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The Top 10 Call Centre Software

There is a lot of good call centre software out in the

market. We are invited to a large number of product

vendor briefings.

At a recent briefing I was asked to pull together a list of

the companies that have most impressed me over the

past year.

So here is the list of our top 10 call centre software (in no

particular order).

Interactive Intelligence Customer Interaction Center, (CIC)

If you were to compare call centre software to cricket, then you would probably consider

Interactive Intelligence to be a very good all-rounder. Your mind would be drawn towards

Australia’s Adam Gilchrist, or if you start to show your age, Ian Botham.

Their Customer Interaction Center (CIC) is an all-in-one software-based application for the

contact centre combining the PBX/ACD communications platform with a wide range of call

centre applications. All of the applications are available ‘out of the box’ and it is just a case

of buying a licence to turn on the additional capability. The applications include quality

monitoring & reporting, IVR, outbound dialing, knowledge management, workforce

management (WFM), screen recording, agent scoring and multi-site routing.

Release details: CIC as a product was introduced to the UK market in 1997, while

Version 3.0 was released in April 2008.

Approx number of customers using this software in the UK : 100

Typical Customers : HM Customs and Revenue, the London Borough of Brent,

Raleigh UK.

Typical price for a 100-agent call centre solution : Between £150,000 and

£200,000, but that is largely dependent on the configuration of the solution.

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Genesys Intelligent Customer Front Door

Genesys call centre software is one of the most open call routing software packages that

integrates with most of the call centre communications systems.

The Intelligent Customer Front Door combines call routing with IVR functions to route

callers through to the best agent to handle that call.

The software can identify the caller based on CLI- or IVR-supplied information and uses

business rules to decide on how to deal with the caller. Routing decisions are then made

based on matching the most relevant and available resources, including self-service,

automatic call back and connection to the best agent to deal with the call.

The Gartner Dataquest Market Share report (published June 2008) shows that Genesys

had a word-wide contact centre market share of 10.6 per cent in 2007.

Release details: Genesys software has been around for many years but the new IVR

version of Intelligent Customer Front Door was introduced in August 2008.

Approx number of customers using this software in the UK: Unknown.

Typical customers : Ladbrokes, Scottish Power, Sky.

Typical price for 100-agent call centre solution: Genesys will not provide

pricing information, but my contacts indicate a ball park discounted figure of around

£150,000 (including professional services).


——————

Aspect Unified IP contact centre software

Aspect Unified IP is a session initiation protocol (SIP)–based software product that unites

automatic call distribution (ACD), predictive dialling, voice portal, internet contact, workflow

management, multichannel recording and quality management applications in a single

software platform.

Their Unified IP software

• provides agents with access to real-time information on customer history/preferences

• highlights up-sell and cross-sell opportunities

• makes administration faster and ‘moves and changes’ simpler

• creates more integrated services

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• makes it easier to connect remote agents, link multiple sites and connect to existing

telephony resources

In March 2008, Aspect and Microsoft announced an important strategic partnership – with

Microsoft making an equity investment in Aspect. Aspect is enhancing its Unified IP

software to interoperate with Microsoft’s platform for software-powered voice and unified

communications (including interoperability with Microsoft Office Communications Server

2007).

Release details: Aspect Unified IP v6.5.1 was launched in January 2008

Approx number of customers using this software in the UK: Globally,

there are 1,000+ Aspect Unified IP systems deployed worldwide. These serve around

200,000 agents in 34 countries. They could not provide a figure for the number of

customers in the UK.

Typical customers: Garlands Call Centres, iQor Recovery Services Ltd.

Typical price for a 100-agent call centre solution: Pricing information was not

available.


——————

Rostrvm Dialler

Rostrvm call centre software can turn a phone system into a complete contact handling

platform.

It has a wide range of call handling facilities, including: inbound contact (ACD), outbound

calling (predictive dialler), call and task blending, CTI and agent scripting.

Rostrvm is best know for its dialler functionality.

Rostrvm Solutions works closely with its customers– more than 80% of product

development is derived from ideas suggested by users. They also hold the UK patent

covering co-ordinated voice and data transfer in the call centre.

Release details: The dialler was introduced in 1986. The latest version is 7.1

Approx number of customers using this software in the UK: 30

Typical customers: EDF Energy, First Choice Holidays, and London Borough of

Wandsworth.

