Managing a call center can feel like navigating a maze of wires😵. You’re constantly dealing with unreliable connections, outdated systems⏳, and lack the necessary features to engage your customers truly. And let’s not forget the rising costs💰of traditional phone lines—they’re no longer affordable.
Enter VoIP, the revolutionary technology changing how we interact 🗣️. VoIP (Voice over Internet Protocol) utilizes the power of the Internet 🌐 to deliver high-quality calls, advanced features, and significant cost savings. It’s the modern, flexible solution your call center needs to succeed 🚀in 2024.
👉In this blog, you will learn what VoIP call center is, how it helps businesses, some of its key benefits and features, and some of the best VoIP call center solutions on the market.
So, Without further delay, Let’s dive in!
🔑KEY HIGHLIGHTS
- Voice over Internet Protocol (VoIP) is a technology that allows you to make and receive calls using an internet connection instead of a traditional phone line.
- A VoIP (Voice over Internet Protocol) call center is a technology that utilizes the Internet to deliver phone service, offering a more affordable, feature-rich, and scalable alternative to traditional phone systems.
- VoIP call centers offer enhanced customer satisfaction, reliability, scalability, cost-effectiveness, and advanced communication features.
- The best VoIP call center providers are KrispCall, RingCentral, Nextiva, Dialpad, Ooma, Goto Connect, Mitel, 8×8, Grasshopper, and Vonage.
- KrispCall is a leading VoIP call center provider with advanced telephony features and cost-effective solutions to enhance business telephony conversations.
What is a VoIP Call Center?
A VoIP call center is a contact center that utilizes Voice over Internet Protocol (VoIP) for call routing. It utilizes the Internet to deliver phone service, offering a more affordable, feature-rich, and scalable alternative to traditional phone systems.
Instead of relying on physical lines, VoIP routes calls using internet connections, enabling seamless communication within and outside your organization. VoIP call center solutions are designed for operations, providing advanced features that enhance customer experience and agent efficiency.
In addition, VoIP calls are converted into digital data packets and transmitted over the Internet. These packets are assembled at the recipient’s end, allowing for clear and reliable communication.
For instance, an agent receives a customer call on their computer or VoIP phone. The call is routed through the VoIP system, processed digitally, and sent to the customer’s phone. This entire process happens virtually, eliminating the need for physical lines and complex hardware.
What are the Benefits of VoIP Call Center?
VoIP call center solutions bring numerous advantages that can significantly improve the efficiency and effectiveness of customer service operations. Here are some of the key benefits:
- Cost Savings: VoIP call center solutions can significantly reduce phone bills using internet connections instead of traditional phone lines. This leads to lower operational costs and allows businesses to allocate resources more efficiently.
- Scalability: As your business grows, VoIP allows for easy addition or removal of lines without additional expensive hardware upgrades. This flexibility ensures your communication system can seamlessly expand or reduce according to your business needs.
- Flexibility: VoIP enables agents to work from anywhere with an internet connection, providing greater flexibility and supporting remote work. This capability enhances work-life balance for employees and ensures continuous operation despite physical location.
- Advanced Features: VoIP systems have various advanced features, such as call routing, call queuing, IVR (Interactive Voice Response), call recording, and detailed analytics. These features streamline operations, improve call management, and provide valuable insights into performance.
- Enhanced Customer Service: With advanced features and improved call handling, VoIP call center solutions facilitate a more personalized and efficient customer experience. This leads to higher customer satisfaction and loyalty, as agents can address issues more effectively and promptly.
