Best Cloud-Based Call Center Solutions Key Considerations
Although the UAE was founded as a state based on the oil industry as a single income source, as years passed the country turned to be the first tourist gateway. Thus, the state of UAE successfully made 70% of Gross Domestic Product GDP rely on non-oil industries. The adopted policies lead to economic diversity and growth based on the various ideas innovated in the market. The UAE market includes numerous start-ups, but it also incubates over 1,500 international businesses of the largest companies in the world, operating its processes throughout the Middle East, Africa, Europe, and Asia. This has produced a global hub that gathers customers and clients from all over the world. Businesses need cloud-based call center software in UAE that can manage calls, messages, and every communication channel to communicate with customers appropriately. The key consideration in the selected call center software is opening an international gate that can manage calls wherever the country it comes from. This made the cloud call center software market grows radically, in just few years. The cloud call center market size represents 10-15% of the total SaaS market size globally. Software as a Service market is projected to reach US dollars 0.93 billion by the end of 2025 in UAE. In other words, the cloud call center software market size is nearly 100 million US dollars.
Explore Best Cloud Call Center Providers in UAE for 2025!
The market is expanding rapidly! The number of cloud call center providers in the UAE increases monthly. Here is a list of the most influential providers you should recognize!
ZIWO
Ziwo is an easily customized cloud call center platform provider founded in 2011 in Dubai Internet City. It started by building voice POPs with local telecoms, processing the voice locally. Since then, the platform has been upgraded to meet evolving market demands. The company prioritizes offering an easy user experience so that call center agents can provide the seamless customer experience they wish. It also offers more than 170 global global phone numbers.
Sprinklr
Sprinklr provides a cloud call center solution for enterprises, Sprinklr Service. Its influence in the UAE market started to appear in 2022 when it began hosting data locally, which was suitable for enterprises. Sprinklr always tries to cope with the uprising trends in customer service and create a community that gathers CX leaders.
Maqsam
Maqsam was founded in 2019 in Amman, Jordan. In a few years, its cloud call center software became usable by UAE and Saudi Arabia businesses. Maqsam primarily serves businesses looking to enhance their customer support operations and streamline communication, where it deals with customer service and sales tasks.
Callgear
Callgear is a cloud-based call center solution for businesses, specifically real estate agencies, track incoming calls and messages and analyze them to optimize the advertising budget effectively. As a call-tracking and analytics software, Callgear was viewed as one of the available choices, according to featured customers in its fall 2025 customer success report.
3CX
In 2023, 3CX started distributing its solution among different-sized businesses from various sectors to settle in Dubai. It has formed a wide base of customers and a solid network of reliable partners. Throughout its journey, 3CX has taken time to change from its origin as a PBX phone system to a complete communications platform at the dawn of VOIP solutions.
Genesys
In 2023, Genesys announced that UAE is its most recent full-service Genesys cloud region. So, all UAE and GCC businesses will protect their customers’ data locally while transferring their contact centers to the cloud. Genesys developed both on-premise and cloud solutions acceptable to all its clients.
Avoxi
Avoxi provides a cloud contact center software solution that serves all industries in the UAE, where the call center is crucial. Avoxi provides a UAE toll-free phone number, and its costs vary according to the expected call volume of the call center. According to David Wise, CEO of Avoxi, the company's main goal has always been giving customers average tools to manage their global communications.
Ameyo
In 2021, Ameyo and Exotel merged, becoming an appreciated event for the cloud communication industry in Asia. This merger supports Ameyo's presence in nearly 60 countries, with an ARR of 45 million USD. The cloud call center includes self-service options, so G2 delivered it one of its awards.
Voiso
The whole matter started in 2018 in an office with four members in Singapore. Now, with a team exceeding 300 members, it will have might reach the global market, including the UAE. It currently serves businesses, providing more than 120 local numbers. In addition to basic calls, companies can communicate with their customers through messenger apps, web chats, and more.
Bevatel
In the last few years, Bevatl targeted businesses in a number of markets. It started offering its cloud call center solution from Saudi Arabia. Now, it’s in the UAE, providing the software to many industries and niches. It allows agents to connect to customers remotely using devices such as mobile phones, desktop computers, laptops, and tablets.
Globitel
Globitel officially entered the UAE cloud call center market in 2013 when it opened its office in Dubai. It is a tech company that has delivered throughout the years different solutions, including cloud call center software. In 2018, it has received an appreciation from the MEA business award.
