1- Ticketing System
Customers might need help using any product or service. So, they will ask for support from the provider offering this deliverable. So, it’s your responsibility to solve their issues and avoid repetition if possible. If you have one customer, managing his complaint will be easy. Imagine you’ve got ten customers; yeah, it's still simple. What if you have more than 100 customers? That’s what we talk about. Complaint management needs a system that facilitates recognizing the issue and provides a basic visualization of how the problem is getting solved. So, every ticket the customer issues is a complaint the assigned support individual should deal with. This kind of management allows the support operations team to sort, determine priorities, and process every ticket in the queue.
2- Analytics and Reporting
Analytics and reports that customer support software delivers can help you determine the type of issues your business receives from customers. So, it becomes an indication that leads you to the features, processes, or even departments that need more attention from your side due to repeated complaints.
3- Live Chat and Communication Tools
Customer support software does not depend only on voice calls. Over time, live chats have proven their efficiency, and customers see them as quicker and more practical communication tools. Also, with the API technological feature, Whatsapp has become another superb option, in addition to other social media messengers
4- Automation
With the help of automated workflows, your business's increasing need to hire new agents will reach a limit. It does not only reduce costs but also facilitates operations. So, your business time is saved for more complex and challenging tasks.
Top Customer Support Software Providers in the UAE in 2025
Reliable, fast connectivity applications are guaranteed by the UAE's strong infrastructure. Top-tier internet and a broad 5G network make it simple for SaaS and IT firms to satisfy consumer demands. Additionally, the need for digital transformation is increasing. As a leader in scalability, flexibility, and cost-effectiveness, the UAE has the most potential in the MENA region, particularly in the area of cloud computing.
ZIWO
As a customer support tool, Ziwo improves agent productivity by consolidating customer communication, enabling easy access to conversation histories, and streamlining operations with APIs and workflow management tools. It also supports international operations by providing local phone numbers in over 150 countries, making it ideal for businesses looking to scale globally. Ziwo is a cloud-based contact center solution that simplifies and enhances customer interactions. It offers omnichannel capabilities, allowing businesses to manage voice calls, WhatsApp messages, and chat communications through a single interface. The software supports integrations with over 15 major CRM platforms, including Salesforce, Zoho, and HubSpot, ensuring seamless workflows. Its key features include high-quality voice calls, advanced customer profiles with interaction history, and scalability for businesses of various sizes and industries, such as retail, real estate, and finance.
Sprinklr
Sprinklr’s unified contact center software is designed to centralize customer support operations across multiple channels on a single platform, including social media, messaging apps, email, and voice. It enables businesses to provide a seamless, omnichannel customer experience, ensuring consistent service regardless of the communication method.
Maqsam
Maqsam can handle inbound and outbound calls for customer support, automate call routing with IVR, monitor call quality, and track performance through live dashboards and reports. These tools ensure efficient handling of customer inquiries, real-time insights for supervisors, and enhanced customer satisfaction. It also supports multi-channel communication, enabling businesses to connect via calls, SMS, and other messaging platforms, making it a versatile option for customer service teams.
Callgear
CallGear enhances customer support by ensuring efficient call routing, reducing wait times, and enabling detailed interaction analysis. Its call recording and speech analytics tools allow businesses to refine their support strategies. With real-time monitoring and performance tracking, managers can ensure high service standards and promptly address customer concerns.
3CX
As a customer support tool, 3CX enhances service delivery by linking customer information directly to calls, improving personalization, and reducing response times. It also supports agent productivity with features like live call monitoring, call recording for training, and integrated web conferencing for collaboration.
Genesys
Genesys is a contact center solution designed to streamline customer interactions across multiple channels, leveraging advanced analytics. The Genesys Cloud CX platform is a cloud-native system offering omnichannel routing, interaction voice response (IVR), predictive routing, workforce management, and comprehensive analytics. It enables businesses to manage customer interactions across voice, chat, email, and social media. Genesys is suitable for companies of all sizes, providing scalability and flexibility to meet the demands of dynamic customer service environments.
Avoxi
AVOXI enhances operational efficiency through intelligent routing for customer support, ensuring customers are connected to the most appropriate agents. It supports real-time call monitoring, agent coaching tools like call whispering and scoring, and comprehensive analytics for tracking performance metrics such as call resolution rates and customer satisfaction. The software is accessible via a web-based interface, allowing agents to work remotely and providing flexibility in team management. Additionally, its integration with CRM and helpdesk platforms enables streamlined workflows, allowing agents to access customer information during interactions.
Ameyo
Ameyo is a contact center software platform designed to enhance customer service operations by enabling businesses to manage multichannel interactions efficiently. It offers automated ticketing systems, omnichannel support, and advanced analytics to optimize customer engagement and agent productivity. Ameyo is particularly useful for businesses aiming to streamline customer support while maintaining high levels of security and compliance. It is trusted by companies across sectors like BFSI, healthcare, e-commerce, and telecommunications, making it a versatile choice for managing diverse customer service needs.
Voiso
As a customer support tool, Voiso enables businesses to deliver efficient, multi-channel service while leveraging insights to optimize operations. Its easy setup and scalability make it an attractive choice for companies aiming to enhance customer satisfaction and agent productivity. Voiso is a cloud-based contact center solution designed to enhance both inbound and outbound customer communications. It supports omnichannel interactions, including voice, SMS, web chat, and popular messaging apps such as WhatsApp and Telegram, all managed through a unified interface. Key features include skills-based call routing, interactive voice response (IVR) systems, AI speech analytics for sentiment analysis and compliance monitoring, and predictive dialing to streamline outbound campaigns.
Bevatel
Bevatel is a cloud-based contact center solution that supports customer service, sales, and technical operations. It offers tools for handling customer interactions via multiple channels, including phone, SMS, email, and social media platforms like WhatsApp, Twitter, and Instagram. The platform integrates with CRM systems and other business applications, enabling businesses to streamline communication and operational workflows.
Globitel
Globitel's contact center software facilitates efficient customer support by enabling effective workforce management, ensuring quality assurance, and providing comprehensive call recording and analytics.
Knowlarity
Knowlarity is a cloud-based contact center software solution that simplifies and enhances business communication through virtual numbers, IVR systems, call tracking, click-to-call services, and progressive dialers. It suits businesses looking for scalable and customizable solutions to manage customer interactions effectively.
NICE
NICE CXone is a robust cloud-based contact center solution integrating multiple customer support and operational features into a unified platform. It offers tools for omnichannel communication, workforce management, insights, and automation. With support for over 30 communication channels, including voice, chat, social media, and email, CXone facilitates seamless customer experiences across platforms. It is particularly valued for its scalability, high uptime reliability (99.99%), and stringent compliance standards, such as PCI, GDPR, and HIPAA, making it suitable for industries like healthcare, finance, and government.
User Insights: Experiences With Customer Support Software in the UAE
Now, it’s essential to know the users’ feedback about each software from the perception of customer support. Does the software help them support their customers, or does it become another obstacle that makes the job more challenging?
ZIWO
Ziwo is praised for its reliability and efficiency in supporting customer service teams. It suits businesses looking for a cost-effective and scalable contact center solution. Fast deployment, new AI-powered features, or transparent pricing plans are advantages any company can use once subscribed to the solution.
Sprinklr
Users frequently praise Sprinklr integration capabilities, which include AI-powered tools like real-time sentiment analysis and conversational analytics. These features help maintain context and continuity across interactions, enhancing customer experience.
Maqsam
Maqsam supports multi-channel communication, including voice and messaging. The platform emphasizes ease of use with a simple interface and tools for effectively managing call activities and customer interactions. Users appreciate Maqsam’s ability to provide real-time analytics and call recordings, aiding in performance tracking and quality assurance.
Callgear
Though widely praised for its integration capabilities and user-friendly features, CallGear has few user reviews. This lack of feedback makes it challenging to gauge real-world performance, usability, and customer satisfaction compared to competitors like JustCall or AirCall, which have higher review volumes and ratings. If your focus includes robust reviews and broader user insights, alternatives with extensive customer feedback might offer better evaluation opportunities.
