VoIP Call Center Software for Excellent Experiences & Stable Growth

Q: How much does VoIP cost?

The cost of VoIP can vary depending on the provider and the features offered, number of users and the length of the contract. CloudTalk has 3 different plans : Starter at $25.00 per user per month. Essential at $30.00 per user per month. Expert at $50.00 per user per month. To get an idea of what else you should consider except for price, you can check out our e-book " How to choose a VoIP package ”.

Q: How does call center software work?

Call center software is designed to help businesses manage their customer interactions more efficiently. The software can handle various tasks such as call routing, call queuing, call recording, and reporting. When a customer calls the call center, the call is routed to the next available agent based on predefined rules. The agent can access customer information and history to provide personalized assistance. Call center software can also integrate with other tools, such as CRMs and help desk software, to provide a seamless experience. To learn more about how call centers work, check out our article on " How to start a virtual call center " on our blog.

Q: How many VoIP providers are there?

There are numerous VoIP providers in the market, each offering different features and pricing plans. Some of the top VoIP providers include CloudTalk, RingCentral, and Nextiva. You can learn more about all of them on our page .

Question 1

#1 CloudTalk

Answer

CloudTalk is a cloud-based call center and business phone system built to let you maximize your customer support efforts across all channels.

All you need to do is choose a number for one of the 160+ supported countries, and you can instantly start optimizing your workflows with advanced features, including IVR, click-to-call, power dialers, and more!

CloudTalk also supports 35+ other powerful integrations for helpdesk, e-commerce, and CRM systems, including HubSpot and Zendesk.

CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it’s used in sales for outbound calls and in customer service for inbound calls.

Set up your call center in 5 minutes

Setting up your call center has never been easier. CloudTalk Voice replaces your outdated PBX business phone system and lets you scale with ease. No need to invest in phone hardware or be afraid to work with IT experts. All you need is your internet browser and a headset and you’re ready to make your first calls.

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Cloudtalk Benefits

CloudTalk Voice provides high-quality offers, care, and service, all included in our business phone system solution.

Easy Management: Use CloudTalk’s web-based admin interface to manage your call center in real-time, add agents, phone numbers, and set up everything you need at any given moment.
Reduced Operational Costs: With our business phone system, you can significantly reduce your operational costs, as no special skills are required and there’s no need to hire extra IT specialists. CloudTalk can be managed in a user-friendly interface – all you need is an internet connection.
Accessible Anywhere: CloudTalk is a completely cloud-based business phone system – all you need is to set up your CloudTalk account. But don’t worry, if you already have an existing infrastructure, CloudTalk can be easily linked to it. Switch between your laptop and your cell phone easily.
Smarter Calls: Distribute all calls to your team in a smart way and view past customer interactions during the call to enhance customer experience. Native integrations with CRM, helpdesk or other popular apps boost your productivity and take lots of manual tasks out of your workflow.
SLA: A service level agreement can be provided for all CloudTalk PBX business phone systems, guaranteeing a maximum level of reliability and technical support.
Reliable Operation with 24/7 Monitoring: We always make sure your data and voice services are safe. All data (including VoIP itself) are stored in secured locations of Amazon AWS with 24/7 monitoring provided by CloudTalk experts.

Key Features:

With CloudTalk advanced features, your phone experience will get to a whole new level.

