Channels Alternatives

Channels is a tool many have used for good reason. It performs well for outbound campaigns and telesales, with a user-friendly interface and features like call recording. For many teams, it’s a practical choice for managing customer support calls and organizing workflow.

But like any tool, it has limits. Some users report occasional platform stability issues or slow performance. We've identified the best alternatives and analyzed their pros and cons based on G2 reviews to help you shortlist options for a deeper review. Let's get started.

1. 11x: Digital Workers for Your Sales Team

If your sales process could benefit from digital workers, 11x is a platform to consider. It provides autonomous agents designed to handle specific sales tasks, which can supplement your existing team's efforts.

This approach differs from traditional call center software. If your team explores how automation can manage the sales funnel, a review of 11x could offer a new perspective on outbound campaigns.

11x is a unified GTM platform using AI agents to manage sales. Alice finds prospects, handles outreach on email and LinkedIn, and updates your CRM. Julian qualifies inbound leads and books meetings. It replaces separate data enrichment, outreach, and email warmup tools.

Channels Alternatives

The following section breaks down each alternative in detail. We compare pricing, main features, and the advantages and drawbacks of each option relative to Channels.

1) Intercom

Intercom positions itself as an AI customer service company with two primary offerings. The first is Fin, an AI agent that works with any helpdesk to answer questions and resolve customer issues without human intervention.

The second is the Intercom Suite, which combines Fin with a helpdesk product. This package provides a consolidated view of customer service operations and is designed to deliver faster response times and improve agent efficiency.

Intercom's Main Features

• Includes Fin, an AI agent that works with any support helpdesk to answer questions and take action on behalf of agents.
• Resolves customer issues automatically without the need for human intervention.
• Offers the Intercom Suite, which combines the Fin AI agent and a helpdesk into one product.
• Presents a single, consolidated view of customer service operations to improve agent efficiency.

Intercom's Advantages Compared to Channels

Average Review score: 4.5/5 stars based on 3,490 G2 reviews.

• Intercom provides Fin, an AI agent that automatically resolves a high volume of customer queries, which differs from the agent-focused call management in Channels.
• The tool supports communication across multiple channels, including email, live chat, and social media, offering broader customer interaction than the call-centric design of Channels.
• Its AI agent can integrate with other helpdesks like Zendesk and Salesforce, providing more system flexibility compared to a self-contained platform.
• The Intercom Suite offers a combined AI agent and helpdesk, creating a single view of service operations to improve team efficiency.

Intercom's Drawbacks Compared to Channels

• Intercom lacks native outbound calling features for telesales, a core function of Channels. Teams that rely on proactive phone outreach may find Intercom's focus on inbound support channels like chat and email less suitable for their sales workflow.
• The tool does not offer built-in call recording and advanced telephony management found in Channels. This can be a limitation for teams that need to monitor call quality or use detailed call analytics for training and compliance.
• Its pricing model can become complex, with separate charges for resolutions, seats, and add-ons. Compared to Channels, some teams might find Intercom's tiered pricing difficult to predict and manage for their budget.

Pricing and Cost Considerations

Channels offers a free plan and a basic tier for three users at $29 per month. In comparison, Intercom's starter plan is $29 per month per seat, making Channels a more predictable choice for small teams, while Intercom's per-resolution option provides flexibility.

2) Freshdesk

Freshdesk is an AI-powered customer service platform that unifies support channels like email, chat, and voice into a single workspace. The platform uses Freddy AI to let AI agents and human agents work together to resolve issues faster and at scale.

This approach provides automated answers for routine queries and offers intelligent assistance to the support team. It centralizes communications for businesses that want to consolidate support from multiple tools into one platform for automatic inquiry resolution.

Freshdesk's Main Features

• Manages email, chat, social, and voice interactions in one place.
• Provides a branded help center with a knowledge base, FAQs, and community forums.
• Automates ticket assignment based on skills, workload, or customer sentiment.
• Reads incoming tickets, drafts and sends responses, and auto-resolves issues without manual triage.

Freshdesk's Advantages Compared to Channels

Average Review score: 4.4/5 stars based on 3,552 G2 reviews.

