20 Best Cloud-Based Contact Center Software of 2026
10 Best Cloud Based Contact Center Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
In today's fast-paced business world, managing customer interactions can be a real challenge. You and your team need tools that help handle inquiries efficiently without getting bogged down by outdated systems. That's where cloud based contact center software comes in.
I've spent time testing and reviewing these solutions to bring you an unbiased and well-researched list of the best options available. In my experience, finding the right software can make a significant difference in your team's productivity and customer satisfaction.
In this article, you'll find my top picks, each offering unique features to meet your specific needs. Whether you're looking for scalability, compliance, or specialized capabilities, there's something here for every team.
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Best Cloud Based Contact Center Software Summary
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for omnichannel contact center support | Free demo available | From $30/user/month (billed annually) | Website | |
| 2 | Best AI-powered call center tools | Free trial + free demo available | From $25/user/month (billed annually) | Website | |
| 3 | Best for a simple, scalable call center solution | Free demo available | From $15/user/month (billed annually) | Website | |
| 4 | Best for easy integration with CRM & helpdesk apps | Free trial + free demo available | From $30/license/month (billed annually) | Website | |
| 5 | Best with AI-powered conversation intelligence | 14-day free trial | From $24/user/month (billed annually) | Website | |
| 6 | Best call tracking and analysis tools | Free demo available | From $65/month | Website | |
| 7 | Best for personalized journey orchestration | Free demo available | From $15/user/month (billed annually) | Website | |
| 8 | Best for flexibility | 5000 free active hours | $1/user/hour or $150/user/month | Website | |
| 9 | Best for integrated business telephony | 15-day free trial | From $39/user/month | Website | |
| 10 | Best for long-distance calls | Free demo available | From $119/user/month | Website |
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Hiver
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
CRM Creatio
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6
Best Cloud Based Contact Center Software Reviews
You can use the simple overviews of each tool below to understand how each tool stands out from other cloud based contact center software.
RingCentral is a comprehensive cloud-based contact center software that provides businesses with a suite of solutions, including cloud communication and business phone systems.
Why I picked RingCentral: The platform offers AI-first solutions tailored for omnichannel contact center support. These automation features are for businesses of all sizes, designed to be both user-friendly and quick to implement, catering to the needs of organizations seeking advanced features and scalability. RingCentral also integrates with other communication services, which can streamline operations and improve customer experiences.
RingCentral's automation capabilities include AI-powered virtual agents, real-time coaching, and actionable insights to enhance customer experiences and agent performance. Additionally, the software offers quality and workforce management to help monitor performance and make informed decisions about productivity.
RingCentral Standout Features and Integrations
Features include omnichannel functionalities, intelligent routing, proactive outreach, compliance risk mitigation, encryption, workforce engagement and management, agent skill profiles, screen recording, dual listening, prebuilt reports, and detailed analytics.
Integrations include Microsoft Teams, Salesforce, Google Workspace, Beetexting, HubSpot, Asana, Zendesk, Appointment Reminder, Aha!, Trello, Zapier, Automator, and over 300 more.
Pros and cons
Pros:
- Integrations with hundreds of apps and systems
- Automation across multiple channels
- Adaptable to businesses of all sizes and industries
Cons:
- Limitations with specific deskphones
- Limited customization and storage on lower-tier plans
Salesforce Service Cloud uses automation and AI to help businesses engage with customers across various interaction channels.
Why I picked Salesforce Service Cloud: The platform will provide your business with AI-powered cloud-based call center software that can give your agents contextual recommendations on the best actions to take. Salesforce Service Cloud’s AI-powered Einstein Next-Best Action starter, combined with the platform’s Chatter app, will provide what your agents should do after tracking deal stages, managing tasks, and displaying activity feeds. It will help your agents find useful upsells and cross-sells to offer customers and provide personalized interactions.
