Top 20 VOIP call center solutions for effortless customer service

What are the best VOIP call center solutions?

The best VOIP call center solutions combine clear call quality, easy scaling, and useful features like call routing, analytics, and CRM integration at a fair monthly price.

• VOIP call center solutions run your phone system over the internet, so you skip bulky hardware.
• Top providers include 8×8, RingCentral, Nextiva, and Vonage, among many others.
• Pick a provider based on your call volume, budget, and the tools your agents use every day.

Call centers help you talk with customers and leads in a direct way. As a result, they play a big role in the customer service that keeps people loyal to a brand.

In the past, a call center needed many phones, trunks, and hardware. On top of that, a full IT team had to keep the floor running each day.

Today, setup is much simpler. With Voice Over Internet Protocol (VOIP), you can build a working call center with just the internet and an IP phone. So the barrier to entry is now low for most teams.

In this guide, we explain what VOIP is and why it fits a call center. In addition, we list 20 top VOIP call center solutions to help you choose the right provider.

Top 20 VOIP call center solutions

1. 8×8
2. RingCentral
3. VirtualPBX
4. 8×8 X Series
5. Nextiva Enterprise Cloud VoIP
6. Vonage® Business Cloud
7. Mitel
8. PanTerra
9. GoToConnect
10. Intermedia Unite
11. AT&T Collaborate
12. Fresh caller
13. Microsoft 365 Business Voice
14. Ooma voice
15. Citrix Grasshopper
16. Line2
17. Avaya Inc.
18. VoIP Logic
19. ALLworx
20. Jive

Definition of VOIP

A Voice Over Internet Protocol (VOIP) is a technology that lets you make phone calls over the internet. As a result, it is a strong and low-cost swap for old analog phone lines.

Here is how it works:

• First, VOIP turns each voice call into small packets of data. Then those packets travel over the internet, much like an email does.
• With a VOIP phone, you can call a mobile or a landline. In addition, you can call computer to computer.
• For a landline, you need a phone adapter linked to a network. After that, you can make or take calls.
• To keep calls safe, run your VOIP system on a private IP network.

There are three main ways to make calls through a VOIP:

• Softphone: it only needs a computer and a headset.
• VOIP phone: agents make calls with a headset built for VOIP.
• VOIP adapter: this connects to a VOIP analog phone.

VOIP runs with the help of IP technology. Because of this, owners get two clear options:

• Hosted VOIP: a third-party provider hosts your phone system. So your vendor manages all the technical parts. As a result, many businesses prefer this call center setup.
• On-premise Private Automatic Branch Exchange (PABX): this fits bigger call centers with in-house experts. However, it needs a large investment and strong technical skill.

Whether you run a startup or a small growing firm, VOIP works for any size and type of business. In addition, it suits virtual call centers well. Remote agents can use it from home with just the internet.

What does a VoIP service provider do?

A VoIP service provider lets you make calls over the internet. So users talk over broadband instead of old phone lines.

These providers offer many services, such as call routing, voicemail, and conferencing. In addition, they pack advanced tools like call analytics into easy plans for teams and individuals.

How to set up a VoIP call center

A VoIP call center can boost how well you talk with customers. As a result, your service gets faster and more reliable.

Here is a simple step-by-step guide for teams that want to use VoIP:

• Assess your needs. First, check your call center needs. For example, count your agents, your expected call volume, and the features you want, such as routing, voicemail, and analytics.
• Choose a VoIP provider. Next, pick a trusted VoIP provider. Look for scale, call quality, and easy links to your current systems.
• Set up internet infrastructure. Make sure you have a reliable connection with enough bandwidth. In addition, use Quality of Service (QoS) settings to give voice traffic priority.
• Select hardware and software. Then get the gear you need, such as IP phones or headsets, plus call center software.
• Configure the system. Work with your provider to set call routing, extensions, and user accounts for agents.
• Train your team. After that, show agents how to use the system well. Cover features, quick fixes, and good habits for customer calls.
• Test the system. Before you go live, test the VoIP system in full. So you can spot issues and confirm that quality, routing, and integrations all work.
• Go live and monitor performance. Finally, launch and keep watch. Use analytics and feedback to tune your operations over time.

