Get the latest live chat benchmark data broken down by team size & industry

Read more

Today’s customers expect to connect with companies in the same way that they connect with their friends and family – using whichever digital channel happens to be the most convenient in that moment. This makes it vital for brands to allow their customers to reach out on a variety of digital channels – whether that be live chat, email, social media or even SMS.

To deliver this support efficiently and successfully, omnichannel customer service is vital. These platforms connect every channel together into one agent console so no matter what channel a customer reaches out on, the incoming query will be funnelled into a unified inbox.

When selecting the best omnichannel customer service platform for your organization, it’s important to consider each vendor’s specific offering. To make the decision process easier, we’ve compiled a list of the 4 best omnichannel customer service platforms, listed here in alphabetical order:

To help you find the best omnichannel customer support software, we’ve broken down our criteria into the following categories:

icon Product Features & Capability
Product Features & Capability

Even the best omnichannel customer support software vary widely in features and capabilities. In this category, we’ve listed the features that separate each vendor from the competition.

icon Reporting
Reporting and insights

Omnichannel customer service platforms are excellent at capturing customer insights and understanding how your agents and campaigns are performing. In this category, we’ll look at the different analytical tools provided by each omnichannel platform.

icon security
Security and compliance

Security is a major concern in every industry, and even more so in regulated industries. In this category we look at the major security compliances (like HIPAA, PCI DSS & GDPR) supported by the best omnichannel customer support software.

icon Integrations
Integrations

The power of omnichannel customer service platforms lies in the ability to leverage data, but this can only be achieved with integrations. In this category, we’ll look at some of the most important integrations available for each omnichannel provider.

icon Customer support
Customer support

When you’re adding to your own support capabilities, you shouldn’t overlook the support of your own vendors. Here, we’ll look at the customer support options available from the 4 best omnichannel customer service platforms.

icon Pricing
Pricing

Pricing options for each omnichannel software vendor can be difficult to compare. In this category we stack up the cost of each solution so that you can determine which offer the best value for your team.


Comm100 Logo
www.comm100.com
Headquartered
Vancouver, Canada
Founded
2009
Deliver excellent digital customer experiences through configurable, value-driven live chat, secure messaging, AI powered bots and automation within one integrated console.
Best for
Education, government and commercial organizations of all sizes that want a complete digital engagement solution without sacrificing value, customization, or security.

icon Product Features & Capability
Product features & capability
  • Live chat
  • Full phone and voice system integration
  • Knowledge base
  • Task bot
  • AI chatbot
  • Ticketing
  • SMS
  • 36 months data storage
  • Integrations with CRM, CMS, eCommerce, and social platforms
  • Pre/Post-chat surveys
  • Audio and video chat
  • Co-browsing
  • Advanced routing rules
  • Website real-time visitor tracking
  • Detailed reporting
  • Multi-language chat and auto-translation
  • Multiple and dynamic campaigns
icon Integrations
Integrations

Comm100 supports a variety of CRM, CMS, eCommerce, and social platform integrations, including:

  • Salesforce CRM
  • Microsoft Dynamics 365 CRM
  • Twitter
  • Facebook
  • Facebook Messenger
  • Instagram
  • WeChat
  • WhatsApp
  • Telegram
  • Line
  • SMS
  • Zapier
  • Zendesk
  • WordPress
  • Drupal
  • Joomla
  • Shopify Plus
  • Magento
  • Cisco UCCX/UCCE
icon Reporting
Reporting and insights

Comm100’s detailed reporting includes:

  • Chat Source and Chat Volume Reports
  • Queue Length and Wait times
  • Visitor Segmentation
  • Rating Report
  • Efficiency Report
  • Resolved & Unresolved Bot Chats & Conversions Report
  • High Confidence Answers Report
  • Usage Report
  • Tickets and messaging reports
  • Chat Transfer Report
  • Agent availability report
  • Agent performance
icon security
Security and compliance

Data level: All network communication is TLS encrypted, , data obfuscation, no storing of payment information

Application level: IP restriction, complex agent password policy enforcement, CAPTCHA verification, audit logs, SSO and LDAP available, credit card masking in platform.

Compliances: ISO 27001, PCI DSS, SOC 2 Type II, TRUSTe® Privacy Certified, HIPAA, GDPR, PIPEDA compliant

icon Customer support
Customer support

Comm100 offers 24/7 live chat support, plus phone support, SMS and WhatsApp during business hours. It is reported that they are quick to respond, provide reliable support, and will work to meet custom needs. On-premise customers tend to wait longer to resolve technical issues.

icon Pricing
Pricing

Comm100 has quote-based pricing across three plan tiers:

  • Omnichannel Gold
  • Omnichannel Platinum
  • Custom (configured to your specific needs)

Compared to Omnichannel Gold, Platinum package includes AI chatbot and more advanced integration, including support for all ticketing & messaging channels.

