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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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Freshdesk
freshdesk.com
Freshdesk is a customer support platform that centralizes inquiries from multiple channels into a unified ticketing system, enhancing support efficiency and collaboration.
Verizon
verizon.com
The Verizon app allows users to manage their accounts, pay bills, switch plans, monitor data, shop for devices, and access support and entertainment services.
Webex
webex.com
Webex Webinars is a platform for hosting scalable webinars that support interactive features, custom branding, and real-time translations for global audiences.
Twilio
twilio.com
Twilio is a cloud communications platform that enables voice, messaging, and video integration into applications, offering scalable APIs for customizable solutions.
RingCentral
ringcentral.com
RingCentral is an omnichannel customer engagement app with voice, digital channels, AI options, and integrated workforce management and analytics.
ServiceNow
servicenow.com
ServiceNow is a cloud-based platform that streamlines service management across various industries, enhancing workflows in IT, customer service, and HR.
Aircall
aircall.io
Aircall is a cloud-based phone system for sales and support teams, integrating call management and customer tools to enhance communication efficiency.
Vonage
vonage.com
The Vonage app is a communication platform for businesses that facilitates voice, video, and text communications, with features for collaboration and customer service automation.
8x8 Work
8x8.com
8x8 Work is a cloud-based collaboration app that combines voice, video, and messaging for seamless business communication across devices.
JustCall
justcall.io
JustCall is a communication platform for businesses that enables calling, SMS, email, and WhatsApp interactions, with automation and integration features to enhance customer engagement.
Five9
five9.com
Five9 is a cloud-based contact center software that enhances customer service through intelligent routing, analytics, and seamless CRM integrations.
Dialpad
dialpad.com
Dialpad is a cloud-based VoIP communication platform that enhances team collaboration and customer interaction with AI-powered features.
Voiso
voiso.com
Voiso is a cloud-based contact center solution offering features like auto-dialers, AI speech recognition, and omnichannel support, with CRM integrations and 24/7 customer support.
CallHippo
callhippo.com
CallHippo is a cloud-based business phone system that enhances communication with features like call routing, recording, and integrations for efficient customer management.
Close
close.com
Close is a CRM platform designed to streamline sales processes, manage leads, and enhance productivity through multi-channel communication and task management.
Automation Anywhere
automationanywhere.com
Automation Anywhere automates business processes using AI and RPA, enabling organizations to improve efficiency and integrate with various applications.
Nextiva
nextiva.com
Nextiva is a communication platform that integrates voice, video, SMS, and messaging to streamline customer interactions and internal communications for businesses.
TCN
tcn.com
TCN is a cloud-based call center software that integrates various tools to enhance productivity and support consumer-agent interactions.
KrispCall
krispcall.com
KrispCall is a cloud telephony system that enables businesses to manage calls and texts using local and toll-free numbers globally, supporting CRM integration and various communication features.
Cloudtalk
cloudtalk.com
CloudTalk is a cloud-based call center platform for managing calls, automating workflows, and integrating with CRM systems to enhance customer communication.
Squaretalk
squaretalk.com
Squaretalk is a business communication platform that provides call management, CRM integration, and multi-channel messaging to enhance customer interactions.
3CX
3cx.com
3CX is a business communication platform that combines voice, video, and messaging services with features like call recording and CRM integration.
Airtel Business
airtel.in
The Airtel Business app provides SMEs with customizable connectivity solutions, collaboration tools, network support, and management features to enhance operational efficiency.
Talkdesk
talkdesk.com
Talkdesk is a cloud contact center platform that enhances customer service through AI-driven solutions, enabling efficient, omnichannel communication for businesses.
MightyCall
mightycall.com
MightyCall is a business phone system that enables calls, SMS, and conferencing via web and mobile, enhancing communication for businesses with advanced management tools.
Aloware
aloware.com
Aloware is a cloud-based phone system that enables SMBs to manage customer communications through calls, SMS, and email from a single dashboard.
500apps
500apps.com
CRM.io by 500apps is a cloud-based CRM software that manages leads, contacts, accounts, and deals to streamline sales processes and enhance customer relationships.
Genesys Cloud
genesys.com
Genesys Cloud CX is a cloud-based contact center platform for managing customer interactions across various channels, enhancing service efficiency and engagement.
TalkChief
talkchief.io
TalkChief is a communication app that integrates chats, video calls, and file sharing into one platform for efficient personal and professional interactions.
