7 Best Telephony Apps for Customer Support | Top Picks for Businesses

Calilio, RingCentral, Dialpad, OpenPhone, Aircall, Nextiva, and 3CX are some of the best telephony apps that you can use to handle customer calls.

Calilio is an AI-powered business phone system accessible via native iOS and Android apps or any desktop browser. It enables teams to manage customer inquiries and calls, track every conversation, and resolve issues efficiently on any device. With its call queues and an interactive voice response (IVR) system, callers can quickly navigate to the right department or topic.

Calilio also allows number sharing that enables multiple team members to receive and answer calls from a single business number, so no call goes unanswered even during peak hours. Its real-time dashboard provides a live overview of agent activity, making it easy to see who’s available and who’s currently on a call.

Key features:

• Call transfer
• Call tagging
• Multi-channel support
• Call forwarding
• Intelligent call routing
• Call recording and monitoring

Pros:

• Offers advanced call management features at an affordable price
• Easy-to-use interface
• 24/7 support
• Easy scalability for businesses of all sizes

Cons:

• Limited integrations available

Pricing:

With 99.999% uptime and 400k+ customers worldwide, RingCentral can be considered one of the reliable and popular telephony-based customer support apps. It provides an AI-powered contact center solution with AI-virtual agents, real-time coaching, and live AI guidance.

RingCentral’s omnichannel contact center, known as RingCX, provides support across 20+ digital channels, including chat, social media, SMS, and email. Also, it offers a multilevel auto-attendant, customizable IVR, and skills-based routing to direct callers to the appropriate department.

Key Features:

• Omnichannel support
• Topic-based team messaging
• Call queues
• File sharing
• CRM integrations with Salesforce, Zendesk, and HubSpot
• Reporting and analytics

Pros:

• Easy to set up and use
• Operates easily across desktop and mobile
• Numerous integrations available

Cons:

• Some of the essential features, like online faxing, are not available without an upgrade

Pricing:

Dialpad is a cloud-based app for customer support that helps handle complaints and answer questions through various channels, including voice, video, and social media. It also provides inbound voice, digital support, and live assistance functionalities in its advanced platforms.

Dialpad offers always-on audio chat rooms, topic-based team messaging, and file agent presence management. It also has CRM integrations with leading platforms like Salesforce, Zendesk, HubSpot, and Zoho. With its affordable pricing, Dialpad is especially well-suited for small to mid-sized businesses looking for a powerful yet cost-effective solution.

Key Features:

• AI chatbot
• Hold queues
• Call tagging and notes
• Call forwarding
• Real-time analytics

Pros:

• Offers an AI scorecard to evaluate agents' performance
• Offers desk phone support
• Video conferencing is available

Cons:

• Confusing and clunky UI
• Customer support is unresponsive
• Texting is expensive

Pricing:

OpenPhone is a leading VoIP phone solution that can be used for customer support. It combines calls, texts, and contacts into one AI-powered shared workspace. Easy access to different channels helps your team stay aligned, respond faster, and make every customer feel valued.

OpenPhone’s customizable IVR menus and ring-order routing enable customers to reach the right agent. Moreover, its internal notes with mentions allow easy real-time team collaboration. It also comes with an AI agent called Sona, which instantly answers calls, fields routine inquiries, and routes customers to the right team.

Key Features:

• Custom tags
• Saved replies
• Custom ring order
• AI call transcripts and summaries
• Call recordings and activity reporting

Pros:

• Modern, clean, and intuitive interface
• Cost-friendly VoIP services

Cons:

• Customer service is slower
• Occasional connection issues

Pricing:

Aircall is an integrated customer communication and intelligence platform that aims to make conversations easier for businesses using its virtual agents. Its AI voice agent autonomously handles your inbound calls 24/7, and it assists agents from preparation to follow-up.

Aircall includes call routing to send customers to the right agent, an activity feed to track every call and follow up easily, and AI tools that suggest faster responses during live conversations. With browser extensions like click-to-dial and deep CRM integrations, Aircall helps your team save time and solve issues quickly.

Key features:

• Power dialer
• IVR
• Call routing
• Call center analytics
• CTI integration
• Click to dial

Pros:

• Easy to use
• Cloud-based system
• Dependable customer support

Cons:

• Occasional connectivity issues
• The mobile app has some limitations compared to the desktop version

Pricing:

Nextiva is a VoIP-based all-in-one communication app, suitable for businesses of all sizes with high budgets. It streamlines workflows by automating routine tasks such as welcome emails, reminders, surveys, reviews, and follow-up campaigns, helping agents save time and focus on higher-value interactions.

With NextivaONE, you can view all contact details and notes, which helps to offer personalized customer support. Also, you can record calls and get voicemails transcribed automatically for monitoring purposes. It also handles customer interactions through its intelligent virtual assistant (IVA). Additionally, all your information is securely stored in the cloud, making it accessible anytime, anywhere.

Key Features:

• Voicemail transcription
• Video recordings
• Intelligent and skills-based routing
• Progressive and predictive outbound dialers
• Secure payment assist

Pros:

• Excellent advanced features for customer support
• Unlimited users on all plans
• User-friendly and easy to set up

Cons:

• Higher price than competitors
• Limited administrative control features

Pricing:

3cx is another all-in-one business phone system and contact center solution that helps customer support teams stay responsive and organized. Its mobile and web apps let agents take calls, reply to live chat, WhatsApp, SMS, and Facebook messages all from one place using their office number.

With features like call queues and CRM lookup for caller details, it allows callers to connect to the right agents and ensures they give the correct resolution quickly. It also supports skill-based routing, round-robin queues, and real-time call stats to manage inbound calls effectively.

Key features:

• Round-robin queues
• Sentiment analysis
• Automated summaries
• Caller ID
• Call whisper and barge-in

Pros:

• No per-agent pricing
• Low cost and easy to manage
• AI-powered tools save time

Cons:

• Complex to learn in the initial phase
• Some of the features, like call parking, are unnecessarily complicated

Pricing:

To choose the right customer support app for your business, start by clearly defining your needs and goals. Look for a solution with an intuitive user interface that’s easy for your team to use. It’s also important to look for a scalable option in case your business expands.

1. Identify Your Business Needs: Create a clear list of what your business needs. Consider your team size, support channels, and typical customer issues.
2. Omnichannel Support: Look for apps that let your team manage messages from email, chat, phone, and social media all in one place. You need to be available in most of the channels to keep a good relationship with your customers.
3. Ease of Use: The app should have an intuitive interface for both agents and customers to minimize training time and maximize efficiency. Ensure the app supports mobile devices so your agents can respond from anywhere, which is critical for remote or on-the-go teams.
4. Scalability: Choose an app that can scale with your business as it grows without performance issues or limitations.
5. Customer Self-Service Options: Look for apps with features like knowledge bases or FAQs, or with AI agents that will help reduce inquiries by empowering customers to solve common problems independently.
6. Customer Support & Training: Look for vendors offering firm support, onboarding assistance, and training resources to help your team get up to speed quickly.
7. Cost & Pricing Structure: Businesses need to compare different vendors and their pricing plans. Then, choose the app according to their budget and the features it offers. Also, you must be aware of hidden fees or any extra charges for add-ons in the future.

Good customer support is no longer optional; it’s essential for every business. To deliver fast, efficient, and consistent service, businesses need a reliable customer support app. Choosing the right VoIP app for customer service not only enhances the support experience but also strengthens customer trust and long-term loyalty for your business.