Best contact centre solutions in 2026

The best contact centre software is a sophisticated, AI-powered hub that orchestrates seamless customer interactions across every touchpoint. Businesses handle mountains of interactions daily through voice, chat, email, and social media—thousands of tickets, or even more. Choosing the right contact centre solution can be the difference between angry customers and loyal advocates.

To find your ideal contact centre that will help your team deliver exceptional customer service at scale, look for a tool that combines intelligent automation with human expertise. It should help you deliver personalised service while empowering your people with intuitive, unified workspaces and real-time insights.

Whether you’re a start-up seeking your first phone system or an enterprise looking to modernise legacy infrastructure, find the best contact centre solution that aligns with your unique budget and growth trajectory.

More in this guide:

• What is a contact centre?
• Contact centre comparison chart
• The 18 best contact centres
• Features of the best contact centres
• How to choose the best contact centre solution
• Frequently asked questions
• Deliver more impactful customer service with Zendesk

What is a contact centre? A contact centre is a centralised hub where organisations manage all customer interactions across various communication channels, such as phone, email, chat, and social media. It is designed to handle customer service, support, and sales enquiries efficiently. Contact centres often use specialised Software to route enquiries, track performance, and provide analytics. They can be operated in-house or outsourced to third-party providers.

Consider the pricing options and use cases for these leading contact centre options.

Software	Starting price	Free trial	Best for
Zendesk	£37.50 per agent/month (billed annually)	Contact sales	Enterprise-grade contact centres with unified AI-powered service
Genesys Cloud	£52.5 per user/month (billed annually)	Contact Genesys	Large-scale omnichannel deployments
Cisco Webex	Contact Cisco	Contact Cisco	Organisations already using Cisco infrastructure
Avaya OneCloud	$20 per user/month (billed annually)	Contact Avaya	Companies transitioning from legacy systems
Amazon Connect	$0.018 per minute (voice), $0.004 per message (chat)	Limited free tier for 12 months	Builder-friendly innovation
Five9	£97.50 per user/month	Unavailable	Basic workforce management needs
RingCentral	£12.99 per user/month (billed annually)	7 days	Consolidation of small business communication
8x8	Contact 8x8	Contact 8x8	International calling requirements
Freshcaller	Free	14 days	Budget-conscious small businesses
Talkdesk	$85 per user/month (billed annually)	Contact Talkdesk	Companies prioritising analytics over service quality
NICE CXone Mpower	$71 per agent/month (billed annually)	Unavailable	Performance monitoring-focused teams
LiveAgent	$15 per agent/month (billed annually)	14 days	Simple ticket management
Twilio Flex	$150 per named user/month (billed annually)	5,000 user hours	Companies with extensive developer resources
Vonage	Contact Vonage	14 days	Custom API development projects
ServiceNow	Contact ServiceNow	Unavailable	IT-centric service desk operations
Salesforce Service Cloud Voice	£115 per user/month (billed annually)	30 days	Existing Salesforce CRM users
Microsoft Dynamics 365	£84.60 per user/month (billed annually)	1 month	Microsoft-only environments
Aircall	€30 per licence/month (billed annually)	14 days	Basic sales call tracking

*All prices are in USD.

Read on to explore these virtual contact centre solutions and contact centre as a service (CCaaS) tools in more detail. Plus, learn how you can try the best contact centre solution for free.

• Zendesk: Best for enterprise-grade contact centres with unified AI-powered service
• Genesys Cloud CX: Best for large-scale omnichannel deployments
• Cisco Webex: Best for organisations already using Cisco infrastructure
• Avaya OneCloud: Best for companies transitioning from legacy systems
• Amazon Connect: Best for builder-friendly innovation
• Five9: Best for basic workforce management needs
• RingCentral: Best for small business communication consolidation
• 8x8: Best for international calling requirements
• Freshcaller: Best for budget-conscious small businesses
• Talkdesk: Best for companies prioritising analytics over service quality
• NiCE CXone Mpower: Best for performance monitoring-focused teams
• LiveAgent: Best for simple ticket management
• Twilio Flex: Best for companies with extensive developer resources
• Vonage: Best for bespoke API development projects
• ServiceNow: Best for IT-centric service desk operations
• Salesforce Service Cloud Voice: Best for existing Salesforce CRM users
• Microsoft Dynamics 365: Best for Microsoft-only environments
• Aircall: Best for basic sales call tracking

1. Zendesk

Best for enterprise-grade contact centres with unified AI-powered service

Starting price	Free trial	Key features
£37.50 per agent/month (billed annually) Available on all Zendesk Suite plans. Contact Centre add-on uses Amazon Connect for some functionality with additional AWS costs. Contact Sales for more information. Explore more Zendesk pricing plans.	Contact sales	Out-of-the-box AI and AI agents Native AI-assisted voice Intelligent routing capabilities Advanced IVR features Unified Agent Workspace Effortless business scaling Enterprise-grade AWS security

Zendesk offers a comprehensive contact centre platform that prioritises human first support while connecting artificial intelligence and traditional customer service tools together in a practical package. Designed for customer service leaders and managers who need reliable performance, Zendesk supports both voice and digital channels from a single interface.

With seamless Amazon Connect integration, businesses can quickly deploy contact centre capabilities without complex configuration. All customer communications—phone, chat, email, or self-service—are connected in one place, so agents can see every interaction and pick up conversations without losing context.

Zendesk CC platform supports comprehensive inbound and outbound calling capabilities with intelligent routing and predictive dialler functionality, complemented by advanced IVR software, live transcription, real-time sentiment analysis, and automatic call deflection features.

The unified agent workspace provides representatives with complete customer context and integrated case management tools in one interface, eliminating the need to switch between multiple applications. Case management and messaging platforms, such as Microsoft Teams or Slack, make it easier for teams to collaborate directly in the platform.

Support leaders gain access to robust real-time dashboards and actionable analytics, enhanced by AI-driven quality assurance that automatically evaluates interactions and provides insights for further human and AI agent coaching.

Zendesk incorporates native workforce engagement tools for agent scheduling, performance management, and automated quality assurance. Even with so many features, it maintains the flexibility to adapt effortlessly as businesses grow through easy configuration and dynamic scaling capabilities, whether your team has 1 or 10,000 agents.

Security and compliance are key priorities, with Zendesk using AWS infrastructure to safeguard customer information and help meet regulatory requirements common in sectors such as financial services, healthcare, and government.

With its intuitive omnichannel agent workspace design, fast implementation process, and effortless scalability, Zendesk simplifies customer service operations. By bringing essential features together on a single platform and eliminating unnecessary complexity, Zendesk aims to help contact centres deliver consistent, reliable service, whether supporting a small team or a global operation. 

Pros

Cons

Easy, out-of-the-box setup with seamless omnichannel integration AI-powered automation that improves speed and first contact resolution Unified solution for digital, voice, self-service, and agent tools Advanced voice features with global coverage via Amazon Connect Native workforce management and quality assurance for performance insights Intuitive, unified agent workspace that simplifies interactions and boosts productivity Enterprise-grade security and compliance on AWS infrastructure Fast implementation and effortless scalability for businesses of any size

Some advanced features require higher-tier plans AI-powered features may require change management for teams migrating from legacy voice-only systems May lack some deep niche features found in legacy CCaaS solutions

What people are saying:

• “It is very user-friendly… It solves productivity and SLA issues within my contact centre.”
• “The support team is A+++.”
• “The perfect tool for running your customer support organisation.”

2. Genesys Cloud CX

Best for large-scale omnichannel deployments

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Starting price	Free trial	Key features
£52.5 per user/month (billed annually)	Contact Genesys	Predictive engagement tools Journey orchestration workflows Real-time speech analytics Machine learning routing Cloud-native global architecture

Genesys Cloud is a contact centre platform that provides omnichannel customer service capabilities through a cloud-based infrastructure. The software enables organisations to manage customer interactions across voice, chat, email, social media, and messaging channels from a unified interface.

The tool offers routing algorithms, real-time analytics, and workforce management tools. Its enterprise-grade omnichannel orchestration capabilities allow businesses to create customer journeys across multiple touchpoints, with features including predictive dialling, quality management, and integration with CRM systems. The solution also provides automated callback options, sentiment analysis, and customisable dashboards for supervisors to monitor performance metrics.

Pros	Cons
Intuitive interface Wide range of reporting features	High maintenance costs Requires technical expertise and legacy infrastructure

What people are saying:

• “The platform is intuitive for agents and powerful for administrators.”
• “The lack of efficient bulk export capabilities has posed constraints for certain auditing and compliance activities.”
• “The prices for the solutions are very high, so many times, it is cheaper to integrate with an external solution than using the ones native to Genesys.”

