Are you looking for the best call centre solution provider for your business in Africa?

Searching for the best call centre solution is hardly the problem. Finding the one that best suits your business’s needs can be challenging.

But don’t worry. This article will help you choose your business’s best call centre solution provider.

In the end, you can seamlessly connect with your customers, make more sales, and boost your revenue.

Ready? Let’s dive right in.

But first, let’s discover how to choose a call centre solution

How do you choose a call centre solution?

Choosing a call centre solution can be challenging. How do you avoid making a wrong choice?

To help you, consider these factors.

1. Business size

How big (or small) is your business?

Business size impacts your call centre metrics– the rate of inbound calls and messages, call durations, calls or messages per person, and missed call rates.

It’s the first step in determining the best call centre solutions provider for your business needs.

2. Omnichannel interface

An omnichannel interface is an all-in-one model.

It’s the most user-friendly interface, as it helps the call agents see the history of a customer’s experience with your business.

An omnichannel interface lets your business better understand your customers and handle complaints.

3. Business tools integration

Want candid advice?

Go for call management software capable of business tools integration, mainly social media integration.

With this, you can meet your customers where they are at. It must also be CRM-friendly.

4. Data protection and security

If your customer data isn’t protected, your business will drain. You don’t want that. So you must ask yourself these questions:

• Are they trustworthy?
• How will they protect your customer information and data?

It’s important to conduct thorough research and pick a call centre solution with a robust data security system.

5. Cost

Your budget matters a lot in increasing your ROI.

However, you must examine the quality of service your business needs.

Choose the call centre solutions provider with the best quality and price.

Now that you know the factors behind choosing a call centre solution, let’s move to the next part.

What features must a good call centre solution have?

This is a critical part of your research. The features determine the quality of your customer service.

Here are the 5 must-have features of a good call centre solutions provider:

• Customer Relationship Management (CRM): A good CRM will help you relate with your customers more personally.
• Integrated applications: You can integrate different tools into your call centre solution.
• Cloud-based system: This eliminates the cost of maintaining traditional phone systems.
• Data security: You don’t want a call centre leaking information like a basket.
• Reporting and analytics: Driving sales is the goal. Yet all these would be nothing if your analytics are “dead”.

Anything less will haunt you later. You don’t want that.

So, confirm these must-have features in your potential call centre solutions software. You’ll be glad you did.

Let’s dive deeper.

17 Best call centre solutions in Africa for your business

There are so many claiming to offer you good services.

However, we’ve broken them down.

Featured in this list are the best call centre solutions software in Africa:

• TelebuHub
• Cisco
• AWS Call Centre
• Avaya
• Ameyo
• Exotel
• Vonage
• Five9
• Connex One
• Euphoria
• RingCentral
• Hubspot
• Zendesk Talk
• Talk Desk
• LiveAgent
• Genesys Cloud
• Twilio Flex

1. TelebuHub

Want the best and most effective call centre provider for your business?

Look no further.

TelebuHub is Africa’s best call centre solutions provider.

Yes, you heard right. It’s the complete package.

Picture this: crystal-clear audio at your fingertips.

Need to share and access files? No problem. Stay on track with task management and integration with your favourite tools.

Oh, and did we mention top-notch security controls? TelebuHub has it all. 

TelebuHub creates the perfect workspace. Engage with your customers 24/7 and enjoy excellent benefits.

Features of TelebuHub

These unique features make TelebuHub the best cloud call centre solutions provider for you:

• Historical and customised reports
• Agent performance scorecard
• Real-time reporting and analytics
• Agent evaluation system
• Ability to manage users, agents, and skills
• Call recording tools
• Email to ticket
• Chat widget for agents
• Call widget for agents
• Warm transfer and conferencing
• Drag-and-drop cloud IVR studio
• Inbuilt CRM
• Design your IVR flow
• ACD
• Smart routing
• Single-view role-based dashboards
• Defined service standards
• Knowledge management system (KMS), and
• Ticket management

These are some of the unique features that make up TelebuHub’s complete package.

TelebuHub’s Pricing Plans

Telebuhub offers you a pay-as-you-go model. That is, you only get to pay for what you need.

