What Are the Best Hosted Contact Center Solutions in 2025?

A hosted contact center software is a cloud-based tool that helps businesses manage customer interactions across multiple channels like phone calls, email, chat, social media, and SMS. It is designed to host call centers via an internet connection, allowing agents to work from any location. Instead of maintaining costly on-premises hardware, a third-party provider hosts the software and manages the technical backend.

Hosted contact center solutions support omnichannel communication from a single interface, making it easier for agents to execute the software. It offers IVR and intelligent call routing that navigates callers using voice commands and routes calls to agents based on their needs.

1. Omnichannel Communication: The hosted call center supports interactions through voicemails, email, chat, SMS, and social media, allowing agents to manage multiple conversations simultaneously. It ensures consistent, efficient, and personalized support, regardless of how customers reach out by phone today and chat tomorrow.
2. Intelligent Call Routing and IVR: IVR enables self-service options, interacting with a computerized menu using voice commands. In phone calls, it navigates callers, stating to press certain numbers for the required service. The caller selects options, and intelligent call routing directs the call to the live agents.
3. Call Monitoring and Recording: Call monitoring helps you track live calls to provide your agents with real-time feedback, ensuring quality assurance and compliance. Also, managers can join the live calls to monitor agents' performance and allow call whispering to guide agents.
4. Workforce Management: Workforce management optimizes staffing by forecasting call volumes and automating shift schedules. It helps balance workloads, track agent availability, and ensure the right number of agents are on hand.
5. Analytics and reports: Analytics provide real-time insights into agent performance, customer interactions, and issue resolution time. It analyzes the speech and text to detect sentiment, keywords, and compliance violations, providing areas for improvement and efficient operation.

Calilio is the best, cost-effective, and most secure hosted contact center software with advanced features like IVR, call routing, and omnichannel support to improve customer experience. It hosts all its functionalities remotely, allowing businesses to make and receive calls online. It helps companies with automatic updates, high availability, and security compliance without complex infrastructure.

Calilio’s call routing feature automatically directs incoming calls to the right agent or department based on their issues. It also provides IVR that automates the process of directing calls and reduces human error, leading to efficient call handling. Real-time analytics and reporting allow businesses to gain insight into agents' performance and customer interactions.

Key Features:

• Call recording and monitoring
• CRM integration
• IVR
• Call transfer and call forwarding
• Analytical dashboard

Pricing

Zendesk delivers its functionality via the internet, enabling agents to access customer inquiries through voice, email, live chat, social media, or messaging apps.

Zendesk allows businesses to handle customer interactions remotely and ensure clear communication and flexibility. It also integrates with various business tools, including CRM systems, AI-powered chatbots, and analytics platforms.

Key features:

• Omnichannel support
• Call forwarding and transfer
• IVR and call routing

Pricing:

Nextiva is a cloud-based hosted contact center that helps businesses manage customer interactions efficiently via the Internet. There is no need for on-premise hardware, which makes it cost-effective and scalable.

Nextiva automatically routes calls to the correct department based on their skills, knowledge, and expertise, which reduces call transfers. It integrates video, chat, email, and SMS for better customer experience.

Key features:

• CRM Integration & Customer Experience Management
• Omnichannel support
• Advanced Analytics & Reporting

Pricing:

Dialpad is a business phone system that allows agents to work from anywhere over the Internet. It supports voice, video, SMS, and messaging in a single platform, allowing agents to manage multiple communication channels from one interface.

Dialpad routes the calls based on agent availability, skills, or priorities and ensures customers are quickly connected to the right person. It includes features like team messaging, file sharing, and video conferencing and makes it easy for agents and teams to collaborate internally.

Key features:

• Interactive Voice Response
• Power dialer
• Contact center analytics

Pricing

Talkdesk, an omnichannel contact center, helps businesses manage customer interactions across multiple communication channels, such as voice and SMS. It is a fully integrated hosted call center solution, providing a flexible, scalable platform for modern customer service operations.

Key features:

• AI
• Call routing
• Customer insights

Pricing:

Five9 is a cloud-based hosted contact center solution that enables businesses to manage customer interactions via multiple voice, email, chat, and social media channels. It supports AI-powered automation and offers features for remote work, which allow agents to provide service from anywhere.

Five9 eliminates the need for on-premise infrastructure and makes it scalable and cost-effective for businesses of any size. It integrates seamlessly with popular CRM systems, allowing agents to access real-time customer information and provide more personalized service.