Typical price for a 100-agent call centre solution : £150,000


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Avaya Customer Service Editions

Avaya Customer Services Editions is a contact centre solution which combines software

and components from Avaya’s Contact Center portfolio.

It includes intelligent routing, contact management, self-service applications and operational

performance.

The Standard Edition includes skills-based data-directed routing, remote agents, premier

reporting, desktop integration, self service and outbound preview dialling. The Advanced

Edition enables execution of more sophisticated routing and any-media customer service

strategies. This edition includes all the capabilities of the Standard Edition plus an SIP-

based contact centre, predictive routing and resource selection algorithms, customisable

desktops with support for multi-media.

In the UK, according to MZA in 2007, Avaya has a 39% market share and holds the number

one position.

Approx number of customers using this software in the UK: There are

over 1,000 contact centres in the UK running Avaya software, the number using Customer

Services Editions is unknown.

Typical customers : Bank of Ireland, Capita Business Services (BBC), Homeserve.

Typical price for a 100-agent call centre solution: Approximate prices

(excluding professional services) are:

• Customer Service Standard Edition: $ 242,000

• Customer Service Advanced Edition: $ 320,000

——————

Storacall Perspective (Agent Evaluation Software)

Perspective is a real-time agent training and monitoring application.

Perspective is a software package designed to help trainers and supervisors to improve call

handling and customer service through Live support, monitoring and coaching of agents.

The software allows managers to assist their agents, monitor progress and improve training

whilst keeping total control of the applications and websites the agents can access.

It allows you to broadcast your screen to groups or individuals, blank screens and lock

keyboards to ensure you have your agents full attention during training sessions.

The software also allows call centre trainers to deliver targeted training to agents whilst they

are situated at their desks and enables you to deliver training quickly, easily and efficiently

whilst allowing agents to ask any questions discreetly.

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Release details: Perspective was introduced into the UK in July 2008

Approx number of customers using this software in the UK : 3 in the fist 3

months since release this summer.

Typical customers : Incomm, Probrand and Autonet

Typical price for a 100-agent call centre solution: £42,000 (including

professional services)

——————

Infinity Contact Manager

Infinity Contact Manager is a suite of contact centre software applications designed to

increase agent productivity and improve contact centre performance.

Infinity Contact Manager increases agent productivity through desktop scripting and

structured CRM, predictive dialling, CTI &multi-media, and improves contact centre

performance through quality assurance, agent timesheets and performance reporting.

What is impressive about Infinity Contact Manager is its scalability both in terms of number

of agents and application capability. Contact centres are able to deploy a single application

to meet a specific immediate issue, such as quality and compliance, or gain the benefits of

a fully integrated suite. Infinity Contact Manager will also scale from the smallest to the

largest contact centres. There are not many software solutions that you could recommend

for the smaller contact centre – such as for a Housing Association. To deal with smaller

contact centres they have also designed a “Contact Centre in a box“.

Release details: Infinity Contact Manager was first developed in 1998 when Infinity

CCS was part of Teleperformance. The current release Infinity (Contact Manager v3.6) was

made generally available in 2008 following management buy-out of Infinity CCS from

Teleperformance in 2007.

Approx number of customers using this software in the UK : 5

Typical customers : Teleperformance UK, Maia Consulting, The Funding Corporation.

Typical price for a 100-agent call centre solution: Owned & on-site – about

£1,000 per seat = £100k which can be depreciated over 36 months. Hosted solution –

about £80 per seat per month. However this is increased, significantly in some cases, by

the hosters call costs.


——————

SmartPoint (real time information display)





SmartPoint dashboards work alongside existing CRM systems to deliver relevant and timely

customer information from back-office systems directly to the contact centre agent’s

desktop.

For example, if a sales person is on the phone to a customer and preparing a quotation in

the sales system for a particular product, the software recognises this and immediately

delivers additional contextual information. This might include prices recently quoted to the

customer for this product, a data sheet, answers to any frequently asked questions and

perhaps other products that complement this product.

SmartPoint was ‘Highly Commended’ in the annual European Call Centre Awards in 2008.

Release details: SmartPoint was introduced into the UK in January 2007. The latest

version is SmartPoint (V.3.1.124).


