Today’s contact center software solutions aren’t just customer communication platforms you can use to interact with your customers and prospects across various channels. Artificial Intelligence (AI) has made contact center software a lot more efficient and cost-effective. AI tools can make contact center agents more productive, automate many processes (like quality monitoring or resolving basic support requests), streamline contact center operations, and do so much more.
On top of that, AI contact center tools enable businesses to meet their customer expectations and deliver a better service experience in terms of speed, efficiency, and personalization. And this has become incredibly important for consumers. In fact, according to Salesforce, 80% of consumers say the experience a company provides is as important as its products and services, and 88% claim good customer service makes them more likely to purchase again.
If you’re looking to upgrade your current contact center tech stack – we’ve come up with a list of the best AI-based contact center software solutions worth your attention. Plus, we’ve outlined some of the most impactful AI features and capabilities to look for in your next contact center AI platform.
AI Tools and Features to Look for in Contact Center Software
AI conversation summary
This is an extremely helpful feature for call centers and contact centers. With AI conversation summarization, the system automatically generates accurate summaries of customer conversations (both voice and digital), including important insights like key points discussed, customer sentiment, action items, outcomes, and more. Alongside tracking performance metrics and KPIs, managers can use these insights to evaluate the quality of interactions and assess agent performance.
Speech analytics and keyword detection
Speech analytics solutions can automate and optimize the entire call center quality assurance process. These solutions can monitor and analyze 100% of your calls in real time, reducing the need for your QA team to do it manually and saving them a great deal of time and effort. AI speech analytics tools can also track specific keywords and key phrases and instantly notify managers when they occur in conversations. Overall, these solutions are great for call quality monitoring, staying on top of team performance, and ensuring compliance.
Sentiment analysis
AI-driven sentiment analysis solutions can help you constantly monitor and evaluate the emotions and attitudes expressed by customers during interactions. Using AI and Natural Language Processing (NLP) algorithms, these tools can determine the sentiment of the speaker and categorize it as either negative, neutral, or positive by analyzing multiple variables, such as the caller’s tone, intonation, word choice, pitch variations, and more. Being able to track customer sentiment right when interactions are happening enables agents to better adjust their own tone, deliver a more personalized and empathetic CX, and improve customer satisfaction.
Conversational AI chatbots and voice bots
As more consumers increasingly prefer to resolve issues independently, conversational AI chatbots and AI voice bots (or AI virtual agents) are gaining immense popularity. No wonder Gartner predicts that by 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations. With AI chatbots and voice bots, you can deliver customer support 24/7, even when your reps aren’t immediately available to answer questions and handle customer inquiries. If you truly want to stay responsive to the needs of today’s consumers, an ability to integrate AI chatbots and voice bots is a critical feature to look for in an AI-based contact center solution.
AI agent assist and reply suggestions
AI agent assist solutions can make your reps a lot more efficient, helping them resolve customer issues faster and more effectively, reduce handle times, and improve First Contact Resolution (FCR) and Customer Satisfaction Scores (CSAT). These tools retrieve information from your internal knowledge sources and provide agents with real-time guidance and recommendations on how to best respond in every interaction. For your reps, that means less time wasted on finding relevant information and retrieving customer data and more time to personalize each response, delivering a better experience.
Recommended reading: How AI Benefits Customer Service and How it is Used in Contact Centers
AI predictive dialing
While not every contact center needs an AI dialer – but for outbound call center teams, in particular, AI dialers are must-have call center automation solutions. With AI predictive dialers, sales reps can make more calls in less time, connect with prospects strategically, and run efficient outbound calling campaigns. An AI predictive dialer places multiple calls per agent even before an agent becomes available. That helps ensure that as soon as an agent completes their current interaction, they are instantly connected to the next answered call, with almost zero idle time in between.
Best AI Contact Center Software Solutions to Consider in 2025
Here are the top 5 contact center AI software solutions you need to check out in 2025:
1. VoiceSpin
VoiceSpin has been offering AI contact center software solutions for sales and customer service teams, making them much more productive. With AI Messaging, you can integrate multiple digital communication channels and let your team manage customer interactions across all connected channels from a single omnichannel inbox. A range of AI-driven features like AI reply suggestions, AI agent assistant, an integrated AI chatbot, and AI conversation summary enable you to accelerate your contact center operations and improve customer experience.