10 Best VoIP Call Center Solutions in 2024
We have picked the best VoIP call center software providers based on features, ease of use, scalability, customer support, pricing, reputation, and security for businesses:
| Provider | Features | Pricing | Best For |
| KrispCall | Virtual Phone Numbers, Call Recording, IVR, CRM Integration | Starting at $15/user/month | Freelancers and Small to medium-sized businesses |
| RingCentral | Call Routing, Video Conferencing, Team Messaging, CRM Integration | Starting at $20/user/month | Medium-large enterprises |
| 8×8 | Omni-Channel Analytics, Multi-level IVR, Workforce Optimization | Starting at $24 /user/month | Small-mid sized businesses |
| Ooma | Virtual receptionist, Voicemail-to-Email, Call Flip | Starting at $19.95/user/month | Small to medium-sized enterprises |
| Vonage | AI virtual assistant, Caller ID, Business phone app | Starting at $13.99/user/month | Businesses of all sizes |
| Grasshopper | Voicemail transcription, Call transfer, Call analytics | Starting at $18/user/month | Small businesses and entrepreneurs |
| Goto Connect | One-click video conferencing, Virtual voicemail, Auto attendants | Starting at $27/user/month | Businesses of all sizes |
| Mitel | Active call distribution, Mobile integration, Call recording | Starting at $20.99/user/month | Businesses of all sizes |
| Dialpad | AI-powered analytics, Business SMS and MMS, Sentiment analysis | Starting at $15/user/month | Medium-large enterprises |
| Nextiva | Intelligent virtual agents, Advanced IVR, Sentiment analysis | Starting at $18.95/user/month | For large enterprises seeking advanced features |
1. KrispCall
KrispCall is a full-featured VoIP call center solution designed to streamline telephony conversations for businesses of all sizes. The platform operates in the cloud, providing access from smartphones, laptops, and computers, facilitating efficient call handling by teams regardless of location.
In addition, its intuitive interface and easy-to-use features make it a great choice for businesses and call centers of all sizes. Moreover, KrispCall’s suite of telephony features is designed to streamline operations, boost agent productivity, and deliver exceptional customer experiences.
KrispCall also offers effortless VoIP CRM integration with various popular business tools and CRMs, including those of industry leaders like HubSpot, Salesforce, and Pipedrive. This smooth connectivity simplifies your workflow by allowing you to manage calls, access customer data, and log interactions directly within your preferred CRM platform.
🌟Key Features
- Virtual Phone Numbers: Obtain local, toll-free, and international numbers to enhance your global reach.
- Call Recording: Automatically record calls for quality assurance and training purposes.
- Call Routing: Intelligent call routing ensures calls are directed to the right agents based on predefined criteria.
- Interactive Voice Response (IVR): Set up automated menus to guide callers to the appropriate departments or information.
- Call Analytics: Detailed insights and analytics to monitor call performance and agent productivity.
- CRM Integration: Seamless integration with popular CRM systems to streamline workflow and data management.
- Team Collaboration Tools: Features like shared inboxes and call transfers to facilitate internal communication and collaboration.
👍Pros
- Allows managing personal, business, and corporate telephony requirements from a single app (web, Android, iOS).
- Offers global numbers from over 100 countries to enable international business expansion.
- Has an easy-to-use dashboard and helpful, responsive customer support.
- Affordable compared to other providers.
👎Cons
- Lacks AI features compared to its competitors.
- Occasional call glitches, though quickly resolved by support.
💰Pricing
| Plans | Pricing |
| Standard | $15/user/month |
| Essential | $40/user/month |
| Enterprise | Contact Sales |
2. RingCentral
RingCentral is a leading provider of cloud-based communications and collaboration solutions tailored for businesses of all sizes. The company’s core offerings include a comprehensive VoIP call center phone system that facilitates internet-based calls with features like call forwarding, call recording, call routing, and auto-attendants.
Additionally, RingCentral’s Unified Communications as a Service (UCaaS) integrates voice, video conferencing, team messaging, and collaboration tools into a single platform, enabling seamless communication across various devices and locations.
🌟 Key Features
- Call Routing
- Call Monitoring
- Call Recording
- Video Conferencing
- Team Messaging
- CRM integrations
👍Pros
- Quick and easy setup, with comprehensive communication features.
- Provides reliable connectivity, high-quality audio, and robust security measures.
- Scalable and supports remote employees effectively.
