Welcome to the Best Providers of VoIP Services for Call Centers
As technology continues to advance, more and more businesses are opting for VoIP (Voice over Internet Protocol) services to optimize their communication system. VoIP provides a cost-effective approach to traditional phone systems, making it a great option for small and large businesses alike. When it comes to call center businesses, the right VoIP provider can be the difference between success and failure.
In this article, we will dive into the top 10 business VoIP providers for call centers, their features, benefits, and drawbacks. With this comprehensive guide, you will be able to choose the provider best suited for your business needs, ensuring seamless communication and optimal productivity.
Why do you need a VoIP provider for your call center?
Before we dive into the top providers, let’s understand the importance of a VoIP provider for a call center business.
Call centers have unique requirements that are different from other businesses. Operators communicate with customers in large numbers, and often at the same time. Traditional phone systems can’t handle this volume, leaving customers on hold and frustrating operators. VoIP overcomes these limitations with features such as automatic routing, call recording, call queueing, and more.
VoIP providers cater to the different requirements of call centers, offering plans that are scalable, cost-effective, and packed with features. With a VoIP provider, call centers can improve communication and productivity while also reducing costs.
What are the top 10 business VoIP providers for call centers?
In no particular order, here are the top 10 VoIP providers for call centers:
| Provider | Features | Pricing |
|---|---|---|
| Vonage | Call recording, auto-attendant, conferencing, CRM integration, mobile app | Starts at $19.99/user/month |
| 8×8 | Call recording, call queue, call analytics, speech analytics, mobile app | Starts at $12/user/month |
| Nextiva | Call recording, voicemail-to-email, auto-attendant, team messaging, mobile app | Starts at $19.95/user/month |
| RingCentral | Call recording, auto-attendant, analytics, mobile app, team messaging | Starts at $19.99/user/month |
| Jive | Call recording, call forwarding, auto-attendant, voicemail transcription, mobile app | Starts at $29.95/user/month |
| 3CX | Call recording, web conferencing, live chat, mobile app, video conferencing | Starts at $495/yr for 4 simultaneous calls |
| Grasshopper | Call forwarding, voicemail transcription, mobile app, team messaging | Starts at $26/user/month |
| Ooma | Call recording, auto-attendant, virtual faxing, mobile app, virtual numbers | Starts at $19.95/user/month |
| VirtualPBX | Call recording, call routing, custom greetings, team collaboration, mobile app | Starts at $9.99/user/month |
| Mitel | Call recording, call routing, mobile app, voicemail-to-email, analytics | Contact for pricing |
Detailed explanation of the top 10 business VoIP providers for call centers
Vonage
Vonage is a popular choice for call centers, providing an all-in-one communication solution. Its features include call recording, auto-attendant, conferencing, CRM integration, and a mobile app. Vonage offers plans that are scalable and customizable, making it an excellent choice for businesses of all sizes.
Its drawbacks include a relatively higher price point, with the basic plan starting at $19.99/user/month. Additionally, customer support can be slow, with long wait times.
8×8
8×8 offers call center solutions with advanced features such as call recording, call queue, speech analytics, and a mobile app. It also provides customizable reports and webinars for training. The company offers a variety of plans and pricing that cater to different business sizes and requirements.
Its drawbacks include the lack of a shared team inbox, and the need for technical knowledge to set up integrations. Additionally, its pricing can be relatively expensive, with the basic plan starting at $12/user/month.
Nextiva
Nextiva offers a cloud-based communication system with features such as call recording, voicemail-to-email, auto-attendant, and team messaging. Its interface is user-friendly and easy to navigate. Nextiva provides a variety of plans that cater to different business sizes and requirements.
Its drawbacks include the lack of customized reporting, and the relatively higher price point, with the basic plan starting at $19.95/user/month.
RingCentral
RingCentral offers a cloud-based communication system designed for call center businesses. It provides features such as call recording, auto-attendant, analytics, mobile app, and team messaging. RingCentral offers a variety of plans that cater to different business sizes and requirements.
Its drawbacks include the relatively higher price point, with the basic plan starting at $19.99/user/month. Additionally, the user interface can be overwhelming and difficult to navigate.
Jive
Jive provides a VoIP system designed for call centers, with features such as call recording, call forwarding, auto-attendant, and voicemail transcription. Its user-friendly interface makes it easy to navigate. Jive offers a variety of plans that cater to different business sizes and requirements.
Its drawbacks include limited integrations and the relatively higher price point, with the basic plan starting at $29.95/user/month.
3CX
3CX provides a VoIP system with features such as call recording, web conferencing, live chat, mobile app, and video conferencing. Its user interface is easy to navigate and offers customizable features. 3CX offers a variety of plans that cater to different business sizes and requirements.
