Best Cloud PBX
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PRODUCTS
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BUYER'S GUIDE
Buyer's Guide
By Ashita Ahuja, Technical Writer at SelectHub
Cloud-based Private Branch Exchange or Cloud PBX is a crucial part of business phone systems. It’s also referred to as a “Hosted PBX.” It’s a telephone network that enables communication and is accessible via the internet. It hosts all the data and software in the cloud and automatically answers calls. Cloud PBX also provides robust capabilities such as call routing and management, extension dialing, hold music, conference calling, automated attendants, customer waiting queues and more.
Traditionally, offices set up PBX systems on the premises, making them more expensive and occupying a lot of space. For smaller businesses, this isn’t a feasible solution as they may not be able to afford such an investment. The additional maintenance costs make it more difficult as small businesses they also have to spend money on other resources. Cloud PBX is comparatively cheaper and hosted remotely, making it a viable option. Additionally, the software allows smooth communication within and outside the organization.
Executive Summary
- The main benefits of cloud PBX are flexibility, accessibility, lower costs and more.
- Cloud PBX systems provide organizations with robust features such as call flipping, call queue and reporting and analytics, amongst many others.
- Consider factors such as the equipment, reliability and cost before choosing a system for your business.
- Remember to ask yourself and vendors some crucial questions well in advance before installing a cloud PBX system.
- What Is Cloud PBX Software?
- Deployment Methods
- Benefits
- Implementation Goals
- Basic Features & Functionality
- Advanced Features to Consider
- Current and Upcoming Trends
- Software Comparison Strategy
- Cost & Pricing Considerations
- Best Cloud PBX Software
- Questions To Ask Yourself
- Questions To Ask Vendors
- In Conclusion
What Is Cloud PBX Software?
A cloud PBX is a phone system that’s entirely dependent on the internet and hosted on servers. It offers users more features than traditional phone systems and is easy to use even without extensive technical knowledge or an IT background. You can access services like voicemail, SMS, calls and much more. System updates and network routing are taken care of by the hosting provider.
It’s simple and affordable for small businesses since there’s no cost of ownership. Additionally, you can purchase the services on a yearly subscription basis from the service provider. Modern organizations are slowly adopting this phone system due to the flexibility and freedom involved.
Deployment Methods
Low setup costs, affordable annual fees and zero extra maintenance costs make cloud-hosted PBX viable for most organizations. On the other hand, if you go in for an on-premise PBX system, there are bound to be maintenance costs as it requires hardware. However, the annual fees are comparatively low. In the case of an on-premise PBX the hardware is installed and runs at your office location, whereas a cloud PBX is managed off-site by a service provider and is dependent entirely on the internet.
With an on-premise PBX system, businesses have more control over communication. This aspect is best suited for more dynamic companies. If the internet stops working for some reason, they can rely on the traditional phone system. If you pick a cloud-based PBX solution, the entire functioning depends on a third party, making it a beneficial option for businesses that lack sufficient resources.
- Auto Attendant Systems
- Automatic Call Distribution
- Business Phone Service Providers
- Business Phone
- Call Center Scripting
- Call Center
- Call Monitoring
- Call Tracking
- Computer Telephony Integration
- Conference Call Services
- Conference Calling
- IVR Systems
- PBX Phone
- Predictive Dialer
- SIP Trunk Providers
- Small Business Phone
- UCAAS Providers
- Video Conferencing
- VoIP Phone Systems
- VoIP Softphones
If you have remote offices spread across different locations, then a cloud-based PBX system is ideal for your organization. On-premise solutions can also handle remote users placed in other areas. However, they can be a little more expensive.
A cloud-based phone solution doesn’t demand too much maintenance, and thus, you don’t need to hire IT professionals to carry out the same. If your organization lacks the necessary resources and technical expertise, then a cloud-based PBX should be your pick.
Primary Benefits
Cloud-hosted PBX systems provide businesses with a wide array of advantages. Let’s take a look at some of them:
Flexibility
Use the cloud PBX solutions to connect with clients and team members from anywhere across the globe. Office employees can continue using the designated office number on any device of their choice, thus giving them the flexibility to work remotely or work from home whenever they want to. Moreover, you can seamlessly customize call settings according to convenience. Regardless of the organization’s size, your business is likely to experience a high degree of adjustability.
