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.

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
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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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Latest Research

New Additions to Cisco’s Webex Contact Center Portfolio
February 27, 2020

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.

Author: Thomas Randall (Info-Tech)

Avaya Pairs AI Technology With Its CCaaS via Afiniti Partnership
February 26, 2020

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.

Author: Thomas Randall (Info-Tech)

New Integration Between Zoom Phone and Five9 Intelligent Cloud Contact Center
February 04, 2020

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

Author: Thomas Randall (Info-Tech)

See All Research

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.

Download Report

Emotional FootprintReport

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

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.

8.2

Composite Score

8.5

CX Score

+87

Emotional Footprint

83%

Likeliness to Recommend

11

Reviews

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.

8.0

Composite Score

8.1

CX Score

+79

Emotional Footprint

84%

Likeliness to Recommend

25

Reviews

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

+83

Emotional Footprint

79%

Likeliness to Recommend

13

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

121

Reviews

Zendesk

Zendesk Talk

The Zendesk platform is where the action is. Customer interactions across phone, chat, email, social media, and any other channel you can imagine, all come together in one place.

7.7

Composite Score

7.9

CX Score

+78

Emotional Footprint

76%

Likeliness to Recommend

18

Reviews

Avaya

Avaya IX Contact Center

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.

7.6

Composite Score

8.0

CX Score

+81

Emotional Footprint

76%

Likeliness to Recommend

26

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

8.7

CX Score

+87

Emotional Footprint

85%

Likeliness to Recommend

6

Reviews

Vonage

NewVoiceMedia Cloud Contact Center

NewVoiceMedia Cloud ContactWorld is a multi-tenant Contact Center Cloud solution designed for sales and service teams focused on customer experience. The platform enables organizations to have more successful conversations with customers. ContactWorld is based on an intelligent communications platform that integrates real time communications & customer back-office data with an engagement engine that maximizes customer relationships. The platform also includes a built-in speech analytics engine, Conversation Analyzer, that allows customer calls to be transcribed, classified, and annotated with the ability to push analytics results into another BI repository.

8.2

Composite Score

8.7

CX Score

+94

Emotional Footprint

78%

Likeliness to Recommend

6

Reviews

Aspect Software

Aspect Via

Aspect Via provides our pet owners the ability to engage with us on their preferred contact channel, whether it be voice, email, chat or SMS. Aspect Via’s sleek agent desktop provides our contact center employees with a far more intuitive and engaging agent experience, which allows for faster and more informed decisions.

8.2

Composite Score

8.9

CX Score

+93

Emotional Footprint

83%

Likeliness to Recommend

7

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.

8.1

Composite Score

8.4

CX Score

+90

Emotional Footprint

75%

Likeliness to Recommend

6

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.

6.8

Composite Score

6.9

CX Score

+58

Emotional Footprint

65%

Likeliness to Recommend

6

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

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

Talkdesk

Talkdesk Contact Center Software

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.

--

Composite Score

--

CX Score

+100

Emotional Footprint

78%

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

Intrado

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

Mitel

MiCloud Connect Contact Center

MiCloud Connect Contact Center is a hosted call center with enterprise-grade performance.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

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All Research

New Additions to Cisco’s Webex Contact Center Portfolio
February 27, 2020

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.

Author: Thomas Randall (Info-Tech)

Avaya Pairs AI Technology With Its CCaaS via Afiniti Partnership
February 26, 2020

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.

Author: Thomas Randall (Info-Tech)

New Integration Between Zoom Phone and Five9 Intelligent Cloud Contact Center
February 04, 2020

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

Author: Thomas Randall (Info-Tech)

Coming Soon: Microsoft Teams Contact Center Solution
February 03, 2020

Landis Contact Center for Microsoft Teams is now in preview.

Author: Thomas Randall (Info-Tech)

Mitel/Avaya Merger Looks Imminent
January 07, 2020

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.

Author: Thomas Randall (Info-Tech)

Avaya Announces Partnership With RingCentral
November 11, 2019

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

Author: Thomas Randall (Info-Tech)

Avaya in Talks With RingCentral to Form Joint Venture
October 24, 2019

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

Author: Thomas Randall (Info-Tech)

Cisco Announces Intent to Acquire CloudCherry
October 22, 2019

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

Author: Thomas Randall (Info-Tech)

Avaya Announces New Contact Center as a Service Platform, IX-CC
October 09, 2019

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.

Author: Thomas Randall (Info-Tech)

TechSee Unveils World’s First AI-Powered Visual Recognition
August 21, 2019

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.

Author: Thomas Randall (Info-Tech)

Google Updates Improve Speech Recognition for Contact Center AI
August 14, 2019

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

Author: Thomas Randall (Info-Tech)

EmployBridge Capitalizes on Talkdesk’s AI-Driven Functionalities
July 23, 2019

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

Author: Thomas Randall (Info-Tech)

Phone Is RingCentral but Nobody Is Home
July 04, 2019

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.

Author: Adib Ghubril (Info-Tech)

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