The top 12 contact center solutions: A guide, ranked on ease of use

In general, cloud solutions are more flexible and cost-effective than on-premises solutions, true, but not all cloud solutions are equal. For example, even though you can add users with a click and spin up a new contact center team in a few minutes with Dialpad, that doesn’t mean this workflow is just as easy with all other cloud or virtual call center platforms.

“One thing that I love in Dialpad is the call journey feature, where you can see where calls were routed, forwarded, and changed. It’s beautiful, and brought a lot of peace of mind to our call center operations—there’s no more wondering where a call came from or how someone got it.” - Sahil Farooqi, Head of Customer Care, Rently

Dig deeper into how the best solutions stack up against each other in this cloud contact software comparison.

This RFP checklist covers the essentials to be aware of as you're shopping for a contact center platform.

Get an in-depth look at Five9 vs Dialpad Ai Contact Center!

Dialpad’s unique dual-cloud architecture and global voice network are designed to give you excellent call quality, all over the world. And for our Enterprise plan customers, we even guarantee 100% uptime. Not 99.99, not even “five 9s.”

Providers that are actually reselling or whitelabelling other companies’ software, but claim they unify both UCaas and CCaaS (e.g. RingCentral²⁰ and Nextiva²¹). This in itself isn’t a “bad” thing, but what tends to happen with these kinds of Frankenstein-ed packages is that the end user will have to log into different accounts, you’ll have two different user experiences, and you may not get customer support as easily for more complex questions because you’ll have to be directed to the original provider whose software is being whitelabelled. Not a dealbreaker for everyone, of course, but something to be aware of.