Artificial intelligence is revolutionizing the customer service industry. AI-powered call center software leverages machine learning and natural language processing to automate simple queries, enable self-service options, and provide agents with real-time guidance. According to recent statistics, the global AI call center market is projected to reach $4.1 billion by 2027, up significantly from $800 million in 2019.
As customers increasingly expect efficient and personalized service, AI call center solutions are becoming a necessity for businesses looking to boost productivity, reduce costs, and improve customer satisfaction. The right software can help companies handle more calls with fewer agents, shorten average handle times, and decrease abandonment rates. It also empowers agents to better assist customers by serving up relevant knowledge articles and next-best-action recommendations in real time during calls.
Understanding AI Call Center Software
AI Call Center Software is revolutionizing the customer service industry by streamlining operations, improving efficiency, and enhancing customer experiences. This technology leverages machine learning and natural language processing to understand customer intent, automate routine tasks, and provide personalized service. AI-powered chatbots and voice bots handle initial customer inquiries, while sophisticated algorithms predict customer needs, reducing wait times and boosting customer satisfaction.
Moreover, AI tools can analyze customer interactions and route them to the most appropriate agent, reducing workload and operational costs. Predictive capabilities of AI software can identify trends, score and prioritize leads, and even assist in compliance. As AI technology matures, it's becoming an essential tool for call centers to stay competitive and deliver superior customer service.
In 2024, AI's impact on call centers is expected to be even more significant, with advancements in conversational AI, predictive analytics, and automation. Therefore, understanding and implementing AI in call centers is crucial for businesses aiming to ride the wave of innovation and enhance their customer service.
Best AI Call Center Softwares in 2024
| 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 |
| DialPad AI | $23 per month |
| Bright Pattern | Customized Pricing |
| TalkDesk | $75 per month |
| Webex | $14.50 per month |
| ZenDesk | $69 per month |
| CallRail | $45/ per month |
| TrueEngage | Offers custom pricing |
| Bold desk | 10 Agents/Month |
| Ring over | $24 pr month |
1. NICE CXone
NICE CXone is a comprehensive cloud customer experience platform that revolutionizes call center operations by integrating AI-powered solutions. It is designed to enhance both customer and agent experiences by providing a unified platform for omnichannel routing, analytics, workforce engagement, automation, and artificial intelligence. With NICE CXone, organizations can manage customer interactions across various channels, including voice, chat, email, and social media, ensuring a seamless customer journey.
The platform's AI capabilities include predictive behavioral routing, which matches customers with the best-suited agent, and conversational AI that facilitates self-service options and assists agents in real-time. NICE CXone's analytics tools offer deep insights into customer interactions, enabling personalized service and proactive engagement strategies. Workforce engagement features empower agents with tools for self-improvement and optimize workforce management, leading to increased efficiency and satisfaction.
NICE CXone's automation and AI features are designed to reduce mundane tasks, allowing agents to focus on complex customer issues. The platform's scalability and flexibility make it suitable for businesses of all sizes, ensuring they can adapt to changing customer needs and market dynamics.
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 |
2. RingCentral
RingCentral offers an advanced cloud contact center solution equipped with artificial intelligence capabilities to enhance customer experiences. Its omnichannel routing connects customers across 20+ digital channels, while intelligent call routing powered by AI matches each inquiry with the best-qualified agent. RingCentral provides real-time and historical analytics on all interactions, leveraging machine learning to surface actionable insights.
Agents are empowered by in-call whisper coaching on next best actions. RingCentral also offers conversational IVR, chatbots, and other automation to provide swift self-service. With reliable 99.999% uptime and robust security, RingCentral enables businesses to optimize operations, boost agent productivity, reduce costs, and deliver exceptional CX across digital and voice channels.
RingCentral Pricing
| RingCentral Plans | Price per month |
|---|---|
| Core | $30 |
| Advanced | $35 |
| Ultra | $45 |
3. Hyro AI
Hyro AI is an innovative company that specializes in AI-powered call center automation, providing solutions that enhance customer service and operational efficiency. Their technology leverages natural language processing (NLP) and voice recognition to deliver seamless conversational experiences, capable of handling tasks such as scheduling, authentication, and form filling. Hyro's platform is designed to alleviate the strain on call centers by automating up to 85% of calls, thus reducing wait times and preventing customer churn.
The system integrates smoothly with existing call center software from vendors like Twilio Flex, NICE inContact, Genesys, Five9, and Cisco, making it a versatile and easily adoptable solution. It also offers scalability, adapting to the needs of both large enterprises and smaller healthcare practices. Hyro's AI assistants can manage appointment scheduling, prescription refills, and patient routing with a high degree of accuracy, which helps to reduce operational costs and agent burnout.
