10 Best Cloud-Based Call Center Software in 2025

Businesses need efficient, scalable, and feature-rich cloud contact centre software to enhance customer experience and streamline operations. There are so many options that it can be tough to decide which one is best. So in this blog post, we’ll provide the top 10 cloud call centre solutions to simplify your decision-making process.

For each of the ten tools, we’ll explore the user rating, provide an overview of the platform, highlight key features, and outline the starting price. But first, let’s explore what cloud call centre software is, along with its benefits, typical features, and tips for selecting the right one.

What Is Cloud Call Centre Software?

Cloud calling software is a phone system hosted on the internet that lets businesses make and receive calls from anywhere. It’s used to connect with customers for support and simplify sales calls and outreach.

While call centre software handles just voice calls, contact centre software covers all interactions across channels like chat, email, and social media. Cloud calling software is one of the three types of call centre software.

Types of call centre software 

Call centre software can be of three different types depending on how it is hosted: 

i. Cloud-Based

Hosted on the internet, offering flexibility, scalability, and remote access. It’s ideal for businesses seeking easy deployment and lower costs.

ii. On-Premise

Installed on local servers, providing full control over data and infrastructure but requiring higher upfront costs and maintenance.

iii. Hybrid

Combines on-premise and cloud capabilities, giving businesses the flexibility to adapt to different needs.

Benefits of Cloud-Based Call Centre Platform

Businesses often prefer cloud call centre platforms because of the following reasons:

1. Cost-Effective

Reduces upfront hardware and maintenance costs with a subscription-based model.

2. Scalability

Flexibly adjust to your business needs – growing or downsizing as needed –  without overhauling your setup.

3. Flexibility and Remote Access

Operate from anywhere, allowing agents to work remotely with just an internet connection.

4. Quick Deployment

Set up and start using the platform in hours or days compared to weeks with traditional systems.

Top Features of Cloud-Based Call Centre Software

Here are the top features that make cloud-based call centre software a preferred choice for businesses seeking efficiency and enhanced customer service.

i. Call Recording and Monitoring

Record, review, and monitor calls for quality assurance, compliance, and training purposes.

ii. Predictive Dialer

Automate outbound dialling to connect with more leads, saving time and boosting sales productivity.

iii. Intelligent Call Routing

Direct calls to the right agent or department using IVR, skills-based routing, or preferred agent matching to enhance efficiency.

iv. CRM Integration

Sync with popular CRM tools for streamlined workflows, access to customer data, and better personalisation.

v. Real-Time Analytics and Reporting

Access detailed insights on call metrics, agent performance, and customer trends to optimise operations.

How to Choose the Right Cloud Centre Software

Here’s what to consider when choosing a cloud contact centre software for your business: 

1. Understand Your Business Needs

Identify your primary requirements, such as inbound/outbound calling, omnichannel support, or specific integrations with tools like CRM.

2. Evaluate Features

Look for essential features like call recording and monitoring, predictive dialers, intelligent call routing, CRM integration, and real-time analytics.

3. Ease of Use

Choose a platform with an intuitive interface and simple setup to minimise training time and speed up implementation.

4. Integration Capabilities

Ensure compatibility with your existing tools, like CRM, helpdesk, or marketing software, for seamless workflows.

5. Security and Compliance

Verify that the platform adheres to data privacy regulations like GDPR, HIPAA, or PCI-DSS and offers robust security measures.

6. Cost and Pricing Model

Compare pricing structures, including subscription fees, pay-per-user, or simultaneous calls, to find a solution within your budget.

7. Customer Support

Opt for a provider with reliable, accessible support to assist with implementation, troubleshooting, and ongoing needs.

8. Trial or Demo

Test the platform through a free trial or demo to evaluate its features, ease of use, and performance in your environment.

9. Vendor Reputation

Research user reviews, ratings, and case studies to ensure the provider is trusted and has a proven track record.

What Is the Best Software for Call Centres?

1. MightyCall

G2 rating: 4.5/5 (228 reviews)

MightyCall empowers small and mid-sized businesses with a cutting-edge tool for customer service and sales. It makes work easier and faster, letting businesses handle 4 times more calls while costing 10 times less. This means you can grow your business without sacrificing quality or affordability.

Key features:

• Unified agent & supervisor interface: A single, intuitive platform to manage calls and monitor performance efficiently.
• Automatic call distribution (ACD): Routes incoming calls to the most appropriate agents based on predefined criteria.
• Live analytics and reporting: Enables real-time monitoring and reporting to track call centre performance.
• Call queuing: Prevents missed calls by placing incoming calls in a queue.
• Advanced auto dialer: Offers preview, progressive, and predictive dialling options to boost agent productivity and customer connections.
• Multi-level interactive voice response (IVR): Directs customers to the correct department using multi-level voice menus.
• Live call monitoring: Supervises ongoing calls with listening, whispering, or barging options for quality assurance and coaching.
• Do Not Call (DNC) compliance: Automatically screens against DNC lists to ensure regulatory compliance.

