A cloud contact center software comparison guide: What’s easiest to use?

You’ll typically hear these solutions referred to as CCaaS, or Contact Center as a Service.

They may sound similar, but yes, there is a difference! Omnichannel refers to when contact center solutions can share information and contextual data between different channels (like emails, phone calls, live chat, and so on), whereas multichannel is a little more limited. Multichannel solutions may let your agents communicate through different channels, but it doesn’t mean that all those conversations are automatically synced between those channels like they are in omnichannel solutions. Bottom line: Omnichannel is the way to go.

Call recordings are essential for agent training and development, but they are even more effective when used together with automated transcripts, which allow supervisors to pinpoint key questions and problem areas more quickly.

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See how Rently transformed its contact center’s communications with customers, and maintains an impressive CSAT score of over 4.5.

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See how EF Education First (with over 10,000 employees!) can set up a new cloud contact center—in just 10 minutes.

Trying to gauge price as a starting point with contact center solutions can be tricky. Why? Well, it’s often difficult to use as a true point of comparison because vendors change their packages—and what's included in those packages—all the time. That means they can slap whatever $ amount they want on a package simply by removing or adding certain features. Also, most vendors don't quote exact prices on their websites, or include only the cheapest configurations (which are often unrealistic). Your best bet is to actually try a couple or get some product demos to get a better feel for these solutions, and ask for a quote at the same time.

Grab the Contact Center RFP Checklist, which breaks down the 31 top considerations to be aware of as you're vetting different solutions and providers.

Yes, it’s possible. We’ll show you how here.

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When you’re looking at integrations, don’t treat them like something to just check off a list. Every integration is built differently. For example, Dialpad’s integration with Salesforce is very smooth—and also works on the mobile app—this is not common and definitely not something that automatically exists in, say, Five9’s integration with Salesforce or Talkdesk’s integration with Salesforce. Pay attention to this during POCs and product demos!