Salesforce Service Cloud is a better fit for larger enterprise organizations that need cloud-based call center software that will enable them to provide high-level interactions. It can give your managers and agents the ability to set and measure crucial KPIs. The customer relationship management data that Salesforce Service Cloud provides will automatically populate the software along with predictive analytics insights to identify issues and churn risks.
Salesforce Service Cloud Standout Features and Integrations
Features include automation and workflows, case management, omnichannel routing, knowledge management, reporting and analytics, customer service incident management, task management, call logging, call recording, and interactive voice response.
Integrations include Freshdesk, CloudTalk, Twilio, Mailchimp, HubSpot CRM, Smartsheet, Aircall, RingCentral Contact Center, Talkative, FullStory, and Vidyard.
Salesforce Service Cloud contact center service costs from $150/user/month billed annually. Salesforce Service Cloud offers a free 30-day trial for new subscribers.
Pros and cons
Pros:
- Connects with customers on multiple devices.
- Very low downtime.
- Easy and innovative platform.
Cons:
- Expensive pricing.
- Challenging to set up.
Squaretalk is a cloud-based contact center software that provides tools to support business communication needs. Its simple interface and budget-friendly plans make it ideal for any business, from startups to large enterprises.
Why I picked Squaretalk: The platform offers Squaretalk robust automation and user-friendly design. For example, the smart predictive dialer optimizes call operations by automatically managing call assignments based on agent availability and skill set, which helps enhance operational efficiency. It also has workflow management features, like task assignments, progress monitoring, and collaboration.
Additionally, Squaretalk's platform is designed for scalability, accommodating the evolving needs of a growing business. The platform's cloud-based infrastructure allows for easy scaling of services, adding more users, and expanding functionality through additional modules and integrations as the business's needs increase.
Squaretalk Standout Features and Integrations
Features include multichannel messaging, custom workflow builder, full compliance, data insights, reports, call monitoring, API access, flexible role configuration, secure remote agents, and more.
Integrations include Salesforce, HubSpot, Freshdesk, Dropbox, Zoho, Zendesk, Mailchimp, WhatsApp, Gmail, Teams, Slack, Discord, WordPress, monday.com, and more.
Pros and cons
Pros:
- Scale-friendly
- User-friendly interface
- Quick setup
Cons:
- Slight learning curve for more advanced features
- Integrations with some tools may be complex
New Product Updates from Squaretalk
Squaretalk Partners With FinTech360
Squaretalk has partnered with FinTech360 for seamless click-to-call integration, enhancing CRM functionality. For more information, visit Squaretalk's official site.
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Aircall is a cloud-based call center system that easily integrates with the top CRM and helpdesk tools to help make the phone experience accessible, transparent, and collaborative.
Why I picked Aircall: If you’re looking for a system that integrates with your CRM or helpdesk tools, you might want to consider Aircall. Integrating these systems will help your sales and support teams have clear and efficient customer interactions. By automatically syncing call details with your CRM and helpdesk, Aircall will help save your agent’s time by avoiding switching back and forth between tools. Everyone can see call recordings, check account history, and get a full overview of every conversation.
Aircall is an excellent choice for small or medium businesses that need a cloud-based call center solution that is easily adaptable, scalable, and can be used in remote work environments. It helps you and your agents provide clear and efficient customer interactions via deep insights and real-time analytics. With Aircall, you can also receive advanced call center productivity analytics and the ability to monitor team activity.
Aircall Standout Features and Integrations
Features include toll-free and international numbers, call conference tools, voicemail, call routing, interactive voice response, phone extensions, blocklist numbers, virtual call centers, SMS business text messaging, and call queuing.
Integrations include ActiveCampaign, Odoo CRM, Hiver, Zendesk Sell, Zapier, Copper, Freshdesk, Microsoft Dynamics, Microsoft Teams, Pipedrive, Slack, Sugar CRM, Salesforce, Outreach, and monday.com.
Aircall costs from $40/user/month when paying monthly for a minimum of three users or $30/user/month when paid annually. Aircall offers a free 7-day trial for new subscribers.
Pros and cons
Pros:
- Users get a centralized collaboration platform.