Knowlarity
Another cloud call center provider that just met the clients’ standards, it serves more than 65 countries, including the UAE. The software doesn’t support a specific industry but helps a broad spectrum of niches where the customer experience is one of their interests.
NICE
NICE is a provider that empowers businesses to let their customers not pass through bad experiences. Because of the partnerships NICE established in 2022, CXone, the CX platform, has become available in the UAE. NICE was good to many businesses, and has reached nearly 150 countries.
Which Cloud Call Center Software Features Does the UAE Market Provide?
When it comes to features, cloud call center software has features that market all over the world need. However, some features only comply with the dynamic nature of the UAE Market. The following table shows all the points of comparison, so you'll need to determine them before choosing suitable software. Every X mark indicates that most users agreed that this point in the solution is less than 4 out of 5.
| Automated Workflows | Call Management Features | Real Time Analytics | Ease of Use | Value for Money | Customer Support | Number of reviews | Ratings | |
|---|---|---|---|---|---|---|---|---|
| ziwo |  | | | | | | 84 | 4.7 |
| sprinklr | | | |  | | | 13 | 4.6 |
| maqsam | | | | | | | 32 | 4.5 |
| callgear | | | | | | | 0 | N/A |
| 3cx | | | | | | | 416 | 4.4 |
| genesys | | | | | | | 6 | 4.5 |
| avoxi | | | | | | | 57 | 4.8 |
| ameyo | | | | | | | 98 | 4.1 |
| voiso | | | | | | | 17 | 4.8 |
| bevatel | | | | | | | 12 | 4.9 |
| globitel | | | | | | | 0 | N/A |
| knowlarity | | | | | | | 13 | 4 |
| nice | | | | | | | 1612 | 4.3 |
Cloud Call Center Software Reviews You Can’t Miss!
All reviews developed based on the user generated content on Capterra. Here, we provide you with the summarized review supported by a screenshot.
ZIWO
ZIWO is regarded as an efficient and reliable call center solution, with excellent support and ease of use. However, it could benefit from minor enhancements to address bugs, reporting tools, and better mobile app functionality. Despite these, users generally recommend it for businesses looking for a cloud-based communication solution.
Sprinklr
In general, Sprinklr Service is praised for its comprehensive features but has a steep learning curve and too many choices for some users.
Maqsam
Maqsam is an appreciated for its responsive customer service, good features, and technology, though there are minor concerns about the absence of a hotline and faster account manager support.
Callgear
CallGear is praised for its simplicity, call tracking capabilities, and useful analytics, though reviewers suggest improvements in its UI and UX to make it more competitive. This summary was based on reviews, users have submitted on G2.
3CX
3CX is a flexible and affordable VoIP solution with acceptable features, but it could improve its usability, support, and customization options.
Genesys
Genesys is good in MBSE and productivity-enhancing features but struggles with ease of use and lacks cloud support. Its cost is high for its features, but competitors offer better cloud flexibility.
Avoxi
Avoxi is regarded an easy to use solution in addition to its reliable call quality, and customer service, especially for businesses requiring international phone solutions. Though there are some feature gaps and occasional issues with call performance, users are generally satisfied with the platform’s performance and responsiveness. Avoxi is suitable for companies looking for a VoIP service that prioritizes global reach, user-friendliness, and dependable support.
Ameyo
Ameyo is a known solution for call centers and businesses looking for a good, feature-rich platform for managing customer interactions. Its intuitive design and broad functionality make it a popular choice, especially for large organizations.
Voiso
Voiso is a reliable, user-friendly call center solution that is good in voice quality, integration capabilities, and customer support. Its design makes it easy to implement, while its feature set makes it suitable for small to medium-sized businesses. However, while it offers basic functionality, users looking for more advanced features or flexible payment policies may need more support.
Bevatel
The following overall review is based on reviews published on G2. Bevatel is a well-rated call center and CRM solution known for its ease of use, good features, and professional customer support. While there are some concerns regarding pricing and certain functionalities, it is generally seen as a usable solution.
Knowlarity
Knowlarity is a telephony solution that offers suitable features like call recording, CRM integration, and IVR services to streamline their call center operations. However, the service can be costly, especially for post-setup modifications, and customer support efficiency has room for improvement. While Knowlarity is praised for its ease of integration and feature set, businesses with dynamic telephony needs may face challenges due to high costs and support delays.
