Best AI Call Center Software in 2024
Prashanth Kancherla
Jul 29, 2024 | 9 mins read
Looking for the best AI call center software? You’re in the right place. It’s no secret that AI is changing how businesses talk to their customers. But with so many options out there, finding the right one can be tricky.
Don’t worry, though – we’ve got you covered. In this article, we’ll break down the top AI call center tools. Whether you’re running a small business or managing a big customer service team, we’ll help you find software that makes your life easier and your customers happier. Let’s get started!
Customer Lifetime Value Meaning
Customer Lifetime Value (CLV) measures the total profit your company can expect to generate from an average customer throughout their entire relationship with you.
Looking for the best AI call center software? You’re in the right place. It’s no secret that AI is changing how businesses talk to their customers. But with so many options out there, finding the right one can be tricky.
Don’t worry, though – we’ve got you covered. In this article, we’ll break down the top AI call center tools. Whether you’re running a small business or managing a big customer service team, we’ll help you find software that makes your life easier and your customers happier. Let’s get started!
Overview of the Top 11 Call Centre Software
Before we get into the details of each software, here is an overview of the 11 best AI call center software options:
| S.No | Provider Name | Best For | Key Features |
|---|---|---|---|
| 1 | Ozonetel | SMBs as well as Enterprises | AI-driven analytics, omnichannel support, CRM integration |
| 2 | Knowmax | Knowledge management | AI-powered knowledge base, decision trees, real-time assistance |
| 3 | Dialpad | Unified communications | Voice AI, real-time transcriptions, seamless integrations with productivity tools |
| 4 | Talkdesk | Customer service and sales teams | AI-enhanced, omnichannel support, robust analytics, customizable workflows |
| 5 | Cloudtalk | Sales teams | AI-powered call routing, analytics, integration with CRM and helpdesk tools |
| 6 | Zoho Desk | Customer support | AI-driven ticketing system, multichannel support, workflow automation |
| 7 | Freshdesk | Multichannel customer support | AI-powered chatbots, ticketing automation, CRM integration |
| 8 | Zendesk | Comprehensive customer service | AI-driven insights, omnichannel support, advanced analytics |
| 9 | Sprinklr | Large enterprises | AI-powered customer engagement, social media integration, workflow automation |
| 10 | Five9 | Enterprise contact centers | AI-driven insights, predictive dialing, workforce optimization |
| 11 | Nextiva | Unified business communication | AI-powered call routing, CRM integration, advanced call analytics |
Role of AI in modern call centers
AI-powered tools have revolutionized every aspect of call center management, from customer interactions to agent performance and resource allocation. At the forefront of this transformation are automated customer service solutions, such as chatbots and virtual assistants. These AI-driven systems handle routine inquiries around the clock, allowing human agents to focus on more complex issues that require empathy and nuanced problem-solving.
Alongside this, AI’s capabilities in speech recognition and sentiment analysis have enabled call centers to gain deeper insights into customer interactions. By transcribing and analyzing conversations in real-time, businesses can better understand customer needs, preferences, and pain points, leading to more personalized and effective service.
Furthermore, AI has significantly enhanced call center operations through predictive analytics and performance monitoring. By analyzing historical data and current trends, AI algorithms can forecast call volumes, enabling managers to optimize staffing and resources.
Impact of AI on call center operations
AI has significantly enhanced efficiency and productivity across various aspects of call center management, from customer interactions to strategic decision-making. One of the most notable changes is in customer service delivery.
AI-powered chatbots and virtual assistants now handle a large volume of routine inquiries, providing instant, 24/7 support. This not only improves customer satisfaction by reducing wait times but also allows human agents to focus on more complex issues that require empathy and critical thinking.
Beyond customer interactions, AI has revolutionized internal processes within call centers. Predictive analytics help in forecasting call volumes and optimizing staffing levels, leading to more efficient resource allocation. AI-driven quality management tools provide real-time feedback to agents, enhancing their performance and ensuring consistency in service quality.
11 Best AI Call Center Software
AI call center software enhances customer service and operational efficiency by utilizing advanced technologies like machine learning, natural language processing, and predictive analytics.
These tools streamline interactions, provide real-time insights, and improve customer satisfaction. Here are the 11 best AI call center software options:
1.Ozonetel
Ozonetel is a comprehensive cloud-based contact center solution suitable for businesses of all sizes. It offers advanced AI-based analytics, user-friendly interfaces, and seamless CRM integrations. Ozonetel’s CloudAgent platform is known for its quick deployment and flexibility, supporting hybrid, pure cloud, and private cloud options.
