AI tools for contact centers help you analyze every customer interaction, coach agents effectively, and maintain compliance standards automatically.
These platforms use natural language processing and machine learning to transform raw conversations into actionable insights that drive better business outcomes.
According to IBM research, implementing AI agents into contact centers can drive a 50% reduction in cost per call while simultaneously increasing customer satisfaction scores. Gartner predicts that by 2028, at least 70% of customers will use a conversational AI interface to begin their customer journey.
Let me walk you through the best tools available in 2026 and beyond.
Table of Contents
A. Best AI call center software shortlist
Here’s my pick of the 9 best software from the comprehensive tools reviewed:
- Enthu.AI – Best for automated QA and agent coaching
- NICE CXone – Best for enterprise-scale omnichannel operations
- CloudTalk – Best for small to mid-sized sales teams
- Nextiva – Best for scalable customer experience platforms
- Five9 – Best for blended inbound/outbound environments
- Dialpad – Best for AI-powered communication insights
- Talkdesk – Best for AI voice assistants and automation
- Observe.AI – Best for real-time AI coaching and analytics
- Convin.AI – Best for compliance and conversation analysis
B. Best AI tools for contact center: comparison table
This comparison chart summarizes pricing details for my top AI call center software selections to help you find the best one for your budget and business needs.
| Tool | Best For | Starting Price |
| Enthu.AI | Automated QA and coaching | Custom pricing |
| NICE CXone | Enterprise omnichannel | Custom pricing |
| CloudTalk | Sales and support teams | $27/user/month |
| Nextiva | Scalable CX platforms | $23/user/month |
| Five9 | Outbound sales strategies | $119/seat/month |
| Dialpad | Communication insights | $27/user/month |
| Talkdesk | AI voice automation | $85/user/month |
| Observe.AI | Real-time coaching | Contact sales |
| Convin.AI | Compliance monitoring | Contact sales |
C. 7 types of AI tools for contact center
Now that we’ve explored the benefits of AI tools for contact centers, let’s take a closer look at the different types of AI tools available:
1. Conversation intelligence
Conversation intelligence software analyzes customer interactions using natural language processing and machine learning algorithms. These tools identify key conversation elements, extract valuable data, and provide actionable insights for improving customer service.
You gain insights into customer sentiment, agent performance, and compliance adherence across every call.
2. Automated call monitoring
Automated call monitoring AI systems continuously evaluate customer-agent interactions without manual review. They detect anomalies, identify compliance issues, and provide immediate feedback to agents and supervisors.
This technology enhances quality control and helps maintain consistency in customer service.
3. Chat analysis
Chat analysis tools analyze text-based customer interactions, including chat messages and emails. AI-powered chat analysis detects customer sentiment, identifies frequently asked questions, and suggests relevant responses to agents.
This improves contact center efficiency and accuracy in written communications.
4. Coaching and reporting
Coaching and reporting tools provide targeted feedback to agents based on performance data. They identify coaching opportunities, create personalized coaching plans, and generate detailed reports to track agent progress.
This data-driven approach leads to continuous improvement in agent skills and enhanced customer experiences.
5. Quality assurance
Quality assurance tools powered by AI ensure customer interactions meet predefined quality standards. These tools evaluate calls and interactions, flag compliance issues, and provide actionable insights for improvement.
You maintain consistency and excellence in customer service through automated evaluation.
6. Chatbots and virtual agents
Chatbots and virtual agents provide round-the-clock availability, addressing customer inquiries at any time. They automate routine tasks, handle common queries efficiently, and alleviate the workload of human agents.
Their scalability allows contact centers to manage surges in inquiries effectively without additional staffing.
7. Call routing and intelligence (IVR)
Call routing and intelligence systems efficiently direct incoming calls based on caller input. IVR reduces wait times by ensuring callers reach the appropriate agent or department swiftly.
IVR’s ability to access customer data enables personalized interactions, improving first-call resolution rates.
D. 9 Best AI contact center software
Our team spent the last two months diving deep into AI contact center platforms. We analyzed user reviews across G2, Capterra, and other trusted review sites to understand real user experiences.
We tested each platform hands-on for different use cases. You’ll find detailed breakdowns of key features, honest pros and cons, integration options, and ideal use cases for each tool. This helps you choose the right AI solution that matches your specific needs and budget.
1. Enthu.AI
Enthu.AI is an agentic AI platform that automates contact center workflows from quality assurance to real-time agent assistance. The platform transcribes every customer conversation with speaker labels and precise timestamps, making it easy to review and search later.
