Avaya filed for bankruptcy in 2023, which shook the market’s confidence in the platform. They now require a minimum of 200 seats to qualify for sales for their AXP Public Cloud service. Additionally, their heavy reliance on partnership integrations has made them more of a roadblock than an enabler for growing sales and support teams. 

If you’re a sales or support leader evaluating alternatives, you’re making the right move. This comprehensive guide examines eight cloud-native contact center platforms that deliver enterprise-grade capabilities without enterprise headaches. 

Read on. 

Why Consider Alternatives to Avaya?

Avaya has been a legacy platform serving customers globally since 2000. However, the platform’s limitations grew faster than its tech-stack could catch up. They struggled to update their products with modern technologies like conversation intelligence and AI-driven sales tools.  

Older systems like Avaya find innovation and feature rollouts more challenging unlike cloud-native platforms, which are generally more adaptable.  

Other than that, Avaya doesn’t offer a standalone UCaaS solution. RingCentral actually powers Avaya’s UCaaS. So, if you want a seamlessly integrated omnichannel communication platform at a lower price, you might find better top avaya alternatives like Acefone.  

But before diving into the alternatives, let’s understand more about the Avaya platfrom. 

Avaya Overview 

G2 Rating: 4.1/5 stars 

Avaya Infinity Platform represents a veteran player in the contact center space. The offering includes both on-premises and cloud solutions through various products including Avaya Cloud Office, AXP Public Cloud, and AXP Private Cloud.  

Built on decades of telecommunications infrastructure, Avaya has attempted to modernize through strategic partnerships. Most notable is the integration with RingCentral’s UCaaS platform for its cloud offerings.  

The platform’s evolution reveals three major challenges legacy vendors face in the cloud-first era:  

• Complex pricing structures 
• Dependency on third-party integrations 
• Business model that increasingly favors large enterprises over growing mid-market companies 

Top Features: 

• Omnichannel Routing: Unified customer interactions across voice, email, and chat 
• Workforce Optimization: Built-in quality management, recording, and performance analytics 
• AI-Powered Self-Service: Automated IVR and virtual assistant capabilities for customer deflection 
• CRM Integrations: Pre-built connectors for Salesforce, Microsoft Dynamics, and ServiceNow 

Pricing:

Plans starting at $20 per user/month 

Best For: 

• Large Enterprises: Organizations with 200+ agents and complex hybrid infrastructure needs 
• Regulated Industries: Financial services and healthcare requiring stringent compliance frameworks 
• Government Agencies: Public sector entities with on-premises security requirements 

The Challenge:  

Here’s the reality: Avaya’s new 200-seat minimum and add-on-heavy pricing model make it prohibitively expensive for growing teams. That’s why forward-thinking leaders are evaluating alternatives that offer flexibility, transparency, and modern cloud-native architecture. 

The Top 8 Avaya Alternatives: Your Comprehensive Guide 

Here are the most top Avaya alternatives with better pricing and efficiency: 

1. Acefone

G2 Rating:  4.7/5 stars 

Acefone delivers a comprehensive CXaaS (Customer Experience as a Service) platform purpose-built for small, medium, and large enterprise teams. The Ace X platform combines AI-powered automation, omnichannel communication, and deep analytics. This power combo has garnered the trust of over 5,000 businesses globally. 

Processing more than 2.5 billion calls annually, Acefone’s cloud-first architecture enables rapid deployment, often within hours. All this while delivering reliability and scale to mitigate the increasing demand.  

Unlike Avaya that bolts on features through acquisitions or partnerships, Acefone’s native-built technology stack ensures seamless integration across voice, SMS, WhatsApp, video, and email channels. 

Top Features: 

• AI Post Call Analytics: Sentiment analysis, automated call summarization, call transcription, call score and more 
• Multiple Dialing Modes: Progressive, predictive, preview, ratio and power dialing for outbound efficiency 
• WhatsApp Interactions: Attend voice calls or customer chats over WhatsApp using your verified business number 
• Omnichannel Platform: Unified dashboard for handling and viewing voice, chat, and WhatsApp, interactions 
• Native Integrations: Pre-built connectors for 20+ CRM, helpdesk, and business tools 
• Flexible Call Routing: Skills-based, time-based, and AI-driven intelligent routing 
• Voice Streaming: Real-time two-way audio over the internet for AI tools, live listening, and smooth switch to a human agent if needed.

Key Benefits: 

• No Minimum Seat Requirements: Scale from 5 agents to 5,000 without pricing penalties 
• Rapid Deployment: Cloud-native platform goes live in hours, not months 
• Transparent Pricing: Pay-as-you-go models with no hidden add-on fees 
• Dedicated Support: Direct access to cloud experts and technical support teams 

Pricing: 

• Flexible plans with pay-as-you-go options 
• Custom pricing based on feature selection and user count 

Best For: 

• BFSI: Secure, compliant platforms for banking, insurance, and financial advisory firms 
• EdTech: Scalable solutions for enrollment teams, student support, and alumni engagement 
• Retail: Omnichannel customer service for e-commerce and brick-and-mortar operations 
• Healthcare: Cloud-based solutions for patient engagement and telehealth support 
• Professional Services: Flexible contact center solutions for consulting, legal, and accounting firms 

Why Acefone Beats Avaya:  

Where Avaya forces you to commit to 200 seats and navigate complex add-on pricing, Acefone lets you start small and scale strategically. You get enterprise features like AI assistance, omnichannel interactions, and advanced analytics.

2. Exotel

G2 Rating: 4.5/5 stars 

Exotel stands out as one of India’s leading cloud-based communication platforms, serving over 7,000+ businesses and processing billions of customer interactions annually.  

Founded in 2011, Exotel has established itself as a reliable lik top Avaya alternatives, particularly for organizations operating in Asia-Pacific markets. The platform delivers a comprehensive suite including contact center solutions, CPaaS (Communication Platform as a Service), and conversation intelligence. All this, built on a cloud-native architecture. 

Top Features: 

• Omnichannel Communication: Unified platform for voice, SMS, WhatsApp, and email 
• Smart Universal Routing: Skills-based, time-based, and AI-driven intelligent routing 
• Universal Agent Desktop: Single interface for handling all customer interactions 
• Powerful Dialers: Progressive, predictive, preview, and power dialing modes 
• Quality Management: Automated QM with call recording and monitoring 
• Custom Integrations: Standard CRM integrations plus in-house system connectivity 

Key Benefits: 

• 99.99% Uptime Guarantee: Patented monitoring system with backup routes for reliability 
• Flexible Deployment: Options for private cloud, public cloud, hybrid, or on-premises 
• 24/7 Direct Support: No third-party dependencies for technical assistance 
• Scalable Pricing: Slab-based pricing for different sized teams 

Pricing: 

• Essential Plan: Starting from $70/user/month 
• Advanced Plan: Starting from $100/user/month 
• Enterprise Plan: Custom pricing 

Best For: 

• Emerging Markets: Companies operating primarily in the Asia-Pacific regions 
• Regional Operations: Businesses requiring local language support and regional integrations 
• Flexible Deployment Needs: Organizations wanting choice between cloud and on-premises solutions 

3. 8×8 Contact Center 

G2 Rating: 4.1/5 stars 

8×8 provides a cloud-based customer interaction management platform combining voice, video, chat, and contact center capabilities under one roof. As a publicly traded company with global infrastructure, 8×8 offers enterprise reliability with built-in redundancy and carrier-grade voice quality. 

Top Features: 

• Real-Time Analytics Dashboard: Monitor agent productivity and customer satisfaction metrics 
• Gen-AI Self-Service: Automated chatbots and virtual agent technology 
• Native Integrations: Salesforce, Zendesk, Microsoft Teams 
• IVR and ACD: Intelligent routing to match customers with best-fit agents 

Key Benefits: 

• Strong global presence with data centers across six continents 
• Unified communications and contact center in single platform 
• Quality video conferencing capabilities 

Pricing:

Custom pricing (contact for quote) 

Best For: 

• Healthcare: Telehealth integration and patient engagement 
• Retail: Omnichannel customer support for e-commerce 
• Professional Services: Integrated communication for remote teams

4. Dialpad

G2 Rating:  4.4/5 stars 

Dialpad positions itself as an AI-native communications platform with proprietary Voice Intelligence technology built on billions of minutes of business conversations. The platform combines business phones, video meetings, and contact center functionality with AI-powered conversation analytics. 

However, Dialpad’s reporting is limited, requiring dedicated analysts to decode the data. Real-time agent monitoring is delayed and cumbersome. With slow retrieval of transcripts and recordings causing call delays and queue backups.  

The system’s unique structure complicates skill-based oversight and KPI tracking. Additionally, Dialpad lacks PCI compliance for IVRs and has no reporting for email or chat. 

Top Features: 

• AI CSAT: Infers customer satisfaction scores from 100% of calls using sentiment analysis 
• Real-Time Assist Cards: Dynamic suggestions and knowledge base prompts during live calls 
• Voice Intelligence: Automated transcription, call summaries, and action item extraction 
• CRM Screen Pops: AI-powered caller information displays in Salesforce and HubSpot 

Key Benefits: 

• Cloud-native architecture with rapid feature releases 
• Excellent AI capabilities for coaching and quality assurance 
• User-friendly interface with minimal training required 

Pricing:

UCaaS starts at $60/user/month 

Best For: 

• Tech Industries: Developer-friendly APIs and integrations 
• Professional Services: Sales and support team collaboration 
• EdTech: Remote learning support and student services 

5. Genesys Cloud CX 

G2 Rating:  4.4/5 stars 

Genesys Cloud CX represents a mature, feature-rich contact center solution designed for large enterprises. With strong AI investments and extensive customization options, Genesys serves teams with complex operational requirements. 

Top Features: 

• Omnichannel Orchestration: Seamless customer journey across channels 
• Workforce Engagement: Forecasting, scheduling, and quality management suite 
• AI-Powered Automation: Predictive routing and chatbot builder 
• Open APIs: Extensive customization and integration capabilities 

Key Benefits: 

• Robust enterprise-grade platform with proven scalability 
• Strong analytics and reporting capabilities 
• Comprehensive workforce optimization tools 

Pricing:

Starting at $75/user/month 

Best For: 

• BFSI: Large financial institutions with complex compliance needs 
• Healthcare: Multi-location health systems 
• Retail: Large-scale e-commerce operations 

6. Aircall

G2 Rating:  4.4/5 stars 

Aircall offers a cloud-based VoIP phone system with all the basic contact center features.  It is designed primarily for sales and support teams in small to mid-sized businesses. The platform emphasizes simplicity and quick deployment over advanced enterprise features. 

