The Best Cloud based call center software In 2022

By 1 week ago

Price and Feature Comparison of the Top On-premises and Cloud Based Call Center Software for Inbound and Outbound Calls:

Cloud based business phone system facilitate communication by utilizing the Internet and cloud technology. It is also known as a VoIP platform or an Internet-based phone system.

The biggest advantage this type of setup provides is affordability – you don’t have to make a large investment in hardware, installation, and maintenance because the provider handles all of that.

Cloud computing is built for low cost and agility, providing you with a practical and efficient solution. Some service providers even provide free plans. We’ll look at some of the best cloud based phone systems for small business below.

What is cloud based call center phone system?

A cloud based call center phone system is an application that manages customer conversations from numerous channels and sources. It assists agents in making outgoing calls, managing incoming calls, measuring call metrics, and managing the workforce.

In a call center, a team handles all telephone calls, whereas the Contact Center is the hub of all client conversations that occur via phone, email, chat, or social media.

Call Center Solutions are classified into two types:

  • Call center software installed on-premises
  • Cloud-based contact center software

You will have control over the phone systems with on-premises systems, but you will have to pay for hardware, which includes the effort and cost of maintaining the system.

Another disadvantage of this type of system is that it limits business scalability for multiple locations. Cloud-hosted contact center software overcomes all of these limitations.

There will be no need for hardware with cloud-hosted call center software, and the price will be based on usage. There will also be no need for installations. It provides advantages such as data security and availability (anytime, anywhere, anyplace).

It is critical to select the right software, which could be contact center software or contact center software, to help your business grow. It should offer you seamless scalability. Call monitoring, call barging, and real-time dashboards are among the features offered by this software.

List Of Best Call Center Software

The following are the most popular Call Center solutions that are widely used around the world, including in the United States, the United Kingdom, and India.

  1. 8×8 Virtual Call Centre
  2. Freshdesk
  3. RingCentral Contact Center
  4. CloudTalk Business Phone System
  5. Dialpad
  6. LiveAgent
  7. Five9 Cloud Contact Center Software
  8. Talkdesk Cloud Platform
  9. Zendesk Talk for Inbound Call
  10. Avaya Contact Center
  11. Ytel
  12. CrazyCall
  13. Convoso
  14. Knowmax

#1) 8×8 Virtual Call Center

8×8 Pricing: For the ContactNow product, 8×8 offers three pricing options. The Standard plan is completely free. The Pro plan costs $50 per user per month, while the Ultimate plan costs $75 per user per month.

8×8 offers a cloud-based contact center management solution capable of handling both inbound and outbound calls. It offers a Virtual Contact Center with enterprise contact center functionality.

The ContactNow contact center is a small business solution. 8×8 also offers business phone systems as well as a platform for integrating phone, meetings, and team messaging.

Features:

  • It includes features such as skill-based routing, IVR, Queued callback, web callback, and Inbound chat, email, and social channels for Omnichannel routing.
  • It provides historical and real-time reports, as well as customer experience and speech analytics.
  • It can be integrated with either Native CRM or a third-party integration.
  • Agents have knowledgebase, Expert Connect, and Co-browse capabilities.

The verdict is 8×8. Contact Center is a cloud-based solution that includes a variety of features and functionalities such as voice and screen recording and archiving. It includes features such as internal chat for agents and supervisors as well as quality management.

#2) Freshdesk

Freshdesk Pricing: Free for the first ten agents. Basic plans begin at $15 per user per month, Pro plans begin at $49 per user per month, and Enterprise plans begin at $79 per user per month. A free 21-day trial is also available.

Freshdesk provides a digital-first call center solution that can improve the customer experience across all communication channels.

Freshdesk assists you in automatically routing calls received through your defined channels to the appropriate company team member.

With the help of intuitive IVR and voice bot technology, you can also provide voice support to your customers around the clock. Freshdesk also makes it easier to evaluate the performance of your call center based on real-time data.

Features:

  • Make it simple for multiple team members in your organization to collaborate.
  • Use IVR and voice bots to provide 24-hour customer service.
  • KPIs and metrics can be tracked using a customizable omnichannel dashboard.
  • Integration with several CRM and billing tools is seamless.

Freshdesk’s contact center-essential features ensure that you provide the best customer support to your customers around the clock.

The platform provides you with the telephony and chat capabilities you need to significantly reduce your business’s costs while increasing employee productivity.

Cloud-based deployment

Any platform can be used.

#3) RingCentral Contact Center

The RingCentral Contact Center Basic plan includes standard IVR and ACD capabilities. Its Advanced and Ultimate plans include Advanced IVR and ACD capabilities. It is compatible with the Omnichannel contact center. It offers adaptable reports.