Cost-Effective
Cloud-based PBX systems are entirely dependent on technology, automatically eliminating costs involved in hardware purchase and management. This aspect is especially beneficial for small businesses, as they don’t have to hire any IT professionals to maintain hardware. The only cost you may incur is purchasing VoIP-enabled desktop phones. Additionally, you have to pay only for the features and the phone lines you use, cutting down on extra costs.
Keep The Existing Phone System
Employees become accustomed to their phone system and replacing it becomes an arduous task. Cloud-hosted PBX systems can be easily integrated and used with an already-existing device. If your existing phone system supports SIP trunks or VoIP, then no additional hardware is required.
Accessibility
You and your team can access the cloud PBX system from anywhere in the world without much ado. You don’t necessarily have to be confined to your office space to access the cloud PBX as the employed service provider will be responsible for managing the data.
Implementation Goals
Goal 1 Mobile-Friendly | According to a survey, 36.2 million Americans will work remotely by 2025. This shows that a big chunk of organizations will witness employees working remotely. Thus, most devices today have apps similar to cloud PBX apps, allowing users to access crucial features on the go. |
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Goal 2 Easy To Operate | You and your employees can use a cloud PBX efficiently even if you don’t have an IT background. The onboarding process is quite simple and the interface isn’t too complex either. It’s intuitive, easy to use and operate as compared to traditional phone systems. |
Goal 3 Improved Reliability | Most providers secure business communications by hosting the phone system on a private cloud, thus ensuring reliability and security. Cloud PBX providers can also help in lowering the chances of security threats and attacks. |
Goal 4 Scalable | It’s next to impossible to accurately predict your business's growth and expansion in the next five or ten years. You don't want to be stuck with solutions that don’t adapt to the rapid changes in your organization. Cloud PBX offers flexibility and you can add or remove services as per your company's needs. This way, you can also cut down on features that aren’t helping your business as you’d envisioned and save money for investing in other vital resources. |
Basic Features & Functionality
Auto Attendant | Most business phone systems use the auto-attendant feature for allowing callers to connect with the correct department. This ensures better customer engagement, improved workflow and provides a personalized touch, thus building credibility. |
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Interactive Voice Response (IVR) | Attain a great degree of mobility by using this feature. It helps answer incoming calls and subsequently connects users to the right department. This feature is especially beneficial for organizations with a large volume of incoming calls as it will help reduce the burden of calls for the receptionist. |
Audio And Video Conferencing | Some businesses allow users to host audio and video conferencing by using any internet-enabled device. You can also screen share for better engagement or dissemination of information. All you need is plenty of bandwidth and you are good to go. |
Call Queue | This is valuable for organizations, especially on days when the call volume is high. It automatically queues up clients when they call in, thus minimizing wait times and allowing all callers to connect with agents one after the other. The chances of callers hanging up are lesser when they are informed that they have to wait only for a short time. |
Call Flipping | Use this feature to simply flip a call from a desk phone or softphone to your mobile phone during a call without anyone noticing. This way, you can leave the office premises while on the call and continue being on the call even outside the office space. |
Call Recording | Call recording is a great way to refer to important points discussed during presentations, meetings or webinars. Use this feature to train persons to save time by eliminating the need to duplicate content and cut down on legal risks. |
Advanced Features & Functionality
Reporting And Analytics | For larger organizations that receive bulk calls, it’s crucial to get essential call insights such as call duration, number of missed calls, toll-free calls and more. |
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Voicemail To Email | With the cloud PBX system, you can quickly get voicemails delivered directly into your email inbox. Some cloud-based PBX providers may also provide voicemail transcripts along with the audio file. This makes it more convenient to go back and listen to voicemails and refer to the transcriptions if something is left out. |
Apps | Employees can connect remotely without jumping between screens with mobile and desktop apps. It’s essential to identify if your cloud PBX provider gives you an app compatible with Android and iOS. |
Current & Upcoming Trends
According to 360 Research Reports, the global Cloud PBX market was valued at $9,228.44 million in 2020 and is set to grow with a CAGR of 3.69% from 2020 to 2027. Here are some of the current and future trends of the substantially growing cloud PBX market:
Rise of 5G
5G is a massive game-changer, and an increased number of organizations are adopting it. According to a report by Research And Markets, the global market for 5G infrastructure should grow to $115.4 billion by 2026. 5G provides users with many benefits, including lower latency, enhanced video conferencing, high-resolution audio, reasonable costs and more. Moreover, data transmitted over a 5G network is safe and secure.
