Perhaps the most traditional yet commonly used mode of support is the customer service helpline. Even with various technological advancements, consumers prefer talking to another person. That means call center phone systems actually build a better customer interaction experience.
Popular as they may be, call center phone systems must have features like call recording and routing to be most effective. Platforms with such features help you provide better support and provide insights into the performance of your call agents.
To help businesses, Oppuous provides an extensive marketplace containing some of the top call center solutions. To find which one might work for you, we’ve listed 12 of the best current call center phone systems .
What are Call Center Phone Systems?
In simple words, call center phone systems are a way of connecting with your customers and prospects. You can provide in-house support or make cold/warm calls.
Most call center phone systems offer call routing, high-quality calling, and more.
However, you can get extra features with higher price plans. These include:
- Detailed real-time and historical analytics.
- Automatic call recording.
- Custom integrations.
- Video calling.
- Call transcripts.
Top 12 Call Center Phone Systems
Here are the top 12 call center phone systems for comparison.
DialPad
DialPad is a great choice for any business looking to upgrade its phone service. DialPad uses AI to provide features such as transcripts, WEM, and agent coaching.
Key Features:
Functionality:
DialPad offers a workspace where your team can simultaneously interact with customers and colleagues. They can do so by calling or texting a coworker.
Workforce Engagement Management:
You can analyze which agents are doing well and those that require more training. With accurate transcripts, a customer’s entire support journey can be made visible. Scorecards help you see whether your agents are following company procedures.
Integrations:
This call center solution integrates with multiple platforms. These include Google Workspace, Slack, HubSpot, and more.
Highlights:
- Building new call center phone systems takes minutes.
- Digital self-service chatbot for instant solutions to customer queries.
- One platform for all communications.
Pricing:
DialPad’s pricing can be obtained by requesting a quote.
Zendesk Talk
Zendesk Talk is a holistic solution for all your customer support needs. Zendesk’s omnichannel software helps you handle live chat for all your channels, like social media and SMS. It’s generally regarded as one of the best call center phone systems.
Key Features
Functionality:
Zendesk syncs with multiple channels. It also allows your agents to retrieve customer information within seconds. It uses interactive voice response IVR and group routing, which ensures your customers are connected to the right person.
Workforce Engagement Management:
This cloud-based call center solution helps you track and record all calls. It also provides real-time phone support analytics. This data lets you see how effectively your agents solve customer queries.
You can view which communication format is doing better by comparing the outcomes of messages, emails, etc.
Integrations:
Zendesk offers over 300 e-commerce and CRM integrations. It’s one of the best call center phone systems for integrations.
Highlights:
- Provides omnichannel support.
- Lets you customize self–service help desks to enable customers to find answers quickly.
- Allows developers to customize the platform and enhance their customer support center operations.
Pricing:
Zendesk offers three types of price plans:
- Suite team: $49/user/month.
- Suite growth: $79/user/month.
- Suite professional: $99/user/month.
Aloware
Aloware is a contact center software built to help businesses manage a remote customer support team. With no physical call center phone systems, you can set up Aloware digitally in under five minutes.
Key Features
Functionality:
Aloware enables teams to link call center phone systems to business applications. With a sales dialer that fits any team size, you can automate SMS follow-ups. Aloware also lets you text with images.
Workforce Engagement Management:
This software gives you access to customizable reports to track performance. There’s also the option to monitor all calls.
Integrations:
Like other call center phone systems, it integrates with multiple platforms such as Slack, Zapier, HubSpot, and more.
Highlights:
- AI-powered systems help you generate transcripts.
- Omnichannel support for all your channels.
- 2-way CRM integrations let you add data instantly.
Pricing:
Aloware has three main price plans:
- iPro: $30/user for unlimited incoming calls.
- uPro: $60/user for unlimited incoming and outgoing calls.
- xPro: $80/user for unlimited calling and custom workflows.
LiveAgent
LiveAgent is similar to Zendesk. It has a built-in call center on its platform. The company itself is primarily a help desk software. It’s one of the best call center phone systems for businesses on a budget.
Key Features
Functionality:
The main benefit of this platform is that it’s free. LiveAgent’s lifetime free plan offers basic features such as omnichannel support. However, call center features are only available on paid plans. Here, you can handle route calls and make browser-to-browser calls.
Workforce Engagement Management:
With its paid plans, you can get performance analytics for each agent. There are a variety of these statistics, and you can filter them by:
- Agent report.
- Department report.
- Channel report.
Integrations:
LiveAgent has many integrations with VoIP providers and CMS platforms. A few of them are Slack, ClickPhone, and Magento.
Highlights:
- Unlike many call center phone systems, LiveAgent has a lifetime free plan.
- Omnichannel support with a ticketing system.
- Wide range of integrations across different platforms.
Pricing:
Along with its free plan, LiveAgent has four main subscriptions:
- Small business: $9/agent/month.
- Medium business: $29/agent/month.
- Large business: $49/agent/month.
- Enterprise business: $69/agent/month.
Nextiva
Nextiva lets you move your call center phone systems to the cloud. You can make more calls with fewer agents and have access to multiple VoIP and call center features.
