21 Customer Service Phone System Options or Maximizing ROI

CloudTalk

CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it’s used in sales for outbound calls and in customer service for inbound calls.

Cloudtalk’s Benefits

CloudTalk is a cloud-based call center and business phone system built to maximize your customer support efforts across all channels. All you need to do is choose a number for one of the 160+ supported countries, and you can instantly start optimizing your workflows with advanced features, including IVR, click-to-call, power dialers, and more! CloudTalk also supports 35+ other powerful integrations for helpdesk, e-commerce, and CRM systems, including HubSpot and Zendesk.

Key features

• High-quality calls with guaranteed latency and minimal jitter
• Smooth workflow with our Intelligent call-routing tools
• Callback feature that redials the number until connected with the agent
• Redirecting calls during busy hours or when outside the office
• The call masking feature keeps your personal number private

What is CloudTalk Missing?

According to our users, CloudTalk Analytics needed remastering in order to give users more precise data. That is why we launched a new version of Analytics with in-depth insights into your calls, including call steps, reasons for missed calls, and much more.

What Type of Business Is It Best For?

CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it’s used in sales for outbound calls and in customer service for inbound calls.

Pricing

Aircall

Aircall is an advanced calling solution used by 15,000+ clients. It’s designed to speed up sales processes, boost communication with prospects, and close more deals. You can automatically dial multiple candidates in a back-to-back queue and surface crucial contact information directly within the phone interface.

Aircall’s benefits

Aircall excels when it comes to automation. The provider also features many useful integrations, including Intercom, Pipedrive, and Zapier. Furthermore, it offers Advanced automation tools, user-friendly apps, and reliable customer support.

Key features

• Automatic Call Distribution
• Call Monitoring
• Call Transfer
• Call Recording 
• Call routing

What is Aircall Missing?

Aircall lacks some essential video-calling features. Webinar hosting and screen-sharing capabilities are severely limited on the platform, which can lead to a fair amount of frustration for users. 

What Type of Business Is It Best For?

Aircall is a calling software primarily targeted at small businesses using the phone to conduct sales and support business daily, but certainly not all of them. Think about how frequently your team uses smart dialers. You might consider looking elsewhere if they’re a core part of your day-to-day work.

Pricing

Kixie PowerCall

Kixie PowerCall is a Chrome-based advanced sales dialer, with an available contact center solution, which promises to fulfill all your call center needs with options available for inbound, outbound, support, and everything in between. 

Kixie’s Benefits

Many customers speak highly of Kixie’s speed and convenience, including click-to-call, click-to-text, and easy access to historical data. Some other high points mentioned include great customer service, easy integration with tools like Hubspot, and dialing multiple numbers at once.

Key features

• Click-to-Dial
• Click-to-Text
• Live Call Boards
• Sales Leaderboards
• Call Disposition Logging
• Local Presence Dialer
• IVR
• Ring Groups
• Live Call Coaching
• Do-Not-Call Autoblocker

What is Kixie PowerCall Missing?

Kixie lacks many features that you may want to include in your call center operations. For example, conference calling, 24/7 live support, survey/poll management, and skill-based routing are all unavailable with Kixie. 

What Type of Business is It Best For?

Kixie Powercall is best suited for sales-driven businesses, call centers, financial services, healthcare providers, and educational institutions that rely heavily on telephony for customer outreach and engagement.

Pricing

Callhippo

CallHippo is a cloud-based phone system that enables businesses to manage their sales and customer support operations with ease. The software offers call analytics, call recording, auto-dialing, and more features.

Callhippo’s benefits

• Affordable pricing plans to fit different business needs.
• Integrations with various third-party tools.
• 24/7 customer support.
• Mobile application for on-the-go business management.
• Scalable solutions to grow with the business.

Key features

• Call Analytics: Provides insights into call volume, duration, and more.
• Call Recording: Records and stores all calls for future reference.
• Auto-dialing: Automatically dials numbers for sales and support operations.
• Power Dialer: Maximizes sales teams’ productivity by streamlining outbound calls.
• IVR System: Offers a menu of options for customers to direct their calls.

What is CallHippo Missing?

CallHippo’s pricing structure can be confusing, and its plans limit the number of concurrent calls per user. Additionally, some users have reported that the software’s mobile application is slow and crashes frequently.

What Type of Business is It Best For?

CallHippo is best suited for small and medium-sized businesses that need a cost-effective phone system to manage their sales and customer support operations.

Pricing

Freshdesk

Freshdesk is a cloud-based customer service software offering various features for managing customer inquiries and support requests. It includes a variety of channels for customer communication, such as email, phone, social media, and live chat.

Freshdesk’s benefits

• User-friendly interface and intuitive ticket management system for efficient customer service handling
• Advanced reporting and analytics tools to track and analyze customer service metrics
• Customizable workflows and automation capabilities to streamline customer service operations
• Integration with a range of popular business applications, such as Slack and Salesforce

Key features

• Ticket management: Allows support agents to track, manage and resolve customer issues effectively.
• Multi-channel support: Provides customer support via email, phone, chat, social media, and more.
• Self-service portal: Offers a knowledge base feature to enable customers to find answers to their questions.
• Automation: Provides automation tools to reduce repetitive tasks and improve agent productivity.
• Reporting: Provides detailed reports and analytics to help businesses understand their support performance and make data-driven decisions.

What is Freshdesk Missing?

While Freshdesk is a comprehensive helpdesk solution, it lacks some features that businesses may require. For example, Freshdesk does not offer an agent interface or an auto-dialer.

What Type of Business is It Best For?

Freshdesk is a great fit for businesses of all sizes that require an easy-to-use helpdesk solution. It’s particularly well-suited for small to medium-sized businesses that are looking for a cost-effective solution with a robust feature set.

Pricing

Grasshopper

Grasshopper is often the go-to VoIP solution for smaller businesses looking for call center software to streamline their operations worldwide. But is their business model so SMB-friendly? Let’s see.

Grasshopper’s benefits

• Set up is simple and takes just a few clicks — no IT degree required. 
• The Solo pricing tier is very affordable, even for companies that are just starting. Furthermore, extensions are unlimited after you reach the Small Business service tier. 
• There is no need to purchase pricey new equipment. You can run your business from your personal smartphone while keeping it separate from the rest of your life.

Key features

• Voicemail transcription
• Custom greetings
• Simultaneous call handling

What is Grasshopper missing?

However, Grasshopper’s simplicity has a downside: The solution lacks several core VoIP features users may expect, including:

• call recording,
• power dialers,
• and even click-to-call.

Furthermore, a few users complain that the app could benefit from deeper reporting features.

What Type of Business is It Best For?

Grasshopper is best for SMBs who value their customers’ happiness above all else.

Pricing

GoToConnect

GoTo Connect is a frequent go-to choice for scaling businesses. Let’s take a closer look at this VoIP provider’s offering, examine its strengths and weaknesses, and determine whether it delivers on its promises.

GoToConnect’s benefits

Compared to other business phone systems, GoTo Connect stands out with its extensive features. However, what sets it apart is the number of features it offers and the quality of its tools. The system is user-friendly, and users can easily familiarize themselves with its functions. It also provides excellent call quality; even the Standard plan allows unlimited calls to 52 countries.

Key features

• Advanced smart dialers designed to boost businesses’ sales capabilities 
• A comprehensive selection of onboarding and training videos 
• Exceptional mobile app with a full slate of calling capabilities 

What is GoToConnect missing?

One of the first downsides users will notice when using GoTo Connect is the solution’s lack of integrations. Furthermore, a fair few features are missing that you can expect to find with other providers, including call notes/tags, call masking, business hours, or even caller ID.

What Type of Business Is It Best For?

Scaling businesses that want an efficient path to the top of their industry.

Pricing

Nextiva

Nextiva is a big player in the VoIP market, providing services to more than 15,000 customers. Nextiva is widely regarded as user-friendly — users can start calling within minutes thanks to a simple and intuitive setup process. Furthermore, the system is hosted by Nextiva, which makes maintenance of the software Nextiva’s responsibility.

Nextiva’s benefits

Nextiva offers various advanced features, including conference calling, voicemail transcription, multi-level attendant, and much more. The provider also integrates with solutions like Zendesk, ConnectWise, or MS Teams.

Nextiva’s HIPAA-compliant virtual faxing makes it a great solution for healthcare workers. Medical employees can share information without having to worry about data breaches. 

Furthermore, 24/7 support means agents are always on hand to assist you.

Key features

• Unlimited Calling
• Video Conference Recordings
• Mobile & Desktop Apps
• Workflow Optimization
• Omnichannel Communications

What is Nextiva missing?

Although Nextiva is a well-known VoIP solution, there are some issues you should know about when considering this provider:

Integrations: Nextiva is missing certain integrations, like Slack or Zapier. With Zapier, users can connect their VoIP telephony system with thousands of non-native systems. 

Prices: Many consider Nextiva’s prices high, especially for small businesses.

What Type of Business Is It Best For?

Businesses which need a robust, secure, and reliable enterprise phone system that works across every device and has advanced features like video conferencing, mobile apps, call recording, and more.

Pricing

Talkdesk

Talkdesk is a cloud-based contact center solution that enables businesses to provide customer support via phone, email, chat, and social media. It offers a range of features such as call routing, IVR, and workforce management and is used by companies of all sizes.

Talkdesk’s benefits

• Easy to set up and use.
• Wide range of features and integrations.
• 24/7 customer support.
• Advanced analytics and reporting tools.
• Voice and screen recording for quality assurance.

Key features

• Call routing: Route calls based on skills, language, and more.
• Interactive Voice Response (IVR): Provide customers with options.
• Workforce management: Schedule and manage agents and their tasks.
• Real-time monitoring: Monitor calls and agents in real-time.
• Voice and screen recording: Record calls and screens for quality assurance.

What is Talkdesk Missing?

Talkdesk doesn’t offer conference calling or auto-attendants, which may be a disadvantage for sales teams. Additionally, some users have reported that the platform can be slow and prone to technical issues. There’s also no free trial available.

What Type of Business is It Best For?

Talkdesk is a good choice for businesses of all sizes that need a flexible and scalable contact center solution. It’s especially useful for businesses that want a wide range of integrations and analytics tools.

Pricing

Mitel

Mitel’s VoIP product, MiVoice Business, provides users with a comprehensive calling platform capable of meeting both their sales and customer support needs.

Mitel’s benefits

Mite’ls list of features offers a number of benefits to users, improving their efficiency and productivity, regardless of whether they work from the comfort of their home or the office. The phone system was designed with flexibility, making it easy to scale your business without breaking the bank. What’s more, Mitel pays close attention to their customer experience, so you’ll always have someone to talk to should anything ever go wrong.

Key features

• Call forwarding to mobile numbers 
• Video conferencing 
• Drag-and-drop call flow designer

What is Mitel missing?

Reviewers on G2 have complained about connectivity issues with this service. According to some, the interface can also be difficult to navigate for new users.

What Type of Business is It Best For?

Mitel is best suited to enterprise-level businesses looking to maximize the productivity of their call center agents.

Pricing

Pricing per Request.

RingCentral

When you think about VoIP telephony solutions, RingCentral is among the first ones that come to mind. It’s no wonder the company has been on the market for over 20 years and has built quite a reputation. 

RingCentral’s benefits

RingCentral has a great variety of features and offers HD-quality voice and video. The provider is a good fit for enterprises since it provides an omnichannel experience, lead qualification tools, management, collaboration, and performance features – all in a single software.

Key features

• SIP Trunking
• IVR
• Call Recording
• Call Routing
• Contact Management

What is RingCentral Missing?

Despite all the positives, RingCentral lacks many essential tools that modern businesses require. 

Features like native sentiment analytics, Speech-to-Text transcription, smart dialers, or Skill-based routing are only included in Contact Centre Solution. The same goes for some agent management features, like monitoring.

The Call recording tool and Toll-free numbers are only available as add-ons for an additional cost. 

Furthermore, RingCentral’s implementation can take as much as 90 days and involves an implementation fee. RingCentral UI is also not always the friendliest to work with. 

What Type of Business is It Best For?

RingCentral MVP is a flexible cloud-based solution ideal for businesses of all sizes.

Pricing

Five9

Five9 is a cloud-based contact center solution that offers a range of features for customer service and sales teams. These include omnichannel support, workforce optimization, reporting and analytics, and more.

Five9’s benefits

• Offers an all-in-one cloud contact center solution.
• Omnichannel support for a seamless customer experience.
• Advanced workforce optimization features for improved agent productivity.
• Robust reporting and analytics capabilities.
• Easily integrate with other software.

Key features

• Omnichannel Support: Enables interaction across all channels.
• Workforce Optimization: Improves agent productivity and engagement.
• Reporting and Analytics: Provides insights to improve performance.
• Integrations: Easily connect with other software.
• All-in-one Solution: Offers an all-in-one cloud contact center solution.

What is Five9 Missing?

Five9’s pricing can be higher compared to some other contact center solutions in the market, which may make it less attractive to some businesses. Additionally, some users have reported issues with the platform’s call quality.

What Type of Business is It Best For?

Five9 is suitable for mid-sized and large enterprises that require an all-in-one cloud contact center solution with omnichannel support, advanced workforce optimization features, and robust reporting and analytics capabilities.

Pricing

Dialpad

Unless you’re new to the VoIP telephony market, you’ll surely have heard of Dialpad. It’s a reliable, unified telephony solution with simple built-in AI and advanced analytics. A live chat, phone hotline, and knowledge base make it a great deal for customer support teams. 

Dialpad’s benefits

Dialpad’s main advantages are voice intelligence and uptime between 99% and 100%. You’ll get conference video calls, sentiment analysis, voicemail transcriptions, call tracking metrics, Speech-to-Text for an automatic call recording, and much more. 

With Dialpad, you can call the US and Canada for free and from anywhere in the world. Inbound and outbound calling within your country is also free of charge. The provider has a modern, well-organized UI, plenty of training videos, and a well-built mobile application.

Key features

• Call Recording
• Machine Learning
• Call Analysis
• Customer Scoring
• Call Routing

What is Dialpad Missing?

While Dialpad offers a Power dialer, it lacks a Smart and Predictive dialer. The Power dialer feature is limited, as it only works with Salesforce. Unlike the CloudTalk app, the Dialpad app only allows users to dial phone numbers manually. 

The Preferred agent feature only works through API. 

Dialpad also lacks a visual flow editor for its Call flow designer. Furthermore, you can’t send SMS messages outside of the US and Canada, although this feature will soon become available to those in the UK.

The provider offers a limited integration stack, and Voicemail drop comes only with Dialpad Sell.

What Type of Business is It Best For?

Any size of sales organization looking to drive agent efficiency and speed up ramp times.

Pricing

Twilio

Twilio is a cloud communications platform that enables businesses to communicate with customers via voice, SMS, and messaging apps. It offers developers a range of tools and APIs to build and customize communication workflows.

Twilio’s benefits

• Scalable and flexible platform.
• Wide range of communication channels.
• Extensive documentation and support.
• Advanced analytics and reporting tools.
• Robust security features.

Key features

• Programmable Voice: Make and receive calls with APIs.
• Programmable SMS: Send and receive SMS messages with APIs.
• Programmable Chat: Embed chat into web and mobile apps.
• Video: Add video capabilities to web and mobile apps.
• Flex: A fully programmable contact center platform.

What is Twilio Missing?

Some users have reported that the platform can be difficult to navigate, especially for non-developers. The pricing can also be confusing, as it charges for each API call, which can add up quickly for high-volume usage.

What Type of Business is It Best For?

Twilio is an ideal solution for businesses that require customizable communication workflows and a range of communication channels. It’s especially useful for developers who want to build their own communication applications.

Pricing

The price for Twilio’s services is based on a pay-as-you-go model.

Zendesk

Zendesk is a customer service and engagement platform designed to improve the customer experience. It offers a range of features such as ticketing, chat, and call center software.

