Plenty of great options exist for companies looking for a new contact center solution. In fact, there are so many that it can be hard to narrow down the options. So, which ones have the features, scalability, and functionality your business needs?
To help make your decision easier, we’ve taken 20 of the top call center service providers for US-based businesses and broken down their strengths, limitations, features, and overall rankings. Take a look, and see what call center companies best fit your business.
Nextiva
G2 rating: 4.5/5 (3,150 reviews)
Located in Scottsdale, Arizona, with over 1,000 employees, Nextiva is a major player in the telecommunications and contact center space. Nextiva offers cloud-based communications and collaboration, unified communications as a service (UCaaS), and VoIP phone systems for small businesses and large enterprises.
Customers love Nextiva for its ease of use, wide array of high-quality contact center and communications features, and top-tier customer care. Nextiva pricing starts at $18.95 per user per month, making it a competitively priced option.
Nextiva’s AI-powered analytics and automation features include virtual assistants, call analytics, and advanced interactive voice response (IVR) with conversational AI. Additionally, Nextiva’s platform integrates with top customer relationship management (CRM) platforms, including Salesforce, HubSpot, Zoho, and Microsoft Dynamics.
Genesys
G2 rating: 4.3/5 (1,346 reviews)
Genesys, located in Menlo Park, California, is one of the largest contact center companies. It has over 5,000 employees and is a leader in high-end omnichannel customer experience and contact center solutions, with pricing beginning at $75 per user per month.
One of Genesys’ biggest selling points is its focus on journey orchestration and experience as a service. The goal is to make the customer journey smooth and painless and provide an empathetic customer experience.
Genesys offers a cloud contact center with a wide range of features. These include omnichannel customer engagement tools, AI-driven analytics, workforce optimization tools, and integrations with CRM platforms, such as Salesforce, Zendesk, and Freshdesk.
Five9
G2 rating: 4.0/5 (389 reviews)
Five9, headquartered in San Ramon, California, is a cloud-based contact center solution provider with over 1,000 employees. It boasts end-to-end digital engagement, analytics, and workforce optimization, which helps it stand as a leading CCaaS provider.
Five9’s cloud contact center has several useful capabilities, including intelligent routing, predictive dialing, and robust reporting and analytics. It also offers AI-driven automation to enhance agent productivity, such as conversational and generative AI chatbot solutions and interaction summarization.
NICE CXone
G2 rating: 4.3/5 (1,599 reviews)
NICE, located in Hoboken, New Jersey, is a customer experience AI platform and CCaaS provider with over 3,000 employees. The NICE CXone cloud contact center platform is designed to streamline contact center operations and create a quality user experience.
NICE CXone uses AI-powered tools to improve customer interactions, with Enlighten Copilot assisting call center agents and Enlighten Autopilot facilitating customer self-service. Its contact center platform also includes workforce optimization tools, omnichannel routing, and analytics and performance management to keep contact centers running at their best.
Zendesk
G2 rating: 4.3/5 (5,858 reviews)
Based in San Francisco, California, Zendesk is a CRM vendor that recently added CCaaS capabilities. It provides companies with messaging, workforce engagement, AI and automation tools, and more.
Zendesk is known for its CRM capabilities and integrated customer support solutions, including multichannel communication, customizable workflows, and robust analytics.
Recently, Zendesk launched several AI-powered automation features, including AI agents for customer support services, Agent Copilot to assist contact center agents, and AI-powered workforce engagement management.
Talkdesk
G2 rating: 4.4/5 (2,212 reviews)
Talkdesk, which is located in San Francisco, California, is a global cloud contact center provider with over 2,000 employees. Talkdesk provides contact centers for a wide range of vertical markets, including health care and financial services.
Talkdesk offers a cloud-native contact center with AI-enhanced features, using AI for omnichannel engagement, self-service, analytics, and more. It also provides omnichannel support to help customers across all touchpoints, real-time reporting and analytics, and workforce management tools to keep employees engaged and efficient.
RingCentral
G2 rating: 4.0/5 (132 reviews)
RingCentral, headquartered in Belmont, California, is a UCaaS and CCaaS provider with over 3,000 employees. Its offerings include RingCX, an AI-first contact center designed for voice, chat, and digital communication channels, and RingCentral Contact Center, a more advanced and customizable contact center solution.
RingCentral is known for its omnichannel contact center, which integrates with many popular business apps, such as Microsoft Teams and WhatsApp. The company also offers real-time analytics and reporting to provide a full view of the contact center environment.
RingCentral has been focusing on adding AI and machine learning capabilities to its platform and providing AI-based workforce engagement and support before, during, and after calls.
8×8
G2 rating: 4.0/5 (192 reviews)
8×8, located in Campbell, California, is a contact center and cloud communications company with over 1,500 employees. Its offerings are built primarily for midsized businesses and include cloud-based voice, video, contact center, and unified communications.
8×8’s contact center solution includes integrated voice, video, chat, and omnichannel routing. It also has AI-driven analytics, including speech analytics and workforce optimization tools, to help keep contact centers fully staffed and employees properly scheduled.
