From small startups to large enterprises, organizations are turning to cloud technology to streamline operations, enhance visibility, and maintain resilience.
This guide explores the best contact center software in the UK for 2025, comparing leading providers by features, pricing, reviews, and suitability for different business needs. Whether you’re upgrading from legacy systems or launching a new virtual call center, this overview will help identify the right platform to elevate your customer interactions.
Key contact center features businesses should look for
Selecting the right contact center software requires a careful look at the capabilities that directly impact agent efficiency, customer satisfaction, and compliance. For UK businesses, these six features define whether a platform can truly deliver a seamless, secure, and scalable experience.
Omnichannel communication
Today’s customers expect consistent engagement across every channel — phone, chat, email, WhatsApp, and social media. A leading UK contact center platform should unify all these interactions in one interface, allowing agents to maintain full context as conversations move between channels. True omnichannel functionality reduces response times and builds stronger customer loyalty.
AI and automation
Predictive routing, voice bots, and AI-powered sentiment analysis allow teams to handle high volumes of interactions efficiently. Automated call classification and smart responses also free agents to focus on complex issues that require human judgment — improving both productivity and satisfaction.
CRM integration
Seamless integration with CRMs such as Salesforce, HubSpot, Microsoft Dynamics, and Zoho ensures every customer touchpoint is tracked. By synchronizing data between systems, businesses can personalize interactions, anticipate customer needs, and generate real-time insights into sales and service performance.
Analytics and reporting
Comprehensive reporting tools give managers a clear view of contact center health — from call quality and average handling times to agent performance and customer satisfaction metrics. Advanced solutions provide real-time dashboards and speech analytics that identify patterns, helping teams optimize processes and resource planning.
Security and compliance
UK businesses must ensure their chosen software meets GDPR and UK data residency standards. Strong encryption, access control, and audit logs are essential, especially for sectors handling sensitive information such as finance or healthcare. Providers that offer UK-based or EU data centers deliver additional assurance of compliance and data protection.
Reliability and SLAs
Uptime guarantees and service-level agreements (SLAs) are vital for maintaining consistent service quality. Look for platforms with 99.99% uptime, built-in redundancy, and proactive monitoring to ensure uninterrupted communication. Consistent voice quality and low latency are especially important for high-volume call environments.
Best contact center software in the UK (2025 list)
Below are the top platforms empowering organizations to deliver superior customer experiences while maintaining flexibility and compliance with UK data standards.
1. Voiso
Voiso is an AI-first, cloud-native contact center platform that delivers exceptional performance and analytics for scaling businesses. Known for its simple deployment and powerful automation tools, Voiso has quickly become a preferred choice among UK and European contact centers.
Key features:
- Omnichannel communication (voice, chat, messaging, and WhatsApp).
- AI-powered analytics and call routing.
- CRM integrations with Salesforce, HubSpot, and Zoho.
- Real-time dashboards and performance monitoring.
Pricing:
Starts from around £18 per agent/month, with transparent SaaS tiers and flexible monthly contracts.
User ratings:
Voiso earns a 4.8/5 rating on G2, with users commending its ease of use, rapid setup, and robust analytics capabilities.
Best for:
Scaling SMEs and enterprises seeking a unified, AI-powered contact center with strong reporting and UK data compliance.
2. Acefone
Acefone is a UK-based contact center provider known for its hosted telephony solutions, strong customer support, and focus on regulatory compliance.
Key features:
- IVR, call recording, and call monitoring.
- WhatsApp Business API integration.
- Local UK number provisioning.
- Real-time analytics and reporting.
Pricing:
From £10 per agent/month; free trial available.
User ratings:
Highly rated on G2 (4.7/5) for affordability and responsive support.
Best for:
SMEs looking for a locally supported, cost-effective contact center platform.
3. RingCentral Contact Center
A global leader in unified communications, RingCentral offers a feature-rich CCaaS platform localized for UK enterprises.
Key features:
- Integrated UCaaS and CCaaS capabilities.
- AI-driven call routing and analytics.
- Integrations with Salesforce, Zendesk, and Microsoft Teams.