• Freshdesk unifies support channels like email, chat, and social media, which provides more ways for customers to get in touch than the call-centric approach of Channels.
• The platform's AI agent reads incoming tickets and can automatically resolve common issues, which differs from Channels, where agents manually handle most interactions.
• It includes a branded help center with a knowledge base and community forums. This allows customers to find answers on their own, a feature not central to the Channels call management system.
• The tool automatically assigns tickets based on agent skills or workload. This offers a more structured routing system for inquiries compared to the general call workflow management in Channels.

Freshdesk's Drawbacks Compared to Channels

• Freshdesk does not have native outbound calling, a core feature in Channels. This difference makes it less ideal for sales teams that rely on proactive phone campaigns for lead generation.
• Some users report that the platform can be difficult to navigate when multiple departments use the system. In contrast, Channels is often noted for its straightforward interface focused on telesales workflows.
• The tool's voice channel is part of a unified system and may not offer the same depth as Channels in specialized telephony features, such as advanced call routing or detailed analytics for sales performance.

Pricing and Cost Considerations

Both Freshdesk and Channels provide a free plan. Channels' basic paid plan costs $29 per month for three users, while Freshdesk's starts at $15 per user, making Channels a more economical choice for small teams. For the most current information, check the detailed pricing on Freshdesk's official website.

3) Zendesk

Zendesk is a cloud-based service platform for customer and employee support. It uses AI agents that combine automation and human agents to resolve inquiries across channels like email, chat, voice, and social media. A Forrester study cites a 286% ROI with a two-month payback.

The platform works out-of-the-box and offers configuration through an open platform and marketplace. Over 100,000 companies use the service.

Zendesk's Main Features

• Uses generative-AI bots to fully resolve or triage requests across channels.
• Provides real-time AI assistance for human agents, including autosuggest, summarization, and tone adjustment.
• Consolidates email, chat, social, and SMS into a single ticketing workspace.
• Offers tools for forecasting, omnichannel scheduling, and intraday re-optimization.

Zendesk's Advantages Compared to Channels

Average Review score: 4.3/5 stars based on 6,256 G2 reviews.

• Zendesk consolidates email, chat, social, and SMS into a single workspace, offering more communication options than the call-focused design of Channels.
• The platform uses generative-AI bots to resolve or triage requests automatically, which differs from the manual agent handling common in Channels.
• It provides access to a marketplace with over 1,200 apps, allowing for more extensive customization compared to the built-in features of Channels.
• The tool includes features for workforce management, such as forecasting and scheduling, which are not central to the telesales workflow of Channels.

Zendesk's Drawbacks Compared to Channels

• Zendesk lacks a dedicated outbound dialer, a core component of the Channels platform. Teams that focus on telesales may find this limits their ability to run proactive campaigns directly from the system.
• Its user interface supports many channels, which can seem complex for teams focused only on telesales. In comparison, Channels provides a more straightforward workflow designed specifically for call-centric tasks.
• The pricing structure is per-agent, which can be more expensive for small teams compared to Channels. For example, Channels offers a plan for three users at a price point similar to a single Zendesk agent.

Pricing and Cost Considerations

Channels offers a free plan and a basic tier for three users at $29 per month. In contrast, Zendesk's entry-level plan is $19 per agent per month, making Channels a more cost-effective option for small teams. For the most current information, check the detailed pricing on Zendesk's official website.

4) Crisp

Crisp is a multichannel platform that unifies customer communications from email, chat, social media, and phone into a shared inbox. The system includes a CRM and allows teams to manage voice calls directly within the application. This provides a central place for all customer interactions and data.

Crisp's Main Features

• Aggregates communications from web chat, email, WhatsApp, and other social channels into a single shared inbox.
• Provides a no-code builder to train and deploy GPT-powered AI agents on various channels.
• Includes a tool to create a branded help center with searchable articles to reduce repetitive customer questions.
• Features a built-in CRM that stores customer data and conversation history for more contextual support.

Crisp's Advantages Compared to Channels

Average Review score: 4.5/5 stars based on 176 G2 reviews.

• Crisp aggregates communications from web chat, email, and social media into a single shared inbox. This offers a more unified view of customer interactions than the call-focused design of Channels.
• The platform includes a no-code builder to deploy AI agents on various channels. This provides automated support, which differs from the manual, agent-led call management in Channels.
• It features a built-in CRM that stores customer data and conversation history. This gives agents more context for support, while Channels often requires a separate CRM for detailed customer tracking.
• The tool allows teams to create a branded help center with searchable articles. This reduces repetitive questions and offers a self-service option not central to the Channels platform.
• The service offers extensive integrations with tools like Slack, Shopify, and Salesforce. This allows for more flexibility in building a tech stack compared to the more self-contained environment of Channels.

Crisp's Drawbacks Compared to Channels

• Crisp does not have a dedicated outbound dialer for proactive sales campaigns. This is different from Channels, which designs its platform around telesales workflows.
• The tool's voice capabilities are part of a unified system. Some teams may find it lacks the specialized call recording and management tools that are central to the Channels platform to monitor sales call quality.
• For teams that only need telesales functions, the platform's multichannel interface might seem complex. Channels, in comparison, offers a more direct workflow specifically for call-based tasks.

Pricing and Cost Considerations

Both Crisp and Channels offer a free plan. Channels' basic paid plan is $29 per month for three users, while Crisp's starts at $45 per month, making Channels a more economical choice for small teams needing basic paid features.

5) Zoho Desk

Zoho Desk is a context-aware help desk platform that combines customer interactions from email, chat, and phone. The system includes cloud telephony to make and receive calls directly within the software. This function logs calls as tickets and allows teams to monitor call information, which supports a phone-centric workflow.

Zoho Desk's Main Features

• Uses Zia, an AI agent, for autonomous ticket handling, sentiment analysis, and reply suggestions.
• Unifies support channels like email, live chat, social media, and phone calls into a single console.
• Provides a self-service knowledge base and guided conversation bots to help customers find answers.
• Includes a manager app, Radar, for real-time monitoring of team performance and customer happiness ratings.

Zoho Desk's Advantages Compared to Channels

Average Review score: 4.4/5 stars based on 6,639 G2 reviews.

• Zoho Desk unifies support channels like email, live chat, and social media into a single console. This offers more ways for customers to connect compared to the call-focused design of Channels.
• The platform uses Zia, an AI agent, for autonomous ticket handling and reply suggestions. This is different from Channels, where agents manage most interactions manually.
• It provides a self-service knowledge base that allows customers to find their own answers. This feature helps reduce agent workload, an option not available in the Channels platform.
• The tool includes a manager app, Radar, for real-time monitoring of team performance and customer ratings. This offers a broader operational overview than the call-specific analytics in Channels.

Zoho Desk's Drawbacks Compared to Channels

• Zoho Desk does not offer a dedicated outbound dialer, a primary feature in Channels. This makes it less suitable for sales teams that depend on proactive phone campaigns for lead generation and outreach.
• Some users report the platform has a steep learning curve due to its many features. In contrast, Channels provides a more direct interface designed specifically for telesales workflows, which can be easier for new agents to adopt.
• The tool's telephony is part of a broader help desk system. It may not provide the same level of specialized call management and analytics for sales performance monitoring that is central to the Channels platform.

Pricing and Cost Considerations

Both Zoho Desk and Channels provide a free plan. Channels offers a basic paid plan at $29 per month for three users, whereas Zoho Desk's paid tiers begin at $7 per agent per month. This makes Zoho Desk's entry-level paid plan a more budget-friendly option for a three-person team.

A Final Recommendation: 11x

For teams interested in digital workers for sales, 11x offers a different approach. The platform provides autonomous agents to handle specific sales tasks. This can support your existing team and manage parts of the sales funnel. A review of 11x may offer a new perspective.

With 11x, AI agents can run your sales playbook. Alice finds accounts and handles outreach, while Julian qualifies leads and books meetings. The platform replaces separate tools for data enrichment and email warmup, consolidating your GTM stack.

See how it works and Book a Demo.

6) LiveAgent

LiveAgent is a help desk solution that unifies communication channels like email, chat, and social media into a shared inbox. The platform includes a call center to manage inbound and outbound calls directly within the system, which supports phone-centric workflows.

This design allows teams to handle customer support and sales interactions from a single interface. The system logs call details, a function that aids both inbound customer service and outbound sales campaigns.

LiveAgent's Main Features

• Consolidates communications from email, chat, social media, and WhatsApp into a single inbox with automation rules and collision detection.
• Provides a live chat widget with real-time visitor monitoring and proactive chat invitations.
• Includes a built-in call center with VoIP support, unlimited call recordings, and interactive voice response (IVR) trees.
• Features a knowledge base and customer portal for self-service articles, community forums, and FAQs.

LiveAgent's Advantages Compared to Channels

Average Review score: 4.5/5 stars based on 1,514 G2 reviews.

• LiveAgent unifies communications from email, chat, and social media into a shared inbox. This provides a broader range of customer contact options compared to the call-focused system of Channels.
• The platform includes a live chat widget with proactive invitations for website visitors. This offers a real-time engagement method that is not a part of the Channels platform.
• It offers a self-service knowledge base where customers can find answers independently. This feature helps reduce inbound call volume, a different approach from the agent-led model in Channels.
• The tool provides interactive voice response (IVR) trees for automated call routing. This gives teams more control over inbound call flows than the standard call management in Channels.

LiveAgent's Drawbacks Compared to Channels

• LiveAgent's outbound calling is part of a larger help desk system. This may not be ideal for teams that need a dedicated telesales dialer, which is a core component of the Channels platform.
• The platform supports many communication channels. For teams that only focus on phone sales, the interface can sometimes feel complex compared to the straightforward, call-centric design of Channels.
• Its call management tools are part of a unified system. As a result, they may not offer the same depth for monitoring sales performance as the specialized analytics found in Channels.

Pricing and Cost Considerations

Channels offers a basic plan for three users at $29 per month, while LiveAgent's paid plans start at $15 per agent per month. This makes Channels a more economical choice for a three-person team. For the most current information, check the detailed pricing on LiveAgent's official website.

7) Tidio

Tidio is a customer experience platform that engages website visitors with AI chatbots and live chat. It unifies messages from various channels into one dashboard for sales and support teams. The platform provides tools to automate conversations and convert visitors into customers.

While the platform focuses on text-based engagement, it does not offer a native phone dialer. This is an important consideration for teams that depend on voice communication for their workflow.

Tidio's Main Features

• Uses the Lyro AI agent, a generative-AI chatbot that learns from FAQs to resolve up to 67% of customer questions across 12 languages.
• Provides a no-code workflow designer, Flows, to build automations for lead capture, self-service FAQs, and sales funnels.
• Unifies communications from live chat, email, support forms, Facebook Messenger, and Instagram into a single dashboard.
• Offers a real-time web chat widget with proactive messaging and customizable branding to engage website visitors.

Tidio's Advantages Compared to Channels

Average Review score: 4.7/5 stars based on 1,754 G2 reviews.

• Tidio uses its Lyro AI agent to automatically resolve up to 70% of customer questions, which differs from the manual, agent-led interactions in Channels.
• The platform provides a no-code builder, Flows, to create automations for lead capture and sales funnels, offering more automated workflow options than the call-centric design of Channels.
• It unifies communications from live chat, email, and social media into a single dashboard, providing more contact points for customers compared to the phone-focused system of Channels.
• The tool offers a real-time web chat widget with proactive messaging to engage website visitors, a text-based feature not available in the Channels platform.

Tidio's Drawbacks Compared to Channels

• Tidio does not offer a native outbound dialer, which is a primary feature in Channels. This makes the platform less suitable for sales teams that rely on proactive phone campaigns for lead generation.
• The platform focuses on text-based communication and lacks specialized call management tools like call recording. For teams that need to review calls for quality assurance, this can be a significant difference compared to Channels.
• Some teams that only require phone sales functions might find the multichannel interface complex. Channels, in contrast, offers a more straightforward workflow designed specifically for call-based tasks.

