What Is Hipcall?
So, what is Hipcall? Hipcall is a cloud communication platform that bundles seven products into a single workspace: business phone system, call centre, SMS, WhatsApp, live chat, sales management, and customer service. One login, one bill, one place where every customer conversation lives.
The pitch is simple: most sales and support teams run their operations across half a dozen disconnected tools. A VoIP provider for calls, a separate helpdesk for tickets, a standalone CRM for deals, maybe Slack or WhatsApp for messaging, and a live chat widget bolted on top. Each tool has its own login, its own billing cycle, and its own version of the customer record. When a customer calls about a ticket they raised over chat last week, nobody has the full picture.
Hipcall exists to collapse that stack into one platform. Every channel feeds into the same contact record. An agent handling a phone call can see the customer’s open tickets, recent chat messages, WhatsApp history, and deal status — all without switching tabs.
The company is headquartered in London with an engineering office in Denizli, Turkey. It serves over 3,200 companies across 50+ countries, with local phone numbers available in all of them.
The Seven Products
Now that we’ve covered what is Hipcall at a high level, let’s look at the seven products. They aren’t separate tools sharing a logo — they’re built on the same backend, share the same contact database, and pass context between each other automatically.
Business Phone System
The business phone system is the foundation. It’s cloud VoIP — no desk phones or PBX hardware required, though you can connect SIP devices if you want them. Calls run through a WebRTC softphone in the browser or through mobile apps on iOS and Android.
The system includes IVR menus (the “press 1 for billing” flows), intelligent call routing, call recording, voicemail with custom greetings, conference calling, ring groups, and business hours rules. You can get local numbers in over 50 countries, so a team in London can present a Berlin number to German customers while a colleague in Istanbul handles calls on a local Turkish line.
What separates this from a basic VoIP provider is the routing intelligence. Calls can be routed based on the caller’s contact record, their previous interactions, time of day, agent availability, or custom rules you define. A returning customer with an open support ticket can skip the menu entirely and land on the agent already handling their case.
Call Centre Software
The call centre software adds the operational layer that teams with more than a handful of agents need. Call queues with configurable distribution strategies — round-robin, skills-based, longest-idle, priority-based. Real-time dashboards showing queue depth, wait times, and agent status. A wallboard view for TV screens in the office.
For managers, there’s call coaching: listen to a live call silently, whisper advice that only the agent hears, or barge in and join the conversation. Quality assurance scorecards let you rate calls against criteria you define. Post-call surveys measure customer satisfaction immediately after each interaction.
Outbound teams get a power dialer for campaigns — upload a list, let the system dial, and connect agents only when someone answers. After-call work timers give agents a defined window to wrap up notes before the next call drops in.
Business SMS
The SMS module handles two-way business texting. Send and receive text messages from your business number, use templates for common replies, and automate messages through workflows. SMS conversations appear in the same inbox as calls and chat, so agents see the full thread regardless of which channel the customer used.
WhatsApp Business
WhatsApp Business integration gives your team a shared inbox for WhatsApp messages. Instead of one person managing the company WhatsApp from their personal phone, conversations are distributed to agents just like calls or chat. You can send text, images, documents, audio, and video. Message templates handle the common responses, and insight cards show customer context alongside every conversation.
Live Chat
The live chat widget sits on your website and routes conversations to available agents in real time. Smart routing sends chats to the right team based on the page the visitor is on, their language, or rules you configure. Canned responses speed up replies for frequent questions.
Like every other channel in Hipcall, chat conversations become part of the customer’s unified history. An agent who picks up a phone call from a customer who chatted yesterday can see exactly what was discussed.
Sales Management
Sales management provides pipeline tracking with Kanban boards, deal management with values and stages, and task assignment linked to contacts and deals. Agent performance reports show who’s closing and where deals stall.
The difference from a standalone CRM is context. When a sales rep opens a deal, they see every call recording, every chat transcript, every SMS, every ticket — not just the notes someone remembered to type into a contact field. The communication history is automatic because it all happens inside the same platform.
Customer Service
The customer service module is a ticketing system. Calls, emails, chats, and messages become tickets that can be assigned, prioritised, and tracked against SLAs. A built-in knowledge base lets you create self-service articles so customers can find answers without contacting support.
SLA tracking measures response times and resolution times against the targets you set, with escalation rules that trigger when a ticket is about to breach.
Who Hipcall Is Built For
Hipcall is designed for sales and support teams — specifically, businesses where customer conversations happen across multiple channels and nobody wants to manage six different subscriptions to handle them.
The sweet spot is teams of 5 to 200 agents. Small enough that an enterprise-grade Avaya or Genesys deployment would be overkill, but large enough that duct-taping together Twilio, Zendesk, HubSpot, and a WhatsApp integration creates real pain.
