Os 10 melhores softwares de centro de atendimento combinado analisados em 2026

Análises dos melhores softwares de centro de atendimento misto

1. 

   1

   Nextiva

   Best for team collaboration

   • Free trial available
   • From $15/user/month (billed annually)

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Nextiva is a cloud-based unified communication & AI-powered CXM platform for businesses of all sizes. It bundles VoIP phone service, video meetings, chat, SMS, and AI-driven contact center tools in one platform.

   Why I picked Nextiva: The platform unifies all customer interactions across voice, video, chat, SMS, email, social, and more, giving teams a 360° customer view. Its AI-powered contact center and intelligent routing improve efficiency and support personalization at scale. The platform’s flexibility and scalability make it suitable for both small businesses and large enterprises. 

   Standout features & integrations:

   Features include AI-driven call routing, real-time analytics, and unified communication tools that bring phone, video, messaging, and contact center operations together in one place. The platform’s automation and workflow tools help your team manage customer interactions efficiently and maintain consistent service quality.

   Integrations include Salesforce, HubSpot, Zendesk, Zoho CRM, Microsoft Teams, Outlook, and Google Workspace.

   Pros and Cons

   Pros:

   • Scalable for teams of all sizes
   • AI-powered routing and analytics
   • Unified voice and messaging platform

   Cons:

   • Pricing can be expensive in higher-tier plans
   • May overwhelm very small teams
   Learn more about Nextiva:

   • Check out Nextiva on their website
   • Read my in-depth review of Nextiva
   • Explore best alternatives to Nextiva
2. 

   2

   CloudTalk

   Best for real-time call monitoring

   • Free plan + 14-day trial + free demo available
   • From $25/user/month (billed annually)

   Visit Website

   Customer Rating:4.2/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   For businesses looking to improve how they manage calls, CloudTalk provides a solution for support and sales teams with real-time call monitoring. It helps teams handle inbound and outbound calls more effectively, making it suitable for organizations across different industries. Whether used in finance, real estate, or retail, CloudTalk supports clearer call management and day-to-day operations.

   Why I Picked CloudTalk

   I picked CloudTalk for its real-time call monitoring, which helps teams oversee live inbound and outbound calls as they happen. This makes it easier for supervisors to track call quality and step in when issues arise. Intelligent call routing and automated dialing also help agents handle calls more efficiently, supporting the day-to-day needs of blended call centers. These capabilities are crucial for businesses looking to improve their call center efficiency and customer engagement.

   CloudTalk Key Features

   In addition to real-time call monitoring, CloudTalk offers:

   • Call Recording: Record calls for quality assurance and training to ensure consistent customer service standards.
   • Interactive Voice Response (IVR): This tool helps in managing high call volumes by directing callers to the appropriate department or information.
   • International SMS and WhatsApp Messaging: These features enable global communication, allowing you to reach customers worldwide.

   CloudTalk Integrations

   Integrations include HubSpot, Salesforce, Zoho, Zendesk, Odoo, Intercom, Salesloft, Outreach, Bullhorn, Monday, and Shopify.

   Pros and Cons

   Pros:

   • Offers local, mobile, or toll-free numbers from over 140 countries
   • Useful call analytics for tracking agent activity and call outcomes
   • Integrates with popular CRMs to log calls automatically

   Cons:

   • Limited customization options in dashboards
   • Occasional call connection issues reported by users
   Learn more about CloudTalk:

   • Check out CloudTalk on their website
   • Read my in-depth review of CloudTalk
   • Explore best alternatives to CloudTalk
3. 

   3

   Cresta

   Best for building custom AI agents at scale

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Cresta is an AI-powered contact center platform that unifies inbound and outbound operations through dynamic agent workflows, real-time conversation intelligence, and seamless integration with existing call center tools.

   Who Is Cresta Best For?

   Cresta suits enterprise contact centers needing scalable AI-driven call handling and dynamic agent workflows across complex, multi-channel environments.

   Why I Picked Cresta

   I picked Cresta as one of the best because I can build and deploy custom AI agents that handle blended call queues, automate dynamic agent assignment, and analyze every conversation in real time at enterprise scale.

   Cresta Key Features

   • Unified agent desktop: Agents manage all blended interactions from a single interface without switching tools.
   • Real-time supervisor controls: Supervisors can monitor live activity and adjust agent workflows instantly.
   • Skills-based routing: The system matches inbound and outbound contacts to agents based on defined skills and attributes.
   • Customizable reporting dashboards: Users access blended analytics spanning agent occupancy, productivity, and campaign performance.

   Cresta Integrations

   Cresta offers native integrations with Salesforce, Twilio, Pipedrive, BigCommerce, Five9, Zendesk, and more. An API is available for custom integrations.

