The article provides a snapshot of the vendors featured in our CCaaS Marketplace.
Today’s top CCaaS providers give companies the tools they need to maintain and build a competitive edge in an experience-focused landscape. Combining solutions for omnichannel customer service, with performance management, analytics, and insights, the right CCaaS solution can help organizations increase revenue, reduce customer churn, and improve efficiency.
As trends like remote and hybrid work continue to take over, and consumer expectations evolve, demand for innovative cloud contact center platforms is growing. By 2030, experts predict the CCaaS market will be worth $16.43 billion by 2030, exhibiting a CAGR of 18%.
The question is, which CCaaS provider will deliver the best contact center for your team? We’ve reviewed some of the top vendors on the market, you bring you this complete market map.
- 8×8
- Amazon Web Services
- Avaya
- Cisco
- Content Guru
- Enghouse Interactive
- Five9
- Genesys
- Intermedia
- NICE
- RingCentral
- UJET
- Vonage
- Zoom
8×8
Taking a flexible approach to communications technology, 8×8’s delivers secure and versatile contact center and CX solutions to businesses of all industries. The company’s complete cloud contact center offering combines security and reliability (with 99.999% uptime) with tools for team collaboration, adaptive analytics, omnichannel routing, and even workforce engagement management.
The versatile CX solutions offered by 8×8 can be combined with their UCaaS technologies, for an all-in-one approach to communications. Plus, companies can leverage specialist solutions for platforms like Microsoft Teams. 8×8’s contact center offering also comes with intelligent AI tools, native CRM integrations, and speech and text analytics.
Amazon Web Services
Amazon Web Services, or AWS, is one of the better-known CCaaS providers worldwide. Supporting omnichannel interactions, rich analytics and insights, and even tools for unified communications and collaboration, AWS addresses a host of business needs. The “Amazon Connect” offering is also powered by the latest AI technology, with solutions like Amazon Q, a generative AI assistant.
The intelligent features of the platform also help companies dive deeper into crucial business metrics, streamline resource management, and evaluate employee performance. Plus, AWS offers a range of add-on solutions, like Contact Lens for sentiment analysis, tools for machine-learning power outbound campaigns, and more.
Avaya
The Avaya Experience platform is an all-in-one solution for omnichannel contact center management, created to support evolving teams. The cloud solution allows companies to leverage best-in-breed technologies from a range of environments, and unify them in a single pane of glass environment. Plus, companies can tap into innovative tools like AI speech analytics and noise removal, attribute-based routing, and workforce engagement tools.
Avaya is also one of the more flexible CCaaS providers available today, offering companies the opportunity to build their own specific solution from scratch. Plus, companies can choose to integrate their CCaaS solution with Avaya Cloud Office, for comprehensive collaboration and back-end communication across the business landscape.
Cisco
Global technology company Cisco offers everything from networking tools, to communication hardware, and unified communication platforms to business leaders. Companies have various options to choose from, including the Webex Contact Center, which offers access to a fully customizable and intelligent platform, combining flexibility with reliability.
The Webex offering has been recognized by leading analysts like Gartner in their CCaaS Magic Quadrant report, and offers access to innovative tools such as AI assistants, intelligent routing tools, comprehensive agent and supervisor desktops, and intuitive analytics. There’s also the option to align Cisco’s Webex Contact Center with the Webex tools for UCaaS.
Content Guru
Combining next-generation AI technology with intuitive tools for contact center management and optimization, Content Guru delivers CCaaS solutions to over 60 countries worldwide. Solutions like the storm contact center enable companies to interact with consumers on any channel, and improve conversations with in-depth data insights and analytics.
The storm ecosystem features everything from advanced routing capabilities, to real-time and historical reporting tools, and integrations for a range of existing platforms, like Microsoft Teams. Additionally, Content Guru ensures companies can adhere to strong compliance standards, with end-to-end resilience and protection features. The company also promises 99.999% reliability.
Enghouse Interactive
Helping companies of all sizes to digitally transform their customer experience strategy, Enghouse Interactive offers a flexible variety of contact center solutions. The company’s cloud contact center offering includes support for omnichannel contextual service, with web chat, video, and voice in one environment. Plus, it also supports messaging and SMS channels.
As one of the top CCaaS providers, Enghouse Interactive offers highly scalable and flexible technologies, with innovative tools for AI self-service, workflow automation, and call quality monitoring. There are also tools for integrated unified communications, real-time speech analytics, voice of the customer insights, and more.
