The best 10 multichannel contact center software

These are the 10 best multichannel contact center software solutions you should consider:

1. Harmonix AI
2. Zendesk
3. Genesys Cloud CX
4. Freshdesk Contact Center
5. HubSpot Service Hub
6. Talkdesk
7. RingCentral Contact Center
8. Aircall
9. 3CX
10. Intercom

Managing customer conversations across different channels such as email, calls, LinkedIn or WhatsApp used to be chaotic. A multichannel contact center software solves this issue by centralizing everything in one platform.

This not only improves internal organization, but also enables a much faster and more consistent experience for the customer, regardless of the channel they choose to communicate through.

The key lies in omnichannel capability: all messages and calls are recorded and accessible from one space, which translates to more context, more data and better strategic decisions.

Additionally, by reducing the number of tools the team needs to open, speed is gained and errors due to disconnected channels are minimized.

Today, companies adopting this type of software are seeing their teams working faster, with greater productivity and full control over each customer interaction.

Throughout the article, we’ll explore how multichannel software works, its key benefits, and why it has become an essential ally for sales and customer service teams.

The 10 Best Multichannel Contact Center Software Solutions to Consider

1. Harmonix AI

Harmonix AI is a solution that takes your CRM to the next level, integrating communication channels and AI functions without replacing your current system.

It installs directly on CRMs like Salesforce, Dynamics or SAP, making it a fast, practical option with no need for complex integrations.

Thanks to its omnichannel approach, it allows you to manage calls, emails, WhatsApp and LinkedIn messages from one place, without leaving the CRM.

This significantly improves user experience and eliminates the need to constantly switch platforms.

The platform automatically logs every interaction, ensuring complete traceability and preventing information loss.

It also analyzes every conversation to extract useful data, generate summaries and suggest specific actions, such as follow-up tasks or emails.

Users work faster and with less effort, as Harmonix automates repetitive tasks and makes pipeline management easier.

The result is a more efficient team, focused on closing opportunities, not admin tasks.

7 Key benefits of Harmonix AI:

• Installs on your existing CRM without replacing it or requiring integration projects
  
  
• Centralizes all communication channels in a single, accessible interface
  
  
• Automates activity logging and CRM updates
  
  
• Creates smart summaries of accounts, contacts and opportunities
  
  
• Offers email, task and next-step suggestions based on AI
  
  
• Enables automation of low-value processes via voice, email or WhatsApp agents
  
  
• Improves team productivity by reducing time and errors
  
  

Harmonix AI not only improves how you communicate with clients, it transforms the way you work, with more context, more data and less friction in every interaction.

2. Zendesk

Zendesk is one of the most well-known platforms for customer support and ticket management, with features designed for teams handling large volumes of inquiries.

Its focus on user experience and customization makes it a highly versatile solution.

Although it started as an email support tool, it now lets you manage multiple channels, such as live chat, calls, social media and email, from one place.

Its design is centered on providing a smooth experience, though to achieve true omnichannel, some external integrations are required.

One of its strengths is its ability to automate responses, organize workflows, and generate detailed team performance reports.

It’s ideal for companies looking for a scalable solution with a large support community, though its customization may involve a steeper learning curve.

3. Genesys Cloud CX

Genesys Cloud CX is a robust solution, designed for large organizations needing full control over their customer contact operations.

Its main strength lies in advanced call management, with features like smart distribution, skill-based routing and real-time analytics.

The platform also allows for the integration of other channels such as chat, SMS, email and social media, making it a truly multichannel option.

Unlike simpler solutions, Genesys offers a flexible cloud-based architecture adaptable to various industries and service volumes.

Thanks to its advanced analytics, team leaders can monitor interactions, identify bottlenecks, and make data-driven strategic decisions.

It’s not the simplest or cheapest option, but it’s one of the most complete if you're looking for power, customization and scalability.

4. Freshdesk Contact Center

Freshdesk Contact Center (formerly Freshcaller) is a cloud tool ideal for teams wanting to quickly implement a modern and efficient calling software.

Its main advantage is ease of use and quick setup, with no need for complex tech teams.