In-App Communication
These days, organizations are more interested in providing in-app services to their employees, making it easier for them to work and eliminating the need to switch between work applications repeatedly. This also enhances the workflow of employees working remotely and boosts the productivity of the team.
Demand for UCaaS
UCaaS provides organizations with more flexibility, allowing employees to use many channels and access them via any device. It also offers advanced functionality and makes it possible for employees to check the availability of other colleagues, thus saving time and energy. UCaaS features make it simpler for you to reach out to colleagues, clients and others. Through this, you can use the same number within the office and while working remotely, making it more straightforward for customers and colleagues to contact you.
Surge In Artificial Intelligence
According to Semrush, it is believed that the AI global market is predicted to reach $190.61 billion market value by 2025. An Increased number of organizations are expected to employ automated assistants and virtual helpers. The key reason for this is to replace humans, save time, cut down on costs and eliminate human errors. AI-enabled solutions are more productive and efficient in the long run.
Software Comparison Strategy
You have to consider a variety of factors before choosing an ideal cloud PBX solution for your organization. Here are some essential points to remember:
Equipment
Figure out whether you want to add already-existing, cloud-based IP phones or a traditional phone system. Equipment and hardware is an essential factor when it comes to costs.
Organization Size
A cloud-based PBX solution is apt for a small business. If you run a small or mid-sized organization, choose cloud PBX to save the costs involved in installing hardware and maintaining equipment. You’ll also get the required flexibility to make changes as and when needed. This is important for small businesses that could expand rapidly. You don’t want an unadaptable solution.
Services And Support
A lot depends on the support and services required. It’s best to go in for a solution that offers 24x7 support promptly. Also, avoid platforms that cause latency, glitches and create the wrong impression in front of clients. Moreover, constant technical hassles and call-lagging can lower team productivity levels in the long run.
Strong Internet
Cloud-based PBX is predominantly dependent on the internet. If you can’t secure good-quality internet, there’s no point in choosing a cloud PBX over any other solution.
Cost & Pricing Considerations
One of the primary factors that businesses should consider before investing in any service or solution is the cost. It’s vital to identify if the solution fits into the predetermined budget and is feasible in the long run.
Every cloud PBX phone system has a set of basic and advanced features. Gauge whether you are paying for features you require for the better functioning of your organization and ensure you don’t end up paying for features you don’t need. Also, keep track of which features will and won’t come with your package.
Along with choosing the ideal plan, take advantage of free trials and demos to test the phone system in advance. Give employees the chance to demo and take their feedback seriously. If your employees are not happy with the working of a cloud-based PBX, then consider a different solution or ask your vendor to make adjustments.
Best Cloud PBX Software
Here is a summary of the best Cloud PBX software:
8x8
8x8 is a UCaaS system that helps automate the customer experience and allows callers to get the required information quickly. Enabled auto attendants to organize and distribute calls as per various time zones, business hours and other factors. You can use the software to record calls and refer to them when needed by automatically saving them to your software account. Enhance customer experience by using the music on hold feature. Customize recordings as per your requirements and increase the wait duration time of callers by imparting valuable information while they are on hold.
Different devices indicating the accessibility of the software.
RingCentral
RingCentral is a software that is ideal for all business types and sizes and allows users to communicate remotely with one another without any disturbance or interruptions. Use this software to direct customers to a single number, enhancing the customer experience and making it easier to contact the software. Offer extensions to employees, use toll-free numbers to increase credibility and make the most of call flipping and forwarding features.
Snippet of a user switching between devices.
Nextiva
Nextiva allows users to manage customer data quickly and efficiently with a CRM. You can initiate real-time chats with website visitors, thus converting them into potential leads. It’s possible to successfully identify customer wants and needs and access crucial data analytics, thus giving valuable business insights. It also allows remote teams to communicate and collaborate seamlessly. You can use tools to chat, share files, create and assign tasks and schedule meetings all in one space, thus allowing users to stay in the loop.
Snippet of a customer satisfaction survey in progress.