It has over 40 features for routing, integration, administration and management, workforce management and optimization, customer engagement, flexibility, safety, dependability, and security.

Features:

  • It includes ACD, IVR, skill-based routing, virtual hold, voicemail routing, Omnichannel routing, outbound dialing, outbound campaign management, chat & co-browse, and social media interactions for intelligent routing.
  • It includes call recording, pre-built reports, silent monitoring, barging, omnichannel analytics, supervisor tools, and other features for administration and reporting.
  • It includes features such as speech and text analytics, performance management, coaching and learning tools, screen recording, gasification, and more for workforce management and optimization.

RingCentral Contact Center includes features such as permission-based access, encryption, and disaster recovery. It also includes collaboration, PBX integration, and a shared directory. RingCentral guarantees a 99.99 percent uptime.

Best Cloud based call center software In 2022

#4) CloudTalk Business Phone System

CloudTalk Pricing: CloudTalk has three plans available, as well as a custom enterprise plan. Prices vary according to the number of seats and features. Monthly and annual plans are available with a 30% discount.

CloudTalk is a business phone system designed for sales and customer service representatives. It assists sales teams in dialing faster and closing more deals by automating the dialing process, as well as customer service teams in maintaining high customer satisfaction by handling more calls with smart routing and IVR.

Each CloudTalk plan includes access to the online dashboard, as well as native desktop (Windows and Mac) and mobile apps (iOS and Android). It also assists businesses in keeping data synced by providing native integrations with CRMs, Helpdesks, Shopping carts, Zapier, and API.

Features:

  • Templated SMS/Text messaging
  • Power dialer with scripts and surveys, Smart dialer, and Click-to-Call are all available.
  • Drag and Drop builder for Interactive Voice Response (IVR).
  • Outbound dialing and inbound call distribution
  • 50+ CRM integrations (Salesforce, Hubspot, Pipedrive, and others) as well as Helpdesks (Zendesk, Freshdesk, Zoho, and others) and Zapier + API.
  • It includes features such as agent scripting, voice mail, call conferencing, and toll-free numbers.
  • CloudTalk provides local phone numbers from over 70 countries (toll-free as well).

CloudTalk provides cloud-based phone software that is extremely easy to deploy and set up, even for non-technologists. It allows you to set up an online call center with all the bells and whistles from anywhere in the world while keeping a local presence with national phone numbers.

It is GDPR and PCI compliant, has a 99.99 percent uptime, and has excellent customer call quality ratings. Plans start at $15 per month, making them very affordable for small businesses.

Cloud-based deployment

Windows, Mac, iPhone/iPad, Android, and web-based are all supported.

#5) Dialpad

Price: A 14-day free trial of the platform is available. Plans for a business phone system begin at $15 per user per month. It provides free unlimited video conferencing as well as a business plan for $15 per user per month.

The monthly cost of Sales Dialer begins at $95 per agent. A quote for the Contact Center solution is available. All of the prices listed are for annual billing.

Dialpad is a cloud communication platform powered by AI that can take notes and analyze sentiments. You will have a single location to record calls, mute, hold, and so on.

It will transfer between devices with ease. It is compatible with G Suite, Office 365, and Salesforce.

Features:

  • Dialpad supports over 50 countries for local numbers.
  • It includes call routing, live call coaching, powerful analytics, and the ability to port existing numbers.
  • Dialpad includes features such as automatic spam detection, collaboration, unlimited calling, multi-level auto attendant, and more.
  • It allows for quick and easy deployment.

Dialpad is a user-friendly platform. It can be used on any device and from any location. It has strong features. Its business phone app allows you to check voicemails, make calls, and send messages from your mobile device.

Cloud-based deployment

Any platform can be used.

#6) LiveAgent

LiveAgent is a call center software that runs in the cloud. The software includes complex IVR trees, call routing, and unlimited call recordings for both outbound and inbound call centers.

LiveAgent provides live chat, ticketing, knowledgebase, customer portal, and reporting capabilities in addition to call center software.

Features:

  • Integrates with 99.9% of VoIP service providers.
  • Has intelligent call routing, IVR, unlimited call recording storage, video call support, and powerful data analysis and reporting capabilities.
  • It accommodates both inbound and outbound calls.
  • Over 180 help desk features are available, including social media integrations, ticketing, live chat, and self-service options.
  • Over 40 third-party apps are integrated.
  • Support is available 24 hours a day, seven days a week.
  • As part of its help desk software, LiveAgent offers a completely cloud-based call center solution. The price-to-value ratio is unrivaled.