Although primarily focused on calls, it also allows integration of other channels like chat and email, making it a basic multichannel solution for growing businesses.

It offers features like IVR, call recording, real-time reporting and performance analytics.
Its cloud model supports remote work and scalability according to business needs.

It’s an excellent option for small or medium-sized businesses looking for an effective, affordable and simple tool.

For teams with high outbound activity, integrating an automatic call dialer can further enhance productivity and reduce idle time between calls.

5. HubSpot Service Hub

HubSpot Service Hub expands the HubSpot CRM capabilities to include customer support, ticket management and service automation.

Its main advantage is being fully integrated with marketing and sales, offering a unified customer view.

It enables you to manage emails, live chat, calls and forms, making it a simple and efficient multichannel contact center option for businesses already using the HubSpot ecosystem.

Its interface is very intuitive and includes automation tools like auto replies, ticket generation and a knowledge base.

It also provides reports on resolution times and customer satisfaction.

It’s ideal for companies that already use HubSpot and want a support system connected to all business areas, keeping all information in one place.

6. Talkdesk

Talkdesk is a cloud-based contact center platform, recognized for its focus on innovation and customer experience.

It specializes in providing a flexible solution with advanced automation and real-time analytics capabilities.

It allows you to manage calls, emails and messages across multiple channels, positioning it as an effective omnichannel system.

Additionally, its marketplace includes integrations with popular tools like Salesforce, Slack and Microsoft Teams.

One of its differentiators is the use of artificial intelligence to analyze conversations, detect improvement opportunities and suggest corrective actions in real time.

It also offers agent training tools and quality monitoring.

It’s an excellent option for growing companies that need a powerful solution, but want a faster implementation than other enterprise platforms.

7. RingCentral Contact Center

RingCentral is widely known for its cloud telephony solution, but its Contact Center goes far beyond voice calls.

It allows you to combine voice, chat, email, social media and SMS, making it a truly multichannel communication tool.

It offers smart interaction routing, task automation and a modern interface that makes agents’ work easier.

Its system adapts to different types of businesses thanks to a modular and scalable architecture.

One of its strengths is its reliability in high-call-volume environments, as well as its integration options with CRMs and productivity platforms.

It’s especially useful for companies already using RingCentral as a voice solution and wanting to expand their customer management without changing providers.

8. Aircall

Aircall is a cloud telephony solution aimed at sales and support teams looking for simplicity and efficiency.

While its main focus is on calls, it offers integrations with tools like HubSpot, Salesforce, Zendesk and Slack, enabling a more connected experience.

Through these integrations, basic multichannel functionality can be achieved, although not as deep as other market options.

Its setup is quick, allowing teams to start operating within minutes.

It stands out for its intuitive design, good call quality and features like recording, routing and real-time metrics.

It’s ideal for small or medium-sized teams wanting to professionalize their phone channel without technical complications.

9. 3CX

3CX is a unified communications platform offering IP telephony, video calls, live chat and instant messaging from a single solution.

It is one of the most complete and accessible options for companies that want to manage communications on their own infrastructure.

Although it leans more toward the voice channel, it allows the addition of extra features to extend multichannel capability.

Its main strength is installation flexibility: it can run in the cloud, on-premises or on private servers.

It includes tools such as IVR, call recording, call queues, and support for softphones and mobile apps.

It’s ideal for technical companies or IT teams looking for total control over their communication system.

10. Intercom

Intercom is a platform focused on conversational customer experience, especially in digital and automated environments.

While not a traditional call center solution, it has gained ground due to its focus on live chat, bots and automated messages.

It allows integration of email, chat and web apps, and with certain external integrations,
can offer a more robust multichannel experience.

Its automation and smart segmentation system makes it ideal for companies that prioritize personalization.

It is particularly useful for startups, SaaS or digital businesses that prefer to channel customer service through online channels rather than phone calls.

Although it’s not strong in telephony, it’s a powerful tool if your focus is on creating proactive and personalized conversations in digital channels.

What is a Multichannel Contact Center Software?

A multichannel contact center software allows businesses to manage all customer interactions from a single platform, regardless of whether the contact comes through email, phone call, WhatsApp, LinkedIn or live chat.

