Top 15 contact center solutions for your business [2025]

If you’re evaluating contact center solutions, chances are you’re looking to fix something: long wait times, disjointed support, dropped calls, or agents stuck toggling between tools. The right platform can turn all of that around, helping you respond faster, personalize every interaction, and scale support without burning out your team.

The problem? Every provider claims they can do it all.

That’s why we put together this guide to the 15 best contact center solutions — to help you cut through the noise and find the right fit for your business and your customers.

A contact center solution is software that helps businesses communicate with customers across multiple channels — like voice, chat, email, and social media — all from one centralized platform. It gives support teams the tools they need to respond faster, personalize interactions, and keep conversations consistent.

• For agents, it means real-time AI support, intelligent routing, easy access to customer history and behaviors, and a centralized knowledge base that helps them solve issues quickly.
• For managers, it means performance tracking and optimized forecasting and scheduling to make sure the most-qualified agent handles each inquiry. 

For customers, it means more seamless, personalized experiences. They can reach your business through the communication channel they prefer, get connected to the right person faster, and avoid repeating themselves with every interaction.

Cloud vs. traditional contact center solutions

Traditional contact centers run on hardware and software hosted on-site. That means your IT team is responsible for installing, maintaining, and updating everything, from servers to security. These setups can work well but are often costly, time-consuming, and harder to scale.

Cloud contact centers run entirely online. Your SaaS provider handles the infrastructure, security, and updates, so your team can focus on providing exceptional customer experiences. They’re easier to set up, more flexible for remote teams, and can scale as your business grows.

With Zoom Contact Center, you get the benefits of cloud — plus AI, video, and unified communications — all in one platform. It’s built to support both your agents and your customers, no matter where they are.

We’ve created a list of the top contact center solutions to help you compare features, pricing, and capabilities. Whether you’re prioritizing AI capabilities, omnichannel support, or remote team flexibility, there’s something here for every business.

1. Zoom Contact Center for AI-first unified communications

Zoom Contact Center

Best for

AI-powered unified communications

G2 rating

Pros

• Voice, video, SMS, and chat support

• Easy to scale

• Integrates with CRM tools

• Pay only for agent use

Cons

• Relies heavily on internet quality

• Higher starting price than some competitors

Key features

• Cloud-based platform

• Drag-and-drop setup

• CRM integrations

• Built-in analytics

• Real-time AI agent assistance

• Virtual Agent

Starting price

• $69/agent/month

2. Talkdesk for optimizing resource allocation

Talkdesk

Best for

Optimizing resource allocation

G2 rating

Pros

• Smart call routing

• Over 100 integrations

• AI-driven workflows

Cons

• Costly add-ons

• Mixed audio reviews

• SMS issues reported

Key features

• Call barging

• 100+ integrations

Starting price

• $85/user/month

3. Five9 for an intuitive agent interface

Five9

Best for

An intuitive agent interface

G2 rating

Pros

• Full-feature agent tools

• Sentiment analysis

• Fast call routing

Cons

• High price point

• Steep learning curve

Key features

• Call center data importing

• Call center statistics

• Web callback service

Starting price

• $119/month (digital only)