Top Features: 

• Shared Call Inbox: Team-based call management and commenting 
• 100+ Integrations: Connects with Salesforce, Slack, HubSpot, Intercom 
• Call Recording and Transcription: AI-generated summaries and sentiment analysis 
• Mobile Responsiveness: Full feature access on smartphone devices 

Key Benefits: 

• Quick setup (under 24 hours for most deployments) 
• Intuitive interface requiring minimal training 
• Strong CRM integration ecosystem 

Pricing: 

• Essentials: $30/user/month 
• Professional: $50/user/month 

Best For: 

• Professional Services: Small consulting and agency teams 
• EdTech: Student admissions and support teams 
• Retail: SMB customer service operations 

7. CallHippo

G2 Rating:  4.4/5 stars 

CallHippo provides cloud-based VoIP services with virtual phone numbers in 50+ countries, focusing on ease of use and international calling capabilities for distributed teams. 

Top Features: 

• Global Virtual Numbers: Local presence in 50+ countries 
• IVR and Call Routing: Basic automated attendant capabilities 
• Call Analytics: Performance dashboards and agent productivity metrics 
• Browser-Based Calling: Chrome extension for click-to-call 

Key Benefits: 

• Affordable international calling rates 
• No hardware requirements 
• Quick deployment for remote teams 

Pricing: 

• Starter plan: $18/user/month 
• Professional plan: $30/user/month 
• Ultimate plan: $42/user/month 

Best For: 

• Professional Services: International consulting firms 
• Retail: Cross-border e-commerce support 

8. Vonage (Now a part of Ericsson)

G2 Rating:  4.3/5 stars 

Vonage, now owned by Ericsson, combines unified communications with Communications Platform as a Service (CPaaS) capabilities, allowing businesses to embed voice, video, and messaging into custom applications. 

Top Features: 

• Unified Communications: Voice, video, messaging, and collaboration 
• CPaaS APIs: Programmable communications for developers 
• Video Conferencing: Support for up to 200 participants 
• Auto-Routing: Intelligent call distribution based on availability 

Key Benefits: 

• Strong API capabilities for custom development 
• Flexibility for businesses building proprietary solutions 
• Enterprise-grade security and compliance 

Pricing: 

• Mobile plan: $19.99/user/month 
• Premium plan: $20.99/user/month 
• Advanced: $34.99/user/month 
• Contact center pricing requires custom quote 

Best For: 

• Technology: Companies building custom communication experiences 
• Healthcare: Developers integrating telehealth into existing platforms 

Which Avaya Alternative is Right for You?   

Before selecting a solution provider, ask yourself these three critical questions: 

1. Can we afford to wait 3-6 months for deployment? Every day on a legacy platform costs you in agent productivity and customer satisfaction. 
2. Do we want to commit to hundreds of seats we might not need? Your contact center should scale with your business, not force artificial growth targets. 
3. Are we willing to accept a platform built on partnerships rather than native technology? Integrated solutions outperform bolted-together partnerships every time. 

If you answered “no” to any of these questions, it’s time to consider Acefone. 

When comparing Acefone directly to the competitive landscape, several differentiators emerge that make it the superior choice for sales and support leaders: 

The Competitive Advantage 

Factor	Avaya	Exotel	Genesys	Acefone
Seat Minimum	200 seats	None	None	None
Starting Price	$60+/month	$70/month	$75/month	Custom (Lower)
G2 Rating	4.1/5	4.3/5	4.4/5	4.7/5
Deployment Speed	3-6 months	Days-Weeks	Weeks-Months	Hours-Days
AI Features	Limited	Yes	Yes	Advanced
Global Infrastructure	Legacy	Regional	Global	Global

Versus Exotel: While Exotel excels in Asia-Pacific markets, Acefone offers superior global reach and more competitive pricing. Exotel’s $70-100/user/month pricing makes it expensive for growing teams, while Acefone’s flexible pay-as-you-go model scales with your needs. 

Versus Premium Players (Genesys, 8×8): These platforms offer robust features but at premium prices ($75+/month). Acefone delivers comparable enterprise capabilities like omnichannel communication, advanced analytics, and AI-powered automation. All this, without the enterprise price tag. 

Versus AI Leaders (Dialpad): While Dialpad scores high for AI capabilities, its limited reporting, delayed real-time monitoring, and lack of PCI compliance for IVRs create operational challenges. Acefone provides comprehensive AI features plus the reporting depth and compliance standards that enterprise teams require. 

Versus Budget Options (CallHippo, Vonage): These platforms offer attractive pricing but lack the sophisticated contact center features like real-time voice streaming and WhatsApp Business calling. Acefone provides all these features and more at competitive prices. 

The Bottom Line 

The future of contact center technology isn’t about legacy infrastructure and enterprise minimums. Instead, it’s about cloud-native platforms that scale with your ambition, not against it. Acefone represents that future: powerful, flexible, and built for teams that refuse to compromise. 

Whether you’re a 10-person support team or a 1,000-agent operation, Acefone provides the tools, flexibility, and support you need to deliver exceptional customer experiences. 

The post Top 8 Avaya Alternatives for Better Business Communication appeared first on Blog | Acefone.

This means that robust omnichannel contact center solutions are no longer just support engines. They are strategic revenue enablers, influencing cross-selling, compliance, and customer retention.  

Hence, it’s high time leaders asked: Does the communication platform I use unify every channel, scale as I grow, and deliver actionable insights, or is it just another tool with a checklist of features? 

This blog explores two of the most popular contact center solutions-Acefone vs TeleCMI. It is not just a simple vendor comparison but a framework to evaluate what truly matters: operational scalability, omnichannel maturity, and long-term ROI.  

Read on. 

Acefone: A Complete Cloud Communications Solution

Acefone is a cloud-native, omnichannel contact center platform designed for companies that demand more than just voice calling. With a unified dashboard, agents seamlessly manage voice, chat, SMS, email, and WhatsApp interactions without juggling multiple tools. 

Unlike legacy systems or point solutions that require costly integrations, Acefone enables rapid deployment, elastic scaling, and compliance-ready operations. This makes it ideal for leaders who want measurable business outcomes, not IT complexity. 

Core Strengths That Define Acefone’s Value Proposition 

1. True Omnichannel Orchestration: One interface for every channel with a complete interaction history. 
2. Intelligent Call Management: Whispering, barging, and skill-based routing for proactive coaching. 
3. Zero Infrastructure Investment: No setup fees, no hardware. Both browser and app-based. 
4. Unlimited Scalability: Handles unlimited concurrent calls, critical for seasonal or rapid growth. 
5. VoIP-First Architecture: Reliable connectivity from any device, perfect for hybrid or remote teams. 
6. AI-Powered Post-Call Analytics: Instantly analyzes every conversation for compliance, customer intent, and agent performance. 

Understanding TeleCMI’s Approach to Cloud Communication 

TeleCMI is an AI-driven cloud contact center catering primarily to startups and SMBs. It offers voice, text, and video meetings through a cloud-based setup that emphasizes quick onboarding. 

For businesses new to cloud telephony, TeleCMI provides pre-built CRM integrations for Zoho, Salesforce, and Pipedrive. 

The platform promotes 99.9% uptime and flexible domestic/global calling plans ($0.007/minute). However, its strengths remain concentrated in voice communications, with limited omnichannel maturity. 

Key Advantages of TeleCMI’s Platform 

• AI-Enhanced Features: Basic analytics and routing for smaller teams. 
• CRM Integration Capability: Ready connectors for major CRMs. 
• Flexible Pricing Tiers: Entry-level affordability with discounts for 30+ users. 
• No Hardware Requirements: Accessible via desktop or mobile. 

Ready to make Smart Calling better with Acefone?

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What Decision-Makers Should Remember 

• Omnichannel isn’t optional anymore: Customers expect seamless experiences across every channel, making unified engagement the new baseline. 
• Scalability defines ROI: A platform’s ability to grow without disruption determines long-term cost efficiency and value. 
• Supervisor visibility drives results: Real-time coaching and monitoring directly improve agent performance and customer satisfaction. 
• APIs vs. connectors: Open APIs future-proof your stack, while rigid connectors limit flexibility as your tech evolves. 
• Total cost matters: Beyond licenses, hidden fees, scalability limits, and migration costs shape true ROI. 

Acefone VS TeleCMI: Key Comparison

Omnichannel Maturity 

Acefone’s strength lies in true omnichannel communication. Agents can manage calls, chat, SMS, email, and WhatsApp from a single workspace, with full interaction history intact. The unified dashboard provides easy channel switching, reducing errors and streamlining resolution.  

While TeleCMI supports multiple channels, such as voice, text, and WhatsApp, each channel is managed through a separate interface. This leads to fragmented communication, inconsistent customer experiences, and increased agent workload due to the lack of a unified view. 

Supervisor Controls & Call Management 

Acefone equips you with state-of-the-art coaching tools like whisper, barge, and live monitoring. Beyond this, the latest Acefone launch of AI-powered Post-Call Analytics takes QA to the next level. It automatically analyzes conversations for intent, compliance risks, and agent performance. This empowers managers to shift from reactive reviews to data-driven, proactive coaching.  

TeleCMI supports basic routing and recording but lacks the same depth of AI-enabled analysis. 

Scalability & Architecture 

Acefone is designed for elastic scalability, handling unlimited concurrent calls with minimal effort.

TeleCMI sets limits by plan (users, channels, CPS) and offer unlimited inbound concurrent calls only in its enterprise / higher-tier plans.  

Integrations & APIs 

Acefone shines by offering all these integrations along with REST APIs and WebRTC support for all channels of communication. This makes it ideal for companies with evolving stacks. 

TeleCMI offers CRM integrations (Zoho, Salesforce, Pipedrive) only for the call feature.

Agent experience & remote work 

Acefone’s VoIP-first omnichannel design supports distributed teams and ensures every channel interaction syncs seamlessly with one another. 

TeleCMI also supports remote work but is more voice/CRM-centered. 

Pricing & commercial model 

Acefone: no setup fees, transparent subscription pricing, unlimited scalability. 

TeleCMI: tiered plans with per-minute charges. 

Final Verdict 

TeleCMI is a suitable starting point for SMBs with modest voice-first needs. However, Acefone’s omnichannel maturity, unlimited scalability, and AI-powered Post-Call Analytics make it the clear winner. By turning every conversation into actionable intelligence, Acefone empowers leaders to optimize revenue, retention, and compliance at scale. 

