A VoIP contact center or VoIP call center is a contact center that operates on VoIP technology instead of traditional phone lines. Whether your company has an inbound contact center, outbound contact center, virtual contact center, or any other type of contact center, cutting the cord on your phone line and replacing it with a VoIP solution can bring many benefits to your business.
VoIP for business is cheap to set up, it’s reliable, and it enables the inclusion of an infinite number of features. The best VoIP providers offer dozens of features to help make your contact center the best it can be. These include things like detailed real-time reporting on customers and agents, interactive voice response (IVR) and automated call distribution (ACD), and customer speech analytics.
So how do you choose the best system for your business? We recommend looking at things like price, features, and system reliability when comparing VoIP contact center providers. In this article, we've tested the best services out there and rounded up all the information you need, so you don't have to do any guesswork yourself.
Our Best Voip Call Centers Providers in 2023:
- Vonage - Best voip call centre provider overall
- RingCentral - Unified communications
- 8x8 - Integrating HQ with outsourced locations
- GoToConnect - Small and mid-sized businesses
- MegaPath - Training contact center agents
- Mitel - Affordable, powerful call center software
- PanTerra - All-in-one business communication solution
- Zendesk - Feature-rich omnichannel suite for enterprises
- Convoso - Outbound-marketing-focused call center solution
Our Picks for The Best Voip Call Centers Providers & Services - Reviews:
Vonage is one of the largest and most popular VoIP for business providers. It caters to all types of businesses, from small and medium-sized businesses to large corporations. Best of all, each of its subscription packages includes the option of integrating full contact center functionality—no matter the size of your business.
Vonage went one step ahead of its competition in 2018 with the launch of Vonage CX Cloud, a sophisticated omnichannel cloud contact center solution. Vonage business customers of all sizes can customize the Vonage CX Cloud through Vonage’s API platform.
Here are some of the advanced capabilities included in the platform:
Real-time insight into caller sentiment and emotions, enabling better decision making and customer support.
Chatbots, visual interactive voice response, and other self-service capabilities that help resolve customer queries quickly and seamlessly.
Automatic call distribution, including universal queuing and call routing based on agent expertise.
Advanced analytics, including recurring custom reports, real-time metrics, and historical data.
Workforce optimization tools, including automatic desktop call recording and simplified agent scheduling.
RingCentral is another popular VoIP provider that services businesses across all types and sizes. It offers 3 standalone call center packages ranging from a cheaper package with basic features to a more expensive package with advanced interactive voice response and automatic call distribution features. All contact center plans integrate completely with RingCentral’s VoIP for business, which includes unlimited calling in the US and Canada,and seamless CRM integrations like Salesforce.
Here are some of the features to be found in Ring Central’s contact center packages:
Interactive voice response (IVR) and automated call distribution (ACD).
Omnichannel capabilities include email, chat, SMS, and social media.
Outbound features include preview dialer, progressive dialer, predictive dialer, and campaign management.
Workforce optimization, including performance management, omnichannel analytics, workforce management, and quality management.
8x8 offers plenty of choice when it comes to setting up a contact center. It appeals to all types of businesses, with solutions for inbound and outbound voice call centers; multichannel operations spanning voice, email, SMS, and chat; and, best of all, virtual contact centers, unifying your headquarters with outsourced or remote operations.
Here are some of the things you can get with an 8x8 contact center:
Powerful speech analytics, letting you analyze the most important customer interactions instead of just randomly selecting a small percentage of calls in the hope of identifying patterns.
Historical reporting, helping you give contact center managers the information they need to make smart business decisions.
Skills-based routing, matching callers with the agents that can best meet their needs.
Interactive voice response, which streamlines customer flow by quickly connecting callers with agents.
Web callback, which allows customers to get assistance from your agents at the touch of a button.
4. GoToConnect (Jive)
Jive specializes in supplying VoIP solutions and call-center facilities to small and medium-sized businesses. Jive’s cloud-based contact center is built on a principle of offering businesses an affordable contact center with basic features, real-time reporting, and good call management. It offers customized plans starting from $99.95 per user per month. Jive has also partnered with inContact to provide an enterprise-grade contact center solution that includes omnichannel integration, advanced reporting features, and outbound dialer.
Real-time queue reports, letting you know how many agents are on calls, and allowing you to measure their active talk time.
Agent summary reports, which helps with training and rewarding employees based on their performance.
Live status wallboards, displaying real-time information about your contact center’s overall performance.
MegaPath, now called FusionConnect, offered a 2-tiered pricing system for its contact centers. Both packages included a long list of features suited to inbound, outbound, or mixed contact centers. All customers got free live one-on-training for call center agents, supervisors, and administrators.