3CX
3CX has a good reputation for enabling businesses to enhance customer communication strategies while staying budget-friendly. It is a strong contender for organizations seeking a robust, all-in-one call center solution. It is also widely praised for its ease of use, scalability, and cost-effectiveness. Its open standards platform allows businesses to manage communications on-premises or in the cloud, providing flexibility for various operational needs.
Genesys
Users frequently highlight Genesys's intuitive interface, ease of configuration, and strong customer support. Genesys Cloud CX provides real-time dashboards and analytics to monitor performance and improve decision-making. It also integrates well with CRM systems, enabling a seamless flow of customer data to enhance personalized support. Moreover, its flexibility allows businesses to customize workflows and deploy updates without significant disruptions.
Avoxi
Users have varying opinions about Avoxi's call center solution. While some criticize the system for not working and poor customer support, others praise it for providing highly reliable, feature-rich voice technology. The feedback ranges from dissatisfaction with support services to recognition of Avoxi's contributions in offering VoIP solutions.
Ameyo
Users generally have positive opinions about Ameyo's call center solution for customer support. They appreciate its ease of use, good voice quality, and ability to monitor live calls. Many users find it user-friendly and efficient for managing call center operations, particularly in the BPO sector.
Voiso
Users' feedback on the Voiso call center solution is primarily positive, highlighting its excellent customer service and personalized approach to understanding clients' needs. The software's AI-driven features, such as speech analytics and sentiment analysis, have been commended for enhancing call efficiency and customer interactions.
Bevatel
Users' feedback on the Bevatel call center solution has been largely positive, with many appreciating the cloud-based system's ability to enhance customer call handling, communication efficiency, and professional interactions. The software's features, such as integrated CRM, real-time reports, and live monitoring screens, have been praised for their effectiveness in managing customer service operations.
Globitel
Users of Globitel call center solutions have expressed satisfaction with the SpeechLog Quality software, praising its ability to drive customer satisfaction and enhance workforce efficiency. Users highlight the platform's multi-lingual support and focus on quality assurance as valuable assets for improving the overall customer experience. Additionally, the Globitel Workforce Management (WFM) has been noted for its capability to optimize the performance of customer engagement centers across various business sizes, showcasing its versatility and effectiveness.
Knowlarity
Users have acclaimed Knowlarity IVR for its good API that enables custom integrations and seamless tie-ins with third-party CRM applications. Additionally, Knowlarity's cloud-based telephony solution has garnered praise for simplifying call center infrastructure and enabling remote operations, with users lauding its usefulness in call tracking and cooperative customer support.
NICE
Users of NICE CXone, a cloud-based contact center platform, have offered positive feedback on its comprehensive features, such as call recording, monitoring, analytics, and omnichannel communication. They emphasize how NICE CXone benefits call center agents and customers by enhancing efficiency and enabling exceptional customer experiences.
User Insights: Experiences With Customer Support Software in the UAE
Now, it’s essential to know the users’ feedback about each software from the perception of customer support. Does the software help them support their customers, or does it become another obstacle that makes the job more challenging?
ZIWO
Ziwo's call center solution offers several features that facilitate its implementation as a business customer support software.
- Cloud-Based and Fast Deployment: Ziwo is a cloud-based solution that can be deployed in minutes. It eliminates the need for extensive infrastructure and allows businesses to scale rapidly across regions while complying with local regulations, such as using local numbers and hosting options.
- Omnichannel Communication: Ziwo integrates multiple communication channels, including voice calls, WhatsApp, SMS, and more, into a single interface. This consolidating conversation histories and customer profiles enables seamless interaction and better customer experience.
- Integration with Existing Tools: Ziwo integrates with over 15 popular CRM and helpdesk tools such as Salesforce, Zendesk, HubSpot, and Zoho. Additionally, it provides 500+ APIs for customization to fit various business needs.
- Comprehensive Admin Interface: Call whispering, the ability to add and remove agent users, and customize access; these features and more make a powerful admin interface.
Sprinklr
Sprinklr’s call center solution facilitates seamless implementation for companies by offering several key features designed to streamline customer support operations.
