The best small business call center software in 2025: Essentials for tight budgets

We’re not saying legacy hardware is bad (okay, maybe a little bit), but it certainly has its limits. It is expensive for IT teams to maintain, prone to outages, and of course, requires all your call center agents to work in the same location. Want to hire more people and get them onboarded quickly (or downsize the team)? Good luck.

The introduction and rise of CCaaS has changed everything. Instead of expensive, inflexible systems that require a ton of IT support, CCaaS allows organizations to offload manual tasks and save on cost. Organizations can set up new contact center environments in minutes, and easily spin resources up and down on demand. Since it’s cloud-based, it’s also easier to integrate with systems like your CRM or ticketing software, without lengthy IT cycles.

Fenway Health discovered how cost-effective and flexible Dialpad is when they switched to a cloud-based contact center platform from their legacy phone system. Now, they've lowered operational costs thanks to Dialpad's all-inclusive pricing (not to mention it's incredibly easy to use—with plenty of hands-on support).