Beyond that, VoiceSpin offers one of the most advanced AI predictive dialing solutions on the market. It uses AI and Machine Learning (ML) to intelligently score and prioritize leads and connect them to the best-suited sales reps to help you maximize conversions. Additionally, other AI-powered features offered by VoiceSpin include AI speech analytics with keyword spotting and AI call summaries.
Key Features:
- Custom call routing and IVR
- Call queue management
- AI predictive dialing
- Bulk SMS text messaging
- Omnichannel messaging
- AI chatbot
- AI call summary
- AI speech analytics
- CRM integrations
- 24/7 support on all plans
Pricing:
Basic – $36 user/month (billed annually)
Advanced – $77 user/month (billed annually)
Enterprise – contact sales for a customized offer
2. Dialpad
Dialpad is an AI-powered call center software solution that allows you to integrate multiple digital communication channels, turning it into a contact center platform. In addition to basic features like IVR, call recording, in-queue callback, and advanced call controls, Dialpad offers a range of AI-powered tools and features that can automate and optimize many processes within your contact center – though most of these features aren’t available with the lowest-tiered plan.
The AI agent assist can provide agents with relevant information and suggest responses and next steps based on the context of the conversation. With AI scorecards, you can automatically grade every conversation against your quality metrics and streamline your quality assurance process. You can also integrate an AI chatbot that delivers natural-sounding responses to basic questions based on answers from your connected knowledge base.
Key Features:
- ACD and Interactive Voice Response
- In-queue callbacks
- Call transcription
- Digital channel integration
- AI scorecards
- AI CSAT
- AI Recaps (call summaries)
- Real-time agent assist
- AI chatbot
Pricing:
Essentials – $80 user/month (billed annually)
Advanced – $115 user/month (billed annually)
Premium – $150 user/month (billed annually)
3. CloudTalk
CloudTalk is a call center software platform that offers a solid range of inbound and outbound call management features and tools, including skill-based routing, IVR, AI smart queuing, live call monitoring, power dialing, and custom reporting. CloudTalk also provides SMS/ MMS text messaging and allows you to integrate WhatsApp. However, it lacks integrations with other digital communication channels.
CloudTalk offers the AI Conversation Intelligence add-on that is priced at $19 per user/ month and includes a number of AI-powered features like aggregated AI analytics dashboard, sentiment analysis, talk/listen ratio, topic detection, call summary, multilingual call transcription and translation, and more.
Key Features:
- Skill-based routing and IVR
- Business SMS text messaging
- Conference calls
- Auto dialer
- CRM integrations
- WhatsApp integration
- Advanced analytics and reporting
- AI call summaries and tags
- AI topic extraction and sentiment analysis
Pricing:
Starter – $25 user/month (billed annually)
Essential – $30 user/month (billed annually)
Expert – $50 user/month (billed annually)
Custom – contact sales for a tailor-made offer
4. Talkdesk
Talkdesk is a contact center software platform that combines both voice and digital communication channels (such as SMS, email, live chat, and social messaging). What’s distinctive about Talkdesk is that it also provides special packages for businesses in certain industries, including finance and insurance, healthcare, retail, and government.
Talkdesk’s key AI features include Talkdesk Autopilot (a virtual agent that uses Generative AI to answer customers’ questions), Talkdesk Copilot (an AI agent assist solution that provides real-time assistance to agents), Talkdesk Navigator (an AI-based omnichannel routing system), and more. But all of them come as paid add-on packages, contributing to the overall cost of the platform.
Key Features:
- Call routing and IVR
- Digital channel integration
- Real-time dashboards
- Power dialing/ preview dialing
- CRM integrations
- Talkdesk Copilot (AI agent assist)
- Talkdesk Autopilot (virtual agent)
- AI-based analytics
- Workforce management
Pricing:
CX Cloud Digital Essentials – $85 user/month
CX Cloud Essentials – $85 user/month
CX Cloud Elevate – $115 user/month
CX Cloud Elite – $145 user/month
5. Zendesk
Zendesk is a cloud contact center software platform that unifies a helpdesk ticketing system, voice, and digital communication channels (including email, live chat, WhatsApp, and social messaging apps). Zendesk is known for its extensive library of third-party integrations, with 1000+ integration options available. It also allows you to integrate AI-powered chatbots (AI agents) that can automate and resolve your customers’ issues across multiple channels.