Furthermore, Hyro's conversational AI platform is recognized for its rapid deployment and minimal maintenance, surpassing other solutions in time to value. It eliminates the need for manual configuration of decision trees and allows for the handling of a broader range of requests and topics. By deflecting simple calls to SMS for self-service, Hyro ensures that complex inquiries are directed to the right agents, thereby improving the overall customer experience.
Hyro AI Pricing
Hyro AI offers custom pricing options serving varying customer's budgets, needs, and preferences.
4. CloudTalk
CloudTalk is a sophisticated cloud-based call center software designed to enhance customer experience and streamline communication processes for businesses of all sizes. It offers over 70 features, including advanced AI-powered tools, and integrates seamlessly with popular CRMs and helpdesk platforms, centralizing and processing all calling data efficiently. Key AI-powered features include intelligent call routing, interactive voice response (IVR), and conversational intelligence, which automates repetitive tasks like call transcriptions and summaries, thereby reducing human error. CloudTalk's real-time dashboard allows for the monitoring of key metrics, providing valuable insights into agent performance and customer interactions.
Additionally, its virtual call center software enables global operations without the need for hardware, eliminating setup costs and allowing agents to work from anywhere. With its comprehensive suite of solutions, CloudTalk is transforming the way businesses communicate, offering a reliable, flexible, and affordable cloud communication solution.
CloudTalk Pricing:
| CloudTalk Plans | Price per month |
|---|---|
| Starter | $25 per month |
| Essential | $30 per month |
| Expert | $50 per month |
5. Ozonetel
Ozonetel is a global leader in cloud-based contact center solutions, trusted by over 2,500 companies worldwide. It offers an award-winning, AI-powered platform that enables efficient handling of customer interactions across various channels. The software is designed to boost sales and customer service, offering features such as call monitoring, interactive voice response (IVR), and auto dialers. It also provides seamless CRM integrations with popular software like Hubspot and Salesforce.
Ozonetel's AI-powered call center software offers a range of features. It includes an intuitive interface for building bots, which can automate customer greetings and answer FAQs. The AI can intelligently route certain conversations to human agents when necessary, ensuring empathetic interactions. The software also offers real-time insights, allowing managers to supervise ongoing conversations, manage call queues, and track performance across all communication channels[1].
Other features include predictive, progressive, power, preview, and IVR dialers, which significantly increase productivity. The software also offers automated callbacks, voice and chat bots, analytics and reports, and real-time speech analytics. The platform supports omnichannel operations, consolidating emails, voice calls, and other forms of communication into a single, easy-to-use interface.
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.
6. 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 Pricing:
| Nextiva Plans | Price per month |
|---|---|
| Essential | $25.95 per user |
| Professional | $30.95 per user |
| Enterprise | $40.95 per user |
7. VoiceSpin
VoiceSpin is a leading Software-as-a-Service (SaaS) tool that offers a cloud-based contact center solution designed to help businesses connect with customers across multiple channels. The platform aims to provide an all-in-one platform with features like AI-powered auto-dialing, call routing, SMS messaging, and integrations with over 50 business applications.
With VoiceSpin, businesses can optimize sales and support workflows to drive productivity. The platform focuses heavily on outbound calling capabilities through its automatic dialer which helps teams contact more leads. It also offers options to acquire local phone numbers from 160+ countries to aid international expansion.
It also offers advanced analytics, quality assurance, and compliance features making it a versatile tool for businesses looking to enhance their communication strategies and improve customer experience.
VoiceSpin Pricing:
| VoiceSpin Plans | Price per month |
|---|---|
| Basic | $40 per user |
| Advanced | $85 per user |
8. DialPad AI
DialPad AI is a cloud-based AI platform that provides real-time support for sales, customer service, and team collaboration. Its proprietary AI technology is natively integrated across DialPad's suite of products including voice, video, messaging, and contact center solutions.
It is trained on billions of minutes of customer interactions, DialPad AI is a server to supports specific roles, teams, and industries. Its proprietary AI platform is accessible to businesses of all sizes cost-effectively providing unlimited AI capabilities. DialPad AI's commitment to privacy and security is evident with enterprise-grade protection built into the system ensuring that customer data remains private and secure.
DialPad Pricing:
| DialPad Plans | Price per month |
|---|---|
| Standard | $23 per user |
| Pro | $35 per user |
9. Bright Pattern
Bright Pattern is an omnichannel contact center software that allows companies to deliver effortless customer experiences across voice, text, chat, email, video, messengers, and bots. Its cloud-based platform comes with embedded AI capabilities for intelligent routing, bots, predictive analytics, and. more.
