Senior Software Engineer

Aircall, Intermedia, NICE CXone & Zoom are the best AI call center software solutions in 2026. A lot of companies call me asking who the best call center software solutions are - and honestly, I usually avoid that question because it depends so much on your specific requirements. But today I'm giving in. In this video, I share the four call center software solutions my customers are purchasing most often in 2026 and exactly why they keep winning. Want a demo and quote on any of these vendors? Ask me today. About me. Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks. Transcript. If you'd like a quote or a demo on any of the vendors I'm talking about today, don't call them directly - reach out to me. I can get you better pricing, a better salesperson to work with, and a great demo. I'll answer all of your technical questions and I won't charge your company a dime. The service providers pay my broker fee. I've been a broker for all of the major cloud call center software solutions out there for over 20 years, so I know the industry inside and out. Send me an email or give me a call at 714.593.0011. Join the thousands of other companies who have used me to help their company make a better decision in a fraction of the time. Also don't forget to subscribe to the YouTube channel and go check out AeroComInc.com - you can browse reviews, see rankings, filter call center software providers by feature availability, and watch videos on providers. How I Put This List Together Here is how this typically works. Companies reach out to me for recommendations on the best call center software solutions to quote. Based on their requirements, I recommend three to four solutions, arrange demos, answer technical questions, get them quotes, and sometimes walk them through a proof of concept. They choose a solution and purchase it directly from the vendor. Today I am telling you which vendors get purchased most often in 2026 and why. I am listing them alphabetically so there is no implied preference - the first one listed is not my favorite, it is just first alphabetically. And keep in mind, your company's specific requirements always drive the final recommendation. There are outliers. But these are the four solutions my customers are choosing most often right now. 1. Aircall Aircall has a great user experience and is built on Twilio. One of the standout things about Aircall is that their phone system and their call center software run on a single unified platform. Your call center agents and your regular phone system users are all on the same app - they can see each other's presence, instant message back and forth, and operate seamlessly on one platform. Easy on the eyes, easy to use, and easy to administer. Best HubSpot Integration in the Market If your company uses HubSpot as your CRM, Aircall should be on your shortlist. They have the best HubSpot integration in the marketplace as far as I can tell. For companies running HubSpot, that alone is a reason to take a serious look. Mobile Number Provisioning Aircall also has a unique feature I have not heard other providers offer - the ability to provision phone numbers tagged as mobile numbers on caller ID. You can port existing mobile numbers over or add new ones tagged as mobile. One of my customers loved this feature because their sales team was making outbound calls and customers were far more likely to pick up for a mobile number than a business line. Aircall solved that problem while keeping everything inside the company's phone system so management could track and monitor all calls. 2. Intermedia Like Aircall, Intermedia runs their phone system and call center software on a single unified platform. Regular phone system users and call center agents are on the same app. Their user experience and admin experience are both very strong, and their AI is solid - an agentic AI agent powered by a large language model that can answer calls and handle customer interactions. It may not be quite as cutting edge as some competitors, but for companies that are not using any AI today, it is more than enough. Teams Integration for Both Phone System and Call Center What makes Intermedia stand out is their Microsoft Teams integration. Most providers can embed their phone system inside Teams - but Intermedia can embed both their phone system and their call center software inside Teams. If your company lives in Teams every day, that is a meaningful advantage. Month to Month Pricing With Waived Implementation The most unique thing about Intermedia in this space is their pricing model. Month to month is the only way they sell - their philosophy is that they want to earn your business every single month. They have so much confidence in their solution that they do not require contracts. On top of that, they waive all call center software installation fees, provide white glove implementation, and include full training - all on a month to month agreement. For call centers that scale up and scale down regularly, that flexibility is extremely rare and extremely valuable. Most vendors require long term contracts to unlock max discounts. Intermedia gives you max discounts on month to month. 3. NICE CXone NICE CXone is one of the big players - a high end contact center software solution built for large call centers with hundreds or thousands of agents that need deep feature functionality. When I am quoting the enterprise tier solutions alongside Genesys, Five9, and Talkdesk, NICE CXone is winning a lot of business right now. The platform is very user friendly, easy on the eyes, and surprisingly intuitive to administer given how feature rich it is. Phone System on a Separate Platform One thing worth noting - NICE CXone is a contact center only platform. They can provide phone system software as well, but it runs on 3CX, a separate platform. At around $5 per user per month it is very inexpensive, but it is not best-of-breed. If your company barely uses the phone system outside of the call center, that may not matter. But unlike the first two providers, the phone system and contact center are on separate platforms that do not fully see one another. Deep Features for Large Call Centers Where NICE CXone stands out is in the depth of their feature set. Gamification for agents, workforce management tools for scheduling across shifts and seasons, screen recording with agent activity analytics, deep customization, bring your own carrier for SIP trunking, concurrent agent pricing, expansive CRM and ERP integrations, and certifications across the board for compliance requirements. They also have a strong Microsoft Teams integration. NICE CXone has been around longer than almost any other cloud contact center software provider and they have built a feature set to match. 4. Zoom Phone Zoom Phone rounds out the list and like Aircall and Intermedia, their phone system and contact center software run on a single unified platform. Regular phone system users and call center agents are on the same app. Great user experience, strong AI investment, and deep integrations with all the major CRMs - Salesforce, HubSpot, NetSuite, and more - out of the box. Best Video Integration in the Market Zoom's specialty is video and that carries over into their contact center product. If your company has technicians in the field who need to call into the contact center and show an agent what they are seeing, agents can switch from a regular call to a high quality video call seamlessly. No other provider does video at the level Zoom does. Strong AI and a Great Phone System Product Zoom is investing heavily in AI - an agentic AI solution powered by a large language model that can answer calls and handle customer interactions at a high level, and they are expanding it fast. The other reason Zoom wins so much contact center business is their phone system product. A lot of companies have 100, 200, 300, or 500 phone system users and a smaller call center with 20 to 50 agents. In that scenario Zoom wins consistently because they have one of the best phone system products in the market matched with a very capable call center software solution on the same platform. Want a Demo and Quote on Any of These Vendors? Those are my top four call center software solutions for 2026 - Aircall, Intermedia, NICE CXone, and Zoom Phone. There are obviously other vendors out there doing good work, and if you want my five, six, and seven, you are going to have to call me. Send me an email or give me a call at 714.593.0011. Do not call these vendors directly - contact me. I will get you better pricing, a better demo, and a better salesperson to work with. I might also recommend another vendor not on this list that could be an even better fit for your specific requirements. And I do not charge your company anything - the service providers pay my broker fee. Join the thousands of other companies who have used me to help their company make a better decision in a fraction of the time. Don't forget to subscribe to the YouTube channel and check out AeroComInc.com. Thanks for watching - I'll catch you on the next one.

NiCE reported second-quarter 2026 revenue of $782 million, up 8% year over year, and adjusted earnings per share of $2.70, exceeding guidance. Cloud revenue rose 12.6% to $609 million, representing 78% of total revenue. AI and customer experience annual recurring revenue climbed 52% to $362 million. The company recorded quarterly records for cloud annual contract value bookings and AI bookings. Cloud backlog grew 19% year over year, whilst AI backlog increased 72%. Major wins included a nine-digit total contract value deal with HMRC and a contract with a US healthcare organisation. NiCE maintained its 2026 revenue guidance of $3.17 billion to $3.19 billion but raised its adjusted EPS forecast to $11.06-$11.26.