The contact center AI solutions market is projected to hit around $17.05 billion by 2032, expanding at an insane growth rate of 23.12% from 2023 to 2032. It’s no secret that artificial intelligence is taking over and transforming customer service altogether. With that rate of change, customer expectations have skyrocketed. Do you have the best tools to meet these ever-evolving customer expectations?

Choosing the right contact center AI solutions for your contact center is a big commitment. How do you know what the right fit is for your team? How do you sort through the marketing and sales hype? And how can you tell which vendor will partner with you for the long haul and which will disappear after the sale?

With the best-fit AI-powered solution on your side, enhance your efficiency, customer satisfaction, and overall operational performance. But don’t just dive in and commit to the first product that comes up on Google. Let’s do some research. Here are seven AI solutions that should be on your radar as you plan your budget for next year.

7 Contact Center AI Solutions to Explore This Year

1. Broadvoice Go.AI

Go.AI by Broadvoice is a versatile AI-powered contact center solution designed to turn contact center efficiency into ROI. With Broadvoice, empower your customers, scale your service, and boost agent productivity with enterprise-level features built for businesses of any size.

Pros:

• Seamless integrations
• Robust IVR and IVA functionality
• Real-time AI-powered performance management
• Pre-call and post-call functionality
• During call agent assist and supervisor assist in development
• Affordable and scalable
• Comprehensive analytics

Cons:

• Occasional connectivity problems
• Limited app functionality

Features:

• Intelligent routing
• Workflow automation
• Sentiment analysis
• Transcription
• Call summaries
• Performance management
• IVAs and chatbots
• Workforce management
• Post-call QA

Broadvoice offers flexible pricing options tailored to your contact center needs. For a limited time, access to Broadvoice’s contact center features starts at $75 per user per month. Request a custom quote from the team below!

2. CloudTalk

CloudTalk is a call center service that gathers, centralizes, and analyzes all your contact center data, helping you to optimize your CX. With AI tools like generative AI transcriptions and summaries, sentiment analysis, and automated QA, CloudTalk helps agents read between the lines of customer interactions and improve performance.

Pros:

• Integrates well with third-party applications
• Robust call analytics

Cons:

• Frequent connectivity issues
• Limited advanced AI features
• Primarily built for voice channels

Features:

• Advanced call routing
• IVR
• Call monitoring and recording
• Click-to-call and SMS features
• Real-time sentiment analysis

CloudTalk offers tiered pricing starting from $25 per user per month to $50 per user per month for more advanced features. Customized quotes are available upon request.

3. Gladly

Gladly’s contact center platform is built primarily for B2C clients, offering a customer service platform designed to make support more personal and efficient. By focusing on a customer-centered approach, Gladly unifies communication channels. This key feature lets agents manage interactions across various platforms in one continuous conversation thread.

Pros:

• Unified customer view across all communication channels
• Personalization features that enhance customer experiences

Cons:

• Limited integrations with some specialized CRM tools
• Advanced features require more in-depth training
• Complicated design

Features:

• AI-Powered self-service through Gladly Sidekick
• IVR and call routing
• Multi-channel support (email, chat, SMS, social media)
• Unified customer timeline and history

Gladly pricing starts at $180 per user per month with the option to add more advanced reporting for an additional cost.

4. Genesys Cloud CX

Genesys Cloud CX is an all-in-one platform that delivers AI-driven customer experience solutions. ​​Combine customer engagement, workforce engagement, and customer journey management in one platform. Genesys Cloud offers a perfect solution for organizations looking to unify their contact center operations.

Pros:

• A user-friendly interface
• Robust customization
• Built-in AI-powered workforce management

Cons:

• Limited and inconvenient reporting and dashboards
• Costly for additional features

Features:

• Omnichannel communication
• Smart automation
• Workforce engagement, optimization, and management tools
• Predictive routing
• Customer journey analytics
• Speech and text analytics

Genesys Cloud CX pricing starts at $75 per user per month and ranges up to $155 per user per month for advanced AI features.

5. Five9 Genius AI

Five9 offers an AI-driven cloud contact center solution that uses automation, AI agent assist, and robust IVAs. Their solution is designed to improve both customer and agent experiences with powerful automation and analytics.

Pros:

• Ease of use
• Rich automation tools
• AI-powered knowledge base feature

Cons:

• Limited customization
• Too complex for small to mid-size businesses
• Lack of support

Features:

• Digital and voice IVAs
• Agent assist
• Generative AI transcription and summaries
• Workflow automation

Pricing for Five9 is tailored to each contact center. Quotes are available upon request.

Learn more about how agent assist changes the game in your contact center.

6. Talkdesk

Talkdesk is a cloud-native contact center AI solution that provides speed, agility, and reliability. With powerful generative AI, IVR, ACD, and automation features, Talkdesk seeks to improve both the customer and agent experience.

Pros:

• Optimal for customer service automation
• No code features for easy AI setup
• Robust virtual agents to support agents and customers

Cons:

• Integration challenges
• Inconsistent connectivity
• Buggy interface and slow support

Features:

• AI virtual agents Talkdesk Autopilot and Copilot
• Advanced analytics
• Workforce management
• No-code configuration tools
• Automated quality assurance

Talkdesk offers tiered pricing starting at $85 per user per month. Industry-specific bundles and advanced features are available with a requested quote.

Discover how to add AI and automation seamlessly to your contact center.

7. Invoca

Invoca is an AI-powered conversation intelligence platform designed to help businesses optimize inbound and outbound calls. By providing real-time analytics and insights, Invoca lets teams see the customer journey better, improve marketing ROI, and enhance the overall customer experience.

Pros:

• Flexible customization
• Able to recover lost calls
• Automated call scoring and QA-ing tools
• Powerful AI-driven call analytics

Cons:

• A steep learning curve for new users
• Inadequate and sometimes inaccurate reporting
• Limited coaching features

Features:

• Agent screen pop
• Call tracking and analytics
• Automated call scoring and QA
• Conversation intelligence and sentiment analysis
• Automated routing

Pricing for Invoca is tailored to each individual contact center. Quotes are available upon request.