- Accessible through desktop and mobile.
- It provides deep communication insights.
Cons:
- The system can log users out.
- It can occasionally be buggy.
CloudTalk is a cloud-based call center software that alleviates the need for extensive call center equipment. Its code-free setup makes it friendly to all types of businesses, regardless of your technical capabilities.
Why I chose CloudTalk: Sales and support teams alike can use this software with both inbound and outbound calling capabilities. You can route calls to the best-suited agent based on their skills, set up VIP queues, and use the interactive voice recognition (IVR) to let customers navigate your system.
What makes this product unique is how it uses AI to improve your call center operations. It can provide your agents with timely suggestions based on customer need predictions, and also streamline various aspects of your operations through automation.
CloudTalk Standout Features and Integrations
Features include power dialer, smart dialer, custom extensions, 3-way calling, call transfers, click-to-call, campaigns, call notes, call tagging, call flow designer, VIP queues, preferred agents, and workflow automation.
Integrations include HubSpot, Zendesk, Intercom, Gong, Pipedrive, Salesforce, Copper CRM, ActiveCampaign, LiveAgent, and Outreach, among others. Additional integrations can be configured with a paid Zapier account.
Paid plans start from $25 per user, per month. A 14-day free trial is available.
Pros and cons
Pros:
- Call recording facilitates training
- Call tagging and notes to provide internal context
- Easy setup and short time to value
Cons:
- Lacks omnichannel support
- Starter plan lacks advanced analytics
Best call tracking and analysis tools
CallTrackingMetrics is a tracking and analytics tool that helps businesses monitor which interactions and campaigns generate responses.
Why I picked CallTrackingMetrics: Just as the name suggests, CallTrackingMetrics tracks vital analytics in your call center. CallTrackingMetrics uses a feature it calls Keyword Spotting that allows you to set rules that inform the platform to detect specific keywords in call transcriptions. You can then tell the software to take specified actions according to its identified keywords. For example, if you ask CallTrackingMetrics to spot the keyword “wrong number,” you can then tell it to not log the call and delete it from your records.
CallTrackingMetrics is suitable for medium-sized businesses, such as agencies, consultancies, and performance marketers, that need call tracking and conversion intelligence to deliver personalized customer experiences. It can find conversation trends and automate actions based on what it finds to provide faster service. You can use CallTrackingMetrics to identify outbound campaigns that are generating the most leads and conversions, and then use the information to automate call flows.
CallTrackingMetrics Standout Features and Integrations
Features include dynamic number insertion, call tracking, tracking numbers, call recordings, call transcriptions, call scoring, keyword spotting, intelligent call routing, call management, geo routing, and automated triggers.
Integrations include Pipedrive, Salesforce, SendGrid, Mailchimp, Kissmetrics, InstaPage, Zendesk, Zoho CRM, Zapier, Whatagraph, AgencyAnalytics, HubSpot CRM, Looker Studio, Magento, and Google Analytics.
CallTrackingMetrics costs from $39/month plus usage fees when paying monthly or $36/month plus usage fees when paid annually. CallTrackingMetrics offers a free month’s trial for new subscribers.
Pros and cons
Pros:
- It’s very reliable.
- Easily monitors calls.
- It provides in-depth sorting options.
Cons:
- It’s difficult to navigate.
- Setting up the tool is tedious.
Nextiva offers a unified customer experience management platform with cloud-based contact center software that includes AI enablement, agent tooling, analytics, intelligent routing, journey orchestration, and outbound dialing.
Why I picked Nextiva: One of its standout features is its advanced AI capabilities. These capabilities include AI-powered agent tools such as a knowledge base, secure payment assistance, and automated dispositioning. Additionally, Nextiva's intelligent routing ensures that customers are connected to the most suitable agents based on their needs.
The platform also offers real-time dashboards and customizable widgets that provide valuable insights into customer interactions and agent performance. This data-driven approach allows businesses to make informed decisions and continuously improve their contact center operations. Furthermore, Nextiva's journey orchestration capabilities, including workflow engine and bot-to-agent transitions, help provide a smooth customer journey and next steps.