Learn more: Discover how Genesys integrates with Zendesk and how Zendesk vs. Genesys compare.

3. Cisco Webex

Best for organisations already using Cisco infrastructure

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Starting price	Free trial	Key features
Contact Cisco	Contact Cisco	Desktop screen sharing Video customer interactions WebRTC browser softphone Integrated team messaging Single sign-on (SSO) access

Cisco Webex Contact Centre is a cloud-based customer service platform that integrates contact centre functionality with Cisco's collaboration and communications ecosystem. The Software provides agents with tools to handle customer enquiries across multiple channels while maintaining context and conversation history.

The platform includes unified communications integration, combining contact centre operations with video conferencing, team messaging, and file sharing capabilities. Key features include intelligent routing, real-time reporting, campaign management, and workforce optimisation tools. It offers pre-built integrations with business applications and provides APIs for custom development, allowing organisations to create customer service workflows that leverage Cisco's communication infrastructure.

Pros	Cons
Easy to use Friendly and self-explanatory interface	Learning curve for the admin portal Fewer third-party integrations

What people are saying:

• “An OK platform for online meeting and webinar needs.”
• “Reliable support… Cannot solve problems ourselves. Needs customer support.”
• “Webex's design is terrible, and its legacy features are hidden behind highly confusing-to-use additional interfaces that strangely worsen the primary UX's design.”

Learn more: Discover how Cisco integrates with Zendesk.

4. Avaya OneCloud

Best for companies transitioning from legacy systems

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Starting price	Free trial	Key features
$20 per user/month (billed annually)	Contact Avaya	Hybrid deployment options Session Border Controller Multi-tenant architecture Legacy system migration Disaster recovery features

Avaya OneCloud is a contact centre solution that offers deployment options across cloud, on-premises, and hybrid environments. The platform enables organisations to manage customer interactions while controlling their infrastructure choices and data residency requirements.

The Software's hybrid deployment flexibility allows businesses to customise their implementation based on operational needs, regulatory requirements, or existing technology investments. Features include omnichannel routing, workforce management, quality monitoring, and analytics capabilities. The platform supports integration with third-party applications and provides tools for agent desktop configuration, automated workflows, and real-time performance monitoring across different deployment models.

Pros	Cons
User-friendly setup Integrates well with Microsoft Teams	Suddenly removed support for contact centres with fewer than 200 seats Provides limited customer context

What people are saying:

• “It has a solid set of features in place for speech analytics.”
• “The use of this tool overall is excellent, but I feel it could be much more user-friendly and interactive.”
• “Dated on-premises VoIP solution. Behind the times.”

Learn more: Discover how Avaya integrates with Zendesk.

5. Amazon Connect

Best for builder-friendly innovation

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Starting price	Free trial	Key features
$0.018 per minute (voice), $0.004 per message (chat)	Limited free tier for 12 months	Visual contact flows AWS service integration Built-in global telephony Lambda function support

Amazon Connect is a cloud-based contact centre service that uses Amazon Web Services infrastructure to provide customer service capabilities. The platform offers pay-as-you-use pricing and can accommodate organisations of various sizes.

The service supports scalable cloud transformation, allowing businesses to establish or migrate contact centre operations without upfront infrastructure investments. Features include dynamic omnichannel routing, real-time and historical analytics, and integration with other AWS services, including machine learning tools. The platform provides a visual contact flow designer, automated agent scheduling, and built-in telephony capabilities for deploying and scaling customer service operations.

Pros	Cons
Useful third-party integrations Easy to use	Free tier is only available for 1 year Reporting needs improvement

What people are saying:

• “Reliable IVR with simple interface and ease of use.”
• “Needs to work with various other services.”
• “Support is too costly…it is an extra cost that small-scale organisations may face.”

Learn more: Discover how Amazon Connect integrates with Zendesk.

6. Five9

Best for basic workforce management needs

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Starting price	Free trial	Key features
£97.50 per user/month	Unavailable	Predictive dialler campaigns Real-time adherence monitoring Automated call scoring Workforce optimisation suite CRM screen pop

Five9 is a cloud-based contact centre platform providing customer service operations through analytics and automation. The software offers tools for managing inbound and outbound customer interactions across multiple communication channels.

It includes intelligent workforce optimisation features such as predictive analytics, automated scheduling, and performance management tools. Key capabilities include omnichannel routing, campaign management, real-time monitoring, and quality assurance tools. The solution provides reporting and analytics dashboards and integration options for CRM systems and business applications to streamline customer service workflows.