The post Acefone VS TeleCMI: Which is Best for Your Business? appeared first on Blog | Acefone.

Over the years, customer demands and customer expectations have changed and evolved considerably. Moreover, the concept of consumer experience has taken on a whole new dimension.  

In this saturated industry, quality of service is often a key differentiator for the company. Automated operations and digitized customer service have taken over. The future calls for a complete transformation in the way contact center operations. 

However, the performance of your contact center agents results in some crucial factors like Customer Satisfaction Score (CSAT), first call resolution, reduced wait times and most importantly, responsiveness to buyer needs.  

Keeping in mind the continuous change in the strategy, let’s take a look at the most popular contact center trends we’re expecting for the upcoming months and years. 

Trend #1: Beyond IVR 

Remember when IVR systems meant navigating seven menu levels just to speak with the wrong department? Those days are ending. AI-powered intelligent routing is one of the most popular contact center trends from rules-based logic to predictive understanding of customer intent and context. 

Modern contact center automation doesn’t just route calls based on button presses. It analyzes conversation patterns, sentiment, customer history, and business context in real-time to make sophisticated decisions.  

Sentiment analysis identifies frustrated customers and prioritizes them in the queue. Predictive routing algorithms match customers with the right call center agents based on issue complexity, customer lifetime value, and agent expertise. AI copilots provide real-time next-best-action recommendations, surfacing relevant knowledge articles and suggesting responses as agents navigate complex interactions. 

The business impact is measurable and significant. Organizations implementing AI-powered routing report reducing average handle time by 20-30% while simultaneously improving customer satisfaction scores 

Trend #2: Omnichannel Interactions 

Here’s where most companies get tripped up: they think having phone, email, and chat makes them omnichannel. It doesn’t. That’s multichannel, separate silos that don’t talk to each other. True omnichannel contact center solutions means unified customer context regardless of which of communication channels a customer engages with. 

The distinction matters enormously. In a multichannel setup, a customer starts a chat conversation. They then call an hour later, only to repeat everything because the phone agent can’t see the chat transcript.  

In an omnichannel environment, the agent answering that call sees the complete interaction history across every touchpoint. They can easily view previous calls, chat sessions, and email exchanges. 

Modern cloud contact center software provides unified agent desktops that surface this complete context in real-time. When customers switch channels, the conversation continues seamlessly. The agent doesn’t waste time gathering information; they pick up exactly where the last interaction ended. 

The business impact of this contact center trend is also clear. Companies with strong omnichannel strategies retain 89% of their customers, compared to just 33% for those with weaker approaches. This shows how crucial getting your omnichannel contact center right is for driving revenue and customer loyalty. 

Trend #3: Reactive Support to Predictive Outreach 

One of the most powerful contact center trends is the one that prevents a problem before it becomes a complaint. Forward-thinking organizations are shifting from reactive support models to proactive and predictive engagement strategies. They are supposed to anticipate customer needs and trigger interventions before issues escalate. 

This isn’t about sending generic email blasts. It’s about using analytics and behavioral signals to identify specific situations requiring outreach. Proactive alerts that notify customers of service outages, shipment delays, or payment reminders before they pick up the phone. 

The technology is becoming increasingly accessible. Contact center and CRM integration has become a power-packed duo for customer data management that drives predictions. Real-time analytics platforms process behavioral signals as they occur. Automated workflows trigger outreach based on specific customer actions or inactions, all without manual intervention. 

The shift from “how can I help you?” to “we noticed you might need this” represents a maturation of customer experience strategy. It requires infrastructure capable of processing signals in real-time, orchestrating outreach across channels, and measuring impact on customer lifetime value. 

Trend #4: Post-Conversation Analytics 

Every customer conversation is a goldmine of business intelligence. But most organizations let that value slip through their fingers the moment the call ends. Enter Post conversation analytics – a transformative technology that turns raw interaction data into strategic insights.   

Traditional quality assurance meant randomly sampling 2-3% of calls and manually scoring them weeks after they occurred. Post-conversation analytics powered by AI and speech analytics examines 100% of interactions across every channel (call, chat, email). The technology then transcribes conversations, identifies key themes, detects emotional sentiment and flags compliance risks. 

Trend #5: Empowered Agents Deliver Better Outcomes 

Here’s a reality check: contact center agent turnover rates hover around 30-45% annually. This costs businesses an average of $10,000-$20,000 per agent in recruitment, training, and lost productivity. The exodus isn’t just about compensation; it’s about working conditions. And technology is either the problem or the solution. 

Modern cloud contact center platform fundamentally improve agent experience by addressing the friction points that drive burnout. Intuitive, unified interfaces reduce cognitive load, eliminating the need to toggle between multiple systems. AI assistants handle routine tasks like data entry and basic information retrieval. This frees human agents to focus on complex problem-solving that requires human judgment and empathy.  

With the power of AI, you can ensure your agents are performing well and working happily.  

Looking forward 

With constant advancements in cloud communications technology and ever-evolving client demands, call centers need to remodel their support strategies. Thus, businesses must focus on extending high-quality service options.  

Next-gen contact centers must emphasize on: 

• Providing fast, reliable and accurate information across all channels. 
• Increasing efforts to achieve customer satisfaction and retention. 
• Reduce contact center complexity and create easy and accessible forums. 
• Provide an overall smooth user experience. 

Want an executive-ready scorecard of your contact center trends maturity, plus a step-by-step rollout plan? Book a consultation with Acefone’s experts to see how cloud-based contact centers, AI-powered routing, and real-time analytics can lift CSAT, FCR, and revenue within one quarter. 

FAQs 

The post 5 Must Know Contact Center Trends for Businesses appeared first on Blog | Acefone.

With so many opinions and bits of advice out there, it’s easy to feel a bit overwhelmed. 

In this blog, we’ll walk you through both options. We will break down the key differences and help you understand the benefits and challenges of each.  

But first, let’s start with the basics. 

What is an On-Premise Contact Center? 

An on-premise contact center is the more traditional setup, where you have to host and manage all the infrastructure. All the hardware and software required for to manage your contact center will be right on-site, either at your office or in your own data centers. 

Since everything is managed in-house, you have complete control over how your contact center operates. This means you can tailor it exactly to your needs and make it work seamlessly with your existing systems. 

Additionally, with all data stored internally, you will have tighter control over security. This setup is especially helpful for high-compliance industries like healthcare and BFSI. In-house security makes it easier to stay compliant and protect sensitive customer info. 

Features and Benefits of On-Premises Contact Center 

Here are the most popular benefits and features of cloud-based contact centers: 

Benefits: 

1. Complete control: You get full ownership of hardware and software for deep customization. 
2. Enhanced data security: Data stays within your own environment, reducing exposure to external risks. 
3. Compliance-friendly: Easier to meet strict regulatory and industry-specific requirements. 
4. Lower latency: On-site infrastructure reduces delays, improving call quality. 
5. Predictable costs: Fixed infrastructure costs can simplify budgeting over time. 

Features: 

1. Customizable environment: Tailor the contact center to specific business processes and integrations. 
2. Direct hardware management: Full control over servers, network devices, and telephony systems. 
3. On-site data storage: All data resides within the company’s own data centers. 
4. Traditional telephony integration: Supports legacy phone systems and private branch exchanges (PBX). 
5. In-house IT support: Dedicated teams manage maintenance, upgrades, and troubleshooting. 

What is a Cloud Contact Center? 

A cloud-based contact center, also known as a cloud based contact center solutions is based entirely on the Internet. These centers offer the opportunity of working remotely, while widening the business’s reach and accelerating its customer experience. In this article, we will compare these two types of contact centers under a range of elements.  

Features and Benefits of Cloud Contact Center 

Here are the most popular benefits and features of cloud-based contact centers: 

Features: 

1. Scalability: Easily scale up or down based on demand without heavy investment in hardware. 
2. Lower upfront costs: No need to buy and maintain physical infrastructure, reducing capital expenses. 
3. Faster deployment: Quick setup and rollout compared to traditional on-premise solutions. 
4. Remote access: Agents and supervisors can access the system from anywhere, supporting remote work. 
5. Automatic updates: Cloud providers handle software updates and maintenance, ensuring you always have the latest features. 

Benefits: 

1. Omnichannel support: Integrates multiple communication channels like voice, chat, email, and social media. 
2. AI and analytics: Built-in AI tools for routing, chatbots, sentiment analysis, and performance insights. 
3. Flexible integrations: Easily connect with CRM, helpdesk, and other business software via APIs. 
4. Pay-as-you-go pricing: Usage-based billing models that allow cost control. 
5. High availability and disaster recovery: Cloud infrastructure provides redundancy and failover to minimize downtime. 

On Premise vs Cloud Contact Center: Key Differences

Choosing between an on-premise vs cloud contact center really comes down to your unique needs, resources, and priorities. On-premise setups provide greater control, but cloud offers greater flexibility and cost savings.  

To help you decide which is right for you, here are the key differences between the two. 

Cloud vs On-Premise Contact Center: Which is Better?

Now that we’ve explored the key differences between on-premise and cloud contact centers, it’s clear that each has its own strengths. However, due to higher flexibility and tech-focused approach, companies nowadays are leaning toward cloud solutions.  According to a MarketsandMarkets report, the global cloud contact center market is expected to grow from $20.9 billion in 2023 to $86.4 billion by 2029.   

Here are the top reasons why a cloud contact center often outshines traditional on-premise systems and why it might be the smarter choice for you:

1. Flexibility

An important element to consider when thinking about your contact center is flexibility. In that regard, a cloud contact center is a great choice. As the name suggests, cloud contact centers are hosted remotely so there isn’t any need for physical infrastructure. Your staff can work from anywhere via any Internet-enabled device.  

In times of a crisis, a remote working option ensures that operations continue to run smoothly.  

On-premise contact centers don’t offer such privileges. Your remote working communication solutions won’t have access to all the features, you may be unable to mask your calls and even leave private data exposed.  

2. Cost

Cost is always a concern and should be too. If you already have an on-premise contact center, you may be wary of shifting to the cloud. But fret not for it has many cost benefits in the long run.  

Setting up an on-premise center is costly and they need constant maintenance. You will end up spending a lot on fees for an engineer or dedicated in-house support staff. A cloud contact center, on the other hand, incurs no maintenance costs for updates or fixes; their support package includes everything.   

