Ranking the Best Multichannel Contact Center Software
Here are the top 10 multichannel contact center solutions for 2025.
- Talkdesk: Best for enterprise-grade AI and automation.
- Freshdesk Contact Center: Best for SMBs needing an all-in-one solution.
- Five9: Best for cloud-native inbound and outbound campaigns.
- Sobot: Best for global teams needing a comprehensive customer service platform.
- Genesys Cloud CX: Best for personalized, empathetic customer experiences.
- Zendesk Suite: Best for integrating customer support with sales and marketing.
- RingCentral: Best for unified communications with contact center features.
- NICE CXone: Best for workforce optimization and analytics.
- Aircall: Best for voice-centric teams integrating with CRM.
- Dialpad Ai Contact Center: Best for real-time AI guidance for agents.
Over 73% of customers expect seamless interactions across all communication channels. The right multichannel contact center software transforms the customer experience. A strong multichannel contact center provides true omnichannel support, which improves customer service. This article breaks down each contact center software, from the Sobot call center using Sobot AI to other leading call center software.
1. Talkdesk
Overview
Talkdesk is a prominent cloud contact center platform designed for large-scale enterprises. It leverages artificial intelligence to enhance customer interactions and streamline operations. This cloud-based system helps businesses connect with customers across various touchpoints. Many users rate the platform highly for its robust feature set and performance.
User Ratings Snapshot 📊
Platform Rating Gartner 4.1 out of 5 stars G2 4.4 out of 5 stars
The platform's main goal is to provide tools that improve both agent productivity and the overall customer experience. It is a popular choice for companies looking to invest in advanced automation.
Key Multichannel Features
Talkdesk's strength lies in its AI-driven capabilities. The contact center software offers a suite of tools to automate and improve customer support. Key features include:
- Customer Experience Automation (CXA): This core technology uses AI agents to provide self-service options, such as conversational AI for answering common questions.
- Agent Assistance Tools: Products like Copilot and Navigator offer real-time guidance to agents during calls. They can suggest answers and automate tasks.
- Voice Biometrics: This feature enhances security by authenticating customers through their voice, reducing fraud and speeding up interactions.
- Unified Channel Management: Talkdesk integrates multiple communication channels, allowing agents to handle inquiries from voice, email, and digital platforms in one place.
Pros and Cons
Pros:
- Powerful Automation: AI tools handle repetitive tasks, freeing up agents to focus on complex issues.
- Scalability: The system can manage large volumes of customer interactions, making it suitable for growing enterprises.
- Data-Driven Insights: It gathers and analyzes interaction data to help managers identify trends and improve performance.
Cons:
- Complexity: The extensive features can have a steep learning curve for teams without dedicated IT support.
- Cost: Pricing can be higher than other solutions, which may not be ideal for businesses with smaller budgets.
Pricing
Talkdesk provides pricing on a custom-quote basis. The final cost of the call center software depends on the specific package, the number of users, and the features selected. Businesses must contact the Talkdesk sales team to get a detailed price quote tailored to their needs.
2. Freshdesk Contact Center
Overview
Freshdesk Contact Center is a cloud-based solution designed for small to medium-sized businesses (SMBs). It is part of the larger Freshworks ecosystem. The platform aims to unify customer conversations in one place. This cloud contact center helps teams manage customer support efficiently. Many businesses choose this call center software for its user-friendly interface and quick setup. It provides essential tools for companies looking to improve their support operations without a large initial investment.
Key Multichannel Features
Freshdesk offers a comprehensive suite for managing various communication channels. The contact center software features an omnichannel dashboard. This dashboard consolidates requests from multiple sources into a single view for agents. Key integrated channels include:
- Phone (via Freshcaller)
- Live Chat
- Website Portals
- E-commerce platforms
This integration allows agents to track customer history across channels. It provides context for every new interaction.
Pros and Cons
Pros:
- All-in-One Platform: It combines helpdesk, chat, and phone support, simplifying the tech stack for businesses.
- User-Friendly: The interface is intuitive, which reduces training time for new agents.
- Affordability: Its pricing plans are competitive, making it accessible for SMBs and startups.
Cons:
- Limited Advanced Features: It may lack some of the deep AI and analytics capabilities found in enterprise-level solutions.