Here are some of the top features MegaPath included in their contact center plans:
Call-routing capabilities, including intelligent ACD, priority queue routing, and real-time agent management.
Call presentation features, including calls in queue notifications, longest waiting priority, held-call notification, and last agent sign-out warning.
Call handling, including one-click transfers, escalation or emergency escalation of call to supervisor, silent monitoring, and call barge-in.
Read FusionConnect's review and see what changed and updated since acquiring MegaPath.
Best for: Small businesses
Price per kit: $19.99-$49.99/user/month
Includes video and audio conferencing
Unlimited calls in North America
Impressive integration options
20-user limit on most affordable tier
Unlimited storage option is expensive
Mitel offers a range of call center products. The popular RingCentral software is its business VoIP solution, and starts at just $19.99/user/month. The software features unlimited VoIP calling in the US and Canada, video conferencing with hundreds of participants, and unlimited storage–though this last option is only available with the Ultimate Tier, at $49.99/month.
RingCentral comes with all the essential call center features, including automatic call recording, call handling, and hot-desking, which lets tech support workers take control of a customer’s machine.
RingCentral has an impressive array of built-in integration options, including Salesforce, Zendesk, Canvas, Office365, and the G-suite.
The $19.99 Essentials tier limits you to 20 simultaneous users. Most competing brands do not limit the number of users, but their prices are almost always higher.
RingCentral offers robust communications solutions for businesses of all sizes, but the best value option is the highly affordable Essentials plan. As long as you only need 20 users or fewer, you can get advanced call center software for a fraction of the usual price.
Best for: Mid-to-large enterprises
Price per kit: $24.95-$44.95/user/month
Advanced call routing at lowest tier
CRM integration from lowest tier
Unlimited video conferencing
High cost at lowest tier
Too feature-heavy for small businesses
PanTerra is an all-in-one business communication solution. It includes contact center features, team messaging, file sync, and business analytics.
PanTerra comes with a lot of advanced features, including unlimited outbound VoIP calling, ring groups, find me/follow me, and call recording at the lowest pricing tier. You can also share your screen for internal or external tech support, manage team messaging, and integrate PanTerra with popular CRM and Microsoft Office365 products.
With its extensive feature list covering both internal and external communications, PanTerra offers excellent value for money at all price tiers. Its lowest pricing level is more feature-heavy than some competing products, but also more expensive at $24.95/user/month.
If your business is small you might find the high price of PanTerra off-putting, since you will probably end up paying for many features you don’t use. As such, PanTerra is best for mid-to-large enterprise users.
Best for: Large enterprises.
Price per kit: $49.99-$215/user/month
AI-powered chat at all plan levels
Full omnichannel support suite
No unlimited storage
Zendesk is a powerful, feature-rich call center VoIP provider. It represents the go-to UCaaS solution for many large enterprises, including Netflix, Uber, and Tesco. Although its website advertises two collections of plans, Plans for everyone and Enterprise plans, its pricing and features are aimed at large enterprise users.
Zendesk’s cheapest monthly subscription is the Suite Team, at $49.99/user/month. This plan offers a full-featured cloud call center solution, a tool to construct your own self-service helpdesk, and an AI-powered chatbot.
Zendesk’s plans all have similar features, including omnichannel marketing, but the more expensive ones allow for larger scale deployments. The Suite Team plan only offers coverage for one department and doesn’t have many advanced call routing features. The Suite Enterprise plan offers unlimited departments and advanced call routing by employee skill set, department, or even your own custom metrics.
Surprisingly, unlike many competing brands, Zendesk does not offer unlimited storage. Storage is capped at 200MB of data and 10GB of file storage per agent for enterprise-level users.
Zendesk’s high pricing and advanced features suit large enterprise users best.
Best for: Outbound marketing
Price per kit: Pricing on request
Automated do-not-call compliance
CRM integration for preview dialer
Not suitable for customer service teams
No inbound call handling
Unlike most providers on our list, Convoso is not a full-featured call center solution. It specializes in outbound telephone marketing and offers a range of advanced auto-dialer features.
Convoso’s preview dialer links with your company CRM and provides a customer snapshot to the agent making the call. Agents can use this to identify sales opportunities and learn about existing products the customer has.
Convoso also offers a separate product called click-to-comply, which automatically cross-references your calling activities with the National Do Not Call Registry to ensure everything is compliant.
There is also a power dialer that places multiple calls per agent. Although an agent can’t take more than one call at a time, outbound calls often have low pickup rates. Setting two to three calls per agent could be significantly more efficient, especially during low volume periods.
Convoso isn’t suitable for customer service teams, as there is no inbound call handling. However, if your business focuses on outbound telephone marketing, Convoso can provide a range of robust automatic dialer solutions to fit your needs.
