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Here are the best hosted call center software this year:
- Harmonix
- Five9
- Talkdesk
- Aircall
- CloudTalk
- NICE CXone
- Genesys Cloud CX
- 8x8 Contact Center
Hosted call center software allows businesses to manage their communications without the need for physical infrastructure, reducing costs and improving operational efficiency.
Since it's cloud-based, it ensures flexibility, scalability, and accessibility from any location.
However, not all hosted call center solutions offer the same features. While some focus solely on call management, others integrate multiple communication channels like WhatsApp, email, and LinkedIn, enabling a more complete omnichannel experience.
In this article, we’ll break down the differences between these systems and help you choose the best option based on your company’s needs.
6 Alternatives to Avaya as Call Center Software
1. Harmonix AI
Ideal for companies already using Salesforce, Dynamics, or other CRMs who want to transform them into true intelligent contact centers, without complex developments or additional tools.
Harmonix is not just another software, it's a silent revolution. It installs directly within your CRM and transforms it into an omnichannel communication platform with integrated business AI.
Calls, video calls, emails, WhatsApp, SMS, and more are all digitized and automatically recorded in your CRM, with recordings, transcriptions, threads, summaries, documents, and structured data.
What sets Harmonix apart is that you don’t need to change your CRM or rely on external integrations. The AI learns directly from the content of interactions and your sales processes, generating insights, automations, AI agents, and truly productive workflows.
Key Features:
- Direct integration with Salesforce, Dynamics, WhatsApp, and LinkedIn.
- AI trained on your own data and processes.
- Fully autonomous voice and chat virtual agents.
- Automation of emails, tasks, calendars, documentation, and more.
- Unified inbox: everything in one place, without switching tools.
Real Results from the "Harmonix Effect":
- +32% sales activity per agent.
- -8 hours/week spent on manual data entry.
- +22% sales after 3 months.
- +26% improvement in data quality collected.
Installation takes just 3 minutes. No major projects. Just results.
2. Five9
Ideal for: Medium and large companies that need advanced operations and analytics.
Five9 is one of the most established platforms in the industry. Its AI engine enables intelligent routing, real-time analytics, and deep customization of customer service workflows. It easily integrates with Salesforce, Oracle, Microsoft, and other key platforms.
Features:
- Conversational AI and sentiment analysis.
- Full multichannel support.
- Global availability.
3. Talkdesk
Ideal for: Teams that need agility and frictionless deployment.
Talkdesk is one of the most agile platforms on the market. With over 60 integrations ready to use and pre-trained virtual assistants, it enables quick call center setup in just days.
Features:
- Visual, easy-to-use platform.
- No-code automation.
- AI for both agents and customers.
Talkdesk is a great choice for those prioritizing user experience, both internally and externally.
4. Aircall
Ideal for: SMEs and startups looking for a simple, functional system with no technical complications.
Aircall stands out with its "plug & play" philosophy and a modern interface that doesn’t require training. It easily integrates with tools like HubSpot, Pipedrive, Slack, or Shopify, making it an excellent solution for dynamic, young companies.
Features:
- Setup in minutes.
- Ideal for distributed teams.
- Competitive user-based pricing.
Great for companies looking to professionalize their service without overloading their teams.
5. CloudTalk
Ideal for: Growing companies that need global calls and real-time analytics.
CloudTalk is designed to support expanding operations. It offers automatic call recording, advanced routing, and detailed real-time metrics. Its dashboard is perfect for supervisors who need to make quick decisions.
Features:
- Affordable international calls.
- Integration with over 30 tools.
- Highly scalable.
Its flexibility makes it ideal for call centers in constant evolution.
6. NICE CXone
Ideal for: Large companies that want full control over the entire customer experience.
CXone Mpower is not just a call center. It’s an integrated CX platform with AI trained on billions of real interactions. It enables voice, chat, email, social media, and bots to be managed from a single console while analyzing data in real-time to improve every interaction.
Features:
- Specialized AI (Enlighten).
- End-to-end automation.
- Live voice analysis and smart coaching.
A business-level tool that transforms customer service into a competitive advantage.
7. Genesys Cloud CX
Ideal for: Companies that need adaptability, flexibility, and deep customization.
Genesys Cloud CX focuses on turning every interaction into a customer loyalty opportunity. Its modular architecture allows you to define workflows, channels, and metrics tailored to each customer type or segment.
Features:
- Limitless personalization.
- Complex workflow automation.
- Predictive behavior analytics.
Genesys is the perfect platform for customer-centered strategies.
8. 8x8 Contact Center
Ideal for: Teams looking to consolidate communication tools into one platform.
8x8 combines calls, messaging, video conferencing, and chat into a unified solution. Its main advantage is operational simplicity, especially for companies looking to reduce the number of tools while retaining full functionality.
Features:
- Unified multichannel.
- Good value for money.
- Easy interface for non-technical agents.
It’s a great option for companies that value simplicity, stability, and cost control.
What is Hosted Call Center Software?
Hosted call center software is a cloud-based solution that allows companies to manage customer interactions without the need for physical infrastructure. It simplifies call management and other communication channels, optimizing operational efficiency.
Unlike on-premise systems, which require local servers and costly maintenance, hosted call centers offer more flexibility, scalability, and accessibility from any internet-connected device.
Moreover, these cloud solutions allow for multi-channel integration, process automation, and improved tracking of each interaction, providing a more efficient and personalized experience.
6 Benefits of Hosted Call Center Software
1. Increased Productivity and Faster Response Time
This software automates repetitive tasks, reducing response times and increasing team efficiency. Features like auto-dialers and intelligent call distribution ensure customers are attended to by the appropriate agent in the shortest time possible.
