Contact Center as a Service - Enterprise (CCaaS) Providers

Contact Center as a Service - Enterprise

What is Contact Center as a Service - Enterprise Providers?

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.

Common Features

  • Multi Channel Intake Integration
  • Multi Channel Queue Management
  • Call Scripting and Call Flow Management
  • Screen Prompts
  • Workforce Management
  • Contact Center Analytics
  • Knowledge Management
  • Skills Based Routing
  • Call Recording
  • Contact Center Compliance Management
  • Ticket Management

Top Contact Center as a Service - Enterprise (CCaaS) Providers

2024 Data Quadrant Awards

2023 Emotional Footprint Awards

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Data Quadrant Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards highlight software products that excel in terms of features, vendor capabilities, and customer relationships, earning them the highest overall rankings.

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Emotional Footprint Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards shine a spotlight on software vendors who excel in crafting and nurturing strong customer relationships.

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Products: 7
Next Award: Jun 2025

Top Contact Center as a Service - Enterprise Providers 2024

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.

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Pros

  • Respectful
  • Reliable
  • Acts with Integrity
  • Generous Negotitation
Badge Winner
Badge Winner
Composite Score
8.3 /10
CX Score
8.4 /10

Unify customer experiences across phone, email, chat, text and social channels. Keep agents productive and engaged, no matter where they are. The Genesys Cloud CX™ platform does it all.

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Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Acts with Integrity
Badge Winner
Badge Winner
Composite Score
8.1 /10
CX Score
8.0 /10

NICE 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 effective, and can be done quickly with a cloud solution. Companies only pay for what they need, when they need it.

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Pros

  • Security Protects
  • Respectful
  • Acts with Integrity
  • Altruistic
Badge Winner
Badge Winner
Composite Score
7.5 /10
CX Score
7.7 /10

Webex Contact Center lets your customers connect through their preferred channel – chat, text, social, email, or call. AI-powered voice and chat virtual agents give customers options for natural, fast, and easy 24/7 self-service – with a seamless baton pass to a live agent when desired. Customer contact history at the agent’s fingertips ensures customers never have to repeat themselves, and agents are context- aware for every interaction. Webex Experience Management surveys provide insight into sentiment and a consistent pulse on customer experience.

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Pros

  • Performance Enhancing
  • Effective Service
  • Reliable
  • Helps Innovate
Composite Score
7.5 /10
CX Score
7.7 /10

Avaya Experience Platform makes it easy to connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint. And it brings together teams, resources, and insights to maximize contact center performance and experiences.

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Pros

  • Helps Innovate
  • Respectful
  • Client Friendly Policies
  • Fair
Badge Winner
Composite Score
7.4 /10
CX Score
7.5 /10

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.

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Pros

  • Security Protects
  • Respectful
  • Trustworthy
  • Performance Enhancing
Composite Score
6.8 /10
CX Score
6.8 /10

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.

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Pros

  • Respectful
  • Transparent
  • Fair
  • Security Protects

Products below are ineligible for awards due to insufficient recent reviews

Composite Score
8.6 /10
CX Score
8.6 /10

Integrated with Nextiva Phone System and the latest generative AI technology, Nextiva Contact Center enables organizations to engage with customers across channels and gives agents the nimble collaboration tools they need to increase first call resolution and improve customer satisfaction.

Pros

  • Helps Innovate
  • Enables Productivity
  • Trustworthy
  • Efficient Service
Composite Score
8.5 /10
CX Score
8.6 /10

UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers

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Pros

  • Performance Enhancing
  • Enables Productivity
  • Client Friendly Policies
  • Altruistic
Composite Score
7.7 /10
CX Score
8.2 /10

Built for the cloud, smart system design improves uptime, reliability, and scalability. Harness the power of connection to effectively engage current and future customers. Intuitively designed platform and agent-specific metrics they can track.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing