Your call center is stagnating, with an aging telephone system, rising maintenance costs and technical tools that are holding back performance. You doubt your ability to effectively manage inbound and outbound calls, integrate your CRM and supervise your customer service in real time. This situation complicates growth, and leads you to look for an agile, cloud-based solution with no hardware constraints.
In this guide, we’ll show you how to migrate your call center to the cloud, without the need for expensive, obsolete hardware. We also compare the best existing software. This guide provides concrete solutions to turn your technical challenges into strategic assets.
Points to remember :
- Traditional call centers are too rigid and costly: maintenance, lack of CRM integration, heavy equipment. The result: lost time, lost performance… and lost money.
- Cloud software is transforming the game: HD calls, intelligent routing, integrated CRM, real-time supervision, without hardware or cabling. Everything runs from a simple browser.
- Kavkom stands out as a cloud telephony platform for in-house call centers: fast installation, human support, native CRM integration and no-obligation rates.
- Other alternatives (3CX, CloudTalk, RingCentral, etc.) offer solid options, but are often more complex to deploy, or more expensive in the long term.
- For a successful transition: choose software that’s compatible with your business tools, secure (RGPD), easy to install, scalable, with good customer support. And prioritize CRM integration to boost productivity.
The challenges of a traditional call center
Call centers operating with conventional telephone systems are faced with numerous constraints that hamper their efficiency and increase their operating costs. These aging, often inflexible infrastructures are struggling to meet today’s performance requirements.
Main problems encountered :
- High maintenance costs: on-site equipment (servers, workstations, cabling) requires frequent, costly servicing.
- Rigid infrastructure: adding a workstation, modifying a queue or activating a redirection requires time… and often a technician.
- No native integration with CRM tools: agents have to juggle several interfaces, which lengthens call handling and increases the risk of error.
- Lack of flexibility: management of incoming and outgoing calls is limited to the physical configuration, making rapid adaptation difficult.
According to elevenlabs.io, labor represents 60-70% of the costs of a typical call center, with an annual turnover rate of 30-45%, which adds to training costs and undermines operational stability.
One hour’s downtime on an old system can cost up to €100,000 for a large company, and €5,000 for a small or medium-sized business, taking into account the direct loss of revenue, unproductive hours and the risk of customer dissatisfaction.
These challenges explain why more and more companies are migrating to modern, more flexible and cost-effective cloud solutions.
The benefits of good cloud-based call center software
Cloud solutions have profoundly transformed the way call centers operate. They offer a flexible, cost-effective and scalable alternative to traditional telephone systems.
Key benefits :
- Cost savings
No more hardware to buy or maintain, no more complex cabling. The cloud eliminates the cost of physical infrastructure and upgrades.
Immediate savings on maintenance and equipment. - Quick installation
In just a few clicks, a solution like Kavkom can be deployed without on-site technicians or hardware. - Easy CRM integration
Calls are automatically synchronized with your CRM (HubSpot, Salesforce, Zoho…), enabling precise, personalized follow-up. - Enhanced security
Data is encrypted, servers are hosted in Europe and the solution complies with the RGPD. - Enhanced customer experience
Advanced features (intelligent routing, recording, real-time supervision) optimize call management and boost service quality.
Companies equipped with cloud call center software saw a 25% increase in customer satisfaction
Thanks to AI and real-time analytics, some reduce handling time by 40% and improve first-call resolution by 15%
Kavkom stands out for :
- Hardware-free installation
- Dedicated human support
- A no-obligation formula
- And a simple interface designed for call center managers and sales teams.
An essential checklist for a successful transition to the cloud
Migrating to a cloud solution for your call center can transform your operations… provided you anticipate the right criteria. Here’s a simple and effective checklist to ensure a smooth transition:
- CRM compatibility
Check that the solution integrates easily with your existing tools (Salesforce, HubSpot, Zoho…) and enables automatic feedback of customer data. - Easy to install
Choose software that can be installed without hardware, in just a few clicks, with clear onboarding. - Security & RGPD compliance
Ensure calls are encrypted, hosting is in Europe and registration consent is managed. - Essential features
Look for tools such as predictive dialer, call recording, intelligent transfer and real-time supervision. - Human technical support
Choose a supplier who can provide you with responsive support, ideally French-speaking, to help you every step of the way.