The platform serves 26 industry sectors, from finance and insurance to e-commerce, healthcare, logistics, and education. The common thread isn’t the industry — it’s the operational pattern: teams that handle significant call volume alongside chat, messaging, and ticket workflows, and want all of it in one place.
If your team spends more time switching between tabs than talking to customers, that’s exactly what is Hipcall designed to fix.
What Makes It Different
The communication platform market isn’t short of options. The question is always: why consolidate into one platform instead of picking the best tool for each job?
Shared context across channels. When a customer calls, the agent sees their WhatsApp messages, chat history, open tickets, and deal stage. There’s no “can you give me your reference number again?” because the system already knows who’s calling and what they’ve been dealing with. This context travels automatically — no integration middleware, no Zapier workflows, no syncing delays.
One set of reports. Instead of exporting CSVs from five different dashboards and trying to reconcile them in a spreadsheet, Hipcall gives you unified analytics. Call volumes, chat response times, ticket resolution rates, sales pipeline velocity — all in the same reporting suite, all using the same contact records.
Simpler administration. One user directory. One permission system. One billing invoice. When you onboard a new agent, you create one account and they have access to phone, chat, tickets, and CRM. No per-tool seat management, no SSO configuration across five different SaaS apps.
Lower total cost. A mid-size support team paying separately for VoIP, helpdesk, live chat, CRM, and WhatsApp tools typically spends more per agent than Hipcall’s all-in-one price — before accounting for the integration and admin overhead.
The trade-off is specialisation. A dedicated CRM like Salesforce will have deeper customisation. A dedicated helpdesk like Zendesk will have more ticket automation rules. Hipcall isn’t trying to out-feature any single category leader. It’s betting that for most teams, having everything connected and working together matters more than having the deepest feature set in any one area.
How Pricing Works
Hipcall offers two plans:
Essentials starts at $29 per user per month. It covers the core phone system — IVR, call routing, recording, voicemail, extensions — plus the communication channels (SMS, WhatsApp, live chat) and basic CRM and ticketing. For teams that need reliable multi-channel communication without the advanced call centre features, this is the entry point.
Professional is $49 per user per month and adds the operational tools: smart IVR with advanced routing, call coaching (listen, whisper, barge), real-time dashboards and wallboards, quality assurance scorecards, SLA measurement, power dialer campaigns, and the full API with webhooks and integration marketplace.
Both plans require a minimum of three users. Annual billing is available. There are no setup fees, no hidden charges, and no per-minute call bundling tricks.
The 14-day free trial gives you the full Professional feature set with no credit card required. You can port your existing numbers or start with new ones, invite your team, and run real workflows before committing.
For current pricing in your currency, check the pricing page.
Getting Started
Setting up Hipcall takes about 15 minutes. No hardware to install, no IT department required.
- Sign up for the free trial. No credit card needed.
- Choose your numbers. Pick local numbers in any of the 50+ supported countries, or port your existing numbers.
- Invite your team. Add agents, assign roles and permissions, organise into teams.
- Configure your call flow. Build your IVR menus and routing rules using the visual call flow designer. Set business hours, holiday schedules, and overflow rules.
- Turn on your channels. Enable SMS, connect WhatsApp Business, drop the live chat widget onto your website.
- Start taking calls. Agents can use the browser-based softphone, the desktop app, or the mobile apps for iOS and Android.
The learning curve is gentle. If you’ve used any modern SaaS tool, the interface will feel familiar. For teams migrating from another platform, number porting typically takes a few business days depending on the carrier.
When Hipcall Isn’t the Right Fit
No platform is right for everyone. Hipcall probably isn’t for you if:
You only need email marketing or marketing automation. Hipcall handles communication after someone becomes a lead or customer. It’s not a Mailchimp or HubSpot Marketing Hub replacement.
You need a CRM with deep customisation. If your sales process requires hundreds of custom fields, complex workflow automation, or integrations with dozens of vertical-specific tools, a dedicated CRM like Salesforce or HubSpot CRM will serve you better. Hipcall’s sales module covers the fundamentals — pipelines, deals, tasks, contact history — but it’s built for communication-first teams, not CRM-first organisations.
You’re running a 1,000+ seat contact centre that needs on-premise deployment. Hipcall is cloud-native. It scales well for teams up to a few hundred agents, but if you need on-premise infrastructure, carrier-grade redundancy certifications, or heavily customised integrations with legacy systems, enterprise platforms like Genesys or Avaya are built for that.
You don’t handle voice calls. If your customer communication is entirely email and social media with no phone component, you’re paying for a phone system you won’t use. A dedicated helpdesk would be more focused.
Being honest about where Hipcall fits — and where it doesn’t — saves everyone time. In short, what is Hipcall? It’s a single place for every customer conversation, with shared context and unified reporting. If that’s the problem you’re solving, it’s worth the 14-day trial to see if it fits.
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