Reasons why VOIP should be used for call centers

Teams that move to VOIP get several clear benefits. Here are the main ones.

Lower costs for your call center

There is a big price gap between old analog phone service and VOIP. Because of this, many call centers made the switch. In some cases, you can even run a VOIP call center system for free. All you need is an internet connection, a computer, a microphone, and a speaker. Then you are set to go.

Team collaboration

When you get a VOIP phone service, it often comes with software. So your agents can track the customer journey with ease. As a result, both sales and support teams stay on the same page.

Better features

A VOIP phone system comes with many advanced tools. For example, some include click-to-call, call tracking, hold music, and virtual attendants.

These tools help you streamline your customer service steps. In addition, they lift staff output and boost engagement. You can also run video calls and share screens for better support.

Flexibility for your VOIP call center solutions

VOIP systems are easy to shape to your needs. In fact, it takes only a few clicks to add or remove a line. On top of that, your whole team can use the system from anywhere. So remote work stays simple.

Can be set up with ease

Setup usually starts with a quick install and some basic details. Your provider will guide you through each step. In most cases, you just insert the cable into the jack and wait for the install to finish.

Features to look for in a VOIP call center solutions provider

When you choose a provider, check that their offer fits your needs. Here are five key features to weigh:

• Scalability. The provider should scale with your growth. So you can add or cut resources with little disruption.
• Call quality and reliability. Look for clear, HD voice and little downtime. As a result, calls stay steady for agents and customers.
• Advanced analytics and reporting. Detailed data helps you track performance and customer chats. In turn, you can make choices based on real numbers.
• Integration capabilities. A good provider links with your CRM and other tools. So your agents work faster with less friction.
• 24/7 support. Reliable help matters. Make sure the provider offers round-the-clock support to fix issues fast.

These features guide you as you pick a provider that meets your needs and lifts your customer experience.

Top 20 VOIP for call centers

Not sure where to look for the best VOIP system? Here we list 20 top VOIP call center solutions.

1. 8×8

8×8 shapes the future of business calls as a leading SaaS provider of 8×8 XCaaS. So it brings contact center, voice, video, chat, and SMS together on one global cloud platform. As a result, it helps millions of people work together and deliver strong customer experiences.

2. RingCentral

RingCentral offers handy features like instant messaging, call logs, faxing, and video calls. In addition, it packs in AI tools, conferencing, and unlimited calling. So many call centers pick it for its all-in-one plans.

3. VirtualPBX

VirtualPBX offers plans you can shape to your team size. For example, its tools include custom greetings, auto attend, and ring groups. It also has a real-time monitor. So you can see which agents are free or busy at any moment.

Another feature is the dash, which adds faxing, 4G LTE, and hot desking. As a result, larger teams get room to grow.

4. 8×8 X Series

The 8×8 X Series is one cloud solution for teamwork, call centers, and voice meetings. It has a global reach across many countries. Its features include ring groups, extension dialing, web conferencing, video calls, faxing, and call recording.

You can set up X Series products with ease. In addition, they work well on computers, mobiles, and desk phones.

5. Nextiva Enterprise Cloud VoIP

Nextiva brings your business calls into one platform. So marketing, sales, and support teams stay on top of things. Its features include call management, reporting, desktop apps, and an automated attendant. In addition, you can run HD video calls with screen sharing.

6. Vonage® Business Cloud

Vonage has a unified platform that lets you reach customers by chat, text, or voice. Its VonageFlow feature adds instant messaging, file sharing, and texting in one place. As a result, teams keep every channel in a single view.

7. Mitel

Mitel has MiVoice Business, a communication platform for teams. It handles multi-channel chats, teamwork, and mobile access. In addition, it fits all business sizes, up to tens of thousands of users.

Mitel also offers MiContact Center Enterprise, a support platform. So you can reach people by social media, voice, and SMS.

8. PanTerra

PanTerra has strong analytics with more than 100 metrics to choose from. It builds clear graphs and charts from your data. In addition, you can set custom reports. So you get automated analysis on a steady basis. It also offers unlimited data storage.

