Call routing and queues
Sending each caller to the right agent or team, with menus and callbacks.
Vendors
A contact center your supervisors can actually see into
CCaaS (contact center as a service) moves call queues, routing and reporting to the cloud. Agents can take calls, chats and emails from anywhere, and supervisors see what is happening in real time. We compare the platforms on your call volume, your channels and the tools you already use, then manage the purchase and the move.
[DRAFT - pending owner review]
What this category covers
More than voice
Chat, email and SMS handled in the same queue as calls.
Reporting and AI
Live dashboards, call recording, transcripts and AI summaries for supervisors.
CCaaS vendors we represent
Compare the featured options by fit, trade-offs and the problem each one solves.
RingCentral RingCX
Authorized partner
An AI-first contact center that sits alongside the RingCentral phone system.
What it does: RingCX handles voice and digital channels in one agent desktop, with AI-assisted summaries, transcripts and quality review. It runs alongside RingEX, so the office phone and the contact center come from one vendor.
Best fit
Businesses already on RingCentral, or teams that want phone and contact center on one bill.
Look elsewhere if
Your team already runs on Zoom. Compare Zoom Contact Center.
Zoom Contact Center
Authorized partner
A contact center built into the Zoom app your team already uses.
What it does: Zoom Contact Center adds queues, routing and reporting for voice, video, chat and SMS inside the Zoom Workplace app.
Best fit
Teams already on Zoom Phone or Zoom meetings that want to add a support or sales queue without a new tool.
Look elsewhere if
You do not use Zoom today. Compare RingCentral RingCX or Dialpad.
Dialpad
Authorized partner
An AI contact center with live transcription and coaching on every call.
What it does: Dialpad Support is a contact center that runs on the same platform as Dialpad's business phone. Its AI transcribes calls in real time, prompts agents with answers and scores calls for supervisors.
Best fit
Sales and support teams that want real-time coaching and call notes without a separate tool.
Look elsewhere if
You only need a simple call queue for a handful of people. A phone system with basic queues may cost less.
Vonage
Authorized partner
A contact center with strong CRM integration, especially Salesforce.
What it does: Vonage Contact Center routes calls and digital conversations using customer data from your CRM, and logs every interaction back to the record.
Best fit
Teams that run sales or service out of Salesforce and want calls tied to customer records.
Look elsewhere if
You do not use a CRM today. A simpler platform will be easier to run.
These are the featured vendors for this category. Every other vendor we hold an agreement with is on the vendor list, and an advisor can bring any of them to a call.
See the full vendor list →Outgrowing a basic call queue?
Tell us what your team handles each day. We will show you the two or three platforms that fit and what each should cost.
Talk to a CCaaS Advisor