Call & Contact Center Software Resources

Glossary Terms and Discussions to expand your knowledge on Call & Contact Center Software

Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find feature definitions and discussions from users like you.

Contents

Call & Contact Center Software Glossary Terms

Speech Analytics

Speech analytics uses artificial intelligence tools to gather relevant business information from real customer call data. Learn about types and benefits.

by Holly Landis

Call Queuing

Call queuing is the process of putting inbound calls on hold or in a queue when all contact center agents are busy helping other customers. Learn more about its benefits and best practices that can empower businesses to effectively support their customers.

by Sagar Joshi

Call & Contact Center Software Discussions

Question on: Cordless

Looking for More Information about Cordless.io Customers

My name is Brittany. I would love to discuss with you Cordless.io about my Support and Experience Team. I would love to hear your thoughts further. Would you be interested in talking with me about it? I am proposing to my CEO and CTO and want to get someone already using this software while working with Cordless. How is the quality of calls? (VOIP perspective) What is something you find most exciting about the product? How is the support experience at Cordless? What do you find annoying right now about the product?

Hi Brittany, my name is Kristian and I work as the CX Operations Lead at Curve. We have worked with Cordless for a number of years now, firstly on our IVR, and then our entire telephone system. Cordless have been brilliant collaborators, and have provided us with responsive and insightful support over the years. I'll answer your questions below: Quality of calls: We have always been happy with the quality of the calls made through Cordless. They are clear, well recorded and transcript- generating from the IVR to the calls themselves. What we find exciting: Just the fact that they are an exciting, nimble, and capable team. We have found that the integrations that Cordless have been able to build for us most helpful. We are constantly trying to improve automations, and remove manual steps, and Cordless have helped us to this by improving the IVR, transcriptions, and helping us build helpful integrations with our CRM tool. How is the support: Echoing my sentiment above, the support is brilliant. If you have any issues, Cordless are quick to respond. They have taken feedback seriously, and constantly improve the service. What do we find annoying: I don't think annoying is a word I would use when describing Cordless. We have asked for even more integrations with our QA tool, as this would remove a step in the review process, but as I said before, this is feedback, and will likely be investigated and implemented. I hope this helps. I did try and send this response earlier, but it seems the G2 platform had a bug that prevented my response.

Answered: Kristian Bamford on July 13, 2023

Your answer

What is the contact center software with the best reviews?

Hey G2! I want to start a discussion with this community to identify the contact center software with the best reviews from real users. See my shortlist below and let me know your thoughts. I’m especially looking for platforms that deliver strong performance, user satisfaction, and helpful support features based on customer feedback.Here are some of the top-rated solutions from G2’s <a href="https://www.g2.com/categories/contact-center" rel="noopener noreferrer" target="_blank">Contact Center Software</a> category:<ul><li><a href="https://www.g2.com/products/salesforce-service-cloud/reviews" rel="noopener noreferrer" target="_blank">Salesforce Service Cloud</a>: Highly rated for its comprehensive service capabilities, including automation, AI tools, and deep CRM integration.</li><li><a href="https://www.g2.com/products/nextiva/reviews" rel="noopener noreferrer" target="_blank">Nextiva</a>: Known for strong customer satisfaction scores thanks to its easy setup, all-in-one communication tools, and responsive support.</li><li><a href="https://www.g2.com/products/talkdesk/reviews" rel="noopener noreferrer" target="_blank">Talkdesk</a>: Frequently praised for flexibility, intuitive design, and advanced routing features that help teams improve response times.</li><li><a href="https://www.g2.com/products/aircall/reviews" rel="noopener noreferrer" target="_blank">Aircall</a>: Gets great feedback for ease of use, mobile access, and smooth integration with CRMs and help desk platforms.</li><li><a href="https://www.g2.com/products/cloudtalk/reviews" rel="noopener noreferrer" target="_blank">CloudTalk</a>: Reviewed highly for reliability, user-friendly setup, and call quality that supports both remote and in-office teams.</li></ul>Which contact center platform has impressed you the most? Are the high ratings justified based on your experience?

I would recommend choosing Salesforce Service Cloud or Nextiva.

Answered: Evan Sherbert on June 24, 2025

Your answer

Question on: Talkdesk

What is the best way to filter per day

when I want to only see calls from a previous day, what is the best way to do so?

Depends on what Recording Software you have. I.E. NICE you can create perpetual reports that will load that data all into one view for you. Some software does not allow for that kind of customization. A fail safe would be to inquire with you IT/Admin team who runs the systems and request that data.

Answered: Travis Williams on July 11, 2022

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