👎Cons
- Lack of direct Linux support, though the web dashboard can be used
- Slightly higher pricing compared to some other VoIP options
- Inability to customize the conference call greeting message
💰Pricing
| Plans | Pricing |
| Core | $20/user/month |
| Advanced | $25/user/month |
| Ultra | $34/user/month |
3. 8×8
Another provider on our list is 8×8, a major cloud-based communication and contact center solutions provider. It is a top choice for businesses seeking reliable VoIP call center solutions. Their offerings encompass Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), ensuring seamless voice, video, chat, and collaboration tools integration.
In addition, businesses benefit from 8×8’s global reach, high-security standards, and compliance with GDPR, HIPAA, and PCI regulations. The platform’s scalability caters to small and large businesses, while its integration capabilities with CRM and business applications like Salesforce and Microsoft Teams streamline operations.
🌟 Key Features
- Omni-Channel Analytics
- Workforce Optimization
- Multi-level IVR
- Integration with popular business tools
- Ring groups
👍Pros
- Easy to set up and deploy for administrators.
- Provides detailed analytics and reporting capabilities.
👎Cons
- Can sometimes have slight audio delays or call quality issues, especially on mobile.
- The call transfer feature can be glitchy at times.
- Limited ability to customize voicemail messages and greetings.
💰Pricing
| Plans | Pricing |
| X2 | $24/user/month |
| X4 | $44/user/month |
Note: 8×8’s official pricing is not listed on its website. The prices mentioned above are derived after comparing different sources. For exact pricing, please get in touch with the sales team.
4. Ooma
Ooma is a leading player in the VoIP industry, renowned for its high-quality VoIP solutions tailored for residential and business needs. With a strong focus on cost efficiency and reliability, Ooma offers businesses the best comprehensive VoIP phone service that integrates seamlessly with existing systems.
Their solutions are designed for small to medium-sized enterprises seeking to enhance communication efficiency without the heavy price tag of traditional phone systems. Moreover, for businesses looking to streamline operations and improve customer service, Ooma’s VoIP solutions provide a user-friendly interface and scalable features that grow with your business needs.
🌟Key Features
- Virtual receptionist
- Mobile App
- Simultaneous Ring
- Voicemail-to-Email
- Call Flip
- Virtual Fax
👍Pros
- HD voice quality and seamless integration with various business tools.
- Customizable caller ID, call logs, and do-not-disturb mode for enhanced professionalism.
- User-friendly mobile app and robust customer support.
👎Cons
- Limited SMS features compared to other VoIP providers.
- The desktop app is only available for the more expensive Office Pro Plus plan.
- Fewer integrations compared to some competitors.
💰Pricing
| Plans | Pricing |
| Essentials | $19.95/user/month |
| Pro | $24.95/user/month |
| Pro Plus | $29.95/user/month |
5. Vonage
Vonage has established itself as a trusted name in the telecommunications industry, offering scalable and reliable services that empower organizations to connect seamlessly with their customers worldwide. Their innovative VoIP call center solutions integrate advanced features like virtual receptionists, call routing, and analytics, optimizing customer interactions and enhancing operational efficiency.
Whether you’re a small startup or a multinational corporation, Vonage provides flexible, cost-effective communication tools designed to adapt and grow with your business needs. With a commitment to quality and customer satisfaction, Vonage continues to innovate, ensuring businesses have the tools they need to thrive in today’s digital landscape.
🌟Key Features
- AI virtual assistant
- Call conference
- Click-to-call
- Caller ID
- Business phone app
👍Pros
- User-friendly interface for both end users and administrators
- Convenient for remote/mobile work with seamless desktop-mobile transitions
- Integrates with various apps and CRMs
- Affordable pricing compared to other competitors
👎Cons
- Frequent software updates and occasional desktop app issues
- Limited ability for users to manage certain settings and features without contacting Vonage support
- Lack of video conferencing features
💰Pricing
| Plans | Pricing |
| Mobile | $13.99/user/month |
| Premium | $20.99/user/month |
| Advanced | $13.99/user/month |
6. Grasshopper
Grasshopper is a virtual phone system that offers various solutions tailored for small businesses and entrepreneurs seeking reliable communication tools without the need for traditional hardware. It seamlessly integrates voice-over IP (VoIP) technology, allowing users to manage calls from anywhere using their existing devices.