Pros	Cons
Complicated implementation Frequent product improvements	Complex user interface Weak downtime service level agreements (SLAs)

What people are saying:

• “Very reliable and customisable contact centre solution.”
• “It doesn't always seem like the team is on the same page or has the required knowledge to actually be able to thoroughly assist with support issues.”
• “The setup requires a considerable amount of Five9 knowledge to be implemented correctly. I had to learn for over two years before I was confident in building out the system for the company I was employed with.”

Learn more: Discover how Five9 integrates with Zendesk.

7. RingCentral

Best for small business communication consolidation

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Starting price	Free trial	Key features
£12.99 per user/month (billed annually)	7 days	Unified communications inbox Video meeting integration Call flip capability Mobile agent app 300+ app integrations

RingCentral Contact Centre is part of a unified communications platform that combines contact centre functionality with business phone systems, video conferencing, and team messaging. The software enables organisations to manage customer service operations within an integrated communication ecosystem.

The Software offers omnichannel routing, automated workflows, and real-time analytics alongside business communication tools. Capabilities include intelligent call distribution, queue management, performance monitoring, and integration with business applications. There’s also a unified interface for handling customer interactions while accessing collaboration tools and business data.

Pros	Cons
Flexible and easy to use Well-educated account specialists	Free trial only lasts 15 days Non-proprietary AI and no native WFM or case management

What people are saying:

• “Support staff have been awesome - knowledgeable and very helpful.”
• “Sometimes the integration fails to call, so I have to uninstall and reinstall or open the web page to ensure I can ring people quickly.”
• “Dialling out features and incoming call features were not very user-friendly.”

Learn more: Discover how RingCentral integrates with Zendesk.

8. 8x8

Best for international calling requirements

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Starting price	Free trial	Key features
Contact 8x8	Contact 8x8	Global phone numbers Multilingual support Compliance management tools Geographic disaster recovery

8x8 Contact Centre is a cloud-based customer service platform that provides international calling capabilities and communication features. The software enables organisations to manage customer interactions across multiple channels while supporting distributed teams and international operations.

The tool includes global connectivity solutions with features like international phone numbers, multilingual support, and compliance tools for various regulatory requirements. Key capabilities include omnichannel routing, workforce management, quality monitoring, and analytics dashboards. The solution provides integration options with business applications and offers tools for managing remote agents, automatic call distribution, and real-time performance tracking across different geographical locations.

Pros	Cons
Free trial lasts 30 days User-friendly platform	Requires specialised technical expertise Lacks granular reporting

What people are saying:

• “Cheap and cheerful. OK for an incoming contact centre.”
• “The analytics formulae can be a bit tricky to understand at first, and it would be helpful to have an easier way to track agent activity on a daily basis.”
• “The backend Software interface is very long in the tooth. The chat add-on looks like it's circa 2005. The email system for emailing within the system is also lacking.”

Learn more: Discover how 8x8 integrates with Zendesk.

9. Freshcaller

Best for budget-conscious small businesses

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Starting price	Free trial	Key features
Free	14 days	Website callback widget Multi-level IVR routing Call masking privacy Voicemail drop feature Time-based call routing

Freshcaller is a cloud-based phone system for small to medium-sized businesses seeking contact centre functionality. The platform offers phone systems with features like call routing, voicemail, call recording, and analytics capabilities.

Key functionalities include multi-level IVR, call queuing, team collaboration tools, and integration with business applications. The solution has automatic call distribution, real-time monitoring, customisable call flows, and more features that don’t require extensive technical expertise. However, some users have noted friction and limitations with internal support when resolving issues.

Pros	Cons
Free tier available Useful for remote teams	Unreliable customer support Steep learning curve for implementation

What people are saying:

• “It has a clean graphic interface, and it's not confusing for basic users.”
• “Sometimes customer support is just OK, but sometimes you wait days, even weeks, to get help.”
• “It’s expensive to add multichannel services and integrations like a chatbot, WhatsApp, and other essential tools.”

Learn more: Discover how Zendesk vs. Freshdesk compare.

10. Talkdesk

Best for companies prioritising analytics over service quality

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Starting price	Free trial	Key features
$85 per user/month (billed annually)	Contact Talkdesk	AI conversation analytics Automated quality scoring Real-time sentiment analysis Custom integration builder Performance gamification system

Talkdesk is a cloud-based contact centre platform that assists customer service through analytics and reporting capabilities. The software offers organisations insights into customer interactions and agent performance across multiple communication channels.