Typical customers : City of London Corporation, Midwich (high tech distributor),Canterbury City Council.

Typical price for a 100-agent call centre solution : £60,000 – £75,000

——————

ciboodle (Process software)

In many contact centres one of the biggest targets for operational improvement and savings

is in the area of process driven software.

ciboodle specialises in CRM-type process flow applications.

The software provides a unified view of all customer interaction history across touchpoints

without the need to navigate multiple desktop applications. The software contains functions

such as collecting all of a customer’s previous communications in one place for the operator

to see, reminders to carry out previous promises to customers and live instant messaging

facilities.

In January 2008, ciboodle was estimated to account for 8% of the global market for process

-based CRM software.

Release details: ciboodle was introduced into the UK in September 2006


Typical customers : Friends Provident, ScottishPower, Severn Trent Water

Typical price for a 100-agent call centre solution : Pricing was not available

from ciboodle, but known to be pricey.

———————-





Other companies to look out for

While we were doing our research we asked a number of consultants who they thought

should be included in the list. We have covered quite a number of these companies,

but here are a number of other software solutions to watch out for:

• IP-based on-demand contact centres: OnState (by some of the founders of GeoTelthat is now Cisco ICM)

• Post-interaction customer satisfaction surveys with built-in recovery: Mindshare

• Text analytics with MI: Clarabridge

• Speech-Based IVR: Envox

• Online digital characters: CodeBaby

• Integrated recording/analytic /performance management/workforce management:

Nice, Verint

• Performance management / MI : Aim, Merced

• Speech analytics: Autonomy, Callminer, Nexidia and Aurix

• Voice/network/management information /Analytics: Cisco

• Text/integrated channels: Datasquirt

• Feedback: Fizzback; Budd for wocas/skyline hosted tools

• Web watching: Brandwave

• Agent effectiveness: Knowlagent used by many in US as front-line tool;

• Wikis and knowledge sharing: Socialtext – one of many

• Hosted call centre – Opex Hosting, Cosmocom, Telephonetics VIP

• Using management information to drive agent performance – Agent00 and IM

Creative

• Customer self service: Right Now, Kana, eGain, Intervoice

• CRM solutions: TPoint Solutions (Campaign Manager), Inisoft (Syntelate), Jacada

(Many thanks to Peter Massey, Bill Price and Paul Weald for their assistance in pulling

these details together.)

Other companies that have come onto our radar screen include – QPC Séntrel LMS &

Virtual Class 2.0 agent evaluation software, OpenSpan integration software, Alivox software

for language and accent identification, SpeechStorm Visual IVR and Nuance Voice

Biometrics.

But before throwing your hands in the air about our selection it is worth considering

that most of the software in our industry is of a very good quality. As Richard Snow of





Ventana Research recently put it, “There is no such thing as the best software, it is just

which software is most appropriate to your requirements.”

So who would you have on your top ten? Please add your thoughts in the comments box

below. (No advertising).

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Comments on: The Top 10 Call Centre Software

Avaya is the Best among all.

Posted by Swarn — 6 Nov 2008 @ 8:26 am

has anyone heard of ‘Touchstar’ – if so what do you think?

Posted by Farah — 6 Nov 2008 @ 4:39 pm

What about magnetic north! anyone using that in england?

Posted by Ben — 6 Nov 2008 @ 5:16 pm

[...] list of the Top Ten Call Centre Software vendors, produced by leading UK call centre

publication Call Centre Helper. Jonty Pearce, Editor of Call Centre Helper highlighted rostrvm

OutBound, a platform [...]

Posted by Rostrvm Dialler Honoured With Inclusion in Top Ten Call Centre Software Chart - pressemeldungen.at — 14 Nov 2008 @

5:13 am

ciboodle is a great product for any call centre. It is very scalable and extremely customisable.

Posted by scott — 14 Nov 2008 @ 9:54 pm

Hi

anyone know about the new outbound call centre where

1. customer recieves a call

2. An automated message is played to vustomer

3. customer is given an option to speak to an advisor

4. if customer want he can speak to advisor his choice, if not just hang up

if anyone know about the name of this software or any possible information please let me know

it will be much appreciated

Posted by parveen — 29 Nov 2008 @ 3:48 am

Eglue’s InterAct software solution is beginning to make some good traction in the UK.