- Omnichannel Support: Sprinklr enables communication across 30+ channels, including social media, email, chat, and voice, ensuring a unified customer experience. The platform consolidates all interactions, allowing agents to provide consistent and personalized responses.
- Unified Agent Interface: Sprinklr provides a unified agent desktop, enabling access to all customer data, history, and relevant tools in one place. This enhances agent efficiency and helps deliver a superior customer experience.
- Ease of Integration: With over 50 off-the-shelf integrations, including CRMs and third-party software, Sprinklr easily integrates with existing business systems, facilitating smooth implementation and operation.
Maqsam
Maqsam facilitates the implementation of its call center solutions with several features designed to simplify and enhance customer support operations for businesses.
- Interactive Voice Response (IVR): Maqsam offers a customizable IVR system that allows businesses to design voice menus tailored to their needs. This ensures calls are routed efficiently and messages recorded accurately, helping streamline communication flows and minimize customer wait times.
- API Integration and CRM Compatibility: The platform supports seamless integration with popular CRMs like Zendesk, Zoho, Salesforce, and more, ensuring compatibility with existing software stacks. This allows for better data synchronization and a unified workflow.
- Call Analytics and Reporting: Maqsam provides in-depth analytics and reporting tools to measure team performance, call quality, and customer satisfaction, enabling data-driven decision-making for improved service delivery.
Callgear
CallGear offers several features that facilitate its implementation as a customer support software solution, making it a strong choice for businesses looking to enhance their call center operations.
- Customizable Interactive Voice Response (IVR): CallGear allows businesses to configure an IVR system tailored to their needs. This feature helps route calls efficiently, reduce wait times, and improve customer experience by providing pre-recorded messages and options based on customer inquiries.
- CRM Integration: CallGear integrates seamlessly with popular CRM platforms like HubSpot, Zoho, amoCRM, and Bitrix24. This integration provides access to complete call logs, recordings, and client histories within CRM systems, ensuring agents have the context needed for customer interactions.
- Call Recording and Analytics: The platform includes robust call recording and analytics tools. These features allow businesses to monitor agent performance, address customer complaints, and gather insights to refine communication strategies.
3CX
3CX is a versatile call center solution designed to simplify business customer support operations. Its implementation is facilitated by various features that enhance functionality, scalability, and ease of use.
- Unified Communication Tools: 3CX combines voice, video, messaging, and live chat in a single platform, enabling seamless communication across multiple channels. The platform also integrates with popular tools like WhatsApp, Facebook Messenger, and Microsoft Teams to expand its reach.
- Cross-Platform Accessibility: It offers apps for Windows, iOS, Android, and a web-based client, ensuring that users can access the system from various devices. This flexibility supports remote work and mobile teams effectively.
- CRM Integration: 3CX supports integration with CRM systems, enhancing customer service by providing agents with immediate access to customer data during interactions. It also enables workflow automation.
Genesys
Genesys offers a feature-rich call center solution that simplifies implementation and optimizes customer support operations for businesses.
- Unified Cloud Platform: Genesys operates on a single-code-based cloud platform, reducing complexity by eliminating the need for disparate systems. This streamlined architecture enhances reliability and simplifies updates and integrations, making deploying and maintaining the software easier.
- Omnichannel Support: Genesys provides seamless customer engagement across multiple channels, including voice, chat, email, and social media. Its omnichannel capabilities ensure consistent customer experiences, even as interactions switch between platforms, which is essential for modern customer support needs.
- Customizability and Scalability: The platform supports extensive customization through open APIs and integrations with third-party tools, making it adaptable to different business needs. Its flexible architecture also allows businesses to scale operations efficiently based on demand.
Avoxi
Avoxi call center solution facilitates smooth implementation for businesses by offering a range of features that simplify setup, enhance integration, and boost operational efficiency.
- Easy Setup and Global Scalability: Avoxi allows companies to launch their contact center quickly—often within minutes—and provides the ability to add or remove agents, manage virtual phone numbers from 160+ countries, and handle diverse operational scales with ease. There are no setup fees or long-term contracts, making it accessible for businesses of all sizes.
