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This report reviews several of the leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions and connect with customer and company data through analytics.


  • Cloud solutions are growing in popularity and gaining an increasingly significant share of the market as their feature sets and flexibility begin to duplicate those of legacy premises-based systems. This report will assist in differentiating among vendor products.

Features and Benefits

  • Enables buyers of cloud contact center products to differentiate between vendor offerings.
  • Enables an enterprise to select a cloud contact center solution based on vendor technology, execution, and market impact.

Key questions answered

  • What are the key differentiators to consider in selecting a cloud contact center vendor and product?
  • How do the various vendors of cloud contact centers compare in terms of technology, execution, and market impact?

Table of contents


  • Catalyst
  • Ovum view
  • Key findings

Vendor solution selection

  • Inclusion criteria
  • Exclusion criteria
  • Methodology
  • Ovum ratings

Market and solution analysis

  • Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18
  • Market leaders: Five9, Genesys, NICE inContact
  • Market challengers: Bright Pattern, NewVoiceMedia, Serenova, Talkdesk
  • Market followers: 8x8

Market leaders

  • Market leaders: Technology
  • Market leaders: Execution
  • Market leaders: Market impact

Vendor analysis

  • 8x8 Virtual Contact Center (Ovum recommendation: Follower)
  • Bright Pattern Cloud Contact Center (Ovum recommendation: Challenger)
  • Five9 Virtual Contact Center (Ovum recommendation: Leader)
  • Genesys PureCloud/PureConnect Cloud/PureEngage Cloud (Ovum recommendation: Leader)
  • NewVoiceMedia ContactWorld (Ovum recommendation: Challenger)
  • NICE inContact CXone Cloud Customer Experience Platform (Ovum recommendation: Leader)
  • Serenova CxEngage (Ovum recommendation: Challenger)
  • Talkdesk (Ovum recommendation: Challenger)


  • Methodology
  • Further reading
  • Author

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