Vonage
Vonage allows businesses to access an all-in-one solution to access everything under one roof. It employs an automated attendant that’s easy to set up and customizable, thus enhancing customer experiences. By using the software’s call routing feature you can customize call routing according to holidays, lunch hours and more. Don’t miss any calls, re-route calls to different devices and use other robust options. Join meetings with a single click, share your screen and record meetings for further reference.
Snapshot of the software’s homepage.
Dialpad
Dialpad is a software that has taken several forms of communication and consolidated them into one space, making it easier for users. Use voice intelligence to get crucial details while making and receiving calls, sending messages and joining meetings. You can make calls to customers using any device and your phone number won’t reflect on their screen, making it possible for employees to stay connected to customers even on the go.
A user accessing different call tabs on the software.
Questions to Ask Yourself
Use these questions as a starting point for internal conversations:
- Does this service fit into my budget?
- Is this service well-suited for the number of employees in my organization?
- Will I be retaining my existing phone system?
- How will my organization benefit from a cloud-based PBX solution?
- How well will the cloud PBX work for
Questions to Ask Vendors
Use these questions as a starting point for conversations with vendors:
About the Software
- Does the service possess all the required features?
- Will I require any additional equipment to use the service?
- Is it scalable?
- Does it have third-party integrations?
- What are the limitations of using a cloud-based PBX?
- What is the setup process like and is it easy to make adjustments?
About the Vendor
- Do you offer 24x7 support?
- Do you provide any demos or training?
- What is your industry experience?
- How many years have you been in the same business?
- How do you ensure system security?
In Conclusion
Choosing a software or system for your organization is no mean feat. Things can get a bit overwhelming when you begin the scouting process. However, it would be best to consider crucial factors like cost, understandability, and reliability while zeroing in on a new system, especially in cloud PBX phone systems. You don’t want to end up stuck with a system or pay for something that doesn’t add much value to your business or benefit your organization.
This step-by-step buyer’s guide is a stepping stone towards making your decision and helps in reducing the stress involved in choosing an ideal phone system. It is best to go through it once and remember the critical pointers. I hope this was helpful and I wish you good luck in finding a well-suited cloud PBX system.
Products found for Cloud PBX
TeamViewer
TeamViewer is a comprehensive solution that enables users to remotely connect to servers and IoT devices from any location worldwide. It offers desktop sharing, file sharing and online meetings. Users can view and complete tasks on work and personal devices. It’s compatible with Windows, Mac, Linux and Chrome.
Microsoft Teams
Microsoft Teams is a leading unified communications-as-a-service (UCaaS) provider for businesses of all sizes. It provides voice, video conferencing, chat, instant messaging and file sharing options for enterprise collaboration. In addition to three-way PSTN calls, it enables auto-attendant, call parking, call transfer, do-not-disturb, e911 calling and simultaneous ringing. With direct call routing for existing carriers through SIP trunking, it eliminates the need to change phone service providers. It provides default on-hold music that can be customized through the powershell, as well as custom message setup for calls and voicemail. It also offers live screen sharing through chat for instant context.Powered by Microsoft 365, its admin console enables account provisioning, assigning phone numbers, number porting, and reporting and analytics. With seamless escalation from group chat to video call, it enables in-call attendee management, screen sharing and chats. Available for all major browsers and Apple devices, it supports the current Android version and its previous three versions at any given time.
Zoom
Zoom is an online conferencing solution that provides HD-quality voice calls, video meetings and webinars. Available as a native app on Windows, iOS and Android devices, it enables intelligent call routing, auto-attendant, voicemail, call recording and call transcription. Call agents can elevate phone calls to a video conference call without needing to hang up, and engage customers through direct chat from within the call. Integrating with Salesforce, Microsoft Office and GSuite, it supports hardware from leading manufacturers to provide a traditional deskphone experience.Organizations can choose to retain their existing phone service providers with easy number portability. It provides coverage across more than 40 countries through local number availability. Its advanced plans offer an intuitive admin portal to provision and manage accounts, track meetings and attendees and receive usage insights from a centralized hub.
Google Meet
Google Meet is a leading audio and video conferencing solution that allows Google account holders to create instant and scheduled meetings. Participants can join meetings through a web browser or a mobile device, or dial-in with password-protected numbers, with the free version allowing up to 100 attendees for up to 60 minutes. In addition to chatting, participants can share specific tabs or their whole screen in real time to collaborate with others. It provides call encryption and enhanced audio quality through noise cancelling filters. Google Workspace subscribers can hold longer meetings with more participants, raise their hands, conduct polls and Q A sessions and record meetings which are stored by default on Google Drive.It integrates seamlessly with other Google offerings — Calendar, Gmail and Contacts — to enable one-click meetings. Participants from third-party video conferencing systems like Cisco, Polycom, Lifesize, Sony, and Microsoft Skype for Business can join Google Meet calls through the Pexip Infinity gateway.
