Evaluating G2’s Top 8 Contact Center Software Solutions for 2025
My journey to find the best contact center software started with a desire to understand what makes a great solution. I spoke to customer service managers, call center agents, and sales teams to learn what they truly need in their software. Then, I put the top platforms to the test myself.
From ease of use to AI-powered automation, I evaluated these tools based on real-world feedback and hands-on experience. Whether you’re running a busy support team or managing high-volume outbound sales calls, finding the right software can make all the difference. In this guide, I’ll break down my findings and highlight the best contact center software available today—so you can make the best choice for your business.
8 best contact center software for 2025: My top picks
- SF Service Cloud for its comprehensive CRM capabilities, focusing on delivering exceptional customer service through case management and seamless integrations. ($25/mo)
- Nextiva for its strong VoIP services and integration capabilities tailored to enhance customer interactions. ($20/mo)
- Talkdesk for its advanced AI capabilities and flexibility suitable for companies looking for customizable experiences. ($85/mo)
- Gladly for personalized and continuous conversations across multiple channels. (Available upon request)
- Aircall for simplifying the integration and management of calls with productivity tools and CRM systems. ($30/mo)
- Amazon Connect for its scalable contact center service that offers seamless integration with Amazon’s suite of AWS services. (Available upon request)
- Google Contact Center AI for enhancing contact center productivity through intuitive virtual agents and real-time insights. (Available upon request)
- JustCall for efficient number management and CRM integrations. ($19/mo)
*These collaboration tools are top-rated in their category, according to G2 Grid Reports. I’ve also added their monthly pricing to make comparisons easier for you.
My top 8 best contact center software recommendations for 2025
From my experience testing different contact center software solutions, I’ve seen firsthand how much of a difference the right tool can make. Managing a high volume of customer interactions—whether through phone, email, chat, or social media can quickly become overwhelming without a proper system in place. That’s where contact center software comes in.
The best solutions make everything easier, from automating call routing to tracking customer interactions and integrating seamlessly with CRM tools. This not only improves efficiency but also ensures that customers get the right support faster. I’ve found that features like AI-powered chatbots, real-time analytics, and omnichannel support are incredibly useful in helping businesses optimize their customer service.
Honestly, once you start using a solid contact center platform, it’s hard to imagine running a customer support or sales team without it.
How did I find and evaluate these best contact center management tools?
I spent months researching the top contact center software solutions—digging into their features, reading user reviews, and assessing how well they handle key functions like call routing, omnichannel support, AI automation, and performance analytics. To go beyond this, I spoke with customer service managers and call center agents to understand their real-world experiences with these platforms.
In addition to firsthand conversations, I used artificial intelligence to analyze user reviews from G2, gaining insights from professionals across different industries. By combining expert insights, user feedback, and my own hands-on testing, I carefully curated a list of the eight best contact center software solutions for 2025.
Picking the best contact center management software: What I looked for
I considered the following factors when evaluating the best contact center software solutions.
- Intelligent call routing and interactive voice response (IVR): I tested several platforms with intelligent call routing, and the difference was clear. Instead of customers bouncing between departments, smart routing connected them to the right agent based on skills, availability, or issue type. I also explored IVR systems, which allow customers to resolve simple inquiries on their own. This drastically cut down wait times and helped agents focus on more complex issues.
- AI-powered automation: AI in contact centers has come a long way. I tested software that uses AI-powered chatbots to handle common questions, and it was surprising how well they deflected routine inquiries. Beyond that, AI-assisted live agents with real-time suggestions and sentiment analysis help them craft better responses. Some platforms even generated automatic call summaries, which saved a ton of time on post-call documentation.
- CRM integration: One of the biggest frustrations in customer service is asking the same questions over and over. The best contact center platforms I tested integrated directly with CRMs like Salesforce, HubSpot, and Zoho, pulling up customer histories automatically. This meant agents had all the context they needed—without making customers repeat themselves. It made interactions feel much more personalized and efficient.