- Scalability Concerns: Larger organizations with very high interaction volumes might find the platform less robust than more specialized enterprise systems.
Pricing
Freshdesk Contact Center offers a tiered pricing model, including a free plan for up to 10 agents with basic features. Paid plans start at $15 per agent/month (billed annually) and scale up with more advanced features. Each tier adds capabilities like call recording, analytics, and integrations. Businesses can choose a plan that best fits their size and needs.
3. Five9
Overview
Five9 is a leading cloud contact center provider known for its robust, all-in-one platform. This cloud-based system helps businesses manage customer interactions across various channels. The company has earned significant industry recognition for its innovation in AI and customer experience.
Industry Recognition 🏆 Five9 has consistently been named a leader by top industry analyst firms. Recent accolades include:
These awards highlight Five9's strong position in the market and its commitment to advancing contact center technology.
Key Multichannel Features
Five9's Intelligent Cloud Contact Center unifies various communication channels to create a seamless agent and customer journey. The platform connects touchpoints, allowing agents to focus on delivering excellent customer support. Key features include:
- Intelligent Omnichannel Routing: This feature directs customer interactions to the best-suited agent based on context and intent.
- Digital Engagement: It allows customers to connect through their preferred digital channels for a smooth experience.
- Intelligent Virtual Agents (IVAs): IVAs can automate tasks like payment processing. They securely collect sensitive data without involving a human agent, reducing compliance risks.
- Unified Communications: The system connects agents with experts across the organization to improve first-contact resolution.
Pros and Cons
Pros:
- Advanced AI Capabilities: The platform uses AI to automate workflows and provide agents with valuable insights.
- High Scalability: The call center software is built to support large enterprises with high interaction volumes.
- Strong Integration Options: It connects with popular CRM systems and other business tools.
Cons:
- Potential Complexity: The extensive feature set may require significant training and a dedicated administrator.
- Higher Cost: Pricing can be a considerable investment, making it less suitable for small businesses.
Pricing
Five9 offers bundled pricing plans tailored to specific business needs. The cost of the contact center software depends on the features, number of users, and usage levels selected. To get an accurate quote, businesses must contact the Five9 sales team for a custom proposal.
4. Sobot
Overview
Originating in Singapore, Sobot offers a powerful, all-in-one cloud contact center solution for global teams. The platform provides a comprehensive product suite designed to unify customer interactions. This includes a Voice Call Center, Live Chat, AI Chatbot, Ticketing System, and an official WhatsApp API. Sobot's contact center software helps businesses manage all aspects of customer support from a single, integrated system. This approach simplifies operations for companies serving an international customer base.
Key Multichannel Features
Sobot excels at bringing various communication channels into one cohesive environment. The platform guarantees high reliability for global operations.
- Unified Workspace: Agents can manage voice calls, emails, live chat, and social media messages from a single dashboard. This provides a complete view of the customer's history.
- Official WhatsApp BSP: As an official WhatsApp Business Solution Provider, Sobot enables businesses to engage customers directly on the popular messaging app for support and marketing.
- Global Stability: The cloud-based system boasts 99.99% stability and is supported by a global network. This ensures consistent performance for teams and customers around the world.
Pros and Cons
Pros:
- Proven Results: Sobot delivers measurable improvements in key business metrics. The platform helps companies enhance efficiency and boost customer satisfaction.
- All-in-One Solution: It combines multiple tools into one platform, reducing the need for separate software and simplifying workflows.
- Global Reach: The call center software is built to support international teams with features like multi-language support and global number availability.
Customer Success Story: Opay 🚀
Financial service platform Opay implemented Sobot to streamline its support operations. The results were significant. Opay increased its customer satisfaction rate from 60% to 90% and reduced overall costs by 20%. This demonstrates the platform's ability to drive real business impact.
Pricing
Sobot provides customized pricing based on a company's specific needs, including the number of agents and the required features. For a detailed quote, businesses should contact the Sobot sales team directly.
5. Genesys Cloud CX
Overview
Genesys Cloud CX is a leading all-in-one cloud contact center platform. It focuses on helping businesses deliver personalized and empathetic customer interactions. This cloud-based system is designed to power a company's entire customer support strategy. The platform provides tools that connect every touchpoint throughout the customer journey. Businesses use this contact center software to build stronger relationships with their customers by understanding their needs in real time.
