skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


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


  • It is vital that contact centers add new services to ensure that agents can respond to customer inquiries from across web and mobile platforms to make interactions smoother and improve resolution rates.
  • Aside from transforming the payment model from capex to opex, cloud contact centers can typically be deployed faster than those on premise.

Features and Benefits

  • Explains how cloud contact center solutions can help organizations to differentiate.
  • Compares the technical features and customer satisfaction ratings for seven leading cloud contact center vendors.

Key questions answered

  • How is the landscape for cloud contact center solutions evolving?
  • Which cloud contact center products will best meet the requirements of different organizations?
  • What are the most important features to consider when selecting a cloud contact center vendor?

Table of contents


  • Catalyst
  • Ovum view
  • Key findings

Vendor solution selection

  • Inclusion criteria
  • Methodology
  • Ovum ratings

Market and solution analysis

  • Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015–16
  • Market leaders: Genesys, inContact, Interactive Intelligence, and LiveOps
  • Market challengers: 8x8 and Five9
  • Market followers: NewVoiceMedia

Market leaders

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

Vendor analysis

  • 8x8 Virtual Contact Center (Ovum recommendation: Challenger)
  • Aspect Hosted and Zipwire
  • Cisco Hosted Collaboration Solution for Contact Center
  • Five9 Virtual Contact Center (Ovum recommendation: Challenger)
  • Genesys Customer Experience Platform (Ovum recommendation: Leader)
  • inContact Cloud Contact Center (Ovum recommendation: Leader)
  • Interactive Intelligence Communications as a Service (Ovum recommendation: Leader)
  • LiveOps Cloud Contact Center (Ovum recommendation: Leader)
  • NewVoiceMedia ContactWorld (Ovum recommendation: Challenger)
  • Vodafone Contact Centre


  • Methodology
  • Summary scores
  • Further reading
  • Author

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Internet of Things

    IoT Viewpoints 2018

    IoT Viewpoints explore the IoT opportunity in 2018 and beyond. Download our latest e-book to get our newest collection of thought leadership articles on the emerging IoT trends, technologies and opportunities.

    Topics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now