Top Features for Contact Center Software
Cloud-based contact center software (CCaaS) empowers organizations to orchestrate customer interactions across multiple channels, including voice, email, chat, SMS, and social platforms. Core capabilities include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms enhance responsiveness and customer experience.
CCaaS facilitates businesses across the globe by being cost-effective, scalable, flexible, and quick to deploy. The software also delivers agility to adjust to changing business needs and sustain a flexible workforce. It facilitates capital and operational expenditures by eradicating the need for cloud-based or on-premise services.
Buyers need to evaluate solutions based on features, scalability, and verified user feedback. The top features for contact center software mentioned in the article will help you deliver a consistent, personalized, and streamlined customer service experience.
Top Contact Center Software Features
Contact Center software comes with a lot of features. A few of them are listed and described below:
Agent dashboard
An agent dashboard in a contact center platform offers a personalized, real-time view of key performance indicators (KPIs), customer insights, and operational tools. It empowers agents to monitor their performance, compare against team benchmarks, and efficiently manage multichannel customer interactions. This makes it easy for agents to chase down the specific data that they are looking for instead of investing time in searching for it.
Benefits
- The software works on performance tracking, displaying real-time statistics.
- It enables agents to compare their performances with team-level statistics and objectives.
- It works as a centralized tool offering access to integrated tools like AI assistants, CRM data, and company databases.
- The software also has a unified view integrating customer information from different communication channels, like chat, email, or voicemail etc.
Zoom Contact Center
Zoom Contact Center enables agents to track and view their individual and team performance through its agent dashboard. It is a scalable CCaaS solution embedded within Zoom’s unified communications ecosystem, empowering organizations to elevate customer engagement across channels. TrustRadius reviewers give Zoom Contact Center 7.8/10 for its agent dashboard.
“We use everything Zoom – Zoom meeting, scheduler, room, phone, contact center, etc. It has solved many issues that we have faced. As an educational institution, we needed a way to consolidate systems and make them work better. Zoom has done that – from telephony, hybrid teaching, online meetings, to live chat and AI. Zoom was able to help us in addressing older infrastructure issues to new developments.”
Read Dan’s full review here.
Call Forwarding
In contact center platforms, call forwarding involves the automated or manual rerouting of incoming calls to designated agents or queues based on predefined logic. Modern systems enhance this with intelligent routing, factoring in agent availability, skill sets, inquiry type, and call priority. This capability underpins Automatic Call Distribution (ACD), streamlining call handling and minimizing wait times.
Benefits
- The app offers skill-based routing through calls sent to agents who handle the customer-specific needs, leading to easy resolutions.
- The system guarantees that calls are routed to agents to resolve customer queries.
- It also has Interactive Voice Response (IVR) systems to collect information from the caller. Based on the information, the calls are forwarded to the correct department, reducing delays and creating a self-service system.
- With Customer Relationship Management (CRM) integration, the CCaaS platform uses customer history to route calls to the agent, facilitating personalized service.
Webex Contact Center
Webex Contact Center connects inbound callers to agents based on wait time, call priority, or for any specific skills or knowledge are required to handle the call. It offers a flexible, cloud-based architecture that supports voice, text, email, and social messaging channels and assists in forwarding calls to the appropriate agents. The Webex Contact Center users have scored the feature 9 in their TrustRadius reviews.
“We have several contact center customers, both internal and external business. Our contact centers are inbound and have both on-site as well as remote agents. Customers range from shared services support to the Network Operations Center to external government services support. Several centers are 24/7/365 with various shifts. We utilize soft phones and desk phones.”
Read this Verified User’s full review here.
Call Tracking
Call tracking in CCaaS platforms encompasses a comprehensive set of tools for monitoring and analyzing customer interactions across voice, chat, and social media channels. Key capabilities include intelligent call routing to match inquiries with the most suitable agents, real-time analytics for performance and KPI tracking, and call recording for compliance, training, and quality assurance. Delivered through a centralized cloud-based architecture, CCaaS enables remote agent access and flexible scalability to meet evolving business demands.
Benefits
- Delivers actionable insights into KPIs such as wait times, call durations, and resolution rates, enabling data-driven decision-making and operational optimization through real-time analytics and reporting.
- Captures customer interactions for compliance, training, and performance evaluation. Supervisors can assess call quality and provide targeted coaching employing call recording and quality monitoring.