NICE
NICE CXone is a comprehensive and feature-rich call center solution that competes other solutiobns in ease of use, real-time monitoring, and flexibility, making it suitable for businesses of various sizes. It offers integration, reliable performance, and strong customer support. However, the platform comes with a higher price tag and some technical challenges, such as occasional dashboard sync issues and slow tech support resolution times. Overall, CXone is recommended for organizations looking for a robust and flexible call center solution but may not be ideal for smaller teams with limited budgets or businesses that require advanced email capabilities.
Call Center Integration Capabilities Across Providers in the UAE
Each call center solution has its own range of applications it can integrate. In this section, we will illustrate the number of applications that each solution, the category it belongs to, and the names of these applications. So, you can determine the cloud call center software that meets most of your interests.
| Software | Number of Apps | CRM | Task Management | POS |
|---|---|---|---|---|
| ZIWO | 15* | Salesforce, Zoho, Zapier, Microsoft Dynamics 365, Intercom, Hubspot, Calabrio, Pipedrive, Azure, Freshsales, Odoo, Kommo; | Freshdesk, Zendesk; | Foodics; |
| Sprinklr | 7 | Microsoft Dynamics 365, Oracle B2C Service, Salesforce Service Cloud Lightning, SAP Service Cloud (C4C), ServiceNow, Zendesk Support; | Discourse; | N/A; |
| Maqsam | 8 | Salesforce, Zoho, Intercom, Hubspot, Pipedrive, Freshdesk, Salesloft, Zendesk; | N/A; | N/A; |
| Callgear | 9 | Pipedrive, Leadsquared, amoCRM, Britix24, Zoho, Hubspot, Odoo, Kommo, Zapier; | N/A; | N/A; |
| 3CX | 14 | Britix24, Connectwise, Kommo, Freshdesk, Pipedrive, Microsoft Dynamics 365, Zoho, Hubspot, Odoo, mongoDB, Salesforce, SQL Databases, Vtiger, Jetpack CRM; | N/A; | N/A; |
| Genesys | ≈100 | Konnect Tickets, ServiceNow Connector, Smart Connector for Salesforce, UNFYD® LINK, Microsoft Dynamics Data Actions, Microsoft Dynamics CTI Connector, Oracle Engagement Cloud Connector, Siebel Connector, Dynamics 365 Connector, Smart Connector for Dynamics 365, Salesforce Data Actions, ZOHO CRM CONNECTOR, Sugar CRM Connector, Salesforce CTI Connector; | Zendesk. Freshdesk; | N/A; |
| Avoxi | 12 | ActiveCampaign, Help Scout, Hubspot, Intercom, Microsoft Dynamics, Pipedrive, Salesforce, Zoho; | Zendesk, Freshdesk; | N/A; |
| Ameyo | 13 | Freshdesk Mint, Zoho, Kapture, Microsoft Dynamics 365, Lead Squared, Zohodesk, Freshsales, Salesforce; | Zendesk; | N/A; |
| Voiso | 12 | Salesforce, Zoho, HubSpot, ProftIT, Zapier, Make.com, Bitrix24, Leverate, Pipedrive; | ; | ; |
| Bevatel | 9 | Freshworks, Microsoft Dynamics 365, Zoho, Odoo, Salesforce, Vtiger, Zapier; | Zendesk; | Foodics; |
| Globitel | 0 | N/A; | N/A; | N/A; |
| Knowlarity | 11 | Freshworks, Microsoft Dynamics 365, Zoho, Salesforce, Vtiger, Hubspot, Leadsquared; | Zendesk; | N/A; |
| NICE | 9 | Microsoft Dynamics 365, Oracle, Salesforce, Bullhorn, SugarCRM, Netsuite, Servicenow; | Zendesk; | N/A; |
Cloud Call Center Software Cost Range
The cost of cloud call center software varies from one company to another based on the benefits and reputation of the company. So, the cost range of cloud call center software is wide. However, we illustrate a narrow portion of this range due to the similarity of features. Here, we discuss the pricing of each system in three different tiers, where the first is the cheapest, and the third is the most expensive, based on the annual billing. We’re illustrating all the pricing plans in US dollars, as it’s common to deal with in the UAE. We have to mention that some providers are offering their services in different currencies, like 3CX in Euros and Knowlarity in Indian Rupees, so we have to convert them to USD dollars to help you have a better transactional experience.
1- Ziwo
Depending on the features that businesses require, Ziwo delivers the perfect price which makes its plans flexibel and efficient.
