12 Best Cloud-Based Call Center Solutions: The Right Tool for Each Job

Legacy call center systems create constant challenges—long wait times, high agent turnover, disconnected tools, and frustrated customers stuck in slow resolution loops. Outdated software only makes these problems worse.

The right cloud-based call center solutions can change that. Whether by AI-powered automation or real-time coaching to support agents, these tools help companies operate more smoothly while making customers happier.

In this post, you’ll learn about the 12 best solutions to critical call center challenges and how to choose the right tool for your team’s needs.

What Are Cloud-Based Call Center Solutions?

Cloud-based call center solutions are Internet-based platforms that help businesses manage all aspects of their call center operations without physical hardware. They streamline tasks such as handling inbound calls and routing them to the right agents, training staff, and monitoring performance.

Unlike traditional phone systems, these tools aren’t on-premises solutions requiring expensive hardware or maintenance. Instead, they rely on an internet connection and external data centers (just like cloud-based contact center solutions).

This type of scalable software is often more cost-effective than building in-house systems. Cloud-based tools can support every stage of a call center’s operating lifecycle:

• Hiring and training. Artificial intelligence tools (trained and run by the solution provider) help find best-fit agents and improve their skills faster.
• Call routing and customer interactions. Intelligent systems connect customers to the right team first time.
• Automation and self-service. AI-powered bots and interactive voice response (IVR) handle simpler or repetitive requests.
• Agent support and performance. Speech analytics and coaching tools improve overall service.
• Workforce management. Scheduling tools help managers and teams stay productive.

Because they’re cloud-based, these remote tools can scale with teams and call volume as needed.

12 Best Cloud-Based Call Center Software for Every Critical Use Case

Multiple cloud-based solutions are essential for running an efficient call center. Choosing a tool depends on the areas teams want to impact (e.g., hiring or workforce management). With the right mix, businesses can improve service, cut on-site costs, and run seamlessly.

Here are 12 of the best cloud-based tools for call centers. Each type of software can support different aspects of call center processes, including customer experience, automation, agent recruitment and training, and operations management.

Note: Many of these tools are also cloud contact center solutions for managing email, live chat, and video interactions.

The first four tools in the list are designed to optimize customer interactions and outreach efforts. 

1. Best for SMB Customer Experience (CX) Management: Nextiva

Nextiva helps small and mid-sized businesses (SMBs) manage customer interactions, call routing, and team collaboration in one place.

Many SMBs struggle with fragmented tools for communication and internal workflows. Nextiva integrates these functions to simplify staying organized, responding quickly, and improving CX.

For example, customer journey tracking shows agents each caller’s interaction history:

With these engagement insights, agents have more context to fix problems proactively or sell products better.

Five key features include:

• Call management. Automatically direct phone calls to the right agent with intelligent routing and IVR.
• Built-in customer relationship management (CRM). Keep track of customer interactions to personalize each contact’s service.
• AI-powered automation. Use call insights and automate repetitive workflows to improve efficiency.
• VoIP (Voice over Internet Protocol). Make and receive calls using a cloud-based telephony system with high uptime for reliable communication.
• SMS conversations. Offer texting options for customers who want to get in touch.

The CX platform helps smaller teams stay efficient while reducing the need for disconnected systems.

Takeaway: Nextiva is ideal for SMBs that need an affordable, all-in-one solution to manage customer interactions (without the complexity of an enterprise-level software solution).

2. Best for Enterprise-Level CX Management: Talkdesk

Talkdesk is ideal for large, high-volume call centers that need advanced AI and deep analytics to deliver seamless CXs.

Enterprises handle thousands of interactions daily across multiple channels. Intelligence and automation features can help teams scale operations, reduce agent workload, and maintain high service quality.

For example, Talkdesk Autopilot (virtual agents powered by generative AI) allows customers to resolve issues faster without waiting for human team members:

Automating repetitive tasks reduces call volume, freeing agents to handle more complex queries.

Five key features include:

• Automatic call distribution (ACD). Route calls to the right agent and minimize wait times.
• Omnichannel customer support. Manage voice, chat, email, and social interactions in one system.
• Speech analytics and quality management. Analyze calls to improve agent performance and compliance.
• Workforce engagement. Optimize scheduling, coaching, and team productivity.
• Enterprise-grade security. Meet industry standards for data protection.

With these tools, large call centers can deliver higher-quality experiences at scale.

Takeaway: Talkdesk is perfect for enterprises that need AI-driven automation and analytics to handle high call volumes efficiently.

3. Best for Omnichannel Support and Ticketing: Zendesk

Zendesk allows call centers to manage customer queries across phone, email, chat, and social media from a single platform.

Companies often need to handle the same customers through multiple communication channels. A robust ticketing system helps call centers process, manage, and track issues from submission to resolution. This organization ensures no request goes unanswered and everyone receives a consistent experience.