- Consolidates voice, email, chat, SMS, and social media into a unified interface, ensuring consistent customer engagement across all channels using omnichannel support.
- Agents work from anywhere with an internet connection, using computers, tablets, or smartphones, deploying the app’s remote accessibility.
Talkdesk
Talkdesk Customer Experience Automation (CXA) enables agents and managers to see the origin of the call. Call tracking is efficiently carried out by the tool, and it transforms fragmented customer service workflows into intelligent, AI-orchestrated journeys. By automating complex interactions across channels, CXA delivers scalable, outcome-driven experiences that boost efficiency and customer satisfaction. Talkdesk users have scored the feature 8.5 in their TrustRadius reviews.
“Talkdesk is the best dialing system in the game. We do face issues sometimes as Agents, but it’s the best in the game so far. We are really satisfied as Agents, and we also get the help that we deserve as employees. Talkdesk can help you check how many inbound and outbound calls you have made so far as an individual, and also check the calls of the whole team. It is very user-friendly. In my own point of view, I give this lovely system a 5/5.”
Read Zinhle’s full review here.
Multichannel Integration
The contact center software’s multichannel integration empowers organizations to deliver seamless customer experiences by bringing all communication channels, like phone, email, chat, and social media, into a single platform. This unified approach improves operational efficiency, enables personalized support, and ensures consistent service across every customer interaction point.
Benefits
- Ensures seamless interactions across all channels, delivering uniform service quality regardless of customer touchpoints with a consistent customer experience.
- Centralized interfaces equip agents with the tools and context needed to manage interactions efficiently.
- The tool helps in expanded reach by supporting engagement on customers’ preferred platforms, enabling broader market access and improved responsiveness.
- Cross-channel analytics from this app offers unified performance tracking to inform operational decisions and enhance service delivery.
8×8 Contact Center
8×8 Contact Center can collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media through its secure, cloud-based architecture. It features intelligent self-service, real-time agent guidance, and native CRM integrations, all accessible through a unified interface. The 8×8 Contact Center users have scored the feature 8.5 in their TrustRadius reviews.
“We use the contact center to stay connected, whether we are all in the same office, I’m in court, or one or more of us are working remotely. Third parties calling us have no idea of our exact location at the time, and this allows us to operate as a well-oiled machine.”
Read Erik’s full review here.
CRM Software Integration
Customer Relationship Management (CRM) Software and CCaaS integration centralize customer information and communication tools, equipping agents with real-time access to complete customer profiles. This streamlines workflows, automates routine tasks, and boosts support efficiency across channels. Compared to traditional call centers, it offers greater scalability, flexibility, and operational agility.
Benefits
- Integrates communication workflows to reduce friction, accelerate response times, and improve resource utilization through streamlined operations.
- Reduces errors by automating data entry and workflows.
- Automating workflows in a unified system paves the way to efficiency and reduced operational costs.
CloudTalk
CloudTalk is a cloud-based call center solution that allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions. It enhances customer engagement through personalized, data-driven interactions. Built for sales and support teams of any size, it helps organizations streamline communication and deliver more efficient, customer-centric experiences that drive loyalty and growth. CloudTalk users have scored the feature 10 in their TrustRadius reviews.
“I use it for internal communication and joint calls with clients as I focus on marketing research. Connecting with HubSpot allows me to sync data to know when a client is ready to talk. The interviews are easily recorded, and I evaluate them later. It’s great that I don’t have to search for the data in different tools, but I can get it in a few clicks, which makes marketing research easier.”
Read Martin’s full review here.
Quality Management
Quality management within contact center software (CCaaS) provides a structured framework for continuously improving customer interactions and agent performance. By leveraging built-in tools like speech analytics, real-time dashboards, and customer feedback, organizations can ensure regulatory compliance and consistent service delivery. The ultimate goal is to harness data-driven insights to proactively elevate customer satisfaction and operational excellence.
Benefits
- Quality management enables early detection and correction of service gaps, boosting customer satisfaction and retention.
- The tool offers a performance-driven culture through objective insights and structured feedback that help agents improve continuously and take ownership of their growth.
- Customer loyalty is met through consistent, high-quality interactions that foster trust and long-term relationships.
- Quality management mitigates risk, ensuring security, compliant handling of customer interactions, and reducing exposure to regulatory penalties.