Ideal for enhancing customer interactions, Grasshopper provides features like virtual extensions, call forwarding, and voicemail transcription, ensuring businesses never miss important interactions. With its intuitive mobile app, entrepreneurs can maintain professionalism by using business numbers on personal phones, fostering seamless communication whether in the office or on the go.
🌟Key Features
- Voicemail transcription
- VoIP/Wi-fi calling
- Virtual fax
- Call transfer
- Call analytics and reporting
👍Pros
- It’s easy to use, with an intuitive dashboard and mobile app for making/receiving calls and texts on the go.
- Cross-platform compatibility with Windows, Mac, iOS and Android.
- Customer service is available 24/7 via phone, email, chat, etc.
👎Cons
- There is no built-in video conferencing, and it requires using separate apps.
- Lacks advanced features like a power dialer.
- Limited to US and Canada only, not available in other countries.
💰Pricing
| Plans | Pricing |
| True solo | $18/user/month |
| Solo plus | $32/user/month |
| Small business | $70/user/month |
7. GoTo Connect
GoTo Connect is a VoIP phone system designed to streamline communications for businesses of all sizes. It integrates essential features like voice calling, video conferencing, and instant messaging into a unified platform, enhancing team collaboration and customer interactions.
Whether you’re managing a busy call center or coordinating across multiple teams, GoTo Connect provides the tools needed to optimize efficiency and maintain clear lines of communication. With scalable options suitable for small businesses to enterprise-level needs, GoTo Connect emphasizes ease of use and reliability, making it a favored choice for organizations looking to efficiently improve their call center operations.
🌟Key Features
- One-click video conferencing
- Virtual voicemail
- Call filtering
- Auto attendants
- Business call management
👍Pros
- Streamlined admin panel for configuring accounts and managing help tickets.
- Offers over 100 phone, video, and messaging features for on-site and remote teams.
- Provides a central dashboard for managing user licenses and devices across multiple sites.
👎Cons
- Lacks AI and automation features compared to its competitors.
- The reporting system is basic, and exporting data is challenging.
- Pricing is on the higher side compared to other options.
💰Pricing
| Plans | Pricing |
| Basic | $27/user/month |
| Standard | $32/user/month |
8. Mitel
Mitel is a leading communication and collaboration solutions provider, known for its innovative approach to business communications. Specializing in VoIP technologies, Mitel offers a wide range of products for businesses of all sizes, including cloud-based platforms and on-premises systems.
With a strong focus on enhancing productivity and customer engagement, Mitel integrates advanced features like unified communications, contact center solutions, and collaboration tools into its offerings.
Whether deploying a VoIP system for a small startup or implementing a comprehensive, unified communications strategy for a large corporation, Mitel’s solutions are designed to streamline operations and enhance overall efficiency.
🌟Key Features
- Active call distribution
- Mobile integration
- Call recording
- VoIP telephone system
- Visual voicemail
👍Pros
- Easy to deploy and set up, minimizing implementation time.
- Integrates well with popular systems like Salesforce, Microsoft 365, and Google Workspace.
- Offers a fully configurable, GDPR-compliant call recording solution.
👎Cons
- Limited customization and intuitiveness, with a steep learning curve for some users.
- Customer service lacks professionalism and communication, which can be challenging.
- Fax transmission capabilities have issues with unreliable delivery.
💰Pricing
| Plans | Pricing |
| Essentials | $20.99/user/month |
| Premier | $26.59/user/month |
| Elite | $38.49/user/month |
9. Dialpad
Dialpad is an AI-powered unified communications platform that provides voice calling, video conferencing, messaging, and contact center capabilities in a single integrated app. With its user-friendly interface and robust features, Dialpad is a versatile choice for small to medium-sized businesses looking to optimize their customer service operations.