This type of solution is not limited to receiving and responding to messages.

It also organizes, classifies and automatically logs conversations, which makes tracking easier and enhances the customer experience.

The key is omnichannel capability: the user can switch channels without losing context.

And for the company, this translates to faster responses, better service and data-driven decisions.

Key Differences Compared to Traditional Call Center Tools

Traditional call center tools tend to focus solely on phone calls.

If the customer sends an email or a WhatsApp message, that conversation is not recorded in the same environment.

With multichannel software, all channels are connected and centralized.
This avoids platform switching, loss of information and fragmented service.

Additionally, classic call centers require a lot of manual work to document each interaction.

Modern solutions automate much of that process, saving time and reducing errors.

In summary, the multichannel approach not only improves customer service, but also boosts operational efficiency and team productivity.

Why Companies Are Adopting Multichannel Contact Center Software

Most organizations have spent years operating with isolated channels: a phone for calls, an inbox for emails, and a separate app for WhatsApp or social networks.

This fragmentation causes great loss of context and time.
That’s why companies are opting for solutions that unify all channels in one view.

These systems also allow for cross-channel data analysis, which enhances strategic decision-making and enables more personalized and consistent service.

Adopting a multichannel approach is no longer optional.

It has become a necessity to provide a fluid and efficient experience at every touchpoint.

Rising Customer Expectations Across All Channels

Customers no longer distinguish between an email, a call or a WhatsApp message.

They expect a quick, consistent and contextual response, regardless of the channel.

If a company replies within minutes on the phone, but takes days to respond to an email, the customer experience suffers.

A multichannel software ensures service consistency, making sure that support is just as effective on any channel.

It also gives the agent instant access to all customer information, enabling more accurate and personalized responses.

Demand for Real-Time and Asynchronous Support

Today, customers not only expect immediate attention.
They also want to resume a conversation hours later, without having to repeat their issue.

That’s why companies need to offer both real-time support, like calls or live chat, and asynchronous channels, such as email or WhatsApp, where customers can write and receive a response later.

A multichannel software allows the management of both types of service from the same platform, with context always visible.

This improves the customer experience, as they feel heard at their own pace, and also optimizes agent performance, who can better organize and prioritize their tasks.

Need to Centralize Customer Data and Context

When data is scattered across tools, time is lost searching for information and mistakes are made.

This affects both team productivity and customer perception.

A good contact center software centralizes the entire interaction history, regardless of the channel, in one place.

Thus, any agent can see what’s been discussed, which actions were taken, and the current status of the case.

This allows for faster, more effective and more human service.

In addition, having all that data in the same environment helps identify patterns, anticipate needs, and act more proactively.

Centralizing context is no longer just a matter of efficiency.

It is a key tool to build strong customer relationships and offer a truly memorable service.

3 Essential Features Every Multichannel Platform Must Include

1. Channel Unification: Calls, Email, WhatsApp, Chat, LinkedIn and More

A true multichannel solution must centralize all communication channels in a single, accessible interface.

This includes phone calls, emails, WhatsApp messages, live chats and LinkedIn contacts.

Omnichannel capability not only makes agents' work easier, but also improves the customer experience, as they can switch channels without losing the conversation thread.

Moreover, this integration reduces response times and avoids errors caused by data dispersion between different platforms.

2. Automation with AI and Suggested Replies

The best multichannel platforms integrate artificial intelligence to automate tasks and optimize each interaction.

This allows for suggested replies, automatic logging, and faster case follow-ups.

Thanks to these features, agents can resolve inquiries more quickly, without having to write every message from scratch or search for information manually.

AI can also identify improvement opportunities, help with priority classification, and free up teams from repetitive, low-value tasks.

3. Complete Interaction History per Contact

Access to a complete history of all interactions is essential to provide personalized and effective service.

This includes not only calls, but also emails, chats, voice or text messages, and any previous conversation.

The agent can easily review what has been said, what commitments were made, and what the current state of the contact is.

This avoids misunderstandings and projects a professional and organized image.