4. CloudTalk for flexibility in cloud communication

CloudTalk

Best for

Flexibility in cloud communication

G2 rating

Pros

• Global number support

• CRM integrations

• Live chat features

Cons

• Feature access tied to pricing

• Customer service feedback varies

Key features

• 3 way calling

• Power dialer

• Call tagging

Starting price

• $19/user/month

5. Avaya for live engagement

Avaya

Best for

Live engagement

G2 rating

Pros

• Omnichannel support

• Hybrid cloud models

• Rich analytics

Cons

• Support issues

• Complex setup

Key features

• Enterprise behavioral pairing

• Advanced vector routing

• Redirection on IP failure

Starting price

• Contact for quote

6. Genesys for customer experience management

Genesys

Best for

Customer experience management

G2 rating

Pros

• Robust self-service tools

• Great for large orgs

• Omnichannel ready

Cons

• Pricey

• Complicated setup

• Low customer satisfaction ratings

Key features

• Digital customer engagement

• Customer journey analytics

Starting price

• $75/user/month

7. RingCentral for extensive integrations

RingCentral

Best for

Extensive integrations

G2 rating

Pros

• Smooth CRM integrations

• Secure communication

• Consistent voice quality

Cons

• Limited features in basic plans

• Scalability concerns

Key features

• IVR editor

• Real-time coaching

Starting price

• $65/agent/month

8. Nextiva for VoIP and cloud communication

Nextiva

Best for

VoIP and cloud communication

G2 rating

Pros

• Affordable base pricing

• AI features (via Thrio)

• Strong ratings

Cons

• No free trial

• Mobile app concerns

Key features

• Journey orchestration

• Whisper and barge in

Starting price

• $20/user/month

9. Vonage Contact Center for integration with CRM systems

Vonage Contact Center

Best for

Integration with CRM systems

G2 rating

Pros

• Reliable phone quality

• Smart AI tools

• Affordable plans

Cons

• No live chat

• Customer support issues

Key features

• Conversation analyzer

Starting price

• Contact for a quote

10. Dialpad for AI-powered analytics

Dialpad

Best for

AI-powered analytics

G2 rating

Pros

• Real-time call insights

• Dynamic call scripting

• Proprietary AI tools

Cons

• Steep learning curve

• Confusing pricing

Key features

• Call dispositions

• AI CSAT

Starting price

• $15/user/month

11. Aircall for team collaboration

Aircall

Best for

Team collaboration

G2 rating

Pros

• Intuitive UI

• High call quality

• Strong call management

Cons

• Limited integrations

• Minimum seat requirements

Key features

• Call commenting

• Warm transfers

• Parallel calls

Starting price

• $1,080/year (for 3 licenses)

12. NICE CXone for enhanced CX

NICE CXone

Best for

Enhanced CX

G2 rating

Pros

• Powerful AI tools

• Omnichannel routing

• Designed for scale

Cons

• High starting costs

• No integrated business voice platform

• Steep learning curve

Key features

• Dedicated agent and supervisor workspace

Starting price

• $71/user/month

13. Webex Contact Center for integration with enterprise collaboration tools

Webex Contact Center

Best for

Integration with enterprise collaboration tools

G2 rating

Pros

• Collaboration tools

• Proactive AI support

• Scales easily

Cons

• No transparent pricing

• Integration issues

• Unstable performance and call quality

Key features

• Resource monitoring

• Webex integration

Starting price

• Contact for a quote

14. GoTo Connect for simplifying day-to-day operations

GoTo Connect

Best for

Simplifying day-to-day operations

G2 rating

Pros

• Real-time analytics

• Coaching tools

• Smart routing

Cons

• Mobile app issues

• Limited AI capabilities

• No shared hardware devices are offered

Key features

• Drag-and-Drop Call Flow Interface

Starting price

• $29/month

15. Twilio Flex for customization

Twilio

Best for

Customization

G2 rating

Pros

• Many pre-built integrations

• Easy-to-use interface

• Highly customizable

Cons

• Complicated pricing model

• Steep learning curve

Key features

• Agent Copilot

• Google Contact Center AI (CCAI)

Starting price

• $50/user/month

Below, we’ll explore the essential features every contact center solution should offer to optimize performance and enhance the customer experience.

Scalability

You don’t want to have to change your contact center software as your company grows or evolves, so you need a solution that can grow with you. Look for a provider whose platform scales effectively by considering:

• How pricing changes as you add more team members
• Whether there are limits on the number of agents or call volume
• Do service offerings change as your customer base grows, like AI assistants or automated scheduling

Ask yourself: “Can this solution scale with our business growth and adapt to changing customer demands?”

Integration capabilities

Integrating essential apps into your contact center solution helps reduce time wasted managing different apps on various platforms. You want your solution to work seamlessly with your existing systems, including your CRM, accounting tools, and other business software.

Ask yourself: “Does the contact center software support integration with all the specific tools we use?”