Pros
  • Implementation is quick and easy, platform is easy-to-use with an intuitive UI
  • Robust integrations including Salesforce and telephony
  • Feature-rich live chat software
Cons
  • Product is heavily weighted towards live chat versus other channels
  • Lack of customization options for agent console
  • Smaller company compared to other vendors
drift logo
www.drift.com
Headquartered
Boston, Massachusetts, United States
Founded
2015
Drift’s Conversation Cloud helps your marketing, sales, and customer teams easily connect with customers through conversations that build trust and grow revenue.
Best for
Drift is best for businesses that want to connect with customers more effectively for marketing, sales, and service.

icon Product Features & Capability
Product features & capability
  • Live chat
  • Custom and AI-powered chatbots
  • Proactive messaging
  • Automated booking
  • Email fallback
  • Saved Replies
  • Data enrichment
  • Custom branding
  • CRM routing
  • Email Signatures
  • Calendar integration
  • Visitor insights
  • Drift for Salesforce App
  • Integrations with CRM and ticketing platforms
  • Lead form automation
  • Visitor routing
  • Advanced lead routing
  • Multiple languages
  • Custom role-based access controls
icon Integrations
Integrations

Drift includes support for a number of integrations out of the box and supports Zapier for others. Depending on omnichannel needs, Zapier plans may incur additional costs on top of Drift pricing. Drift’s featured integrations include:

  • Salesforce
  • Salesloft
  • Marketo
  • 6Sense
  • Clearbit
  • Databox
  • DataGrail
  • Demandbase
  • Drip
  • Front
  • Google Marketing Platform
  • Lift AI
  • Oracle Eloqua
  • Piesync
  • Poptin
  • Privy
  • RollWorks
  • MadKudu
  • Outreach
  • HubSpot
  • Microsoft Dynamics
  • Office 365
  • Slack
  • Zapier
  • Zendesk
  • Zoom
icon Reporting
Reporting and insights

Drift’s reporting capabilities are largely focused on marketing and sales, including:

  • Revenue reports
  • Pipeline report
  • Closed won
  • Sales cycle
  • Meetings report
  • Playbook report
  • Conversations reports
icon security
Security and compliance

Data level: Data encryption in transit and at rest. At end of life, AWS destroys disks per NIST 800-88 standards.

Application level: Regular application tests and scans, password management policies and password controls

Compliances: SOC 2 Type II, Privacy Shield Certified, CSA, ISO 27001, ISO 27002, NIST, Cybersecurity Framework, CIS Controls

icon Customer support
Customer support

Drift offers chat support during business hours via live chat and email. Their Help Center provides a variety of resource materials for all products offered. It is reported they have poor response times and customers do not usually know when new features or updates are rolled out until after the fact.

icon Pricing
Pricing

Drift has a free plan with unnamed features, along with quote-based pricing across three plan tiers that add additional features:

  • Premium
  • Advanced
  • Enterprise
Pros
  • Dedicated app marketplace with almost any integration you can think of. They can also do custom integrations if needed
  • Very easy to use and set-up
  • Able to automate reports through email
Cons
  • Reported to have technical difficulties or “glitches” from time to time
  • Not as secure as other vendors, lacking transactional security measures such as PCI compliance
  • Functionality is limited, does not have co-browsing, agent wrap-ups, spellcheck, etc.
genesys logo
www.genesys.com
Headquartered
Daly City, California, United States
Founded
1990
Delight your customers, inspire your team, offer personalization on every channel, anywhere, anytime.
Best for
Organizations looking to deliver better customer service and introduce increased efficiencies

icon Product Features & Capability
Product features & capability
  • Live chat
  • Speech-enabled IVR
  • Voicebots
  • Chatbots
  • Chat and email routing
  • Co-browse and screenshare
  • SMS
  • Messaging apps
  • Inbound voice routing
  • Voicemail
  • Callback
  • Voice outbound campaigns
  • Digital outbound campaigns
  • Inbound / outbound blending
  • Unified communications
  • Interaction recording
  • Screen recording
  • Quality management and compliance
  • Workforce management
  • Employee performance & engagement
  • Speech and text analytics
  • Platform APIs
icon Integrations
Integrations

Genesys supports a variety of CRM and collaboration applications, with more available via third-party integration through their AppFoundry Marketplace. Available integrations supported natively include:

  • Microsoft Dynamics 365
  • Salesforce
  • Zendesk
  • Oracle
  • ServiceNow
  • Microsoft Teams
  • Zoom Meetings
  • Zoom Phone
icon Reporting
Reporting and insights

Genesis supports real-time and historical views of the following:

  • Personal views
  • Queue and agent
  • Interactions
  • DNIS, skills, wrap-up views
  • Flows – performance, destination, outcomes
  • Outbound campaigns
  • Scheduled callbacks
  • Quality admin and evaluator dashboards
  • Survey views
  • Agent activity
  • Intraday monitoring and schedule adherence views
icon security
Security and compliance