Top-performing call center software: features and cost
Here are 6 call center software packages:
| Rank | Solution | Best for | Key highlights | Entry price (excl. VAT/month) |
|---|---|---|---|---|
| 1 | Kavkom | Agile sales teams & call centers | Native CRM – Unlimited calls – Responsive human support | 8 € / user |
| 2 | 3CX | Companies with in-house IT departments | Cloud or self-hosted – Licence per simultaneous call | From €350/year (≈ €29/month) |
| 3 | 8×8 | High-volume call centers | Voice/video/IA – Advanced analytics – 60+ integrations | 24 / user |
| 4 | RingCentral | SMEs → large multi-site groups | +300 integrations – AI – Visioconf. & advanced files | On quotation (≈ €20-40) |
| 5 | Ringover | French-speaking VSEs & SMEs | Clear interface – Unlimited calls – Omnichannel + coaching | 21 € / user |
| 6 | CloudTalk | CRM integration & real-time analysis | Visual IVR – Smart routing – AI Analytics | 25 € / user |
1. Kavkom
Key features
- Virtual numbers in50 + countries
- Power-dialer & click-to-call
- Real-time recording and supervision
- Open API, native CRM integrations (Salesforce, HubSpot, Zoho, Pipedrive)
Highlights
- No-commitment packages
- Unlimited calls billed at the beginning of the month, with no hidden fair-use
- Human, French-speaking, responsive support
- 100% cloud deployment, no hardware required
- Simple dashboard; the flexibility of a Swiss Army knife
Disadvantages
- UX perfectible
- The first setting is a little more technical
Cost
- Basic : 8 € / util. / month
- More : 24 € / util. / month
- Pro: on request
2. 3CX
Features
- Software PBX (cloud or on-prem)
- Videoconferencing, chat, WhatsApp
- Call routing & queuing
- Common CRM plug-ins + webhooks
Highlights
- Concurrent call license: economical as the team grows
- Possibility of self-hosting (total control)
Disadvantages
- More “sysadmin” configuration
- Fewer analysis and coaching functions
Cost
- Depends on number of simultaneous calls
- 3CX PRO: license from €350/year
- 3CX ENT: license from €425/year
3. 8×8
Features
- Voice, video, chat & AI assistance
- Comprehensive analytics, recording, QoS monitoring
- 60 + CRM/ITSM integrations
Highlights
- Highly scalable all-in-one platform
- Global data centers (high SLA)
Disadvantages
- Premium rates
- Dense interface for small teams
Cost
- X2 (Voice) : $24 / util.
- X4 : $40 + / util.
4. RingCentral
Features
- Telephony, videoconferencing, fax & messaging
- IA call summary, +300 integrations
- Recording, supervision, advanced queues
Highlights
- Elastic” scalability (SMEs → large groups)
- Rich application ecosystem
Disadvantages
- High rates on higher planes
- Longer learning curve
Cost
- Depends on the number of users and the package chosen (Essentials, Standard, Premium or Ultimate)
5. Ringover
Features
- Unlimited calls to 110 destinations
- Omnichannel: SMS, WhatsApp, email
- IA summary, integrated coaching
Highlights
- Intuitive French interface
- Responsive customer support
Disadvantages
- Variable quality during peak periods
- Fewer APIs than RingCentral
Cost
- Smart: €21/month/user.
- Business: €44
- Advanced: made-to-measure
6. CloudTalk
Features
- Visual IVR, skills-based routing
- 160 international numbers
- Real-time analytics, call tagging
- 25 + helpdesk & CRM integrations
Highlights
- Clear interface
- Powerful analysis tools, AI starter from $19
Disadvantages
- Occasional peak-time blackouts
- Support can be slow
Cost
- Starter: €25/month/user.
- Essential: €29
- Expert: €49
- Enterprise: on request
Why choose call center software like Kavkom?
- Quality and reliability
- Instant deployment, no hardware required.
- No-obligation rates, adapted to peaks in activity.
- Real-time supervision and out-of-the-box CRM integration.
- French human support for a serene accompaniment.
Tips for reducing costs and optimizing CRM integration
Switching to cloud-based call center software is one of the most effective ways of reducing your fixed costs… provided you make the right choices from the outset.
Reduce costs efficiently
- Choose a hardware-free cloud solution
Avoid up-front investments (servers, switchboards, IP phones) and hidden costs (maintenance, upgrades).
Companies migrating to the cloud have seen a 7-15% reduction in operating expenses. Source : ziwo.io - Adopt a flexible, pay-as-you-go model
Opt for a no-commitment platform with pricing per active user.
You only pay for what you use, and adjust up or down according to your activity peaks. - Eliminate physical maintenance costs
No more need for IT teams to troubleshoot a switchboard: everything is managed remotely.
Optimizing CRM integration
- Use a solution with a native API: connect telephony to CRM (e.g. Kavkom + Salesforce or HubSpot).
- Automatic customer file feedback: every time a call is made, the file is opened without manual intervention.
- Centralized call tracking: history, notes, reminders stored directly in CRM.
- Save time & improve personalization: each agent talks to the customer… already knowing his or her route.
A solution like Kavkom, with its open API and native CRM integration, makes these optimizations accessible from day one.
FAQ – Frequently asked questions
What’s the best telephony software?
The “best” depends on your needs, but good software should offer unlimited calling, recording, CRM integration, real-time supervision and human support. Kavkom stands out for its simplicity, no-commitment packages, quick installation and French-language support, making it an excellent choice for modern call centers.
What’s the difference between a CRM and a contact center?
A CRM (Customer Relationship Management) manages customer data: history, opportunities, exchanges. A contact center manages interactions (calls, emails, chat, etc.). Cloud telephony links the two: it provides agents with CRM information as soon as a call comes in, enabling them to enrich data in real time.
How long does it take to set up and familiarize yourself with call center software?
With a cloud solution like Kavkom, configuration generally takes less than an hour: user creation, CRM integration, setting up routing rules. Getting started is a breeze, thanks to a simple interface and human support at every stage.
Conclusion
Traditional call centers are no longer adapted to the demands for flexibility, productivity and cost control that companies face today. By opting for a cloud solution, you reduce hardware investments, simplify installation, improve CRM integration and gain operational agility.
Platforms like Kavkom make it easy to take this step, with no commitment, dedicated human support and advanced features right from the start: real-time supervision, recordings, power-dialer, international numbers, all connected to your business tools.
In short: modernizing your telephony is not just a technical evolution, it’s a concrete lever for improving service quality, customer satisfaction… and your bottom line. With the right tools, the transition becomes rapid, fluid and profitable.