Plan | Cloud Contact Center (USD/User/Month) |
Quarterly Billing | 109 |
Annual Billing | 82 |
2- Sprinklr
Sprinklr’s pricing is limited and unclear to users and businesses, as it’s not disclosed directly via official channels like the website. The basic plans are provided; however, the plans that include add-ons need a direct approach from the provider.
Plan | Self-Serve Customer Service Solution (USD/Seat/Month) |
Monthly Billing | 199 |
Annually Billing | 249 |
3- Maqsam
Users in the UAE generally find Maqsam's pricing plans fair and aligned with the value it provides, particularly for small to medium-sized businesses. The platform offers a straightforward, pay-as-you-go model with no hidden fees. Customers appreciate the simplicity and flexibility of its pricing structure, which allows them to scale based on usage and business needs.
Plan | Telephony (USD/Seat/Month) | Messaging (USD/User/Month) | Telephony & WhatsApp Messaging (USD/User/Month) | Total Package (USD/User/Month) |
Maqsam | Starts from 45 | Starts from 10 | Starts from 50 | Starts from 105 |
4- Callgear
Many users appreciate the feature set, including call tracking, CRM integrations, and customizable analytics, but some express concerns about additional costs for advanced features like speech analytics (AED 359/month) and API integrations.
Plan | Starter (AED/Month) | Pro (AED/Month) | Elite (AED/Month) | Dubai VIP (AED/Month) |
Callgear Virtual Telephony | 105 | 240 | 500 | 900 |
Callgear Omnisolution | 160 | 360 | 750 | 1200 |
Callgear Text Communications | 105 | 240 | 500 | 900 |
Callgear Inbound Analytics | 99 | 210 | 549 | - |
5- 3CX
Users appreciate the scalability and features of 3CX, including call recording, integration with CRM systems, and support for various deployment options (on-premise or cloud). However, some find its advanced settings complex to navigate initially. The pricing structure is especially beneficial for businesses that prefer system-wide licensing over user-based costs.
Plan | 3CX SMB Small Business (USD/Year) | 3CX PRO Professional (USD/Year) | 3CX ENT Enterprise (USD/Year) |
3CX | 213.30 | 486.75 | 541.45 |
6- Genesys
Users of Genesys call recording software in the UAE generally view its pricing plans as robust but better suited for medium to large enterprises due to their higher cost structure.
While many users appreciate its user-friendly interface, comprehensive features, and scalability, there is criticism regarding the inflexibility of pricing, particularly for smaller businesses. Some customers feel that the pricing policies could be more adaptive to suit diverse business needs. Additionally, the cost of add-ons can increase the total expenses significantly, which some consider a drawback.
Plan | Genesys Cloud CX 1 For voice contact centers (USD/User/Month) | Genesys Cloud CX 2 For omnichannel contact centers (USD/User/Month) | Genesys Cloud CX 3 For omnichannel contact centers with full Workforce Engagement Management (WEM) (USD/User/Month) |
Genesys Concurrent License | 110 | 170 | 230 |
Genesys Named License | 75 | 115 | 155 |
7- Avoxi
Users of AVOXI call recording software in the UAE generally appreciate its pricing structure for its flexibility and value, but it comes with some considerations depending on business size and requirements. AVOXI offers three main pricing plans, starting with the free plan.
Launch Plan: Free per user/month (billed annually), suitable for small businesses. It includes basic features like call recording, international number options, and virtual attendants.
Plan | Contact Add agents, workflow management and advanced analytics (USD/User/Month) | Engaged Enterprise Full engagement management for your contact center (USD/User/Month) |
Avoxi | Starts at 24.99 | Starts at 49.99 |
8- Ameyo
Users often find the pricing of Ameyo higher than some competitors, especially when implementing additional modules or custom features, which might strain budgets for smaller UAE businesses. It’s worth noting that the monthly fee is 61 USD for each user, irrespective of whether they are an agent or a supervisor.
9- Voiso
Users in the UAE generally appreciate Voiso's pricing model for its flexibility and scalability, as it charges only for active users. This makes it appealing for businesses aiming to optimize costs, especially for small and medium-sized enterprises (SMEs). The monthly pricing starts at $79 per active user for the Pro plan, which includes AI speech analytics, CRM integration, and messaging app capabilities. Larger enterprises may opt for the Pro+ plan at $129 per active user, offering unlimited storage and enhanced security features. A custom pricing option is also available for tailored needs.