Top features
- Auto-scoring: Calls are scored using AI across parameters like empathy, compliance, and script adherence
- Real-time assistance: Provides live guidance to agents during customer conversations
- Automated summaries: Auto-generates summaries from conversations, extracting key points instantly
- Compliance monitoring: Tracks regulatory adherence automatically across all interactions
- Agent coaching: Identifies improvement areas and delivers actionable feedback
Pros:
- Quick implementation compared to traditional speech analytics (hours vs. months)
- Reduces compliance review time by 90%
- Cuts new agent onboarding time by half
- Improves appointment set rates
Cons:
- Pricing not publicly available
- Requires integration with existing systems
Why we chose Enthu.AI
Enthu.AI delivers the easiest-to-use AI platform with measurable impact on key metrics. Your team can implement it in hours, not months, making it ideal for contact centers that need fast results without lengthy configuration periods.
G2 rating: 4.9/5
2. NICE CXone
NICE CXone is a comprehensive cloud platform that unifies omnichannel routing, workforce engagement, analytics, automation, and AI. The platform is purpose-built for organizations that need deep, integrated coverage across the entire customer experience journey.
Top features
- Enlighten Copilot: Provides real-time agent assistance during customer interactions
- Enlighten AutoSummary: Automatically documents interactions
- Interaction analytics: Processes 100% of conversations for insights
- Workforce engagement: Integrated workforce management tools
- Omnichannel routing: Seamless routing across all communication channels
Pros:
- Unified suite of tools including workforce management
- Capable IVR with easy access to call recordings
- Enterprise-grade security and compliance
- Regular third-party audits for data protection
Cons:
- Can feel overwhelming for lighter use cases
- Higher price point for enterprise features
- Implementation complexity reported by some users
Why we chose NICE CXone
NICE CXone offers the most comprehensive platform for large enterprises that need integrated AI across every touchpoint. Your organization benefits from processing 100% of conversations with advanced analytics that drive continuous improvement.
G2 rating:4.3/5
3. CloudTalk
CloudTalk is a feature-rich contact center solution designed for sales and support teams that need to leverage data and automate workflows. The platform focuses on delivering comprehensive features even at entry-level pricing tiers.
Top features
- Real-time analytics: Live dashboard and reporting capabilities
- Power dialer: Automates outbound campaigns
- Smart routing: Advanced IVR systems for efficient call distribution
- Live call monitoring: Enables supervisors to listen and whisper coaching
- Speech-to-text: Automatic call transcription
Pros:
- Competitive pricing starting at $25/user/month
- 24/7 support on higher tiers
- Advanced analytics on the essential plan and above
- Strong CRM integrations
Cons:
- AI features require an add-on at $9/user/month
- Advanced features are limited to the expert tier
- May require annual billing for best rates
Why we chose CloudTalk
CloudTalk delivers strong value with feature-rich offerings even at the Starter level. You get crucial features like advanced analytics and integrations without jumping to the highest pricing tier.
G2 rating: 4.4/5
4. Nextiva
Nextiva provides a complete AI-powered customer experience platform that scales from brand-new businesses to large enterprises with 10,000+ users. The platform acquired Thrio, an enterprise CCaaS platform with deep AI capabilities, proving its commitment to innovation.
Top features
- Powerful workflow engine: Drag-and-drop builder for custom automation
- True omnichannel: Routes voice, chat, email, SMS, social, and messaging apps
- AI-powered bots: Conversational AI for voice, chat, and text
- Advanced inbound routing: Skills-based, time-of-day, and speech-recognition IVRs
- Outbound campaign management: Dynamic scripting and smart dialing
Pros:
- Nearly infinite scalability for growing businesses
- Lightweight option for smaller teams under 100 agents
- Excellent reliability and five-star support
- Volume and term discounts available
Cons:
- Full feature set requires midsize/enterprise investment
- Complex setup for advanced workflows
- Some features limited to higher tiers
Why we chose Nextiva
Nextiva offers unmatched scalability without forcing you to switch platforms as you grow. Your team benefits from a modern, cloud-based solution that handles both simple phone systems and complex omnichannel contact center operations.
G2 rating: 4.5/5
5. Five9
Five9 excels in outbound sales strategies and blended inbound/outbound environments with its predictive and progressive dialers. The platform’s AI-driven automation and strong CRM integrations make it effective for sales and customer service teams focused on operational performance.