Its drawbacks include the need for technical knowledge to set up, and the relatively higher price point, with plans starting at $495/yr for 4 simultaneous calls.
Grasshopper
Grasshopper offers a VoIP system designed for small businesses and entrepreneurs, with features such as call forwarding, voicemail transcription, mobile app, and team messaging. Its interface is user-friendly and easy to navigate. Grasshopper provides various plans that cater to different business sizes and requirements.
Its drawbacks include the lack of customization compared to other providers, and the relatively higher price point, with plans starting at $26/user/month.
Ooma
Ooma provides a cloud-based VoIP system with features such as call recording, auto-attendant, virtual faxing, mobile app, and virtual numbers. Its interface is user-friendly and easy to navigate. Ooma offers various plans that cater to different business sizes and requirements.
Its drawbacks include the lack of a free trial and the relatively higher price point, with plans starting at $19.95/user/month.
VirtualPBX
VirtualPBX offers a cloud-based VoIP system designed for call centers, with features such as call recording, call routing, custom greetings, team collaboration, and a mobile app. Its interface is user-friendly and easy to navigate. VirtualPBX provides various plans that cater to different business sizes and requirements.
Its drawbacks include the lack of a shared team inbox, and the relatively higher price point for some larger plans, with plans starting at $9.99/user/month.
Mitel
Mitel provides a cloud-based VoIP system with features such as call recording, call routing, mobile app, voicemail-to-email, and analytics. Mitel offers a variety of plans that cater to different business sizes and requirements.
Its drawbacks include the lack of transparency in pricing and the need for additional integrations for some features. Contact Mitel for pricing information.
Frequently Asked Questions:
Q1. What is VoIP?
VoIP stands for Voice over Internet Protocol, which is a communication system that transmits voice and multimedia over an internet connection.
Q2. What are the benefits of VoIP for call centers?
VoIP offers many benefits for call centers, including cost-effectiveness, advanced features, scalability, and flexibility.
Q3. Are VoIP calls reliable?
VoIP calls can be as reliable as traditional phone systems, provided you have a strong and stable internet connection.
Q4. What are the essential features of a VoIP system for call centers?
Essential features of a VoIP system for call centers include call recording, auto-attendant, call queueing, analytics, and integrations with CRM systems.
Q5. What is the cost of a VoIP system for call centers?
The cost of a VoIP system varies depending on the provider, features, and number of users. Plans can range anywhere from $9.99/user/month to $50/user/month or more.
Q6. Can I use my existing phone number with a VoIP system?
Yes, many VoIP providers offer the option to port your existing phone number. However, this process may involve additional fees and take several days to complete.
Q7. Can I use a VoIP system on my mobile device?
Yes, most VoIP providers offer mobile apps that allow you to make and receive calls on your smartphone or tablet.
Q8. What is the difference between cloud-based and on-premise VoIP systems?
Cloud-based VoIP systems are hosted by the provider, while on-premise systems are hosted on your own servers. Cloud-based systems are more cost-effective and easier to scale, while on-premise systems offer more control and security.
Q9. What integrations are available with VoIP systems?
VoIP systems can integrate with a variety of business tools, including CRM systems, help desk software, and productivity tools like Slack and Asana.
Q10. What kind of customer support do VoIP providers offer?
Customer support varies by provider, but most offer phone, email, and chat support. Some providers also offer 24/7 support and dedicated account managers.
Q11. How many users can a VoIP system accommodate?
The number of users a VoIP system can accommodate varies by provider and plan. Most providers offer plans that can accommodate anywhere from 5 to 1000+ users.
Q12. Can VoIP systems be used internationally?
Yes, most VoIP providers offer international calling plans and virtual numbers that allow you to make and receive calls from other countries.
Q13. What is the setup process for a VoIP system?
The setup process for a VoIP system varies by provider, but typically involves creating an account, choosing a plan, selecting features, and configuring hardware and software. Some providers offer free setup and installation assistance.
Conclusion
In conclusion, choosing the right VoIP provider can make all the difference for call center businesses. The top 10 providers listed in this article offer various features, benefits, and drawbacks that cater to different business sizes and requirements.
Before choosing a provider, consider your business needs and budget. Take advantage of free trials and demos to test the provider’s features and user interface.
With the right VoIP provider, call centers can improve their communication system, boost productivity, and increase customer satisfaction.
Disclaimer
The information in this article is accurate to the best of our knowledge at the time of writing. However, we cannot guarantee that the information will always be up-to-date or accurate. Before making any decisions, we recommend that you consult with a professional or do your own research to verify the information.