2. Omnichannel: Unifying Communication Channels
The most advanced hosted call center systems allow you to integrate voice, WhatsApp, email, and other channels into a single platform. This ensures a smooth and contextualized service, so customers receive consistent responses regardless of the contact method.
3. Data Analysis and AI for Strategic Decisions
The software automatically records and analyzes all interactions, providing valuable information to enhance decision-making. AI allows for pattern identification, predicting needs, and automating follow-ups, optimizing the customer relationship.
4. Scalability and Flexibility
Being cloud-based, this software adapts to businesses of all sizes and allows scaling operations without heavy infrastructure investments. Companies can increase or decrease their capabilities as needed, ensuring efficient resource management.
5. Cost Reduction and Maintenance
It eliminates hardware, maintenance, and update costs associated with on-premise solutions. The subscription model allows companies to control their budget, paying only for the resources they actually use.
6. Security and Regulatory Compliance
This software ensures data protection and compliance with regulations like GDPR, avoiding legal risks. Secure cloud storage protects information from unauthorized access and potential local server failures.
3 Challenges of Implementing Hosted Call Center Software
Implementing hosted call center software brings multiple benefits, but it also poses certain challenges. To ensure a successful transition, it is crucial to understand the main obstacles and how to overcome them.
1. Resistance to Change and Team Training
One of the biggest challenges is digital adoption within the company. Many teams may resist change, especially if they are accustomed to traditional systems. It’s crucial to provide effective training and choose a solution with an intuitive interface to facilitate use and reduce the learning curve.
2. Dependence on Internet Connectivity
Being cloud-based, this software requires a stable internet connection. A network outage can affect call center operations. To mitigate this risk, it’s advisable to have backup systems, such as redundant connections or solutions that allow offline operation temporarily.
3. Integration with Other Business Systems
For the software to be truly efficient, it needs to be compatible with CRM and other business systems. Without proper integration, customer management and task automation can be compromised. Opting for a platform with native integration capabilities ensures smooth implementation, avoiding the need for additional developments or complex adjustments.
A More Complete and Effective Alternative to Hosted Call Center Software
Hosted call center software has revolutionized customer service management by moving operations to the cloud, eliminating the need for physical infrastructure and enabling remote access. However, many of these solutions remain focused solely on calls, without offering an integrated approach to customer communication.
This is where Harmonix AI stands out. It’s not just a hosted call center software, but an intelligent solution that digitizes and centralizes all business communications. Its ability to integrate voice, WhatsApp, email, LinkedIn, and other channels, combined with advanced AI, allows for much more comprehensive and efficient management.
Harmonix not only facilitates communication but also transforms your CRM into a truly intelligent system, enhancing team productivity and providing a complete view of each customer’s status.
More Productivity and Faster Customer Service
One of the major challenges in traditional call centers is the burden of manual tasks. Recording calls, transcribing conversations, and updating the CRM takes valuable time that could be spent interacting with customers.
Harmonix automates these tasks by automatically recording each interaction, generating call summaries, and suggesting next steps. Its auto-dialer and intelligent call distribution ensure that every customer is attended to in the shortest time possible.
An Omnichannel Approach for a Complete View
Companies don’t just communicate by phone; customers are increasingly using other channels like WhatsApp, email, and social media. Traditional hosted call center software doesn’t address these needs, forcing sales agents to toggle between multiple tools.
Harmonix integrates all channels into a single platform, enabling teams to manage conversations from any medium without leaving the CRM. This makes for more efficient tracking, as all information is centralized, preventing the loss of key data.
Artificial Intelligence for Strategic Decision-Making
The real value of an advanced solution lies not only in managing communications but in turning that data into actionable insights.
Harmonix uses AI to analyze all interactions, identifying patterns, detecting business opportunities, and offering strategic insights. This allows sales and customer service teams to make data-driven decisions, rather than relying on assumptions.
In summary, Harmonix is not just a hosted call center software but a complete solution that enhances productivity, communication, and decision-making. Its integration with multiple channels and automation capabilities makes it the ideal tool for businesses looking to optimize customer management and maximize results. Installation is incredibly easy as it adapts to any CRM and management software.
Frequently Asked Questions (FAQs)
What’s the difference between hosted call center software and traditional systems?
Hosted call center software operates in the cloud, eliminating the need for physical servers and enabling remote access from any device. On the other hand, traditional on-premise systems require local infrastructure, which involves higher maintenance costs and less flexibility. Hosted solutions also typically integrate multiple communication channels like WhatsApp or email, improving the customer experience.
Is it safe to use a cloud system for customer service?
Yes, cloud software providers implement advanced security protocols such as data encryption and multi-factor authentication. These systems typically comply with data protection regulations like GDPR, ensuring the privacy and security of information. Automated backups and constant monitoring reduce the risk of data loss or unauthorized access.
How are WhatsApp and other channels integrated into hosted call center software?
The most advanced solutions offer native integrations with multiple channels, enabling you to manage calls, emails, and chats in one place. For example, an agent can receive an inquiry via WhatsApp and continue the conversation via email without losing context. This channel unification improves operational efficiency and guarantees a seamless customer experience.
How much does it cost to implement this type of software?
The cost varies depending on the features, the number of users, and the service provider. Most platforms offer subscription models, allowing companies to scale the service according to their needs. By eliminating infrastructure and maintenance costs, these solutions are more cost-effective than traditional systems.
Which is the best hosted call center software for my company?
The best choice depends on your company’s needs, the volume of interactions, and the communication channels you use. If you're looking for a more comprehensive solution, Harmonix AI goes beyond just a call center by integrating all channels and automating processes with AI. Its ability to record and analyze all interactions in real-time makes it an ideal choice for improving productivity and decision-making.