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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

3CX

3CX is a software-based PBX system that offers a complete unified communications solution. It provides businesses of all sizes with enterprise-level features that allow them to improve their communications processes. 3CX has an easy-to-use interface and provides advanced features that boost productivity and improve customer experience.

3CX’s benefits

• Integration with popular CRMs, such as Salesforce, Microsoft Dynamics, and HubSpot, allowing for a streamlined sales process.
• Video conferencing: 3CX provides video conferencing that supports up to 250 people. This feature is available on desktop, mobile, and in your browser.
• WebRTC technology: This enables you to make and receive voice and video calls directly from your web browser.
• User-friendly interface: 3CX provides a clean, modern, and intuitive user interface that is easy to navigate.
• Cost-effective: 3CX is much more affordable than traditional phone systems. It requires no additional hardware or maintenance fees.

Key features

• Web-based management console: The web-based console enables you to manage your phone system from anywhere in the world.
• Mobile Apps: The mobile app allows you to take your office with you, giving you access to all the features of your desk phone.
• Advanced call center features: The system provides all the features required to operate a professional call center, such as call queuing, call routing, and call monitoring.
• SIP Trunks: 3CX supports many popular SIP trunks, making it easier to connect with other VoIP services.
• Unified Communications: 3CX integrates with popular chat platforms, such as Slack, Microsoft Teams, and more, allowing for improved internal communications.

What is 3CX Missing?

One significant limitation of 3CX is the lack of an agent interface. This means that users need to download and install a third-party application to use the system. There is also no real-time reporting or a card-free trial.

What Type of Business Is It Best For?

3CX is best suited for small and medium-sized businesses that need a phone system that is easy to set up and manage, with low costs, and reliable customer support. It’s also an excellent choice for remote teams as the platform can be used from anywhere with an internet connection.

Pricing

8×8

8×8 is an evergreen telephony solution focusing on integrations and analytics. The provider is well-suited for enterprises, but lower-tier subscriptions also work for smaller organizations. There are many benefits 8×8 can offer its subscribers.

8×8’s benefits

First of all, the provider has done a great job building an Analytics system that can effectively track large-scale business processes. 8×8’s reporting system centralizes all data in a single place, so managers can make their teams more organized and speed up their workflow. You’ll also get real-time reports.

Then, we have the solution’s comprehensive integrations with software like Salesforce, Slack, Microsoft Teams, and many more. Furthermore, 8×8 users get unlimited calling to 40+ countries. 8×8 telephony software comes with a smart dialer, click-to-call, and call recording.

Key features

• Call Center Management
• IVR
• Contact Management
• Analytics & Reporting
• Call Monitoring

What is 8×8 Missing?

If you own a business that works globally, there are a few things about 8×8 you might want to consider:

A crucial restriction, mainly for big international companies, is that there are regional constraints on unlimited calling. Users with the basic Express plan can only use unlimited calling in the US and Canada.  

Physical location required: You need an office where you want to call to get a number from there. 

Geographical restrictions for SMS: You can only use the SMS feature within the US, and 8×8 does not cover costs for mobile numbers in Brazil.  

Integrations: 8×8 doesn’t partner with telco companies, so users won’t have native integration with specific solutions like WhatsApp. Non-native integrations must be set up by the tech team.

Features: 8×8 lacks features like call tagging for more efficient calling processes, call masking for protecting your personal information, and API for connecting with the tools you love. Automation tools like IVR, skills-based routing, or automated callback come only with high-tier plans. You have to pay extra to get a call recording.

What Type of Business is It Best For?

Flexible for any business.

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

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

Genesys

Genesys is a cloud-based contact center solution that aims to improve customer experiences with its omnichannel capabilities. The platform offers various features, such as predictive routing, real-time analytics, workforce engagement management, and more.

Genesys’s benefits

• Offers predictive routing for improved customer service.
• Easily integrate with other software.
• Real-time analytics for better decision-making.
• Omnichannel capabilities enable interaction across all channels.
• Robust workforce engagement management capabilities.

Key features

• Predictive Routing: Uses AI to match customers with the right agent.
• Real-time Analytics: Provides actionable insights to improve performance.
• Workforce Engagement Management: Improves agent productivity and engagement.
• Omnichannel: Enables interaction across all channels.
• Integrations: Easily connect with other software.

What is Genesys missing?

Genesys can be a bit complicated to set up and use, according to some users. Also, the platform’s pricing structure can be challenging to understand, which may make it challenging for some businesses to plan their budgets.

What Type of Business Is It Best For?

Genesys is a suitable solution for large enterprises with complex customer service needs that require advanced features like predictive routing, workforce engagement management, and omnichannel capabilities.

Pricing

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