However, some users have expressed concerns about the strict payment policies. They report operational disruptions if payments are delayed due to technical issues, impacting revenue for businesses relying heavily on the software. Despite this, most users find Voiso's pricing reasonable compared to competitors, emphasizing its value for money due to its feature-rich platform and robust customer support.
Plan | Start-up Call center fundamentals (USD/User/Month) | Pro Omnichannel contact centers (USD/User/Month) | Pro+ For enterprise-sized organizations. (USD/User/Month) |
Voiso | 49 | 79 | 129 |
10- Bevatel
Users of Bevatel call recording software in the UAE generally view its pricing plans favorably, appreciating its affordability and value for money. While the exact pricing is not publicly disclosed, it appears to be customized based on specific business needs, requiring potential clients to contact the vendor for details. Bevatel does not offer a free version or trial, which might influence decision-making for cost-sensitive users
Monthly (USD/User/Month) | Quarterly (USD/User/Month) | Semi-quarterly (USD/User/Month) | Annually (USD/User/Month) | |
Startup | 79.60 132.85 | 75.62 126.21 | 71.64 119.57 | 59.70 99.64 |
Medium-size Businesses | 186.10 265.97 | 176.79 252.67 | 167.49 236.71 | 139.57 199.48 |
Large Enterprises | N/A | N/A | N/A | N/A |
11- Globitel
Globitel's pricing in the UAE appears to vary depending on the solution and deployment specifics. Its Performance Management Platform offers a one-time flat rate of $25,000, with no free version but a free trial available. Payment structures for other services are not explicitly listed, as Globitel typically follows a "contact for pricing" model to tailor costs to client needs. This approach aligns with its focus on delivering customized telecom and customer experience solutions.
UAE users appreciate Globitel's robust features, such as real-time reporting and customizable KPIs, particularly for call centers and telecom operators. However, some find the initial costs steep, especially for smaller businesses, and would prefer more flexible pricing options.
12- Knowlarity
Users in the UAE have mixed opinions about Knowlarity's pricing plans. While the platform is generally considered cost-effective for larger teams (five or more agents), especially when compared to competitors like Ozonetel and Exotel, there are notable challenges regarding cost transparency and post-setup expenses.
Although Knowlarity provides a variety of features, some users feel that the details regarding what is included in each plan could be clearer. This lack of transparency may lead to misunderstandings about what businesses are actually getting for their investment.
Inbound Call Center (USD/Month) | Inbound & Outbound Call Center (Rs/Month) | Inbound & Outbound Call Center +lead management software (Rs/Month) |
23.81 | 35.72 | 41.67 |
For Toll-Free numbers, here are the yearly plans:
Basic Plan (Rs) | Advance Plan (Rs) | Premium Plan (Rs) |
250.10 | 343.00 | 550.22 |
13- NICE
Reviews highlight that while NICE CXone is feature-rich and suitable for large-scale operations, some users feel the costs can escalate with additional features and advanced support services. The platform's robust tools, like omnichannel routing and quality management, justify the pricing for enterprises requiring those capabilities. However, smaller organizations might find the cost harder to justify.
Some users have expressed concerns about the complexity of certain functionalities and the need for additional expertise (e.g., API usage) to fully leverage the platform. These factors can affect perceived value, especially if the advertised features require extra resources to implement effectively.
Interaction orchestration is the primary solution that NICE provides to businesses for managing digital and phone communications. Here are the prices for each tier.
Digital Agent (USD/User/Month) | Voice Agent (USD/User/Month) | Omnichannel Agent (USD/User/Month) |
71 | 94 | 110 |
The other category represents the call center management system with analytics tools, which provides managers and supervisors with a more comprehensive view of the center's performance.
Essential Suite (USD/User/Month) | Core Suite (USD/User/Month) | Complete Suite (USD/User/Month) |
135 | 169 | 209 |
Cloud Call Center Providers Pros and Cons
The variety of solutions drives you to determine the features you need in the cloud call center software you’re looking for. Then, you can know if the feature is considered a con or a pro. If it’s pro, the software will join your shortlist; if it’s not good enough, you should abandon it. In this section, we’ll accurately determine the pros and cons of each solution, committing to transparency and an unbiased point of view.
ZIWO
Pros
Ease of Use: Ziwo is frequently praised for its user-friendly interface, making it easy to navigate and use without requiring extensive training. This has been particularly beneficial for remote work setups during the pandemic.
