List of the Top 16 Call Center Software for Genesys Cloud CX in 2025

QEval is an innovative cloud platform that assists call centers in efficiently managing their quality assurance and compliance requirements. It boasts essential features such as online coaching integration for agents, role-specific access controls, secure recordings, and comprehensive trend analysis. Serving as a multifunctional and intelligent tool for quality monitoring and performance management in contact centers, QEval employs cutting-edge artificial intelligence alongside real-time speech analytics to deliver valuable insights and analytics. This platform enhances the coaching process by providing timely training updates and improving visibility into coaching methodologies, advancing beyond traditional checkbox evaluations. By utilizing AI-powered speech analytics, QEval reveals critical performance insights, including emotional indicators, thereby elevating call center quality monitoring and enabling more effective coaching for agents. Furthermore, this approach not only optimizes performance but also enriches the overall training experience within the call center environment.

AI-Mediated Conversations (AI-MC) serves as an automated phone routing solution that leverages emotion AI and voice data to effectively connect customers with the most suitable agent for their needs. This intelligent matching process is informed by profile data and advanced algorithms, honed through extensive research in natural language processing and behavioral signal analysis. In every interaction, regardless of the context—be it sales, support, or collections—there exists an enabler that facilitates the achievement of mutual goals, often manifested in the formation of rapport between individuals. The dynamics of human interaction vary significantly, as the level of affinity between two people can profoundly influence the outcome of their communication. Certain personality traits and behaviors enhance our compatibility with specific individuals, thereby impacting the effectiveness of conversations aimed at boosting sales or improving collections. By strategically guiding these conversational dynamics, businesses can optimize their interactions. Additionally, our Oliver API acts as the driving force behind AI-MC, providing essential support for other integrations like Genesys and Uniiphore that seek to harness Emotion AI capabilities. This interconnected technological framework not only enhances customer experience but also streamlines operational efficiency across various platforms.

Zendesk functions as a powerful customer support platform designed to enhance support workflows and elevate the customer experience. It provides a comprehensive set of features, including AI-driven automation, messaging capabilities, live chat options, and customizable workflows, allowing businesses to offer personalized and effective assistance across multiple channels. Additionally, the platform seamlessly integrates with various other applications and delivers real-time analytics, which help organizations make well-informed, data-driven decisions. Suitable for businesses of all sizes—from new startups to large enterprises—Zendesk emphasizes scalability, security, and user satisfaction. By offering such adaptable solutions, it ensures that companies can flexibly modify their customer service strategies to keep pace with changing demands, thereby fostering long-term relationships with their clients. This adaptability is crucial in a fast-evolving market where customer expectations are continually on the rise.

Livepro serves as the perfect Knowledge Management solution tailored for Customer Service and Experience. This versatile platform can be utilized in a variety of environments, such as at service counters, in field operations, or for customer self-service applications. It is designed to enhance customer experience scores while simultaneously decreasing the time required for training new employees. Additionally, Livepro promotes compliance and boosts staff engagement, making it a comprehensive tool for customer experience management. Unlike traditional systems that rely on extensive and complicated documentation, Livepro prioritizes delivering concise answers to agents. Its robust functionalities, including efficient search capabilities and straightforward process guidance, facilitate this approach. The user-friendly interface of Livepro minimizes the need for extensive training, which in turn fosters greater staff confidence and elevates customer satisfaction levels. By leveraging Livepro, businesses can achieve a remarkable 25% reduction in average handling time (AHT) and a decrease in call transfers by up to 35%. As a result, companies experience improved staff engagement and shorter onboarding times. Furthermore, the platform enhances compliance and mitigates risk through its authored content and SOC-certified secure data features. With Livepro, organizations are well-equipped to deliver exceptional customer service while optimizing operational efficiency.

Revolutionize your quality assurance with the expertise of Speech Analytics: CallFinder's advanced speech analytics software streamlines antiquated manual QA procedures, allowing you to conserve time while delivering instant insights for informed decision-making. Focus your efforts on coaching agents about the aspects that truly resonate with both your business objectives and customer satisfaction. By leveraging this innovative technology, you can enhance the overall efficiency of your operations.

IBM watsonx Assistant represents an innovative conversational AI platform that enables a diverse range of users, including those without technical expertise, to seamlessly create generative AI assistants that provide smooth self-service experiences for customers on any device or channel, enhance employee efficiency, and expand organizational capabilities. The platform boasts an intuitive design featuring a drag-and-drop conversation builder along with ready-made templates, making it accessible for all users. It incorporates advanced Large Language Models, Large Speech Models, Natural Language Processing and Understanding (NLP, NLU), as well as Intelligent Context Gathering, which work collectively to enhance comprehension of conversational context in natural language. Additionally, it employs retrieval-augmented generation (RAG) techniques to deliver precise, contextual, and timely conversational responses at all times, ensuring that interactions are rooted in the company's knowledge base. This comprehensive approach not only streamlines communication but also fosters a more interactive and responsive customer engagement strategy.

