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Thanks to VoIP, the world’s just a click away. Grow your global influence into 160+ new markets and outperform your competition with excellent automated customer service. Remove obstacles, cut down resolution times, and let agents focus on what they do best.
Check 11 of the best Next-Gen Providers in 2023 to help you decide which one fits you the most.
#1 CloudTalk
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.
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 CloudTalk Voice replaces your outdated PBX business phone system and lets you scale with ease.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.
CloudTalk Voice provides high-quality offers, care, and service, all included in our business phone system solution.
With CloudTalk advanced features, your phone experience will get to a whole new level.
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.
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.
Based on 400+ CloudTalk reviews on 6 independent software marketplaces & platforms
4.4/5 – 260 reviews
4.4/5 – 840 reviews
4.4/5 – 310 reviews
4.5/5 – 260 reviews
#2 Vonage
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.
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.
#3 GoToConnect
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 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.
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.
#4 RingCentral
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 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.
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.
RingCentral MVP is a flexible cloud-based solution which is ideal for businesses of all sizes.
#5 Nextiva
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 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.
Although Nextiva is a well-known VoIP solution, there are some issues you should know about when considering this provider:
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.
#6 8×8
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.
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.
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.
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.
#7 Dialpad
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 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.
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.
Any size of sales organization looking to drive agent efficiency and speed up ramp times.
#8 Mitel
Mitel’s VoIP product, MiVoice Business, provides users with a comprehensive calling platform capable of meeting both their sales and customer support needs.
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.
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.
Mitel is best suited to enterprise-level businesses looking to maximize the productivity of their call center agents.
Pricing per Request.
#9 Aircall
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 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.
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.
#10 Microsoft Teams Phone
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 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.
#11 3CX
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.
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.
CloudTalk offers a wide range of enterprise-level call center software features at a startup-friendly price.
Small Businesses
It’s difficult to lead a small business, manage all the operational chaos, and be there for your customers all at the same time. With VoIP Call Center software, you can (virtually) be in multiple places at once. Route all incoming calls to your smart device while keeping your personal number private, or just take some load off your shoulders with auto-attendants and IVR.
Mid-Sized Businesses
Mid-sized businesses tend to have enough employees to take care of their operations, but onboarding new agents is still an issue. By using call monitoring, seasoned company veterans can help newbies and offer advice without the customer even knowing it, or jump into a 3-way call directly. Automatically dividing calls via ACD and setting up business hours for additional routing are only a few more invaluable features in the mid-sized call center toolbox.
Corporations
With so many people, tools, and resources rubbing shoulders in one place, staying efficient is one of the biggest challenges for corporate call centers. Thankfully, tools like call queues and smart and power dialers can help cut down busywork significantly. Analytics help you keep track of every important call center metric, while inter-connected 3rd party integrations help to keep your business running smoothly.
Building the world’s first financial super-app and managing millions of monthly transactions is no simple task. After going global, Revolut learned this the hard way, and soon, the need to grow its sales teams became obvious. And although the company managed to scale its SDR count from 0 to 500+ in just 18 short months, it still lacked one thing – a unified call center solution.
Revolut was looking for several things. A fast, reliable, and secure way to contact their prospects, easy access to actionable insights in their CRM, and the ability to easily expand into new markets. That’s when the company reached out toCloudTalk.
CloudTalk dramatically increased Revolut’s control over its inbound and outbound calling operations. Every sales agent’s work aspect can be monitored and tracked to improve performance. As a result, Revolut reduced sales operations by 40 hours per month, cut costs, and improved efficiency.
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”.
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.
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.
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