Key features:

• Call recording
• Self-service automations
• Call conferencing

Pricing

Aircall is a hosted phone system that eliminates the need for on-premise hardware and provides scalability, flexibility, and accessibility for teams in any location. It allows businesses to manage phone calls, emails, and integrations with various CRM systems.

Aircall offers real-time analytics and reporting, allowing businesses to monitor agent performance and customer satisfaction. It supports remote work and mobile acces, ensuring agents can handle customer inquiries from anywhere.

Key features:

• Call recording
• International calls
• Call routing

Pricing:

RingCentral allows businesses to handle voice, video, chat, email, and social media communications all in one platform. This cloud-based approach eliminates the need for companies to maintain on-premise hardware and software.

It includes intelligent call routing that automatically routes calls to the correct department based on skills, expertise, or predefined rules. It provides advanced analytics and reporting and ensures businesses track performance and optimize customer service.

Key features:

• Call queuing
• IVR
• Automatic call recording and monitoring

Pricing:

LiveAgent software controls customer interactions across chat, email, voice calls, social media, and tickets in a single interface.

LiveAgent enables businesses to manage customer service operations remotely and offers flexibility and scalability without needing on-premise hardware. The platform supports remote work and allows agents to connect from anywhere. It integrates with social media platforms like Facebook and Twitter to manage inquiries across all interactions.

Key features:

• Automated routing
• Screen sharing
• Ticket management

Pricing

CloudTalk is a hosted contact center solution that removes the need for on-premise infrastructure, offering businesses a scalable, cost-effective solution for handling customer interactions.

CloudTalk includes automatic updates, strong security, and omnichannel support such as voice, SMS, and more. It offers intelligent call routing, IVR, CRM integration, and real-time analytics to enhance agent performance and customer satisfaction.

Key features:

• Auto dialer
• Real-time dashboard
• Sentiment analysis

Pricing:

Twilio Flex is a cloud-based hosted contact center solution that provides a customizable platform that integrates with voice, messaging, email, chat, and social media. This allows businesses to manage all customer interactions with a single interface.

It also provides real-time analytics, reporting, and monitoring to help businesses track their performance and customer satisfaction. Its scalability and remote work support make it ideal for companies of all sizes, allowing teams to interact from any location while maintaining excellent service.

Key features:

• Intelligent call routing
• Autoresponders
• Analytical dashboards

Pricing:

GoTo Connect is a cloud-based hosted call center solution that combines VoIP phone systems, video conferencing, and collaboration tools into a single platform. It allows businesses to manage customer interactions via voice, video, and SMS all within one interface.

The platform includes intelligent call routing, IVR, and CRM integrations to improve efficiency and provide personalized customer service. It also supports remote work and is scalable, making it suitable for businesses of all sizes.

Key features:

• Voice, video, chat, SMS, socialchannels
• Analytics and Reporting
• Call analytics

Pricing

Hosted contact center software reduces costs by eliminating hardware and offers easy scalability while supporting remote teams. It enhances customer experience and efficiency through automation, intelligent routing, and seamless CRM integration.

• Cost Reduction: Hosted contact centers remove the need for expensive on-premise hardware, which reduces infrastructure and maintenance costs.
• Scalability: Hosted contact center software helps businesses grow by making it easy to add agents and features without needing extra hardware. It supports remote teams so that businesses can expand anywhere.
• Enhance Customer Experience: Omnichannel support, intelligent call routing, and AI-driven assistance ensure faster response times and personalized interactions, enhancing customer experience.
• Increased Efficiency: Software automation features like IVR, chatbots, intelligent calls, and real-time analytics direct callers to the right department without human interaction, engaging with multiple customers simultaneously.
• Integration with Other Systems: Seamless integration with CRM and helpdesk ensures agents access to complete customer data, reduces manual data entry, and improves overall service efficiency.

Hosted contact center solutions are cloud-based platforms that allow businesses to manage customer interactions across multiple channels, like phone, chat, email, and social media. They provide features like intelligent call routing, IVR, analytics, and CRM integration without requiring on-premise hardware, making them scalable and cost-effective.
 

A hosted contact center is a cloud-based platform that handles customer interactions across channels like phone, chat, and email without needing on-premise hardware.

A cloud contact center solution is a platform hosted on the Internet that allows businesses to manage all customer interactions across multiple channels, such as voice calls, email, chat, SMS, and social media.

Hosted VoIP and Cloud VoIP are the same concept: a VoIP phone system managed by a service provider without on-site hardware, providing greater flexibility, scalability, and remote access.