Top 5 VOIP Service Providers for Call Centers 2021

​There are several VOIP service providers in the market and each one offers its unique set of features to businesses of different sizes. 

There are several VOIP service providers in the market and each one offers its unique set of features to businesses of different sizes. As all claim to provide the best solution to match organizational needs, it can be a daunting choice to find the best one for your call center needs. In this article, Rich Technology Group has shared the top five VOIP service providers for call centers in 2021.

5. Nice InContact
 
Founded in 1997 and headquartered in Sandy Utah, Nice InContact is derived from its parent organization named NICE systems limited. Being one of the original players in the game, Nice InContact boasts a robust cloud-based call center software solution to help businesses maximize their leads and minimize the cost of client interaction. Nice InContact call center solution not only streamline inbound and outbound calls but provides better and simplified communication mechanism to customers. By utilizing the CX-1 software technology, users of Nice InContact have access to a fully integrated cloud customer experience platform that allows them to respond faster. The pricing for Nice InContact’s call center software starts at around $90 per user per month before any special discounts. 

 Nice InContact claims to be extremely analytics-driven so the details of inbound and outbound calls per day, average call durations, etc. are easily accessible to managers and other staff members. Also, it easily tracks and presents data by comprehensive reporting which is a big plus. Because Nice InContact has been a part of varied partnerships with Nextiva, RingCentral, etc., it has the ability to integrate directly with other VOIP service providers really well. In fact, the RingCentral and Nice InContact hybrid solution is hailed as one of the best solutions on the market because it allows businesses to have full ranged contact center features. Nice InContact also enhances productivity because it integrates emails, CRMs, etc. with over 250 APIs and 25 development partners.

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4. Vonage

 
Founded in 2001 and headquartered in Homedale, New Jersey, Vonage brings two tiers of call center solutions named CX Express and CX Elevate. Although Vonage does not have a full-blown call center solution that contains all the features, they are included in the list because of their call center light package. At Rich Technology Group, we often encounter businesses that are too small to justify the cost of a heavily priced full-blown contact center like Nice InContact. As these advanced call routing features are not useful for small-sized businesses, they can make use of this Vonage’s package. 

Vonage’s call center solution includes over 50 features such as Interactive Voice Response, IVR Advanced Call Cues, Detailed Reporting, Data Analytics, Omni-channel, etc. at no extra cost. Vonage also offers many plug-n-play APIs and open APIs to assist businesses in creating their custom solution while being able to use their service. These features have hailed Vonage as one of the best service providers in the market.

​Vonage has a special partnership with SalesForce so it is a special advantage for call centers that utilize SalesForce CRM. Although a lot of other service providers can also integrate SalesForce CRM, Vonage offers better compatibility and a better user interface because of their high-end contacts. Vonage also offers one of the best implementation and training processes for call centers that require an acceptable level of handholding setup, assistance, and self-training when transitioning to a new communication solution so overall, it is a great service. The pricing for Vonage call center solutions starts around $80 per month per user before any discounts or additional add-ons.

Here are the TOP 5 VOIP Service Providers for Call Centers in 2021. WATCH THIS VIDEO if your call center is searching for phone system options!

​3. Genesys

                   
                                                                
Genesys Telecommunication Laboratories Incorporation was founded in 1990 and is headquartered in Daly City, California. Unlike most of the service providers, Genesys follows one size fits for all approach. As they have contact centers for small, medium, large, and even enterprise businesses, businesses of virtually any size can justify the advanced features and slightly higher cost of call center grade platforms can potentially find a viable solution.

The Genesys motto is “Connect with your customers with empathy, deliver amazing results, and drive true ROI”. Thus, this service provider is all about arming agents with tools and skills to boost their efficiency, amaze customers with little to no hold times, and advance AI to route callers wherever they want. Some of the most amazing features that Genesys provides include Inbound and Outbound Voice, Advanced Call Campaigns, Last Agent Callback, Web Callback, Omni-channel, and more.

​Also, some notable customers of Genesys are Paypal, Quicken, Lenovo, and Microsoft. The Genesys cloud CX pricing starts at about $75 per month per user and may vary depending on which pricing tier you choose and any other add-on features you may require for your team and agents.

2. Five9

 
Founded in 2001 and located in San Ramon, California, Five9 is one of the best solutions we have seen on the market for call centers that require a state-of-the-art solution. Five9 designs solutions from small to enterprise-level businesses with a special focus on call centers, health care, financial services, sales marketing, and telemarketing. Some of the most proficient benefits of Five9 are but are not limited to Unified Omni-channel History, Visual Cues, Guide Agent Actions, Improved Workflow, Productivity Suite, and significantly reduced training and onboarding cost. All of this is done using the desktop app called Agent Desktop Plus. Five9 claims to guarantee a fast, affordable, reliable, secure, and convenient all-in-one solution to all agents and callers. Its call center package’s pricing starts at $100 per month per user before discounts and may vary depending on what add-ons and features. 

1. Talk Desk 
Founded in 2011 and headquartered in San Francisco, California, Talkdesk has been one of the favorite call center solution providers for Rich Technology Group for several years. It is named an industry leader by Gartner in 2021 because it unlocks the power and promises a better customer service experience for callers and agents. Despite being the youngest service provider on the list, Talkdesk has been consistently found to be the most innovative and technologically advanced solution for call centers. Talkdesk releases hundreds of new features and integrations each year and gives a cutting-edge platform to users to work at the office, home, or on the go. 

​Talkdesk also claims to have some of the most advanced call routings and call reporting AI that has made its mark in the VOIP market. Thus, all of these features come together to offer customers better engagement, workforce engagement, advanced AI, knowledge learning, deep analytics, and insights. According to CFO Sydney Carey, Talkdesk is valued at 10 billion while it has been working in the market for barely 10 years. Talkdesk staff is trained in a way that their sales staff do not lose the deal because of price and personally, Rich Technology Group considers this a big plus. Talkdesk pricing starts at $65 per month per user before discounts and may vary depending on any additional services you require. 

If you like this article, operating a call center, and you are in the market for a better solution, let us know. We represent all the service providers mentioned in this video and have direct contacts within the organizations. We can organize personalized demos with the service provider on your behalf and get you access to quotes with special pricing. Also, our consulting service is 100% free so let us know how we can be of service and help.

​Final Thoughts:
If you want to find out more information regarding VOIP Services, get in contact with Rich Technology Group. Get the best business phone system deals at the best price by getting in touch with us. You can also share your business requirements with us as we can better navigate whether the service is good for you or not.

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