Avaya
G2 rating: 4.1/5 (177 reviews)
Avaya, headquartered in Morristown, New Jersey, is a contact center provider with around 8,000 employees. It offers cloud, hybrid, and on-premises contact center solution options, so organizations can choose the model that best suits their business.
Avaya’s contact center solution, the Avaya Experience Platform, is an omnichannel offering that enables agents to help customers on their channel of choice — voice, video, chat, email, social media, and so on.
It’s available as a private cloud, public cloud, or on-premises solution and offers advanced analytics, workforce engagement management, and AI automation and orchestration tools.
Cisco Contact Center
G2 rating: 4.4/5 (Express) and 4.1/5 (Enterprise)
With over 79,000 employees, Cisco is one of the biggest companies on this list. Located in San Jose, California, Cisco offers a unified contact center in cloud or on-premises solutions.
Cisco’s contact center offerings include Webex Contact Center, Cisco Unified Contact Center Express, and Cisco Unified Contact Center Enterprise. Of those, only Webex Contact Center is cloud-based. The others are on-premises solutions for companies with different contact center needs.
All of Cisco’s offerings include integrated AI and machine learning capabilities as well as advanced security features. The company also has omnichannel contact center capabilities, so businesses can meet their customers wherever they are.
Freshdesk
G2 rating: 4.1/5 (136 reviews)
Freshdesk is a product from Freshworks, a customer service and CRM software company located in San Mateo, California, with over 4,000 employees.
Freshdesk Contact Center is an all-in-one contact center solution designed to make calls from within Freshdesk and convert calls to tickets. It integrates seamlessly with the other Freshworks solutions, including its CRM platform, and includes AI-powered chatbots, omnichannel support, and reporting and analytics tools to help improve productivity.
Salesforce Service Cloud
G2 rating: 4.3/5 (3,803 reviews)
Salesforce is best known for its CRM software, but it also has its own customer support platform. Salesforce Service Cloud is an AI-powered workspace designed to support customers across email, phone chat, messaging, self-service, and more while routing work to the best team member for the job.
Salesforce, which is located in San Francisco, California, is a large organization with over 70,000 employees. Salesforce Service Cloud natively integrates with Salesforce CRM and provides comprehensive analytics and workforce management tools alongside its omnichannel customer support features.
Vonage Contact Center
G2 rating: 4.1/5 (64 reviews)
Vonage, located in Holmdel, New Jersey, offers an integrated UCaaS and CCaaS solution. Vonage’s contact center platform is a cloud-based omnichannel solution that leverages AI for self-service, agent assistance, postcall analytics, and more.
Vonage Contact Center is also known for its advanced analytics and reporting as well as its Agent UX features designed to gamify the contact center experience. It also integrates with CRM solutions and platforms like Salesforce, ServiceNow, and Zendesk.
Alvaria (Formerly Aspect Via)
G2 rating: 4.2/5 (260 reviews)
Located in Westford, Massachusetts, Alvaria is an omnichannel call center software company with over 1,800 employees. Its cloud call center solution, formerly Aspect Via, boasts easy deployment and scalability to support growing businesses.
Like many others on this list, Alvaria’s solution offers performance analytics, workforce management, and omnichannel customer engagement features. These include supervisor tools like call recording and customizable interaction scoring, analytics built on real-time data, and postcontact surveys to measure customer satisfaction.
LiveAgent
G2 rating: 4.5/5 (1,489 reviews)
LiveAgent is a smaller company with around 100 employees that’s located in New York City. It offers an all-in-one help desk solution, including omnichannel support.
LiveAgent’s call center services include tools for help desks, live chat, ticketing, social media, and self-service options. It also has comprehensive reporting and analytics and a wide array of integrations, including WhatsApp, Slack, WordPress, Shopify, and Mailchimp.
UJET
G2 rating: 4.7/5 (972 reviews)
Headquartered in San Francisco, California, UJET is another smaller company. It has around 300 employees.
UJET offers a cloud-native contact center with omnichannel communications. Its AI and automation features include virtual agents and agent assist, and it integrates with CRM systems like Salesforce, Kustomer, and Zendesk. Additionally, UJET offers real-time analytics and reporting to help supervisors stay alert and ready to help agents at a moment’s notice.
3CLogic
G2 rating: 4.3/5 (34 reviews)
3CLogic is also a smaller organization with around 100 employees. Headquartered in Rockville, Maryland, it offers AI-powered CX cloud contact center solutions designed to improve customer service and customer relationships.
Like other options on this list, 3CLogic has omnichannel routing, comprehensive analytics, and integrations with different CRM systems. These include task automation via conversational AI and self-service portals, intelligent routing (including VIP routing), and automated QA processes that monitor customer sentiment, best practice adherence, and keyword usage.