For example, Zendesk automatically creates a single ticket when someone gets in contact. It also collects customer data like phone number, company, address, or work title:

The system logs all communication in a single thread. Agents can add extra notes for future reference or other teams that may take over. Streamlining workflows like this means team members always have the information they need to resolve issues.

Five key features include:

• Omnichannel support. Integrate all customer channels into one system.
• Automated ticket routing. Automatically assign tickets based on priority or agent expertise.
• AI-powered self-service. Help customers find answers without needing human skills.
• Advanced reporting and analytics. Measure ticket volume, agent performance, and customer satisfaction.
• Mobile app. Allow teams to manage customer queries on the go.

Zendesk’s omnichannel approach ensures quick, efficient responses while keeping customer service standards high.

Takeaway: Zendesk is ideal for call centers that require seamless, cross-channel support and want to manage all interactions in one place.

4. Best for Remote Visual Support: Apizee

Apizee lets agents offer real-time visual support through video and screen sharing, helping troubleshoot customer issues more effectively.

The platform is useful when tackling technical problems that are hard to describe (e.g., appliances or electronics). Apizee allows team members to see exactly what the customer is facing and provide quicker, more accurate solutions.

For example, agents can send an invite link by email or SMS to visually assess the issue in real time:

Customers can access support in just a few clicks without downloading software. They also don’t have to use their front-facing camera if they don’t want to.

Five key features include:

• Live video. Connect support teams to customers for real-time help.
• Co-browsing. Allow agents to navigate the same browser tab, website, or app with customers.
• Screen sharing. Guide customers through steps while viewing the same agent or customer’s screen.
• Integrated chat. Seamlessly communicate alongside a video link.
• Annotations. Agents can draw on images for more accurate instructions (e.g., where to click).

With these features, Apizee helps companies provide fast support that reduces resolution times and keeps customers happier.

Takeaway: Apizee is perfect for industries like telecom, retail, and healthcare that need visual support tools to help solve complex issues faster.

The following three cloud-based platforms use AI-powered automation to handle call center assistance and reduce reliance on human agents.

5. Best for AI-Powered Chat and Voice Bots: Five9

Five9 is a call and contact center as a service (CCaaS) solution. Its intelligence automation helps agents understand customers’ needs and provide assistance faster.

Human-sounding voice bots can answer calls, freeing up agents to focus on more complex issues. This process can improve operational efficiency and reduce response times. Five9 also includes estimated wait time and callback options so customers don’t have to sit on hold.

For example, AI agents can handle basic requests (e.g., tracking an order or activating a service) and answer FAQs without human intervention. When creating a bot, companies start by choosing a template in Five9 and build a no-code flow from there:

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Call center leaders can choose from 25 lifelike voices or create custom avatars. Simply add prompts and use the text-to-speech feature to write natural-sounding responses.

Five key features include:

• AI-powered chatbots. Automate conversations and reduce agent workload.
• Advanced workforce management. Help managers maintain high-quality service.
• Integrated CRM. View customer history for context during bot-assisted interactions.
• Reporting and analytics. Access insights into chatbot performance and customer satisfaction.
• Seamless agent handoff. Transition smoothly from bots to agents for complex cases.

While bots automate routine tasks, agents can focus on trickier queries that only humans can fix.

Takeaway: Five9 offers AI-powered bots to help handle interactions, improving efficiency and agent productivity.

6. Best for Conversation Automation and Intelligence: Replicant

Replicant uses AI-powered agents to handle repetitive interactions, freeing up team members to focus on more high-value customer conversations.

Many call centers struggle with employee burnout due to high call volumes. Replicant’s AI agents resolve common issues instantly. Plus, its conversation intelligence provides real-time coaching to help human agents improve.

For example, the “Thinking Machine” speaks over 30 languages and offers natural, contextually aware responses in seconds:

At the same time, the tool analyzes conversations. Then, it scores agents in communication skills (e.g., empathy or mumbling) and details like background noise. This feedback loop helps both human and AI agents continuously improve.

Five key features include:

• Voice and chat agents. Automate routine calls with natural-sounding AI.
• Real-time coaching. Provide agents with conversation insights to improve responses.
• Sentiment and intent analysis. Technology understands emotions and context for better interactions.
• Seamless escalation. Transfer conversations to human agents when needed, with full context.
• Scalability. Handle unlimited inquiries without increasing operational costs.

With Replicant, call centers can reduce agent workload and speed up resolutions—all while refining both AI and human-led conversations.

Takeaway: Replicant is ideal for call centers that want to automate repetitive conversations. Real-time coaching also helps agents handle more meaningful, high-value interactions.

7. Best for Self-Service and Knowledge Management: Freshdesk

Freshdesk helps companies offer self-service options (e.g., knowledge bases, AI-powered FAQs, and community forums) to reduce agent workload.