→ Explore Enghouse Interactive
Five9
Recognized as one of the top CCaaS providers by various industry analysts, Five9 delivers a comprehensive cloud-based platform for customer experience, and digital workforce management. The Five9 offering combines global voice, with engagement workflow automation, CRM and UC integrations, flexible APIs, and SDKs.
Plus, companies can take advantage of intelligent virtual agents, AI summarization and analysis tools, and generative AI self-service options. To boost employee experiences, Five9 even offers various solutions for workforce optimization, quality management, and gamification. The company’s platform also includes end-to-end tools for privacy and security.
Genesys
Named a leader in contact center as a service technologies by Gartner’s Magic Quadrant, Genesys is a flexible solution provider, delivering extensive tools for omnichannel engagement and customer experience. The company’s platform can adapt to suit the needs of any business regardless of size or industry, and features innovative AI-driven tools for analytics, customer support and more.
Companies can use Genesys’ AI tools to deliver personalized experiences at scale, or enhance their workforce engagement strategy. Plus, Genesys has its own end-to-end customer journey management and orchestration solution, to assist with intelligent decision-making. There’s even the option to leverage Genesys’ tools alongside existing business software, with APIs and integrations.
Intermedia
Cloud communications company Intermedia produces various business tools for internal and external communications. The Intermedia contact center offering features all of the core components of a CCaaS solution, from call queuing, to smart routing, and omnichannel management. Companies can also integrate the solution with Unite to combine UCaaS and CCaaS technologies.
Like many top CCaaS providers, Intermedia is investing in AI, for in-depth interaction insights and self-service solutions. The company also allows organizations to customize and extend their contact center ecosystem with a set of open APIs and a complete integrations toolbox. Plus, there are various business intelligence and analytical tools built-in.
NICE
NICE is one of the many top CCaaS providers investing in cutting-edge artificial intelligence for its contact center and CX solutions. The NICE CXOne portfolio includes purpose-built AI solutions in the form of NICE Enlighten, which leverages generative AI technology to enhance self-service, offer rich business insights, and support remote and in-office agents.
The complete cloud-centric platforms also offers a host of scalable features, from intelligent routing and journey orchestration tools, to CX analytics, and digital self-service channels. There’s also the option to leverage workforce engagement management tools alongside the NICE ecosystem, to boost employee engagement and improve resource management.
RingCentral
Cloud-focused communications provider, RingCentral, produces solutions for the UCaaS, CCaaS, and CPaaS market. The company’s flexible contact center solutions include the RingCentral contact center, intended for large scale businesses, and RingCX, a modern AI-powered contact center combining ease of use with omnichannel communication options.
RingCentral’s contact center toolkit features everything from omnichannel routing technologies, to AI-powered virtual agents for real-time coaching and automation, and self-service options. Plus, companies can leverage RingCentral’s contact center tools alongside quality and workforce management software, as well as RingCentral’s MVP UCaaS offering.
UJET
Partnering with Google Cloud, UJET offers generative-AI powered contact center solutions, for omnichannel customer service. Businesses can leverage UJET’s technology to access a range of intuitive CX features, from CRM data unification options, to real-time analytics, intelligence, and automated workflows. Plus, the solution can be customized to suit specific business needs.
UJET’s CCaaS solution combines all of the AI-driven capabilities of Google’s own CX portfolio, with a simple interface, for both supervisors and agents. The company also promises end-to-end security, to preserve contact center compliance, and solutions for cloud migration, remote agent management, and specific solutions for certain industries.
Vonage
The versatile contact center offerings provided by Vonage are designed to address the needs of any company, regardless of its size or industry. The cloud-based Vonage contact center is a modular solution that constantly rolls out new features, such as AI capabilities, with a microservices architecture. It offers solutions for workforce management and analytics, as well as a scalable omnichannel environment for extensive communication.
Vonage’s cloud contact center is Citrix Ready for virtualization, and comes with end-to-end security solutions in place for comprehensive encryption and compliance. Additionally, Vonage solutions include access to conversational analytics, virtual assistants, video and screen sharing, custom agent dashboards and more.
Zoom
A more recent entrant to the CCaaS providers landscape, Zoom offers omnichannel communication solutions for both UCaaS and CCaaS. The Zoom contact center offering features access to intelligent self-service solutions, with chatbots powered by generative AI. There are tools for accessing rich customer insights, and supporting agents with end-to-end virtual agent solutions.
Zoom also allows companies to customize their customer experience strategy, building rich workflows and automations. There are also in-depth solutions for contact center analytics and reporting, visual IVR development, and intelligent routing capabilities. Flexible plans are available to help keep costs low for smaller organizations.
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