Cloud contact center solutions also eliminate the need for premises, as staff can work from anywhere they like. You will save a large amount of money on the costs associated with a physical office.

3. Ease of management

Traditional cloud systems can store very little information, nothing except call logging times and the number of calls made. A manager won’t have any key information if there aren’t additional programmes to monitor performance. Of course, the more programmes needed to manage performance, the easier it will be to make mistakes or overlook something important.  

A cloud contact center can save the manager’s precious time and resources by making monitoring performance easier, without any additional software. They can access a large range of analytics. For instance, Acefone’s portal is easy to use and gives plenty of information on individual agent performance, call waiting time, offers call recordings and much more.  

Managers can, thus, train their agents more effectively and keep a close eye on everything with just a few clicks. 

4. Scalability

You aim to grow. When your business grows, your contact center should too. Cloud contact centers offer the option of scalability; instantly and at a minimal cost. You can add as many phone lines as you need and even hire staff globally to manage it all.  

A global workforce means avenues for new customers from around the world—without any hefty investment in hardware too. 

This isn’t an option for traditional solutions. Scaling operations means expanding on location, adding more support staff, and incurring infrastructure costs. More often than not, this could hold your business back.  

While both solutions have their merits depending on business needs, a cloud contact center offers the room to grow and ensures seamless operations throughout. In the middle of a pandemic, a cloud center is god-sent.  

How to Migrate from On-Premise to Cloud Contact Center? 

Moving from on-premise to cloud might seem intimidating, but with the right plan, it can be a cakewalk. 

Here’s a quick checklist to guide you: 

1. Define your goals: Do you want more scalability, agent flexibility, or cost savings? 
2. Assess your current setup: What’s working well, and what needs improvement? 
3. Pick the right cloud environment: Does your vendor offer strong data security, compliance, and easy integrations?  
4. Decide on deployment: How much control and customization do you want? 
5. Choose a cloud partner: Look for one who understands your industry, has a solid track record, and offers great support. 
6. Select the right architecture: Make sure it supports scalability, availability, and fault tolerance. 
7. Prioritize migration: Start by moving non-critical apps first to minimize risk. 
8. Set performance benchmarks: Measure your current KPIs so you can track improvements. 
9. Plan data migration carefully: Ensure your data moves securely and stays consistent. 
10. Test your apps: Make sure everything works well in the new cloud environment before going live. 

Ready to migrate from your sluggish on-prem solution to a cloud-based contact center? Our experts can help you.  

FAQs 

The post On premise vs Cloud Contact Center – Which Works Best For You? appeared first on Blog | Acefone.

If you are looking to cut costs without sacrificing performance, open source call center software can be an appealing alternative to commercial solutions. But while the “free” price tag sounds attractive, the complexity of building workflows can be overwhelming. This raises a crucial question: Is open source call center software really good enough for your needs? 

In this article, we’ll explore the pros and cons of open source call center platforms. We will also compare them to proprietary options and help you choose the best. 

Read on. 

What Is Open Source Call Center Software? 

“Open source” is a platform whose source code is publicly accessible. This allows users to freely download, use, modify, and distribute the software. In the field of communication, that’s exactly what open source contact centers do.  

Unlike proprietary solutions, which often come with licensing fees and limited customization options, open source contact centers are highly flexible. You can tailor every aspect of the software, from call routing logic to user interfaces. 

The open source model is supported by active communities of developers and users. They contribute updates, share best practices, and provide peer support. This makes these solutions a powerful alternative to commercial platforms. 

What is the difference between Open Source and Proprietary Call Center Software?

The Great Call Center Software Dilemma 

When it comes to a solution, deciding between budget vs. capability is the ultimate dilemma. Cloud adoption has made modern platforms easier to scale and manage. More than 65% of call centers use cloud-based solutions, which makes them suited to remote work and rapid rollout. Meanwhile, open source looks “free,” yet every integration, compliance measure, and reporting dashboard adds time and cost. 

Let’s see why users prefer each.  

Benefits of Open Source Call Center Software 

Here are the top benefits of open source call center platforms:  

1. License Savings

Open source eliminates recurring license costs. You don’t pay a vendor fee for every user or seat, so your expenses remain predictable even as you scale. For organizations with hundreds of agents, this can translate into substantial long-term savings that can be reinvested in customer experience, training, or infrastructure.

2. Deep Customization and Control

Because the source code is open, you can modify everything, from call routing logic to dashboards and integrations. This flexibility lets you design highly specific workflows (e.g., BFSI compliance routing or healthcare patient call flows) without waiting on a vendor roadmap or feature queue. 

3. Broad Ecosystem of Modules

Open source thrives on community innovation. Thousands of contributors build add-ons like speech analytics, QA scoring, and AI chatbots. This ecosystem means you can rapidly enhance your contact center without reinventing the wheel, and you benefit from frequent peer-driven updates.

4. Full Data Ownership and Privacy

With open source, you control the database and infrastructure, which is crucial for industries handling sensitive data. You can enforce your own encryption standards, decide on data residency, and meet strict regulations such as GDPR, HIPAA, or PCI-DSS without being bound to a vendor’s cloud policy. 

5. Avoidance of Vendor Lock-In

There’s no contractual dependency on a single provider. You can migrate to new hosting, fork the codebase, or switch support partners whenever needed. This freedom prevents unexpected price hikes or sudden feature deprecations that sometimes occur with proprietary vendors. 

6. Transparent Security and Auditability

Because the code is publicly visible, vulnerabilities are often detected and patched by a global community. You can also conduct independent audits or integrate your own security protocols and monitoring tools, ensuring that compliance checks and penetration testing meet internal and external standards. 

7. Scalability on Your Own Terms

Open source call center platforms let you architect capacity exactly as you need it. You can scale horizontally by adding servers or vertically by tuning performance, without waiting for a vendor to provision resources or negotiate new licenses. Partnering with a quality assurance company can further ensure that these systems run smoothly, identifying performance bottlenecks and maintaining consistent service quality. This is ideal for seasonal spikes or rapid business expansion. This is ideal for seasonal spikes or rapid business expansion. 

8. Cost-Effective Innovation and Experimentation

Because you can experiment freely, open source is a low-risk testbed for emerging technologies. You can prototype new AI routing algorithms, build microservices, or trial omnichannel features without purchasing separate licenses for development and staging environments. 

9. Integration Freedom with Legacy and Modern Systems

Open source tools typically expose standard protocols like SIP, REST, and WebRTC. This makes it easier to integrate with CRMs, learning management systems, ERPs, or custom analytics stacks. You’re not limited to a fixed set of pre-approved integrations. 

10. Vibrant Global Support and Knowledge Base

While you may not have a single vendor SLA, open source projects often have active forums, mailing lists, and third-party support vendors. Many have extensive documentation, tutorials, and case studies. For enterprises with skilled IT teams, this global knowledge network provides rich and rapid troubleshooting 

Top 5 Open Source Call Center Software Options on the Market

Let’s explore the leading open source call center solutions, what they offer, and how they could be a good fit for your needs. 

1) Asterisk 

Asterisk is the foundational open source telephony engine that powers countless PBXs, contact centers, and VoIP applications. It’s a flexible software toolkit that provides call control, media handling, and application logic on Linux. 

Key capabilities 

• Call routing, IVR, queues, voicemail, conferencing, call recording 
• SIP, PJSIP, WebRTC, IAX2, PRI/SS7 (via add-ons/hardware) 
• Dialplan scripting, AGI/AMI/ARI APIs for external control and custom apps 
• Codec/transcoding support, TTS/ASR integrations, call detail records (CDR) 

Where it fits
On-premise PBXs, custom IVRs, telephony backends, embedded communication in vertical apps, and as the core of many distros. 

2) FreePBX

FreePBX is a popular web-based GUI and Linux distribution that packages Asterisk with an admin interface. This makes it much easier to deploy and manage a full PBX without deep dialplan coding. 

Key capabilities 

• Point-and-click setup for extensions, trunks, IVRs, queues, ring groups 
• Call recording, voicemail, time conditions, announcements, parking 
• Bulk endpoint provisioning (with supported phones), E911 tools, CDR/analytics 
• Module ecosystem (open source + commercial add-ons) for backups, contact center basics, call-center reporting, etc. 

Where it fits
Anywhere teams want a stable Asterisk PBX with a friendly GUI and predictable admin workflows. 

3) VICIdial 

VICIdial is a mature, open source contact center platform that supports inbound, outbound, and blended campaigns at scale. It provides a web agent desktop and an admin console for multiple applications. You can build solutions to run predictive/progressive/manual dialing, route service calls, and manage QA, without per-seat licensing. 

Key capabilities 

• Predictive, power/progressive, preview/manual with time-zone rules, max attempts, and drop rate controls. 
• Skills-based routing, queues, IVR, callback scheduling, and SLA views for live operations. 
• Import/list hygiene, dynamic filtering, DNC management, recycle rules, and campaign scripts. 
• Call recording, disposition codes, QA scorecards, whisper/barge, audit trails, and configurable call-time windows. 
• Real-time wallboards, agent/campaign productivity, service levels, contact/connect rates, abandonment, and custom exports. 
• CRM, ERP, helpdesk software, etc. 

Where it fits 

• Sales/outbound SDR, collections & recoveries, appointment setting, surveys/polls, re-engagement/lifecycle marketing, support overflow. 
• Ops teams that want deep dialer control and are comfortable administering Linux/Asterisk. 

4) SipXcom

 SipXcom is a fully open source, SIP-native IP PBX and unified communications (UC) platform. It is designed to provide enterprise-grade calling and collaboration without the Asterisk or FreeSWITCH media core. Originating from the former sipXecs project, it is now community-maintained. The platform is widely used by organizations that prefer a pure SIP architecture for scalability and standards compliance. 

Key capabilities 

• Acts as registrar, proxy, and presence server, allowing direct SIP device registration without media server dependency. 
• Auto-attendants, voicemail with email delivery, hunt groups, call forwarding, call parking, call pickup, and conferencing. 
• Built-in XMPP-based instant messaging and presence services for real-time team collaboration. 
• Development and support are community-based, so enterprises may need in-house expertise or commercial partners for critical SLAs. 
• Fewer third-party plug-ins and commercial add-ons than Asterisk- or FreeSWITCH-based solutions. 

Where it fits 

Organizations that prioritize open standards, native SIP architecture, and a lightweight, modular approach to unified communications. 