Doodle
Doodle is an enterprise scheduling platform that empowers teams to collaborate based on individual availability for quicker scheduling of one-on-one and group meetings through polls. It syncs across Google Calendar, Microsoft Outlook, Office 365 and iCal. Meeting hosts can choose to send poll links to team members directly or through its email client. Email alerts notify the meeting host of the team’s replies and provides a clear snapshot of individual availability. In addition, it enables update broadcasts and meeting reminder setup to keep the team in the loop. It integrates with Zoom to include a unique link for every scheduled meeting. Available on Android and iOS devices, it integrates with Slack through an AI-powered bot. It is hosted on AWS which is certified for compliance under ISO/IEC 27001:2013, 27017:2015 and 27018:2014. In addition, it leverages Cloudflare for DDoS protection. Besides the free version, the vendor offers business and enterprise subscriptions.
Webex
Cisco Webex is a unified communication and collaboration solution that keeps teams connected through calling, messaging and video conferencing. Available as a native app on desktops and mobile, it supports multiple extensions, direct inward dialing (DID) numbers and directory-based calling. It provides shared lines, hunt groups, call forwarding, call pickup, call transfer, intelligent call routing and auto-attendant to ensure that customer-facing teams do not miss a single important call.It enables calling numbers outside the Webex ecosystem through integration with Webex Calling and Cisco Jabber. Its cloud-based control hub provides account, phone number, device and access management. Businesses can glean insights into call metrics and team performance through reporting and analytics.
GoToMeeting
GoToMeeting is a chat, audio and video conferencing solution from LogMeIn. Integrating with Google and Microsoft calendars, it empowers business teams to create instant and scheduled meetings. In addition to live screen sharing with HD-quality video, it provides meeting recording, drawing options and presenter switching for collaboration. Available on all devices, it integrates with CRMs like Salesforce and Zoho. On Apple devices, Siri voice commands can be used to start or join a meeting, or hosts can use its Call Me service to call invitees on their phones to join. It enables switching between chat, conference call and video call seamlessly. Team members can send meeting invites to contacts via instant messaging.Its Smart Meeting Assistant enables transcription. Businesses can glean meeting diagnostics from reports that provide downloadable attendee lists, features used, and details regarding latency and packet loss during calls. It offers toll-free numbers for more than 50 countries. The vendor offers a 14-day free trial.
RingCentral
RingCentral is a unified communications-as-a-software (UCaaS) solution for businesses of all sizes. Its open architecture enables easy embeddability for uninterrupted communication. Employees can stay connected to internal teams and clients through mobile apps and switch over to other connected devices mid-call. Phone number portability is available for seamless migration from existing service providers.Companies can host HD-quality video conferences with up to 3000 participants; record-playback facility enables creating on-demand events for greater outreach. Besides sending and receiving faxes, employees can collaborate by sharing images, text messages, videos and documents. It integrates with ZenDesk, Microsoft Dynamics and Oracle Sales Cloud.
Grasshopper
Grasshopper is a cloud-based, virtual phone system for small businesses. In addition to custom greetings, on-hold music, call transfers, call forwarding and text messaging, it offers voicemail-to-email transcriptions and MP3 recordings. It’s available on all devices and facilitates auto-texting to clients, supporting sustained customer engagement. Delivers inbound faxes as PDF attachments into a team’s email inbox. Managers can view and analyze call history, usage and activity reports to maximize productivity. Teams can utilize local, toll-free and vanity numbers as well as unlimited local calling and business texting within the U.S. and Canada.