- Comprehensive CRM and Tool Integrations: Avoxi integrates with over 50 popular CRM and helpdesk tools, such as Zendesk, HubSpot, and Freshdesk. These integrations enable automated call logging, contextualized caller information via screen pops, and smoother platform workflows. These integrations significantly reduce manual errors and increase efficiency.
- Real-Time Analytics and Monitoring: The platform includes advanced analytics that provides insights into call performance, including metrics like wait times, abandonment rates, and agent productivity. Real-time monitoring allows supervisors to track and optimize call flow dynamically.
Ameyo
Ameyo is a robust call center solution designed to simplify implementation and streamline customer support operations.
- Omnichannel Support: Ameyo enables customer interactions through multiple channels, including voice, email, social media, and chat, while preserving the context of conversations. This ensures seamless customer journeys across touchpoints.
- Cloud-Based Flexibility: Businesses can deploy Ameyo via private, public, or hybrid cloud options. This allows agents to work remotely with secure, 24/7 access from any device, reducing the need for extensive IT infrastructure.
- Automated Workflows: Features like predictive dialers, automated call distribution (ACD), and interactive voice response (IVR) optimize call routing and agent allocation. Automation rules also allow predefined actions based on triggers to save time and enhance customer engagement.
Voiso
Voiso is a flexible and feature-rich cloud-based call center solution that facilitates its implementation as customer support software for businesses through several key features.
- Quick Setup and Scalability: Voiso allows companies to get started in less than 24 hours without setup or maintenance fees. This rapid deployment makes it easy for businesses to integrate Voiso into their operations without significant delays or overhead costs. The platform supports businesses of various sizes, offering pay-as-you-go pricing for licenses and minutes, ensuring flexibility and cost-efficiency.
- Omnichannel Capabilities: The software enables communication across multiple channels, including phone, SMS, web chat, and popular messaging apps like WhatsApp and Telegram. This integration ensures that customer interactions are unified within a single interface, improving agent efficiency and customer satisfaction.
- Cloud-Based Accessibility: Voiso supports remote work by enabling agents to access the platform from anywhere, enhancing flexibility for distributed teams.
Bevatel
Bevatel's call center solution offers a range of features designed to facilitate its implementation as an effective customer support software for any company.
- Cloud-Based Accessibility: The system is entirely cloud-based, enabling remote operation and eliminating the need for complex installations. It allows customer service teams to work from anywhere while maintaining centralized management.
- Call Management Tools: Call Recording: Automatically records calls for up to 30 days, aiding in quality assurance and staff training. Call Forwarding: Transfers calls to appropriate departments or staff, improving response efficiency. Waiting Features: Plays music or pre-recorded messages for callers in queues, reducing perceived wait times.
- Interactive Voice Response (IVR): Offers automated responses to direct callers to appropriate departments, ensuring quick resolution.
Globitel
Globitel's call center solutions offer comprehensive features designed to enhance customer support for companies across various industries.
- Comprehensive Monitoring and Analytics: SpeechLog Analytics allows real-time and post-call analysis to extract customer insights, improving communication strategies and service delivery. SpeechLog Quality provides tools for quality assurance by enabling monitoring and assessment of customer-agent interactions, ensuring consistent service levels.
- Integration Capabilities: The solutions integrate seamlessly with existing CRM systems and telephony platforms, streamlining operations and ensuring data consistency across systems.
- Real-Time Data and Reporting: The Performance Management Platform centralizes data collection from various systems, enabling real-time performance evaluation. It offers customizable dashboards and KPI tracking to meet specific business needs.
Knowlarity
Knowlarity's call center solutions facilitate customer support implementation by leveraging cloud-based technology and a suite of advanced features.
- Cloud-Based Agility: Knowlarity's cloud platform allows businesses to quickly set up and scale customer support operations without heavy hardware investment. This ensures rapid deployment and cost-effectiveness, particularly for dynamic customer service needs like product launches or seasonal demand.
- Multichannel Support: The solution integrates communication channels such as voice, email, chat, and social media. This ensures customers can choose their preferred method of interaction, enhancing accessibility and satisfaction.