The contact centre includes CX analytics insight through reporting tools, real-time dashboards, and predictive analytics features. Key capabilities include omnichannel routing, workforce management, quality assurance, and integration with business applications. The solution provides customisable performance metrics, automated coaching tools, and customer journey analytics to help organisations understand their CX data.

Pros	Cons
Easy to use Schnell deployment	Free trial only lasts 15 days Limited call flows

What people are saying:

• “Talkdesk really saved us with our phone customer support.”
• “It's not a system that should be used if you have more than a hundred calls coming in at the same time, but if the call volume is low, it works just fine.”
• “The integration with our ticketing system is very poor. Our agents have a fair amount of issues with logging in and the occasional dropped call.”

Learn more: Discover how Talkdesk integrates with Zendesk and how Zendesk vs. Talkdesk compare.

11. NiCE CXone Mpower

Best for performance monitoring-focused teams

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Starting price	Free trial	Key features
$71 per agent/month (billed annually)	Unavailable	Speech text analytics Robotic process automation AI workforce scheduling Real-time agent guidance Automated coaching triggers

NiCE CXone Mpower is a contact centre platform focused on improving agent performance and managing customer experience. The Software provides tools for monitoring, coaching, and analysing agent interactions while maintaining service quality standards.

It includes quality monitoring, workforce optimisation, speech analytics, and automated coaching capabilities. Key functionalities include omnichannel routing, real-time analytics, compliance recording, and integration with business applications. The solution provides performance metrics, predictive analytics tools, and gamification features designed to support agent engagement and productivity while maintaining consistent service quality across customer touchpoints.

Pros	Cons
Intuitive interface Reliable infrastructure	Steep learning curve Difficult customisation options

What people are saying:

• “Its simplicity, integration and flexibility make it an effective solution.”
• “Custom reports are difficult to configure, and the learning curve for IVR Studio scripting is steeper than anticipated.”
• “It’s not easy to learn or use. Better training is needed.”

Learn more: Discover how NiCE CXone integrates with Zendesk.

12. LiveAgent

Best for simple ticket management

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Starting price	Free trial	Key features
$15 per agent/month (billed annually)	14 days	Universal communication inbox Built-in VoIP calling Social media monitoring Customer self-service portal Agent gamification leaderboards

LiveAgent is a multichannel help desk software that consolidates customer communications from various sources into a unified ticketing system. The platform enables organisations to manage customer enquiries from email, live chat, phone calls, and social media through a single interface.

The software includes multichannel ticket consolidation, automatically converting customer communications into organised tickets for tracking and resolution. Features include automated ticket routing, canned responses, time tracking, and knowledge base integration. LiveAgent provides real-time chat functionality, call centre capabilities, social media monitoring, and reporting tools that help customer service teams maintain organised

Pros	Cons
Simple, intuitive design Helpful customer service	Free trial only lasts 14 days Expensive for larger teams

What people are saying:

• “It was much easier to set up and configure than expected.”
• “The reporting isn't as easy as other platforms I have used.”
• “We needed to be able to attach help articles (from our knowledge base) to chats quickly, and LiveAgent does not have this feature. That feature saves agents so much time on a daily basis that it is critical for us.”

Learn more: Discover how Zendesk vs. LiveAgent compare.

13. Twilio Flex

Best for companies with extensive developer resources

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Starting price	Free trial	Key features
$150 per named user/month (billed annually)	5,000 user hours	Programmable platform APIs TaskRouter work distribution Plugin architecture system WebRTC browser communications Serverless function integration

Twilio Flex is a programmable contact centre platform that provides developers with customisation capabilities for building customer service solutions. The Software offers APIs and development tools that enable organisations to create contact centre applications.

The tool serves as a developer-centric customisation platform, allowing businesses to build customer service experience using Twilio's communication infrastructure. Key capabilities include programmable voice and messaging, flexible routing logic, custom agent interfaces, and integration with business systems through APIs. The solution provides real-time communication tools, analytics capabilities, and scalable infrastructure, enabling developers to create contact centre solutions matching their organisation's requirements.

Pros	Cons
Simple agent interface Helpful omnichannel support	Complex reporting Limited third-party WFM integrations

What people are saying:

• “It has a very easy interface and its integration with Zendesk is brilliant.”
• “Twilio Flex is not able to integrate with many systems which makes the process much more manual.”
• “The application often glitches and will lose connection.”