Twilio
Twilio is a cloud communication platform as a service provider that enables businesses to embed phone, VoIP and messaging into web, desktop and mobile applications through web service APIs. Developers can design more efficient self-service call flows and trigger custom business processes through its low-code builder, Studio. Teams can make and receive phone calls, send and receive text messages and communicate in other ways. Developers can build new apps with a wide range of existing global cellular networks and enhance audio conferencing infrastructure through its Voice API. It helps augment existing contact centers with voice, SMS, IVR and a chatbot and integrates with Whatsapp, Facebook Messenger and Webchat.Omnichannel customer service ensures sustained engagement through click-to-dial, automated text notifications, intelligent routing and callback service during peak hours. It blocks unlawful robocalls and ensures increased call answer rates through call trust indicators. It empowers businesses to create video apps and embed videos through dedicated SDKs for Android, iOS and JavaScript.
Vonage
Vonage integrates phone systems onto both Mac and PC desktops to enable businesses to make calls, send texts, view client contact history, see missed calls and listen to voicemails — all through one single interface. With three-phone connectivity on one extension for seamless access, it provides local number porting, call logs, call queueing, paperless fax, voicemail to email and more. In addition to call monitoring for sales and customer service, it enables automated SMS generation, supporting the marketing lifecycle from lead collection to nurturing to conversion and feedback.Integrating with Google Calendar, it provides audio and video conferencing on both desktop and mobile. Up to 100 attendees can attend meetings through their browsers, with chat and screen sharing options, without downloading any software. Up to 30 team members can attend conference calls through a password-protected, dedicated number at the click of a button.
Free Conference Call
Free Conference Call is an audio and video conferencing solution for networking and support. Available for free download on desktop and mobile, it provides remote desktop viewing and control for troubleshooting and collaboration. It offers one-on-one and conference calling with voicemail, call recording and elevation to video call, if necessary. Call hosts can control conference mode, mute individual lines, change meeting presets and set up auto recording through the phone keypad.Teams can collaborate through video conferences with live screen sharing, annotations, in-meeting chat and breakout rooms, with the option for custom branding. Hosts receive a report in the email inbox after every meeting, with detailed usage and participant information. It integrates with Slack, Evernote and Dropbox, with support for Microsoft and Google calendar plugins.
Weave
Weave is an all-in-one phone system that focuses on modernizing how businesses communicate with customers by managing customer outreach through phone calls, text messaging and email. It is best suited for small to medium sized businesses seeking to implement clientele contact, payment processing, scheduling and more. By catering to their customers’ everyday communication preferences, users can maintain attentive and personalized relationships with their customers, all from a single interface.
8x8
8x8 is a unified communications as a service (UCaaS) system that provides cloud PBX functions like unlimited calling, SMS, automated call-attendant, call distribution, recording, three-way calling, visual voicemail and fax. In addition to utilizing its pre-designed meeting rooms, businesses can embed meetings with its Meetings-as-a-Service offering, Jitsi. It integrates with Microsoft Teams, Salesforce and ServiceNow seamlessly.Its contact center enables omnichannel routing and effective customer engagement through speech and sentiment analysis and workforce management. Companies can establish a local presence through local phone porting with direct dialing across more than 120 countries. Teams can handle greater call volumes through even call distribution to employees for faster turnaround. It is HIPAA, FISMA SP 800-53 R4 and ISO 27001 certified for data governance compliance.
Bandwidth
Bandwidth is a cloud-based API provider that enables two-way calling, text messaging and video conferencing for leading unified communications platforms. Deployable in the cloud, on-premise or as a hybrid, it enables enterprise-level call tracking and analytics. Leveraging its robust architecture, developers can create video and video conferencing apps through WebRTC technology. Businesses can automate existing processes and call flows through its support for a wide range of codecs including VP9, VP8 and H.264. Integrating with major toll-free carriers, it ensures carrier redundancy for uninterrupted business workflows.It ensures call security through multi-factor authentication (MFA) and phone number verification. Besides enabling click-to-call for customers, it provides intelligent call routing through IVR and automated SMS surveys for sustained customer outreach. In addition to phone number management through a dashboard, it provides number porting of up to 20,000 numbers. Working in the background, it powers integrations with Zoom, LogMein, Google, RingCentral and Microsoft through its powerful APIs.
Nextiva
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
Brazen
Brazen is a self-serve, virtual career fair and hiring event platform that hosts networking events, webinars, interviews and more, especially geared towards colleges and universities. The third-generation interface delivers an easy-to-use, reliable space for users to administer fun and accessible events for potential employees.