Cloud-based deployment

Windows, Mac, iPhone/iPad, Android, and web-based.

#7) Five9 Cloud Contact Center Software

Price: The price will be determined by the number of seats, usage, and features. It offers both monthly and annual plans. You can request a quote for pricing information.

Five9 is a contact center that operates in the cloud. Outbound, Inbound, Common Platform, and Administrative features are included in the Five9 Call Center solution.

It employs AI to provide a more personalized customer experience. It can generate over 100 different types of reports.

It offers 247365 customer service via phone, email, and a customer portal. Call recording, historical reporting, real-time reporting, cloud APIs, and data import are all available.

Features:

  • It is compatible with CRM.
  • It has a predictive dialer, ACD intelligent routing, and IVR with Speech Recognition.
  • It offers a hybrid solution for both inbound call distribution and outbound dialing.
  • It provides an omnichannel solution that enables seamless movement of agents across social media, live chat, voice calls, and other channels to provide a better experience for your customers.
  • It includes features such as agent scripting, voice mail, call conferencing, and toll-free numbers.
  • It has dialers that are Predictive, Progressive, and Power.

Verdict: Five9 offers a completely cloud-based solution with all of the features of an on-premises system. It uses unstructured data from email, chats, and other data channels to determine customer intent.

It has Local Number Options, DNC Compliance, Web Callback, and text-to-speech and speech recognition capabilities.

Cloud-based deployment

Windows, Mac, iPhone/iPad, and web-based platforms are supported.

#8) Talkdesk Cloud Platform

Talkdesk offers two price plans: Professional and Enterprise (Get a quote) (Get a quote). On request, a free demo is also available.

The intelligent routing capabilities of Talkdesk include ACD, IVR, Ring Groups, etc. Both options allow for unlimited call recording.

It offers powerful voice capabilities as well as a speed dialer. It features a sophisticated network design. Talkdesk gives Outbound Dialer too.

Features:

  • It includes capabilities for quality management such as call recording, call monitoring, and call barging.
  • It features intelligent routing that can route calls based on caller information, IVR, CRM data, etc.
  • Talkdesk is compatible with over 30 systems, including Salesforce and Zendesk.
  • It offers customizable reports and a dashboard in real time.

Talkdesk offers a platform that is founded on microservices architecture and CPaaS. This technology will provide improved call quality and availability, as well as worldwide scalability on demand.

#9) Zendesk Talk for Inbound Call

There are five pricing plans available for Zendesk Talk, including Lite (free), Team ($19 per agent per month), Professional ($49 per agent per month), Enterprise ($89 per agent per month), and Partner Edition ($9 per agent per month). There is also a free trial for the Lite, Team, and Professional plans.

Zendesk offers an embedded call center solution called Zendesk Talk. It has both inbound and outbound calling capabilities. It allows you to choose a port from an existing number. For 40 countries, a local and toll-free number is available.

Zendesk supports multiple telephone calls. It supports Inbound MMS, SMS Notifications, Outbound SMS, Inbound SMS, among others.

Features:

  • It permits unlimited simultaneous calls.
  • It allows for the creation of Voicemails and tickets with optional transcriptions.
  • It features Warm transfer, call recording, and call management capabilities.
  • It also provides features for routing and queuing calls, such as IVR systems, call queues, group routing, round-robin routing, call-back from a queue, etc.
  • Monitoring and reporting functions are supported by real-time dashboards, advanced analytics, and call monitoring and barging.

Zendesk Talk is a call center solution with advanced features and functionalities, such as automatic ticket generation from phone calls and voicemails. It supports browser-based calling and personalized greetings.

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#10) Avaya Contact Center

Two pricing plans are available for the Avaya cloud-based contact center: Basic (starting at $109 per user per month) and Advanced (starting at $129 per user per month).

Avaya Contact Center is an automated solution for speech, video, email, and chat applications, both incoming and outgoing. It offers an aided service. Interaction recording, voice analytics, and automated scheduling are included.

Features:

  • It offers AI-based solutions that improve human decision-making, streamline operations, and automate processes.
  • It can identify mobile callers and provide them with a device-specific mobile web experience.
  • It includes DTMF auto attendant and agent call recording capabilities.

Avaya Contact Center is equipped with capabilities for screen capture, quality management, and coaching. It provides both historical and real-time reports.

Avaya cloud-based contact center website

#11) Ytel

Agent License for Contact Center costs $99 In addition to Unlimited Outbound Calling Line ($10), additional services include Phone Number ($2.50), Local SMS ($0.0075), Inbound Voice ($0.01), and Toll-free number ($5).

