Call Center Infrastructure (CCI), also known as contact center infrastructure, refers to the tools and solutions necessary to establish and operate a call center. CCI software enables businesses to create efficient call or contact centers that facilitate communication with customers. Primarily utilized by customer-facing teams, CCI supports both inbound and outbound communications and includes functionalities for managing operations and back-office tasks such as workflow management, employee monitoring, and productivity measurement. Traditionally, CCI was designed for on-premises deployment, but advancements in cloud technology have enabled the development of cloud-based call centers. These solutions offer a comprehensive, cloud-hosted infrastructure with features like call routing, call recording and monitoring, automatic call distribution (ACD), and interactive voice response (IVR). Companies that provide local area network (LAN) services and VoIP solutions also offer software to establish the necessary network connectivity for contact centers. Depending on the provider and membership plan, CCI packages may include a variety of additional features, often integrating with CRM software. To be included in the Call Center Infrastructure (CCI) category, a product must: * Distribute incoming calls or manage phone number assignments for outbound centers. * Manage and store data related to calls, customers, and agents. * Provide a comprehensive infrastructure solution, including call management, placement, routing, recording, and analytics. * Enable managers to track and monitor calls. * Include essential features such as automatic call distribution, universal communications, interactive voice response, universal queue management, and computer telephony integration (CTI).
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Knowlarity
knowlarity.com
Knowlarity is a cloud-based communication platform that enhances business interactions and customer service through integrated telephony and multi-channel capabilities.
Gradwell Wave
gradwell.com
Gradwell Wave is a softphone app for businesses that allows voice calls over 3G, 4G, and WiFi, with features like HD audio, call waiting, and easy integration with contacts.
Collab
collab.com
Collab offers cloud-based contact center services to facilitate communication and engagement for businesses, supporting both automation and human interaction.
CallTower
calltower.com
CallTower provides cloud-based unified communications, contact center, and collaboration solutions to enhance business communication and customer interactions.
menetalk
menetalk.com
Menetalk is a cloud-based business phone system that enables teams to make calls quickly and communicate from any location.
Channels
channels.app
Channels is an app that enhances customer service by integrating with platforms to display key customer information during calls and offers features like IVR and call management.
ISI Analytics
isianalytics.com
ISI Analytics offers insights into call queue performance for Cisco, Webex, and Microsoft Teams, enabling management of call handling and customer experience.
Evolve IP
evolveip.net
Evolve IP is a cloud-based platform that integrates communication and productivity tools for remote work, offering services like voice, collaboration, and virtual desktops.
Readymode
readymode.com
Readymode is a hybrid-cloud call center software that connects agents with leads, featuring tools for dialing, CRM integration, and performance analytics.
Puzzel
puzzel.com
Puzzel is a cloud-based customer experience platform that streamlines interactions across multiple channels, enhancing service delivery for contact centers.
Glia
glia.com
Glia is a platform that integrates voice, digital, and AI for enhanced customer service across various communication channels, improving business interactions and insights.
Tenfold
tenfold.com
Tenfold is a SaaS CTI solution that integrates telephony with CRM, automating call logging and improving customer service workflows for support agents.
Quvu
quvu.co.uk
Quvu is a cloud-based contact center management tool that enables analysis of statistics, queues, and agent activity using existing hardware.
Hoiio
hoiio.com
The Hoiio app offers cloud-based communication solutions for businesses, enabling easy setup and management of communication systems, along with APIs for developers.
Bevatel
bevatel.com
Bevatel offers cloud-based call center services and customer support solutions to businesses in Saudi Arabia, focusing on quality and cost-efficiency.
Upcall
upcall.com
Upcall is a platform that connects businesses with U.S. sales professionals for on-demand phone calls to engage and convert leads into opportunities.
Sarv.com
sarv.com
Sarv.com is a cloud telephony service that provides communication solutions for businesses through APIs and a unified platform since 2011.
IVR GURU
ivrguru.com
IVR GURU is a cloud-based IVR service that streamlines call management, routing calls efficiently, and enabling self-service options for enhanced customer support.
CommBox
commbox.io
CommBox is an AI-powered platform for managing customer interactions across multiple channels, optimizing support and sales operations with automation and analytics.
Whistlehub
whistlehub.com
Whistlehub is an anonymous communication tool for organizations to report and manage issues like fraud, bullying, and harassment.
PromptVoice
promptvoice.com
PromptVoice is a cloud-based audio streaming service for MSPs and telecom resellers, offering professional recording solutions for prompts, in-queue, and on-hold audio.
DialLink
diallink.com
DialLink is a cloud-based phone system for SMBs and startups, enabling centralized communication, automation of tasks, and integration with business tools.
Courtesy Connection
courtesyconnection.com
Courtesy Connection is a user-friendly answering service software for property management, offering call routing, voicemail transcription, and customizable features.
Comstice
comstice.com
Comstice offers webphone, reporting, and wallboard solutions for contact centers, supporting technologies like Avaya, Cisco, and Amazon Connect globally across various industries.
