Software was around $18 billion in 2020. The CAGR (Compound Annual Growth Rate) is estimated to grow over 15% by 2026. Source: MarketsandMarkets |
Customers need not go through long IVRs and waiting tones to reach a support agent. They can simply chat via the business’s app, or call them directly to get the support they need.
An omnichannel contact center is a customer service software that handles customer interactions via multiple channels including chat, video and voice. Customers can seamlessly switch to channels that they are comfortable with.
In fact, this is the reason why customers stick on to a brand for long years. They get the support they need right on time.
Now, if you are a business owner looking for ways to implement this omnichannel contact centre software service, we’ve got you covered.
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2024 Updated List : Best Omnichannel Contact Center Software
Understanding this, our team has ranked & reviewed the best omnichannel contact center software to implement. Here we go!✔️MirrorFly, ✔️Convin, ✔️Convoso, ✔️3CX, ✔️Five9, ✔️BetterCommerce, ✔️Bright Pattern.
1.MirrorFly
MirrorFly is a leading in-app communication provider that offers highly scalable omnichannel communication capabilities like video, voice and chat to set up your contact center platform.
With its boasting topic-based chat and SIP/ VoIP calls, MirrorFly marks itself as the top player in offering all the features that a successful contact center needs. Above this, the features are completely customizable and in fact you can host your app on your own premise.
What are the key features of MirrorFly?
- Topic-based Chat
- Buyer and seller chat
- Chatbot
- ChatGPT-powered support
- HD Video calls
- HQ Voice calls
- KYC verification
- Schedule calendar
- Synchronize calendar
What is the pricing of MirrorFly?
MirrorFly is available for a custom plan based on your needs. You can always contact their team of experts to discuss your requirements, budget and substantial cost.
Where can you contact the MirrorFly team?
Click here to get connected with the MirrorFly Team.
2.Convin
Convin is an AI-powered contact center solution that is hosted on the cloud. What’s interesting about Convin is that it uses conversation intelligence to foster sales growth with virtual assistance. You can use this contact center to audio your channels.
Convin focuses on improving customer experience and agent performance by automating sales calls with data-driven insights. They stand out from the competitors by offering real-time guidance, conversation sentiment analysis, automated quality assurance, and automated agent coaching.
There are several reasons to choose Convin, but we’d say ‘Quality of customer experience’ is something why you can go for this solution.
What are the key features of Convin?
- Intelligence
- Sound Recording and Reproduction
- Proactive measures with violation alerts
- Access to key customer moments
- Agent Performance management
- Automated agent coaching
What is the pricing of Convin?
Convin is available in 6 different custom packages:
- Automated Quality Assurance
- Automated Agent Coaching
- Real Time Agent Assist
- Learning Management System
- Conversation Behavior Analysis
- Conversation Intelligence
You may need to contact Convin’s team to request a quote.
3. Convoso
Convoso is a cloud-based contact center solution founded in 2006. This platform focuses on helping businesses multiply their leads and convert more sales by offering strong solutions including automated multi-channel follow-up, redial logic and caller ID reputation management.
Your sales or lead generation teams will love this platform for it implements intelligent real-time reporting and automation tools that are really helpful for agents.
What are the key features of Convoso?
- Lead management
- Real-time reporting
- Human voice
- Call scheduling
- Caller ID
- Regulatory compliance
- Customer support
- Dialing options
- Integrations management
- Lead capture
- VoIP connection
What is the pricing of Convoso ?
Convoso offers its contact center software for a custom plan. You may need to contact their sales team to request the pricing quote.
4. 3CX
When it comes to UCaaS (Unified Communications as a Service), 3CX is a popular player in the market. It makes call management easy with call routing, call queue strategies and skill-based routing.
It helps you reduce the need for multiple communication platforms, by combining unified communication features like video, voice and chat features with contact center features.
If you do not require an advanced AI solution for your contact centers, but are only looking for an user-friendly solution, you can go for 3CX.
What are the key features of 3CX?
