10 Best CCaaS Providers for Enterprises and Contact Centers (2025)

Key features:

• Native CRM platform integration: Embeds phone support directly into Zendesk’s ticketing system
• Automatic ticket creation: Generates support tickets for every call and includes relevant context
• Call recording and transcription: Captures interactions for quality review and training
• Interactive Voice Response (IVR) and routing: Creates self-service menus and directs callers to appropriate agents based on skills

Pros:

• Zendesk integration unifies customer records.
• Pay-as-you-go pricing aligns cost with usage.

Cons:

• The platform lacks advanced CCaaS features.
• Voice capabilities suit smaller centers, not large enterprises.

CCaaS solutions features to prioritize

When choosing a CCaaS provider, it’s important to focus on the following features so you can upgrade your contact center operations’ effectiveness and efficiency:

• Quality management: Find a solution with call recording, monitoring, and performance analytics tools to help you maintain standards and improve service quality.
• Omnichannel capabilities: Look for a provider that allows communication across multiple channels—like phone, email, chat, and social media—to ensure a consistent experience no matter how customers contact you.
• Reliability and SLA commitments: Choose software with proven uptime and solid service level agreements (SLAs) that guarantee high availability and clearly define the support you receive during service disruptions.
• Security and compliance: Opt for a provider that adheres to strict standards and regulations like the General Data Protection Regulation (GDPR) and Health Insurance Portability and Accountability Act (HIPAA) to ensure data security and compliance that protects sensitive information.
• Analytics and data insights: Prioritize platforms with built-in analytics to track call times, satisfaction scores, and agent performance.
• Integrations with existing tech: Select a solution that seamlessly integrates with your current technology stack, such as CRM and Enterprise Resource Planning (ERP) systems, to boost efficiency and shorten agent learning curves.

Related: The Differences Between UCaaS vs CCaaS vs CPaaS

The importance of call quality and global reach in CCaaS

Voice still drives complex, high-value interactions—yet many CCaaS platforms overlook the importance of global call quality and reach. While they may handle omnichannel workflows well, most rely on third-party carriers for voice, which can lead to poor quality and high costs across international markets.

Poor voice clarity increases handle time, lowers customer satisfaction, and reduces agent efficiency. It also impacts first-call resolution, analytics accuracy, and compliance.

To close this gap, global enterprises often pair CCaaS with a specialized voice provider like AVOXI. This hybrid setup combines omnichannel workflows with global Session Initiation Protocol (SIP), virtual numbers, and smart call routing.

When assessing your voice infrastructure, focus on:

• MOS benchmarks by region
• Number coverage in key markets
• Redundancy and failovers
• Transparent international rates

This approach ensures reliable, high-quality voice across all channels and regions.

Related: Managing Voice Across UCaaS and CCaaS Platforms: A Complete Guide for Enterprise IT Leaders

CCaaS pricing breakdown: The total cost of ownership

Compared to on-premise systems, which require heavy upfront investments in hardware and IT resources, CCaaS pricing models offer more flexibility with subscription-based or usage-based costs, making them more accessible and easier to scale.

Here are some factors to consider when evaluating the true cost of ownership:

Common CCaaS pricing models

CCaaS providers typically offer two main pricing approaches:

Per-agent pricing

This model charges a fixed fee per agent per month. It usually includes access to the CCaaS platform’s core features and a certain amount of usage (like minutes for calls or number of messages).

• Pros: Predictable costs make this model ideal for organizations with stable agent counts.
• Cons: This model can become costly if your staffing needs change frequently and may include additional charges for extra features.

Usage-based pricing

This model charges based on how many minutes you use for calls and how many messages you send. This pricing model may or may not include a base fee.

• Pros: Costs align with actual usage, which offers flexibility for variable demands.
• Cons: Costs are less predictable, which can complicate budgeting. You may also face higher charges during periods of peak usage.

Related: Are You Overpaying for Your Contact Center Voice?

Hidden costs of CCaaS

Several factors can significantly impact the total cost of ownership:

• International calling costs often fall outside standard subscription fees and may vary significantly by destination.
• Storage and retention fees for call recordings, screen captures, and interaction data may trigger additional charges beyond plan limits.
• Integration costs for connecting CCaaS with CRM, workforce management, and other business systems can require professional services or ongoing API fees.
• Professional services for implementation, customization, and training often add 20%–50% to first-year costs.
• Providers may charge scalability fees when you add agents beyond your contracted limit or during seasonal spikes.
• Industries like healthcare or finance typically require compliance features that you can only access at premium pricing tiers.

Related: Reducing Total Cost of Ownership with Unified Communications

A step-by-step guide to enhancing CCaaS with AVOXI

Integrating AVOXI with your existing CCaaS solution can remarkably boost your call center’s ability to communicate globally. Here’s how you can ensure a smooth deployment:

1. Assess your needs and explore AVOXI’s offerings

Start by reviewing your current CCaaS setup to identify where it might be falling short, particularly in areas like international call quality and voice infrastructure. Next, explore how AVOXI’s features can address these deficiencies. 

AVOXI’s key features include:

• SIP trunking and integration
• Global voice coverage in over 150 countries
• Cloud IVR and call routing
• Call queuing
• Automatic call distribution (ACD)
• Prebuilt and custom integrations
• Call monitoring and advanced analytics

2. Plan and design your integration

Once you understand what AVOXI delivers, start planning how it will fit into your current setup. Decide which teams or regions to prioritize, outline your call routing needs, and set clear goals to measure success from the start. Be sure to also involve IT and key stakeholders early on to keep everything aligned.

3. Set up, configure, and test the integration

After the planning stage, collaborate with AVOXI’s technical team to get everything set up and configured. 

It’s also crucial to conduct thorough testing at this stage to ensure the integration enhances call quality and provides adequate routing capabilities.

4. Train your staff and go live

After the technical setup, you’ll need to train your team to make the most of AVOXI’s features. Once training is complete, you can go live—but keep a close eye on performance so you can tackle any potential issues.

5. Optimize and manage the change

As you start to see how AVOXI impacts your operations, take the opportunity to optimize your processes, which may involve scaling up features that are working well or adjusting those that aren’t. 

It’s also important to keep in touch with your team during this time. Their feedback will help you customize the system to your call center’s needs.

6. Review and iterate

Finally, continuously evaluate how well the integration with AVOXI meets your business needs. This ongoing review process will help you make necessary adjustments and ensure your communication capabilities keep pace with your global customer base.

Completing your contact center’s puzzle with AVOXI

Choosing the right CCaaS provider is crucial for improving how your business handles customer interactions. Each provider offers distinct features and integrations that can enhance your contact center’s efficiency. 

Adding AVOXI into the mix can also take your contact center to the next level, especially if you need reliable international calling and flexible scaling options. 

Ready to get started? Enhance your CCaaS solution with AVOXI’s global voice capabilities today.