This pricing model is flexible. It helps you cut unnecessary costs and fits your budget no matter your business size.

Why should you use TelebuHub?

If you’re looking for a call centre solutions provider with a model that suits all business sizes, you’re at the right place.

TelebuHub doesn’t just suit all business sizes – they offer you the complete package at affordable prices.

What’s TelebuHub best for?

TelebuHub gives you full access to these vital functions:

• Content sharing 
• Call monitoring
• Chat and messaging
• Call recording
• Call management
• Assessments
• Call centre management
• Call routing
• Automatic call distribution
• Call sharing
• Call reporting
• Call results
• Call logging
• Call transfers
• Scheduling callbacks
• Call list management
• Action management
• Alerts and escalation, and
• Caller identification

If your business needs one or more of these, then Telebu Hub is definitely for you. Schedule a demo to see how it works live.

2. Cisco

Cisco is a cloud-based call centre solutions provider known to produce computer networking products like routers and servers.

Cisco, established in 1984, uses Webex to specialise in messaging applications to maximise each customer interaction.

Cisco’s features

With Cisco call centre solutions, you get access to features such as:

• A scalable cloud solution
• Enhanced supervisory and agent experiences
• AI and bot-based IVR cloud applications, as well as
• A reliable cloud migration hybrid

Cisco pricing plans

Cisco’s Webex comes with these pricing plans:

• Webex Meet – $3.63 per month
• Webex Call – $4.28 per month, and
• Webex Business – $6.25 per month.

Why should you use Cisco?

When you use Cisco’s Webex, you’ll be able to ensure the following:

• Good customer service
• Team collaboration
• Calls and videos
• AI assistance
• Meetings
• Remote work

What is Cisco used for?

Cisco call centre solution is known for:

• Voice
• Content sharing and
• Multiple device switching and usage

3. AWS Call Centre

AWS Call Center Solution, called Amazon Connect,  is a cloud-based software that helps businesses handle call management.

AWS reduces the need for agents through the use of IVRs.

You can create customised automated menus and prompts. These IVRs guide concerned callers to the correct department.

With AWS, you can configure your customer’s chat session and update to the most recent CCP (Contact Control Panel).

AWS Call Centre features

AWS call centre solutions come with these key features:

• Omnichannel interface
• Voice and web chat agents
• AI applications integrations
• Intelligent dialler, and
• Telephony

AWS pricing plans

Pricing is split into these categories:

• Customer Profiles – $0.0025 monthly per user
• Contact lens 1 – $0.0125 per minute
• Contact lens 2 – $0.015 per minute
• Voice – $0.02 per minute
• Voice ID – $0.025 per transaction, and
• Tasks – $0.04 per task

Why should you use AWS?

AWS gives you access to chatbots to help your customers contact you on your website for live assistance.

What’s AWS best for?

AWS is best for:

• Chatbot operations
• Reducing operational costs
• Salesforce organisation

4. Avaya

Avaya is an American company that offers web-based call centre software for incoming and outgoing calls.

It does this through its Avaya Experience Platform.

This software uses interconnected Avaya CMS, phone, video, and chats.

Features of Avaya

Abaya comes with these features:

• IVR messaging integration with CRM
• Blended contact centre
• Real-time analysis
• Mobile-adaptive
• Recordings

Avaya’s pricing

Avaya comes with these four different packages:

• Digital
• Voice 
• All Media, and 
• An option to create your own.

Their respective prices aren’t displayed publicly on their website at the time of writing.

Why should you use Avaya?

Avaya is an option if you’re looking for a call centre solutions provider to help you easily connect with your customers.

What’s Avaya best for?

Avaya uses its all-in-one call centre solutions software to communicate with your customers.

5. Ameyo

Ameyo is a call centre provider that allows multichannel interactions with your customers through voice calls, video, social media, email, SMS, and chat. 

Features of Ameyo

Known for its multichannel software, Ameyo comes with these features:

• Predictive and auto dialer
• IVR self-service
• Reports and analytics
• Helpdesk automation
• Integrated CRM
• Zendesk Integration

Ameyo pricing plans

Undisclosed on their website as of the time of writing this article.

Why should you use Ameyo?

