Top 5 AI software tools for contact centers: Compared and reviewed 

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Many contact centers are stuck in reactive mode. Agents spend their time switching between tabs, entering notes manually, and handling repetitive queries that could easily be automated. 

Long wait times, missed follow-ups, and fragmented tools leave agents unprepared and customers frustrated at having to repeat themselves every time they call.

AI is helping to turn that around. Today’s top platforms offer intelligent features like AI voice agents that can handle common queries automatically, real-time coaching that guides reps mid-call, and automated summaries that eliminate the need for manual note-taking. 

These tools free up your team to focus on what really matters: having better conversations, resolving issues faster, and creating a more consistent customer experience.

The only challenge now is choosing the right solution. 

We’ve reviewed five of the top AI software for contact centers in 2025, comparing their features, integrations, pricing models, and ideal use cases.

TL;DR

Integrating AI into your call center operations can improve your customer interactions in next to no time. Here’s a quick overview of what these platforms can do:

Key features of the best contact center AI software

The best contact center AI solutions do more than just automating tasks.They can improve agent productivity to help your support team deliver faster, smarter, and more personalized customer experiences. These are the contact center AI tools to look for when evaluating AI-powered platforms:

• Intelligent call routing: Automatically direct calls to the best-suited human agents based on intent, customer history, agent skills, or real-time availability.

• Real-time agent assistance: Tools like Aircall’s AI assist can surface suggested responses, help articles, or next steps during live calls, which is great for quickly handling complex customer inquiries and onboarding new reps.

• Sentiment analysis: Analyze tone and word choice in real time to gauge customer mood, flag at-risk interactions, and coach agents toward more empathetic and effective responses.

• Personalization at scale: Automatically pull in contextual data from multiple channels, including integrated CRMs, to tailor every conversation to meet customer expectations.

• AI voice agents and call deflection: Virtual agents can handle routine questions like order status or password resets without live agent intervention. This frees up your team for higher-value calls and helps improve overall customer satisfaction.

• Call summaries and transcriptions: Auto-generated transcripts and call summaries help understand customer behavior by automating note-taking. The benefit of this is that it increases accountability and makes customer conversations easier to search and review.

• Call scoring and quality monitoring: AI can evaluate every call against predefined benchmarks (e.g. compliance, tone, or resolution), making it easier to provide targeted coaching to improve agent performance.

• Detailed, real-time insights: Real-time analytics and post-call insights help leaders track trends, flag bottlenecks, and make more informed decisions.

Top contact center AI solutions for modern support teams

Implementing contact center AI can help you to streamline contact center operations and reduce pressure on agents so that you can focus on delivering an exceptional customer experience. 

We’ve reviewed the top contact center AI platforms to help you choose the right fit for your team.

1. Aircall

With built-in conversational intelligence, AI voice agents, and 200+ CRM integrations, Aircall helps teams drive better outcomes without increasing complexity.

Aircall is more than a business phone. It’s a voice-first AI communications and intelligence platform with 10+ years of experience, trusted by over 20,000 customers for smarter sales and support workflows.

“It's got the info. It's asked the right questions. It's interpreted the answers correctly,” says Head of Sales at Aura Life, Andrew Dowds.

AI Assist offers conversational intelligence, automatically generating call summaries, spotting key topics, and tracking customer sentiment. This functionality allows reps to focus on the conversation, not manual note-taking, while giving managers deeper insight into performance trends in real time.

In addition, Aircall’s AI Voice Agent delivers human-like virtual callers that run 24/7, answering frequently asked questions, capturing lead information, and routing calls intelligently.There’s no complex setup, just plug it into existing Aircall numbers and CRM workflows, and it works across time zones.

Features: 

• AI Assist: Automatically generates call summaries, tracks sentiment, and highlights key topics so agents can stay focused on the conversation.

• AI Assist Pro: Assists agents before, during and after a call, with real-time call coaching and prompts, automatic CRM updates, and pre-call summaries.

• AI Voice Agent: Handles calls 24/7, answers common questions, qualifies leads, and routes calls based on real-time context.

• Extensive integrations: Aircall connects seamlessly with 200+ tools like Salesforce, Hubspot, and Zendesk to embed AI into your existing workflows.

• Use call insights to create internal playbooks: Gives agents step-by-step guidance and suggested responses based on real-time conversation cues.