Furthermore, this history helps make better decisions and detect behavior patterns or recurring needs.

3 Real-Time Collaboration Tools for Agents

1. Custom Dashboards and Channel Analytics

Every effective multichannel platform should provide customizable dashboards, allowing each agent or supervisor to view the data they really need.

These dashboards should show metrics per channel, response times, and satisfaction levels.

Channel analysis helps identify which ones work better, where the most inquiries arise, and how to distribute team resources more efficiently.

This improves both internal management and the ability to anticipate problems and optimize customer service strategy.

2. Cloud Access from Any Device

A modern tool must operate 100% in the cloud, allowing teams to access it from any location and device.

This supports remote work, operational continuity, and flexibility in service.

Multiplatform access ensures that agents can reply to messages, review histories or join meetings without depending on a physical office.

Moreover, having information synchronized in real time allows for frictionless collaboration and ensures a shared customer view at all times.

3. Integration with CRMs, Help Desks and Sales Tools

A multichannel platform is incomplete if it doesn’t integrate with key business systems, such as the CRM, help desk, or sales tools.

This integration ensures that all customer interaction data is automatically updated in central systems, without duplication or manual work.

It also allows all teams (sales, support, marketing) to work with the same information, aligning efforts and improving global decision-making.

System synchronization is the final step to turning customer service into a true competitive advantage.

Multichannel vs. Omnichannel Contact Centers: Key Distinctions

Operational Structure and Continuity of the Customer Journey

A multichannel contact center allows serving customers across different channels such as calls, emails, WhatsApp or chat.

However, these channels often operate independently, without sharing information.

In contrast, an omnichannel approach ensures that all interaction is connected and integrated into a single seamless experience.

The customer can start a conversation via email and continue it via WhatsApp without repeating anything.

Journey continuity is key: the system recognizes the customer across any channel, which improves support and saves time for everyone involved.

Channel Management: Isolated Data vs. Unified Data

In a multichannel system, data is often scattered across platforms.

Each channel holds its own information, which makes it difficult to get a complete view of the customer.

With an omnichannel approach, all data is centralized and accessible in one environment.

This enables a single customer profile, where everything said, asked or requested is recorded, regardless of the channel.

Data unification facilitates analysis, service personalization, and informed decision-making based on complete and updated information.

Impact on Customer Satisfaction and Agent Performance

When agents have the full customer history just one click away, they can respond more accurately and empathetically.

This reduces handling time, improves first-contact resolution, and results in a better experience.

In multichannel models, customers often feel like they have to repeat themselves multiple times.

This increases frustration and reduces trust in the brand.

Omnichannel capability not only improves customer satisfaction, but also directly impacts team performance, who can work with more context, less friction and better tools.

3 Advantages of Multichannel Software for Sales Teams

A well-implemented multichannel software offers clear advantages for sales teams.

First, it enables faster lead qualification, since every interaction provides context that can be automatically recorded and analyzed.

It also allows for automated follow-ups, regardless of whether the contact occurred by phone or chat.

With scheduled tasks and reminders, nothing gets forgotten and the conversation remains active.

In addition, by unifying all touchpoints, salespeople can easily identify the right moment to move forward in the process, increasing closing rates.

1. Faster Lead Qualification with Contextual Information

Having immediate access to a lead’s interaction history allows sales teams to identify their level of interest, specific needs, and even potential objections.

This speeds up the qualification phase, since the salesperson is not starting from scratch.

They know what’s been said, what has been sent, and which topics were previously discussed.

A contextual view enables them to personalize their sales pitch and ask more targeted questions, which improves the quality of contact from the first minute.

A contextual view enables them to personalize their sales pitch and ask more targeted questions, which improve sales prospecting from the first minute.

2. Automated Follow-Up and Contact Management Across Channels

A multichannel software with automation features can schedule tasks, send reminders, suggest emails, and track conversations without manual intervention.

This ensures that no lead is lost due to lack of follow-up or human error.
It also allows for coherent contact management, even if the client switches channels during the process.

This kind of management increases team productivity and frees up time to focus on closing deals, not repetitive tasks.