5) Elastix  

Elastix, now part of 3CX, offers three tiers of call center modules on its GitHub: one for start-ups, one for teams, and another for enterprise-level needs. Each tier adds more advanced features as you go up. There are also prebuilt packages tailored to specific industries like healthcare, finance, and manufacturing. As with most SaaS-based call center solutions, the more features you need, the higher the cost. 

Key capabilities 

• Extensions, SIP/IAX trunks, IVR menus, call queues, ring groups, call parking, call recording, and voicemail with email alerts. 
• Fax server, instant messaging (Openfire), email server, and built-in collaboration tools. 
• Call Detail Records (CDR), queue statistics, and graphical dashboards. 
• Simple GUI for provisioning users, configuring dialplans, and managing modules without direct Asterisk dialplan editing. 
• Community and commercial add-ons for billing, call-center reports, hotel PMS integration, and more. 

Where it fits 

• Call centers needing basic inbound/outbound call handling and a “one box” UC solution. 
• Teams without dedicated telephony engineers who need a pre-integrated PBX with unified messaging. 

Disadvantages of Open Source Call Center Platforms 

Here are the most common drawbacks of open source call center solutions: 

1. Enterprise reality of “free” 

“Free” software sounds amazing at first, but the reality for enterprises is often more complicated. While the software itself might not have a licensing fee, it’s not entirely free. You’ll still need to budget for implementation, support, customization, and ongoing management. It’s important to keep these hidden costs in mind so you don’t get caught off guard. 

2. Engineering Lift 

Adopting this kind of software means your engineering team will need to invest time building custom APIs to connect everything. They will also have to rigorously test the system to catch bugs and harden security to protect sensitive data. Then come the monitoring workflows to keep an eye on performance and issues. Bottom-line is, saving on licensing fee is bound to cost your team’s bandwidth. 

3. Maintenance Drag 

Maintaining open source systems isn’t a “set it and forget it” deal. You’ll have to regularly apply patches and updates to fix bugs and security vulnerabilities. You will also need to pin versions to avoid unexpected changes and run thorough regression testing to make sure new updates don’t break existing features. It can become a time-consuming but necessary ongoing commitment. 

4. Steep Learning Curve and Talent Dependence 

Open source call center solutions often demand a strong in-house technical team, engineers, DevOps, and security experts, just to get started. New admins and agents may also face a steeper training curve compared to the guided onboarding. If key technical staff leave, it can create skill gaps and operational risk, making long-term sustainability harder. 

5. Limited Formal Support and SLA Guarantees 

Community forums and mailing lists can be helpful, but they don’t replace 24×7 vendor support with guaranteed response times. In a live contact center environment, every minute of downtime impacts revenue and customer experience. Depending on volunteer or third-party support can lead to delayed fixes and unpredictable resolution times. 

6. Fragmented Roadmap and Slower Feature Velocity 

Open source projects evolve at the pace of their community, which may not align with your company’s needs. Without a single accountable vendor, you can’t count on a predictable feature roadmap or quick adaptation. 

A Strategic Alternative to Open Source 

Now you have a realistic overview of the capabilities of an open source contact center software. If you think you need an alternative, here’s a next-gen solution for you:   

Acefone’s Cloud Communication Platform is designed for scale, compliance, and speed, without assembling and owning the stack. 

What’s different 

• Native omnichannel integration: voice, email, chat, SMS, WhatsApp, and video in one timeline 
• AI-powered automation: intelligent routing, real-time assist, and post-call analytics 
• Elastic cloud architecture: multi-region scaling, SLAs, and high availability 
• Professional support: onboarding, training, and 24×7 assistance 
• Dedicated account manager: A single point of contact who understands your business goals, monitors performance metrics, and proactively recommends optimizations. This way, you always have a strategic partner guiding your contact center’s evolution. 

From an ROI lens, deployment takes weeks, not quarters. You also get a lower run cost vs. building, integrating, and maintaining multiple OSS components. 

The post Is An Open Source Call Center Software Good Enough?  appeared first on Blog | Acefone.

The reality is that the auto dialer cost isn’t just a sticker price. It’s licensing, calling minutes, minimum seat charges, add-ons, and the hidden taxes of switching when features don’t scale.  

This guide breaks down the details of auto dialer pricing and compares the most popular providers. 

Read on and you’ll be able to buy a cost-effective dialer with a CFO-friendly lens. 

How to Read Auto Dialer Pricing? 

Before we dive into the vendor-by-vendor breakdown, let’s take a quick look at what actually drives auto dialer costs: 

• Licensing: Per user, per month; annual billing is often cheaper. 
• Usage: Metered calling minutes for domestic and international calls. 
• Dialer access: Included in a plan vs. paid add-on (power/parallel/predictive). 
• Seat minimums: Some tools require a min. user count in different tiers. 
• Ecosystem: CRM/helpdesk integrations might be gated to higher plans. 
• Compliance & scale: Tools for DNC and TCPA compliance, call recording storage, and how many calls you can run concurrently.  
• Support & onboarding: Hands-on setup or migrations can be chargeable. 

Now that you understand the components of an auto dialer software cost, let’s compare the most popular providers. 

How Much Does an Auto Dialer Cost? 

The auto dialer software market is overflowing with options, across multiple price ranges. This makes it difficult to determine a reasonable price for your solution. It is easy to feel overwhelmed. 

To help you out, we’ve highlighted the top auto dialer software providers, focusing on pricing and key features. 

1. Acefone  

Acefone delivers a high-value, cloud-first auto-dialer platform tailored for multiple industries. It streamlines outbound and inbound operations with multiple dialing modes, deep analytics, and omnichannel contact center solutions (voice, SMS, WhatsApp, video). All of the advanced features are backed by robust compliance controls and 24/7 support. Users find its seamless setup, ease of use, and full-featured interface, without the enterprise price tag one of the most appealing factors among competitors. 

Top-Rated Features: 

• Shared Unified Inbox– Access conversations from different channels (voice, video, WhatsApp, SMS) in one inbox. 
• Click-to-Call & One-Click Dialing — Initiate calls instantly with a single click for faster outreach. 
• Multi-Device Support: Full agent functionality on the go via Acefone app. 
• Automatic Call Distribution (ACD): Route inbound calls to available agents with pre-defined logic. 
• Real-Time Reporting & Monitoring: Live admin dashboards and agent assistance tools like barge, whisper, and transfer. 

Multiple Dialer access: Progressive, power, preview, ratio, auto and AI dialers included in core plans. No need to jump to higher tiers or bolt on separate modules to unlock power or predictive (AI) dialing. 

Best for: Teams seeking transparent, all-in-one pricing with omnichannel capability and enterprise-grade compliance without overspending. 

2. JustCall 

JustCall is praised for its streamlined interface that effortlessly supports voice, SMS, and WhatsApp outreach. Users love its seamless CRM integration and intuitive scheduling tools. As a cloud-first platform, it’s designed for both sales and support teams needing straightforward automated dialing that doesn’t sacrifice flexibility or channel diversity.

Top-rated features: 

• Click‑to‑Call functionality  
• Auto Dialer/predictive dialing  
• Contact personalization with engagement history  
• Build custom integrations via APIs/webhooks 
• Multi‑channel (Voice, SMS, WhatsApp) outreach 

Dialer access: Auto/power dialing features are tied to higher-tier plans; confirm per tier if you need advanced workflows. 

Best for: SMB–midmarket sales teams wanting a sales-centric dialer with popular CRM integrations. 

3. CallHippo 

CallHippo delivers a powerful yet easy‑to‑use virtual phone system, highly valued for its power dialer and robust ACD (Automatic Call Distribution). Its reporting suite and cross-platform availability, both desktop and mobile, make it popular among globally distributed teams.
Top-rated features: 

• Auto Dialer/predictive dialing  
• Automatic Call Distribution (ACD)  
• Extensive reporting dashboards  
• 24/7 world‑class support  
• Desktop & mobile app accessibility 

Dialer access: Auto/Power/Parallel dialers in Platinum & Enterprise; earlier tiers may miss key automations. 

Best for: Teams wanting aggressive outbound tools at mid-range price points. 

4. CloudTalk 

CloudTalk is a drag‑and‑drop, workflow‑focused contact center built for efficiency. Users prefer its smart dialing, call flow builder, and automation stack. This is because it shaves minutes off each call, while meeting CRM integration needs across global teams.
Top-rated features: 

• Drag & drop workflow automations  
• Multi‑step call flow builder  
• Smart dialer auto‑dialing  
• Speech analytics, IVR, inbound screen‑pop, persistent data, reporting dashboards, session recording, workforce management 

Dialer access: Included only at the Expert plan or via an add-on. 

Best for: Global teams that want EU-centric pricing, flexible bundles, and strong analytics. 

5. Aircall 

Aircall serves as an AI‑powered communications platform, unifying channels and automating workflows for high‑performing teams. Reviewers highlight its auto‑dialer capabilities, sophisticated IVR, concurrent call handling, and contextual screen‑pop features.
Top-rated features: 

• Auto/Predictive Dialer  
• Session Queuing (queue hold/routing)  
• Concurrent calling volume support  
• Smart IVR systems 
• Inbound call pop-ups for agent context  

Dialer access: Requires Professional plan; min. seat requirements may apply. 

Best for: Sales-led orgs. needing clean UX and Google Chrome-extension workflows; plan carefully for dialer access. 

6. Ringover 

Ringover combines a modular dialer system with a unified phone solution. Users appreciate the ability to add Power Dialer or Parallel Dialer features à la carte to their plans, allowing fine‑tuned control over dialing capabilities.
Top-rated features: 

• Power Dialer add‑on (per‑user)  
• Parallel Dialer add‑on  
• Flexible module-based pricing  
• Sales‑kit dialing options (power/parallel)  
• Integrated inbound/outbound phone system  

Dialer access: Can be bundled in a plan or bought as an add-on. 

Best for: Outbound teams that like modular add-ons (power vs parallel) on top of a phone system. 

7. Aloware 

Aloware delivers an all‑in‑one omnichannel contact center focused on productivity. Its power dialer with voicemail drop and local presence calling are particularly well‑reviewed by sales users aiming to connect faster and smarter.
Top-rated features: 

• Auto Dialer/predictive dialing  
• Speech analytics  
• IVR functionality  
• Inbound call pop-ups & persistent data  
• Power Dialer with voicemail drop, local presence, bulk SMS/MMS, real‑time agent monitoring  

Dialer access: Power dialer included on higher tiers. 