BlueJeans
BlueJeans is a cloud-based video conferencing solution for enterprises and individuals. It facilitates secure business meetings and webinars with HD audio, chat, Q A, polling, meeting recording and highlights capture. It works seamlessly across all browsers and devices, including conference room technologies. The vendor supplies organizations with the latest conferencing equipment, like cameras, microphones and speakers. Its Command Center enables in-meeting analytics, real-time alerts and live meeting controls.It provides admin-level security through SAML single sign-on, 2FA and role-based permissions settings. It works seamlessly with Cisco, Microsoft Lync, Lifesize, Polycom and StarLeaf, and integrates with Google Calendar and Microsoft Outlook. The vendor offers a 14-day free trial.
Ooma Office
Ooma Office is a cloud-based phone system that provides VoIP and video conferencing to enterprises. For mobile, it includes an automated call attendant, call transfer, group messaging, conference bridges, call flip between desktop and mobile and much more. Its Office Pro version, launched in 2019, enables team members to create ad-hoc meetings or schedule them in advance. In addition, it offers call recording, a desktop app, robocall blocking, voicemail transcription and simultaneous screen sharing for effective discussion and collaboration.The Office Pro version also offers higher usage limits for extension monitoring, call parking and the number of participants in audio conference rooms. Subscribers can make unlimited calls to mobile phones and landlines in the U.S., Canada, Mexico and Puerto Rico. Business calls to other countries are available at a low rate.
CallRail
CallRail is an intuitive call tracking platform that monitors and manages leads. It offers call recording, call tracking, text messaging, form tracking and conversation intelligence. It allows users to identify which keywords, campaigns and advertisements get the most leads. It also helps improve customer service and employee training. It connects online and offline insights to reveal campaign trends.
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
Fuze
Fuze is a global cloud communications solution that allows users to access video conferencing, web conferencing, screen sharing and more on a plethora of devices. Additionally, it can make adjustments to the bandwidth of voice and video.It empowers the workforce to communicate anywhere, anytime. Designed to deliver data-driven intelligence, it combines calling, meeting and chatting on one platform while enhancing collaboration.
Cvent
Cvent is an all-in-one cloud-based solution for midsize companies. It offers venue sourcing, online event registration, budget management, email marketing, web surveys and more. It supports events of all sizes and types while simplifying the event lifecycle. Ultimately, it provides a robust and flexible platform to companies, meeting all event requirements.It lowers costs, decreases the need to perform repetitive tasks and allows event managers to focus on more important work. Event coordinators create calendars so attendees can view upcoming events and sync them with personal appointments.
Dialpad
Dialpad is a unified communications as a service (UCaaS) platform available on desktop, mobile and through web browsers. It comes with a web app, voicemail transcription, online meetings and integration with Office 365 and Google Apps for Work. Advanced plans offer custom analytics and reporting, unlimited ring groups and integrations with Zendesk, Slack, Hubspot and Azure.Its contact center provides interactive voice response (IVR), omnichannel routing and analytics dashboards for easy monitoring and coaching of call agents. AI-powered Voice Intelligence performs live sentiment analysis through automated note-taking so that supervisors can step in in time to help improve call outcomes. Through built-in machine learning, it highlights actionable call content and call summary for agent feedback. Subscribers can dial unlimited numbers across the U.S. and Canada. It is presently a preferred partner of Google, Microsoft and Sprint. The vendor offers a 14-day free trial.
join.me
Join.me is an online meeting solution that helps users from multiple locations connect. It offers webinar inclusions, audio recording, whiteboard, chat, screen sharing, dial-in phone numbers and mouse control sharing. Users can personalize meeting options, allow over 250 participants to join and add people using any device. It enables employees to schedule and manage meetings and send invitations easily.
OnBoard
OnBoard simplifies time-consuming and outdated board meeting processes, leading to informed decision-making. It offers e-signatures, personalized dashboards, a secure messenger and an agenda builder. The solution allows directors, administrators and executives to get intuitive insights, receive announcements and access reliable information before meetings. Ensures real-time accessibility from any device. It integrates with Microsoft Office 365, Zoom and Outlook.
3CX
A global leader in business communications, 3CX is a phone system based on the SIP (Session Initiation Protocol) standard. Suitable for any business size, this solution helps improve productivity, enhance customer experience and enable increased mobility. It’s simple, cost-effective, flexible and can be hosted on a remote server.The platform enables simultaneous calling, allowing customers to pay only for what they require. It offers extensive functionality, reliability and security. Integrating this software with other systems is easy and straightforward.