• Contact Insights: Easily surface key caller details and interaction history before the call starts to help agents respond with context.

Integrations: 

• Active Campaign

• Hubspot

• Pipedrive

• Salesforce

• Zendesk

Pricing:

• Essentials: From $30/month/user

• Professional: From $50/month/user

• Custom: Bespoke packages for 25+ licenses

AI Voice Agent is charged at $0.49/minute and AI Assist is charged at an additional $9/license.

"I frequently use Aircall's sentiment analysis to prioritize calls,” says Yanan. “And I have to say that the AI has been incredibly accurate in its analysis." - Yanan, General Manager at Accademia Italiana Fitness.

Try Aircall for free and see how AI Voice Agent and smart call insights can transform your support team.

2. Talkdesk

Talkdesk leverages AI-powered routing, virtual agents, and real‑time agent assistance to streamline operations and enhance the customer experience.

Talkdesk is a cloud-native contact center platform built with highly regulated industries (like financial services, healthcare, and insurance) in mind, offering customer service and sales AI agents that can help everyone from entrepreneurs to enterprises.

Its Ascend AI suite includes real-time transcription, next-best actions, and smart scripts. These provide real-time assistance to agents during calls, helping call center teams reduce handle time to boost agent productivity and resolve issues faster. 

Talkdesk is particularly well-suited for professional services businesses that require deep customization, private cloud deployments, and advanced security features. 

Features: 

• AI for self-service:Talkdesk Autopilot uses generative AI and knowledge‑base tools to power voice and digital bots that resolve common issues to reduce agent workload load. 

• Omnichannel engagement: With Talkdesk’s Navigator and Studio feature, you can route every inquiry to the right place and let AI prioritize requests using real-time customer data.

• Workforce Engagement Management: The WEM suite includes real‑time agent assistance, quality monitoring, and performance dashboards to optimize staffing, coaching, and overall efficiency

Integrations: 

• Microsoft Teams

• Salesforce

• Slack

Pricing:

Talkdesk offers industry-specific and general customer experience AI products for contact and call centers. Integrations, add-ons, and service options are priced individually.

• Financial Services Experience Cloud for Banking Edition: $255

• Financial Services Experience Cloud for Insurance Edition: $255

• Healthcare Experience Cloud for Providers Edition: $225

• Retail Experience Cloud Edition: $255

• CX Cloud Government Edition: $270

• CX Cloud Digital Essentials: $80/user/month

• CX Cloud Voice Essentials: $105/user/month

• CX Cloud Elite: $165/user/month

See our Talkdesk alternatives comparison for more information, or check out our in-depth breakdown of Aircall vs. Talkdesk. 

3. NICE CXone

NICE CXone Mpower is a full-stack contact center platform with automation, reporting, and workforce optimization tools for enterprise-scale customer service.

NICE CXone is an enterprise call center solution that combines voice, digital, and AI tools in one tool. By connecting every workflow, agent, and touchpoint, the platform allows businesses to scale AI-powered customer experiences without adding complexity to their operational environment.

Its Enlighten AI engine supports features such as real-time sentiment analysis, predictive behavioral routing, and agent assist prompts. These enable teams to adapt conversations in the moment and assess performance over time.

Features: 

• Enlighten AI: Enlighten AI suite applies conversational AI across customer interactions and offers real-time sentiment analysis, agent guidance, predictive routing, and self‑service automation.

• NiCE Trust Center: The NICE platform supports strict standards like FedRAMP, HIPAA, and SOC 2, and proactively monitors uptime and risk.

• Cloud architecture: CXone runs on a cloud-native system that allows it to scale across different regions without relying on on-premise infrastructure. This setup supports flexibility and system availability.

Integrations: 

• Hubspot

• Salesforce

• Zendesk

Pricing:

• CXone Mpower Digital Agent: $71/month

• CXone Mpower Voice Agent: $94/month

• CXone Mpower Omnichannel Agent: $110/month

• CXone Mpower Essential Suite: $135/month

• CXone Mpower Core Suite: $169/month

• CXone Mpower Complete Suite: $209/month

• CXone Mpower Ultimate Suite: $249/month

4. Synthflow

Synthflow allows businesses to deploy human-like, multilingual voice agents for support tasks while securing customer data.

