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Home > Categories > Contact Center as a Service (CCaaS)

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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.

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Latest Research

31
Mar

Author: Thomas Randall (Info~Tech)

On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.

27
Jan

Author: Thomas Randall (Info~Tech)

On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.

27
Jan

Author: Thomas Randall (Info~Tech)

On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.

Contact Center as a Service (CCaaS) Products

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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.

Badge Winner
Badge Winner
Badge Winner

8.1

Composite Score

8.4

CX Score

+89

Emotional Footprint

80%

Likeliness to Recommend

18

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.

Badge Winner
Badge Winner
Badge Winner

8.0

Composite Score

8.2

CX Score

+79

Emotional Footprint

86%

Likeliness to Recommend

30

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.

Badge Winner
Badge Winner

8.0

Composite Score

8.0

CX Score

+84

Emotional Footprint

79%

Likeliness to Recommend

14

Reviews

NICE Systems

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.

7.8

Composite Score

7.8

CX Score

+79

Emotional Footprint

78%

Likeliness to Recommend

15

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

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.

Badge Winner

7.7

Composite Score

8.0

CX Score

+80

Emotional Footprint

77%

Likeliness to Recommend

27

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

+84

Emotional Footprint

69%

Likeliness to Recommend

10

Reviews

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