- Call recording and quality assurance: Call recording turned out to be more than just a compliance feature—it was an essential tool for training and quality assurance. Some platforms I tested went a step further with AI-driven call analysis, identifying tone of voice, key phrases, and sentiment trends. This made it easier to spot coaching opportunities and ensure every conversation met high-quality standards.
- Performance management: One thing I quickly realized is that managing a contact center efficiently is all about data. The best platforms provided real-time dashboards where I could track key performance metrics like Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction Scores (CSAT), and Agent Performance Analytics. These insights made it easy to optimize staffing, improve service quality, and identify performance gaps.
The list below contains genuine user reviews from contact center software.
Please note that vendors offering a free trial are also considered free within the context of this list.
To be included in this category, a solution must:
– Offer a cloud-based contact center solution.
– Distribute incoming calls and manage phone number assignment for outbound centers.
– Provide the infrastructure for call management, placement, and monitoring.
– Offer multiple channels (such as voice, SMS, email, chat) for call center representatives to leverage.
– Include features such as automatic call distributor, interactive voice response, queue management, and computer-telephony integrations.
– Provide additional features that assist call center operations, such as speech analytics, workforce management, and quality assurance.
– Integrate with CRM software or a company’s system of record. Accessing past conversations quickly while on the go was a bit frustrating for me. Having all my communication channels like email, SMS, and chat in one place with Gladly eliminates the need to constantly switch between platforms. The conversation-based system provided by Gladly is a game-changer, offering full customer histories for more personal and efficient responses. The template system is also a favorite feature, allowing for quick and customized responses to common queries. However, there are occasional performance issues like lagging during multiple interactions and conversations disappearing, which can be frustrating. Additionally, bugs and glitches require frequent platform refreshes, and the support team’s response time could be improved. Despite these drawbacks, Gladly’s ability to streamline communication and enhance customer support experiences is appreciated.
What G2 users like about Google Contact Center AI:
“Google Contact Center AI provides advanced AI capabilities to streamline customer interactions. The NLU is top-notch and has significantly improved our customer service efficiency.”
– Google Contact Center AI Review, Derek V.
What I dislike about Google Contact Center AI:
- Sometimes the AI misinterprets customer queries, leading to the need for human intervention. This can disrupt the customer experience.
- Customization options feel limited, especially for businesses with complex support needs. I wish there was more flexibility in designing custom workflows.
What G2 users dislike about Google Contact Center AI:
“The AI-to-human handoff could be smoother. When the AI gets stuck, transitioning to a live agent isn’t always seamless, which can frustrate both customers and agents.”
– Google Contact Center AI Review, Daniel R.
Contact center software offers enhanced flexibility, scalability, and lower initial costs, making it a preferred choice for businesses. On the other hand, on-premise solutions require physical hardware and maintenance but offer greater control over data and security.
How secure is contact center software?
Contact center software typically includes security features such as end-to-end encryption, role-based access control (RBAC), data compliance (GDPR, HIPAA), and fraud prevention measures.
Don’t drop the call on great customer service!
Choosing the right contact center software depends on your business needs. Features like intelligent call routing, IVR, omnichannel support, AI-driven automation, and workforce management tools can significantly impact efficiency and customer satisfaction. Security and scalability are crucial factors to consider, along with usability and support.
Testing out different software through free trials and demos is essential to determine the best fit for your team. Look for seamless integration with existing tools and real-world performance to ensure the software meets your requirements.
Enhance customer experience and efficiency with a virtual receptionist service that ensures seamless communication and 24/7 availability.
Frequently Asked Questions
1. What features should I look for in contact center software?
Key features to consider include intelligent call routing, IVR, omnichannel support, AI-driven automation, and workforce management tools.
2. How important is security in contact center software?
Security is crucial in contact center software, with features like end-to-end encryption, role-based access control, and data compliance measures.
3. How can I determine the right software for my business?
Testing out different software through free trials and demos is the best way to determine the right fit for your team.
4. What role does scalability play in contact center software?
Scalability is important in ensuring that the software can grow with your business and adapt to changing needs.
5. How can contact center software enhance customer interactions?
Contact center software can enhance customer interactions by providing seamless communication channels, efficient call handling, and personalized service.
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