Pricing and Cost Considerations

Both Tidio and Channels offer a free plan. Channels' basic paid plan is $29 per month for three users, while Tidio's Starter plan begins at $24.17 per month, making Channels a more predictable choice for a small team. For the most current information, check the detailed pricing on Tidio's official website.

8) HelpScout

HelpScout is a customer communication platform for small businesses, with a shared inbox for email and live chat. It includes a knowledge base and customer data tools to support interactions. The platform does not have a native phone dialer.

Instead, it connects with third-party VoIP applications to add voice capabilities. This approach lets teams integrate phone support into a workflow that also manages other communication channels.

HelpScout's Main Features

• Offers a shared inbox to manage customer conversations from email and live chat in one platform.
• Includes a knowledge base builder to create help centers with searchable articles for customer self-service.
• Provides tools for user, role, and access management to define team permissions and workflows.
• Features ticket and case management to organize and track all support requests.

HelpScout's Advantages Compared to Channels

Average Review score: 4.4/5 stars based on 409 G2 reviews.

• HelpScout provides a shared inbox that unifies email and live chat conversations. This offers more communication channels compared to the phone-centric design of Channels.
• The platform includes a knowledge base builder to create self-service help centers. This feature helps customers find answers independently, an option not present in the Channels system.
• Its ticket and case management tools help organize and track all support requests in one place. This provides a more structured system to handle inquiries than the call-based workflow in Channels.
• The tool offers user, role, and access management to define team permissions. This allows for more detailed workflow control compared to the general call management structure in Channels.

HelpScout's Drawbacks Compared to Channels

• HelpScout lacks a native outbound dialer, a primary tool in Channels. This difference can be a drawback for sales teams that rely on proactive phone campaigns, as they must integrate a separate application for outreach.
• The platform's voice capabilities rely on third-party integrations. Compared to the built-in system in Channels, this can mean less detailed call analytics and recording features, which are often used for sales performance reviews.
• For teams that only need telesales functions, the tool's focus on email and chat might add unnecessary complexity. Channels offers a more direct workflow for call-based tasks, which can be simpler for agents to learn.

Pricing and Cost Considerations

Both HelpScout and Channels offer a free plan. Channels' basic paid plan is $29 per month for three users, while HelpScout's Standard plan is $50 per month, making Channels a more economical choice for small teams. For the most current information, visit HelpScout's website.

9) Talkdesk

Talkdesk is a cloud contact center platform that uses AI for customer service and sales. It provides tools for omnichannel engagement, workforce management, and analytics. The system is designed for enterprise-level operations that require a scalable and integrated solution for customer interactions.

Talkdesk's Main Features

• Features an AI-powered platform with a virtual agent, agent assist, and speech analytics.
• Unifies customer interactions from voice, digital, and social channels into a single workspace.
• Includes workforce management tools to schedule, forecast, and manage quality.
• Provides real-time dashboards and historical reports for performance analysis.

Talkdesk's Advantages Compared to Channels

• Talkdesk is an enterprise-grade platform with advanced AI and analytics that offers more scalability than the small-team focus of Channels.
• The system includes comprehensive workforce management tools to schedule and forecast, features not central to the Channels platform.
• It unifies voice, digital, and social channels into a single workspace. This offers a broader range of customer contact options than the call-centric design of Channels.
• Its AI capabilities, like agent assist and speech analytics, give deeper operational insights compared to the standard call management in Channels.

Talkdesk's Drawbacks Compared to Channels

• The platform's extensive features can introduce complexity for teams that only need basic telesales functions. Channels, in contrast, has a more direct user experience for call-centric work.
• Talkdesk's price structure is for enterprise use and can be much higher than Channels. This may make it a less suitable option for small businesses or teams with limited budgets.
• It includes outbound capabilities, but its primary design is a comprehensive contact center. Teams focused on high-volume outbound work might find the specialized dialer in Channels more aligned with their workflow.

Pricing and Cost Considerations

Channels has a free plan and a basic tier for three users at $29 per month. Talkdesk's pricing is typically higher and geared toward larger teams and enterprises, often with a custom quote. This makes Channels a more accessible start for small teams.