Nextiva Standout Features and Integrations
Features include outbound dialing with lead filtering and TCPA guardrails, ensuring compliance and maximizing the effectiveness of outbound campaigns. Language detection, transcription, and summarization are also part of its AI features, making communication across diverse customer bases more manageable and effective.
Integrations include Stripe, PayPal, ShipStation, ShipEngine, Salesforce, HubSpot, Zoho CRM, Oracle, Zendesk, SurveyMonkey, Microsoft Dynamics, and more.
Pros and cons
Pros:
- Dynamic agent scripting options
- AI chatbots to improve call center workflows
- A scalable solution
Cons:
- Initial setup can be complex
- Integration limitations
Twilio is a cloud-based contact center platform flexible enough to scale with businesses and fit unique requirements.
Why I picked Twilio: The platform uses a contact provider as a service software approach to their contact center software. Twilio provides you with a voice SDK and open API that you or your developer team can use to make a call center solution that fits your organization’s needs. You can connect multiple communication channels to Twilio’s centralized module, which makes it incredibly flexible.
Twilio fits any sized business that needs a contact center solution that will allow them to create their own platform. It can enable your company to use voice, VoIP, and messaging interactions embedded into your own custom web, desktop, or mobile software. As your usage scales up or down, Twilio will scale with your business automatically.
Twilio Standout Features and Integrations
Features include call recording, analytics, churn management, call routing, audio and video conferencing, feedback collection, communication management, live chat, messenger autoresponder, and contact management.
Integrations include monday sales CRM, Freshdesk, HoneyBook, Zendesk, Salesforce, Mailchimp, Slack, HubSpot CRM, Zoho CRM, Quickbooks, Airtable, Zapier, Microsoft Dynamics 365, and AgencyAnalytics.
Twilio costs from $1/user/hour or $150/user regardless of activity. Twilio offers a free trial for up to 5,000 active user hours.
Pros and cons
Pros:
- It’s well-priced compared to the competition.
- It can handle international communications.
- One of the best API providers.
Cons:
- The toolset can be overwhelming.
- It needs more analytics capabilities.
Zoho Voice is a rovust cloud-based contact center solution designed to streamline communication for businesses of all sizes. With an emphasis on simplicity and efficiency, Zoho Voice provides a robust set of tools to enhance customer interaction and team collaboration.
Why I Picked Zoho Voice: As a cloud based contact center software, Zoho Voice excels in providing seamless integration with various communication channels, superior call quality, and advanced call management features. Its user-friendly interface and flexibility make it an invaluable asset for businesses seeking to improve their customer service operations.
Zoho Voice Standout Features and Integrations
Features include cloud-based telephony, multi-channel support, ai-powered voice analysis, customizable ivr systems, real-time call analytics, seamless integration with zoho suite, advanced call routing, voicemail transcription, on-hold music customization, and call recording.
Integrations include Zoho CRM, Zoho Desk, Zoho Mail, Zoho Campaigns, Zoho Analytics, Zoho Books, Zoho Recruit, Zoho SalesIQ, Slack, and Google Workspace, facilitating a cohesive workflow across business operations.
Pros and cons
Pros:
- Intuitive user interface ensures ease of use for new users
- Affordable pricing models for businesses of all sizes
- Comprehensive integration with Zoho ecosystem enhances productivity
Cons:
- May require additional training for complete feature utilization
- Limited customization options for advanced users
Five9 provides businesses with a reliable contact center system that can help them give excellent customer experiences worldwide.
Why I picked Five9: The software can help your business reduce contact center fees, especially if your customers are mostly dispersed around the world. Five9 includes packages such as no-fee long-distance calling, and you can implement the software on your existing equipment. Five9 will keep your long-distance operating costs manageable while your agents provide high-level customer experiences.