Key Features:
Functionality:
You can monitor call flow via the Nextiva intuitive dashboard. It also offers you local VoIP phone numbers. Further, you can customize your IVR as you like. ACD also helps you route calls to the accurate agent or department.
Workforce Engagement Management:
With a wide range of reports, you can check how effective your agents are. Call recording also sheds more knowledge on past customer experience.
Integrations:
Nextiva integrates with platforms like Google and Zendesk.
Highlights:
- Provides cloud-based outgoing and incoming calls.
- Has customizable dashboards.
- Offers automatic call distribution.
Pricing:
Nextiva has three price plans as follows:
- Essential: $18.95/user/month.
- Professional: $22.95/user/month.
- Entreprise: $32/95/user/month.
8×8
8×8 is a cloud-based call center solution. With extensive features, it’s ideal for small to medium-sized businesses. This call center phone system delivers both inbound calls and outbound calls in addition to having skills-based routing.
Key Features
Functionality:
The platform unifies collaboration through its contact center, chat, voice, and video interactions. With an intuitive interface, 8×8’s system can also provide IVR and virtual agents. This opens the door for automated self-service options for customers.
Workforce Engagement Management:
8×8 supports simplifying workforce management by optimizing staffing and reducing administrative tasks. Also, you can use real-time analytics and record audio to optimize the customer experience.
Integrations:
8×8 has integrations with Salesforce, Zendesk, NetSuite, and more.
Highlights:
- Network backed by SLA to provide 99.999% uptime.
- More than 30 global public and private data center locations.
- Round-the-clock support.
Pricing:
Offers x6, x7, and x8 plans ranging from $85 to $140 per user, billed every month.
Channels
Boasting its one-click calling abilities, Channels is one of the most seamless call center phone systems available. It allows you to handle calls, contacts, and monitoring from its Chrome extension. Additionally, Channels provides outbound calls and free incoming calls.
Key Features
Functionality:
Channels offers an easy-to-use extension for managing calls no matter which web page you’re on. You can gain customer information before a call with a Click-to-Call widget. It also provides IVR, SMS, and voicemail facilities.
Workforce Engagement Management:
The platform includes tools such as call distribution rules (pre-defined rules), live listening, call recordings, and a real-time dashboard for useful statistics.
Integrations:
Some integrations and apps that Channels support are Shopify, HubSpot, Zendesk, Pipedrive, and Magento.
Highlights:
- Includes international numbers from 60 countries.
- Provides toll-free numbers.
- 24/7 chat, voice, and email support.
Pricing:
Separate plans for medium-sized and established businesses are available, with monthly prices including $24 and $62, respectively.
Freshdesk
Freshdesk Contact Center is an all-in-one contact center providing users with affordable and scalable phone systems. It offers an omnichannel suite, including chat, cloud-based calling, email ticketing, and social media.
Key Features
Functionality:
Includes all customer details on a single page and provides features such as a timeline to manage calls or meetings and tickets to handle customer interactions. You can also automate responses through its AI voice bots and speech-enabled IVR.
Workforce Engagement Management:
With a unified CRM, FreshDesk delivers features such as recording calls, call routing, and defining and tracking goals.
Integrations:
Freshdesk has integrations like Whatsapp, Slack, Shopify, Salesforce, and Microsoft Teams, among others.
Highlights:
- Provides 1000+ marketplace apps (with its Growth plan).
- Get numbers from 90+ countries.
- Advanced inbound routing.
Pricing:
- Growth Plan: $15/agent/month.
- Pro Plan: $49/agent/month.
- Enterprise Plan: $79/agent/month.
Avaya
Connecting customers across any channel, Avaya lets you manage inbound and outbound calls. They’re focused on providing personalized call center phone systems through attribute-based routing.
Key Features
Functionality:
The omnichannel cloud solution connects messaging, voice, and video interactions, which allows you to see everything at once. It also helps customers match with the right agent based on their preferred language or situation.
Also, you can fine-tune your conversations through real-time insights and use AI-powered self-service or IVR.
Workforce Engagement Management:
Avaya allows live monitoring and automatically recording conversations. You can consolidate agent desktops, monitor their performance, and do much more.
Integrations:
Avaya integrates with Salesforce and Nuance. It can also connect with other call center phone systems like RingCentral.
Highlights:
- Clear conversations through AI noise removal.
- Provides AI speech analytics.
- Unlimited email, text, and web chat.
Pricing:
Pricing can be obtained by contacting sales. Users can also create a customizable plan.
Aircall
Aircall is a reliable call center phone system designed to assist sales and support teams. It offers high voice quality and an easy-to-use interface that supports small to large teams.
Key Features:
Functionality:
Aircall is equipped with several features including cloud-based calling, call routing, and IVR. It even offers a call whispering feature to assist managers in guiding their staff members to ensure customers’ needs are fulfilled.
Workforce Engagement Management:
With call center analytics, you can easily monitor the performance of individuals or teams on Aircall.
Integrations:
Aircall has tons of CRM integrations, such as HubSpot and Zendesk.
Highlights:
- Offers high-quality cloud-based voice calling.
- Easy to set up.
- Provides a call-whispering feature.
Pricing:
This software as a service SaaS company has two plans:
- Essentials: $30/user/month (minimum three users).
- Professional: $50/user/month (minimum three users).
- Customized: Call for a quote (minimum 10 users).
Five9
Five9 is one of the most robust call center phone systems on the market. The platform uses AI, enabling you to increase productivity and use omnichannel routing. Its call center phone systems assist in leading a customer to the right support team, depending on context.
Key Features
Functionality:
Five9 provides an outbound dialer that lets you upsell better. You can also use its intelligent virtual assistant (IVA) to enable self-service. Regardless of the region, your agents can route calls without compromising voice quality.
Workforce Engagement Management:
This is one of the better call center phone systems with respect to WEM purposes. With a range of analytics, you can monitor all activity within clicks. It gives you the option to enable automated alerts, too, in case your customer service is not performing well.
Integrations:
Five9 has pre-built integrations with platforms such as Zendesk and Oracle.
Highlights:
- Omnichannel support.
- Robust platform with comprehensive features.
- Wide range of WEM features.
- Gamification with specific analytics.
Pricing:
Five9 has four main plans:
- Core: $149/month.
- Premium: $169/month.
- Optimum: $199/month.
- Ultimate: $229/month.
RingCentral
A versatile contact center, RingCentral offers voice calling, omnichannel support, and ticketing. It packs almost every feature other call center phone systems provide.
Key Features:
Functionality:
By employing AI, RingCentral allows your team to use suggestions and solve issues quickly. It also helps you create virtual agents that operate 24/7. Customers can choose how they wish to contact you from over 30 channels.
Smart routing helps you maintain customer identity even if they switch channels. With their “RingOut” feature, users with unstable internet can opt to use a landline or mobile phone to make calls. Even when someone does make this switch, they’ll be using RingCentral’s carrier service.
Workforce Engagement Management:
RingCentral offers data for all interactions. You can track customer sentiment and examine the patterns provided. These findings can allow your agents to offer more personalized service with each call.
Integrations:
RingCentral has over 300 integrations. It connects with platforms like Salesforce, Zapier, and HubSpot.
Highlights:
- Provides omnichannel support.
- Has a wide range of integrations.
- Offer cloud-based HD audio and video calls.
- 24/7 customer support.
Pricing:
Contact RingCentral to get a quote.
Benefits of Call Center Phone Systems
Customer service is a top priority of all businesses today. With growing competition in every industry, the quality bar is quite high. That means organizations must deliver their best through effective communication to retain valuable customers.
Robust call center phone systems can enhance workflow, ensuring no call is left unattended. Here are some key benefits of equipping one in your business.
Advanced Call Analytics
Data is the key to learning how and where you can improve. Understanding analytics helps managers get insights and make sense of the data being aggregated. Obtaining this data is one way that call center phone systems help you connect with customers.
In simple words, analyzing call parameters can reduce inefficiencies and spot improvement areas through specific individual or team metrics.
Improved Output From Your Team
Call center phone systems should have dedicated people to help customers all the time. Although difficult to achieve, intelligent call systems have the tools to break barriers.
Having essential features for call agents to answer customer queries or seek advice from their superiors boosts productivity. Intelligent call systems allow staff members to effectively be available to take calls and solve problems rather than leaving customers on hold or, worse, unattended.
Cost-effective
A robust system that can handle high call volume with various beneficial features has to be expensive, right? Well, not in the case of call center phone systems.
They are a perfect solution to reduce labor costs through virtual agents and still be cost-effective and efficient.
Build Company Reputation
What customers say or think about you matters. They are the ones that help a company build a reputable image. Call center phone systems that are easily reachable and allow teams to quickly solve customer queries go a long way to creating that positive image.
Top-Notch Customer Experience
It’s the small things that build a personalized customer experience. The ideal call center phone system should help you deepen that relationship. This might be round-the-clock availability or catering to a customer’s preferences based on past data.
Some call center phone systems even provide greetings or welcoming messages to support this.
Better Security
A common issue among all call center phone systems is handling clients’ data. More data means more security. Hackers tend to prey on big pots. If your call center database has a lot of data, you’re at risk of a data breach.
Reliable call center phone systems provide the latest integrated security features that prevent data leaks.
Improved Team Collaboration
Call center phone systems can have centralized databases that allow staff members from various departments to collaborate. This is even helpful for team managers. They can easily monitor tasks, interactions, and the progress of each agent separately. Likewise, sales associates can also share updates regarding sales across their teams.
Multi-Channel Support
Today call center phone systems are not just about handling calls but giving a holistic customer experience. They need to be flexible enough to help manage queries received from multiple channels including email, chat, social media platforms, and phone calls.
The power of using a call center phone system is that customer support agents can swiftly assist customers, no matter how those customers reach out.
As customer experience and personalization continues to take priority, call center phone systems will play a major role. Consider the platforms we’ve mentioned above to find a fit for your business. Visit Oppuous.com to learn more about them and browse through our call center solutions marketplace.
