Quick Overview
- 1#1: Amazon Connect - Scalable cloud contact center service that enables intelligent call routing using machine learning and contact flows.
- 2#2: Genesys Cloud CX - AI-driven experience orchestration platform with advanced skills-based and predictive call routing for enterprises.
- 3#3: Five9 - Intelligent cloud contact center software featuring dynamic routing, queues, and omnichannel capabilities.
- 4#4: Talkdesk - AI-native contact center platform that optimizes call routing with real-time analytics and automation.
- 5#5: NICE CXone - Unified customer experience suite with sophisticated call routing, workforce management, and analytics.
- 6#6: Twilio Flex - Programmable contact center platform allowing custom voice routing and workflow automation via APIs.
- 7#7: RingCentral Contact Center - Cloud-based solution providing ACD routing, IVR, and skills-based call distribution for businesses.
- 8#8: 8x8 Contact Center - Integrated XCaaS platform with intelligent routing, analytics, and global call handling features.
- 9#9: Dialpad AI Contact Center - AI-powered cloud communications tool with real-time transcription and smart call routing.
- 10#10: Nextiva Voice - Business VoIP platform offering customizable call routing rules, queues, and auto-attendants.
Tools were selected based on key factors: advanced routing capabilities (including AI-driven, skills-based, and dynamic mechanisms), platform quality (stability, integrations, and ease of use), and overall value, ensuring a balanced list that meets both cutting-edge innovation and practical business demands.
Comparison Table
This comparison table explores essential features of top phone call routing software, including Amazon Connect, Genesys Cloud CX, Five9, Talkdesk, and NICE CXone, to guide readers in selecting the right tool. By analyzing capabilities like call distribution, automation, and analytics, users can understand which solution best matches their business requirements for seamless customer interactions.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 |  Amazon Connect Scalable cloud contact center service that enables intelligent call routing using machine learning and contact flows. | enterprise | 9.6/10 | 9.8/10 | 8.2/10 | 9.7/10 |
| 2 | Genesys Cloud CX AI-driven experience orchestration platform with advanced skills-based and predictive call routing for enterprises. | enterprise | 9.2/10 | 9.6/10 | 8.4/10 | 8.7/10 |
| 3 | Five9 Intelligent cloud contact center software featuring dynamic routing, queues, and omnichannel capabilities. | enterprise | 8.7/10 | 9.2/10 | 7.8/10 | 8.1/10 |
| 4 | Talkdesk AI-native contact center platform that optimizes call routing with real-time analytics and automation. | enterprise | 8.7/10 | 9.2/10 | 8.4/10 | 8.1/10 |
| 5 | NICE CXone Unified customer experience suite with sophisticated call routing, workforce management, and analytics. | enterprise | 8.7/10 | 9.3/10 | 7.6/10 | 8.1/10 |
| 6 | Twilio Flex Programmable contact center platform allowing custom voice routing and workflow automation via APIs. | enterprise | 8.2/10 | 9.4/10 | 6.1/10 | 7.6/10 |
| 7 | RingCentral Contact Center Cloud-based solution providing ACD routing, IVR, and skills-based call distribution for businesses. | enterprise | 8.7/10 | 9.2/10 | 8.0/10 | 8.4/10 |
| 8 | 8x8 Contact Center Integrated XCaaS platform with intelligent routing, analytics, and global call handling features. | enterprise | 8.1/10 | 8.4/10 | 7.8/10 | 7.7/10 |
| 9 | Dialpad AI Contact Center AI-powered cloud communications tool with real-time transcription and smart call routing. | enterprise | 8.4/10 | 8.8/10 | 9.1/10 | 7.9/10 |
| 10 | Nextiva Voice Business VoIP platform offering customizable call routing rules, queues, and auto-attendants. | enterprise | 8.4/10 | 8.7/10 | 8.9/10 | 8.0/10 |
Scalable cloud contact center service that enables intelligent call routing using machine learning and contact flows.
AI-driven experience orchestration platform with advanced skills-based and predictive call routing for enterprises.
Intelligent cloud contact center software featuring dynamic routing, queues, and omnichannel capabilities.
AI-native contact center platform that optimizes call routing with real-time analytics and automation.
Unified customer experience suite with sophisticated call routing, workforce management, and analytics.
