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Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows organizations to utilize a provider’s software to administer incoming support, or inquiries from consumers in a hosted, subscription model.

Data Quadrant report cover

The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions.

These include:

  • User Satisfaction Rankings
  • Business Value Scores
  • Vendor Capability Comparisons
  • Product Feature Evaluations
Emotional Footprint report cover

The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions.

These include:

  • Strategy and Innovation
  • Service Experience
  • Conflict Resolution
  • Product Impact
  • Negotiation and Contract

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Next Award: April 2021

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Contact Center as a Service (CCaaS) Data Quadrant Awards

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Latest Award: October 2020

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See the most recent winners of our SoftwareReviews Emotional Footprint Awards. View our Champions and compare top vendors using our free downloadable reports.

Latest Research

28
Oct

Author: Thomas Randall (Info-Tech)

On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.

Contact Center as a Service (CCaaS) Products

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Data QuadrantReport

A thorough evaluation and ranking of all software to compare software across every dimension.

Data Quadrant Report report

Emotional FootprintReport

A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Report report
Badge Winner
Badge Winner

Genesys

Genesys Cloud

Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Provide exceptional experiences for employees and customers and reap the benefits of speedy deployments, reduced complexity and simple administration — transforming your contact center into an experience center.

8.1

Composite Score

8.2

CX Score

+79

Emotional Footprint

86%

Likeliness to Recommend

30

Reviews

Badge Winner
Badge Winner

Five9

Five9 Virtual Contact Center

Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM.

8.1

Composite Score

8.4

CX Score

+89

Emotional Footprint

80%

Likeliness to Recommend

18

Reviews

Badge Winner

Twilio

Twilio Flex

Flex delivers what you need to run an enterprise contact center out-of-the-box. Deploy and customize discrete components to match your exact business needs without deciding between build or buy.

7.9

Composite Score

7.8

CX Score

+82

Emotional Footprint

78%

Likeliness to Recommend

13

Reviews

Badge Winner

Avaya

Avaya OneCloud

Avaya provides the most complete portfolio of software and services for multi-touch contact center and unified communications offered on premises, in the cloud, or a hybrid. Today’s digital world centers on communications enablement, and no other company is better positioned to do this than Avaya.

7.7

Composite Score

8.0

CX Score

+80

Emotional Footprint

77%

Likeliness to Recommend

27

Reviews

Cisco Systems

Cisco Webex Contact Center

Unified Contact Center Enterprise helps you provide contextual, continuous, and high-capability experiences. Fault tolerance helps ensure uninterrupted operation. Comprehensive reporting gives you the business intelligence you need to optimize your contact center.

7.7

Composite Score

7.9

CX Score

+79

Emotional Footprint

78%

Likeliness to Recommend

124

Reviews

Zendesk

Zendesk Talk

Even in the age of emails, texts, and DMs, sometimes a problem is best solved by talking to a real human. Zendesk Talk connects a voice channel into Zendesk’s omnichannel solution—allowing agents to easily pick up the conversation from any channel and resolve complex issues faster. Businesses of all sizes can quickly deploy a voice solution tailored to their needs and easily adapt as their customer needs evolve.

7.7

Composite Score

7.8

CX Score

+77

Emotional Footprint

75%

Likeliness to Recommend

18

Reviews

Vonage

Vonage Contact Center

Transform communications inside and outside your organization with Vonage contact centers. For companies using Salesforce, our Salesforce contact center solution (formerly NewVoiceMedia) provides full integration for great customer and agent experiences. We've also got other cloud contact center options for any business size or need.

7.5

Composite Score

7.9

CX Score

+85

Emotional Footprint

70%

Likeliness to Recommend

10

Reviews

Evolve IP, LLC.

Evolve IP CCaaS

Provide a ‘WOW!’ customer experience with Evolve IP’s omnichannel contact center solution. Our integrated communications and contact center platform will be Purpose-Built® for your business with all of the features you need to run a world-class call center!

7.1

Composite Score

7.2

CX Score

+73

Emotional Footprint

64%

Likeliness to Recommend

16

Reviews

Aspect Software Inc

Aspect Cloud Contact Center

Aspect's cloud contact center and workforce optimization solutions simplify and enhance the customer and agent experience. The contact center suite applications support both automated and live inbound and outbound communications across voice, SMS, email, chat, and mobile interactions. The workforce optimization suite applications support both workforce productivity and employee engagement strategies with best of breed workforce, performance, and quality management solutions.

7.0

Composite Score

7.2

CX Score

+73

Emotional Footprint

63%

Likeliness to Recommend

26

Reviews

Talkdesk

Talkdesk CX Cloud

With enterprise-class performance and consumer-like experience, Talkdesk allows you to adapt your contact center to the evolving needs of your customers and teams, resulting in increased productivity, customer satisfaction and cost savings.

6.3

Composite Score

6.0

CX Score

+51

Emotional Footprint

62%

Likeliness to Recommend

25

Reviews

Computer Talk Technology Inc.

ice Contact Center​

Save time by efficiently handling different methods of communication on one platform including voice, email, web chat, IM, SMS, video, and social media. Users no longer have to manage inquiries from different channels on multiple pieces of software. More importantly, customers can contact you using their preferred communication channel.

8.6

Composite Score

8.8

CX Score

+88

Emotional Footprint

85%

Likeliness to Recommend

6

Reviews

Chase Data Corp

Call Center Software

ChaseData Call Center Software is the call center software of choice to get calls where they need to go. Productivity is at your fingertips with hundreds of apps integrated through Zappier, connecting you to the tools your call center needs. You’ll notice upticks in customer satisfaction, retention, and in your staff’s morale, too. Robust analytics help management to keep their fingers on the pulse of the call center.

8.2

Composite Score

8.5

CX Score

+92

Emotional Footprint

76%

Likeliness to Recommend

7

Reviews

RingCentral, Inc

Collaborative Contact Center

RingCentral, Inc. is an award-winning global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral solutions empower today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax. RingCentral provides an open platform that integrates with today’s leading business apps while giving customers the flexibility to customize their own workflows.

6.9

Composite Score

7.0

CX Score

+66

Emotional Footprint

61%

Likeliness to Recommend

7

Reviews

NICE Systems

Cloud Contact Center

inContact cloud contact center gives companies of any size flexibility and scalability with their agents, so that their team can be anywhere at any time. Deploying agents is easy and cost effect and can be done quickly with a cloud solution. Companies only pay for what they need, when they need it.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

8x8

8x8 Cloud Contact Center

Put the customer at the center of everything you do without breaking a sweat—anywhere in the world. Our powerful cloud-based call center software is extremely flexible, quick to deploy and simple to use.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

Dixa

Dixa Call Center Software

Dixa is a born global customer service tech company on a mission to solve customer chaos, eliminate bad customer service and build strong bonds between companies and their customers - much like the connection between friends.

--

Composite Score

--

CX Score

+100

Emotional Footprint

89%

Likeliness to Recommend

1

Reviews

Freshworks

Freshcaller

Call center software is the product that helps you handle your business phone conversations. Your phone teams can use your preferred call center software to make outgoing calls, handle incoming calls, track key call center metrics, perform workforce management, and load automated scripts for your phone team. Call center agents are your phone team members who use your call center software to engage with customers or prospects.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

Jive

Jive Contact Center

Jive Contact Center delivers a broad set of inexpensive contact center features and valuable real-time reports to enable better management of call queues and incoming customer calls. Increase agent productivity and enhance callers’ experiences with Jive Contact Center.

--

Composite Score

--

CX Score

-19

Emotional Footprint

56%

Likeliness to Recommend

1

Reviews

Sharpen Technologies Inc

Empower

Our platform was made for companies who have big visions but are stopped short by inflexible technology. However, with the right partner and the right tools that vision can become a reality. That’s where we come in.