Genesys Cloud EX is an innovative platform designed to elevate the experiences of employees in contact centers and organizations that prioritize customer engagement. By integrating powerful workforce engagement management (WEM) tools, it streamlines key operations such as scheduling, performance tracking, and skill development. With the help of AI-driven insights, supervisors can identify areas for improvement while providing customized coaching and growth opportunities for their teams. The platform encourages a collaborative, transparent, and supportive work environment through intuitive dashboards and integrated communication tools. Its cloud-based architecture not only enhances productivity and boosts employee morale but also guarantees excellent customer service, making it an essential resource for contemporary businesses. Furthermore, Genesys Cloud EX’s commitment to ongoing development and employee engagement establishes a new benchmark for both staff and customer satisfaction, ultimately driving success in the competitive market.

Elevate your customer service capabilities using Salesforce Service Cloud, recognized as the leading and most all-encompassing customer support application globally. This platform provides organizations with a broad spectrum of features designed to assist clients through their chosen communication methods, such as phone, email, chat, and SMS. Among its impressive functionalities are a dynamic lightning console, streamlined case management, omni-channel routing, seamless telephony integration, video chat features, and social media support, to name just a few. By leveraging these robust tools, you can guarantee that your customers enjoy the tailored attention they need, regardless of their location. Additionally, the platform's adaptability ensures it can evolve with your business's changing needs, further enhancing the customer experience.

Daisee creates innovative technology designed to provide profound insights into the behavioral, emotional, and commercial interactions of customers. Utilizing a groundbreaking digital quality scorecard, Daisee automatically evaluates every customer interaction, pinpointing quality assurance challenges that necessitate human attention in critical aspects like compliance, communication, and conduct. This advanced software enables organizations to look beyond mere words and discover the underlying emotions present in their conversations, revealing the true thoughts and feelings of customers. With its ease of deployment across various telephony systems, Daisee empowers businesses to swiftly generate value. Currently, Daisee operates globally, with services available in Australia, New Zealand, and the United States, thereby expanding its reach and enhancing customer experiences worldwide.

Balto is an innovative software designed to enhance your call closing capabilities. This pioneering live call guidance tool assists in boosting sales, optimizing your sales team, and facilitating business growth. As the first of its kind, Balto utilizes AI to analyze conversations on both sides of the call, providing immediate and essential information to representatives engaged in the call. 1. Real-Time Insights Balto stands out as the original software for real-time call guidance. 2. Comprehensive Call Tracking With Balto, you can meticulously track every conversation, allowing you to gather precise data on how effectively each representative communicates, the types of questions they pose, and which value propositions yield the best results. Featuring a robust data studio, Balto enables you to delve deeper into your call strategies and improve overall performance. 3. Continuous Improvement Representatives benefit from real-time suggestions that empower them with the right phrases to use in order to secure more deals, ensuring that every call is an opportunity for growth. Through continuous optimization and analysis, Balto ensures your sales team is always performing at its peak.

Enable customers to schedule calls at their own convenience while also ensuring compatibility with the brand's timetable. Effortlessly transfer the context to the agent to prevent customers from having to repeat themselves unnecessarily. With quick integration into pre-existing technologies, enterprise brands can transform the customer experience efficiently. The success of any tool hinges on recognizing its significance to your specific requirements. Consequently, Mindful invests considerable resources into equipping clients with actionable insights regarding the use of its features in call center activities and customer experience metrics. Real-life personnel at Mindful gather data from your callback experiences, providing critical perspectives on how Mindful's attributes affect performance indicators. By examining this data, you can develop a more profound understanding of how Mindful’s functionalities fit within your customer engagement strategies. These insights not only improve operational effectiveness but also cultivate a more meaningful connection between the brand and its clientele. Ultimately, this comprehensive approach leads to enhanced satisfaction for both the business and its customers.

Surpass your rivals with advanced AI-driven software designed for the future, enabling you to effectively engage and manage teams in various settings such as contact centers, branch offices, and back offices. With both humans and bots adeptly addressing intricate requests across diverse channels and locations, Workforce Engagement empowers you to: Achieve a harmonious balance between employee flexibility and optimal staffing levels, Evaluate and enhance the quality of interactions, Access in-depth insights into conversations across all engagement channels, Utilize real-time AI assistance to ensure the best possible outcomes. Verint Workforce Engagement stands out as a Customer Engagement Platform that leverages AI and automation, offering top-tier capabilities for managing and analyzing customer interactions while continuously driving improvements. This versatile platform is designed to accommodate all customer engagement scenarios, extending beyond just contact centers, and is constructed on an open architecture to foster integration. Ultimately, it positions organizations to stay ahead in an ever-evolving landscape.