ACD: Automated smart and efficient queue distribution of inbound calls based on all available data to make sure that callers are always directed to the most qualified agent or agent group.
IVR: Create your multi-level interactive voice response (IVR) menu to guide the caller through different options. Make sure they are always directed to the right department, agent or group of agents and that they are receiving relevant information through customized messages.
Call Queuing: Create customized call queues. Inbound calls are sorted in call queues based on pre-defined rules and steered to available agents within the right group. Personalized messages are available as well.
Call Recording: CloudTalk can automatically make a recording of all calls. Once the call ends, you can listen to it directly from your internet browser anywhere and anytime. Improve customer interactions by monitoring your team’s calls.
International Numbers: Acquire international numbers (with geographic or non-geographic codes) from more than 160 countries. Local phone numbers allow customers from abroad to call you at standard local rates or free of charge.
Real-time Customer Card: Your agents can see all caller information displayed in one place. During the phone call, they can instantly look at the client’s history of interactions, orders, chat, or notes. This allows them to deliver top-notch customer service.
Callback: If there are any unanswered phone calls, CloudTalk can automatically call your customers back. A missed call from a customer is registered in the system, which will later dial the customer’s number until the agent and the customer are successfully connected.
Business Hours: Define your business hours and decide when you are available for receiving calls. Outside of these hours, you can choose a special personalized absence message, redirect calls to a different phone number or answering machine or even use various combinations.

What is CloudTalk Missing?

According to our users, CloudTalk Analytics needed remastering in order to give users more precise data. That is why we launched a new version of Analytics with in-depth insights into your calls, including call steps, reasons for missed calls, and much more.

What Type of Business is It Best For?

CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it’s used in sales for outbound calls and in customer service for inbound calls.

Pricing:

If you’re interested in learning more about the following competitors, just click the drop-down menu.

Question 2

#2 Vonage

Answer

Vonage is among the best-known virtual phone providers in the world. They’ve been in the business for over 20 years and have established an enviable market leader reputation.

Vonage’s benefits

The Virtual Receptionist automatic attendant feature allows calls to be forwarded to other departments.
Moreover, businesses can provide callers with alternatives for call routing that let them use either their name or an extension to dial. Before having their calls routed to a department, callers can also use the company directory.
Even when businesses use cloud services that consume a lot of bandwidth, such as collaboration, chat, and video tools, Vonage’s network optimization features ensure call continuity and call quality.

Key features:

Stability and reliability
Auto-attendant
CRM integrations
Voice and video conferencing
Call forwarding services

What is Vonage missing?

Unfortunately for customers, Vonage has capitalized on its reputation by charging much more for its services than other comparable virtual phone software providers.

Vonage pricing also includes many hidden fees that make the service far more expensive than expected.

This can be a real downside for small businesses that need to be more discerning about how and where they expend their resources.

Pricing

Question 3

#3 GoToConnect

Answer

GoTo Connect is a frequent go-to choice for scaling businesses. Let’s take a closer look at this VoIP provider’s offering, examine its strengths and weaknesses, and determine whether it delivers on its promises.

GoTo Connect’s Benefits

Seamless integration with other GoTo products for improved communication.
Provides a unified communication solution for remote teams.
Offers an easy-to-use interface for call management and administration.
Provides scalable solutions for businesses of all sizes.
Excellent customer support.

Key Features:

Voice and video calling: Make and receive calls from anywhere.
Screen sharing: Share screens with others to collaborate on documents and presentations.
Virtual meetings: Host and join virtual meetings from any device.
Call management: Manage calls and voicemails through an intuitive interface.
Mobile app: Access GoTo Connect features from a mobile device.

What is GoTo Connect Missing?

GoTo Connect does not provide advanced call center features such as Automatic Call Distribution (ACD), skill-based routing, or smart dialers. It also does not provide local phone numbers for all countries, which may be a disadvantage for some businesses.

What Type of Business Is It Best For?

GoTo Connect is an ideal solution for small to medium-sized businesses looking for a unified communication solution that can support remote teams. It’s also suitable for businesses that need an easy-to-use interface for call management and administration, as well as excellent customer support.

Pricing

Question 4

#4 RingCentral

Answer

When you think about VoIP telephony solutions, RingCentral is probably among the first ones that come to your mind. It’s no wonder the company has been on the market for over 20 years and has built quite a reputation for itself.

RingCentral’s Benefits

RingCentral has a great variety of features and offers HD-quality voice and video. The provider is a good fit for enterprises since it offers an omnichannel experience and lead qualification tools, as well as management, collaboration, and performance features – all in a single software.