--

Composite Score

8.8

CX Score

+100

Emotional Footprint

100%

Likeliness to Recommend

1

Reviews

Intermedia, Inc.

Intermedia Contact Center

Telax offers the leading Cloud Contact Software as a Service solution (CCaaS) combining the most robust suite of features, with carrier-grade reliability, and world-class deployment and support services. Telax also enables Communications Service Providers to enter the lucrative Contact Center market, with innovative Turnkey Sales & Marketing solutions that allow them to start selling, now.

--

Composite Score

10.0

CX Score

+100

Emotional Footprint

100%

Likeliness to Recommend

1

Reviews

INXPO

West Cloud Contact Pro

At West, we’re dedicated to a single proposition—making communication easy. Whether it’s coworkers across the office or partner firms around the globe, enabling that connectivity is the hallmark of our work.

--

Composite Score

--

CX Score

+92

Emotional Footprint

78%

Likeliness to Recommend

3

Reviews

VICIdial

Open-Source Contact Center Solution

The Vicidial Group was founded in 2007 to provide an array of professional products and services to the rapidly growing national and international Vicidial user community.

--

Composite Score

10.0

CX Score

+100

Emotional Footprint

89%

Likeliness to Recommend

1

Reviews

XenCALL

Call Center Suite

XenCALL's predictive dialer CRM offers VoIP integration with fully featured inbound/outbound ACD, IVR and queues with a webphone that requires no plugins or hassle to run - or the option of external phone integration. XenCALL's app-oriented infrastructure enables a unique experience customizable towards your business and industry.

--

Composite Score

--

CX Score

+56

Emotional Footprint

67%

Likeliness to Recommend

2

Reviews

Zingtree

Call Center Agent Scripting

Zingtree makes it easy to guide anyone through complicated processes. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions. And get detailed analytics on how your trees are being used to guide product, service and process optimizations. There's no better way to help people get answers faster.

--

Composite Score

8.7

CX Score

+98

Emotional Footprint

72%

Likeliness to Recommend

2

Reviews

[24]7.ai

[24]7.ai

Conversational AI delivers personalization and convenience by connecting with your customers the way they connect with friends.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

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All Research

Latest Research

28
Oct

Author: Thomas Randall (Info-Tech)

On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.

Latest Research

28
Oct

Author: Thomas Randall (Info-Tech)

On October 23, 2020, Verizon briefed its Contact Center Hub for SMBs. Launched October 1, Contact Center Hub is a hosted cloud service aimed at providing an easy-to-use multi-channel contact center solution for small- and mid-sized organizations. For SMBs that do not have a large customer base and only require the basics, consider shortlisting Verizon’s Contact Center Hub – especially if Verizon’s solutions are already being used in the organization.

Latest Research

28
Oct

Author: Thomas Randall (Info-Tech)

On October 21, 2020, Talkdesk demoed On the Go, the latest addition to its cloud-based contact center solution CX Cloud. On the Go is built for convenience and remote work, using a device’s virtual assistant (such as Siri) for making calls and accessing data. However, this also means that part of On the Go’s success is tied up with how effective virtual assistants are.

Latest Research

9
Oct

Author: Thomas Randall (Info-Tech)

On October 1, Twilio – a cloud-based communications platform – held its Investor Day for 2020. Twilio reported positive growth across all segments of the organization, especially for its CCaaS solution Flex.

Latest Research

14
Sep

Author: Thomas Randall (Info-Tech)

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on Genesys’ “experience as a service” for the contact center.

Latest Research

11
Sep

Author: Thomas Randall (Info-Tech)

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on Infobip’s latest Contact Center as a Service (CCaaS) solutions.

Latest Research

3
Sep

Author: Thomas Randall (Info-Tech)

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on upcoming trends and applications in speech technologies – including their dark side.

Latest Research

2
Sep

Author: Thomas Randall (Info-Tech)

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on ServiceNow’s “Now Platform” solution for the contact center.

