Contact Centre Software
Your contact centre platform shapes every customer conversation, and it’s a decision you’ll live with for years. We compare contact centre software against your customers, your agents and the systems you already run, then negotiate the deal and stay with you through go-live.
10 minutes
Our free contact centre quick assessment. Tell us your challenge and goal, and we’ll show you where we’d start.
350+
Vendors we can compare for you, from global platforms to UK specialists.
£0
What our advice costs you. The supplier pays our fee, the same for every one we shortlist.
The basics
What is contact centre software?
Contact centre software, often called CCaaS (contact centre as a service), is the cloud platform your agents use to handle customer calls, emails, chats and messages. It routes each customer to the right person, gives agents the full picture on one screen and shows managers what’s working.
Every channel in one place
Voice, email, web chat, WhatsApp and social messages land in one queue, so customers don’t have to repeat themselves.
AI that helps your agents
Call summaries, suggested answers, smarter routing and self-service for simple requests, so agents spend time where it matters.
Workforce tools built in
Forecasting, scheduling and quality monitoring help you put the right people on at the right time.
Reporting you can act on
Live dashboards and history that show why customers call, how long they wait and what fixes things first time.
Worth a look if
Signs it’s time to review your contact centre
- Your contact centre contract ends in the next 18 months
- Agents juggle several screens to help one customer
- Customers repeat themselves when they switch channel
- You can’t easily see why customers are getting in touch
- Your on-premise system is reaching end of life
- AI pilots have stalled or never made it past a demo
How we work
From first conversation to go-live
Quick assessment
Our 10-minute assessment captures your challenge and goal, so our first conversation is about your contact centre, not a sales pitch.
Health check
Where it helps, we review your current set-up, call flows and data to find what’s costing you time, money and customers.
Shortlist and compare
From 350+ vendors, we shortlist the platforms that fit, and a tool we use scores each on business fit, features and how it works with your CRM and systems.
Negotiate the deal
We use our experience inside contact centre vendors to get the right price, terms and support commitments.
Plan, launch and support
We help plan the migration and agent training, and stay with you after go-live so issues get fixed quickly.
What it costs
Our advice costs you nothing. When you buy through us, the supplier pays us a fee, on the same basis for every supplier we shortlist, so no one can pay for a better recommendation. If the right answer is to stay where you are, we’ll tell you.
Why Quetzel
Our team has worked inside contact centre and telephony vendors, MSPs and systems integrators. We know how platforms are sold, where the hidden costs sit and why migrations slip, and we compare the whole market rather than one favourite platform.
Questions we’re often asked
What is CCaaS?
Contact centre as a service: contact centre software that runs in the cloud and is paid for per agent, rather than hardware you buy and maintain yourself.
Do we need to replace our CRM?
Usually not. Most platforms connect to common CRMs, and how well they fit your existing systems is one of the things we compare.
Will AI replace our agents?
That’s not the aim. Used well, AI handles simple requests and admin such as call notes, so agents have more time for the conversations that need a person.
How long does a move take?
It depends on the number of agents, channels and integrations. We plan it in phases so customers don’t notice the change.
Can you help if we’re mid-contract?
Yes. We can plan ahead of your renewal date so you have time to compare options and negotiate properly, rather than rolling over by default.
Do you favour any vendor?
No. We compare across the market and recommend what fits your contact centre, and every shortlisted supplier pays us on the same basis.
Sectors
Sectors we work in
Every contact centre handles calls. The pressure points differ by sector. Here’s where it matters most.
We also work with: