Top 10 Cloud Call Center Solutions in 2023

1. Voxco

Voxco’s omnichannel cloud call center software can help your agents handle customer interactions more effectively. Your agents will always have the information they need to deliver, whether it’s more sales or a better customer service experience. Powerful dashboards and analytics tools ensure that your agents understand who they’re speaking with, allowing them to personalize the customer experience at a critical touchpoint – your contact center.

Voxco’s cloud call center software, whether for outbound calls, inbound calls, or blended services, can increase productivity and provide your company with tools to manage feedback. When compared to an on-premise solution, cloud call center software can help you save 27%!

Features

• Reach out to your customers for feedback via multiple channels (phone, online, in-person) to gain insights that can help improve customer experience and drive brand advocacy.
• Businesses, and thus Call Centers, face surges in demand. Voxco’s cloud call center software can be quickly scaled up to meet this surge in demand whenever it is needed!
• Aside from Cloud Call Center Software, our platform can help you reach your target audience through multiple channels.
• With Voxco’s TCPA Connect, survey call centers in the United States gain access to a highly productive manual dialing environment.

2. Ring Central

The RingCentral Contact Center basic subscription includes standard IVR and ACD features. It provides advanced IVR & ACD features with its advanced and ultimate plans. It helps the omnichannel contact center. It provides adaptable reports.

It includes more than 40 functions for routing, integration, administration, management, workforce planning & optimization, customer interaction, flexibility, security, safety, and dependability.

Features

• As intelligent routing features, it provides ACD, IVR, skills-based routing, virtual holds, Voicemail routing, omnichannel routing, outbound dialing, outbound campaign management, chat and co-browsing, and social media interactions.
• For administration and reporting, it includes features such as call recording, pre-built reports, quiet monitoring, barging, omnichannel analytics, supervisor tools, and so on.

3. Dialpad

Dialpad, an AI-powered cloud communication platform, can take notes and interpret sentiment. You will have access to a single area where you can record calls, mute them, put them on hold, and so on. The transition between devices will be smooth. It works with Salesforce, Office 365, and G Suite.

Features

• Dialpad supports local numbers from over 50 different countries.
• It offers call routing, live call coaching, powerful analytics, and number portability.
• Dialpad includes features such as cooperation, multi-level auto attendant, unlimited calling, and automatic spam detection.
• It allows for quick and easy deployment.

Dialpad is an easy-to-use platform. It can be used on any device, anywhere. Its characteristics are strong. You can use a mobile device’s business phone to check voicemails, make phone calls, and send messages.

4. 3CX

3CX’s complete call center solution includes dynamic call queues, IVR, and call reporting. A simple drag-and-drop Call Flow Designer can also be used to fully automate call handling.

Finally, 3CX has established itself as the ideal solution for managing multichannel communications such as voice and video calls, WhatsApp, and business SMS. Furthermore, all 3CX licences include 3CX live chat, which allows users to quickly convert a chat to an audio or video call and address more difficult issues.

Features

• A single platform for all communications, such as SMS, whatsApp, live chat, audio, and video calls.
• Round Robin and Hunt by Threes are advanced queuing techniques.
• Remote responses can be sent by agents from any location, including the office or WFH.
• Call recording: Calls may be recorded for quality assurance and legal purposes.
• Agent training: Listen in, whisper, and barge in as needed.
• Call reporting includes built-in reports, SLA, and call-back statistics.
• Real-time queue monitoring on the wallboard.

5. Zen Desk

Zendesk, which is based on one of the most comprehensive customer service platforms, offers a call center solution for businesses of all sizes. By utilizing Zendesk’s slick help desk capabilities with automatic ticket creation, agents can assist clients across all channels.

Features

• Create phone numbers, voicemails, and SMS messages right away.
• Give your consumers a simple way to call you in your browser or mobile app by including a call button.
• In the same location where you manage emails, chat, and social messaging, handle calls, voicemails, and texts.
• Utilize group routing, overflow routing, interactive voice response (IVR) routing, and after-hours routing to guarantee that callers always connect with the appropriate agent at the appropriate time.

