Page 3 - Top Call Center Infrastructure (CCI) Software

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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Fusion Connect

fusionconnect.com

Fusion Connect offers cloud communication solutions including managed connectivity, UCaaS, CCaaS, SD-WAN, and security, focusing on customer-specific needs and support.

3CLogic

3clogic.com

3CLogic is a cloud contact center app that enhances customer and employee interactions using AI, streamlining workflows across various business functions.

Daktela

daktela.com

Daktela is a unified communications app for managing customer interactions via voice, email, chat, SMS, and social media, enhancing operational efficiency and support.

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.

Lumen

lumen.com

Lumen app provides a cloud contact center for scalable customer support, call management, and omnichannel routing to enhance business communication.

Puzzel

puzzel.com

Puzzel is a cloud-based customer experience platform that streamlines interactions across multiple channels, enhancing service delivery for contact centers.

intalk.io

intalk.io

intalk.io is a customer interaction platform that enhances communication through quality monitoring and personalized service, improving customer satisfaction and loyalty.

NovelVox

novelvox.com

NovelVox enhances contact center operations by integrating customer interactions across multiple channels and providing AI tools for improved service and agent efficiency.

[24]7.ai

247.ai

The 24/7.ai app uses AI to automate customer support, improving response times and efficiency while enhancing overall customer satisfaction.

Gridspace

gridspace.com

Gridspace provides AI technology for speech and language understanding, focusing on voice tools for contact centers.