Best UCAAS Providers
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PRODUCTS
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BUYER'S GUIDE
Buyer's Guide
By Ashita Ahuja, Technical Writer at SelectHub
UCaaS, or Unified Communications as a Service, brings together different communication services into a single platform. It’s a crucial part of business phone systems that’s gradually becoming a coveted solution for organizations with complex requirements. It's no surprise, then, that according to a survey by Metrigy, 47.3% organizations are using UCaaS as of 2021.
This buyer’s guide gives a complete lowdown on scouting for the best UCaaS provider for your company. You’ll learn everything about UCaaS, its benefits, features and the questions you should ask UCaaS providers before zeroing in on one.
Executive Summary
- The primary benefits of UCaaS software include reduced costs, scalability and improved efficiency.
- Main features include auto attendant, call recording, video conferencing and messaging.
- It’s best to ask the vendor questions related to your unique business needs to select an appropriate solution.
What Is UCaaS Providers Software?
This software simplifies interactions. It’s also scalable and customizable. You can add features when your firm grows, and easily modify the stack according to company needs. The name UCaaS has two parts — “unified communication” and “as a service.” “Unified communication” refers to offering file sharing, screen sharing, email, voicemail and other modalities, while “as a service” means meeting technical needs via a software that is easily accessible through the cloud. The global unified communication as a service market was valued at $38.74 billion in 2020, according to a report by Grand View Research.
UCaaS is based on VoIP (Voice over Internet Protocol). It uses the internet to make and receive audio and video calls, facilitating communication from anywhere. The cloud is accessible globally using any device, making this platform fit for all business sizes. People often confuse UCaaS and VoIP, but they’re not the same. VoIP is predominantly used for telephone communication, whereas UCaaS includes email, chat messaging, internet voice calling and other options.
UCaaS solutions allow businesses to track interactions with all their potential and existing customers and partners. By combining multiple channels into a single interface, there’s less room for miscommunication, increasing productivity.
Primary Benefits
UCaaS provides advanced communication and integration. It’s highly useful for organizations of all sizes:
Reduced Costs
The UCaaS provider hosts the equipment and offers services through the cloud. You neither have to purchase expensive hardware, nor fret about administering the system, reducing the need for an IT team. With UCaaS, you only end up paying for the services you use.
- Auto Attendant Systems
- Automatic Call Distribution
- Business Phone Service Providers
- Business Phone
- Call Center Scripting
- Call Center
- Call Monitoring
- Call Tracking
- Cloud PBX
- Computer Telephony Integration
- Conference Call Services
- Conference Calling
- IVR Systems
- PBX Phone
- Predictive Dialer
- SIP Trunk Providers
- Small Business Phone
- Video Conferencing
- VoIP Phone Systems
- VoIP Softphones
Scalability
UCaaS is more scalable than on-site platforms because it’s cloud-based. Add or eliminate applications and features according to company needs. Rapidly growing businesses may find it challenging to keep up with onboarding for several new employees. With this solution, firms can modify users based on staffing changes.
Improved Efficiency
Eliminate the need to update tasks manually with automatic updates through the cloud. Streamline workflows and reduce overall IT workload. Free up your IT team’s time, allowing them to focus on other important tasks instead of communication-related concerns. Manage communications off-site, enabling staff to shift their focus to other areas.
Easy Remote Work
With most small and large enterprises going fully or partially remote, on-site communication systems are decreasing in usefulness. Teammates collaborate and communicate virtually from any location. The software facilitates voice calling, virtual meetings, document-sharing and video conferences, all in one platform.
Offering this option for employees may also boost morale. According to a 2022 survey by McKinsey & Company, 92 million people in the United States say that they can work remotely at least for some part of the time.
Key Features & Functionality
Auto Attendant | There’s nothing more annoying for a potential customer than being transferred to the wrong department or staying on hold for a long time. An auto attendant eliminates these issues, improving customer satisfaction and saving staff member time. Moreover, an auto attendant can provide a more professional image. |
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Call Recording | Most companies want to record and store calls in the cloud, accessing them at will. Employees use recordings to get a detailed understanding of what customers want. It also assists in the training process for new team members. |
Unified Voicemail | Voicemail to email remains a coveted option for most businesses, as employees access messages on their phones. You can receive both text and audio files of the messages. The feature lets you reach out to customers promptly and through a variety of channels, so clients don’t have to wait long to be in touch. |
Video Conferencing | These days, video conferencing is a crucial part of company life. With UCaaS, you can improve video quality and enable attendees to join from anywhere with any device. This is superior to voice calls, where you can't share your screen or supplement the conference with presentations. The feature makes interviews and meetings more engaging since it's easier to gauge body language. |
Messaging | Messaging provides an immediate way to keep in touch with your team, and for team members to communicate. A unified, easily accessible communication channel improves organization, collaboration and efficiency, saving time spent switching between platforms. |
Toll-Free Numbers | Respondents can call you for free from their landlines if you have a toll-free number (one that usually begins with 800, 888, 877 and so on). The feature gives your company national recognition and successfully routes calls to appropriate departments. |
Software Comparison Strategy
Features
While selecting a UCaaS solution for your organization, don’t forget to evaluate why you need it in the first place. Understand the function of the software in your company and gauge which capabilities are essential. You don’t want to end up paying for features you don’t need.
