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The best HIPAA (Health Insurance Portability and Accountability Act)-compliant cloud storage providers protect patients’ health information by implementing physical, technical, and administrative safeguards. These solutions include access controls, risk management, data encryption and classification, and security tools. We’ve identified the top HIPAA-compliant cloud storage options that strictly adhere to national standards. The best HIPAA-compliant file storage and their best use cases are: : Best for teams that need a tool to send large file sizes : Best for existing users of Microsoft Office apps : Best for enterprises that need unlimited storage capacity : Best for small businesses on a tight budget : Ideal for non-tech-savvy users who want an easy-to-use app : Best for developers looking for the most reliable cloud storage platform For more information on HIPAA and its related terminologies, download our HIPAA glossary for free. Top HIPAA-compliant Cloud Storage Solutions at a Glance See fullscreen table × Many cloud storage service providers offer robust security features to protect their customers’ data. However, it doesn’t mean that all of them are HIPAA-compliant. Below are six HIPAA-compliant cloud storage providers to consider for covered entities and businesses: Sync.com: Best for Sharing Large Files Securely is a cloud storage service provider that allows users to collaborate and share large files online. Its HIPAA-compliant plans start at its “Solo Professional” tier. A wide range of security features is available to help protect sensitive information. These capabilities include granular permissions, file history and recovery, and two-factor authentication (2FA). Sync.com doesn’t offer a monthly payment cycle, requiring users to subscribe yearly. If you are not ready for a long-term commitment, consider alternatives like , which you can pay month-to-month. Moreover, Sync.com does not offer a 24/7 live chat support channel, and there are occasional slow file syncing issues. Sync.com Features File sharing with enterprise-grade security: Share files without having to download any software. All users are protected with end-to-end encryption and many security tools, like 2FA and SOC 2 Type 1. Team collaboration: Create centralized team folders, manage granular permissions, and get real-time team oversight from anywhere. Client file portal: Set up a portal for your client⁠—complete with your company’s branding⁠. This professional dashboard makes it easy to share files in a secure manner. Microsoft OneDrive: Best for Microsoft Apps Integration *Unlimited file storage is available for subscriptions with five-plus users. is a cloud storage service that enables teams to securely share files from anywhere. Its HIPAA-compliant plans have BAAs audited by accredited independent auditors leading to its acquisition of the Microsoft ISO/IEC 27001 certification and the HITRUST CSF certification. Other features include data encryption and retention, sensitivity labels, and file auditing and reporting. Microsoft OneDrive requires users to subscribe to annual contracts. Its unlimited storage capacity is only available in some plans that require customers to register at least five users. Alternatives with monthly and annual payment cycles, like , offer unlimited storage in all plans and only require a minimum of three users. Microsoft OneDrive Features Document scanning: Scan and store documents, such as receipts, notes, and business cards, using your mobile device. Personal Vault: Add an extra layer of security to store your sensitive files through its Personal Vault feature. File sharing across devices: Share files by saving them in a OneDrive folder and generating its link. Shared links make them accessible in any Windows, Android, or iOS device. Box: Best for Those Who Need Unlimited Storage Capacities *Box requires a minimum of three users for its Business plans. is a content cloud platform that lets users share files, collaborate, and store unlimited data. The Enterprise plan is compliant with various regulations, including HIPAA and HITECH (Health Information Technology for Economic and Clinical Health). This package has advanced security features, like device trust, password policy enforcement, and admin role delegation. Box helps healthcare providers and organizations securely store and access PHI and electronic protected health information (ePHI) from any device. Its features help streamline case management, enhance patient care coordination, and digitize the signing of forms from mobile devices. Box works best for teams, but its pricing is more expensive than alternatives, like . It also requires a minimum of three users per plan. Despite the higher costs, users still experience delays when syncing files. Box Features Admin controls: Box provides an overview of how your files are being shared and accessed—providing you full control and visibility of your teams’ activities. Box APIs and SDKs: Customize Box’s capabilities according to your specific business needs through its developer tools and platform. E-signatures: Sign digital contracts, agreements, and letters through Box Sign—which works seamlessly with Box Business plans. It lets users create and insert unlimited e-signatures. Google Drive: Most Affordable HIPAA-compliant Cloud Storage *Google Drive for businesses is integrated into Google Workspace plans. is a cloud storage service that enables users to store and share files online. It offers a free version for personal use, and businesses can subscribe to a plan. Google Workspace packages come with Drive and other apps, such as Meet, Docs, Chat, and Forms. Those looking for an all-in-one platform can also add the Google Voice app to access voice-over-internet-protocol (VoIP) phone features. Not all Google Workspace apps can be configured for HIPAA compliance. However, Google Drive and related apps, such as Sheets, Slides, Docs, and Forms, can comply with the security rules. For customers who need systems that are HIPAA-compliant, Google provides a BAA as an addendum to the standard agreement. While its pricing is affordable, note that it offers less storage capacity than . Moreover, it doesn’t offer annual billing and volume discounts. Those who prefer to pay yearly and are not using Google Workspace should check out or Sync.com. Google Drive Features Shared drives: Organize files in shared folders with your team to keep them up-to-date with the latest versions. Permission controls: Set your sharing links to provide permission for viewing, editing, downloading, or commenting. Third-party app integrations: Extend capabilities by integrating Google Drive with third-party apps. Some of these solutions include DocuSign for e-signatures and LucidCharts for mockups. Dropbox Business: Easiest-to-Use HIPAA-compliant Cloud Storage provides a BAA for CEs to configure its cloud storage platform and comply with HIPAA Security Rules. Its service offers administrative controls, such as user activity reports and user access review. Other features include linked device review and removal as well as two-step authentication. Dropbox Business has more costly services than most of its popular competitors like . However, it still has some of the common cloud storage issues, such as occasional slow file synchronization and lags. Dropbox Business Features Secure file sharing: Generate share links of your files or folders and add passwords or expiry dates for extra protection. Data backup and recovery: Set up your automatic file backups that are accessible anytime and anywhere. Users can restore or migrate files with just a few clicks. Device syncing: Save your files on your Dropbox folder to make them accessible across your devices. You can also configure its settings for offline access. Amazon Web Services (AWS): Most Reliable HIPAA-compliant Cloud Storage for Developers *Reflected prices are for the Amazon AWS S3 offering. This project is for storing any data type, specifically those frequently accessed. is a cloud computing platform that offers many products, such as storage, analytics, developer tools, and business applications. Pricing options available are as follows: Pay-as-you-go Save when you commit Pay less by using more To meet the HIPAA requirements, AWS aligns its HIPAA risk management program with higher security standards, like FedRAMP and NIST 800-53. It also offers a standard Business Associate Addendum (BAA) to its customers for HIPAA compliance. While Amazon AWS is the most scalable with great pricing options, its services are too advanced for those with basic needs. Moreover, its interface isn’t that user-friendly, even for those with technical experience. If you are looking for an easy-to-use platform, you can look into simpler providers like or . Amazon AWS Features Replication: AWS allows users to automatically copy objects across buckets. You can monitor the replication progress through its notifications and detailed metrics. Multiregion access points: Replicate data sets across multiple AWS regions. This replication accelerates performance by up to 60%. Storage Lens: AWS provides cloud storage analytics, detailing organization-wide activity trends and usage. It also offers actionable suggestions to help apply best practices for data protection and to improve the solution’s cost-efficiency. How We Evaluated the Best HIPAA-compliant Cloud Storage Service Providers When analyzing secure cloud storage providers, we found out that not all are HIPAA-compliant. We looked for solutions that offer the required agreements and suggested security measures to protect the customers’ PHI and ePHI. We considered pricing and focused on their general and advanced features, as well as our own analysis of their offerings. Learn how we reviewed the best HIPAA-compliant cloud storage service providers by clicking on the tabs below: Bottom Line Confidential health data are commonly stored in the cloud. Choose among the most secure cloud storage services to protect your clients’ sensitive data and stay compliant with HIPAA privacy rules. Ensure that they sign a BAA with a HIPAA-compliant entity. Check out Sync.com, Microsoft OneDrive, Box, Google Drive, Dropbox Business, and Amazon AWS to determine which cloud platform stores PHI and works best for you.