3. Higher Closing Rates Through Unified Touchpoints

When all channels are integrated, the sales team can detect behavior patterns, identify key moments, and act at the right time.

For example, a customer who asks a question via WhatsApp and later replies to an email is showing active interest.
If both messages are in the same system, the agent can respond quickly and accurately.

By reducing friction and improving coherence in every interaction, the sales process becomes more efficient, and conversion rates increase naturally.

How Multichannel Centers Improve the Support Experience

Reduced Response Time and Ticket Prioritization

One of the most visible benefits of a multichannel contact center is the agility in customer service.

With all channels connected, agents can respond faster, without having to switch platforms.

Additionally, modern systems allow automatic ticket prioritization, based on channel, urgency or customer profile.

This prevents bottlenecks and improves operational efficiency.

The result is more dynamic support, where urgent cases are addressed first and responses are delivered faster, with greater context.

Personalization Through Access to Communication History

When a customer writes via WhatsApp, then calls, and later responds to an email, ideally all that information should be available in one place.

A multichannel software consolidates the full interaction history, allowing the agent to understand the case without asking the customer to repeat themselves.

This personalized support increases satisfaction, as the customer feels that the company knows them and can act quickly and precisely on their issue.

Managing Complex Queries With Cross-Channel Escalation

Some support cases start with a simple chat question and end with a call to a specialist.
A multichannel center allows escalation between channels without losing context.

This is key for solving more technical or sensitive problems, where the interaction needs to adapt to the moment and the most suitable channel.

In this model, channel switching becomes a benefit, not a barrier, as the customer experience remains fluid and uninterrupted.

How to Choose the Best Multichannel Contact Center Software

Define Your Communication Priorities and Critical Points

Before evaluating options, it’s essential to define your company’s most important channels and the current weaknesses in support.

Do you get more volume by phone, email or WhatsApp?

It’s also useful to identify current bottlenecks: long response times, lack of follow-up, scattered data, etc.

This will help you focus your search on solutions that solve what matters most.

The clearer the need, the easier it will be to choose a tool that aligns with your operation and goals.

Evaluate Integration Capabilities With Your Current Stack

The best software is not necessarily the most feature-rich, but the one that best adapts to your existing system.

That’s why it’s key to check whether it can easily integrate with your CRM, ticketing tools or communication channels.

Integration is what allows data to flow naturally, so your team doesn’t have to duplicate efforts logging information in multiple systems.

Avoid solutions that require drastic changes or complex development.
The goal is to add value without breaking what already works.

Compare Automation Features and Reporting Capabilities

A good contact center should do more than just centralize messages.

It should help you automate routine tasks, like initial replies, ticket assignment, or follow-ups.

It’s also essential to have detailed reports by channel, response times, satisfaction levels and team performance.

This will allow you to make informed decisions and identify areas for improvement.

Platforms with artificial intelligence often stand out here, as they provide automatic suggestions and predictive analytics that optimize support with less effort.

Analyze the Provider’s Scalability and Technical Support

Finally, it’s important to think long term. Make sure the chosen provider can scale with you, both in user count and functionality.

Ask if they offer local tech support, 24/7 availability, and training resources.
These factors often make the difference in implementation and day-to-day use.

Choose a provider that understands your challenges and is willing to accompany your support operation’s growth, not just the initial sale.

4 Industry Use Cases of Multichannel Platforms

1. Real Estate: Coordination With Buyers and Leads Across Channels

In the real estate sector, the sales process involves multiple touchpoints with the client, from the initial inquiry to the contract signing.

Leads may arrive through email, phone, WhatsApp or web forms, and maintaining the continuity of those conversations is crucial.

A multichannel software allows centralizing all these interactions, making it easier to manage property visits, document sharing, coordination with agents, and real-time opportunity tracking.

This reduces the risk of losing clients due to delayed responses and improves efficiency in converting leads into buyers.

2. E-commerce: Post-Sales Support Through Messaging Apps

Online stores receive daily inquiries about orders, shipping, returns or payments.

Many of these arrive through WhatsApp, Instagram, email or website chat, and teams must handle them quickly and in an organized way.