Five9 suits medium to large organizations needing reliable cloud-based contact center software. It comes with solid pre-built software integrations for popular, essential applications. These integrations include some of the top customer relationship management and ticketing software available on the market.
Five9 Standout Features and Integrations
Features include call recording, geo-redundancy, call center management, call scripting, predictive dialer, power dialer, lead management, campaign management, reporting and analytics, interactive voice response, and voice recognition.
Integrations include NetSuite, Freshdesk, Zendesk, Salesforce, Microsoft Dynamics 365, Gong, ServiceNow, SugarCRM, ClearProcess, Level AI, CallTower, and Replicant.
Five9 costs from $149/month. Five9 offers a demo to help you understand if the platform is right for you.
Pros and cons
Pros:
- Great agent management features.
- Simple to learn.
- Excellent whisper capabilities.
Cons:
- Customer support needs work.
- Transitioning to Five9 can be complex.
Other Cloud Based Contact Center Software
Here are a few more options that didn’t make the best cloud based contact center software list:
- Bitrix24
For built-in CRM features
- Zendesk Suite
For adding a ticketing system to a call center
- GoTo Connect
For call filtering
- Kixie Powercall
For adding call center capabilities to CRM
- Dialfire
For turning a web browser into a call center
- CallTools
Predictive and preview dialer
- TalkRoute
For remote call management
- 3CX
For omnichannel interactions
- LiveVox
For powerful call analytics.
- Zadarma
For instantly creating virtual call centers.
Selection Criteria for Cloud Based Contact Center Software
When selecting the best cloud based contact center software to include in this list, I considered common buyer needs and pain points like integration capabilities and user-friendly interfaces. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Call routing
- Multi-channel support
- Real-time analytics
- IVR systems
- CRM integration
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-powered insights
- Customizable dashboards
- Omnichannel communication
- Automatic call transcription
- Sentiment analysis
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive interface
- Easy navigation
- Minimal learning curve
- Customization options
- Responsive design
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Interactive product tours
- Access to webinars
- Step-by-step guides
- Dedicated onboarding support
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 availability
- Multiple support channels
- Response time
- Access to a knowledge base
- Personalized assistance
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Pricing transparency
- Competitive pricing
- Range of features offered
- Cost of add-ons
- Free trial availability
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- User feedback on reliability
- Ease of use
- Feature satisfaction
- Support experience
- Overall value perception
How to Choose Cloud Based Contact Center Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
|---|---|
| Scalability | Can the software grow with your business? Check if it supports increasing call volumes and additional users without extra costs or performance issues. |
| Integrations | Does it work with your existing tools like CRM or email? Make sure it connects smoothly to avoid data silos and workflow disruptions. |
| Customizability | Can you tailor the software to fit your needs? Look for options to adjust settings, workflows, and user interfaces to match your team's processes. |
| Ease of use | Is the interface intuitive? Ensure your team can quickly learn and navigate the system without extensive training or support. |
| Implementation and onboarding | How long will it take to set up? Consider the time and resources needed for deployment and training. Look for solutions with clear guides and support. |
| Cost | What’s the total cost of ownership? Consider subscription fees, add-ons, and any hidden charges. Compare with your budget and potential ROI. |
| Security safeguards | How does it protect your data? Check for encryption, access controls, and compliance with data protection regulations like GDPR or CCPA. |
| Support availability | What support options are offered? Ensure there's 24/7 support via multiple channels, like chat and phone, to resolve issues quickly when they arise. |
What Is Cloud Based Contact Center Software?
Cloud based contact center software is a tool that manages customer interactions across various channels like phone, email, and chat, all hosted on the cloud. Customer service representatives and support teams primarily use these tools to enhance customer experience and improve communication efficiency.
Features like call routing, multi-channel support, and real-time analytics help with managing inquiries, integrating with existing systems, and providing insights for better decision-making. Overall, these tools offer businesses a scalable and flexible way to handle customer interactions effectively.
Features
When selecting cloud based contact center software, keep an eye out for the following key features:
- Call routing: Directs incoming calls to the right agent or department, improving response times and customer satisfaction.
