Top 10 Cloud Contact Center Solutions

Posted by Janvi Anand

Do you have difficulty determining the suitable cloud contact center solutions to be used? Doubtful of the one which is appropriate for your business? Do not worry! As a student or a learner, this article is intended to help you on this.

It has therefore become our task to present to you the top 10 cloud contact center service providers.

Of course, with this blog post, you receive information regarding cloud solutions that may be relevant and suitable for your business. We will also explain the services we offer and also particularities of the call features that can help you in smart call handling.

Introduction

Cloud contact center solutions have brought about a dramatic change in the type of client engagement. With over 74% of customers employing their phones as the most desirable method of communication, selecting the right cloud contact center service provider becomes imperative to delivering only the best to the customer and, in the process, boosting business outcomes. In this article, the focus will be on the 10 most innovative cloud contact center solutions now available.

Criteria for Evaluating Cloud Contact Center Providers

The evaluation of different cloud contact center vendors involves the proper assessment of several key success factors about a business’s needs to arrive at an informed and effective choice. Firstly, there is a need to set up the business requirements analysis for the most crucial communication channels and features such as call recording and connectivity with CRM. Second, review the options available and their characteristics based on their features and functionalities like skill-based routing and omnichannel support. Pricing and scalability are important factors that must be taken into consideration to ensure that the solution fits your growing business without having to overhaul it.

Also, ensure security and compliance to secure customer information and ensure that the provider complies with the stipulated laws. Last but not least, customer support should be given a quality test to ensure that one can get help when requiring it. By doing so, businesses are in a position to choose a cloud contact center that will improve the efficiency of their operations as well as the satisfaction of the customers.

Top 10 Cloud Contact Center Service Providers

1. Go4customer

Go4customer is a well-known cloud-based contact center service provider, helping in improving customer experiences through one-stop multi-channel support such as voice, email, and chat. They include call recording, real-time analysis, and IVR help to enhance the organization’s productivity and the standard of service delivery. Go4customer is very flexible so changing resources as more clients come in is not a problem and is compatible with many CRM systems for viewing customer files holistically. Some of the important aspects that qualify it for recommendation include an easy-to-use interface, and adequate functionalities that make it perfect for small to medium-sized businesses in need of an affordable yet powerful tool to enhance customer relations/interactions and facilitate business processes.

Pros

Omnichannel Support: Go4customer enables businesses to stay connected with customers through voice, email and chat to ensure they get a channel that they prefer.
Advanced Features: Some of the features that are available through the platform comprise call recording, analytics while in progress and IVR to work as a catalyst for increasing the efficiency of operations and customer service.
Scalability: Because of its flexibility, it is possible to expand Go4customer’s services and range of offers without deep transformations in its infrastructure.
Integration Capabilities: It is relatively easy to integrate with most of the CRM systems in the market, thus allowing for a consolidated view of the customer interaction and thereby enabling a way to improve on service delivery.

Best For

Go4customer is more suitable for organizations that fall under the small and medium category who are in search of efficient and cost-effective contact center services. It should be very useful for organizations that seek to extend customer interactions, integrate multiple applications, and generally improve operating efficiency without the added layers and often onerous features of many bigger, more complex enterprise-level applications.

2. Knowlarity

Knowlarity is a cloud telephony company that has built solutions for telephone-based communications of enterprises of various sizes. Knowlarity provides major call management features such as IVR, call recording, and high-level analytics through which many companies can improve customer interaction while minimizing complexities.

Pros

Easy Deployment: Knowlarity also provides an out-of-the-box ‘telephony solution’ that can be easily integrated and implemented within current business processes, sometimes with a very short implementation time.
Comprehensive Features: Some of the functionalities of the platform are IVR, call recording, call routing, integration of CRM that keeps the customers hooked and makes the business run smoothly.
Scalability: It works well for companies of different sizes, and adjusting depending on the size can be easily managed, so it will work with small and giant businesses.
Cost-Effective for Larger Teams: Knowlarity is known to be cost-effective especially for teams with five or more callers since the service will be the most affordable compared to its counterparts.