Programmable contact center platform allowing custom voice routing and workflow automation via APIs.
Cloud-based solution providing ACD routing, IVR, and skills-based call distribution for businesses.
Integrated XCaaS platform with intelligent routing, analytics, and global call handling features.
AI-powered cloud communications tool with real-time transcription and smart call routing.
Business VoIP platform offering customizable call routing rules, queues, and auto-attendants.
Amazon Connect
enterpriseScalable cloud contact center service that enables intelligent call routing using machine learning and contact flows.
Serverless auto-scaling with real-time AI routing powered by Amazon Lex and Connect Campaigns
Amazon Connect is a fully managed, cloud-based contact center service from AWS that enables intelligent phone call routing, IVR, and omnichannel customer interactions. It uses contact flows to route calls based on skills, priorities, schedules, and AI-driven insights, integrating seamlessly with AWS services like Lex for voice bots and Lambda for custom logic. The platform automatically scales to handle millions of interactions without infrastructure management, making it ideal for modern contact centers.
Pros
- Unlimited scalability with serverless architecture
- Deep integration with AWS AI/ML services for advanced routing
- Pay-per-use model with no upfront infrastructure costs
Cons
- Steep learning curve for users new to AWS
- Complex pricing that can escalate with high usage and add-ons
- Limited native reporting requires additional tools like QuickSight
Best For
Enterprises and mid-sized businesses needing a highly scalable, AI-enhanced contact center tightly integrated with cloud ecosystems.
Pricing
Pay-as-you-go: $0.018/min inbound voice, $0.004/min outbound, plus fees for chats/tasks; free tier for first 1,000 minutes/month.
Genesys Cloud CX
enterpriseAI-driven experience orchestration platform with advanced skills-based and predictive call routing for enterprises.
Predictive Routing using machine learning to dynamically match calls to top-performing agents
Genesys Cloud CX is a leading cloud-based contact center platform specializing in intelligent phone call routing through AI-driven predictive engagement, skills-based distribution, and advanced IVR capabilities. It optimizes call routing by matching callers to the most suitable agents based on real-time data, historical performance, and customer context. The solution supports seamless omnichannel integration, ensuring efficient handling of voice interactions alongside digital channels.
Pros
- AI-powered predictive routing for optimal agent-customer matching
- Highly scalable with robust analytics and real-time reporting
- Extensive integrations with CRMs and business tools
Cons
- Complex setup and steep learning curve for advanced features
- Premium pricing not ideal for small businesses
- Dependent on strong internet connectivity for peak performance
Best For
Mid-to-large enterprises needing sophisticated, AI-enhanced call routing at scale.
Pricing
Starts at ~$75/user/month for base plans (Engage), scaling to $150+/user/month for advanced tiers (Elevate); custom enterprise pricing.
Five9
enterpriseIntelligent cloud contact center software featuring dynamic routing, queues, and omnichannel capabilities.
Intelligent Virtual Agent (IVA) with visual flow builder for creating dynamic, AI-enhanced call routing paths without coding
Five9 is a cloud-based contact center platform that excels in intelligent phone call routing through features like skills-based routing, IVR self-service, and AI-powered call distribution. It automatically directs incoming calls to the most suitable agents based on factors such as expertise, availability, and customer data. The software integrates seamlessly with CRMs and supports omnichannel communication while providing real-time analytics for optimizing routing efficiency.
Pros
- Advanced AI-driven skills-based and predictive routing for optimal call distribution
- Scalable cloud infrastructure with high reliability and quick deployment
- Robust integrations with popular CRMs like Salesforce and Microsoft Dynamics
Cons
- Steep learning curve for configuring complex routing flows
- Higher pricing suitable mainly for mid-to-large enterprises
- Occasional reports of customization limitations without professional services
Best For
Mid-sized to large businesses with high call volumes needing sophisticated, intelligent call routing and analytics.
Pricing
Custom pricing starting at around $150 per concurrent user per month, with tiers based on features and volume; annual contracts common.
Talkdesk
enterpriseAI-native contact center platform that optimizes call routing with real-time analytics and automation.
