Best Cloud Call Center Software Program: Which One Should You Choose?

With the world going digital, you’ll need a great call center software program in your arsenal if you want to provide impeccable phone support.

In fact, phone systems are one of the most popular channels that customers, as well as service organizations, use for customer service.

Image via Salesforce

The good news is that call centers are not only for big businesses now. Even if you own a small business, you can leverage call center software programs to provide better customer service.

Not sure if they are worth the investment?

Take a look at their benefits.

Disclosure: This content has a few affiliate links, which means if you click on them, I will get a commission (without any extra cost to you).

What Are the Key Benefits of Cloud Contact Center Software Programs?

When you opt for a contact center software program, you can extend your customer service via the cloud. Here are some of the key benefits you can gain from using them:

• Better customer service management: When a user calls you, a call center software program can route them to the best service agent based on their location, query type, and availability of contact center agents.
• Improved reporting: A call center solution can help you understand your call volume, response time, upsell rate, and other details that may help you make better business decisions.
• Better efficiency: Call center software systems can re-route calls to agents based on who is available. Contact center agents can also check query status and customer details easily from the details logged in the call center software program.
• Centralized data collection: From a client’s personal details to their service history, all details are accessible via the call center software program.
• Reduced expenses: When you use a call center software program, you can streamline the process of routing queries. With increased efficiency and productivity, you can save money as well.
• Increased sales and customer satisfaction: Using a contact center solution, managers can handle pre-sales queries easily. They can also have access to process orders, check transaction histories, provide credits, and even handle after-sales service requests. Such efficiency can improve customer satisfaction and help you increase your sales.
• Improved data security: Most contact center software systems offer advanced security features that ensure that your company and client data stay safe.
• Multi-channel support: Many call center solutions help you connect with your clients via voice calls, SMS, email, as well as social media platforms.

Now that you know the benefits of using a call center software program, are you ready to try one? There are multiple options available out there that you can choose from.

However, before you make a commitment, it is recommended that you learn about the call center software features.

15 of the Best Cloud Call Center Software Programs That Can Improve Your Customer Experience

To help you make the right choice, we’ve shortlisted the best ones. In this section, we’ll look at the pros, cons, key features, and price for each one.

1. CloudTalk

This cloud-based call center software program can help you manage inbound calls and cut down on the overall resolution time. It is designed to give your service team a 360-degree customer overview when you receive a query.

Currently, over 2500 companies, including OYO, Mercedes-Benz, Eightcap, and others use it.

Key Features

• You can automatically route calls to the right call center representatives and teams.
• You can set criteria like product, location, language preference, and others to build your own Interactive Voice Response (IVR) routing tree.
• You can record and create customized call queues.
• You can set up voicemails or automatic callbacks if you are not available.
• You can integrate CloudTalk with different CRM systems.
• You can add comments and update customer information when you are on a call.

Pros

• It has an intuitive interface.
• You get real-time call statistics.
• It enables you to acquire international numbers.
• It offers multiple integrations.

Cons

• Salesforce integration is not included in the lower-tier plans

Pricing Details

• Offers 14-day free trial
• Starter Plan: $20/user/month (Billed annually)
• Essential Plan: $25/user/month (Billed annually)
• Expert Plan: $40/user/month
• Custom Plan: Contact their sales team for details

Pro Tip: Opt for a toll-free number from CloudTalk so that your clients can reach you for free or at a low rate.

Image via CloudTalk

2. Avaya

Avaya has a host of products related to workplace collaboration and Cloud communication.

With its contact center solution, Avaya aims to help you reach customers across different touchpoints and provide a seamless experience.

Key Features

• It provides options to connect via voice, chat, email, text, and social media channels.
• It lets you identify mobile users to provide them a mobile-first experience.
• It offers speech and text analytics to gain customer insights.
• It enables you to leverage AI bots for customer support.
• You can collect and analyze feedback in real-time.
• It enables you to identify and authenticate customers via voice and facial biometrics.

Pros

• It is easy to use.
• It offers detailed reporting.

Cons

• No special ring when the line is on hold.

Pricing Details

• Get in touch with their team for more details.

Pro Tip: Opt for workplace collaborations via Avaya to streamline your internal processes along with call center support.

Image via Avaya

3. AVOXI

This contact center software company makes it easy to monitor agent performance, manage inbound and outbound calls, and do a lot more. It can also automate other tasks like call logging and help you improve customer satisfaction.

