Top 10 Call Center software

Important news about Call Center software

2024. Genesys and NICE lead the contact center market according to Gartner



In the latest report "2024 Gartner Magic Quadrant for Contact Center as a Service", Genesys and NICE have been positioned the highest in Ability to Execute. The main contenders - are Five9, Amazon (with its Amazon Connect), Cisco (with its Cisco Contact Center) and Talkdesk. Analysts expect companies catering to the artificial intelligence market to lead the charge for this sector listings, amid heightened expectations of multi-fold growth over the next few years as corporates increasingly find more generative AI use cases. Genesys also credits its leader recognition to its Genesys Cloud experience orchestration platform and advanced native AI. Genesys now positions itself as an AI-driven developer of call center software and states that accelerated customer adoption of standalone AI products contributed to more than 10% of the bookings of its cloud business during the first half of the fiscal year.


2023. Zenarate, an AI-powered agent coaching platform, raises $15M



In the vast, often bewildering expanse of AI technology, Zenarate has emerged with $15 million worth of funding and the audacious idea that if you’re going to prepare agents for the perilous universe of customer interactions, you might as well simulate it properly. Imagine a "flight simulator" for the uncharted skies of sales and service conversations—except instead of turbulence and tailspins, agents navigate the unpredictable air currents of client chatter, screen simulations, and the occasional double chat deluge. Zenarate’s AWS-hosted marvel, guided by an AI coach of unfathomable politeness, provides immediate, algorithmically astute feedback on everything from one’s soothing vocal tones to the delicate art of name-dropping. Agents can then marvel at their scorecards, which may or may not confirm their aptitude for navigating multiple conversations while casually transitioning from service mode to full-throttle sales, and all without crashing and burning in a blaze of conversational mishaps.

2023. Parloa raises $21M to add a little automation to contact centers



In the swirling cosmos of business investments, where the gravitational pull of venture capital eagerly chases the shimmering promises of labor-saving technologies, several call center automation startups—names like Invoca, Replicant, PolyAI, and Observe.ai—have recently managed to attract rather impressive planetary-sized sums of money. The whole scene seems to suggest a distinctly enthusiastic outlook for any clever contraption that can prevent humans from endlessly repeating, "Your call is important to us." Not one to miss out on the galactic fundraising boom, Parloa, a German-based enterprise software provider, has triumphantly navigated the asteroid belt of investor scrutiny to land €20M in a Series A round. With conversational AI wizardry and low-code hocus pocus, Parloa is helping companies alleviate the trials and tribulations of their contact center staff, assembling drag-and-drop automation flows with a flick of the metaphorical wand. For example, it can weave Microsoft Cognitive Services speech-to-text magic into its language models, conjuring up a voice-driven phone dialogue tree that would make any customer slightly less inclined to shout at their handset.


2022. PolyAI lands $40M to handle contact center calls automatically



Numerous tech giants and startups have tackled the automated call handling issue, from Google (and Google’s Area 120 incubator), Microsoft and Amazon to Got It AI, Replicant and Tenyx. Now, a newer startup named PolyAI asserts that it is addressing the problem more effectively — and has raised $40 million. A notable advantage of these AI systems is their ability to facilitate more open-ended and “intelligent” conversations. Instead of relying solely on keywords and decision tree-style flows, PolyAI can somewhat understand the context of an inquiry and respond accordingly. Additionally, PolyAI is capable of performing many tasks that a customer service representative can, including processing payment information, as well as names, addresses and account numbers (e.g., for health insurance).


2022. Call center automation software vendor Replicant raises $78M



Imagine, if you will, a universe where call centers are populated not by exhausted humans, but by an entity known as Replicant. This isn’t just any automated voice, mind you, but one that has successfully charmed investors to the tune of $78 million in Series B funding. The goal? To seamlessly slip into the bureaucratic ecosystems of CRMs and legacy systems, identifying callers not merely by the timbre of their exasperation but by deftly referencing order histories and prior conversational attempts. Not only does Replicant capture and transcribe these interactions for posterity (and possibly intergalactic archiving), but — much like certain rivals in the cosmic race of service automation — it boldly communicates through SMS and web portals as well as the traditional voice channels, ready to meet humans on their journey through the labyrinthine call flow.


