Contact Center Software: Compare 6 Leading Solutions

Inside CRM Comparison Guide: Contact Center Software
Genesys
Telecommunications
Laboratories Inc.
Oracle Corp.
Verizon Business
Contactual Inc.
Five9.com Inc.Interactive Intelligence Inc.
Contact Center SoftwareSiebel Contact Center IP Contact Center
OnDemand Contact CenterCall Center SuiteCustomer Interaction Center
Hosted, Hybrid
Premise, Hosted, HybridPremise, Hosted, HybridHosted
Hosted
Premise, Hosted
Features
Toll-Free Numbers
No
Yes
Yes
No
Yes
No
ACD and Routing
Yes
Yes
Yes
Yes
Yes
Yes
Auto Attendant
Yes
Yes
Yes
Yes
Yes
Yes
Computer Integration
Optional
Yes
Yes
Yes
Yes
Yes
IVR
Yes
Yes
Yes
Yes
Yes
Yes
Multichannels
Email, chat, video, SMS, WebEmail,, fax,, Web
Chat,, email,, fax
Web,, chat
Internal chat onlyyEmail,, Web chat,, fax,, online
CRM Integration
Yes
With Oracle Siebel CRMNo
Yes
Yes
Yes
Cross-Sell Opportunities
No
Yes
No
No
No
Yes
Quality Monitoring
Multichannel
No
No
No
No
No
Yes
Agent Scoring
No
No
Yes
No
Yes
Yes
Satisfaction Surveys
No
No
No
No
No
Yes
Interaction Tracking
No
Yes
Yes
Yes
No
Yes
Work Force Management
Yes
Yes
Yes
No
No
Yes
Real-Time Monitoring
Whisper/Barge
No
No
No
No
No
Yes
Email Tracking
No
No
No
No
No
Yes
SMS Alerts
No
No
No
No
No
Yes
Knowledge Database
No
No
No
Yes
No
No
Outbound Campaigns
Predictive Dialer
Yes
No
No
No
Yes
No
Campaign Reporting
Yes
No
No
No
Yes
No
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