 

Customer review

Pricing: MightyCall offers variou4s pricing plans for different business needs and sizes, starting at $15 per user/month (billed annually) for the Core plan, and up to $50 per user/month for the Enterprise plan. 

2. Zendesk

G2 rating: 4.3/5 (5,938 reviews)

Zendesk is an AI-first customer service platform that prioritises human connections. It delivers faster, personalised experiences to improve customer satisfaction. Zendesk is designed to deliver quick results, working out of the box so you can solve customer problems immediately without complex configurations. Its self-service and automation tools deflect up to 15% of agent contacts, eliminating the need for extensive resources or extra agents.

Key Features:

• Messaging: Personalize conversations across channels.
• AI and Automation: Let AI help you resolve customer problems in less time.
• Help Center: Let customers serve themselves.
• AI Agents: Automate interactions with AI-powered bots.
• Ticketing: Track, organize, and solve all your tickets.
• Agent Workspace: See all your customer data in a single place.
• Voice (New): Speak directly to customers.
• Data Privacy and Protection: Keep customers safe.
• Routing and Intelligence: Send tickets to the agent who is best suited for the job.
• Analytics and Reporting: Turn data into useful insights.
• Workforce Engagement Management: Optimize agent staffing and performance.
• Quality Assurance: Improve the quality of all interactions.
• Platform: Modify Zendesk to meet your needs.
• Integrations: Bring your daily systems into Zendesk.

Pricing: Starts at $19 per month.

3. Aircall

G2 rating: 4.3/5 (1,146 reviews)

Aircall is an easy-to-use communication tool that helps businesses have better conversations with their customers. Aircall makes customer interactions smooth and clear while giving you helpful insights to deliver exceptional customer service.

Key Features:

• Easy Setup & Management: Quickly claim numbers, configure settings, and integrate with a few clicks.
• Centralized Communication: Manage sales and support conversations in one place, reducing repetition and improving team collaboration.
• Real-time Analytics: Monitor metrics, improve performance, and avoid unexpected surprises with powerful analytics.
• AI-driven Insights: Uncover trends and identify calls needing review with AI.

Pricing: Starting at $30 per user per month, with a minimum of three users, billed annually. 

4. RingCentral

G2 rating: 4.0/5 (142 reviews)

RingCentral uses AI to deliver seamless calling, messaging, meetings, and customer support. Additionally, its conversational intelligence is designed to drive sales, unlocking value from every customer interaction.

Key Features:

• Omnichannel: Meet your customers across voice calls and 20+ digital channels—all included in one license.
• AI-Powered: Intuitively generate insights, automation, and assistance across the entire customer experience.
• Easy-to-Deploy: Start a contact center fast—in just a few days—and stay connected with almost no downtime.
• Easy-to-Use: Made simple for everyone, with easy tools for agents and smart coaching powered by AI for supervisors.
• IVA (Intelligent Virtual Agents): Offer both voice and digital self-service capabilities to your customers.
• Outbound: Sell, collect, and proactively support with dynamic outbound contact centre and campaign management.

Pricing: RingCentral has different pricing for different products. Contact center plans begin at $65 monthly per agent, billed yearly.

5. Nextiva

G2 rating: 4.5/5 (3,239 reviews)

Nextiva is an AI-powered Unified Customer Experience Management (CXM) platform designed to transform customer experiences. It helps businesses acquire, retain, and grow customers by delivering personalised, context-driven support across any channel, anytime, anywhere.

Key Features:

• Unify All Customer Interactions: Serve customers through any channel, including voice, live chat, messaging apps, SMS, email, social, reviews, and video.
• End-to-End Customer Journey Orchestration: Gain real-time actionable customer insights with patented orchestration, enabling automation of key business workflows.
• Modern Contact Center: Design and optimize customer journeys with embedded AI, an open architecture, and a powerful workflow engine.
• Real-Time Insight: Access customer intelligence and sentiment in real time to strengthen relationships and equip teams with valuable insights.
• Pre-Built AI and Automation: Deploy scalable, easy-to-use AI-powered capabilities that provide immediate value and can be optimized over time.
• Workforce Engagement Management: Simplify management, reduce agent fatigue, and connect front-office and back-office teams to enhance productivity and retention.

Pricing: Starts at $20 per user per month, billed annually.