Bright Pattern is used by mid-sized to large companies across various industries like telecom, IT, financial services, healthcare, retail, and travel. Some of its notable customers include Honda, Subway, Cushman, & Wakefield, DLG, and Pepsi.
Bright Pattern Pricing
Bright Pattern offers multiple pricing plans such as Call Center Standard, Digital CX, Omnichannel CX, and Bright Pattern Mobile. Each plan is created to serve different needs and preferences of users. Pricing quotes can be received through email by contacting Bright Pattern's sales team.
10. TalkDesk
TalkDesk is an AI-powered cloud contact center software that helps companies deliver exceptional customer service experiences. It offers a complete suite of customer experience applications including customer self-service, omnichannel engagement, workforce engagement, employee collaboration, and customer experience analytics.
Key features of TalkDesk include intelligent call routing to direct customers to the right agent or department, interactive voice response (IVR) to provide menu options and frequently asked questions, skills-based routing to match caller requests with available agents, CRM integrations, automated workflows, call monitoring and analytics.
TalkDesk also utilizes artificial intelligence and machine learning to power features like virtual agents, automatic call summaries, sentiment analysis, intelligent forecasts and scheduling. These AI capabilities help optimize the customer journey, reduce agent workload, uncover insights and streamline operations.
With its innovative platform, TalkDesk aims to help companies modernize their customer service, drive productivity and cost savings through automation and deliver exceptional experiences. It caters to organizations across industries like financial services, healthcare, retail and more.
TalkDesk Pricing:
| TalkDesk Plan | Price per month |
|---|---|
| CX Cloud Essentials | $75 per user |
| CX Cloud Elevate | $95 per user |
| CX Cloud Elite | $125 per user |
11. Webex
Webex is a leading provider of cloud-based collaboration solutions, including video meetings, calling, messaging, events, and customer experience solutions like contact centers. It is known for its innovative use of artificial intelligence (AI) and machine learning to enhance user experiences and productivity.
Webex's Contact Center AI solutions empower agents to provide exceptional customer experiences. These solutions offer AI-powered features that aim to save time and make experiences better for both agents and customers. The AI capabilities include automatic note-taking, action item follow-up, closed captions, real-time translations, meeting transcriptions, and more.
The Contact Center AI configuration leverages the Google CCAI connector to invoke bot agent service. This contact center solution offers features such as Virtual Agent, which handles conversation with a contact center caller through IVR flows, and Agent Answers, which empowers agents with real-time assistance during the call.
Webex also provides AI-powered content and assistance in real time to support agents so they can give timely, accurate responses to customers. Other features include real-time nudges, coaching, and context for best handling customer needs, as well as conversation summaries and real-time transcripts to free up agent time.
Webex's AI Assistant powers experiences across the platform including meetings, messaging, polling, devices, contact center, Control Hub, and more. It can automatically generate a summary of every chat and call, helping to ensure seamless transitions between virtual and human agents, while eliminating the need for customers to repeat themselves.
Webex Pricing
| Plan | Price per month |
|---|---|
| Webex Free | - |
| Webex Meet | $14.50 per license |
| Webex Suite (Meet + Call) | $25 per license |
| Webex Webinars | $68.75 |
12. Zendesk
Zendesk is a customer service platform that revolutionizes support operations with its AI-powered features. It leverages billions of real customer interactions to provide personalized support from the outset. Zendesk AI assists agents by suggesting responses and detecting customer intent, allowing for more efficient service. It also includes enterprise-grade security to protect customer data.
The AI capabilities of Zendesk's call center software include generative AI that can transcribe and summarize voice calls, enabling agents to focus on the customer rather than note-taking. The system automatically detects customer intent, language, and sentiment, enriching tickets with valuable insights for workflow automation. Intelligent routing ensures that requests are directed to the most suitable agents based on their expertise and availability.
Zendesk's AI tools also support data-driven decision-making, with customers reporting a 45-second reduction per ticket and a 10% increase in agent productivity. The platform's generative AI can even assist in writing support articles, optimizing operations with personalized intent labels, and providing AI-led insights. With features like call transcriptions, sentiment analysis, and intelligent triage, Zendesk's AI-powered call center solutions enhance customer experience and agent productivity.