Key Multichannel Features
Genesys Cloud CX excels at creating connected experiences across all communication channels. A standout feature is its use of predictive engagement to personalize interactions.
- It analyzes customer behavior on a company's website using AI and machine learning.
- The system predicts when a customer might need help.
- It then proactively engages the customer at the perfect moment.
- Agents receive a full view of the customer's website journey, enabling them to provide highly relevant assistance.
This call center software ensures that whether a customer reaches out by phone, chat, or email, the experience is seamless and informed.
Pros and Cons
Pros:
- Deep Personalization: The platform uses AI to understand customer intent, enabling highly tailored interactions.
- Scalable Architecture: It is built to support businesses of all sizes, from small teams to large global enterprises.
- All-in-One Solution: It combines various tools into a single platform, simplifying management for IT and operations teams.
Cons:
- Learning Curve: The extensive features and customization options can be complex to set up and master.
- Cost Structure: Pricing can be higher than some competitors, making it a significant investment for smaller companies.
Pricing
Genesys Cloud CX offers several tiered pricing plans. The cost varies based on the features and capabilities a business requires. Plans start at a per-user monthly rate and increase with more advanced functionalities. For a specific quote, businesses need to contact the Genesys sales team.
6. Zendesk Suite
Overview
Zendesk Suite is a well-known cloud contact center platform designed to improve the connection between businesses and their customers. Over 200,000 paid customer accounts trust this contact center software for their customer support operations. The platform is particularly popular in the SaaS industry. It provides a flexible and scalable solution that helps companies manage conversations and provide help across many communication channels. The main goal is to create a single, unified view of the customer.
Key Multichannel Features
Zendesk's strength is its unified agent workspace. This feature brings all customer interactions into one place. Agents can manage tickets from email, chat, social media, and phone without switching screens. This cloud-based system ensures agents have the full context for every conversation.
Key capabilities of the agent workspace include:
| Feature | Description |
|---|---|
| Unified Status | Agents set their availability for all channels from a single menu. |
| Call Control | Agents can start, pause, or end calls directly from a ticket. |
| Chat Management | Agents can serve or end a chat session within the ticket interface. |
| Customer Visibility | Agents see a customer's status (e.g., online) inside a ticket. |
This call center software also supports omnichannel routing. It automatically assigns high-priority tickets to the right agents, improving response times.
Pros and Cons
Pros:
- Unified Agent View: Consolidates all channels into one interface, which simplifies agent workflow and training.
- Strong Ticketing System: Excels at converting all customer inquiries into manageable tickets for easy tracking.
- Extensive Integrations: Offers a large marketplace of apps and integrations to extend its functionality.
Cons:
- Complex Pricing: The various plans and add-ons can be confusing for new customers to navigate.
- Separate Product Focus: Some advanced features are split across different products, which may require additional purchases.
Pricing
Zendesk Suite offers several pricing tiers, starting with a foundational plan for essential support. Plans are billed per agent, per month. The cost increases with each tier, adding more advanced features like AI-powered tools and analytics. Businesses should review the different Suite plans to find the one that matches their team size and feature requirements.
7. RingCentral
Overview
RingCentral is widely recognized for its leadership in Unified Communications as a Service (UCaaS). The company offers a cloud-based platform that combines phone, video, and messaging into a single application. While its core strength is unified communications, it also provides a cloud contact center solution designed to integrate with its main offering. This call center software helps businesses manage customer interactions alongside their internal communications.
For the 10th consecutive year in 2024, Gartner recognized RingCentral as a Leader in its Magic Quadrant for UCaaS. This highlights the platform's strong position in the unified communications market.
Key Multichannel Features
RingCentral's contact center software extends its communication capabilities to customer support teams. It allows agents to interact with customers across various communication channels. The platform aims to provide a connected experience for both agents and customers.
Key supported channels include:
- Voice calls
- Business SMS
- Social media messaging
- Over 20+ other digital channels
This integration enables agents to handle different types of inquiries from a centralized system, providing more flexibility in how they deliver customer support.
Pros and Cons
Pros:
- Strong UCaaS Integration: Businesses already using RingCentral for internal communications can easily add contact center functionality.
