Web-based Call Center Solution: Communication Made Easy

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 prospects 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 a great 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 on the part of users. 

Pricing

Nice CXOne is a cloud-based contact center solution that offers a range of features, such as workforce optimization, analytics, and AI-powered automation.

Nice CXOne’s benefits

• Integrated workforce optimization and analytics tools.
• Flexible pricing plans to suit different business sizes.
• Advanced AI-powered automation.
• Omni-channel customer engagement.
• Seamless integrations with popular CRMs and other software.

Key features

• Workforce optimization: Schedule and manage agents and their tasks.
• Analytics: Monitor performance and identify areas for improvement.
• AI-powered automation: Automate repetitive tasks and improve efficiency.
• Omni-channel customer engagement: Communicate with customers across multiple channels.
• CRM integration: Integrate with popular CRMs like Salesforce and HubSpot.

What is Nice CXOne Missing?

Some users have reported that the platform can be expensive, and the setup process may be complex. Additionally, the reporting and analytics tools may not be advanced enough for some businesses.

Pricing

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’s 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 breaches. 

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 their VoIP telephony system with thousands of non-native systems. 
• Prices: Many consider Nextiva’s prices high, especially for small businesses.

Pricing

Twilio is a cloud communications platform that enables businesses to communicate with customers via voice, SMS, and messaging apps. It offers a range of tools and APIs for developers to build and customize communication workflows.

Twilio’s benefits

• Scalable and flexible platform.
• Wide range of communication channels.
• Extensive documentation and support.
• Advanced analytics and reporting tools.
• Robust security features.

Key features

• Programmable Voice: Make and receive calls with APIs.
• Programmable SMS: Send and receive SMS messages with APIs.
• Programmable Chat: Embed chat into web and mobile apps.
• Video: Add video capabilities to web and mobile apps.
• Flex: A fully programmable contact center platform.

What is Twilio Missing?

Some users have reported that the platform can be difficult to navigate, especially for non-developers. The pricing can also be confusing, as it charges for each API call, which can add up quickly for high-volume usage.

Pricing

Zendesk is a customer service and engagement platform designed to improve the customer experience. It offers a range of features such as ticketing, chat, and call center software.

Zendesk’s Benefits

• User-friendly interface.
• Multiple channels for customer support.
• AI-powered automation and analytics.
• Flexible pricing plans to suit different business sizes.
• Integrated customer relationship management (CRM).

Key features

• Ticketing: Organize customer requests and track their progress.
• Live chat: Interact with customers in real time.
• Call center software: Route calls and manage agents effectively.
• Self-service options: Allow customers to help themselves.
• Analytics: Monitor performance and identify areas for improvement.

What is Zendesk Missing?

Some users have reported slow response times from support, and the platform may be difficult to navigate for some. Advanced reporting features may also be limited for some businesses.

Pricing

Freshdesk is a cloud-based customer service software that offers a range of features for managing customer inquiries and support requests. It includes a variety of channels for customer communication, such as email, phone, social media, and live chat.

Freshdesk’s benefits

• User-friendly interface and intuitive ticket management system for efficient customer service handling
• Advanced reporting and analytics tools to track and analyze customer service metrics
• Customizable workflows and automation capabilities to streamline customer service operations
• Integration with a range of popular business applications, such as Slack and Salesforce

Key features

• Ticket management: Allows support agents to track, manage and resolve customer issues effectively.
• Multi-channel support: Provides customer support via email, phone, chat, social media, and more.
• Self-service portal: Offers a knowledge base feature to enable customers to find answers to their questions.
• Automation: Provides automation tools to reduce repetitive tasks and improve agent productivity.
• Reporting: Provides detailed reports and analytics to help businesses understand their support performance and make data-driven decisions.

What is Freshdesk Missing?

While Freshdesk is a comprehensive helpdesk solution, it lacks some features that businesses may require. For example, Freshdesk does not offer an agent interface or an auto-dialer.

Pricing

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, 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 lacks many 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. 

Pricing