The history of interactive voice response (IVR) systems started in the 1930s when the Voder machine was created. This technology was the first to analyze the English language and produce human-like audio. In the 1960s, the Bell System built a dual-tone multifrequency (DTMF) technology, enabling the development of phones with keypads. Innovations kept emerging—leading to computer telephony integration (CTI) that gathers customer communication into one platform. In this article, we’ll discuss in detail IVR's history, how it has advanced through the years, its overall impact on the customer journey, and what’s next for this technology. The History of IVR 1930: An electronic voice machine, called Voder, was created. It produced human speech-like sounds. 1960s: The DTMF technology was built, allowing the creation of phones with keypads. 1970s: Increase in usage of expensive IVR technology. 1980s: Call center technology boomed, and the first mainstream market competitor for IVRs was launched, making it cost-effective. 1990s: IVRs—which could migrate multimedia at this time—became must-haves for call centers. 2010s: All-inclusive platforms were developed. IVRs became integrated with robust analytics and automatic SMS messaging features. 2020s: IVRs have become vital parts of any customer journey. It is now integrated with marketing campaigns in multiple channels. The 1930s: The Invention of the Voder The Voder, derived from the phrase "voice operation demonstrator," was the first electronic machine to produce synthetic human speech. It was created by Homer Dudley of Bell Laboratories. Its process involves converting buzzing tones from their relaxation oscillator into vowel and nasal sounds. The device also features additional special keys to generate complex consonant sounds. The invention was aimed at transmitting synthetic voice over copper-wire phones. The Voder was first launched at the New York World's Fair in 1939 and then presented in San Francisco in 1940. There were only 20 trained operators who could maneuver the machine during these demonstrations. The 1960s: The Invention of the DTMF The earliest call centers consisted of many individuals who picked up calls only to reroute them to the proper agents. Developments were emerging to provide a more cost-effective solution, leading to the creation of the DTMF. DTMF is a signaling system that enabled touch-tone dialing and the emergence of phones with keypads. The four-column DTMF keypad layout consists of letters “A,” “B,” “C,” and “D,” with numbers “0” to “9,” and “*” and “#” keys. Replacing the rotary dial, the touch-tone system with a keypad became the standard for mobile and landline services. The 1970s: Increased Demand & Usage of Expensive IVRs The touch-tone system and synthetic speech made it possible for the first IVR solution to emerge in the 1970s. This integration allowed improved interactions with consumers, even though its set of vocabulary was still flawed. The usage of IVR technology increased during these years, even though it was still too expensive for call center automation. The 1980s: Growth in Call Center Technologies & IVRs In the 1980s, there was a great increase in the need for IVRs. Modernizations in call center technology were fast-growing, resulting in economical setups for customer service. This decade is when Perception Technology—the first mainstream hard drive market competitor—was launched by Leon Ferber. This system enabled storing digital speech on a disk, playing a particular audio message, and processing DTMF responses. The origination of computer telephony integration (CTI) came as the IVR evolution continued. Other innovations included speech-enabled IVRs along with early developments in machine learning (ML) and artificial intelligence (AI). The 1990s: IVRs With CTI Became Vital for Call Centers IVRs became widely used for businesses in the 1990s. Meanwhile, the usage of call queuing and automatic call routing became common by the mid-1990s. In the late 1990s, multimedia migration to call centers led to companies investing in IVR systems with CTI. This integration allowed businesses to integrate their call centers into their marketing campaigns. Moreover, the continuous enhancements in IVRs made them cheaper for company implementation. The 2010s: The Emergence of All-inclusive Call Centers With IVRs Contemporary platforms emerged in the 2010s. An emphasis on integrating IVRs with comprehensive analytics, automated SMS messaging, and advanced call monitoring features was evident during this period. Modern IVR systems are now part of a larger solution—allowing seamless integrations of customer communications across channels. Unlike bulky and expensive standalone systems, these advanced all-inclusive platforms now offer options, giving customers the opportunity to choose their preferred method. The 2020s: IVRs Became an Essential in the Customer Journey Nowadays, IVRs are already incorporated into the overall customer experience. It now comes with a personalized brand voice, customer data protection, and fraud and spam detection. In addition to routing to the best department to solve customer needs, this tool is now integrated into marketing efforts. The self-service model has grown significantly with the emergence of conversational IVRs. These artificial intelligence (AI)-powered technologies replicate the experience of speaking with a live agent. IVR Systems Today Present-day IVR systems provide solutions to customers faster, even without the need to connect with a live operator. It is useful for many industries and uses. It can help manage hotel reservations, bills payment, market research, ticket purchases, and present information on products and services. These latest functionalities meet the market’s needs. Zendesk's research shows that 69% of people try to solve their problems on their own before contacting customer service. However, businesses must ensure that they are implementing IVR self-service best practices to increase customer satisfaction. A poorly designed automated system can break a business, especially if it wastes consumers’ time without addressing their issues. What’s Next for IVR Systems IVR systems might have come a long way already, but they are still constantly advancing. We are already seeing conversational IVRs in all-in-one communication or customer service solutions. However, we are expecting more innovation concerning AI and ML integrations. Moreover, the possibilities are endless with the constant growth of technologies. We might see IVRs routing consumers in multimedia content, such as videos, or even online content through apps. We can also assume its support for wearables or collaboration with digital assistants, such as Siri. One thing is for sure, IVR capabilities are here to stay. Bottom Line The creation of the Voder machine and the DTMF technology paved the way for the creation of IVR systems. It advanced and expanded its uses, including presenting information, payment processing, and reservation management. Its innovation keeps rising, involving AI and ML for conversational IVRs to reduce call wait times and better customer service.