   Pros and Cons

   Pros:

   • Dynamic queue blending across channels and teams
   • Advanced conversation analytics for supervisors
   • AI coaching during live calls and chats

   Cons:

   • Knowledge Assist needs ongoing model tuning
   • Predictive dialer features not explicitly supported
   Learn more about Cresta:

   • Check out Cresta on their website
4. 

   4

   Ringover

   Best for remote teams

   • 7-day free trial + free demo available
   • From $15/user/month (billed annually)

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Ringover is a cloud-based communication platform designed for businesses that need efficient call management and collaboration tools. It serves remote teams by offering features that enhance connectivity and productivity.

   Why I picked Ringover: The platform is tailored for remote teams, providing tools that facilitate seamless communication. Its call management features help your team stay organized and efficient, even when working remotely. Ringover's collaboration tools ensure everyone stays connected and informed. The ability to make and receive calls from anywhere enhances flexibility and adaptability.

   Standout features & integrations:

   Features include call transfer and call queuing, which help your team manage high call volumes effectively. The platform offers call recording to ensure quality and compliance. Additionally, analytics provide insights into call performance and team productivity.

   Integrations include Salesforce, HubSpot, Zoho CRM, Pipedrive, Slack, Zendesk, Freshdesk, monday.com, and Helpscout.

   Pros and Cons

   Pros:

   • Supports high call volumes
   • Flexible call management
   • Strong integrations

   Cons:

   • Advanced features limited to higher plans
   • Occasional connection issues
   Learn more about Ringover:

   • Check out Ringover on their website
   • Read my in-depth review of Ringover
   • Explore best alternatives to Ringover
5. 

   5

   Talkdesk

   Best for AI features

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Talkdesk is a cloud-based contact center platform that caters to businesses of all sizes that are looking to boost customer interactions. It offers a variety of communication solutions, focusing on improving customer experience and operational efficiency.

   Why I picked Talkdesk: The platform's AI features are central to its value, providing tools that support predictive insights and automated workflows. Talkdesk's AI-powered virtual agents assist your team in handling repetitive tasks, freeing up time for more complex interactions. The real-time analytics offer deep insights into customer behavior and team performance. Its scalability ensures that as your business grows, Talkdesk can grow with you.

   Standout features & integrations:

   Features include call recording and monitoring, which help you maintain quality and compliance. The platform offers omnichannel support, enabling communication across multiple channels. Workforce management tools assist in optimizing agent schedules and productivity.

   Integrations include Salesforce, Zendesk, Microsoft Teams, Slack, Zoom, HubSpot, and ServiceNow.

   Pros and Cons

   Pros:

   • Rich analytics and reporting
   • Strong CRM and third‑party integrations
   • AI‑powered routing and automation

   Cons:

   • Expensive for small teams
   • Interface can feel complex
   Learn more about Talkdesk:

   • Check out Talkdesk on their website
   • Read my in-depth review of Talkdesk
6. 

   6

   Convoso

   Best for sales teams

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Convoso is an AI-driven call center software tailored for sales teams across industries like BPO, finance, and real estate. It enhances sales performance with features like real-time DID scoring and AI dialing optimization, boosting contact and conversion rates.

   Why I picked Convoso: Convoso strengthens the performance of any outbound call center by optimizing phone calls through its AI-driven dialing capabilities. With tools such as a predictive dialer and auto dialer, teams can move through outbound campaigns more efficiently and concentrate on outgoing calls that are most likely to convert. 

   Real-time DID scoring helps you prioritize valuable prospects while tracking the metrics and KPIs that matter. Built on a scalable telephony infrastructure, the platform adapts as your team expands, and its compliance management helps you stay aligned with regulatory requirements. Additionally, forecasting features provide greater visibility into performance trends, allowing you to plan future campaigns with confidence.

   Standout features & integrations:

   Features include multimodal dialing that supports both inbound and outbound sales. Workflow automation helps your team manage tasks efficiently. Superior caller ID management ensures your calls are recognized and answered.

   Integrations can be done through API and Zapier.

   Pros and Cons

   Pros:

   • Real-time DID scoring
   • High-speed scalability
   • AI dialing optimization

   Cons:

   • Requires technical knowledge
   • Complexity in setup
   Learn more about Convoso:

   • Check out Convoso on their website
7. 

   7

   Dialpad

   Best for small businesses

   • 14-day free trial + free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.3/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Dialpad is an AI-powered customer communications platform tailored for small businesses seeking efficient customer service and sales solutions. It offers real-time AI tools that enhance productivity, including automated note-taking and insights.

   Why I picked Dialpad: The platform's focus on small businesses makes it accessible and easy to implement. AI-driven features like automated note-taking help your team stay organized. Its scalability allows you to grow without worrying about technical limitations. With enterprise-grade security, Dialpad ensures your data is safe.