Learn more: Discover how Twilio Flex integrates with Zendesk and how Zendesk vs. Twilio Flex compare.

14. Vonage

Best for bespoke API development projects

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Starting price	Free trial	Key features
Contact Vonage	14 days	Programmable voice APIs Number insight verification Global messaging channels Video API integration

Vonage Contact Centre is part of a communications platform that provides businesses with cloud-based customer service capabilities integrated with programmable communication tools. The Software enables organisations to create communication experiences using API-driven architecture.

The service includes programmable communication APIs, allowing businesses to build customer interaction workflows using voice, messaging, and video capabilities. Features include omnichannel routing, real-time analytics, integration tools, and developer APIs for custom application development. The solution provides businesses with tools to create customer service experience while using Vonage's global communication infrastructure and compliance capabilities.

Pros	Cons
Flexible UI Great customer support	Limited reporting features Costly

What people are saying:

• “Reliable communication solution with powerful features.”
• “The complexity of setup and customisation can be challenging for users without technical knowledge.”
• “It’s a bit steep for just one phone number.”

Learn more: Discover how Vonage integrates with Zendesk.

15. ServiceNow

Best for IT-centric service desk operations

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Starting price	Free trial	Key features
Contact ServiceNow	Unavailable	IT workflow integration Automated SLA tracking Knowledge base synchronisation Mobile field service

ServiceNow Customer Service Management is a platform that integrates customer service operations with IT service management and business process automation. The software enables organisations to manage customer enquiries while using existing ServiceNow infrastructure and workflows.

The solution includes IT service integration, connecting customer service operations with internal IT processes, change management, and business workflows. Key capabilities include case management, knowledge base integration, automated routing, and service level agreement tracking. The solution allows organisations to link customer issues to internal IT incidents, automate resolution processes, and maintain service records across customer-facing and internal operations.

Pros	Cons
Comprehensive ticket tracking Organised platform	Steep learning curve for new users Occasional performance lags during peak usage

What people are saying:

• “Reliable platform for streamlining service requests and internal support.”
• “The initial setup and configuration can be complex and time-consuming, requiring a significant investment of time and resources.”
• “I dislike the lack of tracking capabilities for project-based work.”

Learn more: Discover how Zendesk vs. ServiceNow compare.

16. Salesforce Service Cloud Voice

Best for existing Salesforce CRM users

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Starting price	Free trial	Key features
£115 per user/month (billed annually)	30 days	Native CRM integration Einstein AI routing Automatic activity logging Lightning console workspace

Salesforce Service Cloud Voice integrates telephony capabilities directly into the Salesforce platform, enabling organisations to manage voice interactions alongside their existing CRM data and customer service processes. The software provides agents with customer context during phone conversations.

The contact centre offers CRM-native voice solutions, combining call centre functionality with Salesforce's customer relationship management capabilities. Features include automatic call logging, screen pop functionality, real-time transcription, and integration with Salesforce's automation tools. However, time-consuming, technical implementation and customisation require someone with Salesforce knowledge to complete.

Pros	Cons
Free trial lasts 30 days Highly customisable platform	High cost for add-ons and integrations Limited external integrations

What people are saying:

• “The number of features and flexibilities makes implementing basic CRM features effortless.”
• “You need a partner or expertise to implement and extensive training for users to adapt.”
• “Email-to-case can be a nightmare if you get a case stuck in a loop.”

Learn more: Discover how Salesforce integrates with Zendesk and how Zendesk vs. Salesforce compare.

17. Microsoft Dynamics 365

Best for Microsoft-only environments

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Starting price	Free trial	Key features
£84.60 per user/month (billed annually)	1 month	Office 365 integration Power Virtual Agents Microsoft Teams collaboration integration Power BI analytics

Microsoft Dynamics 365 Customer Service includes contact centre capabilities that integrate with Microsoft's business application ecosystem. The software enables organisations to manage customer interactions while using existing Microsoft infrastructure and productivity tools.

The platform includes Microsoft ecosystem integration, connecting customer service operations with Office 365, Teams, Power Platform, and other Microsoft business applications. Key features include omnichannel routing, case management, knowledge base integration, and automated workflows. The solution provides agents with Microsoft interfaces while offering capabilities like real-time collaboration, document sharing, and analytics that use the organisation's existing Microsoft technology investments.