Data level: All data stored in AWS, uses AWS security protocols like TLS/SSL Encryption

Application level: Logical isolation to enforce strict control of data requests and access permissions

Compliances: PCI-DSS, SOC 1 and SOC 2, ISCO 27001, HIPAA, HITRUST, FedRAMP, C5, GDPR, California Consumer Privacy Act certification, US-EU and US-Swiss Safe Harbor.

icon Customer support
Customer support

Genesys offers a resource centre available for self-support for free. They also offer 24/7 phone and web portal support based on a paid license.

icon Pricing
Pricing

Genesys offers a variety of plan options with either monthly or hourly paid rates, these include (in USD):

  • Genesys Cloud CX1

$75 monthly or $0.68 Hourly

  • Genesys Cloud CX2

$110 monthly or $0.99 Hourly

  • Genesys Cloud CX3

$150 monthly or $1.35 Hourly

  • Genesys Choice

Price billed annually based on quote

  • Genesys DX

Additional quote-based options

Pros
  • Flexible API, offers a host of integrations in their marketplace to fit seamlessly into any tech stack
  • Easy to set-up and personalize, UI is well designed and easy to navigate
  • Able to centralize KB articles, chats, and emails into one simple platform
Cons
  • Reporting is not detailed or intuitive, cannot see data segmented by individual agents or departments
  • They do not offer real-time, 24/7 support
  • Issues with features like search functionality, managing user filters, and not being able to use proactive chat invitations unless you have both the “Message” and “Inbox” packages
intercom logo
www.intercom.com
Headquartered
San Francisco, California, United States
Founded
2011
Achieve your goals by creating better customer interactions at every step of the customer journey.
Best for
Sales and marketing teams looking for an omnichannel platform to track the entire customer lifecycle

icon Product Features & Capability
Product features & capability
  • Live chat
  • Team inboxes
  • Ticketing Workflows
  • SLA rules
  • Workload management
  • Role-based permissions
  • Outcome reporting
  • Help articles
  • Conversational bots
  • Resolution bot
  • Targeted messaging
  • Product Tours
  • Outbound email and in-product messaging
  • Push messages & notifications
  • Custom bots
  • Mobile carousels
  • Banner messages
  • Multi-channel campaigns
  • A/B testing & control groups
  • Message versioning
  • Custom events and customer segments
  • Smart lead qualification
  • Automatic meeting booking
  • Conversation routing rules
  • Account-based assignments
  • Revenue and performance reporting
icon Integrations
Integrations

Through Intercom’s app store, a variety of integrations with CRM, CMS, eCommerce, and social platforms are possible. Since some integrations have been built by third parties, additional fees may apply. Popular integrations include:

  • Instagram
  • Salesforce
  • Slack
  • Stripe
  • WhatsApp
  • Google Analytics
  • HubSpot
  • Google Calendar
  • Facebook
  • Calendly
  • Mailchimp Subscribe
  • Zapier
  • Twitter
  • Segment
  • Freshdesk
icon Reporting
Reporting and insights

Reports are available for lead generation, customer engagement, and customer support. These include:

  • Overview report
  • Leads report
  • Sales report
  • Custom Bots report
  • Customer Engagement report
  • Conversations report
  • Team performance report
  • Customer satisfaction report
  • Effectiveness report
  • Conversation tags report
  • SLAs report
  • Articles report
  • Resolution Bot report
icon security
Security and compliance

Data level: All data encrypted in transit using 256-bit encryption. API and application endpoints are TLS/SSL only. Data encrypted at rest using AES-256 encryption.

Application level: Password and credentials are stored using a PBKDF function (bcrypt), 2FA and SSO options available,

Compliances: SOC 2, HIPAA, CSA, ISO 27001, EU-US Privacy Shield

icon Customer support
Customer support

Intercom offers support hours 24/7 via messenger or email. In the event of service outage, response times are given based on response priority ranging from 3 days for non-critical issues to 2 hours for service critical matters.

icon Pricing
Pricing

Intercom starts with a small business plan with optional add-ons for Surveys, WhatsApp, and Product Tours, and scales with quote-based plans that offer more options:

  • Starter

$74 / month USD

  • Support

Quote-based pricing

  • Engage

Quote-based pricing

  • Convert

Quote-based pricing

Pros
  • Complete mobile messaging program including in-app service, SMS, etc.
  • Integrates with contact center IVR, allows deflection of customers from IVR hold to a chat
  • Diverse functionality including co-browsing and multiple campaigns
Cons
  • Does not offer on-premise deployment
  • Reporting is limited, unable to create custom reports and dashboards, must manually export reports
  • Customer information does not appear on the same window as the chat

Wrap up

To learn more about Comm100 and see how its omnichannel customer engagement platform can help your organization achieve digital CX excellence, book a demo to see Comm100 in action.