Zendesk Pricing:
| Zendesk Plan | Price per month |
|---|---|
| Suite Team | $69 per agent |
| Suite Growth | $115 per agent |
| Suite Professional | $149 per agent |
13. Call Rail
CallRail is an AI-powered lead intelligence platform designed to enhance marketing performance and customer engagement for businesses of all sizes. It leverages advanced AI technologies to automatically unlock valuable insights from phone calls, enabling businesses to turn more leads into better customers. CallRail's AI-powered solutions include features such as capturing personal details and preferences of callers for future relationship building, identifying frequently asked questions to inform SEO and marketing strategies and generating concise text and email messages post-call to maintain engagement.
The platform's Conversation Intelligence suite is a testament to its commitment to AI innovation, offering tools that automate the extraction of critical information from customer interactions. This not only boosts sales productivity but also provides deeper marketing insights. CallRail's AI capabilities extend to call transcription, allowing businesses to understand lengthy calls quickly and efficiently. Furthermore, the platform supports sentiment analysis, helping businesses analyze customer emotions and reactions to guide data-driven decisions.
CallRail integrates seamlessly with leading marketing and sales software, enhancing its utility in optimizing marketing campaigns and improving ROI on various advertising efforts. With its focus on AI-driven solutions, CallRail empowers businesses to capture and manage every interaction across calls, texts, chats, and forms, using AI-derived insights to refine marketing strategies and enhance customer experiences.
CallRail Pricing
Call Rail offers 4 plans: Call Tracking starts at $45/month, Conversation Analytics at $95/month, Call Tracking + Form Tracking at $95/month, and Analytics Suite at $145/month.
| Plan | Starting Price |
| Call Tracking | $45/month |
| Conversation Analytics | $95/month |
| Call Tracking + Form Tracking | $95/month |
| Analytics Suite | $145/month |
14. TrueEngage
TrueEngage is an innovative AI-powered call center software solution designed to enhance customer engagement through omnichannel support. Integrated seamlessly with Genesys Cloud CX, TrueEngage offers businesses a versatile contact engagement widget that empowers customers with the flexibility to choose their preferred communication channel, whether it be chat, callbacks, video, or Web RTC audio calls. This flexibility ensures that customer interactions are handled efficiently, regardless of the device they are using.
TrueEngage stands out for its ease of deployment, requiring minimal technical resources to set up, thereby bridging the gap between sales, marketing, and customer service needs. Its features include customizable widget designs that can be tailored to match the aesthetic of any website, automatic device detection to ensure optimal display, and Google Analytics integration for insightful marketing analytics.
Additionally, TrueEngage leverages AI to target widgets effectively to the right audience, enhancing engagement and conversion rates. With its ability to quickly connect customers with the support team, TrueEngage significantly improves lead response times, thereby increasing customer satisfaction and loyalty.
TrueEngage Pricing
True Engage offers different pricing tiers. It offers custom pricing models and users can get a pricing quote by contacting the True Engage sales team.
15. Bold desk
Bold Desk is a game-changer in the customer service, offering an AI Call Center Software that's as innovative as it is efficient. This software is a masterstroke in the world of AI, revolutionizing the way businesses handle customer interactions. It's like having a 24/7 customer service representative that never tires, always ready to assist with a friendly, human-like tone.
The software's key features include Interactive Voice Response (IVR) systems, automated coaching suggestions, and performance profiling. It's like having a crystal ball that predicts customer needs, making the customer journey as smooth as a well-oiled machine. The software also uses data analysis to sift through statistics and KPIs, ensuring businesses stay on top of their performance goals.
Moreover, Bold Desk’s AI Call Center Software is not just about automation; it's about personalization. It's like having a tailor-made suit, designed to fit your business needs perfectly. The software learns from past interactions, making each customer experience better than the last.
Bold desk Pricing
Bold Desk offers a range of pricing options starting from $10 for 10 agents per month. They also provide an unlimited agents plan for $499 per month. All prices are subject to a special offer of 50% off all plans
| Plan | Price |
| 10 Agents/Month | $10 |
| Unlimited Agents/Month | $499 |
16. Ring over
Ringover is a cutting-edge AI-powered call center software designed to enhance customer service operations. It offers a suite of advanced features such as call transcription, sentiment analysis, and self-service options that evolve over time to meet the changing needs of businesses. While AI plays a significant role in managing routine inquiries, Ringover ensures that human representatives are available to handle complex issues, providing the essential human touch.
The platform supports multilingual communication, with AI-powered chatbots capable of handling customer queries in various languages, and language translation systems that facilitate seamless interactions across language barriers. Real-time suggestions and guidance from AI-powered virtual assistants enable call center agents to deliver accurate and consistent information, while predictive analytics offer insights for better resource allocation and proactive customer service.
