The customer service industry is transforming thanks to artificial intelligence. By utilizing machine learning and natural language processing, AI-powered call center software can automate simple queries, offer self-service options, and provide real-time guidance to agents. Recent statistics indicate that the global AI call center market is expected to reach $4.1 billion by 2027, a significant increase from $800 million in 2019.
As customer expectations for efficient and personalized service continue to rise, businesses are finding AI call center solutions to be essential in boosting productivity, reducing costs, and enhancing customer satisfaction.
With the right software, companies can handle a higher volume of calls with fewer agents, reduce average handle times, and decrease abandonment rates. Additionally, agents are empowered to better assist customers by accessing relevant knowledge articles and receiving next-best-action recommendations in real time during calls.
How does AI improve call center operations?
AI improves call center operations by automating routine tasks, providing real-time analytics, enabling predictive customer service, and assisting agents with AI-powered tools for more efficient problem-solving and customer interaction.
| Best AI Call Center Software | Pricing (Starting from) |
|---|---|
| NICE CXone | $71 per month |
| RingCentral | $30 per month |
| Hyro AI | Customized Pricing |
| CloudTalk | $25 per month |
| Ozonetel | Customized Pricing |
| Nextiva | $25.95 per month |
| VoiceSpin | $40 per month |
NICE CXone
NICE CXone is a comprehensive cloud-based customer experience platform that transforms call center operations through the integration of AI-powered solutions. Its purpose is to enhance the experiences of both customers and agents by providing a unified platform for omnichannel routing, analytics, workforce engagement, automation, and artificial intelligence.
By utilizing NICE CXone, organizations can effectively manage customer interactions across multiple channels, such as voice, chat, email, and social media, thereby ensuring a seamless customer journey.
The platform’s AI capabilities encompass predictive behavioral routing, which matches customers with the most suitable agent, and conversational AI which facilitates self-service options and provides real-time assistance to agents.
NICE CXone’s analytics tools offer in-depth insights into customer interactions, enabling personalized service and proactive engagement strategies. Additionally, the workforce engagement features empower agents with self-improvement tools and optimize workforce management, resulting in increased efficiency and satisfaction.
NICE CXone’s automation and AI features are specifically designed to alleviate agents from mundane tasks, enabling them to focus on resolving complex customer issues. Furthermore, the platform’s scalability and flexibility make it suitable for businesses of all sizes, ensuring they can adapt to evolving customer needs and market dynamics.
NICE CXone Key Features:
- Omnichannel routing to connect customers across various channels such as phone, email, chat, SMS, and social media.
- Workspace optimization tools for scheduling, forecasting, and skills management.
- Conversational AI and chatbots for automated customer service.
- Analytics and reporting for customer journey insights.
- PCI compliance for secure payment processing.
- Open APIs (Application Programming Interface) and CRM (Customer Relationship Management) integrations.
- Journey orchestration to guide customers through a personalized experience.
NICE CXone Pricing:
| NICE CXone Plans | Price per month |
|---|---|
| Interactions Orchestration | |
| Digital Agent | $71 |
| Voice Agent | $94 |
| Omnichannel Agent | $110 |
| Orchestration, Optimization, and Analytics | |
| Essential Suite | $135 |
| Core Suite | $169 |
| Complete Suite | $209 |
RingCentral
RingCentral presents a cutting-edge cloud contact center solution that incorporates artificial intelligence capabilities to enhance the overall customer experience. Through its omnichannel routing feature, customers can seamlessly connect across more than 20 digital channels.
Additionally, the intelligent call routing, powered by AI, ensures that each customer inquiry is matched with the most qualified agent. RingCentral also offers real-time and historical analytics on all interactions, utilizing machine learning to provide actionable insights.
To further empower agents, RingCentral provides in-call whisper coaching on the next best actions. Moreover, the platform offers conversational IVR, chatbots, and other automation tools to facilitate swift self-service.
With a reliable uptime of 99.999% and robust security measures, RingCentral enables businesses to optimize their operations, enhance agent productivity, reduce costs, and deliver exceptional customer experiences across both digital and voice channels.
RingCentral Key Features:
- A comprehensive cloud-based communication solution.
- Unlimited calling within the US and Canada.
- Secure and reliable cloud phone system.