Key Features:
- Inbound and outbound call management
- AI-based omnichannel platform
- Intelligent monitoring with 40+ live monitoring & historical reports
- Seamless CRM integration
- Disaster recovery & business continuity support
- Mobile app for remote work
- Automated Quality Audits
- Conversational Intelligence
- Voice of Customer
- Chatbot & Voice bot
Pricing:
- Contact sales team for pricing information
Rating:
Review:
- “API integration and implementation with CRM is very swift and has 99.9% error-free information flow.”
2.Knowmax
Knowmax is a CX-first knowledge management system that creates a single source of truth for organizational knowledge. It uses AI to boost agent productivity and improve customer experience by offering actionable knowledge through next-best actions, visual guides, articles, and FAQs across various touchpoints.
Key Features:
- AI-powered knowledge base with interactive question answering
- DIY cognitive decision trees for SOP adherence
- Micro-segmented analytics for knowledge base health tracking
- AI-driven content migration and creation
- AI-powered language translation
- Ask AI feature for precise answers with exact knowledge sources
Pricing:
- Contact [email protected] for pricing information
Rating:
Review:
- “Variety of features for our different needs, making the knowledge management super effective & user-friendly for consumption like Ticklers, Broadcast, DT, Articles, Quizzes, FAQs, Picture guides etc.”
3.Dialpad
Dialpad AI is an AI-powered call center software that offers features for both agents and customers. It provides real-time transcription, post-call summaries, and acts as a virtual speech coach for agents. The system uses machine learning to continuously improve its accuracy and efficiency.
Key Features:
- Real-time transcription and post-call summaries
- AI Agent Assist for relevant information retrieval
- Automated quality assurance with scorecards
- Integrated workforce management solution
- Built-in analytics and integrations
Pricing:
- Essentials: $80 user/month (billed annually)
- Advanced: $115 user/month (billed annually)
- Premium: $150 user/month (billed annually)
Rating:
Review:
- “What I love the most about this application is its AI integration. It takes every highlight from the call and creates a to-do list for me and also provides insights on what can be better.”
4.Talkdesk
Talkdesk leverages AI to create a faster, more efficient, and frictionless customer experience. Its CX Cloud and Industry Experience Clouds are infused with generative AI, enhancing customer self-service and empowering agents. Talkdesk offers solutions for interaction analytics and agent assistance.
Key Features:
- Generative AI for automated customer self-service
- Interaction Analytics for trend and sentiment analysis
- Agent Assist for real-time automated answers and recommendations
- Unified platform for contact center and workforce engagement
Pricing:
- CX Cloud Essentials: $75 per user/month
- CX Cloud Elevate: $95 per user/month
- CX Cloud Elite: $125 per user/month
Rating:
Review:
- “The studio flow builder is a great tool and has been able to meet the vast majority of our needs for call routing based on data dip lookups from our CRM and ticketing (Salesforce.com).”
5.Cloudtalk
CloudTalk’s AI enhances customer interactions by automating repetitive tasks, predicting user behavior, and providing valuable insights to agents. It offers comprehensive data collection from every interaction, enabling accurate customer profiling and anticipation of user needs.
Key Features:
- AI-powered insights and call summarization
- Real-time recommendations for objection handling
- Automated repetitive task management
- 3-way calling and skill-based routing
- VIP Queues
Pricing:
- Starter: $25/user/month (billed annually)
- Essential: $30/user/month (billed annually)
- Expert: $50/user/month (billed annually)
- Custom: Contact sales for tailored pricing
Rating:
Review:
- “One of the things I like most about CloudTalk is the amount of data analytics available. It helps us look at trends and statistics to help us do better call campaigns for a better ROI.”
6.Zoho Desk
Zoho Desk features Zia, a contextual AI assistant that improves customer interactions and streamlines support processes. Zia operates as a chatbot on mobile apps and websites, providing direct customer support. It can gauge customer sentiment and monitor team performance, enabling proactive issue handling.
Key Features:
- AI-powered chatbot for customer queries
- Sentiment analysis for personalized responses
- Proactive issue detection and alerts
- Customizable AI training through Skill Builder
- Automated service level maintenance and escalation
Pricing:
- Standard: $14/user/month (billed annually)
- Professional: $23/user/month (billed annually)
- Enterprise: $40/user/month (billed annually)
Rating:
Review:
- “Zoho Desk is highly appreciated for several key features that make it a popular choice for customer support and help desk management.”
7.Freshdesk
Freshdesk’s Freddy AI is an intuitive artificial intelligence solution that provides efficient customer assistance through chat and email. It uses machine learning to streamline customer service processes and includes generative AI capabilities for identifying customer queries and recommending relevant solutions.
Key Features:
- Automatic ticket field suggestions
- Generative AI for query identification and solution recommendation
- Canned responses and gratitude detector
- Social listening with “Social Signals” function
- 24/7 support and faster response times
Pricing:
- Growth: $15/user/month (billed annually)
- Pro: $49/user/month (billed annually)
- Enterprise: $79/user/month (billed annually)
Rating:
Review:
- “Freshdesk has delivered a tremendous amount of functionality and features with a small price tag.”
