When your calling team grows to 10 or 20 people, mobile phones and a shared landline stop being enough. Calls get missed, nobody knows who handled which customer, and you cannot listen to what was said. This is when businesses start looking for cloud IVR or call center software. The good news: you no longer need an expensive hardware setup to run a professional call center.
We have provided Cloud IVR, CRM and call center solutions to Indian businesses since 2011. In this guide we explain the difference between Cloud IVR and call center software, what a 10 to 20 agent team really needs, and how well-known providers compare. We describe other providers only with facts from their official websites and do not quote prices we cannot verify.
Quick answer
- If you mainly need a business number, an IVR menu, call routing to mobiles and call recording, a Cloud IVR is enough.
- If you have 10 to 20 agents working from desks with high inbound and outbound volume, you need call center software with queues, dialers and supervisor monitoring.
- Sukam Apps offers both: Cloud IVR for growing businesses and Sukam CallEngine for full call centers (human agents and AI calling agents working together), with on-site setup in Punjab, Chandigarh, Haryana and Delhi NCR and a dedicated support person.
- Exotel, MyOperator and Knowlarity are other well-known cloud telephony providers in India.
Cloud IVR vs call center software: what is the difference?
Cloud IVR gives you a virtual business number with a welcome message and menu (“press 1 for sales, press 2 for support”), routes calls to your staff’s mobiles or desk phones, and records calls. Everything runs in the cloud. Read more in What is Cloud IVR?
Call center software is built for teams whose main job is calling: agent login, inbound queues, auto and predictive dialing, live call monitoring, barge and whisper, and detailed agent reports. Sukam CallEngine, our call center solution, connects through SIP, PRI, VoIP or GSM gateways and can add AI calling agents that work alongside your human agents.
What a 10 to 20 agent team needs
- Inbound: IVR, call queues, skill-based routing and missed-call callbacks.
- Outbound: auto dialer or campaign dialer so agents don’t dial manually.
- Supervision: live dashboards, call recording, call monitoring and agent-wise reports.
- CRM link: caller history pops up for the agent, and every call is logged against the customer.
- Cost control: pay for what you use, and avoid buying hardware you don’t need.
- Support: a provider who will set it up properly and answer the phone when there is a problem.
Cloud IVR and call center software providers in India (2026)
1. Sukam Apps: Cloud IVR + Sukam CallEngine
This is our own offering. For growing businesses, our Cloud IVR provides a virtual business number, multi-level IVR, call routing to mobiles, call recording, missed-call alerts and caller history inside Sukam Apps CRM. For dedicated calling floors, Sukam CallEngine adds agent queues, dialers, supervisor monitoring and AI calling agents, and connects through SIP, PRI, VoIP or GSM gateways.
- CRM built in: calls, recordings and follow-ups are linked to leads in Sukam Apps CRM, including IndiaMART, TradeIndia and Justdial leads.
- WhatsApp: automatic WhatsApp follow-up after missed or completed calls.
- Service: on-site setup and Hindi/Punjabi training in Punjab, Chandigarh, Haryana and Delhi NCR, online setup across India, and a dedicated support person (no IVR queue for our own clients).
- Since 2011, with 1,500+ clients.
Best for: SMEs and growing call centers, especially in North India, that want calling and CRM from one provider with local support. Details: Cloud IVR Solutions and Call Center Solution.
2. Exotel
Exotel’s documentation lists inbound and outbound calling, IVR menus, call recording and number masking, SMS and WhatsApp Business API, voice and SMS campaigns, cloud contact center operations, a visual call flow builder and smart routing. It integrates with CRM and helpdesk tools such as Zoho, Freshdesk, HubSpot, Salesforce and LeadSquared.
Best for: businesses that want a developer-friendly cloud telephony platform with many integrations.
3. MyOperator
MyOperator’s website lists a call suite with IVR, virtual numbers, dialers, call tracking, call recordings and smart routing, call center features such as barging, whispering and a live call dashboard, the official WhatsApp Business API, and AI voicebots and chatbots. It has Android and iOS apps.
Best for: businesses that want calls and WhatsApp from one cloud provider.
4. Knowlarity
Knowlarity is a long-established Indian cloud telephony company known for IVR and virtual number products such as SuperReceptionist, along with cloud call center solutions.
Best for: businesses looking for an established national cloud telephony brand.
Budget tips for a 10 to 20 agent call center
- Start with what you need today. Many 10-agent teams only need Cloud IVR with routing and recording, not a full predictive dialer.
- Compare total cost, not just per-user price: number rental, call charges, recording storage, dialer add-ons and CRM licences.
- Check the CRM link: a dialer without CRM means agents keep copying data into Excel.
- Ask about setup and training: a poorly configured IVR loses more calls than it saves.
- Consider a SIM-based telecaller app for small outbound teams. See SIM-based auto dialer vs call center.
Frequently Asked Questions
Which cloud IVR solution is best for a growing call center business in India?
For a growing business, the best cloud IVR is one that gives you a virtual number, IVR menu, routing, call recording and a direct link to your CRM, with a provider that sets it up properly. Sukam Apps offers Cloud IVR with Sukam Apps CRM built in and on-site setup in North India; Exotel, MyOperator and Knowlarity are other well-known providers.
What is the best budget-friendly call center software in India for 10 to 20 agents?
Compare total monthly cost (users, numbers, call charges, recording and CRM) and the support you get. Sukam Apps offers Cloud IVR for growing teams and Sukam CallEngine for full call centers, with CRM included and a dedicated support person. Ask each provider for a written quote for your exact agent count.
Do I need SIP or PRI lines for a cloud call center?
Not for Cloud IVR, which runs fully in the cloud. For a full call center with Sukam CallEngine, you can connect SIP, PRI, VoIP or GSM gateways depending on your call volume and setup.
Can AI calling agents replace my human agents?
We recommend using AI calling agents alongside human agents, for example for first response, reminders and simple qualification, while your team handles conversations that need a person.
Can Sukam Apps set up a call center for my team?
Yes. We provide on-site setup and Hindi/Punjabi training in Punjab, Chandigarh, Haryana and Delhi NCR and online setup across India. Call or WhatsApp 9914249191.
Planning a 10 to 20 agent call center? Call 9914249191 or WhatsApp us and we will suggest the right setup for your team.