TalkDesk
Talkdesk is an AI and cloud-based call center software that helps businesses build stronger customer relationships. Empower agents with a 360-degree customer view, more personalized conversations and improved conversion and first-contact resolution rates. Its capabilities include integration with over 20 business tools such as Zendesk, Salseforce, Desk.com, Slack and more. Other capabilities include automated workflows, skill-based routing and live reporting.
CXone
CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
Aircall
Aircall is a cloud-based professional phone system that streamlines customer support and sales engagement. It integrates with CRM and helpdesks. It offers a power dialer, call routing, ring groups, call queuing and live feeds. The software is best suited for modern small and medium-sized businesses, especially those that have call centers.e dashboard to control team activity, coach agents and listen to live calls. Create inbound and outbound call centers. It can integrate with Zendesk, Salesforce and Hubspot.
MightyCall
MightyCall is a VoIP and PBX services provider for small businesses built from the ground up to integrate with CRM systems. Available on browser, desktop and mobile, it enables seamless call flows with custom greeting, auto-attendant, interactive voice response, call forwarding, call recording, unlimited text messaging and call back requests. With unlimited user extensions at no extra cost, businesses can ensure that customer calls are routed to the appropriate departments in no time. Team members can configure availability status to indicate time off and set up call routing to stay connected after business hours if necessary. Team managers can access performance reports on all calls, voicemails, average speed of response and more from the admin dashboard.It connects customers to the agent of their choice by offering name input and dialing through IVR. It transcribes voicemails to text and sends them to the agents’ emails, with links to the voicemail recordings. It screens calls through caller ID, with the option to add unwanted phone numbers to a blacklist. In addition to five toll-free numbers per account, local numbers and vanity numbers are also available. It integrates with Whatsapp Business, Facebook and Twitter. Through Zapier, it connects to CRM, Slack, Google Sheets and Gmail. The vendor offers a seven-day free trial.
8x8 Work
8x8 Work is an easy-to-manage business communication application that empowers working individuals to connect faster and better. It enables conversations to grow organically from text to voice to video and back and combines a robust business phone system with analytics, video conferencing and more.Team members can collaborate and share files in secure chat rooms. All employees can set business hours and redirect calls. Individuals can strengthen relationships, communicate effectively and have better experiences by attaining greater call management flexibility, conducting meetings seamlessly and not having to switch repeatedly between apps.
Broadvoice
Broadvoice is a cloud-based solution that simplifies communication for small and medium-sized organizations. It offers voice calling, messaging, an auto attendant, visual voicemail, SIP trunking, video conferencing and business texting. It’s reliable, scalable and provides clients 24/7 customer support at an affordable cost. Use the mobile app for calling, chatting and messaging from any personal device.
net2phone
Net2Phone is a business phone and PBX system that enables unified communications for enterprises. Based in the cloud, it provides unlimited calling, instant messaging, call parking, ring groups, advanced call routing and much more. Its offering for video conferencing, Huddle, empowers users to create fully secure, password-protected meetings with easy guest access. Integrating with Google Calendar and Microsoft Outlook, Huddle is available in more than 30 languages. Team members can share screens, dial in, have public and private chats, raise their hands and share Youtube videos in conferences.It integrates with Salesforce, Slack and Zoho CRM, enabling seamless click-to-call action and running call activity reports from within the application for greater insight. Connecting to Microsoft Teams, it provides direct routing, call recording, WebRTC calling and phone service backup. Five9 Cloud Contact Center improves customer support and outreach while maximizing efficiency through call trend analysis and performance management. It provides unlimited calling to more than 40 countries. U.S.-based support is available 24/7.
Highfive
Highfive is a cloud-based solution that simplifies business collaboration. It offers audio and video conferencing, screen sharing and web conferencing. It helps companies carry out meetings effectively and is accessible via laptops, tablets and other devices. Enables automatic updating, eliminating the need to worry about getting outdated. It’s easy to use, configure and affordable for any business size.
LoopUp
LoopUp is a cloud-based meeting solution that facilitates efficient internal and external business communication. It offers multi-device access, screen sharing and integration. Participants can access real-time notifications, join conferences without additional plugins and view essential meeting details. It has an intuitive and easy-to-use interface that users can learn with little or no training.
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