A multichannel software allows responses from a single inbox, prioritizes urgent requests, and automates frequently asked replies.

This not only speeds up post-sales service, but also increases customer satisfaction, as the client feels heard and supported after the purchase.

3. SaaS: SLA Compliance via Slack, Email and Calls

In software companies, customer support is not only reactive.

It often includes ensuring service level agreements (SLAs), providing technical support, or even collaborating via Slack or Microsoft Teams.

A multichannel contact center integrates all these channels, assigns responsible agents, and enables SLA compliance tracking in real time.

Moreover, support teams can escalate more complex cases to calls or video calls, always keeping the customer’s context intact.

4. Healthcare: Appointment Follow-Up via WhatsApp and Calls

Clinics, hospitals and health centers need to coordinate appointments, send reminders, and respond to patient inquiries through convenient and accessible channels.

The combination of WhatsApp and phone calls, within a single system, allows for automated follow-up, fewer no-shows, and better communication with patients.

A multichannel platform can also centralize clinical information linked to each contact, ensuring a more personalized and efficient experience, while meeting privacy standards.

Harmonix: The Most Complete Multichannel Contact Center Software

Harmonix AI is a solution designed to transform customer management, by integrating all communication channels into a single environment.

Whether calls, emails, LinkedIn or WhatsApp, everything is centralized and automatically recorded.

This not only improves traceability, but also provides more data for strategic decisions and better team coordination.

Thanks to its artificial intelligence engine, Harmonix automates repetitive tasks, suggests responses, and generates useful summaries without manual intervention.

Moreover, Harmonix installs over any CRM (like Salesforce or Dynamics), without replacing it, which facilitates adoption and minimizes operational friction.

The direct impact is clear: users work faster, with less effort and more focus,
and the company gains a complete customer view across every channel.

In industries such as inside sales, customer service, recruiting or financial services,

Harmonix becomes a key ally to scale operations, boost productivity, and sustainably enhance the customer experience.

Frequently Asked Questions (FAQs)

What Makes a Multichannel Contact Center Different From Traditional Tools?

Traditional tools usually focus on a single channel, like the phone, and force agents to use different systems to manage emails, chats or social media.

In contrast, a multichannel platform unifies all support channels in one interface.
This enables a more fluid, fast and coherent experience for the customer.

Also, having all the information in one environment improves traceability, team efficiency, and the quality of service.

Can I Track Metrics by Communication Channel?

Yes. One of the great advantages of multichannel software is that it lets you
measure the performance of each channel individually or combined.

This includes metrics like response times, interaction volume, satisfaction levels, and resolution rates.

These data help detect bottlenecks, adjust resources, and optimize processes.

With centralized reports, support and sales teams can make strategic decisions based on real, updated data.

How Do These Platforms Help With Lead Generation?

By centralizing all channels, multichannel platforms capture every relevant interaction with potential customers, from a WhatsApp message to an email inquiry.

These interactions can be automatically converted into leads, assigned to the right teams, and nurtured with personalized follow-ups.

Also, access to interaction history and task automation enables commercial teams to qualify and act on opportunities more quickly and effectively.

Does Multichannel Software Comply With GDPR and Other Data Regulations?

Most modern multichannel platforms are designed to comply with GDPR and other data protection regulations, as long as they are properly configured.

This includes features like user access control, encrypted communication, consent management, and interaction traceability.

It’s important to verify that the provider includes these functions and offers legal and technical support to adapt to the requirements of your industry or country.

Most modern multichannel platforms are designed to comply with data protection regulations like GDPR, as long as they are properly configured.

Can I Manage WhatsApp, Email and Calls From One Platform Like Harmonix?

Yes. Harmonix AI allows you to manage all these channels from a single place, offering a truly omnichannel experience.

No more switching between apps or separate tools.

Thanks to its architecture, Harmonix installs directly on any CRM (like Salesforce or Dynamics), without replacing it.

This makes it easy to use and avoids complex development.

Additionally, Harmonix helps users work faster and more productively, through task automation and real-time access to customer information.

By integrating calls, emails, WhatsApp and other channels, it also provides more data for strategic decision-making with a complete customer view.