Question: I need a business phone system that can deliver a better customer experience with skill-based routing and live call monitoring - can you suggest one?

If you're looking for a business phone system that can help you improve the customer experience with skill-based routing and live call monitoring, Nextiva is a good choice. It offers intelligent routing with situation and skill-based routing, ACD algorithms, and in-queue sidebar, which means calls are routed to the right agents at the right time. Nextiva also comes with AI-powered tools for knowledge bases, secure payment assistance, and automated dispositioning, so it's a good option for companies looking for a more comprehensive way to improve customer interactions.

Another good option is RingCentral, an all-in-one cloud communications platform. RingCentral offers AI-first video meetings with transcripts and recordings, advanced business SMS, team messaging, and file-sharing. For contact centers, it offers RingCX for omnichannel solutions, event management, sales intelligence, and integrations with other business apps. RingCentral's AI Quality Management and Conversation Analytics features can help you improve agent productivity and customer interactions with real-time monitoring and actionable insights.

Genesys Cloud CX is another good option, an AI-powered contact center platform designed to orchestrate every customer journey. It offers omnichannel engagement, contact center optimization, end-to-end journey management, and workforce engagement management. It's designed to improve response rates, first-call resolution, and agent productivity, so it's a good option for companies looking to improve their customer service operations.

For companies looking to modernize their customer service operations, Vonage Contact Center offers a cloud-based solution with AI-Powered Routing for dynamic agent assignment and conversation analysis for real-time insights. It comes with pre-built CRM integrations, customizable dashboards, and a range of analytics tools to track KPIs and agent performance. The platform offers omnichannel customer experiences and is designed to be scalable for companies of all sizes.