6. Vonage

Vonage offers a cloud-based call center solution that is simple to use and seamlessly integrates with some of the most popular CRM platforms available to significantly increase the efficiency of call center operations. Call center agents’ jobs are made easier by artificial intelligence that automatically routes customers to the correct location.

This not only helps businesses provide better customer service but also increases call center employee productivity. Another plus is Vonage’s call center software’s ability to integrate with popular CRM platforms. 

Vonage’s user interface (UI) as well as its powerful productivity, KPIs, and personalization tools are available for purchase on websites such as Salesforce, Zendesk, and others.

Vonage is an excellent call center software due to its AI-based capabilities, user-friendly UI, and above all, its ability to seamlessly interact with leading CRM platforms like Salesforce and Microsoft Dynamics.

Features

• Conversation analyzer aids in the transcription, tagging, and quality assurance of client calls.
• Personalized dashboards and wallboards provide real-time visibility into key performance indicators (KPIs).
• Your self-service requests benefit from conversational AI thanks to the virtual assistant. Omnichannel allows you to interact with clients on their terms.
• A set of communication APIs improves the contact center experience by bringing video and screen sharing to a new level of customer involvement.

7. Nextiva

You can speak with more callers on Nextiva in less time and with fewer agents. It is an obvious solution. IVR, call queuing, and other features are offered by Nextiva.

Additionally, you may enhance caller experience, deploy virtual agents to automate interactions, and enhance the way agents manage calls.

Features

• Send the appropriate call center employees incoming calls. Any way you like, configure your IVR.
• At any time, you can pause, record, and listen to customer interactions.
• Calls can be divided up according to the technical support level, business hours, IVR options, and other factors.
• Purchase local and toll-free phone numbers or port your current numbers.
• Effortlessly manage interactions with customers. Keep clients from making the same demands again.

8. Fresh Desk

With Freshdesk’s call center solution, which was created for the digital age, you can enhance the customer experience across all of your communication channels. You can use Freshdesk to have all incoming calls from the channels you’ve defined automatically routed to the right team member within the company.

On the platform, you can also leverage speech bot and IVR technology to offer your customers round-the-clock phone support. Freshdesk also makes it easier for you to assess the effectiveness of your call center thanks to data acquired in real-time.

Features:

• Use IVR and voice bots to provide 24/7 customer assistance.
• An omnichannel dashboard that can be fully customized for tracking data and KPIs.
• seamless integration with numerous CRM and billing solutions.

9. Genesys Cloud CX

Genesys is a software program for contact centers that can handle both incoming and outgoing calls. It offers a straightforward user interface and can manage calls, emails, chats, social media comments, and instant messages.

There are self-service options available, such as voice bots and chatbots, which are excellent for after-hours support. Additionally to the capabilities, you might anticipate, such as workforce management, reporting, and ACD tools.

Features

• With artificial intelligence, you can power omnichannel experiences (AI).
• Make your employees’ experience better. From a single platform or third-party solution, enable quick communication and seamless cooperation.
• Give your staff the resources, encouragement, and chances for advancement they require to enjoy their work honestly.
• Route customer contacts using intelligent and skills-based routing. Beyond call routing, make sure each customer receives the appropriate assistance at all times.

10. 8*8

A cloud-based contact center management system from 8×8 can handle both incoming and outgoing calls. It offers a virtual contact center with all of the business contact center’s features.

Small businesses might use the ContactNow contact center as a solution. Additionally, 8×8 offers business phone systems and a platform for team communications, meetings, and integrated phone calls.

Features

• For omnichannel routing, it provides the capabilities of skill-based routing, IVR, queued callback, web callback, & inbound chat, email, social media, etc.
• Along with current and historical reports, it also provides speech analytics and customer experience analytics.
• Either native CRM integration or integration with third parties can be used.
• Agents can use the Co-browse, Expert Connect, and Knowledge Base features.

There are several features and functionalities available in the cloud-based 8×8 Contact Center solution, including voice and screen recording and archiving. It has tools for agents and supervisors including quality management and internal chat.