Top Cloud Contact Center Software Comparison
Navigating the sea of cloud contact center software can feel a bit like being lost in a digital storm. But fear not! We’ve got the compass and map you need. This comprehensive comparison of the top cloud contact center software options will help steer you in the right direction.
Introduction to Cloud Contact Center Software
You might be wondering, “What is cloud contact center software?” Put simply, it’s software that enables businesses to handle customer interactions in a centralized way, but with the added benefit of the cloud. It’s like having your control tower in the limitless expanse of the cloud, keeping a watchful eye over all your customer interactions.
Why Use Cloud-Based Contact Center Software?
Cloud-based contact center software has become a game changer for businesses, no matter their size. One of the biggest reasons to use such a software is its scalability. Traditional, on-premise contact center solutions often involve a substantial upfront investment in infrastructure and require ongoing maintenance. With a cloud-based model, these capital expenditures are virtually eliminated. You pay for what you use, and as your business expands or contracts, your software usage can easily scale with you. This flexibility can be a critical advantage in our fast-paced, ever-evolving digital world.
Furthermore, cloud-based contact center software offers remarkable operational agility. Your teams can access the software from anywhere in the world as long as they have an internet connection. This means you can support remote work, deploy international teams, and manage your customer support 24/7. Plus, updates and new features can be rolled out automatically, ensuring that your teams always have access to the latest tools without any disruption to your service.
Finally, using cloud-based software can lead to enhanced customer experience (CX). Since all data is centralized and can be shared across platforms, customer service representatives can have a 360-degree view of the customer. This allows for more personalized, effective, and efficient service, fostering customer loyalty and satisfaction. The bottom line? A cloud-based contact center software can provide more value to your customers, while reducing your operating costs and providing flexibility for your business.
The Impact of Cloud Software on Customer Service
The digital revolution has not only reshaped the way businesses operate, but also how they interact with their customers. Cloud software has been at the forefront of this transformation, particularly when it comes to customer service.
By leveraging cloud-based contact center software, businesses are able to streamline and enhance their customer service operations in several ways. First, it brings all customer interactions from various platforms – such as email, phone, social media, and live chat – into one centralized place. This consolidation provides a holistic view of each customer’s history, allowing representatives to offer more personalized service. Imagine being able to pull up a customer’s entire history in seconds, knowing their past purchases, preferences, and even previous issues. This kind of context can dramatically improve the quality of service delivered and increase customer satisfaction.
Moreover, cloud software’s accessibility and uptime significantly improve the reliability of customer service. Since the software is hosted in the cloud, it is available 24/7 from any location. This allows businesses to operate around the clock, offering customer support when and where it’s needed most. Whether a customer service representative is working from a central office, from home, or even from a different country, they have the tools they need to offer outstanding service. In a world where consumers expect quick and efficient service at all hours, the always-on nature of cloud software can give businesses a significant edge.
In essence, the impact of cloud software on customer service has been profound. It not only elevates the level of service provided, but also reshapes the entire customer experience, making it more efficient, personalized, and customer-centric.
Top Cloud Contact Center Software Providers
Now that we’ve covered the basics, let’s dive into the top cloud contact center software.
Feature | NICE | Talkdesk | ||||
Price Range for Named Users (before our discounts) | $149/mo. - $250/mo. | $70/mo. - $155/mo. | $95/mo. - $350/mo. | $75/mo. - $125/mo. | $69/mo. | $75/mo. |
Concurrent or Named Agent | Named, Concurrent | Named, Concurrent | Named, Concurrent | Named, Concurrent | Named | Named, Concurrent |
IVR | DTMF/ Touchtone, Speech Enabled | DTMF/ Touchtone, Speech Enabled | DTMF/ Touchtone, Speech Enabled | DTMF/ Touchtone, Speech Enabled | DTMF/ Touchtone, Speech Enabled | DTMF/ Touchtone, Speech Enabled |
ACD Queuing | Most Idle, Round Robin, Skills Based Routing, Other | Most Idle, Round Robin, Skills Based Routing, Other | Most Idle, Round Robin, Skills Based Routing, Other | Most Idle, Round Robin, Skills Based Routing, Other | Most Idle, Round Robin, Skills Based Routing | Most Idle, Round Robin, Skills Based Routing |
UC Solution | No | Yes | No | Yes | Yes | Yes |
Outbound Types | Power, Predictive, Progressive | Power, Predictive, Progressive | Predictive | Power, Predictive, Progressive | Power, Predictive, Progressive | |
