Providing top-notch customer services isn’t possible without having a full-fledged call centre up and running.

However, setting up and running your contact or call centre to provide customer care is no walk in the park.   

We did thorough research to share the best call centre solutions in the GCC region.

We have shortlisted these call centre solutions based on their unique features, pricing, and qualities.

Ready to find the best match for your business?

Let’s begin!

How do you choose the best call centre solution?

Whether you run a call centre business or an in-house call centre, ask yourself these five fundamental questions before choosing a solution provider.

• What are your call rates? To measure your call rates, use data from rush hours and peak business seasons like Black Friday and Christmas. What’s the average rate of inbound calls, call duration, calls per person, and missed or abandoned calls? Track these metrics. Not sure how? Check out this guide on how to track your KPIs and metrics.
• Which weighs more – Inbound or outbound calls? Look at your stats. They’ll tell you. Do you have more inbound than outbound calls, or vice versa? Knowing this will help you select a suitable call centre software.
• Does the software have a simple CRM, or is it bogus? When considering software, always ensure their CRM is easy to use.
• Do they have social media integration? Following up on your customers becomes more manageable using a call centre solution software with social media integrated.
• How do they handle emergencies? Do they have a backup system? Unforeseen network downtimes and IT issues are inevitable. You’ll leave your customers hanging on a rope without a backup system. Think about these questions, and you’ll be sure to get a suitable call centre solution for your business. And now, to the more advanced part.

What features must good call centre solutions have?

In choosing the right call centre solution software, note its features. If it doesn’t have the right features, don’t use it.

To provide your customers the best experience, here are the must-have features of a call centre solution provider:

• Customer response management (CRM): It speeds up complaint resolutions. A frustrated customer leads to a decline in user satisfaction.
• An Interactive Voice Response (IVR): An automated technology with menus and chatbots for self-service. IVRs reduce congestion and increase first-contact resolutions.
• Dedicated role-based dashboards: To enable team leaders, managers, agents, and back-end employees to track and report on their performance.
• Social media integration: With social media integration, you can meet your customers where they are.
• A blended contact or call centre solution: This enables any agent to pick up a customer’s call with the customer’s data on the screen. Your customers can also request a callback if they can’t wait in the queue.
• Reporting and analytics: Measuring performance enhances improvement.

The best call centre solutions with all these elements and features make customer service more satisfactory to your employees and customers.

Are there call centre solutions with such qualities?

Yes, of course, there is. And we’ve compiled them in the next section.

18 best call centre solutions in the GCC for your business

The best call centre solutions are the best in the GCC.

• TelebuHub
• Cisco
• AWS Call Centre
• Avaya
• Ameyo
• Exotel
• Vonage
• Five9
• Knowlarity
• Connexone
• Infobip
• RingCentral
• Hubspot
• Zendesk Talk
• Talk Desk
• LiveAgent
• Genesys Cloud
• Twilio Flex

How do they work?

What are their unique features and pricing models?

And how can they benefit your business?

Let’s find out.

1. TelebuHub

When it comes to the best contact centre solutions, TelebuHub, also known as Hub, is the complete package.

This cloud-based call centre solution software provides all you need to help your support team delight your customers and make them love your brand.

It has a simple user interface with the most unique design you can ever request. This will make your customer service feel like a walk in the park for you and your agents.

How does Telebuhub work?

You can deploy TelebuHub on the cloud, on-premises, or as a hybrid call centre solution. Let’s discuss the features of TelebuHub.

Features of TelebuHub

TelebuHub call centre solution suite comes with these features:

• Drag-and-drop cloud IVR studio
• Inbuilt CRM
• Call recording
• Email to ticket
• Chat widget
• Agent call widget
• Warm transfer and conferencing
• Outbound campaigns
• SMS and email alerts
• Click-to-call (CTC)
• Supports many IVRs
• ACD and smart routing
• Role-based dashboards
• Defined service standards
• Knowledge management system, and
• Ticket management system

These features make it an ideal call centre solution software for your business.

TelebuHub’s pricing

Telebuhub offers custom pricing to meet your business needs. When you contact our sales team, we’ll evaluate your business and give you the pricing that’s just right for your business.

Why should you use TelebuHub?

TelebuHub helps your team get stuff done.

Its task management, document sharing, and group chats make teamwork a breeze. No more annoying emails or miscommunication mishaps. Your support team can finally serve your customers smoothly in one app.

The best part? TelebuHub adjusts to fit your business needs.

You can create custom workflow templates and even add other tools you love. Plus, your data is secure with encryption and two-factor authentication.