   Standout features & integrations:

   Features include AI-powered agents that can handle complex workflows such as refunds and rebookings while supporting high-volume customer engagement across multiple channels. Whether teams are managing inbound calls, responding to incoming calls from support queues, or interacting with customers through social media, the platform helps maintain a consistent, reliable experience. 

   As a blended contact center solution, it also ensures that phone calls and digital interactions receive the same level of attention. Behind the scenes, Dialpad provides enterprise-grade security and compliance, including HIPAA and SOC 2 certifications, to protect sensitive information.

   Integrations include Salesforce, Microsoft Teams, Google Workspace, Zendesk, Slack, HubSpot, Zoho CRM, and ServiceNow.

   Pros and Cons

   Pros:

   • Handles complex workflows
   • Cloud-native and mobile-friendly
   • Scalable to support growth

   Cons:

   • May require tech support
   • Many advanced features require higher-tier plans
   Learn more about Dialpad:

   • Check out Dialpad on their website
   • Read my in-depth review of Dialpad
   • Explore best alternatives to Dialpad
8. 

   8

   Pipedrive

   Best for CRM integration

   • 14-day free trial
   • From $14/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Pipedrive is a sales-focused CRM tool designed for small to medium-sized businesses. It helps teams manage leads and deals, providing a clear overview of sales activities and performance.

   Why I picked Pipedrive: The tool is great for CRM integration, making it easy for your team to manage customer relationships. Its intuitive sales pipeline view helps you track deals and progress. Automation features reduce manual tasks, allowing your team to focus on selling. The reporting capabilities provide insights into sales performance, helping with decision-making.

   Standout features & integrations:

   Features include customizable pipelines that help you tailor the sales process to your needs. The activity reminders ensure your team never misses an important follow-up. Additionally, the goal-setting and tracking feature keeps your team aligned with business objectives.

   Integrations include Mailchimp, Trello, Slack, Microsoft Teams, Zapier, Xero, Asana, QuickBooks, and HubSpot.

   Pros and Cons

   Pros:

   • Customizable sales processes
   • Strong reporting capabilities
   • Automation reduces manual tasks

   Cons:

   • Requires ongoing management to optimize
   • Advanced features can be complex
   Learn more about Pipedrive:

   • Check out Pipedrive on their website
9. 

   9

   DialedIn

   Best for call tracking

   • Free demo available
   • From $79/user/month (billed annually)

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   DialedIn is a cloud-based contact center software designed for businesses in industries like healthcare, finance, and hospitality. It focuses on improving agent productivity and customer engagement through efficient call management.

   Why I picked DialedIn: DialedIn's strength lies in its call tracking capabilities, which help your team manage and analyze calls effectively. Omnichannel communication ensures you can engage with customers through multiple platforms. The platform's in-depth analytics provide insights to improve operational efficiency.

   Standout features & integrations:

   Features include predictive dialing and skill-based routing enhance call handling, as well as automatic call distribution and interactive voice response. Predictive dialing helps your team reach more customers efficiently. Extensive analytics support decision-making and performance improvement.

   Integrations include Salesforce, Microsoft Teams, HubSpot, Zoho, Slack, Zendesk, and Google Workspace.

   Pros and Cons

   Pros:

   • Omnichannel communication support
   • Efficient predictive dialing
   • Strong predictive-dialer and blended inbound/outbound capabilities

   Cons:

   • Complexity in initial setup
   • Limited customization options
   Learn more about DialedIn:

   • Check out DialedIn on their website
10. 

    10

    Five9

    Best for enterprise solutions

    • Free demo available
    • From $119/seat/month

    Visit Website

    Customer Rating:4.1/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

    

    Five9 is a cloud-based contact center solution designed for enterprises aiming to enhance customer engagement. It provides AI-driven tools to personalize customer interactions and improve service delivery.

    Why I picked Five9: Five9 delivers an AI-driven customer journey orchestration experience that supports a blended call center solution, helping teams manage both inbound and outbound interactions with clarity and efficiency. It helps with real-time insights, improving decision-making across ACD routing, call queues, and high-volume outreach. The platform also supports tools such as an intelligent dialer and automated callbacks, giving your team more control over performance and customer engagement. 

    Standout features & integrations:

    Features include AI-driven customer journey orchestration, ensuring your team can manage interactions efficiently. The platform's human-centered AI empowers agents with real-time insights. Additionally, its open APIs allow for easy customization to fit your business needs.

    Integrations include Salesforce, Zendesk, Microsoft Dynamics 365, Oracle, and ServiceNow.

    Pros and Cons

    Pros:

    • Human-centered AI tools
    • Customizable with open APIs
    • Scalable for large enterprises

    Cons:

    • AI features might be overwhelming
    • May not suit small businesses
    Learn more about Five9:

    • Check out Five9 on their website
    • Read my in-depth review of Five9