Call Features: Users appreciate its numerous features, such as call recording, real-time monitoring, call tracking, IVR integration, and detailed reporting, which help businesses improve efficiency.
Customer Support: The 24/7 customer support is often highlighted as exceptional, with responsive and helpful staff. Many users commend the support team for providing assistance even during weekends.
Call Quality: Reviewers consistently mention high call clarity and quality, which is crucial for international and local communication.
Customizability: The dashboard is customizable, allowing users to tailor it to their needs.
Integration: Ziwo integrates well with popular ticketing systems and other software, making it a good fit for business operations.
Competitive Pricing: Ziwo offers flexible pricing options, especially beneficial for smaller businesses.
Cons
Technical Issues: Some users report rare software bugs, including system lags, delays in call transfers, and short-period disconnection issues.
Call Logging Issues: A few users mentioned that call logs sometimes get lost or don’t display incoming numbers, which can be inconvenient for client confirmation.
User Experience Enhancements: Users have suggested improvements like allowing widgets on the dashboard to be rearranged and adding features like disposition options and better reporting tools.
Sprinklr
Pros
Comprehensive Solution: Users appreciate that Sprinklr is a one-stop shop, offering a wide range of services that cater to various business needs. Its industry reputation as a top-tier tool is also noted.
Supporting the agent: The solution provides an overview of the customer and offers the agents a suitable response they can use to interact with the customers.
Cons
Complex Setup: Deploying and setting up Sprinklr takes time, with some users noting that there are too many ways to achieve the same result, which can add to the learning curve.
Overwhelming Variety of Options: While the breadth of services is appreciated, it can be overwhelming for users to navigate and pick the right tools for their specific needs.
Maqsam
Pros
User-Friendly Interface: The platform is intuitive, making it easy for users to navigate and utilize features.
Easy Setup: Maqsam offers a quick setup with minimal legal complications and a "pay as you go" policy, providing flexibility.
Call Quality & Features: Users appreciate the crystal-clear call quality, efficient call recording, and advanced features like AI-based call transcription and summarization.
Seamless Integration: The platform integrates well with HubSpot and other tools, improving team productivity.
Cons
Billing and Search Complexity: Some users find the billing tab confusing and have trouble searching for calls without using the country code.
CRM Integration Limitations: Maqsam doesn’t fully integrate with all CRMs, limiting call functionality within unsupported platforms.
Occasional Call Disconnections: Weak internet connections can cause calls to drop occasionally.
Data Export Limitations: Exporting large amounts of data can be cumbersome, with restrictions on handling over 10,000 calls at a time.
Feature Control: Admins have limited control over certain features like IVR, and outbound user adjustments must be handled by Maqsam’s team.
Callgear
Pros
Ease of Use: CallGear is praised for being simple and user-friendly, making it easy to call and connect with clients, especially in cross-border situations like connecting from India to the UAE.
Great Customer Support: Users appreciate the responsive and helpful customer support provided by CallGear.
Cons
User Interface (UI) Needs Improvement: Some users feel that the UI could be cleaner and more competitive, with suggestions to enhance the user experience (UX) for broader appeal.
Limited UX Competitiveness: While CallGear is functional, its UX design could be more polished to match competitors and attract a wider audience.
3CX
Pros
Affordability: 3CX is praised for being an affordable VoIP solution for small to large businesses. Its cost-effective licensing and free options (for small offices) make it accessible, with robust features comparable to more expensive systems.
Feature-Rich: Users appreciate the comprehensive features, including call recording, integration with CRM tools, scalability, and the ability to set up on-premise, cloud, or private cloud environments. Its ability to support remote workers and mobile app functionalities is highly valued.
Ease of Setup: 3CX is noted for being easy to install and configure, even with minimal technical training. The platform is user-friendly and provides flexibility in deployment.
Integration: Users appreciate integrations with Microsoft 365, HubSpot, and other software, enabling seamless workflows.
Cons
Limited Customization: Some users find it challenging to make individual changes, like adjusting call forwarding for holidays or setting up complex scenarios. API limitations and frequent licensing model changes are also points of frustration.
Usability Issues: The user interface, particularly the desktop app, has been described as clunky, and updates have sometimes led to issues like larger windows taking up screen space or dropped features. Users also mention glitches, slow initial connections, and security concerns with the desktop app.
Support: Several reviews mention inconsistent or inadequate technical support. Users often need to rely on community forums or self-service troubleshooting.