TelebuHub saves you time and money.

TelebuHub offers a free trial to help you see how everything works before you dive in.

It’s also fast and straightforward to get started with TelebuHub. Fill in your details and verify your account within 30 minutes.

When you sign up on TelebuHub, you get one manager account, one agent account, and a dedicated virtual number for your FREE trial package.

What’s TelebuHub best for?

TelebuHub is best for:

• Call routing
• Call recording
• Call management
• Assessments
• Collaboration
• Call centre management
• Call monitoring
• Automatic call distribution
• Call logging
• Call sharing
• Call reporting
• Chat/messaging
• Call results
• Call transfer
• Callback scheduling
• Call list management
• Action management
• Alerts/escalation
• Caller identification

TelebuHub is your one-stop call centre solution for all your work. It has everything you need to help your support agents’ lives easier and make your customers love you more.

Upgrade your team to TelebuHub.

2. Cisco

Cisco is an IT and networking brand that produces computer networking products.

Founded in 1984, Cisco also offers businesses access to cloud-based call centre software solutions.

Cisco Webex uses customised messaging, video and calling tools to optimise every customer engagement.

Features of Cisco call centre solution

What features make Cisco call centre solution stand out?

Cisco comes with:

• A flexible cloud-based solution
• Optimised agent and supervisor experiences
• An IVR
• Cloud applications like AIs and bots, and
• A strong hybrid cloud migration

Cisco contact centre solution pricing

Cisco’s WebEx comes with three packages:

• Meet – $3.63 monthly per user
• Call – $4.28 monthly per user
• Business – $6.25 monthly per user.

Why should you use Cisco contact centre?

You can use the Cisco call centre solution software for:

• Shorter effective meetings,
• Fast decision-making, 
• Better team collaboration 
• Optimised customer experience.

What’s Cisco contact centre best for?

Cisco’s best uses are:

• Voice options
• Users can join calls on many devices
• Mid-call device switches, and
• Content sharing

3. AWS (Amazon Web Services)

AWS call centre solution, or Amazon Connect, is a custom cloud call centre solution software that suits your needs.

How does it work?

• Create an Amazon Connect instance
• Test voice, chat, and task experiences
• Set up your phone numbers
• Set up outbound communications
• Set up routing
• Set up agents
• Set up tasks
• Set up your customer’s chat experience
• Upgrade to the latest CCP (Contact Control Panel)
• Provide access to the CCP,  and
• Embed CCP into Salesforce

Now, you’ve set up your  AWS call centre.

AWS features

AWS comes with some unique features like:

• Telephony
• Omni-channel
• Predictive dialer
• Web and mobile chat
• Agent application
• Case management
• AI Integration, and
• Salesforce Service Cloud Voice

AWS call centre (Amazon Connect) pricing

AWS comes with these 7 pricing plans:

• Customer Profiles – $0.0025 monthly per user
• Chat – free
• 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 is scalable, fast, and cost-effective.

What’s AWS best for?

AWS combines agent features into one, saving time and increasing productivity.

4. Avaya

Avaya is an American technology that provides unified communications for your contact centre.

Avaya Experience Platform is a web-based call centre solution software for inbound and outbound calls.

How does it work?

Avaya CMS connects voice, video, and chat.

Features of Avaya call centre solution

• Self-service (IVR)
• Messaging Integration
• CRM
• AI routing
• Combined frontend and backend employee experience
• Real-time Analysis
• Mobile-adaptive
• Recordings

Avaya experience platform pricing

Avaya has four packages – Digital, Voice, All Media, and Create your own.

Their prices aren’t displayed publicly on their website. 

Why should you use the Avaya call centre solution?

Avaya is a good fit if you’re looking for a call centre call solution with recording.

What’s Avaya best for?

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

5. Ameyo

Ameyo is an enterprise cloud call centre solution suite.

Funded in 2003, Ameyo has consistently provided call centre solutions for SMEs and enterprises.

They help businesses and enterprises manage inbound and outbound calls.

This helps to reduce wait time and increase sales.

Features of Ameyo

Ameyo comes with these features:

• IVR
• CRM
• Salesforce Integration
• Zendesk Integration
• Auto Dialer
• Predictive Dialer
• ACD System
• HelpDesk Automation
• Self Service, and
• Reports and Dashboards

Ameyo’s pricing

The Ameyo website does not disclose pricing. 

Why should you use Ameyo?

Ameyo is:

• Accessible
• Customisable, and
• Easy to use

What’s Ameyo best for?