Top features
- Five9 Genius AI: AI-driven automation for smart routing
- Agent Assist: Real-time assistance during calls
- Predictive dialing: Optimizes outbound calling efficiency
- Speech analytics: Real-time speech analytics with sentiment detection
- Intelligent virtual agents: AI-powered customer interaction handling
Pros:
- Proven at enterprise scale across geographies
- Strong native integrations with Salesforce, ServiceNow, Microsoft, Oracle
- AI-driven features boost agent productivity significantly
- Comprehensive omnichannel engagement suite
Cons:
- Implementation can be difficult according to reviews
- Custom pricing requires sales contact
- Learning curve for advanced features
Why we chose Five9
Five9 delivers the best solution for teams running blended inbound/outbound operations. Your agents benefit from AI-driven automation that optimizes call routing and provides real-time insights to close more deals.
G2 rating: 4.1/5
6. Dialpad
Dialpad offers AI-powered communication insights with advanced features reserved for higher-tier plans. The platform provides comprehensive call center management capabilities with varying price points for different business sizes.
Top Features
- AI CSAT: Automated customer satisfaction measurement
- AI Scorecards: Performance evaluation tools
- Real-time transcription: Live call transcription capabilities
- Post-call analytics: Detailed insights after every interaction
- CRM integrations: Seamless connection with major CRM platforms
Pros:
- Affordable entry-level pricing at $15/user/month
- Pro plan available at $25/user/month annually
- Strong AI capabilities for transcription and analysis
- Suitable for remote teams
Cons:
- Most powerful AI tools limited to Premium plan at $150/user/month
- Contact Center plans start at $60-$80/user/month
- Per-minute charges on some Contact Center plans
- Hidden fees for extra numbers and faxing
Why we chose Dialpad
Dialpad provides solid AI capabilities at competitive pricing for teams that don’t need full enterprise features. You can start with basic plans and scale up as your AI needs grow.
G2 rating: 4.4/5
7. Talkdesk
Talkdesk leverages AI to ensure fast and reliable customer support with amazing auto-dialing capabilities. The platform’s AI Voice Assistants handle repetitive customer care tasks and auto-direct customers to the right agents.
Top features
- AI Voice Assistants: Handles repetitive queries automatically
- Customer service automation: Streamlines support workflows
- AI-powered omnichannel: Elevates customer experience across channels
- Smart routing: Directs customers based on issue type
- Real-time analytics: Provides immediate insights on performance
Pros:
- Great auto dialer functionality
- AI features greatly improve customer support
- Positive user feedback on customer satisfaction improvements
- Full context collaboration for complex problems
Cons:
- Custom pricing requires sales contact
- Enterprise features may be expensive
- Setup complexity for advanced AI features
Why we chose Talkdesk
Talkdesk delivers excellent AI Voice Assistants that handle routine tasks while routing complex issues to human agents. Your team benefits from automation that truly improves customer satisfaction and reduces agent workload.
G2 rating: 4.4/5
8. Observe.AI
Observe.AI is a leading AI agent platform for customer experience that enables enterprises to deploy AI agents for automating customer interactions. The platform supports every stage of customer interactions with comprehensive generative AI support.
Top features
- Real-time generative AI assistance: High-conversion scripts and objection-handling prompts
- Automated call summaries: Complete post-call documentation
- Compliance checks: Real-time script adherence monitoring
- Machine learning call analysis: AI-driven conversation insights
- Quality assurance tools: Evaluation and calibration features
Pros:
- Leader in usability and implementation according to G2
- 95% call recording capability
- 91% AI-powered call analysis rating
- Real-time analytics and immediate feedback
Cons:
- Requires minimum 100 seats
- Annual commitment mandatory
- Minimum $60,000 annual investment
- Pricing not publicly available
Why we chose Observe.AI
Observe.AI provides the most comprehensive real-time AI assistance during customer conversations. Your agents get instant support with scripts, objection handling, and compliance checks that drive higher conversion rates.
G2 rating: 4.6/5
9. Convin.AI
Convin.AI streamlines communication within contact centers and significantly improves operational efficiency. The platform provides real-time analytics and insights that allow teams to analyze customer interactions effectively and tailor their approaches.
Top features
- Full-scope sales analysis: AI analyzes every single conversation
- Compliance monitoring: Listens for specific non-compliant keywords
- Live sales training: Enables agents to close more deals
- Real-time analytics dashboard: Immediate feedback on interactions
- AI-driven audit capabilities: Complete picture of all conversations
Pros:
- One-stop solution for contact center audit and feedback
- Impressive user ratings for reliability
- User-friendly interface
- Data-driven decision-making capabilities
Cons:
- Pricing requires sales contact
- Limited public information on features
- May require training for full utilization
Why we chose Convin.AI
Convin.AI excels at providing complete visibility into every conversation without manual listening. Your QA and training departments get a complete picture of agent performance with AI that flags compliance issues automatically.