Geographic Areas | Asia Pacific, Central America, EMEA (Europe, Middle East, Africa), Canada, Domestic US, South America | Asia Pacific, Central America, EMEA (Europe, Middle East, Africa), Canada, Domestic US, South America | Asia Pacific, Central America, EMEA (Europe, Middle East, Africa), Canada, Domestic US, South America | Asia Pacific, Central America, EMEA (Europe, Middle East, Africa), Canada, Domestic US, South America | US, Canada, UK, Ireland, Australia, New Zealand | Domestic US, Canada |
Channels | Omnichannel | Omnichannel | Omnichannel | Omnichannel | Omnichannel | Omnichannel |
Chat Bots | Yes | Yes | Yes | Yes | Yes | Yes |
Compliance | PCI-DSS, NIST, SOC2, GDPR, HIPAA | HiTrust, PCI-DSS, SOC2, GDPR, HIPAA | NY DFS, FedRAMP, PCI-DSS, SOC2, GDPR, SOX, HIPAA | PCI-DSS, NIST, SOC2, GDPR, HIPAA | SOC2 | SOC2 |
AI/ML | Yes | Yes | Yes | Yes | No | Yes |
Sentiment Analysis | Yes | Yes | Yes | Yes | No | Yes |
Natural Language Processing | Yes | Yes | Yes | Yes | No | Yes |
WFM/WFO | Both | Both | Both | Both | WFM | Both |
CRM Integrations | Oracle, ServiceNow, Zoho, Salesforce, Zendesk | Oracle, ServiceNow, Zoho, Salesforce, Zendesk | Jive, Other, Ring Central, Momentum, Vonage | Oracle, ServiceNow, Zoho, Salesforce, Zendesk | Salesforce | Salesforce, Zendesk |
UCaaS Integrations | Other, CallTower, Mitel, Ring Central | Ring Central, Vonage | Oracle, ServiceNow, Zoho, Salesforce, Zendesk | Other | Other | Has Naitive UCaaS Functionality |
Gamification | Yes | Yes | Yes | Yes | No | No |
Why You Might Consider Them | Five9 is one of the larger CCaaS providers. The interface is a bit dated and we score them a bit lower in terms of ease-of-use. | Genesys has been around for 30+ years and is geared towards larger global companies. Something else to note is that Genesys is agnostic for UCaaS or telephony providing greater flexibility in these areas. | Another CCaaS solution that has advanced features and functionality. NICE has been considered an industry leader for many years. NICE is best geared towards larger global companies. It is also best if you need WFM/WFO. NICE is not the best option typically if you need fewer than 500 seats. | Talkdesk has the usual CCaaS features such as omnichannel support. One thing to note is that Talkdesk is very API driven which means using 3rd party software to supply various components such as voice. As of right now Talkdesk is missing the UCaaS component if you are looking for phone services and video meetings too. | Zoom is the newest entrant into the CCaaS market and has the least amount of functionality. It is also only available for US and Canada. Zoom. The price is affordable and it works well if you already use other Zoom products such as Meetings and Zoom Phone. | RingCX is ideal for organization with less than 100 agents (although it can certainly support higher). It combines UCaaS and CCaaS features with AI at an affordable priceIt is also only available for US and Canada. |
Five9 Contact Center
Five9 is at the forefront of the industry, offering innovative cloud-based contact center solutions, harnessing the advantages of cloud technology to serve over 2,500 clients around the globe and handling billions of call minutes each year. Its Intelligent Cloud Contact Center comes equipped with digital interaction capabilities, data analytics, workflow automation, workforce enhancement, and functional AI, all intended to foster more personal interactions with customers, boost agent engagement and effectiveness, and drive measurable business outcomes. Designed for reliability, security, compliance, and scalability, the Five9 platform allows contact centers to enhance productivity, promote agility, increase revenues, and build a trustworthy and loyal customer base.
Five9 Contact Center Features
- Inbound, Outbound and Blended Contact Center – ACD | IVR | CTI/CRM Integration | Dialer | Call Recording | TCPA Compliance
- Multichannel Routing & Management – Email | Chat | Social | Mobile | NLP & Business Rules engine
- CRM Integrations Salesforce | Oracle | Microsoft | NetSuite | Zendesk | Homegrown & more
- Management Applications Supervisor | Reporting | QM | WFM | NICE Systems
- Telecom Options TDM | VoIP | Toll Free | Local DID | MPLS
Pros and Cons of Five9
Pros:
-
Easy to use
- Contact remotely with agents
- Contact across phone, email, chat and mobile
Cons:
- Can be expensive if you just need the basics
- Call quality
- No mobile app for agents (computer only)
- No social network support
NICE CXone
NICE CXone leads the global market in delivering cloud-based contact center solutions, offering sophisticated call routing software and an extensive range of workforce optimization tools designed to enhance the efficiency of contact center agents, all housed in the cloud. Uniquely, NICE CXone couples its software offering with telecommunications network connectivity.
NICE CXone enables call centers worldwide to generate profitable customer experiences with its dynamic suite of software solutions. The company’s services and solutions empower call centers to function more effectively, optimize the cost and quality of every customer engagement, devise innovative avenues to profitability, and guarantee consistent customer-focused business development and growth.