Key Features:

SIP Trunking
IVR
Call Recording
Call Routing
Contact Management

What is RingCentral Missing?

Despite all the positives, RingCentral does lack quite a few essential tools that modern businesses require.

features like native sentiment analytics, Speech-to-Text transcription, smart dialers or Skill-based routing are only included in Contact Centre Solution. The same goes for some agent management features, like monitoring.

The Call recording tool and Toll-free numbers are only available as add-ons, for an additional cost.

Furthermore, RingCentral’s implementation can take as much as 90 days and involves an implementation fee.

RingCentral UI is also not always the friendliest to work with.

What Type of Business Is It Best For?

RingCentral MVP is a flexible cloud-based solution which is ideal for businesses of all sizes.

Pricing

Question 5

#5 Nextiva

Answer

Nextiva is a big player in the VoIP market, providing services to more than 15,000 customers. Nextiva is widely regarded as user-friendly — users can start calling within minutes thanks to a simple and intuitive setup process. Furthermore, the system is hosted by Nextiva, which makes maintenance of the software Nextiva’s responsibility.

Nextiva Benefits

Nextiva offers various advanced features, including conference calling, voicemail transcription, multi-level attendant, and much more. The provider also integrates with solutions like Zendesk, ConnectWise or MS Teams.

Nextiva’s HIPAA-compliant virtual faxing makes it a great solution for healthcare workers. Medical employees can share information without having to worry about data breach.

Furthermore, 24/7 support means agents are always on hand to assist you.

Key Features:

Unlimited Calling
Video Conference Recordings
Mobile & Desktop Apps
Workflow Optimization
Omnichannel Communications

What is Nextiva Missing?

Although Nextiva is a well-known VoIP solution, there are some issues you should know about when considering this provider:

Integrations: Nextiva is missing certain integrations, like Slack or Zapier. With Zapier, users are able to connect your VoIP telephony system with thousands of non-native systems.

Prices: Many consider Nextiva’s prices high, especially for small businesses.

What Type of Business Is It Best For?

Businesses that need a robust, secure and reliable enterprise phone system that works across every device and comes with advanced features like video conferencing, mobile app, call recording, and more.

Pricing

Question 6

#6 8×8

Answer

8×8 is an evergreen telephony solution focusing on integrations and analytics. The provider is well-suited for enterprises, but lower-tier subscriptions also work for smaller organizations. There are many benefits 8×8 can offer its subscribers.

8×8′ benefits

First of all, the provider has done a great job building an Analytics system that can effectively track large-scale business processes. 8×8’s reporting system centralizes all data in a single place, so managers can make their teams more organized and speed up their workflow. You’ll also get real-time reports.

Then, we have the solution’s comprehensive integrations with software like Salesforce, Slack, Microsoft Teams, and many more. Furthermore, 8×8 users get unlimited calling to 40+ countries. 8×8 telephony software comes with a smart dialer, click-to-call, and call recording.

Key features

Call Center Management
IVR
Contact Management
Analytics & Reporting
Call Monitoring

What is Dialpad Missing?

If you own a business that works globally, there are a few things about 8×8 you might want to consider:

A crucial restriction, mainly for big international companies, is that there are regional constraints on unlimited calling. Users with the basic Express plan can only use unlimited calling in the US and Canada.

MS Office is required: You need an office where you want to call to get a number from there.

Geographical restrictions for SMS: You can only use the SMS feature within the US, and 8×8 does not cover costs for mobile numbers in Brazil.

Integrations: 8×8 doesn’t partner with telco companies so users won’t have native integration with specific solutions like Whatsapp. Non-native integrations must be set up by the tech team.

Features: 8×8 lacks features like call tagging for more efficient calling processes, call masking for protecting your personal information, and API for connecting with the tools you love. Automation tools like IVR, skill-based routing, or automated callback come only with high-tier plans. You have to pay extra to get call recording. Dialpad also lacks a visual flow editor for its Call flow designer. Furthermore, you can’t send SMS messages outside of the US and Canada, although this feature will soon become available to those in the UK. The provider offers a pretty limited integration stack, and Voicemail drop comes only with Dialpad Sell.