Best for: Small call centers
Price per kit: From $24-$89/month
Up to 10 virtual receptionists
Note-taking system acts like a CRM
Automated text responders
The largest plan only supports 10 users
Doesn’t offer a power dialer
Cloudphone is a flexible and feature-rich VoIP for call centers that offers both voice and text support. With Cloudphone, you can set up virtual receptions as well as automated text responses. This helps to minimize your call center’s response time and reduce your employee’s workload.
All VoIP plans at Cloudphone include unlimited voice and messaging in the US and Canada. Plus you get features like call recording, voicemail transcription, a shared contact database for your entire call center, and a note-taking system that you can use like a basic CRM. CloudPhone is also rolling out integrations for Slack, Zapier, and Hubspot.
Pricing for Cloudphone starts at $24 per month for 2 users and a single number. Most call centers will need a Small Business plan, which costs $89 per month and supports up to 10 users and 10 phone numbers.
What Is Call Center Software?
Call center software governs every aspect of your call center’s operations. When a call from a customer comes in, it will be funneled to the appropriate representative. You can take notes on customer interactions, automatically make outbound calls from a list, and create and resolve incident tickets.
Management can use a call center program to monitor various metrics, such as average call lengths, service level or sales targets, and customer feedback scores. Managers can also use call center software to listen in or even jump in on a call as a third party if a rep requires assistance.
Modern call center software usually uses VoIP, or Voice over Internet Protocol, to facilitate phone calls. Instead of flooding the public telephone network with thousands of calls daily, VoIP technology transmits phone calls directly over the internet, which is faster and more efficient. This also removes the need for dedicated telephone infrastructure since you can make VoIP calls with a standard desktop computer.
Since call center software is entirely virtual, most call center VoIP programs are hosted on the cloud. Businesses request the number of users they need and pick their preferred features. The call center VoIP provider then sends them a ready-made call center package. This lets the call center operate with minimal in-house network infrastructure.
Call Center Vs. Contact Center: What’s The Difference?
A call center is a dedicated company, or department, that handles inbound and outbound customer calls. Some call centers have VoIP software, while others employ traditional telephone systems. The telephone-only call center is largely obsolete with the advent of the internet, social media, and smartphone technology.
Existing call centers are fast transforming into contact centers. Contact centers employ various methods to communicate with customers, including phone, online chat, email, service tickets, and more.
Nowadays, according to research by Salesforce, customers use an average of 10 channels to communicate with brands, and it makes sense to update your customer service department's capabilities accordingly.
It is relatively simple to train experienced customer service reps to adapt their skills to social media, online chat, email, and other channels. Most modern VoIP contact center software also offers built-in support for these channels.
Your call center can easily integrate them into its day-to-day operations, becoming a contact center practically overnight. To learn more, check out our article on the 10 Differences Between Contact Centers and Call Centers.
Why Use Call Center Software?
Building phone infrastructure for your business from scratch is difficult, expensive, and, thanks to VoIP call center software, often unnecessary. Call center VoIP providers offer a software bundle that enables service reps to make internet-transmitted calls directly from their computer, eliminating the need for phones entirely.
This makes your service reps infinitely more versatile since they can access other channels such as email, social media, or online chat as required, with no additional hardware requirements.
The best call center VoIP providers offer their services over the cloud. This means you can scale your operation up or down as needed by simply adjusting your monthly subscription with the provider. There is no need to maintain costly servers in-house: all infrastructure costs and the associated support are outsourced to the call center VoIP provider.
Since the VoIP provider services numerous businesses, they can take advantage of economies of scale by buying up large-scale infrastructure with lower costs per user. The provider passes on some of these savings to you, meaning it’s almost always cheaper to buy cloud-based VoIP call center software than to maintain everything in-house.
In short, VoIP call center software is affordable, provides lots of options to keep in touch with your customers, and you can scale it up and down as needed without buying or selling thousands of dollars worth of equipment.
Important Contact Center Software Features
Call routing, also called call hunting, automatic call diversion, or call queueing, refers to automatically diverting inbound customer calls to the proper destination. Your VoIP call center software should automatically route inbound calls to the correct people, in order of priority.
You could, for instance, set it up so that the call goes to the first available trained representative, then to another rep, or finally another department if everyone is unavailable.
Good call center software lets you program this sequence automatically, including where calls go (automatic call diversion) and where to reroute them if all initial reps are busy (call queueing).
Call handling includes features like whisper, barge-in, and call monitoring. These features let a third person, such as a manager, interact with an ongoing call between a service rep and a customer.
Whisper lets you speak to one of the parties in the call without the other hearing. For example, you could use this to provide on-the-spot assistance to a customer service rep during a call.
Barge-in allows you to take over the call from another caller instantaneously, while call monitoring lets you listen in on calls and record them for later playback.
