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Resources

Contact center comparisons

These pages cover the decisions almost every contact center faces: build in-house or hire a provider, cloud or your own servers, which dialing mode to use, and who answers customers first – an IVR, a chatbot, or an AI agent. Each page compares the options side by side, explains how to choose and prepare, and shows how to use both together.

In-house vs. outsourced contact centerAn in-house team gives you full control over quality and data, but you have to hire and train people. A vendor can get a line running faster and take on the peaks.Learn more →Cloud vs. on-premisesIn the cloud, the platform goes live in a day and you don't need your own servers. Companies choose on-premises when customer data has to stay in-house. You can switch later.Learn more →Power vs. predictive dialerA power dialer calls only when an agent is free, so the customer never waits. A predictive dialer dials ahead and cuts agent idle time, but some customers may hang up before an agent joins.Learn more →IVR vs. voice AI agentAn IVR asks the caller to press a key and connects them to the right department. A voice AI agent understands natural speech and resolves simple issues itself – rescheduling an appointment or checking an order, for example.Learn more →Chatbot vs. AI agentA chatbot guides the customer with prebuilt buttons and handles simple questions well. An AI agent understands a question however it's phrased and answers from your knowledge base.Learn more →

Blog

From the blog

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Launch and deployment · 5 min read How to build a contact center from scratch How to build a contact center from scratch: goals and channels, platform and deployment, processes and metrics, staffing, training, and a 2-4 week pilot. Read the article → Telephony · 7 min read A phone menu without the frustration: IVR design rules How to build an IVR that doesn't frustrate callers: short branches, speech recognition, self-service that resolves the issue, and a clear path to an agent. Read the article → AI agents · 8 min read What an AI voice agent can and cannot do in a contact center today What an AI voice agent really handles in a contact center, where it still gets things wrong, and how to launch one: use cases, integrations, and handoff. Read the article →