Zendesk’s Benefits

• User-friendly interface.
• Multiple channels for customer support.
• AI-powered automation and analytics.
• Flexible pricing plans to suit different business sizes.
• Integrated customer relationship management (CRM).

Key features

• Ticketing: Organize customer requests and track their progress.
• Live chat: Interact with customers in real time.
• Call center software: Route calls and manage agents effectively.
• Self-service options: Allow customers to help themselves.
• Analytics: Monitor performance and identify areas for improvement.

What is Zendesk Missing?

Some users have reported slow response times from support, and the platform may be difficult to navigate for some. Advanced reporting features may also be limited for some businesses.

What Type of Business Is It Best For?

Zendesk is a suitable solution for businesses of all sizes, but it’s especially useful for companies that value personalized customer support and need to manage customer requests across multiple channels.

Pricing

Channels

Channels is a data-driven phone system designed to enhance customer service and streamline business communications. Trusted by businesses worldwide, Channels allows you to manage calls, access customer information instantly, and integrate seamlessly with popular tools like Zendesk, Pipedrive, and Shopify.

Channels’s benefits

• Comprehensive Call Management: Easily handle calls from any device with features like call recording, IVR, and one-click calls.
• Seamless Integrations: Connects with CRM systems like HubSpot and Salesforce, enhancing your workflow and data management.

Key features

• Automatic Call Distribution
• Call Monitoring
• Call Transfer
• Call Recording
• Call Routing

What is Channels Missing?

Channels does not currently support advanced video-calling features, which may limit its use for businesses that require integrated video communication tools.

What Type of Business is It Best For?

It is particularly beneficial for remote teams, ecommerce businesses, and sales teams needing efficient call handling and customer data access.

Pricing

Cisco

Cisco is one of the biggest and most well-established companies on the market. Consequently, its Webex applications for meetings and VoIP come with big expectations. Is it worth the money, though? Let’s find out.

Cisco’s benefits

Cisco is a reliable solution designed to help companies maximize the performance of their employees. It helps businesses scale easily as they grow. Cisco also provides high-level security through encryption, authentication, and access control to protect against cyber attacks. Another advantage is management tools for easy monitoring, management, and configuration. Furthermore, the provider is a cost-effective solution that saves money on both software and hardware.

Key features

• Security (ASA firewall, ISE for identity and access management, cloud-based Cisco Umbrella security platform)
• Comprehensive network visibility and analytics capabilities (NAE, Cisco Tetration, Stealthwatch products)
• Wide range of cloud networking solutions
• Network Virtualization technology
• Interoperability
• Mobility
• Internet of Things (IoT)

What is Cisco missing?

Unfortunately, if you’re looking for a VoIP solution, you’ll have to contact Cisco’s sales team because this option is only available for custom Enterprise plans. And even then, it lacks several vital features, including

• an autodialer
• ACD
• IVR
• SIP trunking
• call tagging and more

What Type of Business Is It Best For?

Cisco is a household name for a reason – its solution comes packaged with various tools and features that you’ll be able to use to your advantage. However, due to its reputation, you’ll need to pay extra. As such, it wouldn’t be a great choice for smaller or mid-sized businesses. 

Pricing

Ringover

Ringover is a cloud-based phone system that offers a range of features to enhance business communications, including call recording, IVR, and analytics. The software provides multichannel communication options, including voice, chat, and video.

Ringover’s benefits

• Easy to set up and use.
• Integrations with various third-party tools.
• 24/7 customer support.
• Mobile application for on-the-go business management.
• Advanced analytics and reporting tools.

Key features

• Call Recording: Records and stores all calls for future reference.
• IVR System: Offers a menu of options for customers to direct their calls.
• Real-Time Monitoring: Allows managers to monitor calls and agents in real time.
• Multichannel Communication: Offers voice, chat, and video options for communication.
• Analytics and Reporting: Provides data-driven insights into call volume and agent performance.

What is Ringover Missing?

Ringover’s pricing plans can be expensive for small businesses, and its customer service can be slow to respond. Additionally, some users have reported issues with the software’s call quality and reliability.