- Flexible pricing plans to suit business needs.
- Smooth integration with popular apps.
- Real-time analytics and reports.
- AI-driven call center capabilities.
- Global coverage and connectivity.
RingCentral Pricing:
| RingCentral Plans | Price per month |
|---|---|
| Core | $30 |
| Advanced | $35 |
| Ultra | $45 |
Hyro AI
Hyro AI is a cutting-edge company specializing in AI-powered call center automation. Their solutions are designed to enhance customer service and operational efficiency. By utilizing natural language processing (NLP) and voice recognition, their technology enables seamless conversational experiences that can handle various tasks such as scheduling, authentication, and form filling.
With the ability to automate up to 85% of calls, Hyro’s platform significantly reduces wait times and prevents customer churn, alleviating the strain on call centers.
One of the key advantages of Hyro’s system is its smooth integration with existing call center software from vendors like Twilio Flex, NICE inContact, Genesys, Five9, and Cisco. This versatility makes it an easily adaptable solution for businesses.
Additionally, Hyro’s platform offers scalability, catering to the needs of both large enterprises and smaller healthcare practices. Their AI assistants excel in managing appointment scheduling, prescription refills, and patient routing with a high level of accuracy, resulting in reduced operational costs and agent burnout.
Moreover, Hyro’s conversational AI platform stands out for its rapid deployment and minimal maintenance requirements, surpassing other solutions in terms of time to value. It eliminates the need for manual configuration of decision trees and expands the range of requests and topics it can handle.
By redirecting simple calls to SMS for self-service, Hyro ensures that complex inquiries are directed to the appropriate agents, ultimately improving the overall customer experience.
Hyro AI Key Features:
- AI-powered Assistants that can be deployed across call centers, websites, mobile apps, SMS, and more.
- Adaptive Communications allows Hyro to scrape data from multiple sources, map the into a knowledge graph, and add layers of Natural Language Processing (NLP).
- Real-time data and insights provision to teams improving the quality of responses, customer satisfaction, and organizational effectiveness.
- Ability to handle unlimited calls and messages while automatically collecting key business insights.
- Plug & play conversational AI and natural language automation.
Hyro AI Pricing
Hyro AI offers custom pricing options serving varying customer’s budgets, needs, and preferences.
CloudTalk
CloudTalk is an advanced call center software that operates on the cloud, aiming to improve customer experience and streamline communication processes for businesses of all sizes. It provides a wide range of features, totaling more than 70, which include cutting-edge AI-powered tools.
Moreover, it seamlessly integrates with popular CRMs and helpdesk platforms, effectively centralizing and processing all calling data. Notable AI-powered functionalities include intelligent call routing, interactive voice response (IVR), and conversational intelligence.
These features automate repetitive tasks such as call transcriptions and summaries, reducing the likelihood of human error. By utilizing CloudTalk’s real-time dashboard, businesses can monitor key metrics, gaining valuable insights into agent performance and customer interactions.
Furthermore, CloudTalk’s virtual call center software enables global operations without the need for physical hardware. This eliminates setup costs and allows agents to work from any location. With its comprehensive suite of solutions, CloudTalk is revolutionizing business communication by offering a reliable, flexible, and cost-effective cloud communication solution.
CloudTalk Key Features:
- Automated call distribution for intelligent routing.
- Interactive voice response system for self-service.
- Call recording for quality monitoring.
- Real-time analytics dashboard with insights.
- Outbound predictive dealer for high-volume calling.
- CRM integrations with popular platforms.
- Omnichannel support voice, chat, email, and SMS.
CloudTalk Pricing:
| CloudTalk Plans | Price per month |
|---|---|
| Starter | $25 per month |
| Essential | $30 per month |
| Expert | $50 per month |
Ozonetel
Ozonetel, a renowned global leader in cloud-based contact center solutions, has gained the trust of more than 2,500 companies worldwide. Their award-winning platform, powered by AI, revolutionizes the handling of customer interactions across multiple channels.
With a focus on enhancing sales and customer service, Ozonetel’s software offers a comprehensive range of features including call monitoring, interactive voice response (IVR), and auto-dialers. Moreover, it seamlessly integrates with popular CRM software like Hubspot and Salesforce, providing a holistic solution for businesses.