- All-in-One Communications: It provides a single platform for both internal team collaboration and external customer service.
- User-Friendly Interface: The platform is generally known for being intuitive and easy for teams to adopt.
Cons:
- Contact Center is Not the Core Focus: While a capable solution, its primary focus remains on UCaaS, and it was not listed as a Leader in the 2025 Gartner Magic Quadrant for CCaaS.
- May Lack Specialized Features: It might not have the same depth of advanced AI and analytics as platforms that specialize solely in contact center solutions.
Pricing
RingCentral offers several pricing tiers for its contact center plans. The cost is typically based on the number of users and the specific features included in the package. Businesses interested in a detailed quote must contact the RingCentral sales team to discuss their specific requirements.
8. NICE CXone
Overview
NICE CXone is a comprehensive cloud contact center platform. It helps businesses manage customer interactions and improve workforce performance. This cloud-based system is known for its powerful analytics and AI capabilities. Companies across various sectors use this contact center software to enhance their customer support operations.
Key industries served include:
- Business Process Outsourcers (BPO)
- Financial Services
- Healthcare
- Government
- Retail
The platform provides a unified suite of tools. It aims to create seamless journeys for both customers and agents.
Key Multichannel Features
NICE CXone offers robust features for managing multiple communication channels. Its standout capability is Enlighten AI, which provides deep insights into customer sentiment.
How Enlighten AI Works 🧠
Enlighten AI analyzes 100% of interactions across both voice and text. It uses machine learning models to predict customer satisfaction. The AI identifies specific agent behaviors that lead to positive or negative outcomes. This allows managers to understand the quality of every interaction.
The call center software also unifies digital and voice channels. This gives agents a complete view of the customer's journey. It helps them provide more consistent and informed service.
Pros and Cons
Pros:
- Advanced Analytics: The platform excels at providing data-driven insights for workforce optimization and performance management.
- Purpose-Built AI: Enlighten AI offers sophisticated sentiment analysis and behavioral analytics.
- High Scalability: The system is designed to support the needs of large, complex enterprise environments.
Cons:
- Complexity: The extensive feature set can be overwhelming and may require significant training for new users.
- Cost: Its advanced capabilities come at a premium price, which may not be suitable for smaller businesses.
Pricing
NICE CXone offers pricing through custom quotes. The final cost depends on the specific features, number of users, and usage requirements of the business. Companies must contact the NICE sales team to get a detailed pricing proposal.
9. Aircall
Overview
Aircall is a cloud-based phone system and call center software built for modern business teams. It focuses heavily on voice communication. The platform is most beneficial for small businesses that manage high volumes of sales and service calls. Companies with a global presence also find its features useful. However, it may be less suitable for very small startups or teams with fewer than 25 employees. This is due to seat minimums on some plans, like the 25-seat requirement for its Custom plan.
Key Multichannel Features
Aircall's approach to multichannel support centers on its extensive integration capabilities. While its core product is voice, it connects with other platforms to create a more unified workflow.
- Strong CRM Integration: The platform integrates with over 100 third-party CRM and helpdesk tools. This allows agents to see customer data from their CRM directly within the Aircall app when making or receiving calls.
- Click-to-Dial: Agents can initiate calls directly from their CRM or helpdesk, which improves efficiency.
- Call Logging: The system automatically logs call details, recordings, and notes into the connected CRM, ensuring all communication channels are tracked in one primary system.
This contact center software helps teams provide better customer support by centralizing call data within their existing tools.
Pros and Cons
Pros:
- Extensive Integrations: Its ability to connect with over 100 applications makes it highly flexible for teams that already use other business software.
- Ease of Use: The interface is clean and intuitive, allowing teams to get started quickly with minimal training.
- Voice Quality: Aircall is known for providing reliable and clear call quality for business communications.
Cons:
- Voice-Centric: It is not a true all-in-one cloud contact center. It lacks native support for digital channels like email, live chat, or social media.
- Seat Minimums: Some plans require a minimum number of users, which can be a barrier for smaller teams or solo entrepreneurs.
Pricing
Aircall offers a tiered pricing structure billed per user, per month. The plans start with an Essentials package for basic needs and scale up to a Custom plan for advanced features and support. The Professional plan requires a minimum of three users, while the Custom plan requires 25. Businesses should review the features of each tier to determine the best fit.
