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Contact Center as a Service

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.

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Latest Research

27
Oct

Author: Thomas Randall (Info~Tech)

Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.

21
Sep

Author: Thomas Randall (Info~Tech)

Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.

02
Sep

Author: Thomas Randall (Info~Tech)

John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.

Contact Center as a Service Products

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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.

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8.2

Composite Score

8.3

CX Score

+87

Emotional Footprint

83%

Likeliness to Recommend

17

Reviews

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.

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Badge Winner

8.2

Composite Score

8.4

CX Score

+90

Emotional Footprint

81%

Likeliness to Recommend

19

Reviews

Genesys

Genesys Cloud CX

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.

8.2

Composite Score

8.3

CX Score

+80

Emotional Footprint

86%

Likeliness to Recommend

31

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.

7.9

Composite Score

8.0

CX Score

+79

Emotional Footprint

77%

Likeliness to Recommend

19

Reviews

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.

7.8

Composite Score

8.1

CX Score

+81

Emotional Footprint

78%

Likeliness to Recommend

28

Reviews

Cisco Systems

Cisco Webex Contact Center

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.

7.7

Composite Score

7.9

CX Score

+79

Emotional Footprint

79%

Likeliness to Recommend

126

Reviews

NICE Ltd

NICE inContact CXone

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.

7.6

Composite Score

7.6

CX Score

+76

Emotional Footprint

77%

Likeliness to Recommend

16

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.

7.4

Composite Score

7.9

CX Score

+84

Emotional Footprint

69%

Likeliness to Recommend

10

Reviews

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