(www.eglue.com)

It can significantly reduce Agent Handling Time through efficiency gains, whilst also increasing up-

sell and cross-sell opportunities during the service interaction.

Posted by Robert — 22 Jan 2009 @ 4:01 pm

Iam using TouchStar Call Centre Software for my Predictive Dialling, power dialling and Inbound

calls. It is good software to use. And the Support is really good

Posted by Mohammad — 3 Mar 2009 @ 11:43 am





I absolutley agree with Bob’s comment above – I know a lot of people running this in their Call

Centre environment who are very pleased with the flexibility and service provided by CallScripter.

Unlike a lot of other software applications, it is also not overpriced!

Posted by Fred — 24 Apr 2009 @ 10:52 am

I’ve implemented Avaya contact centres and used Magic North, but has anyone any experienceswith SAP BCM?

Posted by Paul — 2 Jun 2009 @ 12:42 am

mohammad – would love to talk to you about your experience with the touchstar dialer.

Posted by Farah — 2 Jul 2009 @ 3:27 pm

SAP BCM is very good when implemented alongside other SAP Products, since it integrates

straight out of the box.

Posted by Ben — 26 Jul 2009 @ 4:15 pm

Hey have any body used vmukti software dialer they are claming about the real time report with

hosted version as well as intgrated training solution.they are saying it is opensource as well .

please let me know if somebody has used this ?

Posted by John — 5 Aug 2009 @ 12:39 pm

Has anyone used BayBridge’s Call Center Strategic Planning software, for long term planning

solutions?

Posted by Joel Raj — 8 Sep 2009 @ 9:21 pm

Hi

Can anyone tell me which is the best software used by the housing call centres in the UK. Like

housing software to locating addresses and details of customers etc

thanks

N

Posted by nancy — 9 Sep 2009 @ 2:32 pm

Good information. There are lot of small players in Europe who provide the contact centre solutionand are specific to geography. They are very good in customizing to needs of that geography and

language etc (as named by others). When you look at international market there are few players

(as specified in Gartner and other leading research organisations) who are rated in leader

segment. some are Cisco, Genesys, Aspect, Avaya, Interactive Intelligence etc. All of these are

good wrt technology and feature they support.(more or less same) the major differentiator would be

flexibility in terms of working with existing infrastructure and multi vendor environment.

Posted by Ashoka — 17 Sep 2009 @ 6:10 am





[...] http://www.callcentrehelper.com/call-centre-software-2276.htm [...]

Posted by The Top 10 Call Centre Technology for 2009 | Call Centre Helper — 21 Oct 2009 @ 3:35 pm

Take a look at Smartdesk Systems. We use their software to make sure we don’t ever miss a call

that we have promised to a customer. We also use their outbound IVR solution. They do other stuff

that we don’t use but maybe interesting to others. We chose them because their stuff works and itis priced incredibly cheaply. This info may help Parveen above. I most definitely agree with

Ashokas comments as well. Look beyond the big boys in the market and you’ll be surprised what

you find.

Posted by Samuel Antiero — 2 Nov 2009 @ 10:44 am

Interesting list. How about a list based on best Call Centre software support? Not really a suprise

though except maybe categorize according to size. The most expensive software is not always the

best for smaller Call Centres

Posted by Stefan — 4 Nov 2009 @ 2:14 pm

Um, interesting selection of products, Genesys and Aspect are ok if you have 500 seats and

above, Avaya CMS great but with Contact centres they have lost there way. I use Callmedia as a

contact centre after a review of the market that seamed the best for my 100 seats contact centre

Posted by Steve — 17 May 2010 @ 2:15 pm

hi, someone is trying to sell to me a contact centre called stratasoft, anyone heard about it? or can

anyone provide me professional & cost effective call centres with local representatives in West

Africa. Thanks

Posted by Abby — 27 May 2010 @ 2:54 pm

we want second hand computers crm & software for our callcenter

Posted by bhushan punamiya — 28 May 2010 @ 7:54 am

what about solidus ecare 7.0 or cisco. there are quite popular

Posted by enis — 3 Jun 2010 @ 4:13 am

I have just been introduced to iTMS. Very impressive software

Posted by jigsaw — 10 Jun 2010 @ 1:42 pm

Hi, anyone heard about InConcert call center solutions? It’s based on asterisk. thanks in advance

for your help.

