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 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

Recommended Articles

  • 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

    2019 Trends to Watch

    AI is an undoubted work in progress. Feeling the impact of AI – from its early days at the dawn of the modern computer, through today and its integration into devices, apps, and the networks that connect them and that we use every day – has been a long time coming.

    Topics 5G AI Smart home IoT Video

  • Consumer & Entertainment Services

    Telco loyalty programs are about more than improving churn

    ByNicole McCormick 07 Mar 2018

    Loyalty programs have long been held as key to indirect monetization for the communications service provider. Upcoming research from Ovum has verified that notion – loyalty schemes improve Net Promoter Scores (NPS – a measure of brand perception) and can help improve churn. They can also lead to net additions growth and can even earn revenues for the operator.


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 8935

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