- Unified communication
- Live chat
- CRM integration
- Web conferencing
- Security
What is the pricing of 3CX?
| Plan | Best For | Cost (Per month) |
|---|---|---|
| 3CX FREE | Trial | $0 |
| 3CX SMB | Small Business | $175 |
| 3CX PRO | Professional | $145 |
| 3CX ENT | Enterprise | $180 |
5. Five9
Five9 is a leading contact center software that focuses on offering businesses a rich set of features for supporting customers. And the best part is, you do not require any complex infrastructure to set up this solution.
You can easily customize their solution and connect it to your existing CRM or business solution, without any complexity. Plus, you can also add 300+ third-party softwares, and seamlessly expand the capabilities of your app.
What Are The Key Features Of Five9 ?
- Predictive dialer
- Agent Assist
- Agent scripting
- Call center statistics
- Call monitoring
- Call transfer
- Callback scheduling
- Configurable workflow
What Is The Pricing Of Five9 ?
| Plan | Service Type | Pricing (Per month) |
|---|---|---|
| Digital | Digital-only | $175 |
| Core | Voice-only | $175 |
| Premium | Digital + Voice | $235 |
| Optimum | Digital + Voice + WEM | $290 |
| Ultimate | Digital + Voice + WEM + Analytics | $325 |
6. BetterCommerce
Bettercommerce is an e-commerce solution that helps businesses build and manage their own online stores. Since 2015, this platform offers unique solutions to mid-market retailers and brands.
While this platform does not specifically offer a contact center solution, this is a great option if you’d like to set up or scale your online stores.
What are the key features of BetterCommerce?
- Payment Gateway Integration
- Customer Management
- Orders Management
- Inventory Management
- Email Marketing / SMS Marketing
What is the pricing of BetterCommerce?
No official information is available on the internet about the cost of BetterCommerce. You may need to check with their team of experts to inquire about the cost.
7. Bright Pattern
Bright Pattern is a cloud-based omnichannel contact center solution that helps you unify customer interactions across multiple channels like video, voice and chat. It comes with built-in analytics to identify the needs of customers and optimize the support accordingly.
With strong AI-powered features and cloud-based infrastructure, Bright Pattern has established itself as a trustworthy omnichannel contact center software solution.
What are the key features of Bright Pattern?
- Built-In Quality Management
- AI-Powered
- Omnichannel Agent Desktop
- Workflow Management
- High Reliability
- Suitable for Any Business
check with their team of experts to inquire about the cost.
What is the pricing of Bright Pattern?
Bright Pattern is available in 4 different packages:
- Call Center Standard
- Digital CX
- Omnichannel CX
- Bright Pattern Mobile
You may need to contact Bright Pattern’s team to know about their pricing.
Top 5 Key Benefits Of Omnichannel Contact Center Solution
Several businesses have switched from traditional call center solutions to contact center solutions in recent years. This way, agent-customer interactions are changing and enterprises are achieving bigger benefits. A few of them are mentioned below.
Improved Flexibility
Customer needs and demands keep changing. In order to keep up with the market pace, you need to be available in all possible ways to your customers, to avoid churn.
Low Costs
You will only spend one for the initial investment to set up an omnichannel solution. But, you can optimize agent utilization, reduce the number of calls that customers will make to get support, thereby, reducing customer grievances increasing the opportunity of retention.
Enhanced customer satisfaction
Imagine a customer getting instant support they need, without having to wait for long. They can simply use chat, video call, voice call or social media to get support. And that easily makes them feel valued.
Enhanced data analytics
Contact center solution is in fact an easy way to learn the behavior and interests of your customers. You can simply study them on different channels they use, predict their needs and meet their expectations easily.
Conclusion
Overall, setting up a contact center solution with omnichannel support can be effortless when you opt for the right solution provider.
While you may have a good number of reasons to set it all up yourself, these solutions make your task even more easier and cost effective. We’d like to recommend you to prepare a checklist of your needs and match them with the providers we’ve mentioned on this list.
Choose the right omnichannel support for your customers and start building a brand that they can rely on.