Posted by Oscar Velasco — 24 Jun 2010 @ 4:34 pm

Does anyone have experience with Cisco? We have a large call center and are looking at their

enterprise software solution.





Posted by atlantayankee — 9 Jul 2010 @ 1:39 am

I use a company called orbtalk to supply my SIP trunks with cisco call manager. Call quality is

good and the helped me through the set up procedure.

Posted by Adam — 3 Aug 2010 @ 10:26 am

All these people are out of there mind or at least have crazy money to spend. Look for a local crm

based system for maybe 10e a month per user and an asterisk based system that comes with call

recording and everything as standard.

Posted by Rickie — 4 Aug 2010 @ 4:27 pm

also do not go crazy with WFM software go hosted again. Why spend 100k a year for 100 seater

when you can spend 500euro (edf use it) both built on erlang c anyway!

Posted by Rickie — 4 Aug 2010 @ 4:31 pm

Hi there,found this quite an interesting read. I would like to know though that my manager is considering

purchasing GMT plant WFM to upgrade our CC. Is this a viable product or are there better

performing and more viable options? The CC I am in is a 24/7/365 inbound environment with a

staff of 150. If anybody could advise me so that I could put this through to my boss before making

the wrong decision

Posted by Jane — 25 Aug 2010 @ 12:25 pm

Does anybody have any comments specifically on the annual leave management features, or

timesheets, in these systems?

We’re working with a call centre at the moment to provide these functions because their existing

software doesn’t have proper hr support.

Laura

Posted by Laura Tate — 30 Sep 2010 @ 8:12 pm

Hello,

Does anybody have experience on Voxtron application ‘agenTel’?

Posted by Efthimis — 13 Dec 2010 @ 9:04 pm

Wow, and no mention of Asterisk ?

Asterisk is an ultra stable, high performance, clusterable, PBX system built on top of Linux. It is

open source which means its millions of users can provide modifications. Because of this it has

been used for everything from call centres, PAYG telcos, diallers, automated systems to home

automation and bizarre experimental setups. It is the most fully featured setup you’ll ever find and if

theres ANYTHING it cannot do there are a world of knowledgeable users ready to build it in for

you.





It is FREE (as in beer) and unencumbered by licencing, handles predictive and progressive dialling

to an impressive variety of metrics, allows highly complex dial plans, IVRs an touchtone driver

apps, has built in AMD, easy integration with external databases and CRM (Also free), Call

recordings, blind/attended and recorded transfers. It will work with everything from your ISDN30’s

to plain ol’ internet lines. Even with a low grade connection you can use re-invites to handle far

more through-calls than your bandwidth allows.

Best yet? Work from home agents are a snap!

Seriously guys! forget all that progressive licensing, tiedowns and long minimum contract terms.

Advert Removed :-Moderator

In the israeli ellections they used it to make over 5000 concurrent calls to 1.2 million people with a

$900 infrastructure outlay and NO minimum contract terms using amazons EC2 cloud computing

as the host system and offloading all of the bandwidth requirement to the cloud.

Advert Removed :-Moderator

Posted by Gary — 17 Dec 2010 @ 6:20 am

Can I get a comparison chart featuring these softwares?

Posted by Atlas — 7 Jan 2011 @ 11:43 pm

Good morning,

I would like to know the main advantages of SAP BCM than a standard CTI (for exampel Genesis).

Integrating SAP BCM with SAP CRM provides adavantages in terms of costs (total costs of

ownership). Anyway I would like to know if there are further functional advantages.

Thanks in advance

Posted by Luca — 20 Jun 2011 @ 8:43 am

There is a lot of good call centre software out in the market. We are invited to a large number of

product vendor briefings.Call Monitoring,Call Recording Software are the most widely used all over

the world.

Posted by Beth Snaper — 14 Jul 2011 @ 6:48 pm

EDITED BY MODERATOR: REASON

Spaming your own product is against forum rules..

Posted by Peter Andre — 19 Jul 2011 @ 1:49 pm

EDITED BY MODERATOR: REASON

Spaming your own product is against forum rules..

Posted by Christian — 28 Sep 2011 @ 12:50 pm





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