- Multi-channel support: Manages interactions across phone, email, and chat, providing a unified customer service experience.
- Real-time analytics: Offers insights into performance metrics, helping teams make data-driven decisions and optimize operations.
- IVR systems: Automates call handling with interactive voice response, reducing wait times and freeing up agents for complex inquiries.
- CRM integration: Connects with existing customer relationship management tools, ensuring seamless data flow and context for each interaction.
- AI-powered insights: Analyzes customer interactions to provide actionable insights, enhancing decision-making and efficiency.
- Customizable dashboards: Allows teams to tailor their interface to focus on relevant metrics and workflows, increasing productivity.
- Automatic call transcription: Converts calls into text, aiding in record-keeping and compliance with industry regulations.
- Omnichannel communication: Ensures consistent service quality across all channels, improving customer experience and brand loyalty.
Benefits
Implementing cloud based contact center software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved efficiency: Automated call routing and IVR systems help agents handle more interactions with less downtime.
- Enhanced customer experience: Multi-channel support ensures customers can reach you on their preferred platform, improving satisfaction.
- Scalability: Cloud solutions grow with your business, allowing you to add users and features without major investments.
- Data-driven decisions: Real-time analytics provide insights into performance, helping you optimize processes and resource allocation.
- Better collaboration: CRM integration connects teams with relevant customer data, fostering teamwork and informed service.
- Cost savings: Reduced need for physical infrastructure and maintenance lowers operational costs, freeing up budget for other priorities.
- Flexibility and remote work: Cloud access allows your team to work from anywhere, ensuring continuous service and adaptability.
Costs & Pricing
Selecting cloud based contact center software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in cloud based contact center software solutions:
Plan Comparison Table for Cloud Based Contact Center Software
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free Plan | $0 | Basic call routing, limited multi-channel support, and basic analytics. |
| Personal Plan | $10-$30/user/month | Call routing, multi-channel support, CRM integration, and basic analytics. |
| Business Plan | $40-$70/user/month | Advanced call routing, full multi-channel support, CRM integration, and analytics. |
| Enterprise Plan | $80-$150/user/month | Customizable features, AI-powered insights, full analytics, and dedicated support. |
Cloud Based Contact Center Software FAQs
Here are some answers to common questions about cloud based contact center software:
How secure is cloud based contact center software?
Cloud based contact center software is generally secure, with providers implementing measures like data encryption, regular security audits, and compliance with regulations such as GDPR. However, it’s crucial to evaluate each provider’s security protocols and ensure they align with your company’s requirements. Ask about their data protection policies and any third-party certifications they hold.
Can my team work remotely with cloud based contact center software?
Yes, cloud based contact center software allows your team to work from anywhere with an internet connection. This flexibility supports remote work arrangements and ensures continuous service, even if your team is distributed across different locations. Make sure your chosen software offers a user-friendly interface and mobile access to facilitate this remote capability.
Can cloud based contact center software integrate with existing tools?
Yes, most cloud based contact center software can integrate with existing tools like CRMs, email platforms, and chat applications. These integrations help streamline workflows and ensure that your team has access to all necessary information in one place. Before purchasing, check if the software supports your current tools or if custom integrations are possible.
How do cloud contact center platforms handle high call volumes?
These platforms are typically built to scale dynamically based on demand. Call routing, queuing, and overflow strategies are managed through automated settings or admin-defined rules. Some systems allow real-time adjustments to call distribution based on current agent availability.
How do these systems handle outages or service interruptions?
Reliable platforms use redundant cloud infrastructure to minimize downtime. Some include built-in failover systems or backup routing plans that activate automatically. Users are typically notified of service status through a status page or platform alerts.
What’s Next:
If you're in the process of researching cloud based contact center software, connect with a SoftwareSelect advisor for free recommendations.
You fill out a form and have a quick chat where they get into the specifics of your needs. Then you'll get a shortlist of software to review. They'll even support you through the entire buying process, including price negotiations.