# Contact Center as a Service (CCaaS) Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Contact Center as a Service (CCaaS) Software - reviews, pricing plans, popular comparisons to other Call Center products and more. Source: https://www.capterra.com/p/169024/Call-Center --- # Contact Center as a Service (CCaaS) Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) Contact Center as a Service (CCaaS) ## What is Contact Center as a Service (CCaaS)? Evolve IPs omnichannel contact center provides organizations with a sophisticated, cloud-based service that delivers real business value. Their advanced features provide contact center leaders with real-time control and visibility of their agents along with rich operational insights. Leverage Evolve IPs cloud compliant architecture for enterprise-grade business continuity while enabling customers to interact across any communication channel with agents operating from anywhere. ## What is Contact Center as a Service (CCaaS) used for? [Call Center](https://www.capterra.com/call-center-software/)[Virtualization](https://www.capterra.com/virtualization-software/)[IVR](https://www.capterra.com/ivr-software/) Overall rating Based on 21 user reviews Reviews sentiment Positive 71% Neutral 24% Negative 5% Starting price $85 Per User, Per Month Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Contact Center as a Service (CCaaS)?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.evolveip.net/&name=Contact Center as a Service \(CCaaS\)) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Contact Center as a Service (CCaaS) 4.0 (21) VS. [4.8 (309)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) Starting Price $85 Per User, Per Month Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.8 (21) Ease Of Use 4.8 (308) Value For Money 3.7 (19) Value For Money 4.7 (235) Customer Service 4.1 (20) Customer Service 4.8 (300) ## Contact Center as a Service (CCaaS) alternatives [4.2 (458)](https://www.capterra.com/p/184709/Aircall/reviews/) Starting price $40.00 Per User, Per Month [4.6 (129)](https://www.capterra.com/p/136728/Readymode/reviews/) Starting price $199.00 Per User, Per Month [4.2 (562)](https://www.capterra.com/p/190976/Dialpad-Sell/reviews/) Starting price $27.00 Per User, Per Month [4.4 (465)](https://www.capterra.com/p/158704/3CX/reviews/) Starting price $350.00 Per User, Per Month ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Reporting/Analytics 3.5 (2) 150.00% of 2 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Automatic Call Distribution 5.0 (1) 200.00% of 1 reviewers that rated this feature as important or highly important Distribute/route/connect calls Call Logging 4.0 (1) 200.00% of 1 reviewers that rated this feature as important or highly important Collects essential call data such as call origin, call destination, call length, and other transaction details Call Monitoring 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Call Recording 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Call Scripting 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Provide agents with a typical response for common call subject matter Contact Center as a Service (CCaaS) 20 features System alerts about the need to escalate an issue or request Application programming interface that allows for integration with other systems/databases Distribute/route/connect calls A call center that both makes and receives calls Collects essential call data such as call origin, call destination, call length, and other transaction details Listen to live phone conversations for the purpose of training and assessing agent performance Record the audio of phone conversations for quality assurance purposes Sends voice calls to a specific queue based on predetermined criteria Provide agents with a typical response for common call subject matter Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Computer-telephony integration is the use of computers to manage telephone calls Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A call center that primarily receives calls, typically customer service focused Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Agents choose who to call and when A call center that primarily makes calls, typically sales focused System calls multiple numbers at once and connects the agent to the first number that answers Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls Monitor wait time and abandonment for incoming requests that have not been routed View and track pertinent metrics to find patterns and gain insights from data Get Advice We can help you find the software with the features you need. Features 3.9 (21) 3.9 Based on 21 reviews ## Pricing Value for money 3.7 (19) [View pricing plan details](https://www.capterra.com/p/169024/Call-Center/pricing/) Agents $85.00 Per User,Per Month Supervisors $110.00 Per User, Value for money 3.7 (19) 3.7 Based on 19 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.1 (20) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.1 (20) 4.1 Based on 20 reviews ## User reviews Overall rating 4.0 Based on 21 reviews Filter by rating 5(8) 4(7) 3(5) 2(0) 1(1) Mentioned topic Sorted by most recent BI brian i. Director customer service Building Materials ### "Service review " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 3/10 March 1, 2024 Pros I love the agent and supervisor portal, and the ease of use. Reporting is very robust as well Cons originally, i didnt like the tech support, but that has come around to being quite good now. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AJ Andy J. EVP CIO Banking ### "Relyance Bank Survey ECS" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 January 24, 2024 With in the first few months of going live we experienced 2-3 outages that impacted our customers' ability to reach us. More recently things have stabilized, but we had a rough start. Pros We used 8x8 before, so we were happy that Evolve ECS had all the same features we needed. The pricing was much better than 8x8 and the Support has been 100x better. We had significant struggles with 8x8 Support, even at the management level. Cons The tool set for administering ECS is extremely difficult to navigate. It seems to be built on older technology. We also have to use multiple different username and passwords to manage the full suite of products. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MB Max B. Business Consultant Logistics and Supply Chain ### "Sometimes very reliable, sometimes not " 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 August 11, 2021 Overall, we had hoped for a better product. Everything works, but not the way we want it to work. We expected a high quality dialing system. Instead we've received a software package that is more than ready for an update. Pros Our previus dialing system had not so many option for reporting and complex dialing. This software has al these option. Some of them work well. Besides that this system doesn't remove clients from the queue. Our previous system did unfortunately... Cons It cost us a lot of time to implement this software. There are still things that aren't working well right now. Unfortunately, the company can't solve all the problems at once. One last thing: the user interface, for call agents and adminstrators aswell, looks outdated. Switched from [Xelion](https://www.capterra.com/p/197275/Xelion/) Our previous system was ugly designed and outdated. Most dialing software systems have new features which make it easier to provide customers with the right information. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KS Kristi S. Owner Veterinary ### "Worst Service Ever" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 April 19, 2021 The overall Experience with Evolve was beyond poor. It is impossible to speak to anyone over the phone about issues and when you do they are not knowledgeable or able to help you fix your issues. They make promises to "escalate" your tickets but then sweep them under the rug and never call you back. So you have to start all over again the next day wasting hours of busy business owners time. The customer portal is a joke. Pros The Pro's were only the thing I already had in place before Evolve took over my existing phone company. Cons The online portal is impossible to use and there is no help to set it up. No Customer Service or Support. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AT Andy T. Helpdesk & Systems Tech Media Production ### "Wasn't the Right Phone Platform for Us" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 2.0 2.0 Customer Service 2.0 2.0 Likelihood to Recommend 3/10 February 14, 2020 I'm sure it would work great for some users and companies, but it didn't entirely meet our needs or expectations. Ultimately, both sides agreed it was best to move on. Pros There wasn't a lot that we really liked about this platform. It mostly functioned as a phone system for the year that we had it, but it wasn't right for us. Cons The support was not great. I think they did try to provide good support, it just usually fell short for us. The unified communications app was not very good and had some issues. The website was very bad for most of the time we used it. They did upgrade it toward the end of our time using them, but it still fell short of other platforms we tested or what we now use. We think ultimately the company and product didn't head in the direction we were lead to expect and deadlines were frequently overstated and missed. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AD Amy D. Call Center Manager Oil & Energy ### "Has gotten more complicated" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 September 10, 2019 While technicians are always pleasant to deal with and willing to help, I find that it usually takes many calls in to get issues or changes or additional lines set up. Pros Queue is simple and easy for agents to use, accessing custom reports on demand through Broadworks is very helpful Cons Recent changes have made independently managing changes to our account almost impossible. It is no longer intuitive and requires many calls to the company to get issues resolved. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. LH Larry H. IT Director Automotive ### "EvolveIP review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 September 6, 2019 EvolveIP has been very easy to work with. Changes to our agreements are very simple and support always follows up with open items. Pros This company is very easy to work with. Response times are almost immediate and they are great at follow up. Cons At first I was a little skeptical as I had not worked with many other hosted companies, however in a very short time my uneasiness went away. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JK Josiah K. Benefits Outreach Specialist Civic & Social Organization ### "Great Functionality, A little complicated" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 March 22, 2019 Overall, I am very happy with Evolve IP Call Center. It allows for smooth, efficient call handling, and I think its strengths definitely outweigh it's weaknesses. There are few to no dropped calls, and when paired with a skilled operator, it provides a great customer service experience. Pros For me as a call center operator, it is very easy to make transfers and handle multiple lines simultaneously. I appreciate how easy it is to make transfers, hold one line, the other, or both, and make callbacks. The virtual hold feature allows for better answer rates and higher customer satisfaction. Last, it is easy to relocate or minimize the tabs for the call center software, making it easy to navigate other web pages while handling calls. Cons The design is not very intuitive; it takes a while of using the software to understand how to use it. It also lags sometimes, which \*can\* cause calls to bump from one agent to the next. I have heard that the supervisor view uses a lot of RAM, and therefore is prone to freezing up or not working as it should; however, I have not experienced this personally. The call center where I work does not use their recording feature (for rights and responsibilities) because it cannot (yet) be paused; I have heard that this is under development. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Gopal C. Sr DBA Insurance ### "Helping business productivity everyday" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 March 16, 2019 We are in the insurance business where timely posting of payments and response to inquiries is a business necessity and Call Center is an essential tool. Pros I use Call center meeting room, IP telephone and advanced scheduling and call forwarding system everyday so as to be able to respond to tickets 24x7. Cons I'd like to do self care and a lot of self care items are in the admin and I have to ask the admin. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. LP lane p. Service Desk Manager Internet ### "Call Center Review for Evolve" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 15, 2019 Overall, the experience has been great. The call center functionality is wonderful and there are a slew of features available for most environments. The support from Evolve IP is really industry best as every person I have had the pleasure of working with has been competent and extremely helpful. Pros The functionality and support from Evolve IP using their call center as well as the value are more than enough reasons to make the switch. Cons There is a slight learning curve navigating the software but like any new software, this is to be expected. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/169024/Call-Center/reviews/) Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. 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