What Type of Business Is It Best For?

Ringover is a good choice for businesses of all sizes that require a multichannel communication solution with advanced analytics and reporting tools.

Pricing

Vonage

Vonage is among the best-known virtual phone providers in the world. They’ve been in the business for over 20 years and have established an enviable market leader reputation.

Vonage’s benefits

• The Virtual Receptionist automatic attendant feature allows calls to be forwarded to other departments.
• Moreover, businesses can provide callers with alternatives for call routing that let them use either their name or an extension to dial. Before having their calls routed to a department, callers can also use the company directory.
• Even when businesses use cloud services that consume a lot of bandwidth, such as collaboration, chat, and video tools, Vonage’s network optimization features ensure call continuity and call quality.

Key features

• Stability and reliability
• Auto-attendant
• CRM integrations
• Voice and video conferencing
• Call forwarding services

What is Vonage missing?

Unfortunately for customers, Vonage has capitalized on its reputation by charging much more for its services than other comparable virtual phone software providers. 

Vonage pricing also includes many hidden fees that make the service far more expensive than expected. This can be a real downside for small businesses that need to be more discerning about how and where they expend their resources.

What Type of Business Is It Best For?

Vonage is best for companies looking for a well-established provider.

Pricing

Bitrix24

Bitrix24 is a solution if you are looking for comprehensive business management software to streamline your business operations. The software offers various tools to manage workflows, communication, and customer relationships in one centralized platform, making it easier for businesses to enhance their overall productivity and efficiency.

Bitix’s benefits

• All-in-one solution for business management, including CRM, project management, communication, and collaboration tools.
• Advanced automation features streamline workflows and reduce manual tasks.
• Customizable platform with various integrations to meet specific business needs.
• Excellent customer support with 24/7 live chat and phone support.
• Free plan available for small teams.

Key features

• CRM: Manage customer relationships and track sales pipelines.
• Project management: Plan, track and manage projects with team members.
• Communication tools: Chat, video calls, and screen sharing with team members and clients.
• Social network: Create an internal social network for teams to collaborate and share knowledge.
• Customizable workflows: Automate business processes and workflows with drag-and-drop automation.

What are some limitations of Bitrix24?

Bitrix24 may not be suitable for businesses that require advanced CRM features, such as predictive analytics and lead scoring. Also, it may not integrate with some widely-used software such as Salesforce and Hubspot.

What Type of Business Is It Best For?

Bitrix24 is well-suited for small to medium-sized businesses that need a comprehensive set of tools for business management. It’s also beneficial for companies with a distributed team as it provides a centralized platform for communication and collaboration.

Pricing

Avaya

Avaya is a cloud contact center built for remote teams. It can boost workplace efficiency by allowing agents and managers alike to engage in video conferencing and instant messaging easily. On top of that, it integrates with some of the most popular software tools on the market.

Avaya’s benefits

Avaya offers an omnichannel experience with high-quality interactions across voice and digital channels — all in a single desktop view. It increases efficiency through automation and provides advanced analytics for customer behavior insights. The provider lets businesses improve customer experience via a wide range of features. Avaya also offers easy scalability that allows businesses to increase customer service capabilities. Furthermore, it reduces costs thanks to eliminating redundant manual tasks.

Key features

• Smart dialer
• automatic call recordings
• speech to text
• coaching and barging
• Bring your own carrier available or porting
• SMS available

What is Cisco Missing?

Many Avaya users have complained about the software’s old-fashioned and difficult-to-navigate UI. The platform is also lacking in the automation department – it doesn’t offer any smart dialers, which can be a real problem for sales teams looking to reach out to prospects in the most efficient way possible. Lastly, while Avaya does offer some international numbers, it is limited. Users are currently only able to acquire numbers from 40 countries.

What Type of Business is It Best For?

Avaya is best for businesses that require a robust communication platform, such as contact centers, large corporations, and organizations with multiple locations. It is also well-suited for small and medium-sized businesses that need a reliable and secure system to facilitate communication between employees, customers, and partners.

Pricing