Sharpen
G2 rating: 3.8/5 (36 reviews)
Sharpen, which has over 100 employees, is a CCaaS provider located in Indianapolis, Indiana. It offers a cloud-native contact center with omnichannel capabilities that’s designed to simplify the contact center experience for more efficient call resolutions.
Sharpen’s contact center includes AI and automation tools designed to eliminate routine tasks and create a personalized customer experience. As with other contact centers on this list, it includes omnichannel capabilities, real-time analytics, and CRM integrations to help make each interaction more efficient and lead to a positive resolution.
Dialpad
G2 rating: 4.3/5 (245 reviews)
Headquartered in San Ramon, California, Dialpad is an AI-powered cloud communications company with over 700 employees. It offers both UCaaS and CCaaS with voice, video, and messaging integrations.
The AI capabilities of Dialpad AI Contact Center include real-time transcriptions, agent assist tools that automatically provide input and suggestions during calls, and sentiment analysis.
It also integrates with popular business apps, including Microsoft Dynamics 365, Microsoft Outlook, Zapier, and Salesforce.
CallTrackingMetrics
G2 rating: 4.5/5 (686 reviews)
CallTrackingMetrics, located in Severna Park, Maryland, is a conversation analytics solutions company with around 100 employees. It provides no-code integrations with popular business apps and is designed to help marketing and sales teams.
As the name suggests, CallTrackingMetrics specializes in call tracking and analytics. Like other providers on this list, it also offers AI and automation features and workforce management tools.
What to Look for in a Contact Center Provider
Looking at the list of CCaaS providers, you can see certain recurring elements. Many contact center vendors are investing in AI, providing multichannel or omnichannel communications, integrating with CRM platforms, and offering robust analytics.
However, to understand which contact center vendor is right for you, you should look a bit closer to see where each one truly stands out.
Features
The first thing to look for in a contact center solution is features that can improve your contact center operations.
Important features include:
- Omnichannel capabilities that enable your agents to support customers over voice, email, chat, social media, and more
- Automatic call distribution to efficiently route calls to available agents and reduce wait times
- IVR menus to give callers self-service options
- Call recording and analytics to improve quality monitoring and oversight
- Reporting and dashboards that let supervisors track performance metrics
Scalability
If you have a growing business, you need a contact center that can scale with you. Consider how easy it is to scale the contact center, and decide if it can keep up with your company’s growth and call volume.
For instance, cloud platforms don’t require any additional hardware or equipment, which makes them significantly easier to scale than on-premises solutions. So, if you’re looking for a flexible, scalable solution, a cloud option will be your best bet.
Security
When handling important customer information or other sensitive information, you need to ensure its security. Check that the contact center provides robust data security measures and meets all major security standards.
This is particularly important in regulated industries and fields with specific security requirements, such as HIPAA compliance rules for health care companies. You’ll need to make sure the contact center platform meets those particular compliance requirements.
Integrations
Most contact center platforms offer integrations with popular CRM applications, but that’s just the tip of the iceberg. Consider all the tools and apps your contact center agents use daily, from calendars to email apps to payment processing.
Integrating your contact center with these apps will help improve efficiency and reduce the need for agents to constantly switch from one screen to another.
Contact center integrations can help agents instantly sync data, access information, log phone calls, and more, so you’ll want a platform that integrates with your workers’ tools and applications.
Ease of use
No matter how many features a contact center platform has, it won’t do your agents any good if it’s not user-friendly. Ease of use is an essential aspect of any contact center solution, as it ensures agents can do their jobs quickly and efficiently.
The right contact center solution offers a simple and intuitive dashboard interface, making it easy for agents to access the features and tools they need and reducing the time they spend switching between tabs and searching for tools. An easy-to-use system also impacts agent training and onboarding, enabling agents to get up and running quickly.
Pricing
Contact centers are essential for everything from lead generation and market research to technical support and telemarketing. However, businesses have budgets to think about, so it’s important to consider how much you’re spending and what you’re getting for it.
The various contact center solutions on the market all have different price points, with more feature-rich platforms costing more. Many platforms have optional add-ons, which can increase their cost far outside your projected budget if you’re not careful.
This is why you must look for a solution with a transparent pricing model that fits your budget. A predictable recurring cost can help ensure your contact center stays within your price range with no nasty surprises or hidden fees.
Why Businesses Choose Nextiva
Even with all the contact center vendors out there, one name stands above the rest: Nextiva.
Nextiva offers a top-ranked AI-powered contact center solution that’s flexible, scalable, and powerful. Its inbound and outbound call center tools with blended omnichannel communications capabilities allow your agents to manage customer inquiries on any channel, including phone, SMS, email, and social media.
Additionally, Nextiva provides a wide range of services designed to improve efficiency, save money, and boost customer satisfaction. These include workforce optimization, skills-based routing, unified reporting across channels, and quality monitoring and coaching tools.
Of course, Nextiva’s AI features also help agents and customers alike. Nextiva’s contact center can improve efficiency and satisfaction with automatic transcription and summary tools, task automation, speech-enabled IVR that can act as a virtual receptionist, dynamic scripting, and much more.