SMEs and enterprises use Ameyo to:

• Reduce agents’ idle time
• Increase first-call resolutions
• Managing customer relationships

6. Exotel

Exotel is another secure cloud call centre software, but this time, with a different approach.

It is a phone system on the cloud that gives your business access to a single phone number to manage your inbound and outbound calls and SMSs.

No need for any extra equipment – headsets, wires, handsets, or servers.

Exotel’s features

Here are Exotel’s features that you need to build a good communication system:

• Multi-level IVR
• Real-time customisable Notifications
• Unlimited channels on all plans
• Call Recording
• Intensive Training for Agents
• Drag and Drop Dashboard, and
• Real-time reporting and analysis

Exotel’s pricing plans

Dabbler: $122.54, valid for five months

Believer: $245.11, valid for eleven months, and

Influencer: $606.55, also valid for eleven months.

(Prices are according to Reuters rates)

Why should you use Exotel?

Exotel’s easy-to-use platform will help your business win customer trust and scale.

If that’s what you want for your business, then Exotel is an excellent place to start.

What’s Exotel best for?

Exotel helps you build a conducive customer experience by providing:

• Phone number masking
• Customer care solutions
• Missed calls resolution
• Tracking ROI
• COD (Cash-on-Delivery) Verification, and
• Parallel Ringing

7. Vonage

Are you a small business that doesn’t need a more advanced calling feature like video conferencing?

Then Vonage is for you.

Vonage provides phone call and messaging solutions through its custom call centre software.

Vonage sends calls on the internet as opposed to regular telephone calls.

With a landline and your Vonage box, your Vonage system is ready to go.

Features of Vonage call centre solution

Here are the unique features of the Vonage call centre solution provider:

• Omnichannel – email Management, live agent workforce, and native web chat
• Voice
• Performance management
• Workforce optimisation
• Contact centre AI
• Screen recording

Pricing of Vonage

Vonage offers you these pricing plans:

• Mobile: $19.99
• Premium: $29.99 
• Advanced: $39.99

(All monthly plans)

Why should you use Vonage?

If you’re a small business handling about 10 business lines or fewer, then Vonage is good for you.

Due to their cloud-based system, you get to control costs and integrate CRM.

What’s Vonage best for?

Vonage is best for small businesses with less than 10 business lines.

They send your phone calls over the internet instead of going through a regular phone line.

8. Five9

Five9 has been one of the leading call centre solution worldwide. 

Five9 provides cloud centre software that can help your business achieve customer satisfaction.

They’re on a mission to help your business transform and meet customer demands.

They optimise productivity by running a blended call centre solution software.

Features of Five9

• Blended call centre solution
• AI-powered platform
• CRM integration
• APIs and SDKs
• Cloud-based
• Agent desktop plus
• Agent Assist
• Reporting and Analytics
• Workforce optimisation
• Voice
• SMS/text
• Video

Five9 pricing plans

Five9 comes with these monthly plans:

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

Why should you use Five9?

You should use Five9 if you intend to blend digital and on-premises customer service.

What’s Five9 best for?

Five9 is best for all business sizes and supports many platforms. 

It offers:

• Train your teams
• Voice and SMS, and
• Social platforms so you can create powerful connections with your customers.

9. Knowlarity

Knowlarity helps small and medium-sized businesses communicate with their customers through AI, voice, text, and videos.

Their software works on both desktop and mobile devices. 

Features of Knowlarity call centre solution

Here are Knowlarity’s main features:

• CRM integration
• Multi-user login & role-based access control
• Mobile app
• Call routing
• Internal call transfer
• Customisable welcome greetings
• Many access lines
• API integration
• Smart call tracking
• Call monitoring
• Inbound reporting
• Outbound reporting
• International numbers
• IVR system

Knowlarity’s pricing

Knowlarity’s Unlimited monthly plans: 

• $24.51(inbound),
• $36.77(inbound and outbound), and
• $42.99(inbound, outbound, and lead magnet)

Why should you use Knowlarity?

If you’re looking for a low-cost yet effective call centre solution provider, then Knowlarity is a good platform for you.

What’s Knowlarity best for?

Knowlarity gives your business:

• Consistent connectivity
• Call clarity, and
• After-sales support

10. Connexone

Connexone uses an omnichannel system to engage your customers and keep up with the high demands and complaints that come in daily.

Their system works for smartphone and iOS users. 

That means you can deploy IVR and surveys into an app-like format, making it easy to deliver promotional campaign offers and notifications alike.