NICE inContact
incontact.com
NICE inContact is a cloud-based contact center solution for managing customer interactions across various channels with tools for analytics and workforce optimization.
DCDial
dcdial.com
DCDial is a cloud-based contact center app that enables businesses to communicate with customers through text and voice, automating various business processes.
Cordless
cordless.io
Cordless is a cloud-based call center for customer support, providing conversation transcriptions, sentiment analysis, and CRM integrations for insights and training.
DialedIn
getdialedin.com
DialedIn is a cloud-based CCaaS platform that automates call center processes for efficient inbound and outbound customer interactions.
FreJun
frejun.com
FreJun is a cloud telephony platform that automates business calls, offers virtual numbers, recording, analytics, and integrates with CRM tools for streamlined workflows.
MyOperator
myoperator.com
MyOperator is a cloud communication app that offers call management, IVR, analytics, and CRM integration for businesses to enhance communication and customer engagement.
CommPeak
commpeak.com
CommPeak is a cloud-based communication solution that provides customizable contact center services, VoIP, SMS, and analytics for efficient business operations.
Dialaxy
dialaxy.com
Dialaxy is a cloud-based telephony solution that enables businesses to manage communications seamlessly through calls and messages worldwide.
Jet Interactive
jetinteractive.com.au
Jet Interactive offers mobile and desktop softphone apps for managing business calls, featuring a call flow builder and reporting tools for analyzing call activity.
Ringostat
ringostat.com
Ringostat is a call tracking, telephony, and analytics platform that enhances customer communication and marketing performance for businesses.
Maqsam
maqsam.com
Maqsam is an AI-powered contact center solution for Arabic-speaking businesses, streamlining communication and improving customer service across multiple channels.
Exotel
exotel.com
Exotel is a customer engagement platform offering CPaaS, omnichannel support, and AI for efficient communication and call management across various businesses.
MiiTel
miitel.com
MiiTel is an AI-based app that optimizes voice communication for business through analysis and integration with various platforms.
OpenText
opentext.com
OpenText is an app for managing enterprise information, handling content and unstructured data for large organizations and agencies.
Fuze
fuze.com
Fuze is a communication app that allows users to make calls, hold meetings, chat, and share content across devices, facilitating collaboration anytime and anywhere.
Zingtree
zingtree.com
Zingtree is an AI platform that automates customer support workflows and decision trees, helping B2C enterprises streamline processes and enhance customer service.
Toky
toky.co
Toky is a business phone system that provides virtual phone numbers, call logging, and integration with CRM tools, enabling streamlined communication and collaboration.
Revenue.io
revenue.io
Revenue.io is a revenue intelligence platform that enhances sales operations by providing real-time data analysis and actionable insights for better decision-making.
Callision
callision.com
Callision is a free cloud-based business phone system offering VoIP capabilities, contact center features, analytics, and integration across communication channels.
VirtualPBX
virtualpbx.com
VirtualPBX is a cloud-based phone system that streamlines business communication with features like call recording, routing, and analytics.
interface.ai
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.
VoiceSpin
voicespin.com
VoiceSpin is a cloud-based VoIP platform for businesses that offers call center solutions, including AI auto-dialing, SMS messaging, and CRM integration for effective communication.
Goldfish.ie
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.
Alvaria
alvaria.com
Alvaria is a contact center and workforce optimization platform that enhances customer interactions and operational efficiency across various channels.
Mitel MiCollab
mitel.com
Mitel MiCollab is an enterprise app that centralizes voice, video, messaging, and collaboration tools for effective communication across multiple devices.
CallerDesk
callerdesk.io
CallerDesk is a cloud telephony app providing virtual call center solutions for businesses, enabling efficient call handling and customer support.
Thirdlane
thirdlane.com
Thirdlane Connect is a communication app for teams, offering chat, voice, video calls, screen sharing, and CRM integration on various devices.
NUACOM
nuacom.com
NUACOM is a hosted phone system for businesses, providing features like call management, IVR, call recording, and analytics to enhance communication and customer support.
CloudCall
cloudcall.com
CloudCall is a cloud-based communication platform that integrates with CRM systems to manage calls and data for sales and recruitment teams efficiently.
virtualQ
virtualq.io
virtualQ offers an intelligent waiting and callback service that optimizes customer flow and enhances waiting experiences for businesses in the service sector.
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