Best for: Blended call+SMS outreach teams who want simple packaging. 

8. Dialpad 

Dialpad is a feature-rich business VoIP and contact center platform, praised for its outbound auto‑dialer and AI-driven productivity tools. Reviewers applaud its call quality tracking, powered by AI‑sales assistants and insights.
Top-rated features: 

• Auto Dialer / predictive dialing  
• Speech Analytics  
• IVR capabilities  
• Click‑to‑Call with CRM contact sync  

Dialer access: Power dialer not available in the entry voice plans. 

Best for: Enterprises. 

9. Freshdesk Contact Center (Freshcaller) 

The Freshdesk Contact Center leaves users impressed with its global reach, ease of setup, and powerful outbound dialer options. It contains preview, progressive, predictive, and agentless dialing, especially paired with seamless CRM/helpdesk integration.
Top-rated features: 

• Outbound Power Dialing (preview, progressive, predictive, agentless)  
• Setup in 90+ countries with zero hardware 
• Automated attendants for streamlined customer flow  
• Full ticket and call lifecycle integration inside Freshdesk  
• Global phone number availability  

Dialer access: Outbound auto/power dialers generally require Pro/Enterprise plan. 

Best for: Teams already in the Freshworks ecosystem in need of ticketing + telephony alignment. 

10. Exotel 

Exotel’s India‑centric dialer offers flexibility through credit‑based bundles and regional support. It’s tailored for teams needing scalable, credits‑based dialer access across outbound campaigns and agent setups.
Top-rated features:  

• Credit-based outbound bundles  
• Scalable agent-based rental models  
• Regional deployment with flexible bundling  
• Ideal for campaign-style outbound in India  
• Integrates into broader contact center credit ecosystem 

Exotel Call Dialer Software Pricing access: Advanced dialer is part of contact center stack (pricing by bundle/credits). 

Best for: India-focused deployments where credit packs align with campaign-style outbound. 

Conclusion  

Choosing an auto dialer requires a thorough understanding of call management requirements. Every client has requirements unique to the nature of their business. For instance, sales calls have specific needs that differ collections or customer support.  

The above-mentioned list of 8 providers will enable you to make an educated choice. With it, you will be able to find a reasonably priced but suitable auto dialer software provider for your company. 

If you’re looking for a solution that balances powerful features with transparent, all-in-one pricing, Acefone stands out. With its integrated dialer access, omnichannel capabilities, and enterprise-grade tools and without an expensive price tag, it is everything you will ever need. 

Frequently Asked Questions

The post Choosing the Right Auto Dialer: Cost Comparison & Insights appeared first on Blog | Acefone.

Industry trends indicate a double-digit IVR abandonment in many environments. That’s real money leaking out of your funnel, and a brand hit your agents can’t talk tackle. Customer expectations, meanwhile, keep sprinting ahead.  

People want to say what they need in their own words and get an immediate, accurate response, without memorizing a phone tree. UX research is blunt about it: phone-tree menus impose cognitive load that rarely matches a caller’s intent. This forces detours and callers often spend close to a minute just “navigating the IVR.” 

Enter AI voice bots.  

Instead of “Pressing 2 for billing,” callers can now simply say, “What’s the status of my payment?”.  When done well, they reduce inbound load materially and speed time-to-resolution, without squeezing the human element. 

Let’s understand the difference between ivr vs voicebot and the impact each has on customer experience. 

What is IVR?  

Interactive Voice Response (IVR) is an automated phone system that engages callers using spoken prompts and keypad tones. It steers people to the information or service they need by combining pre-recorded messages, speech recognition, and dynamic menus. 

What IVR can do: 

• Answer and route incoming calls to the right destination 
• Enable self-service flows (balances, order status, FAQs) 
• Capture caller inputs and details 
• Connect to CRMs/databases to deliver personalized responses 

Think of IVR as a digital receptionist: it takes care of routine requests and passes complex issues to the best-fit human agent.  

How Does IVR Work?

Let’s walk through a basic IVR call flow using a simple example. 

Imagine a customer calls their bank to check their account balance. The IVR system answers the call with a greeting and may then prompt the caller to choose a preferred language. 

Next, it offers a menu of options such as checking account balances, making a transfer, or speaking with a customer service representative. The caller can press a number on their keypad. Based on this input, the IVR system processes the request and routes the call accordingly. 

That’s the customer-facing side.  

Now, let’s take a look at what’s happening behind the scenes: 

Step 1: Caller Interaction and Menu Navigation 

When a customer calls a company, they’re greeted by an IVR system, which is part of the company’s automatic call distribution (ACD) setup. This system provides a welcome message and a menu, which may have multiple layers. 

Step 2: Call Routing 

Once the caller selects an option, the IVR routes the call based on your configuration. This could include: 

• Live representative: The call goes directly to an agent in the appropriate department. 
• Automated services: The IVR handles tasks like checking account balances, paying bills, or scheduling appointments. 
• Information access: The system pulls data from databases to provide callers with information such as store hours or product details. 

Step 3. Error Handling 

If a caller selects an invalid option or needs help, the IVR can guide them with options such as: 

• Press 9 to hear the menu again. 
• Automatically repeat the menu if no input is detected. 
• Press # to speak to an agent. 

If a customer becomes stuck in a self-service loop, the system can automatically escalate the call to a live agent for assistance. 

Step 4: Analytics and Reporting 

Modern IVR solutions track caller activity, whether handled by automation or live agents. They collect data on things like call volume, resolution time, and customer satisfaction. This information is then used to improve the system and enhance the customer experience. 

What is an AI Voicebot? 

AI voicebots are advanced customer service tools that use artificial intelligence and natural language processing (NLP) to hold real-time conversations with users. Unlike traditional systems that rely on fixed menus, voicebots understand the intent behind spoken queries and respond accordingly. This helps them create a more fluid and intuitive customer experience. 

What AI voice bot can do 

• Understand and respond to natural, conversational language in real time. 
• Handle customer queries like checking balances, booking appointments, or answering FAQs. 
• Route calls intelligently based on user intent without rigid menu navigation. 
• Provide 24/7 support, reducing wait times and improving customer satisfaction. 
• Learn from past interactions to deliver personalized and context-aware responses. 

How Does an AI Voicebot Work? 

While AI voice bots may sound like magic to the end user, there’s a sophisticated process happening in the background that powers every interaction. Here’s a breakdown of the key steps that make real-time, intelligent voice conversations possible: 

Step 1: Voice Recognition (ASR) 

The process begins when the caller speaks. The AI voice bot uses Automatic Speech Recognition (ASR) or voice streaming technology to convert spoken words into text that the system can understand. 

Step 2: Intent Detection (NLU) 

Once the speech is transcribed, Natural Language Understanding (NLU) kicks in. It analyzes the text to determine the user’s intent and extracts any relevant details like names, dates, or account numbers. 

Step 3: Response Generation 

Based on the identified intent, the bot selects or generates the appropriate response. This could be a simple answer, a follow-up question, or even triggering an action like checking a database or booking a service. 

Step 4: Text-to-Speech (TTS) 

The selected response is then converted back into speech using Text-to-Speech (TTS) technology, allowing the bot to “talk” to the caller in a natural, human-like voice. 

Step 5: Continuous Learning and Optimization 

Behind the scenes, the system continuously learns from each interaction. With the help of machine learning, the voice bot becomes smarter over time. It improves accuracy, understands different accents, and delivers more personalized experiences. 

IVR vs Voicebot: What’s the Real Difference? 

Most contact centers still rely on IVR trees: “Press 1 for Sales, 2 for Support.” While familiar, they don’t reflect how customers actually want to communicate. Voicebots remove those rigid layers and replace them with natural conversation. 

Let’s learn more about AI Voicebots vs IVRs: 

In short, IVR was built to deflect calls. Voicebots are built to elevate conversations. 

Still unsure which is better for your business—IVR or VoiceBot?

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How Voicebots Are Reviving Contact Centers? 

Traditional IVR systems were built to reduce call load. But in practice, they often frustrate more than they help. Customers bounce between rigid menus, repeat inputs, and still end up waiting for an agent. In fact, research shows that only 14% of customer issues are fully resolved through self-service options like IVR.   

That leaves contact centers shouldering higher volumes, while customers leave the interaction dissatisfied. 

Voicebots are changing this reality. They are powered by speech recognition, natural language understanding, and machine learning. So, they let customers explain their issue in plain language, without listening to menu trees or punching digits on a keypad. This shift is delivering measurable business impact across industries: 

The message is clear: voicebots are not futuristic nice-to-have. They are already cutting costs, improving CSAT, and modernizing customer journeys in ways traditional IVR never could. 

IVR vs Voicebot: The Choice is Clear 

The limitations of traditional IVR systems are becoming increasingly evident. Clunky phone trees, long wait times, and repetitive interactions frustrate users and drive up operational costs.  

AI-powered voicebots offer a compelling alternative. They engage callers in natural, intuitive conversations, resolve queries faster, and significantly improve customer satisfaction. They don’t just deflect calls; they enhance every interaction. 

Acefone’s intelligent voice solutions are designed to help you transition from outdated IVRs to dynamic AI-driven support. If you’re ready to transform your contact center experience, we are here to make it happen. 

The post IVR vs VoiceBot: Which One Should You Choose? appeared first on Blog | Acefone.

According to a Salesforce’s research, 73% of customers expect companies to understand their unique needs and expectations. And they judge you on it in every interaction. 

Meanwhile, expectations for responsiveness keep tightening. On social, most customers expect a reply within an hour; slow responses erode trust and amplify frustration. 

Inside the organization, leaders in Sales and Support are battling rising volumes and complexity. McKinsey notes contact volumes are growing even as leaders try to improve experience. 

Bottom line: Traditional, reactive models can’t keep up. You need an AI-powered real-time agent assist. It is a layer that gives every agent the right guidance, instantly.  

Let’s learn more. 

Why do Companies Need Real-Time Agent Assist? 

The answer is simple. Information overload paralysis. 

Agents juggle tabs, tools, and ticket notes while customers wait. Knowledge workers spend 19% of their workweek searching for information. This is the time they could be spending helping customers or progressing deals. 

Other than that, inconsistent customer experiences are a major hurdle to overcome. Without a unified omnichannel interactions platform, each conversation varies by agent and channel. That inconsistency chips away at trust and leads to greater churn.  

All these ultimately result in revenue leakage. Every minute of delay hurts conversion odds. Classic “speed-to-lead” studies show dramatic drops in connect and qualification rates when responses slip from 5 to 30 minutes (and beyond). 