Best For

Knowlarity is primarily designed for small to medium size business and for large businesses requiring a highly reliable cloud telephony solution. Its simplicity and rich functionalities make it suitable for organizations that need great means of interacting with customers and engaging them without much hassles of configuring the platform and its tools.

3. Exotel

Exotel is a flexible cloud telephony solution that offers omni-channel communication aids, through which a business can communicate with customers through voice, sms, and chat. It has feature flexibility and efficient analysis tool that makes them perfect for startups and Small and Medium-sized Enterprises aiming at effective customer experiences.

Pros

Omnichannel Communication: The use of Exotel gives the ability to interact with the customers through interactive voice, SMS and chat hence increasing the level of customer relationship.
Customizable Solutions: It has numerous customizable features that make the program suitable for quite many organizations across the many business sectors.
Strong Analytics: Solutions to be offered by Exotel include good and detailed reporting and analytics to evaluate the performance of the business and the effectiveness of its engagement with its clients.
Integration Capabilities: Organizations can easily synchronize with various popular customer relationship systems and other business tools to make work more efficient.

Best For

Exotel will be especially useful to ecommerce ventures or any kind of business at the initial stage of their growth, including imaginative small to medium-sized enterprises that need adaptability in their communication system. It is particularly useful for firms that are interested in improving the analytical capabilities of their marketing efforts, while having a lot of flexibility in fine-tuning their customer interactions.

4. CallHippo

CallHippo is quite an easy-to-use telephony solution that can be ideally deployed in small businesses or start-up organizations. CallHippo – it’s an affordable program which provides virtual phone numbers in many countries, low prices, and integration with CRMs.

Pros

User-Friendly Interface: CallHippo has a simple user-interface that can be understood by anyone thus, can easily be controlled to manage calls efficiently.
Global Reach: It also provides a variety of virtual phone numbers for selected countries so that your business can have an actual representation overseas.
Affordable Pricing: The company has well-introduced affordable pricing plans which make it suitable to be used by any organization.
Integration Features: It is fully compatible with different types of CRM, which improves the work with customers and business processes.

Best For

It is most beneficial for small businesses and start-ups that are on the lookout for cloud telephony applications that are quite easy to use and are not very costly at all. The programme is also international and easy to navigate, making it suitable for firms with multi-location business operations.

5. Dialpad

Dialpad is a Smart, Connected Communications Platform phone that integrates voice, video, and messaging. Autonomous attributes like real-time transcription, and analysis, make Dialpad a productivity booster in the present-day technologically driven organizations and remote workers for customer interactions.

Pros

AI-Powered Features: Dialpad uses AI for real-time transcription services, call analytics, and insights and increases team’s productivity.
Unified Communication: Organizing voice, video, and messaging in a single platform means that the platform helps in creating convenience in most cases.
Mobile Accessibility: For the business’s convenience, Dialpad has an impressive mobile application, which enables users to attend calls and messages.
CRM Integration: It has incorporation of almost all the major CRM solutions, giving a detailed look at the customers.

Best For

Dialpad is the most appropriate for businesses with strong technical expertise and remote units with the need for unified communication that supports a sophisticated AI system. Especially for companies that seek for optimal performance and integration of different units, it can be a great help.

6. Vonage

Vonage is an all-in-one cloud communications platform suitable for mid and large businesses. The features that Vonage offers include, but are not limited to call management, videoconferencing and global accessibility, organizations can improve their interaction with the customer while having secure communication.

Pros

Comprehensive Features: The outstanding features that Vonage provides include call routing, IVR and video conferencing services that meet various clients needs.
Scalability: The platform is scalable and this makes it appropriate to be used by any type of business including small and big businesses.
Global Reach: Extraordinary calling choices and local number presence in many countries are offered by Vonage thus improving communication internationally.
Strong Security: The platform also contains secure features in order to protect customers’ information that are to be inputted.

Best For

Vonage is suitable for medium to large businesses that need a solution that meets all their needs effectively. Due to its global coverage and a number of features it is suitable for organizations with operations in different countries.

7. Cloud Talk

Cloud Talk is a cloud-based contact center that has a reputation for having an easy-to-use interface and reasonable tariffs. Cloud Talk is a genuinely real-time analytics and integration solution for small to medium-sized businesses who want to enhance their customer experience significantly.