Reporting Limitations: The native reporting features are seen as bare and not user-friendly. Complex reports require additional work outside the platform, which some users find time-consuming and inefficient.
Genesys
Pros
Comprehensive MBSE Capabilities: Genesys offers a robust, end-to-end model-based systems engineering (MBSE) solution, which integrates well with requirements and risk management tools, offering solid support for creating SysML diagrams and generating DoDAF products.
Good Documentation: The documentation provided by Vitech helps users navigate the tool effectively, supporting the execution of complex tasks.
Enterprise-Wide Integration: Genesys facilitates enterprise-level MBSE processes, allowing for effective system management and integration, particularly for those familiar with MBSE.
Ease of Usability (IVR System): Users find the Genesys IVR system intuitive and easy to use, contributing to increased efficiency.
Cons
Hard to Use: Some users find the tool complex and difficult to navigate, especially when first starting, requiring experience to fully utilize its capabilities.
Slow to Adapt to Trends: Genesys has been slow to react to emerging industry trends, leaving some users dissatisfied with its functionality.
High Price: While the product is valuable, its pricing is considered high, though some users find it worth the investment.
Avoxi
Pros
User-Friendly: Avoxi is praised for its intuitive platform, which is easy to navigate and set up. Users especially appreciate the ability to configure settings with minimal reliance on support.
Call Quality: The call quality could be a benefit to some users, particularly in international contexts. Users commend the platform’s ability to handle calls seamlessly across multiple countries.
Useful Features: Avoxi offers tools, such as international number provisioning, call recording, and CRM integrations. These features are important for businesses with international clients and remote workforces.
Cons
Feature Gaps: Some users noted the lack of advanced features, such as SMS forwarding or a comprehensive mobile app, though it’s mentioned that updates are in progress.
Outdated Partner Portal: A few reviews highlighted that the partner portal could use an update, though it was still deemed manageable.
Cost Concerns: Some reviewers mentioned that while Avoxi’s pricing is reasonable, they expected lower costs over time as technology evolves.
Minor Call Issues: A handful of users mentioned occasional problems with incoming and outgoing calls, but these were usually resolved quickly with support.
Ameyo
Pros
User-Friendly: Ameyo is praised for its intuitive interface, making it easy for users to manage calls, monitor campaigns, and track agent productivity.
Feature-Rich: Users appreciate features like call recording, rerouting, live call monitoring, and integration with tools like LeadSquared. It’s also favored for handling both inbound and outbound calls effectively.
Good Voice Quality: Some reviews highlight clear voice quality, even for international calls, contributing to an overall smooth experience.
Customizable & Scalable: Ameyo is noted for being adaptable to various business needs, particularly in large organizations.
Cons
Connectivity Issues: Some users reported poor connectivity, frequent call drops, and occasional system hang-ups.
Complex Configuration: While Ameyo is feature-rich, the complexity of some features, like configuration settings and report filtering, can be overwhelming for some users.
Slow Loading Times: A few users have complained about the system lagging, especially when running on lower internet speeds.
Data Security & Compliance: Concerns about data security and compliance have been raised by some companies, preventing them from fully adopting the platform.
Outdated UI: There are calls for improvements in the user interface, which some feel has remained stagnant for years.
Voiso
Pros
User-Friendly and Easy to Implement: Some users see Voiso has an intuitive interface, making it easy to set up and integrate with CRMs like HubSpot and Salesforce. This ease of use extends to training new agents.
Reliable Call Quality: Voiso has high-quality, uninterrupted voice calls, both domestic and international.
Comprehensive Features: The platform offers a wide array of features for call center management, including call recording, call routing, and real-time analytics. Users appreciate the flexibility and the ability to manage full call center operations effectively.
Integration Capabilities: Voiso’s compatibility with various apps and CRMs is appreciated, making it a versatile tool for businesses with different needs.
Cons
Payment Policy Issues: One significant concern was the payment policy, where service is stopped immediately if a payment issue arises. This can impact business operations.
Limited Advanced Features: Some users noted that Voiso lacks a few advanced features, such as WhatsApp message search and SMS functionalities, though they are reportedly in development.
Customization: While Voiso is flexible, a few users mentioned that certain advanced call center functionalities could benefit from more customization options.
Pricing: A few users mentioned that while Voiso is mid-range in pricing, they would appreciate lower costs.
Minor Issues with Integrated Features: Some reviews pointed out occasional hiccups, like limited functionality with the integrated calling app or the need for additional CRM integrations.