- Interactive Voice Response (IVR): Knowlarity offers customizable IVR systems that handle initial customer interactions efficiently, reducing agent workload and streamlining call routing.
NICE
NICE offers a call center solution powered primarily by its CXone platform, which is designed to facilitate customer support across industries.
- Unified Platform: NICE CXone integrates multiple communication channels (voice, chat, email, social media, and more) into a single platform, enabling seamless omnichannel customer experiences. This integration simplifies management and enhances customer satisfaction by ensuring continuity across touchpoints.
- Scalability and Flexibility: As a cloud-native solution, NICE CXone offers virtually unlimited scalability to accommodate demand spikes. Its flexibility allows businesses to customize workflows and quickly adapt to changing customer service needs.
- Comprehensive Analytics: NICE provides detailed analytics, including interaction and performance insights, which help businesses improve customer service strategies. Tools like Enlighten AI analyze customer interactions to identify patterns and suggest improvements.
Cost Analysis of Customer Support Software in the UAE
The cost of customer service is another factor that might affect your decision about choosing that solution or this one. However, some solutions require effort and time, which is time-consuming. This section investigates the pricing plans of the Best customer support software in the United Arab Emirates (UAE). Here, you can find the most cost-effective solution among these solutions.
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 |
Evaluating the Strengths and Weaknesses of Customer Support Software Providers in the UAE
Comparing the pros and cons of each customer support software in the UAE is essential to determine which side is dominant from your perspective.
ZIWO
Ziwo is API-centric cloud-based contact center software ideal for integration with various CRM systems and other tools. The platform provides key features such as real-time dashboards, automatic call recording, IVR (Interactive Voice Response) support, and queue management. Ziwo supports inbound call center operations and manages outbound calls, making it suitable for a range of customer support needs.
Pros
- User-Friendly Interface: Many users highlight Ziwo's ease of use, with an intuitive dashboard that simplifies call and team management.
- Customizable and Feature-Rich: The software supports multilingual interfaces and has robust tools for call tracking and recording, which enhance performance monitoring and reporting
- Reliability: Users often appreciate its stability, minimal downtime under normal conditions, and compatibility with various systems.
Cons
- Language Support and Other Add-Ons: While the platform supports multiple languages, there have been suggestions for expanding this further and adding additional features like emotion analysis. However, Ziwo listens carefully to these suggestions as emotion analysis, for instance, is at the soft launch stage.
Sprinklr
Sprinklr's call center solutions, part of its broader Unified-Customer Experience Management (Unified-CXM) platform, are recognized for offering advanced tools for customer service and engagement. Here are some insights based on user reviews, highlighting its pros and cons:
Pros
- Comprehensive Analytics: Robust analytics and reporting tools provide actionable insights into customer behavior, enabling better decision-making.
- Ease of Use: Users appreciate its intuitive interface, which minimizes the learning curve for agents.
- Integrated Workflow: Sprinklr combines various communication channels (social, digital, and voice) into a unified platform, streamlining operations and ensuring seamless customer interactions.
Cons
- Complex Customization: While feature-rich, some users find the configuration and customization processes complex
- Specialization Perception: Despite its capabilities, Sprinklr is often perceived as primarily a social media management tool rather than a dedicated customer support platform
Maqsam
Maqsam is a call center solution designed for businesses seeking efficient communication tools. It offers features such as auto-dialers, call recording, IVR, real-time reporting, and integrations with third-party software. It also supports multi-channel communication, including voice and messaging. The platform emphasizes ease of use with a simple interface and tools for effectively managing call activities and customer interactions.
Pros
- Ease of Use: Many users praise its intuitive interface and clear navigation. Features like call tracking, monitoring, and reporting are straightforward to access.
- Performance: Users highlight the platform’s stable network and quick connectivity, with some noting superior dialer efficacy compared to other solutions.
- Support: Customer service is often described as responsive and helpful.
Cons
- Connectivity Issues: Some users report call disconnections or delays, especially in areas with poor internet quality or specific regions like parts of Africa.
- Mobile App Limitations: The mobile application occasionally lags, and there are challenges with country code misalignment during calls.