OpenText™ Qfiniti is a multifaceted platform tailored for optimizing workforce performance, which centrally coordinates solutions for examining interactions across multiple channels, offering real-time assistance to agents, and improving the management of call center operations. The system adeptly provides timely and actionable insights into customer experiences, allowing organizations to better comprehend these interactions and elevate their service standards globally. It can be deployed either on-premises or through cloud services, ensuring seamless compatibility with a variety of contact center telephony systems and CcaaS providers like Amazon Connect, Twilio, RingCentral, and Genesys. Furthermore, Qfiniti includes comprehensive performance evaluation tools that pinpoint coaching opportunities for agents while enabling users to effortlessly create and modify assessments online, aided by user-friendly scoring and navigation options. By utilizing distinctive metrics such as agent performance rankings, skill sets, seniority levels, and availability, the platform facilitates effective scheduling and helps organizations accurately project staffing requirements, ensuring the optimal allocation of both single and multi-skilled agents. The adaptability in deployment and integration makes Qfiniti an essential solution for companies striving to improve their customer service operations, ultimately leading to enhanced overall satisfaction for both agents and customers.

Our clients utilize our flexible and scalable solutions to discover innovative methods for minimizing call center costs, boosting revenue opportunities, and reducing compliance risks. By harnessing cutting-edge technologies like AI, Natural Language Processing, and Intelligence Tools, we convert raw, unstructured call data into structured, valuable datasets that enable thorough analysis. This capability empowers companies to make data-driven decisions based on every interaction across sales, service, or marketing channels. Our Voice Analytics software proficiently transcribes conversations from contact centers and organizes the resulting information into practical insights. Thanks to natural language processing (NLP), the recordings are automatically transcribed for user convenience. Moreover, our top-tier query solution enables users to effectively analyze, inspect, and categorize calls. We also ensure automatic identification and redaction of sensitive data, such as PCI and PII, from both audio and transcripts to uphold privacy and security. Our system employs 40 paralinguistic metrics, which encompass silence, overtalk, dynamism, and sentiment, to deliver in-depth insights. By leveraging machine learning, we can accurately identify and forecast complex behaviors, further enhancing our clients' strategic capabilities. In addition to voice data, we broaden our analytical reach to include chat, email, CRM, and support interactions, fostering a comprehensive understanding of customer engagement while continuously improving our tools for optimal results. This ongoing refinement ensures that our clients remain at the forefront of industry standards and can adapt swiftly to changing market dynamics.

Elevate your customer service by implementing AI-enhanced contact center solutions that replicate human-like interactions, lower operational costs, and enable your human agents to focus on more intricate issues. Utilizing Contact Center AI allows you to meet these objectives with ease. This innovative technology empowers agents to address more complex queries while providing them with instant access to vital information and structured workflows. Enjoy genuine customer exchanges that support accurate multi-turn conversations, all powered by sophisticated deep learning technologies modeled after Google Assistant. Convert your dialogues into actionable insights through comprehensive analytics and reporting that uncover key elements impacting calls, customer sentiments, and beyond. By harnessing robust AI capabilities, Contact Center AI not only transforms the way conversations are held but also enhances overall user experiences. Equip your teams with actionable insights that drive performance improvements, creating virtual agents that advocate for your customers and uplift satisfaction levels. Consequently, the future of customer service evolves into a realm characterized by both innovation and operational efficiency, ensuring lasting relationships with your clientele. This transformation paves the way for businesses to stay ahead in a rapidly changing landscape.

AI is revolutionizing the customer service landscape today and is set to continue doing so well into the future, and with our cutting-edge AI platform, you can step into a new era of contact center operations. We provide an all-encompassing AI contact center solution that merges human skill with artificial intelligence, aiming to transform customer service for the upcoming decade. Parloa carefully integrates and tailors the most powerful AI tools, enabling your organization to realize up to a 15% improvement in performance right from the outset. Our platform is designed with an array of typical use cases that require no extra input from your team, allowing your business units to easily access essential AI technologies without relying on IT support. You can smoothly implement automation processes via a straightforward drag-and-drop interface, allowing you to manage AI features without any programming knowledge. Our strong technical framework ensures full visibility over each facet of both calls and chats, providing unparalleled quality in automation. Moreover, this intuitive approach makes it possible for businesses of all sizes to adopt sophisticated AI solutions without encountering a steep learning curve, fostering innovation and efficiency across the board. As a result, your organization can focus on enhancing customer satisfaction while leveraging the full potential of AI-driven insights.