Talkdesk is a cloud contact center platform for customer service and sales. It uses AI and provides tools for omnichannel engagement, workforce management, and analytics. The system targets enterprise-level operations that need a scalable, integrated solution for all customer interactions, including voice.

Talkdesk's Main Features

• Supports voice and email channels for communication.
• Routes and queues sessions and allows for concurrent calling.
• Provides session summary notes, administrator access, and reporting dashboards.

Talkdesk's Advantages Compared to Channels

Average Review score: 4.4/5 stars based on 2,431 G2 reviews.

• Talkdesk provides AI tools like speech analytics and agent assistance. This offers more in-depth operational data than the standard call management features in Channels.
• It includes workforce management tools for scheduling and quality control. These features are designed for larger teams and are not a core part of the Channels platform.
• The platform unifies customer interactions from voice, digital, and social sources into one workspace. This gives more contact options compared to the call-focused design of Channels.
• As an enterprise-grade platform, it offers more scalability for growing operations. Channels, in comparison, is built primarily for the needs of smaller teams.

Talkdesk's Drawbacks Compared To Channels

• Talkdesk offers many features for large contact centers. This sometimes complicates the workflow for teams that only require a simple outbound dialer, a function where Channels has a more direct interface.
• The tool's pricing structure is for enterprise clients and can be a considerable cost for small businesses. In comparison, Channels provides a more accessible starting price for small teams.
• Its outbound calling is a feature within a broad system. Teams that need a dedicated tool for high-volume telesales might prefer the specialized design of the Channels platform.

Pricing and Cost Considerations

Channels offers a free plan and a basic tier for three users at $29 per month, while Talkdesk's pricing starts at $85 per user per month. This positions Channels as a more accessible option for small teams, whereas Talkdesk is priced for enterprise use.

10) Aircall

Aircall is a cloud-based phone system for sales and support teams. The platform provides voice communication that integrates with CRM and helpdesk software, which allows teams to manage calls within their existing workflows.

It includes features for call management and team collaboration. The design supports businesses that need a flexible phone solution to work alongside other applications.

Aircall's Main Features

• Provides a power dialer to automate outbound calling for sales and support teams.
• Integrates with over 100 business applications and offers bi-directional data syncing.
• Includes live call coaching features for agent training and quality monitoring.
• Unifies voice, SMS, WhatsApp, and social media into a single communications platform.

Aircall's Advantages Compared to Channels

Average Review score: 4.4/5 stars based on 1,314 G2 reviews.

• Aircall connects with over 100 business applications, including CRMs and helpdesks. This allows for bi-directional data syncing, which offers more integration flexibility than Channels.
• The platform includes live call coaching features for agent training. This lets managers provide real-time feedback during calls, an option not available in Channels.
• Its power dialer automates the process of making outbound calls. This helps sales teams work through contact lists more quickly compared to the standard dialing in Channels.
• The system unifies voice, SMS, and WhatsApp into a single platform. This provides more ways to communicate with customers than the primarily voice-focused design of Channels.

Aircall's Drawbacks Compared to Channels

• Aircall's pricing model requires a three-user minimum at a per-user rate. This makes it a more significant investment for small teams compared to Channels, which offers a single plan for three users at a lower flat fee.
• The platform combines multiple communication types, including SMS and social media. For teams that only need basic outbound calling, this unified system can be more complex than the straightforward, call-centric interface of Channels.
• Some users find they need to switch between tabs to check missed calls and messages. This workflow can be less direct for agents than the more integrated view provided by a dedicated telesales tool like Channels.

Pricing and Cost Considerations

Channels offers a free plan and a basic tier for three users at $29 per month. In contrast, Aircall's entry-level plan is $30 per user per month with a three-user minimum, resulting in a starting cost of $90 per month. This makes Channels a more economical choice for small teams.

Which One Should You Go With?

Choosing a Channels alternative depends on your team's specific needs, budget, and existing tech stack. This guide reviewed several options to help you evaluate which platform best fits your operational requirements.

For teams considering a different approach, 11x provides autonomous AI agents to manage sales tasks like prospecting and outreach. This can supplement your team's efforts and consolidate your GTM stack by replacing separate tools for data and outreach.