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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


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