An easy way to ensure your team is providing a best-in-class customer experience is to quantify customer satisfaction using a metric known as CSAT. This metric helps you learn what aspects of your business attract or displease clients. Ways to measure and improve customer satisfaction include running CSAT surveys, opening up support channel options, improving handle times, and training employees well—grounded on company values and best practices. According to the Customer Experience Trends Report, 75% of customers are willing to spend more on businesses that offer an excellent experience. While there are many aspects to work on when it comes to your product or service and communication, the good news is that customer satisfaction is attainable. Below are some tips to improve customer satisfaction you can implement for ideal outcomes: 1. Implement Customer Satisfaction Surveys (CSATs) CSAT is used to gauge a customer’s satisfaction with a product or service by asking a variation of the question, “How would you rate your overall satisfaction with the products/services you received?” Customers can select from a scale of 1 to 5, where 1 is very unsatisfied and 5 is very satisfied. Only those who selected “Satisfied” or “Very Satisfied” are treated as satisfied customers. CSATs help businesses determine the overall performance of products and services in meeting customer expectations. It also lets them discover which offering needs improvement and which needs promotion. 2. Explore Other Types of Customer Satisfaction Surveys You can also try other types of customer satisfaction surveys, depending on your needs. For example, you can set up a Net Promoter Score (NPS) survey if you want to measure customer loyalty and discover unsatisfied customers. This type of survey asks your customers, “How likely is it that you would recommend our company/product/service to a friend or colleague?” Respondents can select a score from 0 (not at all likely) to 10 (extremely likely). You can send this out through a form, email, text message, website pop-up, or customer feedback software, like . Other ways to measure customer service include: Post-purchase survey: Get feedback on a specific purchasing experience Product or service development survey: Determine feedback on new products before launch Usability survey: Receive feedback on the overall experience of a system or website 3. Improve Average Handle Times (AHT) There are many ways to improve average handle times, and one of them is to properly set up your business phone service’s interactive voice response (IVR) menu. A well-configured IVR directs customers to the most appropriate agent, addressing their issues or inquiries promptly. Additionally, more features can help agents speed up the process while handling a call, such as notes and artificial intelligence (AI)-powered suggestions. Businesses must choose the contact center solution that provides the most beneficial tools for their needs. 4. Provide an Omnichannel Customer Experience According to Zendesk’s Customer Experience Trends report, 63% of their respondents always try to address their needs by finding answers on a company’s website first. This is one of the reasons why you should provide an omnichannel customer experience. Provide a self-help channel—like a knowledge base—to let them resolve their issues as fast and efficiently as possible. Other types of channels you can offer may include phone, email, social media, in-app, or webchat—enabling them to reach out to you in ways they’re most comfortable with. Providers like  offer omnichannel features for this need. Read our Freshdesk Contact center review if you’re interested in learning more about its platform. 5. Provide Proper Employee Training & Workloads Aside from product and tech-related strategies, employee-focused efforts must be prioritized as well. Agents need ample training to become knowledgeable in products, services, and the company’s values as they represent the business as a whole. Moreover, they should be provided with reasonable workloads for optimal performance and to avoid possible burnouts that affect their skills. Why Businesses & Call Centers Track Customer Satisfaction Customer satisfaction is important as it affects current and future buyer behaviors. It is influenced by many factors, including a product’s or service’s quality, price, and support. When customers are satisfied, they buy more and spread the word about it—bringing in more sales for your business. The efforts for customer satisfaction must not stop at the end of a new sale. According to B2B International, a business-to-business market research company, the cost of customer retention is only one-tenth of customer acquisition. Therefore, businesses must focus on keeping current customers as well as gaining new ones. It is a good practice to calculate the customer retention rate to determine if your business generates a good percentage or if you need to implement new strategies to improve it. How to Know if Your Customers Are Satisfied The most common source of information to determine if your customers are satisfied is their feedback. You can directly or indirectly review their feedback on your product or service by looking into review sites, social media, surveys, and open communication channels, such as email or chat. High customer retention and referral rates indicate that their expectations are met or exceeded. However, you can also detect deeper customer satisfaction once you turn your repeat buyers into loyal ones. The chance of loyal buyers looking into a competitor is slimmer, and they are most likely to spread positive word-of-mouth and recommendations—which is beneficial for your continued business growth. Reasons for Low Customer Satisfaction As technology and competition advance, customer expectations tend to get harder to meet or exceed. Aside from the quality of the product or service rendered, low customer satisfaction is caused by one or many aspects concerning employee or platform performance. Let’s discuss some of the reasons for low customer satisfaction in more detail below: Poor Customer Service From Employees Businesses must provide excellent customer service regardless of where their customers are in the buyer journey. It can make or break their experience, which greatly influences their purchasing decision or repeat business. When customers reach out to customer support, they expect that their inquiries or issues can be resolved smoothly. Most of them get frustrated about agents who lack knowledge of the product or service—making them unable to help them quickly. A report by NewVoiceMedia (bought by Vonage) states that 42% of buyers stop supporting businesses when agents are unhelpful or rude. Weak Customer Support Platform Aside from human errors, unreachable customer support can make potential clients switch to your competitor. This is why you should consider a customer service solution’s uptime to ensure that you are reachable whenever needed. Potential issues arise when a business chooses a platform that does not come with the best customer service and VoIP business phone features they need. For example, when a company is dealing with high call volumes, it needs a tool that comes with an IVR system. Lack of Available Channels Aside from your customer service solution’s uptime, being available means your customers can reach you in a channel that they’re most comfortable with, such as phone and social media. While some buyers like phone support, others try to find answers through self-help solutions. Determine which communication options your customers go for to avoid offering those they are unlikely to utilize. Bottom Line Customer satisfaction is the ultimate goal of all businesses and providers, and it can be measured in several ways, such as CSATs and NPS surveys. Follow the tips to improve customer satisfaction to ensure a smooth buyer journey. Implement surveys using the proper communications platform for your business and prioritize agent training and management.