Key Features

• It allows you to record calls and forward them.
• It can route inbound calls to the right recipient.
• It enables you to handle concurrent calls.
• You can get virtual numbers, DID numbers, and toll-free numbers.
• It allows you to group calls, transfer them, and place them in a queue.

Pros

• It has a user-friendly interface.
• Their customer service is great.
• It has great reporting features.

Cons

• Their app enables you to make calls through a laptop, not via a mobile phone.

Pricing Details

• AVOXI Contact: $19.99/user/month
• AVOXI Enterprise: $39.99/user/month

Pro Tip: Make sure you sync up your CRM and IVR for a more personalized experience.

Image via AVOXI

4. Bitrix24

Bitrix24 has a contact center solution that acts as a single hub to handle your customer communication. The best part is that it comes with a built-in CRM, so you won’t have to worry about purchasing an additional software program.

Key Features

• It comes with an automatic dialer and IVR system.
• It enables you to maintain call logs and reports.
• It has a mobile and desktop app.
• It provides options for call monitoring, waiting, call forwarding, and queueing.
• It allows you to rent phone numbers in the US and the UK.

Pros

• It provides unlimited lines per user account.
• It provides unlimited numbers per user account.

Cons

• Learning curve is a little steep.

Pricing Details

• Free plan
• Start+ Plan: $19/month
• CRM+ Plan: $55/month
• Project+ Plan: $55/month
• Standard Plan: $79/month
• Professional Plan: $159/month

Pro Tip: If you run an educational institute or a non-profit organization, you can ask for a special discount.

Image via Bitrix24

5. Genesys

This call center software program is one of the best ones in its league. It is designed to simplify complicated customer management systems so that you can improve your efficiency and provide a better customer experience.

Key Features

• It enables automatic routing and call distribution.
• It allows you to power up customer service by leveraging automation.
• It allows you to personalize menus and messages.
• It offers pre-built micro-apps.
• It enables screen-sharing.

Pros

• It is easy to use.
• It allows you to integrate Genesys with your web engagement tool.
• It has hourly and monthly plans.

Cons

• Lower-tier plan has limited features.

Pricing Details

• Genesys Cloud 1: $75/month OR $0.68/hour
• Genesys Cloud 2: $110/month OR $0.99/hour
• Genesys Cloud 3: $140/month OR $1.26/hour

Pro Tip: If you have frequent usage spikes, you can opt for the hourly plan.

Image via Genesys

6. Dialpad

Dialpad offers a suite of communication tools for calling, conferencing, and creating a contact center. More than 70,000 companies worldwide use Dialpad to improve their customer service.

Key Features

• It connects customers to the right customer representative.
• It enables you to follow up with your customers with a special outbound dialer.
• It provides real-time AI-powered recommendations to agents.
• It can transcribe all your key messages into readable messages.
• It enables you to collect customer satisfaction (CSAT) surveys.

Pros

• It has an intuitive user interface.
• The call quality is great.
• You can get an international number.

Cons

• You may face audio issues.

Pricing Details

• Offers a 14-day free trial
• Standard Plan: $15/user/month
• Pro Plan: $25/user/month
• Enterprise Plan: Contact their team for details

Pro Tip: Use their Chrome Extension to make calls via your browser

Image via Dialpad

7. Grasshopper

Grasshopper is a call center software program specifically designed for small business owners. It aims to help entrepreneurs set up a virtual phone system at a low cost that can be accessed from anywhere.

Key Features

• It allows you to get three different types of numbers: toll-free numbers, vanity numbers, local numbers.
• It also allows you to port your current number.
• They have an option for adding custom greetings.
• It has a voicemail transcription feature.

Pros

• It is easy to use.
• It provides 24/7 customer support.
• It enables you to place calls via mobile app and desktop.

Cons

• Sometimes there is no ring even when there is a call.

Pricing Details

• Free trial available
• Solo Plan: $26/month
• Partner Plan: $44/month
• Small Business Plan: $80/month

Pro Tip: For small businesses, Grasshopper’s VoIP calling feature is apt.

Image via Grasshopper

8. Nextiva

Nextiva is a VoIP call center solution that can help you automate customer support on multiple channels and provide self-service options. They claim that Nextiva can handle 512 calls in a queue.