10. Dialpad Ai Contact Center
Overview
Dialpad Ai Contact Center is a cloud-based platform that integrates unified communications (UCaaS) and contact center (CCaaS) capabilities. The company builds its products in-house, creating a single, seamless system for internal and external communications. This call center software is designed for ease of use, allowing administrators to manage settings and users from a simple online dashboard. The platform's core strength lies in its proprietary AI, which is built directly into the system to enhance customer support.
Key Multichannel Features
Dialpad provides powerful AI tools that work in real-time across all its communication channels. This helps teams deliver consistent service.
Real-time AI in Action 🤖 Dialpad Ai provides live call transcriptions with high accuracy. It also performs sentiment analysis during the conversation. This allows supervisors to see which calls might need attention. The system can even trigger Real-time Assist (RTA) cards, which pop up on an agent's screen with helpful notes for immediate coaching.
Key features of this contact center software include:
- Unified Channel Management: Agents can handle voice, video, and messaging from a single interface.
- In-House AI: The platform's AI provides live transcriptions, sentiment analysis, and automated CSAT scores.
- Strong Integrations: It connects with popular tools like Salesforce and Zendesk, supporting features like click-to-dial.
Pros and Cons
Pros:
- Truly Unified Platform: It combines team and customer communications, so agents do not need to switch between applications.
- Real-time Agent Coaching: The AI provides immediate guidance, helping agents improve performance during live interactions.
- Ease of Use: The system is designed to be intuitive for agents and supervisors.
Cons:
- Focus on AI: Teams not ready to leverage advanced AI features may not use the platform to its full potential.
- Potential for Complexity: The wide range of features might require some initial setup and training to master.
Pricing
Dialpad offers custom pricing for its cloud contact center solution. The cost depends on the specific features and number of users a business needs. Interested companies must contact the Dialpad sales team for a detailed quote.
What Is Contact Center Software?
Contact center software is a tool that helps businesses manage all customer interactions. Modern platforms go far beyond traditional call center software. They provide a central hub for handling inquiries from many different sources. A cloud-based contact center allows agents to connect with customers through phone, email, chat, and social media. This technology is essential for organizing contact center operations efficiently.
Defining the Modern Contact Center
A modern contact center uses a cloud-based solution to unify customer communications. Unlike old phone systems, this software tracks every conversation. It gives agents a complete history of a customer's journey. This setup helps businesses manage customer engagement effectively. The goal is to create a single, organized system for all customer service activities. A good cloud-based contact center platform is the foundation for excellent customer support quality.
Multichannel vs. Omnichannel Explained
Understanding the difference between multichannel and omnichannel is key. A multichannel contact center offers support on several channels, but they operate independently. For example, an agent on a phone call might not see a customer's previous live chat conversation. This can lead to a disconnected customer experience.
In contrast, omnichannel support integrates all communication channels. This omnichannel capability ensures a seamless conversation.
| Feature | Omnichannel | Multichannel |
|---|---|---|
| Customer Focus | Puts the customer at the center with a consistent experience. | Focuses on offering multiple, but separate, channels. |
| Integration | All channels are connected and share data. | Channels operate in silos without integration. |
With true omnichannel communication, an agent has full context of past interactions. This prevents customers from repeating themselves and improves customer satisfaction. This is a core feature of the best multichannel contact center software.
Core Business Benefits
Implementing the right customer service platform provides significant advantages. It improves the overall customer support experience by making interactions smoother and more personal. This leads to better customer experience management. A unified system also increases agent productivity. Agents can handle inquiries faster when they have all the information in one place. Ultimately, a strong multichannel engagement strategy powered by a quality cloud-based solution helps a business grow by keeping customers happy.
3 Must-Have Features in a Multichannel Platform
Choosing the right platform involves looking for features that unify operations and boost efficiency. The best systems go beyond simply offering multiple contact options. They integrate them into a smart, cohesive strategy. Here are three essential features every business should look for.
Unified Agent Workspace
A unified agent workspace is a critical component of any modern multichannel contact center. This feature brings all customer interactions into a single dashboard. Agents can see emails, chats, and call histories in one place. This complete view of all communication channels prevents customers from repeating information. It directly improves customer support quality and makes the agent's job easier.
