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).
Comcast Business
The Comcast Business app helps users manage services, monitor network performance, receive updates, and access support for business continuity and efficiency.
menetalk
Menetalk is a cloud-based business phone system that enables teams to make calls quickly and communicate from any location.
interface.ai
interface.ai provides AI solutions for community banks and credit unions, enabling automated assistance across various channels to enhance customer service and compliance.
Alvaria
Alvaria is a contact center and workforce optimization platform that enhances customer interactions and operational efficiency across various channels.
Thulium
Thulium is a mobile app for managing customer service inquiries, allowing agents to respond, access client information, and manage tickets remotely.
Thirdlane
Thirdlane Connect is a communication app for teams, offering chat, voice, video calls, screen sharing, and CRM integration on various devices.
Upcall
Upcall is a platform that connects businesses with U.S. sales professionals for on-demand phone calls to engage and convert leads into opportunities.
VirtualPBX
VirtualPBX is a cloud-based phone system that streamlines business communication with features like call recording, routing, and analytics.
Ozonetel CloudAgent
Ozonetel CloudAgent is a cloud-based contact center platform that integrates multiple communication channels for efficient customer interactions.
Goldfish.ie
Goldfish.ie offers cloud-based VoIP telecom services for businesses, providing features like call management and integration with Zoho CRM for improved communication.
calldesk
Calldesk automates inbound calls for contact centers using AI voice agents to improve customer service and reduce costs, freeing agents for more complex tasks.
Knowlarity
Knowlarity is a cloud-based communication platform that enhances business interactions and customer service through integrated telephony and multi-channel capabilities.
virtualQ
virtualQ offers an intelligent waiting and callback service that optimizes customer flow and enhances waiting experiences for businesses in the service sector.
Collab
Collab offers cloud-based contact center services to facilitate communication and engagement for businesses, supporting both automation and human interaction.
Parlance
Parlance uses conversational AI to enhance phone communication for businesses, allowing users to connect easily and naturally while providing managed services for success.
Channels
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.
CommandLInk
CommandLink provides a cloud-based platform for managing SD-WAN, security, and communication services with integrated support and monitoring.
ISI Analytics
ISI Analytics offers insights into call queue performance for Cisco, Webex, and Microsoft Teams, enabling management of call handling and customer experience.
QueueMetrics
QueueMetrics monitors call center performance, tracking metrics like agent productivity and call statistics while supporting Asterisk PBX integration.
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[24]7.ai
The 24/7.ai app uses AI to automate customer support, improving response times and efficiency while enhancing overall customer satisfaction.
Cordless
Cordless is a cloud-based call center for customer support, providing conversation transcriptions, sentiment analysis, and CRM integrations for insights and training.
Tenfold
Tenfold is a SaaS CTI solution that integrates telephony with CRM, automating call logging and improving customer service workflows for support agents.
Zingtree
Zingtree is an AI platform that automates customer support workflows and decision trees, helping B2C enterprises streamline processes and enhance customer service.
Aheeva
Aheeva is a contact center management software that offers call distribution, monitoring, and reporting features accessible via the internet.
SynXis Voice Agent
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.
NUACOM
NUACOM is a hosted phone system for businesses, providing features like call management, IVR, call recording, and analytics to enhance communication and customer support.
AuditCall
AuditCall offers call analytics, tracking, and management solutions, helping businesses optimize marketing and improve customer communication.
Sarv.com
Sarv.com is a cloud telephony service that provides communication solutions for businesses through APIs and a unified platform since 2011.
DialLink
DialLink is a cloud-based phone system for SMBs and startups, enabling centralized communication, automation of tasks, and integration with business tools.
Quvu
Quvu is a cloud-based contact center management tool that enables analysis of statistics, queues, and agent activity using existing hardware.
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.
Gradwell Wave
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.
Hoiio
The Hoiio app offers cloud-based communication solutions for businesses, enabling easy setup and management of communication systems, along with APIs for developers.
IVR GURU
IVR GURU is a cloud-based IVR service that streamlines call management, routing calls efficiently, and enabling self-service options for enhanced customer support.
MCube
MCube is a cloud telephony app that enhances call center operations with features like IVRS, autodialer, and virtual PBX for improved customer communication.
Worktual
Worktual is a secure platform that combines cloud communications and AI automation to enhance team collaboration and customer engagement for modern businesses.
Reecall
Reecall is an AI tool that automates 60% of incoming requests, managing calls 24/7 to enhance productivity and improve customer support efficiency.
PromptVoice
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.
Courtesy Connection
Courtesy Connection is a user-friendly answering service software for property management, offering call routing, voicemail transcription, and customizable features.
Office24by7
Office24by7 offers automation tools for communication, marketing, and sales, helping businesses improve efficiency and manage operations effectively.
NovelVox
NovelVox enhances contact center operations by integrating customer interactions across multiple channels and providing AI tools for improved service and agent efficiency.
CommBox
CommBox is an AI-powered platform for managing customer interactions across multiple channels, optimizing support and sales operations with automation and analytics.
UJET
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.
Whistlehub
Whistlehub is an anonymous communication tool for organizations to report and manage issues like fraud, bullying, and harassment.
plan.com
The plan.com app connects businesses with customers and suppliers, offering a comprehensive platform to manage mobile communications across devices and networks.
Geomant
Geomant provides software solutions for optimizing contact center operations, enhancing agent productivity, and improving customer interactions with intuitive tools and analytics.
FoneBox
FoneBox is an app that integrates various communication channels, automates processes with AI, and enhances customer support and insights within business operations.
Edify
Edify is a global communications platform that combines contact center, unified communications, and APIs in a single no-code system for organizations.
Dexem
Dexem is a SaaS app that helps businesses manage calls by tracking call origins, automating routing, and managing incoming and outgoing calls.
Colt
The Colt app provides access to Colt's digital infrastructure services, enabling users to manage connections and resources across various global locations.
SaleSquared
SaleSquared offers communication solutions using Voice, VOIP, AI, Chatbots, and SMS for enterprise sales and support teams to manage calls effectively.
SparkTG
SparkTG is a cloud-based contact center solution that improves business communication with features like call routing, analytics, and 24/7 support.
Klearcom
Klearcom is a real-time testing platform for customer call paths, focusing on IVR systems to ensure efficient communication in contact centers.
Acqueon
Acqueon is an AI-driven platform that automates outbound communications to improve revenue and customer engagement for B2C enterprises.
Fusion Connect
Fusion Connect offers cloud communication solutions including managed connectivity, UCaaS, CCaaS, SD-WAN, and security, focusing on customer-specific needs and support.
3CLogic
3CLogic is a cloud contact center app that enhances customer and employee interactions using AI, streamlining workflows across various business functions.
Daktela
Daktela is a unified communications app for managing customer interactions via voice, email, chat, SMS, and social media, enhancing operational efficiency and support.
Glia
Glia is a platform that integrates voice, digital, and AI for enhanced customer service across various communication channels, improving business interactions and insights.
ContactWise
ContactWise is a cloud-based app for managing contacts, improving communication efficiency, and organizing contact information across various platforms.
Teloz
Teloz is an AI-powered cloud contact center app that enhances communication through advanced call management and seamless integration across multiple channels.
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