If you’re looking for multichannel software that’s easy to use, then Ameyo is an option to consider.

What’s Ameyo best for?

For inbound and outbound call management, Ameyo helps you to:

• Maximise agents’ time
• Boost your chances of resolving issues on the first call and
• Boost your relationship with your customers using its multichannel system

6. Exotel

Exotel is another safe cloud call centre solution.

It gives you access to a single phone number to handle incoming and outgoing calls and SMS messages.

Exotel’s software allows your customers to reach you anytime and through any means. 

You don’t need any external devices like servers and headsets.

Features of Exotel

Exotel gives you these features that can help you build a sound communication system with your customers:

• IVR
• Customisable notifications
• Unlimited channels on all plans
• Daily email reports
• Automated SMS
• Call analytics
• Visual drag-and-drop dashboard, and
• Intensive training for Agents

Exotel’s pricing plans

Exotel call centre solutions come with these pricing plans:

Dabbler: $122.54, five months validity

Believer: $245.11, eleven months, and

Influencer: $606.55, eleven months.

(All prices are according to Reuters rates)

Why should you use Exotel?

If you want a call centre solution that can manage and operate your calls and messages remotely and help you win customer trust, then Exotel is an option.

What’s Exotel best for?

Exotel helps you build a conducive customer experience by providing the following:

• APIs for voice and SMS
• Customer care solutions
• Missed calls resolution
• Tracking ROI
• COD (Cash-on-Delivery) verification, and
• Parallel ringing

7. Vonage

Vonage’s internet-based call centre solutions began in 2001.

Since then, Vonage has been serving as a medium to send calls online instead of regular calls using just a landline and your Vonage box.

You can now connect with your customers through voice, video, chat, and SMS.

Features of Vonage

Here are the features of Vonage call centre software:

• Vonage meetings
• Admin Portal
• Mobile and desktop apps, and
• Business inbox

Vonage’s pricing plans

Vonage’s call centre solutions provider comes with these monthly pricing plans:

Mobile: $19.99

Premium: $29.99 

Advanced: $39.99

Why should you use Vonage?

Vonage is a cloud-based call centre software for small businesses. 

If you run a small business, Vonage is an option.

What’s Vonage best for?

Vonage is best for small businesses with less than 10 business lines who don’t need more advanced features like video conferencing for large meetings.

8. Five9

Five9 is a call centre solutions software that provides service and call management on the cloud and on-prem.

Its blended contact software allows you to make good connections with your customers.

Features of Five9

Here are some of Five9’s best features:

• Blended call centre solutions
• AI automation
• Omnichannel Desktop
• APIs and SDKs
• Workforce optimisation
• Voice
• SMS/text, and
• Reporting and analytics

Five9’s pricing plans

Five9 comes with these monthly plans for your call centre solutions:

• Core – $149
• Premium –$169
• Optimum – $199
• Ultimate – $229

Why should you use Five9?

You should use Five9 if you intend to reduce costs, meet your customers’ expectations, and provide more human services to them.

What’s Five9 best for?

Five9 is best for:

• Inbound and outbound calls and messaging
• Empowering agents with intensive training
• AI automation, and
• Workflow automation.

9. Connex One

Connex One is a call management provider that provides businesses with an omnichannel interface for their customer experience.

They have offices in South Africa, Nigeria, and the UK.

Connex One’s omnichannel customer engagement helps you to connect with your customers anywhere, anytime – on social media or over the phone.

Features of Connexone

Connex One’s omnichannel interface comes with these features for your business:

• Omnichannel interface
• Email Integration
• IVR
• Customisable dashboards
• Automated routing
• Network monitoring
• Social media
• LiveChat
• Interaction tracking
• Predictive and auto dialer
• IT asset management

Connex One pricing plans

Pricing starts at $5,988 per year.

Why should you use Connex One?

Connex One can serve businesses by helping them stay connected with their customers.

It does this by providing automatic dialers to help reduce agents’ workload.

What’s Connex One best for?

Designed to serve small businesses and agencies, Connex One is best for:

• Predictive dialling
• Data Analytics
• Network monitoring
• Alerts and notifications
• Multi-channel communication, and
• Service Level Agreement (SLA) management.