AI-powered Autopilot for intelligent, real-time call routing and self-service IVR
Talkdesk is a cloud-based contact center platform specializing in AI-powered phone call routing for efficient customer service operations. It offers intelligent routing features like skills-based, predictive, and queue-based distribution to match calls with the optimal agent. The software integrates seamlessly with CRMs and provides real-time analytics to refine routing strategies and improve first-contact resolution.
Pros
- AI-driven predictive and skills-based routing for optimal agent matching
- Robust omnichannel integration including voice, chat, and email
- Advanced analytics and reporting for continuous routing optimization
Cons
- Pricing can be steep for small businesses or startups
- Advanced features require configuration time and expertise
- Occasional performance hiccups in high-volume scenarios
Best For
Mid-sized to enterprise contact centers needing scalable AI-enhanced call routing with CRM integrations.
Pricing
Starts at around $75 per agent/month for basic plans, scaling to $125+ for enterprise tiers with custom quotes available.
NICE CXone
enterpriseUnified customer experience suite with sophisticated call routing, workforce management, and analytics.
Enlighten AI for autonomous, hyper-personalized call routing using real-time customer insights and agent performance data
NICE CXone is a comprehensive cloud-based contact center platform that excels in phone call routing through its advanced Automatic Call Distributor (ACD) and AI-powered intelligent routing engine. It uses machine learning to match calls with the best-suited agents based on skills, customer history, sentiment, and real-time performance metrics. The solution supports skills-based, predictive, and priority routing, integrating seamlessly with CRM systems for personalized customer experiences.
Pros
- AI-driven predictive and skills-based routing for optimal agent-customer matching
- Robust omnichannel integration extending routing beyond voice
- Advanced analytics and real-time dashboards for routing optimization
Cons
- Complex configuration requiring significant setup time and expertise
- Premium pricing not ideal for small businesses
- Steep learning curve for non-enterprise users
Best For
Large enterprises with high-volume contact centers needing sophisticated AI-enhanced call routing and analytics.
Pricing
Custom enterprise pricing; typically $120-$250 per agent/month, contact sales for quotes.
Twilio Flex
enterpriseProgrammable contact center platform allowing custom voice routing and workflow automation via APIs.
100% programmable architecture allowing custom code for routing logic via Twilio Functions and Studio
Twilio Flex is a cloud-based, fully programmable contact center platform that enables advanced phone call routing through customizable IVR, skills-based routing, intelligent queues, and workflow automation. It integrates seamlessly with Twilio's communication APIs for voice, SMS, and omnichannel support, allowing businesses to tailor routing logic to complex needs. Flex provides a drag-and-drop Studio for no-code flows alongside code-based customization for ultimate flexibility.
Pros
- Highly customizable routing with skills-based matching and AI-driven prioritization
- Scalable for high-volume enterprise call centers with global reach
- Deep integrations with CRMs, APIs, and 200+ third-party tools
Cons
- Steep learning curve requiring developer expertise for advanced setups
- Complex pricing model that can escalate with high usage
- Overkill for simple routing needs without technical resources
Best For
Enterprises with development teams needing fully programmable, scalable call routing for complex customer interactions.
Pricing
Usage-based pay-as-you-go (e.g., $0.004/min inbound voice) with Flex editions: Pay-Per-Use at 1¢/min per interaction or Concurrency at $150/active user/month (Growth plan).
RingCentral Contact Center
enterpriseCloud-based solution providing ACD routing, IVR, and skills-based call distribution for businesses.
AI-driven intelligent routing engine that dynamically matches calls to agents based on skills, sentiment, and real-time availability
RingCentral Contact Center is a cloud-based omnichannel platform that excels in intelligent phone call routing, leveraging skills-based, priority, and predictive algorithms to connect callers to the right agents efficiently. Integrated seamlessly with RingCentral's UCaaS platform, it supports IVR self-service, queue management, and real-time supervisor controls to optimize contact center operations. It also provides robust analytics and AI-driven insights for continuous performance improvement.
Pros
- Seamless integration with RingCentral VoIP for unified routing and communications
- Advanced AI-powered routing including skills-based and predictive options
- Comprehensive real-time analytics and reporting tools
Cons
- Pricing can be steep for smaller teams or basic needs
- Complex customization requires training or expertise
- Best suited within RingCentral ecosystem, less flexible standalone
Best For
Mid-sized to large businesses needing scalable, integrated call routing within a unified communications platform.