Pricing:
Pricing on request (enterprise tiers available).
User ratings:
Strong scalability and reliability, though setup may be complex. RingCentral Contact Center is rated 4/5 on G2.
Best for:
Large enterprises and hybrid teams requiring robust UCaaS integration.
4. 8×8 Contact Center
8×8 delivers a unified UCaaS and CCaaS platform trusted by thousands of UK organizations.
Key features:
- AI-powered routing and call quality monitoring.
- Integrated analytics and reporting dashboards.
- Global reliability with UK-based support.
Pricing:
From £85 per user/month; demo available.
User ratings:
Praised for call quality and uptime; noted for enterprise-level functionality. 8×8 has a 4.1/5 rating on G2.
Best for:
Mid-sized to large UK companies with distributed teams.
5. Zendesk Talk
Part of the Zendesk customer service suite, Zendesk Talk integrates telephony directly with ticketing workflows for smooth service operations.
Key features:
- Integrated ticket and call management.
- Call recording, analytics, and dashboards.
- CRM and automation within Zendesk Suite.
Pricing:
Add-on to Zendesk Suite; plans from £20 per agent/month.
User ratings:
Ideal for support teams already using Zendesk; some limitations for complex telephony.
Best for:
Customer service and helpdesk teams using Zendesk CRM.
6. Freshdesk Contact Center (Freshcaller)
Freshdesk Contact Center provides an easy-to-use, cloud-based solution tailored for smaller UK businesses.
Key features:
- Quick setup and browser-based calling.
- CRM integrations (Freshworks, HubSpot, Zoho).
- Real-time call analytics.
Pricing:
Free tier available; paid plans from £7 per agent/month.
User ratings:
With a 4.1/5 review on G2, users appreciate its affordability and simplicity
Best for:
Startups and small businesses prioritizing quick deployment and low cost.
7. Five9
A global enterprise-grade solution, Five9 delivers advanced AI automation and predictive dialing capabilities for high-volume centers.
Key features:
- Predictive dialing and voice AI.
- Workforce engagement and optimization tools.
- CRM and analytics integrations.
Pricing:
Custom pricing; demo available.
User ratings:
Rated highly for performance and analytics; less suited for smaller teams.
Best for:
Large enterprises and regulated industries requiring global scalability.
8. Avaya Contact Center
A long-established name in enterprise communication, Avaya remains a top choice in the UK for on-premise and hybrid deployments.
Key features:
- Hybrid architecture (on-premise and cloud).
- Advanced routing and voice reliability.
- Strong integration with legacy PBX systems.
Pricing:
Custom enterprise pricing; sold through UK partners.
User ratings:
Praised for reliability and control; higher setup complexity.
Best for:
Government, financial services, and healthcare organizations requiring local data control.
UK-specific considerations for choosing software
While global contact-center solutions share many capabilities, operating in the UK market introduces several unique priorities — particularly around compliance, data handling, and telecommunications infrastructure. Businesses evaluating platforms should weigh the following local factors.
Local numbers and telephony
UK-based contact centers benefit from having local geographic and toll-free numbers, which help build trust and reduce calling costs.
Leading providers such as Voiso and Acefone support local number provisioning and portability, allowing businesses to maintain continuity when switching vendors.
Integration with Ofcom-regulated carriers ensures reliable voice quality and compliance with UK telecom rules. For multi-site or hybrid teams, cloud routing enables seamless transfers between office and remote agents, ensuring consistent customer experiences.
Data protection and hosting
Compliance with UK GDPR is non-negotiable for any business handling customer data. The best contact-center platforms host data within the United Kingdom or the wider European Economic Area, offering end-to-end encryption and detailed audit controls.
Providers such as Voiso, RingCentral, and 8×8 offer UK or EU data-center options, enabling businesses to maintain lawful data processing under UK privacy law.
For regulated industries like finance or healthcare, verifying that the vendor meets ISO 27001 and SOC 2 standards is essential for full compliance and peace of mind.
Local presence and support
Responsive, UK-based customer support can significantly reduce downtime and onboarding friction.