10. Euphoria

Euphoria is a contact centre solutions provider founded and headquartered in South Africa.

They give you access to good features to help you run a call centre for your business.

Features of Euphoria

Euphoria aims to provide good call services to businesses. Here are some of their features:

• TMS user management
• Agent workshop
• Dispositions
• Data reporting
• Call recording
• Scripting
• Preview dialer 
• Power dialer

Euphoria’s pricing plans

Euphoria’s monthly pricing plans (excluding VAT) come in these two categories:

• Business Phone – $2.63 (Base), $3.78 (Express), $4.94 (Enterprise), and $10.76 (Call Buster).
• Call Centre – $17.18 (Agent) and $23.05 (Agent+ Dialer).

The setup cost for all plans is $87.37.

Why should you use Euphoria?

Euphoria software is fast and easy to use. Euphoria is cloud-based. This means you get to save your sensitive information on the cloud. It’s safe and secure.

What’s Euphoria best for?

Using Euphoria, you can handle these functions:

• Data Reporting
• Call Recording
• Call Dialing
• Scripting, and
• Preview Dialing

11. RingCentral

RingCentral is a cloud-based call centre solutions system that combines phone, text, voicemail, team communication, and customer profile sharing into one interface.

Features of RingCentral

RingCentral’s unified single platform offers you these features:

• An omnichannel platform
• IVR
• Voicemail and greeting
• Internet fax
• Audio conferencing
• Video conferencing
• Outbound CX
• Auto-receptionist
• Rooms
• Call recording
• Call forwarding
• Phone, and
• Reporting and analytics

RingCentral’s pricing

Here are RingCentral’s pricing packages:

• Essentials – $19.99
• Standard – $27.99
• Premium – $34.99
• Ultimate – $49.99

Why should you use RingCentral?

When you use RingCentral, you get access to the following:

• Pricing plans that suit your needs
• AI-driven guidance and analytics, and
• Toll-free, local, and international phone numbers

What’s RingCentral best for?

RingCentral is best for:

• Team messaging
• Inbound calls
• Customisable pricing plans

12. Hubspot

HubSpot is an omnichannel call centre solutions provider that offers phone call services as the easiest way for customers to contact your business.

They automatically record your conversations with your customers, which helps you provide analysis and real-time reports. This helps improve your customer service.

HubSpot features

Hubspot comes with these features for businesses and enterprises:

• HubSpot comes with these features:
• Cloud-based calling
• Reporting 
• Outgoing calls
• Omnichannel interface
• Call routing
• CRM
• IVR, and
• Call transfer

HubSpot’s pricing plan

HubSpot’s prices start at $30 per month.

Why should you use HubSpot?

With Hubspot call centre solutions, your call team has a shared view of client conversation history to help reduce wait time and improve customer relationships.

What’s HubSpot best for?

Hubspot is best for:

• Sending emails
• Live chat
• Ticketing, and
• Routing system

13. Zendesk Talk

Zendesk Talk is an inbound and outbound call centre solutions software that helps you resolve customer issues and complaints.

They do this using their integrated voice solutions, which synchronise with other communication channels. 

This allows all the agents to see the same information on their dashboards, leading to better resolutions and communications with customers.

Features of Zendesk Talk

Zendesk Talk offers you these features:

• Social messaging
• Inbound caller ID
• Click-to-call
• Call management
• Automatic ticket creation
• Call recording
• Mute and call forwarding
• Call recording, and
• Reporting

Zendesk Talk’s pricing

Zendesk Talk offers these four pricing plans for businesses:

Suite – $49

Suite Growth – $79

Suite Professional – $99

Suite Enterprise – $150

Why should you use Zendesk Talk?

With this call centre solutions provider, you can get these benefits:

• IVR call routing
• Integrated applications
• A user-friendly interface, and
• Six free months of service for qualifying early-stage businesses

What’s Zendesk Talk best for?

Zendesk Talk call centre solution is best for:

• Instant customer information
• Embedded voice
• Unified conversations 
• Providing adequate customer satisfaction.

14. Talkdesk

Talkdesk is a global call centre solutions software that provides browser-based services for small businesses.