Pricing
Core edition starts at ~$65/agent/month, Advanced at ~$95, Premium at ~$150+ with AI features; volume discounts and custom quotes available.
8x8 Contact Center
enterpriseIntegrated XCaaS platform with intelligent routing, analytics, and global call handling features.
AI-powered predictive routing that dynamically matches callers to optimal agents based on skills, historical data, and real-time availability
8x8 Contact Center is a cloud-based omnichannel platform specializing in intelligent phone call routing via IVR, automatic call distribution (ACD), and skills-based routing algorithms. It leverages AI for predictive routing, queue management, and real-time agent assistance, integrating seamlessly with CRM systems like Salesforce for context-aware call handling. The solution supports scalable operations for mid-sized enterprises with robust analytics and reporting for optimizing routing efficiency.
Pros
- Advanced skills-based and AI-driven routing for efficient call distribution
- Strong omnichannel integration unifying phone, chat, and email queues
- Reliable cloud scalability with high uptime and CRM connectivity
Cons
- Steep learning curve for advanced configuration and customization
- Pricing escalates quickly for premium features and add-ons
- Reporting tools can feel clunky with occasional performance lags
Best For
Mid-sized businesses seeking an integrated UCaaS contact center with sophisticated phone routing capabilities.
Pricing
Tiered pricing starting at ~$65/agent/month for basic plans, up to $115+/agent/month for elite features; custom quotes based on usage.
Dialpad AI Contact Center
enterpriseAI-powered cloud communications tool with real-time transcription and smart call routing.
Real-time AI conversation intelligence for dynamic, sentiment-based call routing
Dialpad AI Contact Center is a cloud-based platform that uses AI to optimize phone call routing and manage contact center operations. It features intelligent routing powered by real-time transcription, sentiment analysis, and skills-based matching to direct calls to the most suitable agents. The solution also supports IVR, queue management, and omnichannel integration for seamless customer experiences.
Pros
- AI-driven real-time routing with transcription and sentiment analysis
- Intuitive interface with quick setup and scalability
- Robust analytics for performance insights and agent coaching
Cons
- Higher pricing tiers may not suit very small teams
- AI routing accuracy can vary with accents or noisy environments
- Limited advanced customization for complex routing logic compared to enterprise specialists
Best For
Mid-sized businesses seeking AI-enhanced call routing with minimal setup and strong integration capabilities.
Pricing
Starts at around $99/user/month for core contact center features, with Pro and Enterprise tiers up to $150+/user/month plus usage-based fees.
Nextiva Voice
enterpriseBusiness VoIP platform offering customizable call routing rules, queues, and auto-attendants.
Visual Call Flow Designer for drag-and-drop creation of advanced, customized routing paths
Nextiva Voice is a comprehensive cloud-based VoIP platform designed for business communications, with robust phone call routing capabilities including IVR menus, auto-attendants, call queues, and ring groups. It enables intelligent call distribution based on factors like time of day, caller input, agent availability, and location, helping teams handle inbound calls efficiently. Integrated with CRM tools and analytics, it supports scalable routing for small to large enterprises while offering unlimited domestic calling.
Pros
- Intuitive visual call flow builder for easy routing setup
- High reliability with 99.999% uptime SLA
- Seamless integration with CRM and productivity apps
Cons
- Premium routing features locked behind higher tiers
- Limited international calling minutes in base plans
- Complex multi-level IVR can require training
Best For
Medium-sized businesses needing reliable, scalable call routing within a full UCaaS suite.
Pricing
Starts at $18.95/user/month (Essential, billed annually) up to $32.95/user/month (Enterprise); custom quotes for larger teams.
Conclusion
The reviewed phone call routing software offers top-tier solutions, with Amazon Connect emerging as the leading choice, thanks to its scalable, AI-powered routing. Genesys Cloud CX and Five9 follow closely, with robust capabilities in AI-driven orchestration and dynamic omnichannel tools, making them excellent alternatives for distinct needs. Together, these platforms showcase the best in efficient call management.
Elevate your call routing with Amazon Connect—its intelligent features and scalability can transform how you handle customer interactions, so don’t miss the chance to try it.
Tools Reviewed
All tools were independently evaluated for this comparison