6. Five9

G2 rating: 4.0/5 (451 reviews)

Five9 helps businesses create amazing customer experiences using the power of AI. It makes customer service smarter and more personal, giving customers a smooth and easy experience at every step of their journey. With Five9, businesses can build stronger relationships, keep customers happy, and achieve great results.

Key Features:

• AI Innovation: Delivers practical, impactful Artificial Intelligence with real results, not just hype.
• Scalability and Remote Capabilities: Provides a cloud-based contact center designed to scale and support remote operations seamlessly.
• Analytics-Driven Efficiency: Enhances efficiency and performance with deeper insights through advanced analytics.
• Omnichannel Customer Experience: Builds customer loyalty by delivering seamless experiences across all channels.

Pricing: Five9 offers bundles starting at $119 per user per month. Custom pricing is available for advanced features and larger teams.

7. Talkdesk

G2 rating: 4.4/5 (2,398 reviews)

Talkdesk is designed to transform how businesses interact with their customers. With Talkdesk Embedded, agents are empowered to work seamlessly within the systems they already use. It helps organisations deliver better customer experiences, reduce costs, and improve operational efficiency. 

Key Features:

• Efficient After-Call Work: Reduce after-call work to 2 seconds or less.
• Self-Serve Solutions: Provide precise answers to customer and agent questions and improve self-service rates.
• Accelerate Automation: Create new virtual agents and automations quickly with just a few clicks.
• Actionable Insights: Uncover valuable insights that might otherwise go unnoticed.
• Safe and Effective AI: Prevent hallucinations and implement guardrails on AI.

Pricing: Starting at $85 per user per month.

8. Dialpad

G2 rating: 4.4/5 (4,244 reviews)

Dialpad is an AI-powered platform designed to build top-performing support and sales teams. It offers three solutions: a cloud-based support centre, a sales outreach centre, and an all-in-one customer communication platform. It speeds up onboarding, improves coaching, and automates playbooks, helping teams work better and get more done.

Key Features:

• Artificial Intelligence: Automate tasks, provide insights, and enhance decision-making for smoother operations and better customer interactions.
• VoIP Services: Enable cost-effective internet-based calling for seamless communication.
• Business Phone Number: Establish a professional presence with local or toll-free numbers for your business.
• Interactive Voice Response (IVR): Automate call routing with menu-based systems for efficient customer service.
• Power Dialer: Automate outbound calls to connect with more prospects and save time.
• Contact Center Analytics: Gain insights into performance metrics to optimize operations and improve strategies.
• Virtual Receptionist: Provide 24/7 automated call handling to greet and assist callers.

Pricing: Starts at $15 per user per month, billed annually.

9. 3CX

G2 rating: 4.4/5 (466 reviews)

3CX is a scalable, all-in-one business phone system and contact centre solution. Offering flexible on-premise or cloud hosting options with a flat annual rate—no per-user pricing—3CX provides secure, private, and cost-effective communications. Its powerful platform simplifies calling, video, and live chat, giving businesses full control over voice communications.

Key features:

• Self-Hosting Options: Easily self-host and manage your system on platforms like Amazon, Azure, Google, Digital Ocean, or with 3CX Hosting.
• Advanced Contact Center Tools: Access powerful features like call queue strategies, detailed call reports, recording, wallboards, and switchboards—all included at no extra cost.
• AI Call Analytics: Leverage advanced AI to analyze customer sentiment and call patterns, providing insights to enhance interactions and improve the customer experience.

Pricing: Free for up to 10 users. Its annual plans start at $295 for 8 simultaneous calls at 11-25 users.

10. CloudTalk

G2 rating: 4.3/5 (1,167 reviews)

CloudTalk enables businesses to reach more people globally with 160+ local calling numbers and exceptional call quality powered by a multi-carrier, decentralised network. With AI-powered calling tools and analytics, CloudTalk saves time on routine tasks, letting you focus on building more and better customer conversations.

Key Features

• Outbound Calling: Automate dialing, manage campaigns, and streamline follow-ups to reach 2x more prospects and save time on outreach.
• Inbound Calling: Use advanced routing, call queues, and real-time adjustments to ensure every call reaches the right person efficiently.
• Messaging: Stay connected via SMS and WhatsApp with tools for automation and real-time engagement across global channels.
• Reporting & AI Analytics: Access real-time dashboards, call recordings, and AI insights to track performance, identify trends, and coach effectively.

Pricing: Starts at $25 per user per month, billed annually.

Final Thoughts

Now that you know what cloud call centre software is and why it’s important for businesses today, you’re ready to make a smart choice. You now have a curated selection of the top 10 tools designed to match different needs, budgets, and features so that every business can find the right fit. Evaluate your requirements, compare the options, and choose the right software to enhance efficiency, improve customer experience, and drive growth in 2025.

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