This phone system, natively built on a cloud-based platform, enables you to optimise inbound calls before answering the phone.

With Talkdesk, you can access some excellent features at a meagre cost.

Talkdesk’s features

Let’s have a view of the features that come with Talkdesk’s call centre solutions provider:

• Customer experience analysis
• Plug-and-play communications
• Omni-channel interface
• Shopify integration
• Workforce engagement 
• IVR

Talkdesk’s Pricing

Here are Talkdesk’s pricing plans:

• CX Cloud Essentials – $75 per month
• Cloud Elevate – $95 per month
• Cloud Elite – $125 per month
• Experience Cloud – on request

Why should you use Talkdesk?

You should use Talkdesk if you want software with a display of the real-time data of your customers that integrates with Shopify and Salesforce.

What’s Talkdesk best for?

Talkdesk’s CX Cloud platform is best known for:

• Cost reduction
• Unifying technologies, and
• Increasing business agility.

15. LiveAgent

LiveAgent is an omnichannel software that uses its innovative tools – live chats, calls, and ticketing – to support businesses and enterprises.

LiveAgent’s features

LiveAgent comes with these features:

• IVR
• Integrated applications like Magneto
• Ticketing
• Live chat
• Inbound and outbound call centre solutions
• Monitoring KPIs and specific metrics
• Mobile help desk apps 
• CRM

LiveAgent’s pricing?

LiveAgent monthly pricing plans are:

• Ticket: $15
• Ticket + Chat: $29
• All-inclusive: $49

Why should you use LiveAgent?

LiveAgent brings all your support channels under one roof, providing easy access to customer conversations.

What’s LiveAgent best for?

LiveAgent is best for:

• Email ticketing
• Real-time live chat
• Voice and video calls, and
• Social media channels

16. Genesys Cloud

This call centre solutions software handles all your calls and messages on the cloud.

It’s a subsidiary of Amazon Web Services.

Cloud provides high cross-channel support by responding in real-time to customers through your website and social media channels.

Features of Genesys Cloud:

Genesys Cloud CX offers these features:

• Social Media app
• APIs
• CRM, and
• IVR
• Calls
• Transfers
• Voicemail
• Fax
• Outbound campaigns
• Supervisor tools
• Agent interface
• Messaging
• Conferencing

Genesys Cloud Pricing

• Cloud CX 1: $75 per month
• Cloud CX 2: $110 per month 
• Cloud CX 3: $150 per month

Why should you use Genesys Cloud?

Genesys Cloud helps you integrate all your support applications into one system.

This would make it easier for agents to manage inbound and outbound calls and messages.

What’s Genesys Cloud best for?

Genesys Cloud comes with these prominent features:

• Automatic outbound dialer
• Blended call centre
• Call list management
• Call logging, and
• Call monitoring

17. Twilio Flex

Flex is built upon the Twilio cloud network. It’s a system that helps you create any type of omnichannel software solution that suits your desires

Twilio Flex features

Twilio Flex’s software comes with features such as:

• AI integration
• A single-display interface
• Call routing
• Omnichannel customer engagement 
• Drag and drop reporting 

Twilio Flex’s Pricing

Flex’s pricing plans are as follows:

• Voice: $0.0085 inbound per minute and $0.014 outbound per minute
• Message: $0.0079 inbound and outbound messages

Why should you use Twilio Flex?

Flex comes with these benefits:

• Ability to change and modify your call centre
• Control your call flow
• Add, manage, and route your custom channels
• Design your UI as you please
• Integrate data from your CRM

What’s Twilio Flex best for?

Twilio Flex gives you an all-in-one interface for your email, voice, SMS, Facebook, WhatsApp, and WebChat.

Get started with TelebuHub

Now, it’s action time.

TelebuHub is the best call centre solution provider for your business because it’s very easy to use with all the features you need.

You can customise your IVR flow to reduce churn rates and boost customer satisfaction.

Here’s another exciting part.

TelebuHub call centre solution will also help you track all your vital KPIs, making it easier for you to measure performance without stress constantly.

This software has all the advanced features every call centre solution should have.

So get started today. Schedule a demo to see how it works.

Your customers are counting on you.