- Automation and analytics free up managers to focus on coaching and strategic improvements.
NiCE CXone Mpower
NICE CXone Mpower monitors conversation content, administers evaluations, establishes policies, etc., to maintain quality in its business. It offers a robust cloud-based architecture for managing customer engagement across voice, chat, email, and more. It includes advanced features such as automatic call distribution, interactive voice response, omnichannel routing, and real-time analytics. Workforce optimization and feedback tools help IT teams fine-tune performance and ensure service continuity. NICE CXone Mpower users have scored the feature 9.2 in their TrustRadius reviews.
“Our department handles all inbound contacts for the company. We not only use the phone, email, and chat services but also workforce management and quality management. These tools have saved us hours of manual time. The reporting function is good, but at times I wish it were a bit more flexible.”
Read Jean’s full review here.
Customer Surveys
Integrated survey tools within CCaaS platforms enable real-time feedback collection to monitor and enhance both CX and agent effectiveness. Automation and omnichannel support allow teams to deploy post-interaction surveys efficiently across voice, chat, email, and more—driving actionable insights without manual overhead.
Benefits
- Surveys provide structured data on CSAT, NPS, and CES to evaluate service quality by monitoring the key metrics.
- Immediate feedback highlights issues not visible in standard performance dashboards, uncovering service gaps.
- Managers use survey results to guide coaching, reward excellence, and close performance gaps.
- Enable data-driven optimization through integration with CCaaS analytics, survey data informs tactical adjustments across workflows and support channels.
Genesys Cloud CX
Genesys Cloud CX simplifies the complexity of customer relationships by unifying interactions across every channel. It allows agents to gather post-interaction feedback from customers on the communication channel of their choice. Whether through voice, email, chat, or social media, the platform ensures seamless, contextual conversations that drive stronger engagement and loyalty. Designed for scalability and agility, it helps organizations deliver consistent, high-impact customer experiences. Genesys Cloud CX users have scored the feature 7.7 in their TrustRadius reviews.
“We use Genesys Cloud CX as our main (and unique) contact center solution for dealing with voice calls, both inbound and outbound. Genesys Cloud CX handles our Interactive Voice Response (IVR) flows, our agents, our queues (group of agents), and our outbound calls, both manual calls and automated (dialer campaigns) calls.”
Read Victor’s full review here.
Customer Interaction Analytics
Customer Interaction Analytics applies AI to process and interpret unstructured data from customer interactions across voice, chat, and email channels. It delivers granular insights into sentiment, behavioral trends, and operational metrics, enabling contact centers to optimize agent workflows, reduce churn, and improve customer experience.
Benefits
- Customer Interaction Analytics helps in speech recognition and sentiment analysis to decode interactions across phone, email, chat, and social media.
- With in-depth insights, it offers data-driven decisions that enhance agent performance, operational efficiency, and customer experience.
- It empowers businesses by improving training, streamlining operations, and delivering proactive and personalized experiences.
Dialpad Support
Dialpad Support makes unstructured interaction data across channels (audio, video, email, text, etc) and formats it to be searched and categorized based on interaction patterns. Dialpad AI Contact Center is an inbound or outbound call center platform that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history. TrustRadius reviewers scored the feature 7.8/10 for Dialpad Support.
“We use Dialpad Ai Contact Center for it’s contact center features. We need a software that can route calls in a specified order to the right people while queuing up customers that are waiting to be helped. We additionally needed a platform that can provide us analytics on how we are doing with our calls and if possible, has features to help the advocates succeed.”
Read this Verified User’s full review here.
Final Takeaways: Prioritizing the Contact Center Software Features That Matter
Contact center software, a digital platform, facilitates businesses to manage customer interactions across multiple channels like voice, email, chat, and social media through a centralized interface. The software enables organizations to streamline and optimize customer service, sales, and support operations, playing a vital role in businesses. Considering the few top features for contact center software mentioned in this article, companies must ensure that they buy the most suitable contact center software for their workspace that meets business objectives and the cost.
To continue your research, explore the Contact Center software on TrustRadius. You can compare products, read verified reviews, and see which solutions best fit your needs. You may also find value in related categories and resources, including:
- Call Center Workforce Optimization Software
- Sales Dialer Software
- Call Recording Software
- Contact Management Software
- Customer Engagement Platforms
- Customer Relationship Management (CRM) Software