Pricing:

Question 7

#7 Dialpad

Answer

Unless you’re new to the VoIP telephony market, you’ll surely have heard of Dialpad. It’s a reliable, unified telephony solution with simple built-in AI, and advanced analytics. A live chat, phone hotline, and knowledge base make it a great deal for customer support teams.

Dialpad’s Benefits

Dialpad’s main advantages are voice intelligence and uptime between 99% and 100%. You’ll get conference video calls, sentiment analysis, voicemail transcriptions, call tracking metrics, Speech-to-Text for an automatic call recording, and much more.

With Dialpad, you can call to the US and Canada for free and from anywhere in the world. Inbound and outbound calling within your country is also free of charge. The provider has a modern, well-organized UI, plenty of training videos and a well-built mobile application.

Key Features:

Call Recording
Machine Learning
Call Analysis
Customer Scoring
Call Routing

What is Dialpad Missing?

While Dialpad does offer a Power dialer, it lacks a Smart dialer and a Predictive dialer. The Power dialer feature is limited, as it only works in conjunction with Salesforce. Unlike the CloudTalk app, the Dialpad app only allows users to only dial phone numbers manually.

The Preferred agent feature only works through API.

Dialpad also lacks a visual flow editor for its Call flow designer. Furthermore, you can’t send SMS messages outside of the US and Canada, although this feature will soon become available to those in the UK.

The provider offers a pretty limited integration stack, and Voicemail drop comes only with Dialpad Sell.

What Type of Business Is It Best For?

Any size of sales organization looking to drive agent efficiency and speed up ramp times.

Pricing

Question 8

#8 Mitel

Answer

Mitel’s VoIP product, MiVoice Business, provides users with a comprehensive calling platform capable of meeting both their sales and customer support needs.

Mitel’s Benefits:

Mite’ls list of features offers a number of benefits to users, improving their efficiency and productivity, regardless of whether they work from the comfort of their home or the office. The phone system was designed with flexibility in mind, making it easy to scale with your business, without breaking the bank. What’s more, Mitel pays close attention to their customer experience, so you’ll always have someone to talk to, should anything ever go wrong.

Key Features:

Call forwarding to mobile numbers
Video conferencing
Drag-and-drop call flow designer

What is Nextiva Missing?

Reviewers on G2 have complained about connectivity issues with this service. The interface can also be difficult to navigate for new users, according to some.

What Type of Business Is It Best For?

Mitel is best suited to enterprise-level businesses looking to maximize the productivity of their call center agents.

Pricing:

Pricing per Request.

Question 9

#9 Aircall

Answer

Aircall is an advanced calling solution used by 15,000+ clients. It’s designed to speed up sales processes, boost communication with prospects, and close more deals. You can automatically dial multiple candidates in a back-to-back queue and surface crucial contact information directly within the phone interface.

Aircall’s benefits

Aircall excels when it comes to automation. The provider also features many useful integrations, including Intercom, Pipedrive, and Zapier. Furthermore, it offers Advanced automation tools, user-friendly apps, and reliable customer support.

Key features

Automatic Call Distribution
Call Monitoring
Call Transfer
Call Recording
Call routing

What is Aircall Missing?

Aircall lacks some essential video-calling features. Webinar hosting and screen-sharing capabilities are severely limited on the platform, which can lead to a fair amount of frustration for users.

Pricing:

Question 10

#10 Microsoft Teams Phone

Answer

Microsoft Teams Phone is a cloud-based calling solution that integrates with the popular Microsoft Teams collaboration platform. It offers various calling and meeting features and the ability to make and receive calls from any device.