Latest Research

1
Sep

Author: Thomas Randall (Info-Tech)

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. One session showcased Amazon’s Contact Lens for the contact center.

Latest Research

1
Sep

Author: Thomas Randall (Info-Tech)

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. One session showcased Talkdesk’s reframing of the customer experience to plan for post-pandemic contact center solutions.

Latest Research

21
Aug

Author: Thomas Randall (Info-Tech)

On August 6, 2020, Info-Tech briefed with Uniphore, a rapidly growing AI-enabled conversational service automation platform. This note outlines Uniphores’ two SaaS solutions (AuMina and Akeira) and explores the reasons why Info-Tech members looking for contact center enhancements would do well to shortlist Uniphore as a dark horse.

Latest Research

30
Jul

Author: Thomas Randall (Info-Tech)

As of July 1, 2020, over 70,000 small business users receiving their Microsoft 365 services from Navisite will now receive them from Intermedia. The move means that Navisite’s users now have access to a range of Intermedia offerings, including Unite, Contact Center, and AnyMeeting.

Latest Research

19
May

Author: Thomas Randall (Info-Tech)

Exploring the vendor landscape for contact center solutions is complicated, with a variety of metrics to consider within a service level agreement. This note helps narrow down which key requirements and key metrics you need to consider when choosing a contact center.

Latest Research

27
Feb

Author: Thomas Randall (Info-Tech)

In this fourth brief of four on Cisco’s January launch of upcoming collaboration solutions in 2020, I look at Cisco’s new additions for its Webex Contact Center portfolio.

Latest Research

26
Feb

Author: Thomas Randall (Info-Tech)

Avaya has announced a new partnership with Afiniti: Avaya AI Routing with Afiniti AiRo. The partnership will bring AI technology to Avaya’s contact center as a service (CCaaS) platform, due to be released in mid-2020.

Latest Research

4
Feb

Author: Thomas Randall (Info-Tech)

Five9 and Zoom have announced a new integration between Zoom Phone and Five9 Intelligent Cloud Contact Center.

Latest Research

3
Feb

Author: Thomas Randall (Info-Tech)

Landis Contact Center for Microsoft Teams is now in preview.

Latest Research

7
Jan

Author: Thomas Randall (Info-Tech)

It is likely that Mitel will acquire Avaya, following news that Avaya CEO Jim Chirico stated he would be seeking “strategic alternatives” during the company’s August 13 third quarter earnings call.

Latest Research

11
Nov

Author: Thomas Randall (Info-Tech)

Avaya announced a partnership with RingCentral, a move that jointly strengthens the two companies’ positions in the growing cloud-based unified communications market.

Latest Research

24
Oct

Author: Thomas Randall (Info-Tech)

Avaya moved away from the idea of being acquired following news that it is in talks to partner with RingCentral.

Latest Research

22
Oct

Author: Thomas Randall (Info-Tech)

Cisco has announced its intent to acquire CloudCherry, boosting its contact center portfolio.

Latest Research

9
Oct

Author: Thomas Randall (Info-Tech)

Avaya has announced its next generation Contact Center as a Service (CCaaS) platform titled “IX-CC,” marking the company’s move toward a cloud-based subscription program.

Latest Research

21
Aug

Author: Thomas Randall (Info-Tech)

TechSee has released the world’s first AI-powered visual recognition for contact centers, which identifies and detects problems with a product model via images submitted by the customer.

Latest Research

14
Aug

Author: Thomas Randall (Info-Tech)

Google has launched several updates for its Contact Center AI product, improving speech recognition accuracy by 40%.

Latest Research

23
Jul

Author: Thomas Randall (Info-Tech)

EmployBridge, America’s largest specialty industrial staffing company, has selected Talkdesk to support its customer service operations.

Latest Research

4
Jul

Author: Adib Ghubril (Info-Tech)

RingCentral’s VoIP approach to collaboration is an interesting alternative to the data-centric approach typifying competitors, but its teleconferencing service falls far short of expectation and does little to spur collaboration.