In addition to standard pricing plans, you can purchase the advanced AI add-on priced at $50 per agent/month (billed annually), which is available at the Professional and higher plan levels. It includes Agent copilot, AI-powered workflows, Generative AI writing tools, and other AI-driven features.
Key Features:
- Ticketing system
- Voice and digital channel integration
- Help center
- Self-service customer portal
- Prebuilt analytics dashboard
- AI agents
- Agent copilot (AI agent assist)
- Workforce management
- Third-party integrations
Pricing:
Suite Team – $55 user/month (billed annually)
Suite Growth – $89 user/month (billed annually)
Suite Professional – $115 user/month (billed annually)
Suite Enterprise and Suite Enterprise Plus – talk to sales for a quote
6. JustCall
JustCall offers a solid range of inbound and outbound call management features, including intelligent call routing, IVR, call queues, queue callbacks, a sales dialer with preview and power dialing modes, and more. It also offers bulk SMS messaging and allows you to integrate WhatsApp. On the downside, however, you cannot connect other digital channels. If you’re looking for a contact center solution to manage all your channels (voice and digital) from one platform, JustCall might not be the best option.
With JustCall, though, you can leverage lots of AI-driven features and tools. These include AI transcription and call summary, sentiment analysis, AI call scoring, AI agent assist, AI coaching, SMS copilot, and other features to automate processes and streamline customer interactions.
Key Features:
- Intelligent routing and IVR
- Sales dialer
- AI transcript and summary
- AI-powered script compliance
- AI-powered call scoring
- Bulk SMS campaigns
- WhatsApp integration
- Real-time agent assist
- Advanced analytics and reporting
Pricing:
Team Plus – $49 user/month, 2 users minimum (billed annually)
Pro Plus – $89 user/month, 2 users minimum (billed annually)
Business Plus – 10 users minimum, contact sales for a quote
Improve CX and Operational Efficiency with VoiceSpin’s AI Contact Center Solutions
AI can truly be a game-changer for your contact center. If you haven’t yet implemented AI tools into your customer communication processes, you’re missing out on so much of what AI can actually do for your business, from improved efficiency and better CX to everything in between. Because at VoiceSpin, we’ve always believed that AI is going to completely reshape the contact center industry (and we see it already happening!), we’ve invested in building many AI-powered features and capabilities.
- AI Messaging: AI Messaging allows you to integrate multiple digital communication channels (like email, live chat, social media, WhatsApp, and dozens more) so your team can manage conversations across all the integrated channels from a single inbox, delivering a seamless CX. And with features like AI reply suggestions, custom labels, and automation rules, you can speed up your customer support process.
- AI Conversation Summary: The AI conversation summary feature generates concise summaries of customer interactions that include key points, action items, outcomes, and more insights so agents don’t have to document this information manually. With instant access to conversation summaries, your reps can quickly understand the context of previous interactions without having to read through entire transcripts or listen to call recordings.
- AI Chatbot: By integrating an AI chatbot and training it on your knowledge sources, you can deliver customer support around the clock and provide instant answers to your customers even when your reps aren’t immediately available. The AI chatbot can answer basic questions, guide your customers to resolutions, and seamlessly transition conversations to human agents when needed while preserving the full context.
- AI Predictive Dialer: VoiceSpin’s AI Dialer is a powerful solution for outbound call center teams. The dialer’s AI and Machine Learning algorithms can predict agent availability, intelligently score prospects, and connect them to the best-suited sales reps based on the probability of a successful conversion, helping your sales team increase the efficiency of your outbound calling campaigns.
- AI Speech Analyzer: With an AI speech analyzer, you can monitor 100% of your inbound and outbound calls in real time to evaluate agent performance, identify training gaps and opportunities, and automate your entire call center performance management process. What’s more, you can track specific keywords and key phrases and prevent non-compliance issues before they become bigger problems.
Book a quick, no-obligation demo call now to learn more about these and other contact center solutions VoiceSpin has to offer and how they can benefit your business.
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