- Cost Concerns: A few reviewers find the pricing slightly high due to the hidden costs along the implementation journey.
Callgear
Reviews for CallGear as a call center and customer support solution highlight its efficiency in call tracking, virtual PBX services, and integration with CRMs. The software is particularly valued by marketing agencies and businesses seeking to optimize their communication strategies. Here are the summarized pros and cons based on user feedback:
Pros
- User-Friendly Interface: The platform is designed with ease of use in mind, making it accessible for users with varying technical expertise.
- Comprehensive Features: CallGear offers robust functionalities like call tracking, real-time analytics, CRM integrations, and customizable dashboards.
- Effective Call Routing: Automated call routing and IVR features enhance operational efficiency.
Cons
- Cost: Some users feel the pricing, which starts at $39/month, could be a consideration for smaller businesses.
- Limited Advanced Reporting: While the analytics features are helpful, some users seek more advanced reporting capabilities
3CX
3CX is a call center solution offering a unified communication system with features like VoIP calling, video conferencing, CRM integration, and mobile apps.
Pros
- Affordability: Users highlight 3CX's affordability, feature richness, and intuitive interface. Small and medium-sized businesses find it especially beneficial due to its low-cost licensing and scalability options.
Cons
- Limited Customization: Some users report challenges with high call volumes, limited customization, and occasional integration difficulties with other software like CRM systems. Additionally, some consider advanced analytics features to be lacking.
Genesys
Genesys Cloud CX is a highly regarded call center solution offering robust tools for customer support and experience management. It is designed to integrate multiple communication channels, including voice, email, chat, and social media, into a unified platform. This omnichannel approach ensures seamless customer interactions and enhances operational efficiency.
Pros
- Well-established Solutions: Genesys is suitable for enterprises offering on-premises and on-cloud solutions.
- Customer Support: While Genesys offers a comprehensive support system, some users have reported occasional delays in resolving technical issues. However, most users appreciate the availability of vendor support and training.
- Cost vs. Value: Users generally find the software's pricing justified by its extensive functionality and business value. However, it is a significant investment for smaller companies.
Cons
- Learning Curve: The depth of features can make onboarding challenging without adequate training resources.
- Customization Complexity: While the platform allows customization, some users find it requires advanced expertise to leverage fully. The call center solution seems super complex to many users; it also includes many features that seem useless to them.
Avoxi
AVOXI is a cloud-based communication platform offering VoIP and contact center solutions with features like international phone numbers, call recording, IVR, and integrations with popular tools like Salesforce and Zendesk. It is well-regarded for its ease of use, scalability, and ability to reduce hardware dependency.
Pros
- Ease of Use: Users appreciate the intuitive interface and straightforward setup process, which makes it easy for non-technical teams to adopt
- Flexibility: Scalable plans and integration with various business tools help businesses of all sizes, particularly those needing global communication capabilities.
- Customer Support: While opinions are mixed, many users commend AVOXI’s responsive and friendly support team, which enhances the overall experience.
- Call Quality and Analytics: High-quality voice services and detailed analytics like emotion analysis allow businesses to improve customer interactions.
Cons
- Customization: Some features lack customization options, limiting the platform’s flexibility for specific needs.
- Uptime and Reliability: Users reported occasional service interruptions and lower call quality, particularly for international calls.
- Onboarding and Documentation: The setup for advanced features like multi-level IVR can be challenging without detailed guidance.
- Billing and Pricing: Pricing is considered competitive, but there are concerns about billing transparency and high costs for small businesses.
Ameyo
Amey is a contact center solution designed for agents to handle customers’ inquiries, issues, and cases through phone, email, social media, and SMS. Its interface is easy to use, and many consider the solution scalable.
Pros
- Omnichannel Capabilities: From query management to skill-based routing, Ameyo supports businesses in using all communication channels.
- Scalability: Ameyo can handle large volumes of calls, which makes scalability opportunities probable for businesses using this customer support software.
- Automation Features: Automated ticket routing enhances the speed and accuracy of response.
Cons
- Connectivity and Lags: Users report lagging and loading delays during high call queues, affecting customer satisfaction.