Ozonetel’s AI-powered call center software goes beyond the basics. It empowers businesses with an intuitive interface for building bots that can automate customer greetings and address frequently asked questions.
The AI intelligently directs conversations to human agents when needed, ensuring empathetic interactions. Real-time insights enable managers to supervise ongoing conversations, manage call queues, and track performance across all communication channels[1].
In addition to these capabilities, the software offers predictive, progressive, power, preview, and IVR dialers, significantly boosting productivity. It also provides automated callbacks, voice and chatbots, analytics and reports, and real-time speech analytics.
With its support for omnichannel operations, Ozonetel’s platform consolidates emails, voice calls, and other communication forms into a user-friendly interface, simplifying operations for businesses.
OzonetelKey Features:
- Omnichannel supports voice, email, live chat, SMS, WhatsApp, and Facebook all from a single interface.
- Offers Drag-and-Drop IVR builder with advanced capabilities.
- Skills-based routing to direct calls to the right agents.
- Speech analytics with call transcription and sentiment analysis.
- Predictive, progressive, and power auto dialers for outbound calls.
- Provides 100+ real-time reports on performance KPIs.
Ozonetel Pricing:
Ozonetel offers two different pricing tier models including CA LITE and CLOUDAGENT. Users need to contact the sales team to get pricing quotes available with Ozonetel.
Nextiva
Nextiva is a leading cloud-based unified communications platform designed to streamline business communications. The platform aims to provide an all-in-one solution for phone calls, video conferencing, team chat, contact center capabilities, and more.
Nextiva runs on a proprietary business communications operating system called NextOS which enables real-time communication and collaboration across devices. The platform can be accessed via desktop and mobile apps allowing remote teams to connect and work together smoothly.
The platform is designed to manage all customer communications and engagement in one place providing a truly unified view of the customer. It enhances the customer experience with sales and service tools, analytics, AI, and automation. Nextiva’s cloud phone system can save business owners up to 65% over its on-premises landline predecessors making it cost-effective for businesses of all sizes.
Nextiva Key Features:
- Nextiva’s VoIP Phone Service feature makes and receives calls over the internet with full PBX capabilities like auto attendants, call routing, voicemail transcription, and more.
- The video conferencing feature offers face-to-face meetings with screen sharing, annotations, and recording capabilities.
- Instant messaging, file sharing, presence indicators, and channels keep teams aligned.
- The contact center’s advanced call routing, interactive voice response (IVR), call whisper, real-time analytics, and more.
- CRM Integration offers Sync contacts and interactions between Nextiva and popular CRMs like Salesforce and Zoho.
- With the Mobile App feature of Nextiva, users can make calls, send texts, access voicemail, and see presence status from iOS and Android devices.
Nextiva Pricing:
| Nextiva Plans | Price per month |
|---|---|
| Essential | $25.95 per user |
| Professional | $30.95 per user |
| Enterprise | $40.95 per user |
VoiceSpin
VoiceSpin is a renowned Software-as-a-Service (SaaS) tool that presents a cloud-based contact center solution. Its primary objective is to facilitate seamless customer engagement for businesses across various channels.
This comprehensive platform encompasses a wide range of functionalities, including AI-powered auto-dialing, call routing, SMS messaging, and integration with over 50 business applications.
By leveraging VoiceSpin, businesses can streamline their sales and support workflows, thereby boosting overall productivity.
The platform places significant emphasis on outbound calling capabilities, empowering teams to efficiently reach out to a larger pool of potential leads. Additionally, it offers the option to obtain local phone numbers from over 160 countries, facilitating international expansion endeavors.
Furthermore, VoiceSpin provides advanced analytics, quality assurance, and compliance features, making it an adaptable tool for businesses seeking to enhance their communication strategies and elevate the customer experience.
VoiceSpin Key Features:
- AI-powered autodialer for efficient calling distribution.
- Live performance dashboards for real-time insights.
- Flexible APIs for smooth integration.
- Integrated with 50+ systems and services.
- Advanced analytics and reporting system.
- Dynamic speech analyzer for quality monitoring.
- Inbound call management features.
- SMS text messaging for wider outreach.
VoiceSpin Pricing:
| VoiceSpin Plans | Price per month |
|---|---|
| Basic | $40 per user |
| Advanced | $85 per user |