Key Features

• It uses IVR technology to connect callers to the right call center agents.
• It allows call recording for customer calls.
• Its Automatic Call Distribution (ACD) option distributes calls depending on the technical support level, business hours, and other such criteria.
• You can get local numbers, toll-free numbers, or even port your existing number.
• Its call routing option makes it easy to manage multiple calls.

Pros

• It has an intuitive user interface.
• It has advanced reporting capabilities.
• Even the basic package has unlimited call queues.

Cons

• Onboarding process can be long.

Pricing Details

• Pro Plan: $50/user/month
• Enterprise Plan: $100/user/month

Pro Tip: If you don’t want to fill out their website form for consultation, call them directly at (800) 799-0600.

Image via Nextiva

9. Five9

This call center software program aims to help you close the gap that is seen between customer service goals and the actual service you finally deliver. Five9 also provides specialized tools for remote workforce management that can help supervisors monitor the overall service quality.

Key Features

• It makes it possible for customers to reach you via chat, email, social media, mobile apps, and phone.
• It offers in-region voice capabilities.
• It can be seamlessly integrated with WFO, CRM, and UC systems.

Pros

• It offers a flexible structure that allows you to increase or decreases your licenses every month.
• It has easy deployment.

Cons

• Provides limited options to prevent spam calls.

Pricing Details

• Please get in touch with their sales team to get pricing details.

Pro Tip: Use CTI screen pops in Five9 to inform your contact center agents about a customer’s history.

Image via Five9

10. Liveagent

This call center software program enables you to engage with your customers on multiple platforms. What’s more, their program is designed in such a way that you can provide personalized experiences to all your customers.

Key Features

• It allows automatic call distribution to the right agents.
• It comes equipped with IVR for skill-based call routing.
• It has an unlimited call recording option.
• It shows real-time analytics of your customer support calls.

Pros

• Liveagent offers 24/7 support across channels.
• They offer customer support in different languages.
• It has a built-in CRM system.

Cons

• Merging multiple tickets can be tricky.

Pricing Details

• 14-day free trial
• Free plan available
• Ticket Plan: $15/user/month
• Ticket + Chat Plan: $29/user/month
• All-Inclusive Plan: $39/user/month

Pro Tip: If you think you are not using all the features of an advanced plan, talk to them about switching to a lower-tier plan.

Image via Liveagent

11. Happyfox

This call center software program is designed to help you design a robust ticketing system to improve customer experiences. It also has two different tools for customer service and providing omnichannel support.

Key Features

• It enables you to make a custom ticket queue with advanced filtering options.
• It provides template responses and actions that can reduce your response time.
• It provides detailed analytics reports and shows CSAT scores for all agents individually.
• You can analyzed time saved via the Smart Rules report.

Pros

• It is easy to use.
• You can create triggers based on multiple criteria.
• It provides multiple customization options.

Cons

• The learning curve can be steep.

Pricing Details

• They have two different pricing models. For more detailed pricing, you can get in touch with their sales team.

Pro Tip: Mark each ticket based on the level of progress. This will help you get a quick idea of where it is in the overall lifecycle.

Image via Happyfox

12. NICE inContact

This call center software program can predict your workloads, track performance, and provide key performance metrics that can help you deliver extraordinary experiences. Using this platform, you can automate staff scheduling, improve agent performance, and measure he overall customer satisfaction.

Key Features

• It enables you to manage agent schedules easily.
• It gives you access to interaction analysis and detailed analytics.
• It provides guidance to coaches to improve customer interactions.
• Its holistic CX data and AI models can predict the best match for your KPIs.

Pros

• It is easy to use.
• It provides detailed reports which you can filter based on campaign, group, or technician.
• It has multiple integrations.

Cons

• It may take a while to learn.

Pricing Details

• Please get in touch with their team for pricing details.

Image via NICE inContact

13. Agile CRM

This call center software aims to help you close your tickets more quickly and efficiently. It is designed to help you provide end-to-end customer experience management. From lead generation to customer support, it has features that can cover it all.

Key Features

• It allows you to integrate Agile CRM with other apps like Twilio, VoIP, Skype, and others.
• It enables you to determine the criteria for call routing.
• It automates the process of ticket creation and tracking.
• It allows you to create custom tags.
• It provides an option for call recording and adding call notes.