AI and automation features

AI tools and automation features help you provide timely responses to customers, allow you to collect and analyze data, and take repetitive tasks off the plates of agents. Look for features like: 

• AI interaction summarization 
• Automatic call routing
• Agent scheduling with AI

Ask yourself: “What tasks do I want to happen automatically, and how can we use machine learning to improve customer service?”

Contact center applications

Many contact centers have applications that allow you to manage and enhance customer interactions. These could include applications for call handling, such as IVR, analytics, and workforce management tools.

Ask yourself: “What tasks do we need help with, and does the contact center offer tools that support those functions?”

Omnichannel support

Omnichannel support integrates different communication channels into your customer service strategy to meet customers where they are, including email, phone, social media, SMS, online chat, and more. 

Consider how you would like potential and current customers to be able to contact you.

Ask yourself: “Does this contact center offer support for the channels our customers want to use?”

Security

Your and your customers’ data must be kept secure. Make sure that the contact center solution has a strong privacy policy that limits who can access your proprietary information and uses enhanced data security techniques to prevent breaches.

Ask yourself: “Do I feel confident this contact center has the right protocols and policies in place to safeguard our data?”

Cost

Most support centers offer different packages — many charge per user and per month. Consider how many agents you have and what level of service you need, and compare prices from different help desks that meet your needs.

Ask yourself: “Is this contact center within budget, and does it provide the best value for the price?”

CRM and third-party integrations

Your support center needs to work with your business’s other software and tools, including your CRM programs and business software, so you can import the data you need to make informed choices.

Ask yourself: “What integrations does it support, and how seamlessly does it connect with my existing tools?”

Workforce management tools

Workforce management tools help you forecast staffing needs. Some programs also aid in managing payroll and automated scheduling.

Ask yourself: “How does this contact center help me manage staffing efficiently so I have the right number of agents available to meet customer demand?”

Video-enabled customer interactions

Some contact center software providers offer video-enabled solutions. These can enhance the customer experience by offering more visual integration. Issues can often be resolved more quickly, and customer service is more personalized when agents and customers meet face-to-face.

Ask yourself: “Will this contact center allow customers and agents to connect over video?”

If you’re looking for a future-ready contact center solution, look no further than Zoom. Zoom Contact Center integrates video, voice, chat, SMS, and email in one simple platform, allowing your business to provide seamless omnichannel support.

With Zoom, you can meet customers where they are and also manage each contact efficiently and effectively to provide timely, responsive, and personalized service. 

Zoom’s advanced AI-driven features help connect customers with the most qualified agent, support high-quality service, and uncover customer pain points.

Elevate your customer service with Zoom Contact Center. Contact us to learn how your business can improve customer service with Zoom Contact Center.

Still need to know more? Here are some answers to frequently asked questions about contact centers.

What are some use cases of a contact center solution?

Contact center solutions enhance customer service in important ways. A contact center can provide agents with in-depth information about customers so they can better answer queries. It is widely used across industries like retail, finance, healthcare, telecom, travel, and utilities to handle everything from order questions to technical support, improving customer satisfaction and efficiency.

The support center may use AI tools to respond to simple questions, route calls to the right agents, provide the support agents need to answer customer queries, as well as customer sentiment. All of this helps provide tailored service that improves client satisfaction.

What is the importance of AI in contact center operations?

AI can streamline many tasks in support operations. From responding to simple queries and automating repetitive tasks to collecting and analyzing large volumes of data and providing transcripts of customer calls, AI helps at every step of the customer service journey.

What is the difference between a CRM and a cloud contact center?

A customer relationship management (CRM) platform manages customer relationships and customer data, while cloud contact centers offer tools to respond to customer questions and support their needs across multiple communication channels.

Can a contact center solution grow with my business?

Yes, many contact center solutions can grow with your business. For example, Zoom Contact Center offers the option to scale up by providing support for multiple agents, automating scheduling and workflows, and using the power of AI to handle repetitive tasks and free up agents to respond to more complex problems.