Pros	Cons
Free trial lasts 1 month Easy-to-use platform	Limited features compared to competitors, and a high cost to access them Time-consuming customisations

What people are saying:

• “This tool really helps to make notes of key points from the customer.”
• “There is a lot of feature overload…there are so many options available that regression testing can become extremely difficult.”
• “I consider the price of the product to be a disadvantage, as well as the lack of guidance when using the app.”

Learn more: Discover how Zendesk vs. Microsoft 365 compare.

18. Aircall

Best for basic sales call tracking

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Starting price	Free trial	Key features
€30 per licence/month (billed annually)	14 days	Click-to-dial functionality Automatic CRM logging Local presence numbers PowerDialer outbound calling Real-time call monitoring

Aircall is a cloud-based phone system designed for sales and support teams seeking calling capabilities with CRM integration. The Software focuses on phone communications for customer engagement and lead generation.

The software includes sales team productivity features such as click-to-dial functionality, automatic call logging, local and international numbers, and integration with CRM and business tools. Key capabilities include call routing, voicemail transcription, team collaboration features, and real-time analytics dashboards. Sales and support teams get tools to track call performance, manage lead follow-ups, and maintain communication records within their existing business workflows.

Pros	Cons
Straightforward interface Reliable call quality	Free trial only lasts 7 days Limited report customisation options

What people are saying:

• “It connects to CRM systems very easily and automatically logs call records and creates call notes.”
• “While functional, the app occasionally lags or takes longer to load call data compared to the desktop version, which can be frustrating when I’m on the move.”
• “When I am in an active call, it locks the history and just shows me in an active call. There have been several times that I needed to access the history to get names or phone numbers from prior calls, but could not whilst I was in an active call.”

Learn more: Discover how Aircall integrates with Zendesk.

The best contact centre software combines high-quality voice with intelligent automation, omnichannel capabilities, and advanced, AI-powered analytics to deliver exceptional customer service. Here are the key features that your contact centre needs to provide human-first support for any customer need.

People-centric AI and intelligent routing

People-centric AI places human connection at the centre of every customer interaction. It intelligently matches customers with the right agents based on skills, expertise, context, and customer sentiment and intent.

Advanced routing algorithms consider factors such as agent availability, customer history, issue complexity, and language preferences to ensure each conversation begins with the best possible foundation.

AI-powered routing capabilities from Zendesk leverage machine learning to continuously improve matching accuracy based on historical interaction outcomes. This approach:

• Reduces wait times
• Improves first contact resolution (FCR) rates
• Creates more meaningful connections

Above all, people-centric, AI-driven customer service enables agents who are genuinely equipped to help customers succeed.

Omnichannel experience

A true omnichannel contact centre seamlessly connects every customer touchpoint—voice, email, live chat, social media, and messaging apps—into a unified conversation flow.

With an intelligent contact centre like Zendesk, customers can start a conversation on one channel and continue it on another without losing context or having to repeat information. This unified approach provides agents with complete visibility into the customer's journey across all channels. Agents can provide more personalised and efficient support while meeting customers where they prefer to communicate.

Native AI-assisted voice

Native AI-assisted voice capabilities far surpass traditional telephone support with real-time intelligence that enhances every conversation. Advanced speech analytics provide agents with:

• Live customer sentiment analysis
• Suggested responses
• Contextual information

This all happens during calls. Meanwhile, automated transcription and call summarisation reduce post-call work and allow agents to quickly move on to the next task.

The native voice solution from Zendesk includes built-in AI coaching that provides real-time guidance to help agents improve their performance during live calls.

Workflow automation

Workflow automation eliminates repetitive tasks and ensures consistent processes by automatically:

• Routing and escalating tickets
• Updating customer records
• Triggering follow-up actions based on predefined rules

Intelligent automation can assign tickets based on agent expertise and even resolve enquiries without human intervention. This reduces manual work for agents, speeds up resolution times, and ensures that critical processes are executed consistently every time, allowing teams to focus on complex customer needs that require human expertise.

Zendesk workflow automation includes advanced triggers and macros that you can customise without technical expertise. It’s easy for teams to automate their desired processes straight out of the box.

AI-driven reporting and analytics

AI-driven reporting transforms raw interaction data into actionable insights that drive continuous improvement across the contact centre. Advanced analytics help teams effortlessly spot trends in call centre metrics, shedding light on customer behaviour and agent performance. Predictive models then use those analytics to forecast demand and optimise staffing.