8.Zendesk
Zendesk AI is integrated throughout the Zendesk platform, utilizing insights from customer-service interactions to improve various aspects of the service experience. It offers two levels of AI functionality to address diverse business needs, ensuring flexibility and scalability in implementing AI-driven enhancements.
Key Features:
- Advanced bots and intelligent triage
- Intelligent insights and suggestions for agents
- Macro suggestions for admins
- AI-powered ticket summaries and solution suggestions
- Optimization of the entire customer service journey
Pricing:
- Team: $19 per agent/month
- Professional: $55 per agent/month
- Enterprise: $115 per agent/month (All plans billed annually)
Rating:
Review:
- “I really like how Zendesk Support Suite has everything you need to handle customer service smoothly. It lets you manage customer questions from email.”
9.Sprinklr
Sprinklr Service is an AI-powered call center software suitable for companies of all sizes. It streamlines inbound and outbound calls, reducing contact volume and enhancing the overall customer experience. Sprinklr Service is known for reducing Average Handle Time (AHT) through real-time assistance and personalized customer support.
Key Features:
- Conversational IVR with self-serve capabilities
- Unified agent desktop for all conversations
- AI-powered chatbots for complex scenario navigation
- AI-Driven Risk Detection for compliance
- Guided workflows and knowledge base integration
Pricing:
- Starting at $199/user/month
Rating:
Review:
- “Sprinklr is easy to use with multiple features that help us on a daily basis. We have incorporated all of our app stores, Social Media Accounts, BazaarVoice and Trustpilot.”
10.Five9
Five9 is a popular call center software designed to enhance customer service operations. It offers a comprehensive suite of tools for call management, routing, and outbound call campaign management. The platform ensures efficient internal call transfers and streamlines communication.
Key Features:
- Omnichannel contact handling
- Call tracking
- Auto dialer
- Call routing and management
- Outbound call campaign management
Pricing:
- Customized solutions (contact sales for pricing)
Rating:
Review:
- “Five9 is a wonderful contact center solution, with many options to build a customized solution rather than being forced into a complex, overpriced product.”
11.Nextiva
Nextiva provides a robust platform for businesses of all sizes, offering inbound, outbound, or blended contact center software alongside core internal communications. It’s known for its flexibility and seamless integration between internal users and frontline support agents.
Key Features:
- Advanced IVR and call routing
- Omnichannel functionality (email, web chat, SMS, social media)
- AI assistant and dynamic scripting
- Native process automation
- Proactive customer notifications
- High availability (zero downtime)
Pricing:
- Essential: $18.95/user/month
- Professional: $22.95/user/month
- Enterprise: $32.95/user/month
Rating:
Review:
- “Customer Service is great! And the set-up is so easy and they walk you through instead of handing you a guide.”
Choosing the Right AI Call Center Software
Selecting the ideal AI call center software for your business can significantly enhance customer service quality and operational efficiency. However, as technology continues to evolve, it’s important to identify the key features that align with your organization’s needs and goals. So, let’s explore the essential factors to consider when choosing an AI-powered call center solution.
- Intelligent chatbots: A robust chatbot system can provide 24/7 support, handle multiple languages, and assist with simple queries. This not only improves customer satisfaction but also helps your team scale without adding headcount.
- Intent, sentiment, and language detection: Look for software that can accurately identify a customer’s dialect, understand their needs, and assess their mood. This capability enables agents to prioritize and handle tickets more effectively, leading to improved customer experiences. For instance, the system should be able to recognize when a customer is frustrated about a late or damaged order, allowing agents to respond appropriately.
- Smart routing and triage: Look for software that can detect incoming request types, automate workflows, and assign tickets to the most qualified agents based on factors like language, intent, and agent skills. This ensures faster resolution times and more efficient use of your team’s expertise.
- AI-driven reporting and insights: Choose software that offers sentiment analysis, agent performance metrics, and automated reporting. These insights can help you make data-driven decisions and identify opportunities for improvement across your customer service operations.
- Agent assistance features: Look for tools that provide context within the agent workspace, offer suggestions for next steps, and even help expand on agent replies. These features can significantly reduce resolution times and improve the quality of customer interactions.
Final thoughts
By choosing the right AI-powered solution, companies can significantly improve customer satisfaction, reduce operational costs, and gain valuable insights into their service performance. And as you decide on the AI call center software to deploy in your organization, consider Ozonetel’s comprehensive suite of AI-powered tools.
Ozonetel offers a robust platform that integrates seamlessly with your existing systems, providing advanced features like intelligent routing, sentiment analysis, and real-time agent assistance. With its user-friendly interface and quick