Colt
colt.net
The Colt app provides access to Colt's digital infrastructure services, enabling users to manage connections and resources across various global locations.
calldesk
calldesk.ai
Calldesk automates inbound calls for contact centers using AI voice agents to improve customer service and reduce costs, freeing agents for more complex tasks.
Aheeva
aheeva.com
Aheeva is a contact center management software that offers call distribution, monitoring, and reporting features accessible via the internet.
SynXis Voice Agent
sabrehospitality.com
SynXis Voice Agent is a hotel call center solution that improves voice reservations by providing real-time data for efficient customer interactions and reservation management.
FluentStream
fluentstream.com
FluentStream is a cloud-based communication platform for small to medium businesses, facilitating team collaboration and customer interactions across devices.
C-Zentrix
c-zentrix.com
C-Zentrix is a customer experience and contact center solution that centralizes communication across channels, improving interaction management and customer satisfaction.
Comcast Business
business.comcast.com
The Comcast Business app helps users manage services, monitor network performance, receive updates, and access support for business continuity and efficiency.
Klearcom
klearcom.com
Klearcom is a real-time testing platform for customer call paths, focusing on IVR systems to ensure efficient communication in contact centers.
Diabolocom.ai
diabolocom.ai
Diabolocom.ai is a no-code SaaS platform that automates customer feedback analysis and processing using AI and NLP, integrated with CRM solutions like Zendesk.
Ozonetel CloudAgent
ozonetel.com
Ozonetel CloudAgent is a cloud-based contact center platform that integrates multiple communication channels for efficient customer interactions.
Cyara
cyara.com
Cyara is a platform for testing and monitoring customer interactions across digital and voice channels, ensuring efficient customer journeys and enhancing satisfaction.
AuditCall
auditcall.com
AuditCall offers call analytics, tracking, and management solutions, helping businesses optimize marketing and improve customer communication.
ContactWise
contactwise.io
ContactWise is a cloud-based app for managing contacts, improving communication efficiency, and organizing contact information across various platforms.
UJET
ujet.cx
UJET is a cloud-based contact center app that enhances customer service through AI-driven communication across voice and text channels, focusing on efficiency and user experience.
Teloz
teloz.com
Teloz is an AI-powered cloud contact center app that enhances communication through advanced call management and seamless integration across multiple channels.
Reecall
reecall.com
Reecall is an AI tool that automates 60% of incoming requests, managing calls 24/7 to enhance productivity and improve customer support efficiency.
plan.com
plan.com
The plan.com app connects businesses with customers and suppliers, offering a comprehensive platform to manage mobile communications across devices and networks.
Parlance
parlancecorp.com
Parlance uses conversational AI to enhance phone communication for businesses, allowing users to connect easily and naturally while providing managed services for success.
HoduSoft
hodusoft.com
HoduSoft provides communication software for businesses, featuring tools for call management, customer interactions, and integration with existing systems.
Geomant
geomant.com
Geomant provides software solutions for optimizing contact center operations, enhancing agent productivity, and improving customer interactions with intuitive tools and analytics.
FoneBox
frontstage.cc
FoneBox is an app that integrates various communication channels, automates processes with AI, and enhances customer support and insights within business operations.
Fonada
fonada.com
Fonada is a CPaaS that enables businesses to engage customers through automated calls and SMS for promotions and updates, enhancing communication and support.
Edify
edify.cx
Edify is a global communications platform that combines contact center, unified communications, and APIs in a single no-code system for organizations.
Dexem
dexem.com
Dexem is a SaaS app that helps businesses manage calls by tracking call origins, automating routing, and managing incoming and outgoing calls.
CommandLInk
commandlink.com
CommandLink provides a cloud-based platform for managing SD-WAN, security, and communication services with integrated support and monitoring.
Telebroad
telebroad.com
Telebroad offers cloud-based PBX phone systems for businesses, providing features like virtual numbers and call management to improve communication and customer service.
SaleSquared
salesquared.io
SaleSquared offers communication solutions using Voice, VOIP, AI, Chatbots, and SMS for enterprise sales and support teams to manage calls effectively.
Luware
luware.com
Luware provides cloud-based customer service solutions integrated with Microsoft Teams, featuring contact center functionalities and compliant recording.
Ecosmob
ecosmob.com
Ecosmob is an app for custom software development and VoIP solutions, offering tools for communication, web, and mobile applications across various industries.
brightfin
brightfin.com
brightfin offers telecom solutions integrated with ServiceNow to manage IT assets and expenses, featuring automated workflows and services like UEM and lifecycle management.
MCube
mcube.com
MCube is a cloud telephony app that enhances call center operations with features like IVRS, autodialer, and virtual PBX for improved customer communication.
Thulium
thulium.com
Thulium is a mobile app for managing customer service inquiries, allowing agents to respond, access client information, and manage tickets remotely.
SparkTG
sparktg.com
SparkTG is a cloud-based contact center solution that improves business communication with features like call routing, analytics, and 24/7 support.
QueueMetrics
queuemetrics.com
QueueMetrics monitors call center performance, tracking metrics like agent productivity and call statistics while supporting Asterisk PBX integration.
Office24by7
office24by7.com
Office24by7 offers automation tools for communication, marketing, and sales, helping businesses improve efficiency and manage operations effectively.
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