The key features include voice calling, video conferencing, messaging, and analytics, all accessible through a user-friendly dashboard. Similarly, by integrating voice, messaging, video, and AI-powered analytics into a single platform, Dialpad empowers teams to collaborate effectively and deliver exceptional customer support.
🌟Key Features
- Integrated caller ID
- AI-powered analytics
- Sentiment analysis and coaching
- Business SMS and MMS
- AI-enabled sales guidance
👍Pros
- Offers unlimited calling and texting to the U.S. and Canada with any plan.
- Provides AI solutions that can benefit contact centers.
- Transcribes calls well
👎Cons
- Confusing and clunky user interface.
- Desk phone functionality is limited, with some features becoming unavailable.
- Easy to accidentally call someone with no confirmation prompt.
💰Pricing
| Plans | Pricing |
| Standard | $15/user/month |
| Pro | $25/user/month |
| Enterprise | Contact sales |
10. Nextiva
Nextiva is a leading VoIP call center solution renowned for its comprehensive communication services tailored for businesses of all sizes. Offering a robust platform that integrates voice, video, and messaging, Nextiva enhances customer interactions and operational efficiency. Its advanced features include intelligent call routing, real-time analytics, and seamless CRM integrations, making it a versatile choice for managing customer service operations.
With a user-friendly interface and reliable performance, Nextiva ensures high-quality calls and streamlined workflows. Its scalability and flexible pricing plans suit growing businesses aiming to improve their customer support and communication infrastructure.
🌟Key Features
- Intelligent virtual agents and chatbots
- Advanced interactive voice response
- Sentiment analysis
- Do not disturb modes
- Voicemail
👍 Pros
- Lots of collaboration features like team messenger and task tracker.
- Responsive account managers and customer support that resolve issues quickly.
- Excellent customer support with 24/7 live support and additional support options.
👎Cons
- Difficult to find niche features due to the unintuitive admin interface.
- Few integrations on the first paid plan that can’t sync with CRM.
- Technical issues with auto attendant, CRM, and SMS not working.
💰Pricing
| Plans | Pricing |
| Essential | $18.95/user/month |
| Professional | $22.95/user/month |
| Enterprise | $32.95/user/month |
Why KrispCall is the Best VoIP Call Center Solution?
KrispCall is a top choice for businesses seeking a reliable and feature-rich VoIP call center solution. Its user-friendly interface, advanced features, and cost-effectiveness make it an ideal platform for businesses of all sizes.
KrispCall equips your team with essential call center functionalities, including Automatic Call Distribution (ACD) for efficient call routing, customizable Call Routing for seamless customer experiences, and Call Monitoring for quality assurance and real-time agent guidance. KrispCall also provides a VoIP business phone number that ensures customers can easily reach your call center, enhancing accessibility and interactions.
Beyond these core features, KrispCall offers comprehensive Call Analytics, providing detailed reports and dashboards to understand call volume, agent performance, and customer behavior. This data empowers you to optimize call center operations, improve agent training, and ultimately enhance customer satisfaction.
Furthermore, KrispCall integrates seamlessly with popular business applications like Salesforce, HubSpot, Zoho, Pipedrive, FrontCRM, and others, ensuring efficient workflows and data synchronization. From advanced call management to CRM integration, KrispCall is a versatile tool that empowers your business to provide exceptional customer service and streamline operations.
Conclusion
Voice over Internet Protocol (VoIP) has become an essential tool for call centers. Compared to traditional phone systems, VoIP offers a robust and cost-effective solution, providing features like call routing, call recording, and analytics.
However, with a wide array of VoIP call center solutions, selecting the perfect one for your business needs can be daunting. Therefore, research and compare options to find the solution that best complements your call center’s unique requirements.
Your business’s best VoIP call center solutions are KrispCall, RingCentral, 8×8, and Ooma.