Support and Training
Make sure your provider offers 24/7 technical assistance and phone support so your employees don’t get stuck if they can’t figure out something. Also, it’s best to ask providers to train employees with the basic knowledge of the program, making them less dependent on IT professionals.
Easy Integration
Ensure your UCaaS system integrates with any existing services and other business tools. The platform should be compatible with common software like Salesforce, Slack and Zendesk.
Manageable
The vendor can help you implement the software, but, at the end of the day, you need to decide if your employees can manage the platform or not. Ask how much technical knowledge or expertise the program requires to operate before you commit to it.
Cost and Pricing Considerations
Every organization should budget a fixed amount towards purchasing a solution. UCaaS has the potential to save your business a lot of money, reducing the costs associated with communications equipment and installations.
One of the most prominent factors affecting the UCaaS software's cost is licenses. You have to purchase permits for staff members to use the software. Get clarity from vendors regarding what these entail and their duration.
Another point of pricing to watch out for is internet costs. You’ll need a strong internet connection for the platform to function smoothly.
Apart from this, you may require desk phones, microphones and webcams, so budget for these too. If you plan to store large amounts of recordings and data, consider the cost of additional cloud storage.
Most Popular UCaaS Providers Software
Here is an overview of some of the best UCaaS providers solutions:
8x8
8x8 is a UCaaS system that offers capabilities like auto attendant, call distribution, call recording, fax and visual voicemail. It’s a cost-effective solution, fit for all business sizes. The software is reliable and enables teams to engage using inbound and outbound calling features. It integrates with platforms such as NetSuite, Salesforce and Zendesk.
Customer Experience Analytics to Figure Out Patterns and Trends.
RingCentral
RingCentral is a unified communications solution offering call forwarding, automatic call recording and multiple extensions. Its mobile app is integrated with the system and allows colleagues to stay connected using any device. The software is suitable for any organization size. Employees can FaceTime each other with a single click and enjoy HD-quality audio and video.
External guest settings for team meetings.
MiCloud Connect
MiCloud Connect is an all-in-one communications solution that manages conferencing, business calls and chats. You can switch to the cloud for communication and collaboration purposes without any hassles. With this solution, callers can invite participants to conversations, record calls and store call history.
Creating multiple events in a single calendar.
Questions To Ask
Choosing software is an overwhelming task. Before you pick a solution, there are some business-specific questions you should answer to gauge whether it’s best suited for your company:
- How will the UCaaS software increase the productivity of my organization?
- Will this solution fit my budget?
- Does this platform address user needs?
- Is it manageable for my employees? Do they need further training to get accustomed?
- Is this system customizable to meet my firm’s unique needs?
It’s crucial to ask questions related to cost, implementation, features, flexibility and other aspects of software before you zero in on one. Discuss all your concerns regarding demos, trials and support with the potential vendor. Here are some questions to ask:
- Does the software support third-party integration?
- Do you offer data security services?
- Is the platform scalable?
- Will you offer free trials, demos and 24/7 technical support?
- What is the process of implementing the software?
- Could you move the solution to a different location in case the firm address changes?
- How many years of expertise do you have in this industry?
In Conclusion
Choosing a UCaaS solution isn’t something that happens overnight. It’s crucial to consider your budget, what features your business needs and what support services are offered, in order to gauge to what extent the platform benefits your firm overall. Always ask for free trials and demos — they’re an excellent way to get a feel for the software before you commit.
Carry out a detailed analysis by going through reviews and talking with current users of a UCaaS system. Clear up all your concerns and doubts with the vendor well in advance, leaving no potential for miscommunications or misunderstandings. We hope our buyer’s guide has given you a good start on your software selection journey. Good luck!
Products found for UCAAS Providers
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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