What has changed: Volume, channels, and complexity are all up. Expectations are up even more. Bridging that gap requires guidance that’s instant, contextual, and consistent, right in the flow of every conversation. 

What is Real-Time Agent Assist? 

Real-time agent assist is your on-call copilot. It listens to the conversation (voice or chat), understands intent and sentiment, and surfaces the next best response in real time. hink of it as the ‘brains’ that sit on top of your call center software, supporting call center management practices by integrating with CRM and knowledge tools to guide agents moment-to-moment. 

Here’s what an AI call center agent can help you with: 

Real-Time Conversation Intelligence 

• Live transcript comprehension: The model identifies entities, intent, and sentiment to propose precise answers and steps. 
• Contextual snippets: It doesn’t dump docs, it fetches the exact answer your agent needs. 
• Compliance cues: Inline reminders for disclaimers or data handling in regulated environments. 

According to the experts at Gartner, real-time agent-assist is one of the most feasible solutions for customer service use cases today. 

Predictive Customer Insights 

• Look-alike outcomes: Based on similar tickets/deals, the customer service AI predicts what solves the issue or advances the sale. 
• Proactive upsell/cross-sell alerts: It flags moments where a plan upgrade or add-on solves the problem (without sounding salesy). 

In practice, organizations report Average Handling Time (AHT) reductions and First Call Resolution (FCR) gains after deploying agent-assist, alongside meaningful CSAT lifts. 

Automated Workflow Optimization 

• Auto-summaries and after-call work: Instantly compiles notes, dispositions, and next steps. 
• Smart routing and swarming: Recommends escalation to the right queue or SME. 
• Data hygiene: Syncs clean notes back to CRM, improving analytics and forecasting. 

Game-Changing Benefits of Real-Time Agent Assist for Sales Teams 

Real-time agent assist tools empower sales reps with instant, AI-driven insights and content tailored to each conversation, right as it happens, helping support better contact center management and oversight. Instead of juggling tabs or searching for answers mid-call, reps get contextual support that enhances performance, shortens sales cycles, and boosts conversion rates.  

Here’s how real-time agent assist transforms every step of the sales journey: 

• Real-time competitive intelligence. Live objection handling with side-by-side comparisons pulled from your approved content. 
• Dynamic pricing and proposal tips. Guidance based on segment, product fit, and historical win data. 
• Predictive lead scoring in conversation. As buyers talk, the AI updates propensity and next best action. 
• Automated follow-up orchestration. Drafts a crisp recap email, assigns tasks, and sets reminders so no lead slips. 

Why it matters: The speed-to-lead advantage is real; teams that respond in ≤5 minutes are vastly more likely to connect and qualify than those that wait 30+ minutes. Many B2B organizations still average >40 hours to first response; automation + real-time agent assist closes that gap and protects revenue. 

With real-time agent assist, your reps get one screen, one set of cues, and consistent coaching in every call. Pipeline velocity rises because work moves forward during the conversation, not days later. 

Recommended Read Missed Call service for Banking Industry

How Does Real-Time Agent Assist Transform Customer Support? 

Real-time agent assist equips your support team with live, context-aware guidance that eliminates guesswork and improves resolution speed. By delivering the right information and prompts exactly when agents need them, it creates consistently positive customer experiences strategy across every channel. 

Here are a few ways real-time agent assist transforms customer support: 

• Instant knowledge retrieval. The AI surfaces the single most relevant answer from your KB, no tab-sprawl or copy-paste. 
• Sentiment + escalation foresight. It spots frustration early and prompts de-escalation language or warm transfer to a specialist. 
• Multi-channel continuity. One thread of context across phone, chat, email, so customers don’t repeat themselves. 
• Automated routing and prioritization. Right issue gets directed to the right agent, faster. 

When FCR rises, repeat contacts fall, which frees capacity, which shortens queues, which lifts CSAT, a compounding effect. Pair AI Agent Automation with a trimmed, trusted knowledge base and smart triage to maximize the flywheel. 

Essential Metrics to Track Real-Time Agent Assist ROI 

To justify investment and optimize impact, tracking the right KPI and metrics is critical. Real-time agent assist influences both sales and support performance, so a unified measurement approach is key.  

From conversion rates and deal velocity to resolution times and CSAT, these KPIs help you quantify ROI and continuously refine your AI strategy.  

Here’s what to measure, and why it matters, for both revenue and service teams: 

Sales KPIs 

• Conversion rate improvement: MQL, SQL, Closed-Won Leads  
• Average deal size: impact of better discovery and tailored value 
• Sales cycle compression: stage duration by segment 
• Lead response time: median minutes to first touch 

Support KPIs 

• First call resolution (FCR): watch recontact within 7 days 
• Average handle time (AHT): aim for reduction without hurt to CSAT 
• Customer satisfaction (CSAT/NPS): include verbatims for qualitative insight 
• Agent productivity: resolved per hour; auto-summary adoption 

Be Future-Ready with Real-Time Agent Assist 

Real-time agent assist is a foundation layer. It sets you up for autonomous assistance on routine tasks while elevating human expertise for complex, emotional, or high-stakes moments. Trends indicate customers and leaders are increasingly comfortable with AI playing a front-line role, as long as it’s fast, accurate, and easy to escalate to a human. 

This is your lever to scale personalization without scaling headcount. Put differently: you’re buying time, more consultative minutes with buyers and more empathetic moments with customers. Meanwhile, the system handles lookups, summaries, and routine next steps. 

Acefone’s AI Assist delivers this balance seamlessly, combining automation with real-time intelligence to empower every agent at scale. 

The post AI Agent Assist: Supercharging Sales and Support in Real Time appeared first on Blog | Acefone.

The majority of your customers expect a response in minutes, but most email queries still take a full day or longer to get an answer. This gap between expectation and reality frustrates customers and puts pressure on support teams already working with tight budgets. 

Traditional support channels like phone and email are slow and expensive. Remote teams often struggle to stay consistent, and customer demand for immediacy keeps rising. The result is higher costs and declining satisfaction. 

This is why WhatsApp marketing software is such a game-changer. It doesn’t just add another channel; it bridges the gap between what customers expect and what teams can realistically deliver. With instant messaging, automation, and seamless integration into your existing systems, it has the power to improve both customer experiences and operational efficiency. 

Let’s understand more about it. 

What Is WhatsApp Marketing?

It involves using the WhatsApp marketing software to interact with customers, offer real-time support, and build lasting relationships with potential buyers. 

Rather than relying on cold emails or generic ads, this approach focuses on creating direct, personalized communication through a channel people already trust and use for messaging their friends and family on their phones. 

Picture this: you run a small business that sells handcrafted jewelry. You’ve got your social media pages and a website up and running. But many customers drop off before completing their purchases. 

To bridge that gap, you start using WhatsApp marketing software. Now, customers can message you to ask about your products, place orders, or even request custom designs. You can send photos, videos, and voice notes directly, offering a smooth, personalized shopping experience that feels like a real conversation rather than a sales pitch. 

That’s the core of WhatsApp marketing, making customers feel valued, not targeted. 

Businesses can also use WhatsApp marketing services to share bulk updates like discounts, new arrivals, or limited time offers. With tools like the WhatsApp Business API, you can automate these messages to ensure your audience receives timely, relevant information without sacrificing the human touch. 

Phone Queues to Instant Messaging 

Think about the economics of support. Resolving an issue by phone typically costs several dollars per ticket. Email often drags across three to five exchanges before reaching a resolution. Both methods are inefficient, expensive, and frustrating for customers.

WhatsApp is different. It’s fast, convenient, and already part of your customers’ daily routines. Businesses are catching on quickly, around 5 million are now using WhatsApp marketing software to connect with their customers. 

For support leaders, WhatsApp offers a path to respond and resolve issues in ways phone and email can’t. The ability to send images, videos, or quick replies makes support more natural and engaging. Add in automation, smart routing, and sentiment analysis, and you have a channel that’s faster, cheaper, and more customer friendly. 

What Makes WhatsApp Marketing Software So Powerful? 

WhatsApp Business API helps you meet customers where they are, while also giving your team tools to work smarter. Rich media messaging lets you share troubleshooting videos instead of long email instructions. Transactional updates can be automated with pre-approved templates, ensuring speed and compliance. Features like quick replies and catalogs guide customers toward resolution seamlessly. 

Integration is where the magic happens. Connected to your CRM, WhatsApp chats carry full customer context. Linked with ticketing systems, every interaction is automatically logged and tracked. Dashboards provide real-time visibility into response times, volume, and satisfaction. 

Automation pushes efficiency even further. Chatbots can instantly handle common tier-1 queries. Smart routing ensures complex issues reach the right agent. Sentiment analysis alerts managers when a customer is frustrated and needs priority attention. 

We call this the 3R model: rapid response, rich resolution, and relationship building. Respond quickly, use the right media to resolve effectively, and follow up to show you care. 

Benefits of Using WhatsApp Marketing Software 

WhatsApp offers far more than just a way to send messages. It is a powerful marketing tool that helps you connect with customers on a deeper level. Here’s how it adds real value to your marketing efforts: 

1. Build Personal Connections

One of WhatsApp’s greatest strengths lies in how personal it feels. Unlike emails or social media broadcasts, WhatsApp messages arrive in a space where users are already chatting with friends and family. This makes communication from brands feel more intimate and human. 

Take a local bakery, for example. It could use WhatsApp to remind customers about upcoming orders or suggest treats based on past purchases. This kind of tailored interaction fosters loyalty and keeps customers coming back. 

2. Higher Engagement Compared to Other Channels

WhatsApp consistently outperforms other platforms when it comes to engagement. With an open rate as high as 98% (compared to email’s average of 21.3%). Messages sent on WhatsApp are far more likely to be seen and acted on. 

Let’s say you’ve just dropped a new product line. A simple message with product images and a limited-time discount can get immediate attention and boost sales far more efficiently than an email blast. 

3. Fast, Convenient Customer Support

Customers increasingly prefer texting over phone calls or emails. WhatsApp messages meet that demand perfectly. In fact, 72% of consumers say they only engage with marketing messages tailored to their interests 

You can use WhatsApp marketing services to answer questions, provide updates, or offer automated support 24/7. For instance, a fitness center could handle class inquiries or membership details instantly, improving both service speed and customer satisfaction. 