Nextiva Analytics is a powerful tool for monitoring customer satisfaction and agent performance offered as part of Nextiva’s unified communications platform—called the NextOS. It enables businesses to generate call activity reports and access survey analytics, staffing requirements, and gamification tools, but does require you to upgrade to an Enterprise-level plan, which costs $32.95 per user. If your business does not experience heavy call traffic or does not want to track voice metrics like average handle time, this feature may not be worth the cost of upgrading your business phone service. However, Nextiva Analytics is a value for call centers that want to leverage Nextiva’s business phone service’s other benefits and use key performance indicators (KPIs) to measure agent performance and improve the overall caller experience. Metrics You Can Monitor Using Nextiva Analytics Nextiva Analytics tracks essential call center metrics and KPIs to enhance efficiency in both customer and employee experiences. Additionally, it helps identify opportunities for improvement to ensure that your business is maintaining the top-notch quality of service. Here are some of the many call center metrics and KPIs it comes with: Total number of calls: Its value is the sum of all types of calls received in the specified period. Types include inbound and outbound calls. Average speed-to-answer (ASA): Its value can be obtained by dividing the total number of calls from the total number of wait and ring times of the calls answered. Average handle time (AHT): This is calculated by the sum of the talk, hold, and wrap-up time divided by the total number of calls answered. Average wait time: This metric is the total number of wait times divided by the number of calls answered. Average wait time in queue is also available for those with the automatic call distribution (ACD) feature. Number of calls completed service level: This is the number of ACD calls completed within the requested service level. Calls completed at the service level are those where the talk time plus the hold time is less than the performance parameter specified by the user. Customer satisfaction score (CSAT): The total number of all customer satisfaction scores is divided by the total number of answered post-call surveys to obtain the percentage. Nextiva Analytics Key Features & Benefits is packed with a wide range of tools for measuring call activity, call center metrics, and incentivizing continuous improvement. It also makes this information easy to digest using customizable dashboards and reports. Nextiva Analytics is able to do this with the following features: Let’s discuss each in more detail below. Reports Nextiva’s reporting tool provides a view of data, such as call activity summaries, through graphs, charts, maps, and other visuals. You can utilize standard templates or customize reports, selecting which metrics and periods to display. You can also export these reports into an Excel file as needed. Businesses also track marketing campaign effectiveness through analytics. For example, you can assign a specific number for every campaign to easily track its success in attracting leads. Additionally, those running multiple regional or national campaigns can utilize reporting filters to determine which performs better and where. The data gathered and displayed by Nextiva Analytics then helps businesses decide which areas to target more. Dashboards A dashboard is a collection of reports displayed as tables or charts. It also displays metrics through tiles that include indicators, showing if the metric improved or declined during the selected period. While users can choose from system-generated templates, those subscribed to the business phone system’s Enterprise licenses have the option to create custom dashboards from scratch. Aside from creating dashboards from templates or scratch, Nextiva also allows users to edit, duplicate, and delete dashboards. You can configure the dashboard settings to specify where you want to publish the dashboard and if you want to share it with all users or specific individuals. Survey Analytics Nextiva lets you capture customer and employee feedback—enabling you to create more informed business decisions. Survey analytics helps businesses in a variety of ways, including determining employee and customer satisfaction and conducting market research. Reports generated from survey responses can also be exported into a PDF, JPG, PNG, or CSV file, depending on the data you are choosing to export. Note that survey features, including analytics, are available only to users subscribed to a Business Communication Ultimate plan. Aside from analytics, this tier comes with a drag-and-drop survey builder, a custom landing page, email alerts, customization, and branding. Those interested can request a demo to find out if it suits your needs. Wallboards Wallboards display a set of metrics on large screens to help businesses monitor call center statistics in real time. Users can highly customize these views, including data displayed through filters, metrics, themes, and types. Wallboard type options to choose from are Users, Locations, Call Groups, and Custom Groups. Like dashboards, users can create, edit, delete, and duplicate wallboards. Configuration settings are available as well, letting you specify who can have access to these wallboards. Aside from monitoring, wallboards are also used in employee engagement and gamification. Staffing Requirements Businesses need to ensure that there are available agents to address their customers’ needs. Nextiva lets you review historical data when your call center receives a larger volume of calls. You can also filter information by a variety of categories, such as specific phone numbers, locations, and call groups. Apart from the usual information, such as the total number of calls on certain hours or dates, missed calls are also to look into in making staffing decisions. Check if there are also spikes in missed calls as these can be caused by the lack of available agents. Remember, a missed conversation is a missed opportunity or lead. Gamification If your business has on-site teams, you can utilize customized gamification wallboards on your call floors. You can set up a display of your agents’ rankings to help agents stay motivated to earn first place. These wallboards are updated in real time—helping agents stay on track of their goals and determine how they’re performing compared with their peers. Positive employee engagement keeps them motivated—leading to better business results. Metrics for the leaderboards may differ depending on the team or business needs. For example, support agents can compete over the shortest time to resolve issues, while sales teams can compete over the total number of calls made to their leads. Why Businesses Need Tools Like Nextiva Analytics The Nextiva Analytics feature is a beneficial tool for companies handling high call volumes. It tracks your call center’s activities, including survey responses from your customers and employees. The data it gathers and presents helps analyze trends, create better business decisions, measure team and agent performance, predict future business results, and increase sales. Users’ access to both real-time and historical data is also impressive, alongside the creation of custom reports, dashboards, and wallboards with an easy-to-use interface. These features ensure that your business is on top of customer needs. For example, if you are seeing a trend of an increase in missed calls at a certain time, you can then assign more staff to handle the spike in call volume. Bottom Line comes with an analytics tool that captures real-time and historical data of the call center’s activities. This information helps supervisors and managers monitor customer experience and agent performance. Additionally, it provides a wide range of call metrics, including the total number of calls, wait time, and customer satisfaction. Learn more about its whole platform by visiting Nextiva’s website.