Customers often prefer solving problems themselves rather than waiting on hold. But without a well-organized self-service system, they can still become frustrated and need assistance.

Freshdesk provides structured, searchable resources that help customers find answers quickly. For example, Freddy AI offers smart search and automated recommendations. These guide customers to the most relevant articles based on their questions:

The AI model also suggests knowledge base updates by identifying common inquiries. On the back end, it helps agents write better replies, offers quick response suggestions, and summarizes conversations.

Five key features include:

• Self-service portals. Provide options for customers to find solutions on their own.
• Ticket deflection. Redirect repetitive inquiries to FAQs and guides.
• Multi-language support. Help global customers with localized content.
• Analytics and reporting. Track common questions and improve knowledge base content.
• Community forums. Enable peer-to-peer support among customers.

Various helpdesk options assist call centers in reducing incoming tickets and improving CX.

Takeaway: Freshdesk is ideal for companies that want to empower customers with self-service tools, reduce agent workload, and speed up issue resolution.

Next are three solutions that streamline call center workforce processes: agent hiring, training, and performance management.

8. Best for Hiring and Training Assessments: HiringBranch

Call centers use HiringBranch’s AI-driven assessments to hire and train frontline agents. Large companies use them to screen thousands of applicants for role-critical skills with 98% accuracy.

Resumes, multiple-choice questions (where candidates can often cheat), and standardized language tests usually don’t lead to successful customer service hires. In fact, it’s applicants who score highly in skills-based assessments that perform best on the job.

‍Pre-hiring assessments ensure agents have the right skills to handle real-world situations from day one, reducing onboarding time and improving service quality.

For example, a call center agent may need to demonstrate essential soft skills like acknowledgment and building rapport:

These assessment tests highlight agents’ capabilities and ensure they’re always prepared for the job. Plus, 72% of workers are excited about learning and growth opportunities. So, baking these into the role can help motivate agents and reduce turnover.

Five key features include:

• Multiple-channel assessments. Simulate calls and written scenarios for a real-world training experience.
• Job-fit analysis. Identify top candidates based on role-specific skills.
• Skill gap identification. Pinpoint areas for improvement before and after volume hiring.
• Real-time performance feedback. Soft skills AI models send instant scores to recruiter dashboards.
• Customizable simulations. Create tailored chat simulations to match company needs.

HiringBranch helps call centers hire the right agents by providing detailed assessments that predict job success. Candidates also prefer these engaging assessments, which they can complete in as little as 20 minutes.

Takeaway: HiringBranch is ideal for call centers that want to hire and train with confidence using realistic, AI-powered simulations.

9. Best for Employee Performance Acceleration: AmplifAI

AmplifAI’s performance management platform helps call centers coach, train, and motivate agents with AI-driven insights.

Traditional training can be slow and ineffective, often failing to address individual weaknesses. AmplifAI’s data-driven approach provides real-time coaching based on each agent’s performance.

For example, AI can analyze call data and suggest specific tips for an agent struggling with customer objections:

Personalized feedback means less wasted time on generic training and keeps team members engaged. The real-time AI coach also creates action plans and measures the impact of leaders’ coaching on performance.

Five key features include:

• Performance analytics. Track agent KPIs and improvement trends.
• Gamification. Motivate agents with leaderboards and rewards.
• Automated training programs. Deliver targeted learning content.
• Real-time feedback loops. Help agents improve call-by-call.
• Integration with call and contact center platforms. Sync data from existing tools.

This personalized coaching helps call centers boost agent performance and customer satisfaction.

Takeaway: AmplifAI helps companies use AI-driven insights to coach agents more efficiently.

10. Best for Speech Analytics and Call Monitoring: Observe.AI

Observe.AI uses AI-powered speech analytics to monitor and analyze calls, helping companies improve agent performance and ensure compliance.

The platform automatically reviews interactions and helps managers spot areas where agents need coaching. Evaluating conversations and flagging issues allows companies to correct them before they escalate.

For example, AI-powered quality assurance (QA) scoring helps call center leaders compare agents against high performers in less time:

These consistent, bias-free assessments help maintain high-quality standards and reduce compliance violations or risks of fines.

Five key features include:

• AI-powered call analysis. Detect sentiment, keywords, and agent performance.
• Real-time coaching. Provide instant feedback to agents during calls.
• Compliance monitoring. Flag calls that may not meet regulatory requirements.
• Speech-to-text transcription. Convert speech into searchable text for easy analysis.
• Customizable reporting. Generate reports that highlight trends and areas for improvement.

With deeper call insights, managers can make data-driven decisions to improve service quality.

Takeaway: Observe.AI is best for call centers that need to monitor and improve team performance for better, more compliant service.

The final two call center solutions enhance operational efficiency and team productivity to ultimately drive customer satisfaction.