4. Affordable and Scalable

WhatsApp marketing software is a budget-friendly alternative to costly advertising or SMS campaigns. Once your business account is set up, sending messages incurs no extra cost beyond internet access. 

Whether you’re a solo entrepreneur or a growing enterprise, WhatsApp solution lets you reach your audience without draining your marketing budget. 

5. Share Rich Multimedia Content

WhatsApp supports various content formats like photos, videos, PDFs, and more. This makes marketing more engaging and informative. Unlike some platforms, you don’t have to worry about being flagged for sending rich media. 

Imagine a restaurant sending out its daily menu or behind-the-scenes kitchen videos. These visuals make promotions feel more authentic and compelling than plain text ads. 

With its high engagement rates, personal feel, multimedia flexibility, and ability to support real-time service, WhatsApp marketing software goes beyond being just a chat app. It becomes a full-fledged marketing channel that helps you connect with customers meaningfully and drive measurable results. 

Top WhatsApp Business Solution Providers 

How to Choose the Right WhatsApp Business Solution Provider? 

Choosing the right WhatsApp Business Solution Provider is a crucial step to ensure maximum utilization of the platform. Not all providers offer the same features, support, or pricing models, so selecting the right partner can significantly impact your communication strategy and ROI. Here’s what to look for: 

1. Official WhatsApp Partner

Ensure the provider is an official WhatsApp Business Solution Provider, authorized by Meta. This guarantees compliance with WhatsApp’s policies, better reliability, and access to the latest features and updates. 

2. Feature Set & Capabilities

Look beyond just messaging. A good BSP should offer: 

• Advanced automation and chatbot integration 
• CRM integrations 
• Multi-agent support and shared inbox 
• Analytics and reporting tools 
• Make sure the platform fits your marketing needs. 

3. Ease of Use

A user-friendly dashboard, intuitive interface, and easy onboarding process can save your team time and reduce training costs. Ask for demos or trials to evaluate the platform firsthand. 

4. Scalability

Choose a provider like Acefone that can grow with your business. Whether you’re handling hundreds or millions of messages per month, the solution should scale without compromising performance or cost-efficiency. 

5. Customer Support

Strong, responsive customer support is essential, especially when issues arise during peak business hours. Look for providers with 24/7 assistance, onboarding help, and dedicated account managers. 

6. Pricing Transparency

Understand the cost structure clearly. Some BSPs charge based on message volume, while others may offer flat-rate or tiered pricing. Make sure there are no hidden fees and confirm how template message pricing works in your region. 

7. Compliance and Security

Your provider should prioritize data protection and comply with global regulations like GDPR. End-to-end encryption, secure hosting, and user data policies should be non-negotiable. 

Get a personalised consultation on WhatsApp Business solutions.

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Best Practices for WhatsApp Business Marketing 

To get the most out of WhatsApp marketing services, it’s important to follow a few key practices. These help ensure your messages are welcomed, build trust, and encourage meaningful engagement with your audience. 

1. Ask for Permission First

Before sending any messages, always get clear opt-in consent from your customers. This not only respects user privacy but also ensures you’re compliant with data protection laws like GDPR. A simple incentive, like a 10% discount for signing up, can encourage customers to join your WhatsApp list voluntarily. 

2. Segment Your Audience for Better Relevance

Personalization is essential in WhatsApp marketing, and segmenting your audience helps make messages more targeted. Organize contacts based on purchase history, preferences, or behavior. For example, a beauty brand can send tailored offers to customers who have shown interest in skincare products, making the message more relevant and effective. 

3. Keep Messages Short and Focused

Long messages are often ignored. Instead, keep communication brief, clear, and packed with value. An electronics store might send a quick update about a flash sale, along with a link to shop. This format respects your customer’s time and increases the chances of a response. 

4. Use Rich Media to Boost Engagement

One of WhatsApp’s strengths is its ability to support multimedia. You can take advantage of this by sharing videos, images, or voice messages. For instance, a fitness studio could send video snippets of daily workouts to keep clients engaged. Visual content grabs attention and makes your message stand out. 

5. Automate Responses for Instant Support

Timely replies are critical for keeping customers happy. With communication solutions like Acefone, you can automate responses to FAQs or common requests, even outside working hours. A restaurant, for example, could use a chatbot to confirm bookings, answer menu-related questions, and share special offers automatically. 

6. Encourage Two-Way Conversations

Unlike many other marketing platforms, WhatsApp is built for two-way communication. Use it to invite questions, collect feedback, or handle direct orders. A local bakery might take custom cake orders via chat and confirm delivery, creating a personalized experience that strengthens customer trust. 

7. Respect Boundaries and Avoid Spamming

Sending too many messages can backfire. Avoid overwhelming your audience with frequent updates. Instead, focus on sharing useful, relevant information at a reasonable pace. For example, a clothing store might send one product update each week or a promotional newsletter once a month. 

8. Track and Improve Your Strategy

Monitoring your campaign performance is key to long-term success. Use tools like Acefone to track open rates, responses, and conversions. A travel agency, for example, can see how many people clicked on a trip offer and adjust future campaigns accordingly. 

Regular analysis helps refine your approach and improve results over time. 

Final Thoughts: Why WhatsApp Marketing Matters 

WhatsApp marketing isn’t just a trend; it’s a smarter, faster way to connect with your customers. By combining personal interaction, automation, and high engagement, it delivers real results without the high costs of traditional channels.  

Whether you’re supporting, selling, or building brand loyalty, WhatsApp business marketing offers a complete solution. All you need to do is choose the right tools provider, follow best practices, and turn conversations into conversions one message at a time. 

The post What is WhatsApp Marketing? How is it Useful for Business? appeared first on Blog | Acefone.

Since an agent can assist only one customer at a time, understaffing leads to longer hold times or missed calls. This results in frustrated and dissatisfied customers. 

Even with accurate scheduling based on call volume, not all agents may be available when needed. That’s why it’s essential to monitor and manage shrinkage effectively. 

Let’s understand more about contact center shrinkage. 

What is Call Center Shrinkage? 

It refers to the portion of an agent’s paid time when they are not actively handling customer calls. It measures the difference between total paid hours, and the actual time spent on direct customer support. This includes time spent on breaks, training, meetings, paid leave, or when agents face technical difficulties. Monitoring shrinkage in call center is essential for effective call center management, helping maintain optimal staffing, reduce wait times, and improve customer satisfaction

There are two main types of shrinkage in call center: 

• Planned shrinkage: This includes scheduled and work-related activities like training sessions, team meetings, breaks, and approved amount of time off. These are accounted for in workforce planning. 

• Unplanned shrinkage: This occurs when agents are unavailable without prior notice due to factors like unexpected absences, sick days, or technical issues. 

Monitoring shrinkage in call center is essential for effective call center management. Excessive shrinkage in call center can lead to staffing shortages during busy periods, increased wait times, and poor customer service. However, when managed properly, shrinkage helps balance workloads, prevent agent burnout, and maintain consistent service quality and customer satisfaction. 

 How to Measure Call Center Shrinkage Rate? 

While calculating shrinkage in call center the managers must consider both external and internal sources. Likewise, they must focus on both in-center and out-of-center components while implementing a plan to reduce contact center shrinkage. The percentage is normally expressed over a period of 12 months and calculated using the following formula. 

The manager cannot calculate contact center shrinkage without collecting information about shrinkage amount per agent over a period of 12 months. The average shrinkage rate for call center industry ranges from 30% to 35%. 

The manager needs to explore ways to reduce contact center shrinkage if the shrinkage percentage exceeds 35%. However, they must remember that the shrinkage rate keeps changing across the day or year. Hence, they need to measure and monitor on a regular basis. 

How Does High Call Center Shrinkage Rate Impact Call Center Efficiency? 

The managers use call center shrinkage rate as a key metric for evaluating the efficiency and performance of the call center. They cannot boost Call Center Metrics performance and deliver superior customer service without reducing high shrinkage rate. 

The shrinkage rate also helps managers to decide the number of staff agents required to handle specific incoming call volumes and meet predefined service goals. Hence, it becomes essential for managers to monitor and track call center shrinkage on a regular basis. 

How to Minimize and Manage Shrinkage in a Call Center? 

The managers cannot boost call center productivity and efficiency without reducing the shrinkage rate. They must keep in place a robust strategy to reduce shrinkage rate on a regular basis. The strategy must focus on implementing some of the commonly used best practices for reducing contact center shrinkage. 

1. Measure Shrinkage Rate Continuously

No manager can boost call center performance without measuring and monitoring shrinkage rate regularly. The new age outbound contact center solutions enable managers to measure call volume, service level and average call handling time. They even make it easier for managers to monitor fluctuations in call center shrinkage and identify the factors increasing them. 

2. Track and Improve Schedule Adherence

Cloud-based contact center solutions enable managers to monitor and assess agent productivity based on real-time data. The managers can use the dashboard provided by the cloud-hosted call center solutions to check schedule adherence by generating reports. The managers can easily reduce shrinkage in the call center by generating reports and sharing the reports with agents on a regular basis. 

Recommended Read – Types Of Call Center 

3. Keep in Mind Unproductive Time

As noted earlier, the shrinkage can be caused due to both internal and external components. The managers can reduce shrinkage rate by keeping in mind some of the components while forecasting or planning schedules. For instance, while planning call center schedules the managers must consider important components like breaks, meetings, training, coaching and after call work time. 

Read our blog “What is an Inbound Call Center?” here.

4. Monitor and Address Absenteeism

Absenteeism is one the controllable components of call center shrinkage. The managers can easily identify the agents who remain absence frequently. They must identify the root causes of the frequent or habitual absences. 

The managers also need to discuss with the agents to determine the measures required to minimize absenteeism. They can even implement a strategy to boost agent productivity by reducing absenteeism. 

5. Keep Agents Competitive

The managers can easily reduce shrinkage in the Hosted Contact Center by keeping agents competitive. In addition to providing coaching and assistance to agents, they need to reward the agents with minimum hours of shrinkage. 

The incentive program will motivate agents to explore ways to reduce hours of shrinkage. However, the manager must remember that certain causes of call center shrinkage cannot be controlled or eliminated. 

Are You Struggling with Call Center Shrinkage?

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Make Shrinkage Management an Ongoing Process 

As mentioned earlier, shrinkage in a call center changes from time to time. The decision-makers need to measure, review, and minimize the shrinkage rate on a regular basis. The managers must make shrinkage management a continuing process by creating a shrinkage forecast for a month and comparing the forecast with actual results.  

Call Center Shrinkage FAQs: 

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