Debating between 8x8 vs Ooma for your professional calling needs? 8x8 offers better support for those with a global presence, but does limit the number of users for its lowest cost plan. Ooma provides a more affordable option for larger teams who don’t need the more advanced functionality found in upgraded business phone plans. As a result, the best use cases for either voice-over-internet-protocol (VoIP) services are as follows: : Best for global businesses that need unlimited calls to up to 48 countries and wide virtual phone number coverage of over 120 countries, which is why it is also one of the best services for VoIP international calling : Better option for mid-sized or growing teams looking for a basic VoIP platform to manage business calls, virtual meetings, and voicemails 8x8 vs Ooma Office at a Glance *8x8’s 99.999% uptime service level agreement (SLA) is available across UCaaS and CCaaS services from X2 plans and higher. **Ooma requires a contract for those subscribed to its Enterprise plan. Best for Pricing: 8x8 *8x8 offers up to 25% annual discounts for X2 and higher plans. 8x8 Express users are limited to 10. **Ooma requires a contract for those subscribed to its Enterprise plan. If your small business is on a tight budget,  is a better choice for you. It provides a cheaper monthly fee and a free trial for its base plan. Additionally, it is an excellent option for those looking for a scalable platform, as it allows users to add contact center features. It also lets businesses mix and match plans based on their needs. Both 8x8 and Ooma provide free number porting services. Moreover, Ooma does not impose user limits for its plans, unlike 8x8, which requires a maximum of 10 users for its entry-level plan. Additional local and toll-free numbers in Ooma cost $9.95 per number, per month. However, 8x8 does not publicly share rates for additional virtual numbers. Best for Unlimited International Calling: 8x8 Ooma provides unlimited international calling packages for up to 70 countries. However, these plans are applicable for normal residential use only. Both  and  let users call up to 200 countries. However, 8x8 is still the best option between the two, as it has wider coverage concerning unlimited international calling. It provides unmetered calls to up to 48 countries, while Ooma only allows unlimited calls within the U.S., Canada, Puerto Rico, and Mexico. Ooma has slightly lower per-minute starting fees than 8x8, and 8x8 plans that come with unlimited calls in overseas locations appear higher than Ooma. However, you should look into 8x8’s wide coverage of countries included in its unmetered offerings to ensure that you are keeping your international calling costs as low as possible. If your call recipients fall under these locations, then you can save money in per-minute costs in the long run. Best for Establishing a Global Presence: 8x8 If your business has an international customer base, is an excellent choice. Aside from its unmetered calls to 48 countries, it also provides virtual phone numbers in over 120 countries. Additionally, its platform has great multilingual support, including its video conferencing feature that supports 46 languages. Its contact center is also powered for chat translation to over 20 languages. Ooma lacks international phone numbers but has slightly cheaper per-minute calling fees in some locations. Its software can also accommodate global customers by creating virtual receptionist menus as language choices. You can also change your phone’s language—beneficial for teams with users whose mother tongue isn’t English. Best for Virtual Numbers: 8x8 Apart from the wide international phone number coverage,  wins this area by providing vanity phone numbers that Ooma lacks. Vanity phone numbers help your customers remember the number more easily, as it allows your numbers to spell something catchy, such as 1-800-DESIGN. Both 8x8 and Ooma offer local and toll-free numbers that allow customers to contact businesses without having to pay long-distance fees. Virtual local phone numbers provide a sense of familiarity to your customers. Meanwhile, toll-free ones give an impression that your company is professional and is dealing with a national client base. Best for Uptime: 8x8 Uptime is one of the most important factors to consider in selecting your VoIP provider to ensure your availability to your customers. In this aspect,  is the clear winner. Most providers offer a 99% uptime, equivalent to 3.65 days of annual downtime. 8x8 provides 99.999% uptime across all X-Series plans, which has an equivalent of only 5.26 minutes of downtime per year. This is comparable to other providers with more expensive plans, like . On the other hand,  doesn’t provide an uptime service level agreement (SLA), leaving users uncertain when its services will be unavailable. Best for Video Conferencing: 8x8 Both  and  provide impressive video conferencing with screen sharing features—a great addition to a virtual business phone system. However, 8x8 stands out with its comprehensive capabilities, supporting more meeting participants. It allows up to 500 attendees, unlike Ooma, which only enables a maximum of 25 participants to join a meeting. Apart from Ooma’s meeting password, 8x8 also provides a participant lobby. Both providers integrate with third-party calendars for automated scheduling. Best Alternatives Both and offer affordable VoIP solutions, but they do not match all business use cases. Both providers lack free versions and have fewer third-party software integrations than alternatives. Before deciding on which to purchase, check out other cloud-based phone solutions that can provide better features and inclusions for your needs. A few Ooma and 8x8 alternatives include: : Companies looking for a highly scalable platform with extensive third-party app integrations may check out RingCentral. It offers built-in connections for popular software, such as Salesforce, Slack, and Google Workspace, and open APIs for customized integrations. : If your business has high toll-free usage, look into Nextiva. It offers plans with up to 12,500 toll-free minutes per month, unlike Ooma, which provides 500. 8x8 charges a per-minute fee for toll-free usage. Other features available include unlimited calls, analytics, internet fax, video conferencing, call pop, auto-attendants, and contact center tools. : Solopreneurs and freelancers wanting a virtual phone number for their business may find Ooma and 8x8 overwhelming and expensive. Those starting with very tight budgets can try Google Voice’s free version. It comes with a virtual local phone number and unlimited domestic calls and texts. It also provides voicemail features with customized greetings and transcription. How We Evaluated 8x8 vs Ooma In evaluating vs Office, we reviewed the most common factors that small business owners are looking at when choosing a provider, such as pricing and general features. We also evaluated essential inclusions, such as video conferencing and international calling. Here’s a complete breakdown of these factors: Frequently Asked Questions (FAQs) Does both 8x8 & Ooma support traditional landline phones? Yes. Both 8x8 and Ooma services are compatible with traditional landline phones and other devices, such as IP phones, conference phones, and headsets. What types of support does 8x8 & Ooma offer? 8x8 provides 24/7 web case, chat, and phone support, along with its extensive knowledge base of guides. 8x8 X Series (and higher) users are eligible for live assisted support. Ooma also offers 24/7 live chat support. Other channels include phones and tickets. Are both Ooma & 8x8 Health Insurance Portability & Accountability Act (HIPAA) compliant? Ooma does not publish its compliance and certifications. However, 8x8 boasts its wide range of compliance and industry-standard certifications on its website, including HIPAA, General Data Protection Regulation (GDPR), and FCC Consumer Proprietary Network Information (CPNI). Bottom Line and  are both excellent virtual phone systems for small to medium-sized businesses. Each offers affordable plans with local and international capabilities, virtual phone numbers, and added features, like video conferencing. 8x8 wins this match with omnichannel communication features and great support for international companies. You can try 8x8’s entry-level plan for 30 days to determine if it’s a good fit for your business. Also, check out our 8x8 review for more information on its features and what other users think about its platform.