G2 Rating: 4.7/5
E. Top 5 benefits of call center AI tools
AI tools deliver measurable improvements across every aspect of contact center operations. Here are some benefits of call center AI tools:
1. Improved customer service
According to Salesforce, “65% of consumers want companies to understand their unique needs, and 73% expect personalized offers.”
AI tools provide real-time assistance to customer service agents during interactions. They suggest responses, offer accurate information, and help solve problems more efficiently.
Your customers experience faster resolution times and more accurate answers, leading to higher satisfaction.
2. Enhanced call center optimization
AI operates as a keen observer through automated call monitoring and speech analytics. It identifies recurring trends and patterns across customer calls that humans might miss.
You gain valuable insights that pinpoint areas requiring improvement, leading to better overall customer service.
3. Increased efficiency
AI-powered chatbots and virtual agents enable human agents to concentrate on complex, value-driven activities. These systems automate routine inquiries and tasks efficiently.
Your business benefits from accelerated response times, consistent service, and reduced errors while virtual agents operate 24/7 without breaks.
4. Comprehensive chat analysis
AI-driven chat analysis automatically examines interactions to uncover valuable insights. Sentiment analysis determines customer satisfaction levels and gauges overall service quality.
You can swiftly detect potential issues or complaints, allowing immediate resolution and preventing escalations.
5. Enhanced quality assurance
AI-driven quality assurance tools meticulously monitor and evaluate customer interactions against predefined standards. This automated process ensures consistent service excellence.
Your contact center maintains high service quality and compliance adherence while enabling swift corrective actions.
F. Choose the best AI software for your call center
Start transforming your contact center operations today with intelligent AI agents that automate workflows from quality assurance to real-time assistance.
Enthu.AI offers agentic AI specifically designed for contact center intelligence. The platform automates conversation evaluation, provides real-time insights, and delivers recommendations to your agents when they need them most.
Your contact center transforms from a cost center to a growth engine when you leverage AI properly. Security isn’t an afterthought at Enthu.AI, it’s built into everything with strict data privacy standards, responsible AI practices, and encryption that keeps your conversations secure.
Book a free demo to learn how Enthu.AI’s contact center solution drives better business outcomes for your team.
Conclusion
In today’s fast-paced world, exceptional customer support is no longer a luxury; it’s a necessity. AI tools for contact centers have emerged as the superheroes of the contact center industry, transforming customer service into a smoother, more efficient, and personalized experience.
They act as trusty sidekicks for agents, making their jobs easier and customers happier. From real-time assistance and automated monitoring to chat analysis and quality assurance, these AI-driven solutions are optimizing every aspect of contact center operations.
As businesses adapt to meet evolving customer expectations, AI stands at the forefront, enhancing call center efficiency, reducing costs, and providing actionable insights.
The result? A more streamlined, customer-centric approach that ensures not only happier customers but also more satisfied agents and ultimately, a healthier bottom line.
So, as AI continues to shape the future of customer support, it’s safe to say that the days of frustrating phone menus and long hold times are becoming a thing of the past.
The future of customer support is here, powered by contact center AI software and the best AI agents for call centers that make service faster, smarter, and more human.
FAQs
1. What are the key benefits of using AI tools in a contact center?
AI tools in contact centers offer benefits such as improved customer service, enhanced call center optimization, increased efficiency, comprehensive chat analysis, and enhanced quality assurance.
2. How can conversation intelligence tools benefit contact centers?
Conversation intelligence tools analyze customer-agent interactions, providing valuable insights into sentiment, keywords, and customer sentiment. This data can be used to improve agent training, monitor compliance, and enhance the overall customer experience.
3. How to improve customer service efficiency with AI-powered call center solutions?
Use AI to handle first-contact queries, transcribe calls instantly, analyze tone, and give agents real-time coaching. It cuts call times, boosts accuracy, and keeps CSAT high, without burning out your team.
4. How can I use AI to reduce the number of call center agents?
Automate the repetitive stuff. Use AI chatbots, voicebots, and self-service portals to handle FAQs and simple queries. Add AI call routing and sentiment detection so agents only deal with complex, high-value calls. Fewer agents, better coverage.
5. Which virtual call center software has the best AI capabilities?
Top picks right now are Five9, NICE CXone, Genesys Cloud CX, and Talkdesk. They’ve got solid AI for speech analytics, routing, and automation. For tighter budgets, Enthu.AI and Aircall also bring smart AI features without enterprise pricing.
6. What are the best AI-powered call center software options?
Try Five9, NICE, Genesys, Talkdesk, Zendesk, and Enthu.AI. They offer AI for Auto QA, sentiment tracking, live agent assist, and call summaries. Choose based on your size and integration needs.