Pros

User-Friendly Interface: Cloud Talk has an interface that enables easy operation and management of calls.
Flexible Pricing Plans: It provides customers with different types of pricing strategies based on size and requirement of the business.
Integration Options: Cloud Talk offers possibilities to connect with many used CRM systems, which increases efficiency and the management of customers.
Real-Time Analytics: The platform is timely and assists in acquisition and analysis of business data to aid organizations’ management.

Best For

Cloud Talk is perfect for small to medium-sized companies who need a relatively simple and cost-effective contact center in the cloud. Due to its versatile pricing structure and compatibility with other software, the software is suitable for enterprises wanting to improve their interaction with consumers.

8. Genesys Cloud CX

Genesys Cloud CX is an enriched omnichannel contact center software configured for large businesses. Featuring real-time customer analytics, highly configurable case handling, and omnichannel support, Genesys Cloud CX provides organizations with an on-demand solution to delivering excellent customer experiences.

Pros

Comprehensive Omnichannel Support: GenesysCloud CX has the solution for managing all the stream of incoming customer interactions which can be through voice, email chat, and social media.
Advanced Analytics: The tools include superior business intelligence and informative reporting that can work to help businesses establish insights about customers and agents.
Scalability: Therefore, Genesys Cloud CX is created for enterprises and it can handle numerous customers’ interactions.
Customizable Workflows: It is flexible and expansive in adapting to exceptional business requirements of a company.

Best For

Genesys Cloud CX is not ideal for small and mid-sized companies because of the extremely high price tag that accompanies it. Due to the extensive range of features, enhanced by deeper analytics, it will be suitable for organizations with an emphasis on superior customer satisfaction.

Interesting Blog: Is Cloud Communication Different from Cloud Contact Center?

9. Bitrix24

Bitrix24 is a business management solution, which operates as a CRM, project management, and communication tool. You can also benefit from free access to the service and a huge list of collaboration tools to boost your business performance if you are an SMB.

Pros

All-in-One Solution: Bitrix24 is a CRM, project management, and communication all in one application making it a business management software.
Free Tier Available: It has possible issues with scalability because it is entirely free and has a limited set of basic tools for startups and SMEs.
Collaboration Tools: It also has features for collaboration such as workflow and task management, document sharing to improve organizational performance.
Customization Options: Users can personalize the platform according to their specific business needs.
It is crucial for small and medium enterprises for it provides the functions of a CRM and communication system. Their free plan and ability to integrate with third-products makes it even ideal for startup organizations.

Best For

Bitrix24 is ideal for small to medium-sized businesses looking for an all-in-one solution that combines CRM and communication tools. Its free tier and collaboration features make it particularly appealing for startups.

10. 3CX

3CX is an open-source cloud communications solution with cheaper and scalable deployment models as well as call management options and video conferencing. As a PBX software solution, 3CX is suitable for small and medium-sized businesses allowing organizations to improve customer while maintaining budget-friendly operations.

Pros

Cost-Effective: Compared with other PBX systems 3CX comes with a competitive price and a range of features starting from $70.
Flexible Deployment: The platform can run either on premises, or from a cloud environment in line with the requirements of a given business.
Rich Feature Set: Some of the solutions that 3CX contains are call routing, video conferencing and live chat adapted for different purposes.
User-Friendly Interface: It is characterized by a user-friendly interface where people are able to control the call and the communications.

Best For

3CX is best suited for small to medium-sized businesses looking for a cost-effective and flexible communication solution. Its rich feature set and user-friendly interface make it ideal for companies seeking to enhance their customer engagement strategies.

Conclusion

Choosing the right cloud contact center is therefore a critical factor that any business should not overlook to improve its customer service and operation. This blog has explained most of the solutions in detail and has mentioned the 10 best or the most popular solutions out of them. No matter if you require more cost-effective or easily scalable storage or something with optimization capabilities, that’s here, for you.

All these platforms are integrated from Go4customer to Dialpad, and they provide tools that suit different business needs and scales. In this way, the decision will be made of the choice that enables you to focus on the particular needs to boost customer satisfaction and success.

Tags: Cloud Contact Center Cloud Contact Center Services