2022. Contact center analytics firm Loris raises $12M



In the grand, bewildering scheme of modern business—where "customer service" is often just a polite term for prolonged waiting and mild existential despair—a rather clever company called Loris has swooped in with $12 million from a Series A round, all to fix this cosmic mess. Rather than the usual sort of AI that chirps mindless platitudes at customers, Loris is designed to guide customer service reps themselves, offering mystical tools like de-escalation techniques and finely tuned language suggestions to help navigate humanity’s most awkward conversations. The software gathers intricate data by harnessing the ever-elusive “customer sentiment” in real-time, presenting businesses with precious insights that could actually make a difference—like deciding who, in the grand future scheme of the universe, will come out as victors or sad, forgotten relics based on, yes, their customer service.


2022. SaaS Labs raises $42 million for its AI-based call quality monitoring platform



SaaS Labs, which develops the automation platform JustCall that caters to sales and support teams at small and medium-sized businesses, has secured $42 million in funding. Over the past six years, SaaS Labs has been creating AI-powered tools that are “equally powerful” to equip sales and support teams at smaller companies. These solutions are no-code, eliminating the need for an IT team to implement them. JustCall, which has a database of over 100 million calls to analyze, utilizes machine learning to evaluate the quality of calls and whether the playbook or workflow is being adhered to. This allows managers to focus only on the calls that have been poorly rated instead of having to go through each one.


2021. Zoom, Five9 Scrap $14.7 Billion Deal as Investors Vote No



In a universe slightly more perplexing than usual, *Zoom Video Communications Inc. and Five9 Inc.* found themselves parting ways on what was once a $14.7 billion stroll toward merger bliss. Alas, Zoom’s stock decided to emulate a misguided Vogon constructor fleet, plummeting in value and chopping nearly a third off the deal’s worth. Unsurprisingly, Five9’s shareholders collectively said, “No, thanks.” Zoom, eager to bulk up its wildly popular videoconferencing app against intergalactic-level competition, had aimed to acquire Five9—a San Ramon, California-based wizard of cloud software that deftly wrangles artificial intelligence to help companies converse with their customers across languages, devices, and possibly dimensions. Five9, with clients like Under Armour, Citrix, Athena Health, and Lululemon, now resumes its solo orbit, leaving Zoom to ponder life, mergers, and everything.


2021. AI-powered contact centre Skit raises $23M



Bengaluru-based artificial intelligence SaaS voice automation company Skit has completed a $23 million Series B funding round. Skit has created its AI-driven voice automation platform VIVA, which stands for Vernacular Intelligent Voice Assistant, allowing companies to automate up to 90% of their call center operations using Natural Language Understanding (NLU) technology. Call centers typically involve high expenses and high turnover rates and for end-users, traditional interactive voice responses (IVRs) and long wait times are frustrating. Customers face longer-than-average wait times, call disconnections, complex IVR menus and frequent agent handoffs, which heighten their dissatisfaction. With over 10 million hours of training data, Skit’s VIVA mimics human-like conversations, comprehends the speaker’s intent and can interpret other distinct speech traits to facilitate more effective query resolutions.


2021. Talkdesk raises $230M for smart contact centers



Talkdesk, a provider of cloud-based contact center solutions, announced $230 million in fresh Series D financing. Talkdesk leverages artificial intelligence and machine learning to enhance customer service for midmarket and enterprise organizations. It serves over 1,800 businesses as clients, including IBM, Acxiom, Trivago and Fujitsu. This year, the company introduced new features, including Talkdesk Workspace, a customizable interface for contact center teams and Talkdesk Builder, a suite of tools for customization across workspaces, routing, reporting and integrations. It also rolled out contact center tools tailored specifically for financial services and healthcare organizations, along with what it claims to be the “industry’s first human-in-the-loop tool for contact centers, further lowering the barrier to adopting artificial intelligence solutions.”