- Limitations with reporting: Compared to other customer support software, analytics and reporting tools are less efficient, and the performance assessments could be much more profound.
- Pricing concerns: Many users consider Amey an expensive solution or slightly pricey compared to other software.
Voiso
Customer support software like Voiso quickly gains users' attention with its ease of use, reliability, and advanced features. However, there’s always room for improvement, and users share the same opinion.
Pros
- User Experience: Voiso software's ease of use makes it a simple solution for employees to learn and develop their skills. This reflects on the experience the customers pass through.
- Customization: The software can tailor its features to the elements of the business.
- Value for money: Many reviewers would say that the pricing is reasonable relative to the features provided.
Cons
- Feature gaps: Many users find there is a lack of updates in the offered features, where the capabilities are not comprehensive enough.
- Technical issues: There are connection interruptions related to the payment gateway where glitches occur on doing payments from the client’s side.
Bevatel
User reviews for Bevatel call center solutions highlight its user-friendly design, suitable features, and professional customer support, making it effective for enhancing customer service and marketing operations.
Pros
- Feature-Rich: It includes critical features like IVR, voicemail, and call tracking, along with marketing automation and sales pipeline management, which help improve operational efficiency.
- Reliable Support: Users commend Bevatel's customer support team for their professionalism, promptness, and expertise in tailoring solutions.
- Integration Capabilities: Bevatel seamlessly integrates with existing infrastructure, enhancing its flexibility for diverse business needs
Cons
- Limited Reviews: While user feedback is overwhelmingly positive, the small sample size may limit the representativeness of these reviews.
- Pricing Transparency: Bevatel does not publicly share pricing details, requiring direct vendor contact to obtain quotes.
Globitel
For its workforce management and customer engagement capabilities, many users value what Globitel delivers to them.
Pros
- Comprehensive features: Globitel offers robust functionalities like real-time monitoring, performance analytics, and skills-based routing, which are useful for optimizing customer interactions and workforce management.
- Scalability: The platform is adaptable for businesses of various sizes and industries, including telecom, banking, and retail.
- User-Friendly interface: Many users appreciate its intuitive design, which helps reduce the training time for new agents.
Cons
- High Initial Costs: The one-time licensing fee for some of its solutions may be a barrier for smaller businesses or those with budget constraints.
- Integration Challenges: Some users noted that integrating Globitel with other third-party tools or existing systems can be complex and require professional support.
- Limited Customization: While effective out of the box, certain advanced features may lack the flexibility required for highly tailored use cases.
Knowlarity
User reviews for Knowlarity call center solutions reveal a mix of positive and critical feedback regarding its functionality as customer support software. Here’s an overview of the insights:
Pros
- Ease of Deployment: Knowlarity is praised for its quick and straightforward implementation, often requiring minimal setup time (4–5 days) and few customizations.
- Cost-Effective for Larger Teams: For businesses with teams of five or more agents, Knowlarity is considered a cost-efficient option compared to competitors like Exotel and Ozonetel.
- Modern Interface: The platform is designed to simplify contact center tasks, improving agent navigation and customer interaction.
Cons
- High Cost of Modifications: While the initial setup is easy, changes to existing configurations, such as adding new IVR options, can incur significant costs. This rigidity discourages businesses from modifying their setup over time.
- Limited Customer Support: Customer service scores have been noted as lower compared to other platforms, which may impact problem resolution speed and quality.
NICE
User reviews for NICE CXone, a prominent cloud-based contact center solution, highlight its effectiveness in managing customer interactions across various channels with advanced features. Here are the key pros and cons based on user feedback:
Pros
- Omnichannel Suppor: Enables seamless transitions across communication channels like voice, chat, and email, ensuring a unified customer experience.
- Scalability: The cloud-based architecture allows businesses to scale usage according to demand.
- Advanced Analytics: Offers robust analytics tools for understanding customer behavior and improving interactions.
Cons
- Complex Pricing: The tiered pricing structure and optional add-ons can be confusing and expensive for some businesses.
- Learning Curve: The extensive feature set may be overwhelming for companies with simpler needs.
- Call Stability Issues: Occasional dropped calls or connection problems have been reported.