Bevatel
Pros
Ease of Use: Some users believe Bevatel is a simple and intuitive solution that makes communication efficient.
Professional Call Center System: Bevatel's call center and CRM systems are highly regarded for their professionalism and their impact on customer support operations.
Audio Transcription and Integration: Features like audio transcription and seamless integration with third-party software are appreciated.
Cons
Customer Support Development: While support is generally seen as strong, some users feel there’s room for improvement in customer support responsiveness.
Price Could Be Lower: Some users felt the pricing, while reasonable, could be reduced further.
Longer Call Handling Time: A few users mentioned that calls could take longer than desired.
No Auto Switching for Minutes: There is no automatic switching between inbound and outbound minutes, which some users noted as a downside.
Globitel
Pros
Server Performance and Stability: Users reported significant improvements in server uptime and overall performance after switching to Globitel. The platform is described as stable, with no major service interruptions.
Data Backup and Migration: Managed data backup is frequently mentioned as a feature that relieves users of manual backups, providing security and convenience.
Cons
Pricing: While users appreciate the service, some expressed a desire for more affordable pricing, suggesting that the cost could be more accessible.
Limited Communication with Technical Support: One user mentioned a lack of communication with the technical support team during critical moments, impacting their ability to solve issues efficiently.
Lack of a Mobile App: Another drawback mentioned is the absence of a mobile app, which would enhance user experience by allowing easier management on the go.
Knowlarity
Pros
Easy Setup and Integration: Knowlarity offers a ready-made telephony solution that can be implemented within a few days with minimal customization. It integrates well with CRM tools like Zoho and Freshdesk, helping businesses streamline operations and reduce call handling times.
Cost-Effective for Larger Teams: Users with five or more callers find Knowlarity more affordable compared to competitors like Ozonetel and Exotel. For teams with 20 or more callers, it becomes a clear cost-saving solution.
Valuable Features: Knowlarity provides useful features such as call recording, analytics, and active call monitoring, which enhance call center team management and help improve performance.
IVR Services: The IVR (Interactive Voice Response) system is well-received for its innovation and effectiveness in managing customer interactions.
Cons
High Modification Costs: While setup is easy, making changes to the telephony system post-implementation can be costly. Adjustments like adding IVR options require the same initial setup fees, which can deter businesses from making necessary updates.
Slow Customer Support: Several users report that Knowlarity's customer support can be slow and inefficient, with teams sometimes lacking focus when addressing critical issues.
Technical Issues and Pricing Concerns: One user described the service as expensive and plagued by technical problems, with limited support for porting to other providers.
Limited Dashboard Information: While the reporting system works, some users feel the dashboard lacks sufficient real-time data, and they’d prefer more detailed metrics directly accessible.
IVR Transfer Delays: Occasionally, users experience delays in IVR transfers, impacting the overall experience.
NICE
Pros
Ease of Use: Some users find NICE CXone easy to navigate, with an intuitive UX design and simple functionality. It's user-friendly and allows agents to focus on customer interactions without technical distractions.
Real-Time Monitoring and Reporting: CXone offers strong real-time monitoring, business intelligence (BI) reporting, and the ability to run detailed reports on demand. This provides managers with better oversight of agent performance.
Robust Features: The platform supports a variety of call center needs, from handling inbound and outbound calls to ACD (Automatic Call Distribution), call recording, and quality management. Its integration with CRMs and other tools enhances team performance.
Flexibility and Innovation: Users highlight the platform’s flexibility and constant upgrades, making it an adaptable tool for call centers over time. Several reviews mention long-term satisfaction with how CXone has evolved and improved.
Cons
Technical Issues: Some users report technical difficulties, including sync issues with real-time dashboards, system crashes, and agents being logged out unexpectedly. While these are typically resolved by the support team, they can be frustrating.
Customer Support Delays: Several reviews mention that while customer support is helpful, it can be slow, often needing to escalate issues to back-office teams, which delays resolution.
Pricing: CXone is seen as expensive, although most users acknowledge that the platform's value justifies the cost. For smaller teams or businesses with tighter budgets, the high price point may be a limitation.
Limited Features in Specific Areas: While CXone operates properly in call management, some users saw its email capabilities and certain reporting features (like Quality Management Analysis, QMA) as lacking. These features are either less advanced or have a steeper learning curve.
Invoicing and Portal Issues: A few users have complained about recurring invoicing issues and challenges with the platform’s password and login system.