As NICE CXone solutions are cloud-based, they offer a host of benefits not available with traditional on-premise contact center solutions. These include rapid deployment and implementation, elimination of initial hardware costs or ongoing upgrade expenses, the flexibility to scale up or down based on actual demand, a pay-per-use billing model, 99.99% uptime, and fluid call routing across multiple contact centers and even to agents working from home.
The sweet spot for NICE are contact centers with between 20 and 400 agents; however they do have the ability to support clients that have contact centers of more than 400 agents. Key indicators NICE looks for in prospective clients are whether they have multiple contact center locations, work from home agents, or otherwise complex, blended environments.
NICE Features
- CXone Omnichannel Routing
- Connect customer journeys across any channel for a consistent, personalized customer experience.
- CXone Workforce Engagement
- Unlock your teams potential by inspiring employee self-improvement and amplifying quality management efforts.
- CXone Automation & AI
- Streamline service delivery by eliminating mundane tasks and speeding up issue resolution for better outcomes.Meet the contact center of your dreams
- CXone Open Cloud Foundation
- Champion innovation through an extensible, enterprise-grade platform that scales securely, deploys quickly, and services customers globally.
- CXone Customer Analytics
- Get actionable insights to drive real improvement in customer experience and agent performance.
Pros and Cons of NICE
Pros:
-
Seamless integration into systems
- Works on any computer as it is website based, not software based
- Allows for quick calls, scheduled calls and more
-
Deep and robust tool set for designing contact flow
Cons:
-
They charge per engagement for configuration support
- Admin console is unnecessarily complicated and cumbersome to use
- System lags sometimes, not often
Genesys Contact Center
Genesys, the powerhouse behind 25 billion superior customer experiences worldwide each year, attributes its success to seamlessly integrating customer and employee conversations across every possible channel. Trusted by over 11,000 organizations in more than 100 countries, Genesys’ top-rated customer experience platform plays a pivotal role in achieving meaningful business results and building enduring relationships. By amalgamating the finest technology with human ingenuity, Genesys designs solutions that emulate natural conversation and align with your thought process. Our trailblazing solutions enable true omnichannel engagement, performing uniformly across all channels, whether on-premise or in the cloud.
Having dominated the customer experience (CX) sphere for over a quarter of a century, Genesys is the solitary provider recognized as a leader in the Gartner Magic Quadrant for Cloud contact centers.
Genesys is best geared towards larger Enterprise and Fortune 500 clients.
Genesys Features
- Genesys Cloud natively includes Contact Center (CCaaS), Unified Communications (UCaaS), and Work Force Management (WFM/WFO) from a single interfaceall Genesys native technology, no bolt ons
- Genesys is a cloud first company.
- Genesys Cloud can be implemented extremely quickly, unlimited scalability, continuous deployment of features, Enterprise-grade security, Zero-desktop footprint, many packaged integrations and ability to connect to almost any phone system or CRM.
- Genesys brings a ton of resources to bear, including strong executive team, sales engineering, white papers and documentation, a prescriptive migration plan, and more
Pros and Cons of Genesys
Pros:
-
Queue level reporting
- Easier user access management
- Recording the entire interaction end to end. (regardless of transfers)
-
The AI chatbots help ensure 24/7 availability of support services.
- Dynamic reporting and analytical tools give insights into support services’ performances.
- Integration with emailing, SMS, and social media platforms .
Cons:
- Can be expensive if you just need the basics
- WFM lacking
- Customization can be a bit complex
Talkdesk
Talkdesk stands as a global leader in cloud contact center solutions, serving businesses that prioritize customer satisfaction. Talkdesk holds the belief that superior customer experiences begin with AI. Talkdesk offers an integrated suite on one platform, including Talkdesk CX Cloud, Talkdesk Industry Experience Clouds, and Talkdesk Phone, ensuring a unified and smooth customer experience journey.
Talkdesk CX Cloud merges enterprise-level scalability with user-friendly simplicity, offering unprecedented benefits such as speed, agility, reliability, and security. In addition to their primary CX Cloud, they also provide Talkdesk Industry Experience Clouds™, tailor-made to address the requirements of specific vertical sectors for enhanced customer experience and industry-relevant business outcomes. Talkdesk supports innovative businesses across 95 countries.
Talkdesk is focused on 50 to 500 agents, which captures the vast majority of typical contact centers. They will go as low as 10 agents and can scale well above 2,500.
Talkdesks ideal customer profile includes:
- Inbound/hybrid customer service call center
- Phone is a main channel for supporting customers
- Looking for a flexible, cloud solution
- Requires integrations with cloud CRMs, help desks, or other business applications
- Growing, scaling organization
- Distributed or seasonal work forces
- Outbound sales teams with basic dialer requirements
Talkdesk Features
- AI apps that automate customer self-service, empower agents, mitigate fraud, and operationalize AI.