A call transfer is a business phone feature that allows you to move an incoming or live call from one recipient to another. Users can easily implement call transfers on voice-over-internet protocol (VoIP)-enabled devices through soft key or app button press, or by using touch-tone commands on traditional devices. There are also four different techniques: warm, cold, voicemail, and hold queue, which influence how business calls are transferred. How to Transfer Calls by Phone System Initiating call transfers depend on the call management systems you are currently using. There are three types of call transfer systems that you can choose from: VoIP, virtual phone, and standard public switched telephone networks (PSTN) landlines. Find out below how to transfer calls depending on the type of system you are using: Types of phone system Using VoIP Using a Virtual Phone Number Using Landlines Using VoIP VoIP systems provide great flexibility in functionalities and access. As agents aren’t tied to a single location with these cloud-based solutions, the possibility of reducing voicemail transfers is high, given that more agents can be available from anywhere. Call transfers in VoIP systems are usually done through a desk phone or a web or mobile application. Let’s take a look at one of the leading VoIP providers, , which stands out for its comprehensive set of features for businesses of all sizes. It also offers scalable plans that grow with you as your company grows. RingCentral lets you forward calls through desk phones and desktop and mobile apps. Let’s take a closer look at each: Through RingCentral Desk Phone There are two ways to transfer calls from a RingCentral desk phone: through a soft key and touch-tone commands. Transferring Calls From a Desk Phone Through a Soft Key To begin the process, press the designated soft key labeled “transfer” or “trans.” Users can press the “blind” key when it appears. To initiate a cold transfer, dial the phone number or extension of the destination agent. To perform a warm transfer, users must simply skip pressing the blind key and go straight to pressing the recipient’s phone number or extension. Meanwhile, if you want to direct the caller to the recipient’s voicemail inbox, even if he or she is available, just press *0 before the number or extension. Transferring Calls From a Desk Phone Through Touch-tone Commands Another way is through touch-tone commands if the desk phone doesn’t have soft keys for call transfers. To send a call to another extension in your account, double-press the hash or pound (##) to place your caller on hold, and then dial the recipient’s extension number. If you want to perform a warm transfer, just press the star (*) key first before dialing the extension. To transfer a call to a different phone number, press the hash or pound key twice (##) to place the caller on hold, and then press the star (*) key to access other options. You may hear a prompt specifying that pressing 1 initiates a call transfer. Press 1, enter the phone number, and dial the hash or pound (#) key to complete the process. Through RingCentral Softphone for Desktop Softphone systems typically have a very straightforward and easy-to-use interface. Once you’re in a call, you can choose actions from displayed options, such as mute, record, place the call on hold, or transfer. Forwarding calls to another agent is as easy as pressing the transfer button and then dialing the phone number or extension. RingCentral also offers a submenu for the types of transfer, including blind, warm, or voicemail. Through RingCentral Mobile App The call transfer process on the RingCentral mobile app—compatible with both Android and iOS—is similar. It starts with tapping the “Call Actions” button and then “Transfer.” A list of contacts will appear where you can select your preferred agent or use the dialer. For a cold transfer, select “Transfer Now.” If you wish to perform a warm one, select “Ask First.” Lastly, if you need to direct the caller to the recipient’s voicemail inbox, then press “To Voicemail.” Select Different Option Using a Virtual Phone Number Virtual phone services, like , allow dialing exclusively through its software. Unlike standard VoIP providers, such as RingCentral, users cannot use a desk phone to manage calls. Let’s discuss how to transfer calls with Grasshopper below. Call Transfers With Grasshopper You can transfer calls on Grasshopper through its “Transfer Call” button on its desktop app or by dialing the pound or hash (##) key twice on the mobile app. Regardless of the device you are using, you’ll just have to input the extension followed by the pound key. To transfer an incoming Grasshopper call to an external number, you need to enable the virtual calling card feature—available in all plans. Using Landlines If call transfers are set up on your PSTN landline, initiating them is a breeze. You can either use a switchhook flash—a device or lever that lets you access a secondary dial tone while on a call—or by dialing the pound (##) button twice. After doing any of the two ways mentioned, you’ll hear a stutter dial tone, indicating that you can make a second call to another person. You can then dial the number of the call’s destination. When using a switchhook flash, you need to press it again to connect the two calls. Call Transfer Routing Techniques & When to Use Them The different types of call transfers are essential tools to streamline your customer service operations. It helps you ensure that your customers will be directed to the most appropriate agent to address their needs, especially when your business handles a high volume of calls. By correctly setting up your call transferring capabilities, your customers may get the help they need faster—helping you gain or retain customers. However, if you aren’t setting up your call flows correctly, you are prone to long waiting times, driving your customers to hang up. This is why it is important to understand the different types of call transfers and when to use each strategy, in addition to how to do it with hardware or software technology. Warm Transfers A warm transfer, also known as an attended or consultative transfer, places the customer on hold while you forward the call to a more qualified agent. It is a more organized process: the first recipient updates the second agent with the gathered information during the call hold. Once data is shared and the call is transferred, the original recipient can then hang up the phone. Warm transfers have a variety of advantages, including: You can confirm if the intended agent is available and ready to take the call. If the intended agent is unavailable, you can then decide to either forward the caller to the recipient’s voicemail or to another person in the same department. The second recipient is more prepared to deal with the customer’s needs with the first agent’s shared information. It also enables them to provide a more customized experience to the caller for a more pleasant experience. The disadvantage to this feature is that it exposes the caller to a wait time, which a lot of customers dislike. Cold Transfers Cold transfers pass callers to another agent without the first recipient speaking to them first. These are also called blind transfers because the caller isn’t informed that the call is being sent to another person. Since there is no preparation, unlike warm transfers, the recipient of the call has limited information about the customer’s needs. It may take a bit more time to collect the essential details, and the call will be treated fresh. While warm transfers seem more appealing at most times, cold transfers work best when a caller doesn’t need a specific agent to resolve their issues. For example, if a customer just needs to talk to any sales representative to discuss packages, you can transfer the call to anyone in the sales department. This way, you are eliminating wait times while still ensuring that the destination agent is capable of answering their inquiries. Voicemail Transfers Voicemail transfers take place when the intended second agent is unavailable, and calls are forwarded straight to their voicemail. Note that some customers dislike being sent to voicemail. However, those who want a step further into resolving their issues are glad to record voicemail messages to the agents. Hold Queue Transfers You can also place your caller in another agent’s queue. While this type of transfer ensures that you are matching your customers with the most appropriate agent, it also comes with a potentially long wait time, depending on how many people are in the queue. Why It's Important to Train Teams on Call Transfer Techniques By transferring customers to the wrong department, you are exposing them to longer wait times, potentially resulting in losing them. According to Accenture’s report, 81% of consumers find it frustrating when it is difficult to transact with businesses. Moreover, 73% are expecting customer support to be more convenient, while 61% wish for it to be faster. Frequently Asked Questions (FAQS) Can you transfer a call to your other devices? Yes, and this feature is known as call flipping, pushing, or pulling. This capability is beneficial for agents on the go or those who utilize multiple devices. You can switch devices, depending on which is best to use at the time. For example, if your smartphone has a poor connection or runs low on battery, you can transfer the call to your IP phone without the customer knowing it. What other call transfer settings ensure a great customer experience? Apart from knowing when to use the different types of call transfers, you should also consider other factors of the process, such as hold music, customized greetings, or call transfer spiels. Some businesses play catchy audio that advertises some of their products, while others play entertaining music. These parts of the process shouldn’t be ignored as they contribute to the experience of the customers, which can affect their decision in either waiting or dropping the call. Can I use my contact list in selecting the recipients of the call? In most VoIP providers, yes. It depends on your provider, but some, including , allow you to quickly access contacts on your desktop or mobile device. A lot of systems also include a search tool that lets you easily transfer calls using names or numbers. Bottom Line Call transfer features keep evolving, and now, your customers won’t even be notified that you are being sent from one line to another. You can also configure your call routing system to forward your callers without dropping the line. These capabilities are now essential in handling high call volumes to ensure that wait times are kept at a minimum. While various systems and technologies are available today, you must ensure that your business knows how to optimize these tools for efficient call flows. Not only does it save agents’ and customers’ time, but it also enhances customer experience, leading them to keep coming back to do business with you.