For your customers, communicating with your business through text becomes easy.

Features of Connexone

• Omnichannel interface
• Email integration
• Self-service portal
• Customisable branding
• Automated routing
• Service Level Agreement (SLA) management
• Network monitoring
• Interaction tracking
• Multi-channel communication
• Document storage
• Knowledge base management
• IT asset management
• Real-time chat
• Alerts/escalation
• Ticket/Issue tracking

Connexone Pricing

Connexone’s pricing starts at $5,988 per year.

Why should you use Connexone?

Their automatic dialers help reduce agents’ workload.

What’s Connexone best for?

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

• Network monitoring
• Alerts and notifications
• Multi-channel communication, and
• Service Level Agreement (SLA) management

11. InfoBip

InfoBip enhances personalised communications with your customers through messaging. 

The platform delivers safe, secure, and authentic communication experiences through its omnichannel messaging channels and tools.

InfoBip has an infrastructure that helps you fully focus on your customer. 

It also has an integrated API to provide messaging services via Whatsapp, text, emails, apps, and Facebook Messenger.

Features of Infobip

Infobip’s multichannel platform has features such as:

• Real-time audio and video communications
• User privacy
• IVR
• Recording, and
• Click-to-Call

Infobip pricing

InfoBio’s pricing isn’t available on their website at this time.

Why should you use InfoBip?

InfoBip’s messaging platforms are secure.

What’s InfoBip best for?

InfoBip is best used to:

• Develop a multi-agent team that uses Whatsapp to communicate with your customers from a single mobile number, and
• Develop secure and personalised relationships with your customers

12. RingCentral

Founded in 1999 by Vlad Shmunis and Vlad Vendrow, RingCentral works over the cloud by combining phone, text, voicemail, team communication, and customer profile sharing.

Features of RingCentral

RingCentral empowers your business by giving you these features:

• Omnichannel platform
• Multi-level IVR
• Voicemail and greeting
• Internet fax
• Audio conferencing
• Video conferencing
• Cloud PBX
• Auto-receptionist
• Call recording
• Call forwarding
• Phone
• Rooms, and
• Reporting and analytics

RingCentral pricing

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

Why should you use RingCentral?

By using RingCentral, you get the following:

• Flexible pricing plans
• Optimised uptime in downtimes like loss of connections
• Toll-free, local and international phone numbers, and
• Supports BYOD (bring your own device)

What’s RingCentral best for?

Among its main uses, RingCentral helps optimise:

• Team messaging
• Inbound calls, and
• Customisable pricing plans

13. HubSpot

HubSpot’s call centre solution provider focuses on phone call services. They believe it’s the fastest and easiest way for customers to contact your business.  

It keeps records of all your phone calls with your customers and keeps you up to date. Making follow-ups is easier and more efficient.

Features of HubSpot

HubSpot comes with these features:

• Omnichannel interface
• Call Routing
• CRM
• Cloud-Based Calling
• Reporting 
• Outgoing Calls
• IVR, and
• Escalation Management

HubSpot’s pricing

HubSpot’s prices start at $30 per month.

Why should you use HubSpot?

If you’re looking for a call centre solution suite with strong CRM integration, then HubSpot comes in handy.

What’s HubSpot best for?

Hubspot is best for:

• Internal team collaboration, and
• Reporting and analysis

14. Zendesk Talk

Zendesk Talk is an inbound and outbound call centre solution software that helps you provide efficient phone support for your customers.

It’s flexible and customisable.

The software uses UDP and TCP protocols to send and receive data through network ports.

Features of Zendesk Talk

Zendesk Talk has these features:

• Call management features
• Automatic Ticket Creation 
• Call Recording
• Mute and Call Forwarding
• Inbound Caller ID
• Click-to-Call
• Call Recording, and
• Dashboards and reporting

Zendesk Talk’s pricing

Zendesk’s pricing plans are:

• Suite – $49
• Suite Growth – $79
• Suite Professional – $99
• Suite Enterprise – $150

Why should you use ZendeskTalk?

Zendesk Talk:

• Gives you IVR call routing
• Integrates over 1,000 apps, including JIRA

• Provides an interface that’s intuitive and easy to navigate, and
• Offers six months of free service for qualifying early-stage businesses

What’s Zendesk Talk best for?

Zendesk Talk software is best for:

• Effective customer service.
• Meeting customers’ needs, and
• Providing effective customer satisfaction.

15. Talkdesk

Talkdesk is a call centre solution software that has an all-in-one interface.