Pricing for Contact Center software begins at $100 per seat. Pricing will be determined by the number of seats and the amount of usage.

Ytel will assist you in dealing with disorganized contact lists, disorganized workflows, high traffic, and low conversion.

Ytel offers a Voice API for Inbound and Outbound calls, IVR, Call Recordings, Conferencing, and Transcription. It offers cloud-based deployment and an open API.

Features:

  • It offers Inbound Calls, Outbound Calls, Call Recordings, Agent Scripting, DNC Safeguard, Skill-based Routing, and Time Zone Protection for Contact Center.
  • Local Numbers, vanity Toll-Free Numbers, Short Codes, Tracking Numbers, and SMS-Enabled Business Lines are supported.
  • It provides an API for programming Voice and Message.
  • Outbound Campaign Builder, Intelligent Routing, and Inbound Lead Conversion are included.
  • It supports Inbound SMS, Outbound SMS, Shortcode Messages, Toll-free Messages, and A2P Messages via SMS API.

Ytel is straightforward, user-friendly, and dependable software. It offers APIs as well as professional services. It provides US-based customer support 24 hours a day, seven days a week.

#12) CrazyCall

CrazyCall offers three pricing plans: Starter ($11 per month per user), Team ($22 per month per user), and Professional ($45 per month per user). It offers a 14-day free trial.

CrazyCall is a business phone system that is customized to meet your requirements. It has call monitoring and recording capabilities.

It allows for international phone numbers. It features call transfer, conference calling, and an autodialer. CrazyCall offers toll-free telephone numbers.

Features:

  • It provides an automated dialer for outbound calls.
  • It will enable you to auto-schedule calls and set intervals between calls.
  • The call monitoring feature includes a daily dashboard for monitoring live performance and the ability to generate reports from historical data.
  • The tool will enable real-time call listening.
  • It permits the transfer of an active call.

Conclusion: CrazyCall enables the creation of customized call scripts. With the Professional plan, it offers unlimited data storage. It offers conference calling and customized reporting capabilities.

The website for CrazyCall is:

#13) Convoso

You can request a quote for pricing information. According to the reviews, the product costs $90 per user per month.

Convoso is a browser-based platform for call centers. It provides calling, SMS, voice broadcasting, email, ringless voicemail, and a conversational AI agent as its primary features.

In addition, it offers advanced features such as dashboard customization, dynamic scripting, multiple dealing modes, workflow dialing, etc.

Features:

  • It provides tools for TCPA compliance.
  • Local caller ID, caller ID reputation scoring, and two-way texting are included.
  • Power dialing, predictive dialing, and preview dialing are supported.
  • The tool safeguards calls from Scam Likely and Scam Lock alerts.
  • Workflow dialing is a function of this tool that enables you to contact customers at the optimal time.

Convoso is a cloud-based application. It includes a CRM system. It provides a workflow dialing feature that will assist you in determining the optimal time to call each individual.

#14) Knowmax

Ideal for international businesses with small, medium, or large-scale operations. Knowmax offers various pricing plans for its various products.

Knowmax provides contact centers with a comprehensive knowledge management solution. It is a cloud-based, user-friendly platform that has been deployed in more than 30 countries and allows you to easily create content, curate it, and distribute it across digital and assisted channels.

Features:

  • A Google-like search that makes it simple to locate information in a centralized repository, thereby reducing both AHT and agent error.
  • With the aid of decision trees and step-by-step instructions, agents are able to take the next best action through precise investigation.
  • For always-accurate and rapid responses, visual how-to guides facilitate simple product adoption and expedited problem resolution.
  • Reduce the time required for agents to achieve proficiency from months to weeks or days using a learning module with assessment capabilities.
  • Create knowledge in your preferred language, including English, Spanish, Mandarin, French, German, and more.
  • Language-neutral production and consumption.
  • Conduct ongoing assessments and provide regular updates to ensure that both new and seasoned agents are maintaining process health.

Equip agents with the ability to send pertinent knowledge articles and help guides to customers, thereby reducing repeat calls, resulting in lower OPEX and improved customer self-service.

Conclusion

This article reviews and compares the best call center software. Five9 offers a cloud-based Contact Center Software solution with numerous features and capabilities, such as call conferencing and Web Callback.

Talkdesk utilizes sophisticated network architecture. It offers capabilities such as intelligent routing and customizable reports.

Zendesk Talk is loaded with features and capabilities. Ytel is a straightforward and user-friendly call center solution. CrazyCall is a business phone system with features such as power dealer and outbound call automation.

Melissa Valentini

I am a journalist graduated from the University of New York. In addition, I write short stories and chronicles as a hobby. I currently write for the Techeneis.