Zendesk Talk is a cloud-based call center software and voice-over-internet-protocol (VoIP) system integrated into the Zendesk Suite. It enables businesses to provide phone support to their customers while also managing conversations across channels. Monthly subscription fees start at $59 per agent. Our Zendesk Talk review revealed it’s a great option for support teams looking for a call center platform that integrates well with a wide range of customer experience channels. These would include live chat and social media messaging. Zendesk Talk Overview What We Recommend Zendesk Talk For is a call center solution hosted in the cloud. It’s accessible from various devices, such as computers or mobile devices. As its access isn’t restricted from a single location, it’s worth checking out for companies with remote employees looking for a channel-rich customer experience platform. When to Use Zendesk Talk Businesses looking for a call center platform that supports an extensive range of customer experience channels: Zendesk Talk—integrated into the Zendesk Suite—lets you connect with your customers in their preferred channels. Users can address issues through voice, chat, social media messaging, email, and text. Additionally, it provides self-service tools, such as bots, knowledgebase, and community forums. You can also read more about the Suite of software’s other benefits in our comprehensive Zendesk Suite review. Customer service or support teams that need live call monitoring features: Zendesk Talk made it to our list of the best call monitoring software for its customizable ticket system with robust tools like listen in and barge in. It also notifies users when audio and network issues arise to ensure ideal customer experiences. Organizations looking for flexible software that supports a wide range of integrations: Aside from its built-in integrations with more than 90 third-party systems, Zendesk Talk also provides application programming interfaces (APIs) and a computer telephony integration (CTI) toolkit, allowing you to use your own call center solution into its platform. When Zendesk Talk Might Not Be a Good Fit Teams with tight budgets looking for a cheaper call center solution: Zendesk Talk comes with the Zendesk Suite platform where monthly fees start at $59 per agent—more expensive than other providers. If your business doesn’t have a lot of budget for tools, try looking into . It provides a free version and paid plans that start at $18 per agent per month. Plans also come with incoming call minutes, which other providers like Zendesk Talk charge by the minute. Read our Freshdesk Contact Center review for more information. Companies with an international customer base looking for a more comprehensive contact center platform: While Zendesk Talk supports overseas calls and provides global phone numbers to over 75 countries, other providers have more appealing offerings like . 8x8 offers unlimited international calling to up to 48 countries and phone numbers to more than 120 countries. Additionally, it has a wide range of security certifications across regions. Check out our 8x8 review to determine if its offerings are the best match for your needs. Businesses looking for reliable call center software with high uptime service-level agreement (SLA): Zendesk Talk has lower uptime of 99.95%, and users can only gain credits during downtimes with the highest tier subscription. If better uptime is your company’s priority, look into . It provides up to 100% SLA, letting you ensure that you’re always available for your customers’ needs. Learn more about its offerings in our Talkdesk review. Zendesk Talk Pricing , integrated within the Zendesk Suite, has monthly fees that start at $49 per agent when billed annually. It comes with support for managing customer communications across channels, such as voice, live chat, email, and social media messaging. Zendesk charges call usage by the minute, depending on how agents receive calls, their type of phone number, and their location. *Fees are applicable for yearly contracts and are paid in full at the beginning of the billing cycle. To get the total cost, you need to combine your subscription fees plus your usage. Usage fees include phone numbers, text messages, minutes, and voicemail transcription. Several factors also affect prices, such as forwarding calls to an external number and the type of phone number. Zendesk Suite Add-ons Zendesk Suite lets you add features and inclusions when you need them. These extra capabilities are available depending on the plan. Users subscribed to any plan can purchase the following: Inbound and outbound text message usage: Starts at 0.0019 of a cent per text Local and toll-free numbers: Starts at $1 per number Inbound and outbound call minutes: Starts at 1.2 cents per minute for inbound calls and 2.2 cents for outbound calls Talk credit package: Starts at $1,000 for $1,031 Talk credits Call recording: 0.003 of a cent per minute Voicemail: Starts at 1.2 cents per minute Voicemail transcription: Starts at 5 cents per minute Sunshine Conversations license: Fees not published Those subscribed to Suite Growth plan or higher can purchase additional data storage and API volume (rates not publicly available). Suite Enterprise users can also pay for additional Premium Sandboxes, which can be used for testing, development, and training purposes. Moreover, if the Suite Enterprise plan isn’t enough for your business needs, you can also explore enterprise-ready plans that start at $215 per agent, monthly. Zendesk Talk Features is a cloud-based voice solution that comes with other customer experience channels. With its features integrated into a suite of customer service tools, it works best for support teams looking for a platform with a wide range of channels. Zendesk Talk Alternatives When looking for alternatives, users must ensure that the platforms come with robust call center features and inclusions. We also considered providing options for popular use cases. Top competitors like and provide business phone systems. However, below, we’re referring to their Contact Center offerings instead. What Users Think of Zendesk Talk The majority of recent reviews align with our analysis of its platform as an excellent solution for managing conversations across voice and digital channels. It works best for companies looking to offer a wide range of communication options to ensure that they can reach their customers in their channel of choice. At the time of publication, Zendesk Talk has earned the following scores on popular user review sites: TrustRadius: 8.10 out of 10 stars based on 19 reviews SelectHub: 88% out of 100% stars based on 2,704 reviews Capterra: 4.4 out of 5 stars based on 2,736 reviews G2: 4.3 out of 5 stars based on 3,554 reviews Most users like Zendesk Talk’s ease of use and deployment, without the need for long waits and installations by technicians. However, some users mentioned that they experience occasional call quality issues. Others shared that there are times when data is lost or call recordings are unsuccessful. Meanwhile, there are mixed reviews on its customer service. There are a few users that applaud its customer support team for being helpful and responsive, while some complained about how slow and unhelpful their representatives are in addressing their issues. Bottom Line According to the Zendesk Customer Experience Trends Report, a phone is the most preferred channel by customers to connect with a business. offers one of the excellent platforms to consider when looking for a contact center solution. It comes with a wide range of customer experience channels to address issues and improve sales, helping you ensure that you can be reached with ease. Moreover, it provides flexibility in terms of access, making it work best for companies with remote customer service and support teams. However, its rates are higher compared to some popular tools, like . Small businesses with tight budgets can look into Freshdesk Contact Center as it provides a free version and cheap paid plans that come with incoming call minutes that are packaged for advancing business needs. Those interested may sign up for a 21-day free trial to determine if it matches your current business requirements.