With Zendesk, customisable, real-time dashboards provide stakeholders with immediate visibility into key metrics. Automated reporting surfaces actionable recommendations to improve processes, reduce costs, and enhance customer satisfaction through data-driven decision-making.

Unified agent workspace

A unified agent workspace consolidates all the tools, information, and context agents need into a single, intuitive interface that adapts to each interaction. This centralised hub provides instant access to:

• Customer history
• Knowledge base articles
• Collaboration tools
• Relevant applications

Agents can access this information without having to switch between multiple systems. With Zendesk, they get side conversations in the Agent Workspace, so agents can collaborate internally whilst focusing on the customer interaction. The result is faster response times and improved agent satisfaction, as representatives can focus on solving customer problems rather than navigating complex software environments.

Quality assurance (QA)

Quality assurance goes beyond traditional call monitoring to comprehensively evaluate agent performance across all channels using AI-powered analysis.

Modern QA tools such as Zendesk QA can assess 100% of interactions in custom-created categories . Together with custom conversation insights, they identify coaching opportunities for both human and AI agents. This systematic approach:

• Makes customer service QA scalable across large teams
• Ensures consistent service quality
• Accelerates agent development
• Provides objective feedback

Teams can then easily use this new knowledge to continuously improve their customer service delivery.

Workforce management (WFM)

Intelligent contact centre workforce management optimises staffing levels and agent schedules using predictive analytics that account for:

• Historical patterns
• Seasonal trends
• Real-time demand fluctuations

Advanced tools such as Zendesk AI-powered workforce management software automatically generate schedules that balance customer service levels with agent preferences whilst providing real-time adherence monitoring and automated adjustments. This way, you know you have optimal coverage during peak periods while maximising agent productivity and satisfaction through fair, flexible scheduling practices.

Apps and integrations

Comprehensive apps and integration extend contact centre functionality by connecting seamlessly with existing business systems such as:

• CRM software
• Help desks
• Productivity tools

This is especially true when the apps and integrations are as plentiful as they are in the Zendesk Marketplace—over 1,800 and counting. Pre-built connectors and open APIs enable organisations to customise their contact centre environment while maintaining data consistency across all systems.

This ecosystem approach allows businesses to leverage their existing technology investments while adding powerful contact centre capabilities that enhance rather than replace their current workflows.

Choosing contact centre software means assessing your organisation's needs, tech, and growth. The best option integrates with current operations and scales with your business.

Ensure it integrates with your existing business systems

Select a contact centre solution with strong integration capabilities for your CRM, helpdesk software, and business applications. Seamless integration eliminates data silos and ensures smooth information flow, leading to a more efficient and cohesive customer service experience.

Look for pre-built connectors and open APIs for custom integration. Zendesk offers native integrations with leading business platforms and comprehensive APIs, making connecting with existing systems straightforward and reliable.

Look for out-of-the box implementation

Opt for solutions with rapid, simple deployment and minimal customisation. Top software offers pre-configured workflows, templates, and industry-specific settings for quick launches, while allowing customisation.

Out-of-the-box functionality with a tool like Zendesk reduces implementation costs, minimises disruption, and enables immediate improved contact centre services, avoiding lengthy configuration. Zendesk can be deployed in days rather than months, with industry-specific templates and guided setup for immediate productivity gains.

Prioritise service-oriented AI

Choose a contact centre solution with service-oriented AI, not generic automation. This specialised AI understands the nuance that excellent customer support requires. It offers features like sentiment analysis, conversation summarisation, and contextual agent assistance to boost resolution times and customer satisfaction by supporting human agents rather than just automating tasks.

Zendesk AI is specifically trained on billions of real customer service interactions, ensuring that intelligent features understand the context and nuances of support conversations.

Choose an easy-to-use tool

Choose contact centre Software with intuitive interfaces and updated designs for minimal training. Easy-to-use tools boost agent productivity and customer satisfaction by reducing errors and onboarding time.

The unified Zendesk Agent Workspace is designed with the agent experience in mind. It features intuitive navigation and customisable layouts that help new agents become productive within hours rather than weeks.

Get an all-in-one solution built specifically for service

Opt for a comprehensive, purpose-built contact centre solution over piecemeal solutions. An all-in-one system ensures seamless integration, consistent user experience, and unified reporting, simplifying management and boosting performance without compatibility issues.

The complete customer service tool from Zendesk eliminates the need for multiple suppliers by providing voice, digital channels, AI, and analytics in a single, integrated solution designed specifically for customer service teams.