Microsoft Teams Phone’s benefits

Integration with the Microsoft Teams platform for seamless communication and collaboration
Advanced AI capabilities, such as transcription and translation, for more efficient communication
High-quality audio and video calls with a range of features, such as background blur and live captions.
Compatibility with a wide range of devices, including desk phones, mobile phones, and computers

Key features

Call recording and voicemail transcription for easy retrieval and review of important information.
Call routing and auto-attendant functionality for efficient call management and handling.
Emergency calling features for added safety and security
Integration with popular business applications, such as Salesforce and ServiceNow

What is Microsoft Teams Phone Missing?

Microsoft Teams Phone is primarily designed for use with the Microsoft Teams platform, which may not be the best fit for businesses that rely on other communication and collaboration tools. Additionally, some users have reported issues with call quality and reliability.

Pricing:

Question 11

#11 3CX

Answer

3CX is a software-based PBX system that offers a complete unified communications solution. It provides businesses of all sizes with enterprise-level features that allow them to improve their communications processes. 3CX has an easy-to-use interface and provides advanced features that boost productivity and improve customer experience.

3CX’s benefits

Integration with popular CRMs, such as Salesforce, Microsoft Dynamics, and HubSpot, allows for a streamlined sales process.
Video conferencing: 3CX provides video conferencing that supports up to 250 people. This feature is available on desktop, mobile, and in your browser.
WebRTC technology: This enables you to make and receive voice and video calls directly from your web browser.
User-friendly interface: 3CX provides a clean, modern, and intuitive user interface that is easy to navigate.
Cost-effective: 3CX is much more affordable than traditional phone systems. It requires no additional hardware or maintenance fees.

Key features

Web-based management console: The web-based console enables you to manage your phone system from anywhere in the world.
Mobile Apps: The mobile app allows you to take your office with you, giving you access to all the features of your desk phone.
Advanced call center features: The system provides all the features required to operate a professional call center, such as call queuing, call routing, and call monitoring.
SIP Trunks: 3CX supports many popular SIP trunks, making it easier to connect with other VoIP services.
Unified Communications: 3CX integrates with popular chat platforms, such as Slack, Microsoft Teams, and more, allowing for improved internal communications.

What is 3CX Missing?

One significant limitation of 3CX is the lack of an agent interface. This means that users need to download and install a third-party application to use the system. There is also no real-time reporting or a card-free trial.

VoIP Call Center Software for Excellent Experiences & Stable Growth

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Cloudtalk Benefits

Key Features:

What is CloudTalk Missing?

What Type of Business is It Best For?

Pricing:

If you’re interested in learning more about the following competitors, just click the drop-down menu.

#1 Rated call center software

Vonage’s benefits

Key features:

What is Vonage missing?

Pricing

GoTo Connect’s Benefits

Key Features:

What is GoTo Connect Missing?

What Type of Business Is It Best For?

Pricing

RingCentral’s Benefits

Key Features:

What is RingCentral Missing?

What Type of Business Is It Best For?

Pricing

Nextiva Benefits

Key Features:

What is Nextiva Missing?

What Type of Business Is It Best For?

Pricing

8×8′ benefits

Key features

What is Dialpad Missing?

Pricing:

Dialpad’s Benefits

Key Features:

What is Dialpad Missing?

What Type of Business Is It Best For?

Pricing

Mitel’s Benefits:

Key Features:

What is Nextiva Missing?

What Type of Business Is It Best For?

Pricing:

Aircall’s benefits

Key features

What is Aircall Missing?

Pricing:

Microsoft Teams Phone’s benefits

Key features

What is Microsoft Teams Phone Missing?

Pricing:

3CX’s benefits

Key features

What is 3CX Missing?

Pricing:

6 Most Powerful Features for VoIP Call Centers

Call Center Management

Reporting & Analytics

Reporting & Analytics

Automatic Call Distribution (ACD)

Voicemail

Virtual Numbers

How Call Centers Use VoIP Software

Revolutionizing Revolut’s Sales

FAQ

How much does VoIP cost?

How does call center software work?

How many VoIP providers are there?

Connect agents, customers and other software, together in the cloud