Ringover's cloud-based telephony solution integrates with CRM systems and provides real-time analytics, call routing, IVR systems, and call recording, ensuring compliance with legal constraints. Advanced statistics and real-time monitoring tools are available for managers to track performance and make informed decisions.
For small businesses, Ringover offers a cost-effective solution that cuts calling costs and harnesses powerful features to improve communication experiences. The platform is flexible, allowing for rapid setup and scalability, making it suitable for both inbound and outbound call center operations.
Ring over Pricing
Ring over offers two pricing editions, ranging from $24 to $49 per month
| Pricing Edition | Cost per Month |
| Edition 1 | $24 |
| Edition 2 | $49 |
Contact Center Trends in 2024
Artificial intelligence and automation will significantly reshape contact centers in 2024, fundamentally changing how customers interact with businesses. One major trend is the expanding use of AI-powered chatbots to handle initial customer inquiries and simple requests. These conversational bots can provide 24/7 self-service, freeing up human agents to focus on more complex issues.
Alongside chatbots, AI will enable more personalized and contextual interactions. By analyzing past conversations and purchases, AI algorithms can understand each customer's needs and preferences. Agents will receive prompts guiding them to tailor offerings or solutions to individual customers. This hyper-personalization promises to improve satisfaction and loyalty.
Tying these innovations together, 2024 will see an increased focus on delivering seamless omnichannel service. AI will help unify data and conversations across channels, providing continuity as customers switch from chat to voice to social media and back. The result will be responsive, frictionless experiences meeting customers on their channel of choice.
Contact Center AI Solutions
Three critical capabilities to evaluate when choosing call center AI solutions are low-code/no-code development, interactive voice response (IVR), and automatic call distribution (ACD).
Low-code platforms enable non-technical users to rapidly build AI applications through intuitive drag-and-drop interfaces.
This allows for quicker deployment of innovations like chatbots. IVR systems interact with callers through menus and voice prompts to gather information and route calls. AI is enhancing natural language capabilities for more conversational IVRs. ACD supported by AI matches each caller with the most appropriate agent based on skills, availability and other factors for efficient routing.
Additionally, AI powers contact center analytics by processing volumes of call data to uncover insights. It also provides real-time agent guidance, ensuring consistency in responses and compliance. AI further enables the integration of channels like voice, chat and email for omnichannel customer experiences.
In summary, critical AI capabilities for the call center include low-code development, advanced IVR, intelligent routing, enhanced analytics, agent assistance and omnichannel integration. AI unlocks automation, efficiency and personalization.
FAQs Related to AI Call Center Software
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.
Can AI call center software integrate with existing systems?
Yes, most AI call center software solutions offer integration capabilities with existing CRM systems, databases, and communication platforms to ensure smooth operations and data synchronization.
How can AI improve the Interactive Voice Response (IVR) system?
AI can make IVR more natural through speech recognition and natural language processing. This allows customers to speak requests rather than punching numbers, shortening call times. AI also enables dynamic routing based on caller intent.
Does AI replace human agents in call centers?
No, AI complements and empowers human agents rather than replacing them. AI handles routine inquiries while agents focus on complex issues requiring emotional intelligence and human judgment. The goal is to balance automation with human connection.
What are the benefits of using AI in call centers?
The core benefits of AI call center software include automating repetitive tasks, providing recommendations based on customer data, improving routine and IVR, enabling self-service options, analyzing conversations to identify trends, and optimizing operations. This improves efficiency, reduces costs, and improves customer satisfaction.
How is AI changing call centers?
AI is revolutionizing call centers by improving efficiency, enhancing the customer experience, and improving the quality of data collected. It uses technologies like machine learning and natural language processing to provide advantages like real-time transcriptions, contextualized quick answers, next-best action recommendations, and automated pre-call, on-call, and post-call work
Recommended Readings:
Over to You
In this article, we have explored some of the top AI call center software solutions available today. By using the latest advances in artificial intelligence and machine learning, these tools are transforming customer service operations. Automation, analytics, and personalization capabilities are helping call centers work smarter - handling routine inquiries efficiently while enabling staff to focus on building meaningful relationships.
As AI continues to evolve even more possibilities will emerge. Virtual assistants may have natural conversations indistinguishable from humans, preemptively resolving issues and delighting consumers. Though technology will improve processes, the human touch retains importance. With AI's help, agents of the future can combine empathy, creativity, and strategic thinking to deliver exceptional experiences.
So which solution is right for your business? Decide after weighing your key priorities and use case, factoring in costs, integration needs, and scalability goals. By considering the following factors will help you find the best fit.
The AI call center transformation brings promise but also requires vision. So, how will you harness it to stand out from the crowd?