Talkdesk is a cloud-based contact center platform that helps businesses provide optimal customer experiences. It lets users manage client conversations through their preferred channels, such as voice, chat, text, email, and social media. Pricing starts at $75 per user, per month with a three-year contract. Based on our Talkdesk review, we found ‌it provides flexible and advanced omnichannel contact center solution for various industries, such as healthcare, financial services, and retail. Talkdesk Overview What We Recommend Talkdesk For is a contact center as a service (CCaaS) software solution that supports omnichannel engagement—unifying conversations on calls, texts, emails, chats, and digital channels. It also helps supervisors manage teams, regardless of their location, to ensure optimal customer experiences. It is worth considering for remote teams with advanced customer experience management and strict security compliance needs. When to Use Talkdesk Companies looking for a reliable contact center solution: One of the best call center phone systems on our list, Talkdesk, offers up to 100% uptime SLA. Sales teams reaching a large number of customers: Talkdesk offers impressive automated outbound dialers and is among our best predictive dialer providers list. Businesses looking for an industry-specific contact center: Talkdesk has platform versions built for a variety of industries, such as finance and healthcare. Those who want to automate call routing for customer satisfaction: Talkdesk offers automatic call distribution—connecting callers to the most appropriate agent or department. Agents who want to improve connection rates: Match your call recipients’ phone number with Talkdesk’s local presence dialer for familiarity and trust. Businesses that want to ensure quality conversations: Talkdesk made it to our list of the best call monitoring software with its quality management tools, like transcripts, call recordings, and interaction analytics. When Talkdesk Might Not Be a Good Fit Small businesses with tight budgets: Try  if you are looking for a low-cost solution for your needs. It has a free version and cheap paid plans that come with an impressive set of features, including omnichannel engagement support and custom reports. Companies with a global presence, handling high call volumes: If you aren’t impressed by Talkdesk’s per-minute charges, try . It offers unlimited calls to up to 48 countries and has a comprehensive set of features and security/standard certifications. Sales teams looking for a more basic platform: If Talkdesk’s price and advanced tools are overkill for your business, try  instead. Its prices start at $35 per user, per month and has excellent contact center and sales engagement tools, which are great for sales organizations. Talkdesk Pricing requires users to subscribe for a minimum of three years with monthly fees starting at $75 per user, per month. It does not publish straightforward pricing information, unlike other providers that display fees for a certain number of users and contract length. Other pricing options include per-hour login consumption and concurrent billing. *Prices are based on three-year contracts and are exclusive of per-minute usage rates. Fees are paid in full at the beginning of the billing cycle. Talkdesk unlocks premium features per tier, unlike its competitors, which provide some capabilities across plans with increasing limits, such as more minutes or longer storage. However, all users can experience the flexibility of its platform’s functionalities through their wide range of add-ons. Talkdesk Add-ons Talkdesk offers a variety of add-ons, including more integrations, services, and features. Below is an overview of its offerings: Packages: Extend your plan’s capabilities with feature add-ons, such as workforce management, customer experience analytics, agent assist, and proactive outbound engagement. CX Cloud Elite and Experience Clouds plans let users select one of the four add-on package options as part of their subscription. Integrations: Those with unique needs and environments can also choose from its premium connections with popular third-party software, like Salesforce, Zoom, Microsoft Teams, and Epic. Products: Talkdesk also offers numerous products for specific needs, such as more engagement channels, PCI-compliant payment, local presence, and a softphone. Services: If you need more Talkdesk support, you can also choose to add premium support, a technical account manager. Other services include custom hosting, managed services, and CX Talent. Talkdesk Features allows businesses to provide optimal customer experiences across channels in a single platform with computer telephony integration (CTI). It is equipped with robust capabilities for process automations to save teams time that they can utilize for more important tasks. Extensive AI-powered tools are available for various purposes, including workforce and quality management, real-time agent assistance, and customer experience analytics. While Talkdesk highlights its industry-specific solutions for financial services and healthcare on its Experience Clouds plan, it is also built for a variety of industries, such as: Communications, media, and entertainment Government and education Information technology and services Manufacturing Retail, ecommerce, and consumer goods Staffing and employment services Transportation and logistics Travel and hospitality Talkdesk Alternatives There are numerous alternatives, but with its focus on improving customer experiences, we opted for competitors that provide contact center platforms. Below are some similar solutions you can check out. Looking to explore more options? Check out our list of the best Talkdesk alternatives to determine which product matches your needs. What Users Think of Talkdesk Most of the recent reviews match our analysis of its platform’s flexibility and ease of use. It works well for small to mid-sized businesses (SMBs) looking for a reliable contact center system that helps them manage customer communications through phone and digital channels. Those with tight budgets and average call volumes may look into other low-cost platforms, such as Freshdesk Contact Center. At the time of publication, Talkdesk has earned the following scores on popular user review sites: TrustRadius: 8.7 out of 10 stars based on 469 reviews G2: 4.4 out of 5 stars based on 1,639 reviews Gartner: 4.6 out of 5 stars based on 446 reviews GetApp: 4.5 out of 5 stars based on 674 reviews Software Advice: 4.54 out of 5 stars based on 674 reviews GetVoIP: 4.6 out of 5 stars based on 218 reviews Trustpilot: 4.4 out of 5 stars based on 848 reviews Cuspera: 4.46 out of 5 stars based on 10,205 reviews The majority of users who left high Talkdesk ratings appreciate its user-friendly and easy-to-deploy platform. They also commended its flexibility with its functionalities—offering add-on packages and integrations. There are mixed reviews on its customer service, but most users commend its team’s expertise and responsiveness. Bottom Line is a great choice for small to medium-sized businesses with advanced contact center needs. Its AI-powered platform eliminates repetitive tasks and helps resolve customer issues faster through automation, including real-time agent assistance. Additionally, it also offers quality and workforce management tools to ensure smooth communications with clients and colleagues. Meanwhile, is an excellent Talkdesk competitor, with its similar comprehensive set of features and high 99.999% uptime. While its contact center appears more expensive, its plans include unlimited calls to up to 48 countries, which Talkdesk lacks. Those interested may view its demo and request a quote for more accurate pricing information.