Business phone system vs contact center
Last verified
BASIS
Computed from 6 Cloud phone system (UCaaS) and 2 Contact center (CCaaS) products · last verified 2026-10-28.
Each option is the cheapest qualifying product of its tool type, including add-ons the job requires.
CROSSOVER2.8users, at the cheapest tracked prices
Monthly cost by users
Business phone systemContact center
Cheapest tracked plan for each option at each volume, including add-ons the job requires.
What each includes by default
FeatureBusiness phone systemContact center
Auto attendant menu100%0%
Call forwarding to any number100%0%
PCI DSS compliant0%100%
Skills-based routing0%100%
Supports desk phones100%0%
WhatsApp Business Platform access0%100%
Callback instead of waiting in queue17%100%
Video meetings83%0%
Real-time queue wallboards33%100%
Audio conference bridge67%0%
E911 service67%0%
Voicemail to email with transcription67%0%
Agent scheduling0%50%
Answering machine detection0%50%
Calling-hours restrictions by recipient time zone0%50%
Click-to-call web widget0%50%
Consent capture and records0%50%
Email channel0%50%
Microsoft Teams Direct Routing50%0%
Mobile softphone app100%50%
Multi-level IVR menus50%100%
Native CRM integration50%100%
One agent inbox for voice, chat and email0%50%
Overhead and group paging50%0%
Predictive dialer0%50%
QA scorecards0%50%
Ring several devices at once50%0%
Speech analytics0%50%
Voicemail boxes100%50%
Volume forecasting0%50%
WebRTC calling SDK0%50%
Local presence caller ID17%50%
Pre-recorded voicemail drop17%50%
Sends MMS (images)17%50%
Toll-free numbers67%100%
Web chat channel17%50%
Sends SMS33%50%
Sentiment analysis33%50%
Call recording83%100%
Call transcription67%50%
Local numbers83%100%
Number porting67%50%
Sends call summaries67%50%
Signs a HIPAA BAA67%50%
Business-hours routing rules50%50%
Call queues100%100%
International numbers50%50%
Live call monitoring50%50%
Transfers calls to staff100%100%
Whisper and barge50%50%
Share of each option's qualifying products that include the feature in the base plan.
Qualifying products at default volume
| Product | Option | Tool type | Monthly cost |
|---|---|---|---|
| Dialpad | Business phone system | Cloud phone system (UCaaS) | $75 |
| Intermedia Unite | Business phone system | Cloud phone system (UCaaS) | $140 |
| Microsoft Teams Phone | Business phone system | Cloud phone system (UCaaS) | $50 |
| net2phone | Business phone system | Cloud phone system (UCaaS) | $145 |
| RingCentralin review | Business phone system | Cloud phone system (UCaaS) | — |
| Zoom Phone | Business phone system | Cloud phone system (UCaaS) | — |
| Amazon Connect | Contact center | Contact center (CCaaS) | $28 |
| CloudTalk | Contact center | Contact center (CCaaS) | — |
Next step for your size
Publication status: not indexed yet
- Decision guide record is a draft
- Contact center: 1 of 3 qualifying products with costs (draft and sample products excluded)