9. GoToConnect

GoToConnect has the core features a call center needs. For example, it offers an unlimited call queue, wait time, and ring rules. In addition, it links with CRM software. So you can pick the support center or the contact center plan that fits.

10. Intermedia Unite

Intermedia has a PBX system in the cloud. Whether you run a startup or a large firm, it fits most business sizes. So it scales as your team grows.

11. AT&T Collaborate

AT&T offers a range of VOIP options. These run from basic phone service to advanced cloud voice. For example, its products include AT&T Cloud Voice for Microsoft Teams, AT&T Phone for Business, and AT&T IP Toll-Free.

12. Fresh caller

Fresh caller is a softphone-first VOIP that fits a spread-out call center. You can set it up with ease. In addition, its reporting is detailed and easy to shape. So it works well for teams that handle a high volume of calls.

13. Microsoft 365 Business Voice

Microsoft 365 is a good fit for call centers with a few hundred staff. Its SMB VOIP works on both desktop and mobile. So teams that already use Microsoft tools can add voice with little effort.

14. Ooma voice

Ooma voice is a popular VOIP, especially for firms in the US. Its features include a virtual receptionist, call blocking, and call recording. Its ring groups let all agents see an incoming call. As a result, customers get help fast.

15. Citrix Grasshopper

Grasshopper is built for small to medium businesses. Its features cover the basics of a phone system, such as call routing, faxing, and voicemail. So it is a simple, low-cost option for a lean team.

16. Line2

Line2 is a cloud phone service made for small businesses. It has all the basic features at a low price. However, it runs only as a web app or a mobile app. So it best fits very small teams.

17. Avaya Inc.

Avaya gives firms a range of business communication services. These include VOIP and CRM apps. Its contact center line has two options. Avaya Aura Contact Center uses SIP to boost connectivity and multimedia. Avaya Aura Call Center Elite, meanwhile, is a widely used contact center software.

18. VoIP Logic

VoIP Logic is a Platform-as-a-Service (PaaS) vendor. Its main product is Call Center with Call Recording PaaS. In addition, it offers skills-based routing, priority queuing, a real-time dashboard, and overflow call routing. So it fits all business sizes.

19. ALLworx

ALLworx makes VOIP products for small and medium businesses. Its Automatic Call Distribution is a popular call center tool. For example, it offers round-robin distribution, a queue system, and agent monitoring.

20. Jive

Jive offers VOIP solutions built for small and medium teams. Its cloud contact center has core phone features at a fair price. For example, it includes good call management and real-time reporting.

Frequently asked questions about VOIP call center solutions

What are VOIP call center solutions?

VOIP call center solutions are phone systems that run calls over the internet. So they replace old analog lines with software and IP phones. As a result, teams get lower costs and more features.

How much do VOIP call center solutions cost?

Prices vary by provider and plan. Most charge a monthly fee per user or per line. In addition, some offer free basic setups. So it helps to compare plans against your call volume.

Are VOIP call center solutions good for remote teams?

Yes. Remote agents can use VOIP from home with just the internet. Because of this, it is a strong fit for virtual call centers and hybrid teams.

What features matter most in a VOIP provider?

Look for call quality, easy scaling, and analytics. In addition, check for CRM integration and 24/7 support. Together, these features keep your call center running well.

Is VOIP secure for a call center?

VOIP can be secure when set up with care. For example, run it on a private IP network and use encryption. So you protect both calls and customer data.

What is a VoIP call center?

A VoIP call center makes and takes calls over the internet instead of traditional phone lines. This lowers costs and lets agents work from anywhere.

Which VoIP platforms are best for call centers?

Popular VoIP platforms for call centers include RingCentral, 8×8, Nextiva, and GoToConnect. The best pick depends on your team size, budget, and feature needs.

Key takeaways

• VOIP call center solutions run calls over the internet, so you skip costly hardware.
• Top providers include 8×8, RingCentral, Nextiva, Vonage, and Mitel, among others.
• Choose a provider based on call quality, scaling, analytics, and CRM links.
• VOIP works well for remote and hybrid teams, since agents can log in from anywhere.
• A good VOIP system lowers costs and lifts your customer service at the same time.