In addition to call-related features, your VoIP program should have a dashboard that integrates social media feeds, online chat, email, and other customer-facing channels.
That way, reps can manage your entire contact center system from one place, significantly reducing operational time. This also means that some channels, such as socials and chat, can be handled by a single rep simultaneously.
The precise channels you require will depend on your specific needs. At the very least though, customers expect to receive prompt responses via call, email, and message on any of your active social media platforms.
10 Things to Consider When Choosing the Best VoIP Contact Center for Your Business
When looking for call center software there are some must-haves that should be at the top of your list, such as controlled calls, multiple phone connections, voicemail, and call routing extensions, to name a few.
Here are some tips on how to choose the best call center when shopping around:
1. Ease of Use
Life is short, don’t spend it trying to figure out your call center software. Setup should be all but instant, allowing you to get up and running within minutes, on a system that even a novice can navigate like a pro.
2. Call Queues (Hunt Group)
Call it line hunting or a hunt group, rest assured, you won’t need a firearm or comfortable shoes for a call hunt. Call hunting routes incoming phone calls into a group of people that are set up to take incoming calls, what is typically known as a “hunt group.” Usually these can include dozens of people, arranged into a queue where each subsequent incoming call is routed to the next recipient in line.
This can be crucial in a call center where you have a high value of phone calls and you want to make sure calls are answered without customers needing to know multiple extension numbers, and without representatives waiting around while the calls pile up.
3. Call Quality
You know a VoIP system can save you money and get your telecommunications running better than ever, but at times you can have some patchy voice quality. Why’s that? There are a few explanations. A poor internet connection is a common problem, so make sure that your provider gives you business class high speed on your connection and that you have a reliable VoIP router.
What’s known as “latency” refers to the amount of time between when a sound exits your mouth until the person on the other side hears it. When it’s bad, that’s when you have that echo or delay on the line. This can occur when there is too much information heading through the system (in the form of voice packets) and becomes backed up.
Look for a software provider that can prioritize VoIP traffic and handle a large volume of calls.
Sophisticated analytics reporting allows managers to get a comprehensive view of their telecommunications, from call volume to duration, wait time, and more. When you’re training new operators, having data on hand can give you a wealth of teachable information that can help your employees grow.
You can see how long their average successful sales call took, and how often they were hung up on in the first few moments of the call. You can see which calls, using which scripts, were the most successful, including factors such as time of day, and so on.
5. ACD (Automatic Call Divert)
You can’t please all the people all the time, and you for sure can’t answer every call right away when things get busy. That’s why automatic call divert (ACD) is one of the most important features for most businesses. If your phone line is busy when a call comes in, this feature will automatically forward the call down the line to another available representative.
This is a cost-efficient, fast, and dynamic way of maintaining order, consistency, and call flow. You can also get call center software that allows you to customize your call priority management, in order to ensure that high priority calls get to where they’re going faster, and don’t get lost in the mix.
6. Interactive Voice Responses (IVR)
If you’ve ever sat snickering while you watched a spouse or loved one struggle with a computerized voice recognition operator, then you know that not everybody loves this feature. And while it’s true that voice recognition operators can be a mixed bag, when done right it’s a real time saver, and as this technology improves, it stands to get only more user-friendly.
7. Unlimited Calls
If your company makes a large amount of national and/or international calls (say, if you’re a call center) then this feature can save you a large amount of money on your phone bills. Companies like Vonage and Ooma offer unlimited national calls, which is ideal for small businesses with a local clientele. Conversely, MegaPath and Jive each offer unlimited international calling for enterprise customers.
8. Training Features
When training new employees, it is helpful to be able to subtly—or not so subtly—coach or in some cases intervene when calls get too difficult for them to handle. There are a number of features that can help you out with new hires, such as call barging, which allows you to drop in on live calls to speak to both parties, allowing you to step in and help out at any time during a business call.
9. Disposition Codes
This feature allows your agents to take notes on how the call went, record which follow-up actions are required, and detail the outcome of the call. Labels include simple one-word summaries such as “busy” and “disconnected” as well as labels such as “transferred to marketing” or “refund granted,” which can provide a much clearer picture of where to look and an overview of what’s going on at a glance.
10. Voicemail Options
Voice messages have come a long way since the humble answering machine. Today you can find various voicemail options that are tailor-made for people who don’t have the time to play back their voicemails one by one. Many call center software providers feature options that allow voice-to-text transcription of voicemails, which are then sent to you by email in text or audio.
Others allow you to manage your voicemail inbox online, so you can view, manage, download, or delete your messages directly from your desktop. You can also forward voicemails to other extensions and, with the text-to-voice option, you can listen to your voicemails hands free—no small thing if you’re behind the wheel.