Talkdesk routes inbound calls to the intelligent call queue when all your agents are busy.

You can categorise your calls from this queue according to urgency, value, or customised settings.

Talkdesk features

Let’s take a look at Talkdesk’s features:

• Customer experience analysis
• Plug and Play Communications
• Omni-channel engagement
• Workforce engagement, and
• Self-Service experience

Talkdesk pricing

Here are Talkdesk’s pricing plans:

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

Why should you use Talkdesk?

You should use Talkdesk if you love the idea of an all-in-one call centre solution with a simple interface. 

What’s Talkdesk best for?

Talkdesk’s CX Cloud platform is best known for:

• Customer self-service
• Omni-channel engagement
• Workforce engagement, and
• Customer experience analysis

16. LiveAgent

LiveAgent imbibes live chat, calls, ticketing, and help desk features.

They create functional and practical software and offer innovative tools to improve the customer experience.

It invites them to chat based on their time spent on your website, location, and pages visited.

LiveAgent’s features

LiveAgent’s multi-channel help desk is rich with features such as:

• Ticketing
• Live chat
• Inbound and outbound call centre solution
• Monitoring KPIs and specific metrics
• Social Media help desk
• Reporting and Analysis
• Multilingual features
• Customer portal
• Mobile help desk apps, and
• CRM

What is LiveAgent’s pricing?

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

Why should you use LiveAgent?

If you’re looking for an inbound cloud call centre solution provider, then LiveAgent is a good option.

What’s LiveAgent best for?

LiveAgent is best for:

• Keeping track of customers’ conversations with your business
• Integrating your favourite tools, and
• Automating tasks

17. Genesys Cloud

Genesys Cloud CX is one of the best-hosted call centre solution suites.

It’s a product of Amazon Web Services (AWS).

This gives your employees a single tool to access every call centre functionality.

Features of Genesys Cloud:

Genesys Cloud CX offers these features:

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

Genesys Cloud pricing

• Cloud CX 1: $75 monthly
• Cloud CX 2: $110 monthly
• Cloud CX 3: $150 monthly 

Why should you use Genesys Cloud?

• It can boost your global presence
• It helps you stay on top of innovations
• It helps you integrate your existing systems into one place
• It’s flexible, and
• Easy customisation

What’s Genesys Cloud best for?

Genesys Cloud has a lot of uses, but these are the most prominent:

• Automatic Outbound Dialer
• Blended Call centre
• Call List Management
• Call Logging, and
• Call Monitoring

18. Twilio Flex

Twilio Flex is one of the best cloud-based call centre solutions built on the Twilio cloud platform.

It allows you to create, manage and customise any exact design of an omnichannel software solution that suits your preference.

Twilio Flex features

Flex comes with these features:

• Organising tasks across several channels from a single interface
• Custom routing and engagement workflows
• Google Help Desk AI integration
• Customisable drag-and-drop reporting, and
• Data exchange using export APIs

Twilio Flex pricing

Here are Flex’s starting prices.

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

Why should you use Twilio Flex?

With Flex’s customisable feature, you can:

• Add, manage, and route your custom channels
• Design your UI as you please
• Integrate data from your own CRM, and
• Control call flow

What’s Twilio Flex best for?

Twilio Flex is best used to customise, manage, and control your workflow design.

Get started with TelebuHub – the best call centre solution

Now, it’s time to jump into action.

We’ve discussed all the must-have features of the best call centre solutions in the GCC.

Can you have them all in one? Yes, you can.

TelebuHub is the complete package.

With TelebuHub’s unique CRM, IVR, and excellent omnichannel engagement interface, you’ll always stay connected to your customers wherever they are.

You’ll satisfy your customers, and your business will scale.

So what are you waiting for?

Get started now.

Click here to get a demo. Or sign up for FREE and be on your way to providing an exclusive customer experience.

TL;DR

• Call centre software is important for the success of your customer service. We share some of the best call centre solutions and its providers and some things to look out for before choosing a call centre software for your business in the GCC.
• Measure your call rates and consider the inbound/outbound ratio. 
• Evaluate the must-have features of a call centre software such as CRM, IVR, social media integration, and reporting analytics.
• Choose one of the 18 best call centre solution providers in the GCC, including TelebuHub, Cisco, AWS Call Centre, and Avaya.
• Among these providers, TelebuHub is the best. TelebuHub gives you a complete package with a unique CRM, IVR, and omni-channel engagement among other unique features.
• So, start your exclusive customer experience today with TelebuHub. Request a demo or a sign up for FREE.