11. Best for Workforce Management and Scheduling: Playvox

Playvox is a workforce management platform that helps call centers optimize agent schedules, forecast demand, and improve efficiency. When companies have the right number of agents available, service is more manageable and faster for customers.

AI-driven scheduling compares historical data, real-time demand, and agent qualifications so call centers can quickly adapt. Playvox’s forecasting highlights this information to help managers book shifts more effectively.

For example, dynamic scheduling allows call centers to address staffing needs instantly when call volumes unexpectedly fluctuate:

Ensuring that call and contact center staffing matches demand prevents overburdening agents and reduces customer wait times.

Five key features include:

• Performance tracking. Monitor agent performance against targets and key performance indicators (KPIs).
• Shift optimization. Ensure the best coverage without overstaffing.
• Training management. Track and manage employee learning and development.
• Automated coaching. Engage employees with multimedia training and gamification.
• Real-time alerts. Notify managers of schedule deviations or staffing issues.

This workforce management helps companies maximize agent productivity and daily call center activities.

Takeaway: Playvox is perfect for call centers looking to optimize staffing, improve scheduling, and increase team efficiency.

12. Best for Outbound Calls and Customer Engagement: Dialpad

Dialpad helps companies run outbound sales calls, follow-ups, and proactive customer outreach more efficiently.

Outbound sales teams often waste time dialing numbers, leaving voicemails, and logging data. This slows down productivity and results in fewer sales opportunities. Dialpad Sell (the sales outreach solution) streamlines the process with automation and AI-driven insights.

For example, managers can pinpoint scripts that close the most deals. Then, they can create custom automated playbooks based on these for other reps to use when calling prospects:

Dialpad’s dashboards update performance metrics in real time and highlight which team members are sticking to the script.

Five key features include:

• Power dialer. Technology automatically dials the next prospect’s number for agents.
• Voicemail drop. Leave pre-recorded messages with one click.
• AI-driven call coaching. Get live suggestions during sales calls.
• Call sentiment analysis. AI detects customer emotions to guide conversations.
• SMS and email follow-ups. Automate post-call engagement.

Call centers can use this cloud-based phone system to increase outbound efficiency and ensure reps maximize sales opportunities. For customer service teams, Dialpad Support handles repetitive tasks for agents and helps managers identify coaching opportunities.

Takeaway: Dialpad is best for sales teams that want to improve outbound calls and close more deals.

How to Choose the Right Cloud-Based Call or Contact Center Software

The best cloud platform depends on your business needs. For example, a call center may research skills-based routing tools to connect customers with the right agents faster and reduce wait times.

On the other hand, a company expanding to omnichannel support might need cloud contact center software to manage new digital channels.

With so many tools on the market, it’s easy to get caught up in trending solutions or go for the biggest name. But the best choice isn’t always the most popular. It’s the one that fits your specific use case and integrates well with existing systems. 

Evaluating features, scalability, and long-term fit is key to making the right investment.

Here are five crucial considerations when choosing a software provider:

• ‍Core use case. Is the solution for inbound support, outbound sales, or both? Nail down required features (e.g., AI automation, self-service options, or agent coaching) before committing.‍
• Scalability and flexibility. Can the platform grow with the company? Does it offer an API for enterprises? Can it integrate with current CRM systems, helpdesks, or other business tools?‍
• AI and automation. Does it offer AI-powered IVR, chatbots, or predictive analytics? Can it automate workflows to reduce agent workload?‍
• Compliance and security. Does it meet industry standards like GDPR, HIPAA, or PCI-DSS? Are call recordings encrypted and securely stored?‍
• Pricing. Is pricing cost-effective? Is it based on users, usage, or features? Are there hidden costs for integrations, add-ons, or support?

The right cloud-based solution should align with business goals. Improve agent productivity and enhance the customer experience without unnecessary complexity.

Wrapping Up Cloud-Based Call Center Solutions

Choosing the right cloud-based solutions can make all the difference in how efficiently a call center operates. The best tools reduce wait times, support agents, and improve customer satisfaction. All while keeping costs in check.

Whether you need AI-powered hiring or better self-service, there’s software for every critical function. By investing in the right tech stack, call centers can streamline operations, empower agents, and deliver better CXs at scale.

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Image Credits

Feature Image: Via Unsplash/Campaign Creators

Image 1: Property of HiringBranch. Not to be reproduced without permission.

Image 2: Via Nextiva

Image 3: Via Talkdesk

Image 4: Via Apizee

Image 5–6: Property of HiringBranch. Not to be reproduced without permission.

Image 7: Via Five9

Image 8: Via Zendesk

Image 9: Via Observe.AI

Image 10: Via Playvox

Image 11: Via Freshservice

Image 12: Via Dialpad

Image 13: Via Replicant

Image 14: Via AmplifAI

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