Pros

• It has an intuitive interface.
• It provides many integrations.

Cons

• It could include more advanced reporting features.

Pricing Details

• Free plan available
• Starter Plan: $9.99/user/month
• Regular Plan: $39.99/user/month
• Enterprise Plan: $64.99/user/month

Pro Tip: You can segment users based on their overall support needs.

Image via Agile CRM

14. Talkdesk

This call center software program is designed to help businesses reduce their customer support expenses and boost their overall customer satisfaction. Over 1800 companies globally use this software program to improve their customer service. Their clients include Trivago, IBM, Acxiom, and others.

Key Features

• Its intelligent routing feature routes calls to the most qualified agent.
• It uses AI to recognize CSAT issues.
• It enables you to create CSAT surveys to assess customer moods.
• It allows you to record phone calls.
• It enables you to navigate information across different CRMs easily.

Pros

• It is easy to use.
• It has multiple pre-built integrations.
• It provides detailed reports.

Cons

• Some users claim they face glitches regularly.

Pricing Details

• Please get in touch with their sales team for details on pricing.

Pro Tip: If you want to identify risky behaviors proactively, you should enable CX sensors in Talkdesk.

Image via Talkdesk

15. MyOperator

MyOperator’s call center software program enables you to manage multiple calls without putting in too much time and effort. The biggest advantage of using this call center software solution is that it has some very unique features compared to the other tools on the list.

Key Features

• You can choose from any of these three numbers: virtual number, vanity number, and toll-free number.
• It enables you to record, forward, transfer, and track calls.
• You can export your call log data to analyze your call performance.
• You can add notes while you are talking to a customer.

Pros

• It is easy to use.
• It offers API integration.
• It has innovative features like adding on-hold music.

Cons

• It doesn’t have an iOS app yet.

Pricing Details

• Pricing plans start from approximately $33. Please get in touch with their sales team for more details.

Pro Tip: Use the call masking feature to hide the personal numbers of agents and customers.

Image Via MyOperator

FAQs

Q1. What is a Cloud-based call center?

A. A call center that is network-based and can be owned and operated over the cloud is called a cloud-based call center. In such a model, call centers can provide their services remotely to other businesses via a subscription-based model.

Q2. Which is the best call center software?

A. The best call center software program for you will depend on your overall needs and budget. Here are some software solutions that you should check out:

• CloudTalk
• Avaya
• Genesys
• Happyfox
• Bitrix24
• Dialpad

Q3. Which software programs do call center agents use?

A. Typically, call center agents use cloud-based call center software programs. Some of the most popular programs include CloudTalk, Five9, Genesys, NICE inContact, Nextiva, Grasshopper, Dialpad, and others.

Q4. How much does call center software cost?

A. The pricing for a call center software program starts from $15/user/month. Most call center software programs also have a free trial period.

Q5. What is a hosted call center?

A. A hosted call center is a solution in which a business’ outbound, inbound, and other customer interactions are handled by another service provider's office system.

Q6. How does a cloud call center work?

A. A cloud call center is hosted in the cloud which makes it possible to access it from anywhere without needing any physical infrastructure. Since it is entirely web-based, a cloud-based call center can handle customer calls from any location.

Q7. What is CRM in a call center?

A. Customer relationship management (CRM) in a call center is a technology that gives customer agents access to customer history and account information easily.

Q8. What is a cloud contact center?

A. In any enterprise, a cloud contact center is a central point that is hosted via an internet server. From this point, all outbound and inbound customer communication is managed. They make it possible to have interactions via social media, voice, and email from anywhere.

Q9. How do you improve customer engagement in a call center?

A. Here are some tips that can help you improve the overall customer engagement in a call center:

• Reduce your response time.
• Use the right call center software to track performance.
• Leverage reporting features of specialized tools.
• As for customer feedback.
• Train your call center agents.

Conclusion

Call center software programs can help you boost your efficiency, productivity, and overall customer experience. At the same time, it can help you save operational costs and ensure multi-channel support. If you are still not using one for your business, it’s time to jump in.

Take a look at the best call center software programs mentioned above, compare them, and then make an informed choice.

Do you have any questions about the call center software programs mentioned in the post above? Please feel free to mention them in the comments section.

Disclosure: This content has a few affiliate links, which means if you click on them, I will get a commission (without any extra cost to you).