Synthflow provides multilingual AI agents with human-like voices that can manage inbound and outbound calls in a conversational way. It uses large language models and natural language processing (NLP) to recognize intent and pace conversations in a way that feels natural.

The visual, no-code builder lets non-technical teams design AI voice agents through drag-and-drop flows and integrate with a range of other software.

Features: 

• Data privacy compliance: Synthflow supports data protection standards like SOC 2, HIPAA, and GDPR, with controls for encryption, logging, and regional data handling.

• 200+ integrations: The platform connects with over 200 tools, including CRMs, voice providers, and automation platforms, to fit into a variety of workflows.

• Secure data storage: Data is stored in a dedicated, encrypted environment, with systems designed to keep customer information contained and protected.

Integrations: 

• Hubspot

• Salesforce

• Zapier

Pricing (billed annually):

• Starter: $29/month 

• Pro: $375/month 

• Growth: $750/month 

• Agency: $1,250/month 

• Enterprise: Custom pricing based on user needs

5. Google CCAI 

Google CCAI is built for enterprises that leverage the Google Cloud ecosystem, offering a cloud-native, AI-first contact center platform.

Google’s Contact Center AI (CCAI) is built on Cloud-native architecture, offering turnkey omnichannel routing across voice, chat, SMS, email, and video.

At its core is Dialogflow CX, Google’s advanced conversational agent engine. It provides human-like virtual agents capable of handling ongoing conversations. Complementing this, Agent Assist provides real-time guidance, suggested responses, and sentiment cues during live calls, enabling faster issue resolution with less training.

Features: 

• Dialogflow CX: Google’s Dialogflow CX allows teams to design virtual agents that can manage multi-step conversations, using a visual interface to build and test flows.

• Omnichannel routing:CCAI supports routing across voice, chat, SMS, and email while keeping context consistent between channels.

• Scalable infrastructure: Because it’s built on Google Cloud, CCAI can scale to support varying volumes of calls and messages without requiring on-premise infrastructure.

Integrations: 

• Hubspot

• Salesforce

• Zendesk

Pricing:

Google offers a range of services that use Dialogflow CX, priced per request. Design-time write and read requests (i.e. calls to build or update an agent or those to calls to list or get agent resources), along with other session requests (e.g. setting or getting session entities), are not charged.

Text without Generative AI: $0.007/request

Audio input/output without Generative AI: $0.001/second

Text with Generative AI: $0.012/request

Audio input/output with Generative AI: $0.002/second

Data Store index storage: 10 GB free/month, $5.00/GB of additional raw data/month

See how much you could save with an AI Voice Agent. Run the numbers with our AI ROI calculator

Your contact center’s AI era starts with Aircall

Choosing the right contact center AI software isn’t just about picking one with the most features. It’s about finding a platform that drives results without adding complexity. 

For small to mid-sized teams that need to move fast, adapt easily, and scale efficiently, Aircall offers a smarter, more strategic way forward.

With conversational intelligence and seamless integrations, Aircall helps sales and support teams work more effectively, make better decisions, and deliver consistent customer experiences without increasing headcount.

If you're deciding between contact center software, make Aircall your call.

Frequently asked questions about contact center AI software

How is AI used in contact centers?

AI helps contact centers work smarter by automating repetitive tasks, improving response quality, and guiding agents in real time. It can handle call routing, provide instant suggestions to agents, and surface customer insights using AI voice analytics.

What is the best AI customer service software?

Aircall is the top choice for teams looking to scale fast without sacrificing quality. The easy-to-implement AI Agent offers real-time agent assist, call summaries, and intelligent routing, all of which are designed to reduce handling time, improve customer satisfaction, and streamline contact center operations.

Which contact center automation software offers the best AI features

Aircall offers powerful AI features that are perfect for the modern contact center. With this system, you’ll get AI voice agents for handling routine queries, call scoring to support coaching and QA, and deep CRM integrations that personalize conversations at scale to help your human agents stay efficient and customer-focused.

When should you use AI in call centers and when shouldn’t you?

It’s best to use AI to handle high-volume, repetitive requests or offer customers self-service solutions via interactive voice response. Skip or limit AI deployment when tasks involve sensitive, nuanced or high-stakes interactions (think complex sales, legal advice, or emotionally charged support) where human empathy and judgement are essential.

Published on September 17, 2025.