AI-Powered Automation
AI-powered tools are transforming contact centers by handling repetitive tasks. This frees up agents to focus on complex problems, which improves workforce optimization. AI-driven solutions also provide deep insights through ai-powered analytics. This technology has a proven impact on first-contact resolution and overall customer satisfaction.
Real-World Impact of AI 📈
Company AI Solution Before AI FCR After AI FCR FCR Improvement Elisa AI Chatbot Not specified 42% (chatbot) Handled 70% of inbound contacts Texas Bank AI Performance Platform 54.46% 63.04% 16% increase
Seamless CRM Integrations
The best multichannel contact center software must connect smoothly with a Customer Relationship Management (CRM) system. This integration gives a business a full view of the customer experience. A strong customer service platform uses this connection to provide excellent customer service. It turns a cloud-based contact center into a hub for all customer engagement. This omnichannel capability is essential for true omnichannel support. A cloud contact center with good CRM integration supports everything from the call center software to a self-service portal. This level of omnichannel communication is key to successful customer experience management and better customer support.
How to Choose the Right Multichannel Contact Center Software
Selecting the right platform is a critical decision for any business. A structured approach helps companies find a solution that aligns with their goals. This guide breaks down the process into four simple steps.
Step 1: Assess Your Needs
First, a business must understand its specific requirements. It should list the primary communication channels its customers use. It is also important to define the main goals for customer service. Is the focus on speed, personalization, or cost reduction? Answering these questions helps narrow down the options for a cloud contact center. This initial assessment creates a clear roadmap for choosing the best multichannel contact center software.
Step 2: Evaluate Integrations
Next, evaluate how a new customer service platform will connect with existing tools. A system that integrates smoothly with your CRM is essential for a good customer experience. This connection provides agents with a complete customer history.
Strong integrations are the foundation of true omnichannel support. They ensure data flows seamlessly between systems, empowering agents to deliver consistent and informed service.
Step 3: Compare Scalability
A business should consider its future growth. The chosen cloud-based contact center must be able to scale. It should handle an increasing volume of interactions without a drop in performance. A scalable multichannel contact center supports a growing team and evolving customer support needs. This ensures the platform remains a valuable asset for years to come.
Step 4: Request Demos
Finally, shortlist two or three vendors and request live demonstrations. A demo allows a team to see the contact center software in action. It is the best way to test the user interface and features. This step is crucial for effective customer experience management. Seeing the call center software firsthand helps confirm it is the right fit for the team's workflow.
Choosing the right multichannel contact center software is a strategic decision. The best platform aligns with a company's specific goals for its customer experience and communication channels. For businesses prioritizing a proven, all-in-one global solution for customer service, Sobot stands out. Enterprises seeking deep AI analytics will find Talkdesk a strong contender. Companies should use this guide to shortlist their top options. Scheduling a demo of a contact center software like Sobot is the final step to ensure the call center software provides the right omnichannel support for their customer support team.
FAQ
### What is the main difference between multichannel and omnichannel?
A multichannel contact center offers many separate communication channels. An omnichannel platform integrates these channels. This gives agents a unified view of the customer's history, creating a seamless experience for the customer and preventing them from repeating information.
### How long does it take to set up a cloud contact center?
Setup time varies. Modern cloud contact center software often allows for rapid deployment. A business can set up basic systems in just a few days. More complex setups with custom integrations may take several weeks to configure and launch successfully.
### Why is CRM integration important for contact center software?
CRM integration gives agents a complete customer profile during interactions. This context helps them provide personalized and efficient support. It connects sales, marketing, and service data, which improves the overall customer experience and supports better business decisions.
### Can small businesses benefit from this software?
Yes, absolutely. Many providers offer scalable plans designed for small businesses. A multichannel contact center helps small teams manage customer inquiries efficiently, improve service quality, and present a professional image as they grow their operations.
See Also
Your Complete Guide to Seamless Omnichannel Call Center Software Solutions
Evaluating the Best Contact Center Solutions: An In-Depth 2024 Review
Unveiling the Premier Cloud Contact Center Services: Our 2024 Reviews
Discover the Top 10 Customer Service Software Platforms for 2024
Mastering Omnichannel: 10 Essential Steps for Contact Center Implementation