- Provide a high-quality digital self-service customer experience with virtual agent assistance
- Omnichannel engagement across every voice and digital channel
- Workforce engagement and management features
- Employee collaboration
- Customer experience analytics
Pros and Cons of Talkdesk
Pros:
- Attendance Visualizer: Understand where your team is at and what they are working on.
- Custom Dashboards: Easy to manipulate for the information you want access to
- UI is good
- Great support
Cons:
- Sometimes freezes
- Talkdesk statuses are not always reliable. An agent might see Available on the widget but be in Away on the Dashboard
- Option for text message
Sprinkler
Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform allows enterprises to listen to, reach, and engage with their customers on over 30 channels.
90% of customers want immediate responses to their questions, but most contact centers cant keep up. Sprinklr Service is a purpose-built Contact Center as a Service (CCaas) that ensures you and your agents can offer frictionless support. It scales customer service across 30+ digital and traditional channels including voice with self-service systems, AI bots, and one unified view of the customer.
From day 1, Sprinklr was designed and built with a universal, omnichannel perspective in mind. Recognized by Forrester as the leader in social media and Notable Vendor in the CCaaS space. Being AI-first means Sprinklr will provide a personalized AI algorithm based on industry, language and common vocabulary. Sprinklrs AI models have been trained since 2009 with over 10 billion predictions per day. This will enable our clients to analyze 100% of customer conversations (voice & digital) and categorize these with +80% of accuracy (F1 score and similar).
Sprinkler Features
Sprinklr Social Care:
Channel accessibility – 24+ channels | Channel-partnerships
Language support – 100+ global & regional languages
Proactive Care : The ability to listen in real time and provide proactive care to reduce churn with actionable insights
AI Modeling – Built for unstructured data, Highly accurate 500+ verticalized AI models
Sprinklr Digital Care:
Most comprehensive live chat solution in market : 100+ customisable features available out-of-the-box
Ease of installation on website/app & integrated with Contact Center Technology
Industry-specific blueprints & use case libraries : 400+ verticalized use cases , resulting in 3x faster Time to Market
Comprehensive messaging channels support : 10+ global & regional channels
Contact Center AI:
Modernize Legacy Tech – Integrate with your existing contact center setup due to our modular AI architecture
90%+ AI accuracy with custom trained models – AI models are trained on customer data to ensure high accuracies
20-30% Cost effectiveness & higher reliability due to inhouse AI models
Time to Market is 2x faster due to 500+ verticalized AI models
Language & channel coverage – 80+ languages | 24+ channels
Unified CCAAS:
Omnichannel : Architectural advantage to be truly omni-channel meaning – single case across channels, seamless switch and complete context
AI First Platform : AI first approach to bring in better self serve and higher agent efficiency, while being channel agnostic
Customisable Agent desktop : Purpose-built console for the needs of the agents with Guided Flows, Customer 360, realtime AI assistance & more
Integrations: OOTB Integrations with external systems to get all relevant information for personalization, self service, single agent screen etc
Faster TTV : Go live in 6 weeks with ability to build complex workflows from UI without need for code change
Pros and Cons of Spinkler
Pros:
-
Is very adaptable and customizable.
- Very easy to use.
- Is an all-in-one service platform.
Cons:
-
Expensive but can worth it in the long run
- Social listening not as advanced
Choosing the Right Cloud Contact Center Software
The decision to implement cloud contact center software is a significant step towards enhancing your customer service. However, selecting the right software can be a daunting task given the multitude of options available.
Factors to Consider
Firstly, consider your business needs and objectives. Are you a small business looking for basic functionality to manage customer interactions, or a large enterprise seeking robust features such as AI-driven analytics, multi-channel support, or advanced reporting? Different software solutions offer varied capabilities, and understanding your business requirements can guide you towards a solution that best fits your needs.
Next, take into account your budget. Cloud contact center software is typically priced on a per-user basis and can vary greatly depending on the features you choose. Look for software that fits within your budget, but also consider the value it brings. A slightly more expensive software might offer more features, better reliability, or superior customer support, justifying the extra cost.
Finally, evaluate the software’s ease of use and flexibility. Your teams should be able to use the software easily, and it should be able to grow and adapt with your business. Look for solutions that offer user-friendly interfaces, comprehensive training, and robust customer support. Also consider the software’s integration capabilities. A good cloud contact center software should be able to integrate smoothly with other software you’re using, such as your CRM or sales platform.
Conclusion
Choosing the right cloud contact center software is about aligning the solution with your business needs, budget, and long-term strategy. Remember, the goal is to enhance your customer service, so prioritize the features that will most effectively achieve that.
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