Vendors with regional offices — including Acefone, 8×8, and RingCentral — offer live local assistance, implementation services, and account management during UK business hours.
For growing enterprises, having access to dedicated training and local success teams ensures that new features, integrations, and compliance updates are quickly adopted across departments.
Matching solutions to business size and industry
Different businesses have different priorities, from cost efficiency and speed of setup to AI-driven insights and strict data governance. The best contact center platform for your organization depends on your size, industry, and long-term goals.
Startups and small businesses
For new or growing companies, affordability, simplicity, and quick setup are key.
Platforms like Acefone and Freshdesk Contact Center deliver plug-and-play cloud deployment, local UK number support, and straightforward pricing that scales with usage.
Startups looking for an easy migration path toward advanced capabilities can benefit from Voiso’s scalable architecture, which adds AI analytics and automation as needs evolve.
Mid-sized companies
Mid-market organizations need a balance between rich functionality and cost control.
Voiso and 8×8 Contact Center offer omnichannel communication, AI-powered routing, and real-time analytics without the complexity or expense of enterprise systems.
These platforms integrate easily with CRMs and business tools while offering UK-based hosting and support.
Large enterprises
Enterprises demand high reliability, compliance, and advanced automation.
Five9 and RingCentral Contact Center provide enterprise-grade capabilities including workforce management, predictive routing, and voice AI.
For distributed or hybrid teams, Voiso offers flexibility through its cloud architecture, paired with regional hosting options to ensure GDPR compliance.
Regulated industries (Finance, Healthcare, Government)
Sectors that manage sensitive data or face strict oversight must prioritize compliance and data sovereignty.
Avaya remains a trusted choice for on-premise or hybrid deployments, offering tight control over infrastructure.
Voiso also supports regional hosting and encryption standards suitable for regulated environments, blending compliance with innovation.
Expert verdict – the best contact center software in the UK
While every provider in this list offers strengths, Voiso stands out as the most well-rounded and future-ready contact center solution for UK businesses. Its AI-driven analytics, omnichannel communication, and seamless CRM integrations provide enterprise-level capability without unnecessary complexity. Combined with UK/EU data hosting, GDPR compliance, and transparent pricing, Voiso delivers exceptional value for both growing SMEs and established enterprises.
Acefone offers a strong local option for smaller businesses focused on affordability and native UK support, while 8×8 and RingCentral excel in hybrid and enterprise environments. Five9 remains the benchmark for global scalability and automation depth, and Avaya continues to serve regulated industries requiring hybrid or on-premise control.
In summary, the best contact center software depends on business scale, budget, and compliance needs. However, for organizations seeking a blend of innovation, insight, and regional reliability, Voiso leads the way in 2025 as the premier solution for the UK market.
FAQs
What is the best contact center software for SMEs in the UK?
For small and medium-sized businesses, Voiso and Acefone offer the best mix of affordability, simplicity, and advanced features. Both provide quick setup, local number support, and scalable pricing tailored for UK teams.
Which providers comply with UK GDPR rules?
Compliance is a core requirement. Voiso, RingCentral, 8×8, and Acefone all maintain UK or EU-based data centers and meet GDPR and ISO 27001 standards for data security and privacy.
How much does UK contact center software cost per agent?
Prices typically range from £15 to £65 per agent per month, depending on the platform and feature tier. Entry-level options such as Freshdesk Contact Center are budget-friendly, while enterprise systems like Five9 or RingCentral carry higher subscription tiers.
Do these platforms support local UK numbers and portability?
Yes. Most major vendors — including Voiso, Acefone, and Avaya — provide local geographic, non-geographic, and toll-free numbers with full portability across carriers regulated by Ofcom.
Which is the best AI-powered option in the UK?
Voiso leads in AI capabilities, offering predictive routing, speech analytics, and automated insights that improve efficiency and agent performance. Five9 is another strong contender for large enterprises seeking deep automation.
What’s the most reliable solution for regulated sectors like finance or healthcare?
For highly regulated industries, Avaya and Voiso provide the best combination of hybrid deployment models, data control, and GDPR compliance. Both meet stringent reliability standards and integrate with secure on-premise systems.
