Customer Support

The Top 10 Cloud Contact Center Solutions

Explore the Top 10 Cloud Contact Center Solutions designed to enhance customer interactions and streamline contact center operations. Explore features including advanced communication tools, omnichannel support, and analytics capabilities.

The Top 10 Cloud Contact Center Solutions include:
  • 1. 8x8 Contact Center
  • 2. AWS Connect
  • 3. Avaya Experience Platform
  • 4. Cisco Webex Contact Center
  • 5. CloudTalk
  • 6. Dialpad Ai Contact Center
  • 7. Five9 Contact Center Software
  • 8. Genesys Cloud Call Centre Software
  • 9. NICE CXone
  • 10. Talkdesk CX Cloud

Cloud contact center solutions enable businesses to manage their customer service inquiries from any location, across the internet. Hosted on cloud servers, cloud contact centers function as the main hub for all customer interactions across various platforms, including phone calls, email, social media, and live chat. When a customer contacts the business, the solution’s intelligent routing assigns the inquiry to the most appropriate agent, decreasing waiting times and increasing customer satisfaction. If the customer has interacted with the business previously, the solution can retrieve previous communication records, providing an overview of the customer’s profile and history to the agent.

By utilizing AI, automation, and analytics, cloud contact centers enable customer service teams to provide a superior customer experience quickly, seamlessly, and in real time. In addition to enhancing customer satisfaction, they enable more efficient data management, reduce operational costs, and offer a high level of security. They also facilitate team collaboration and performance monitoring of customer service agents by providing managers with real-time analytics that can help them identify areas of strength and those that need improvement.

In this article, we’ll explore the top cloud contact center solutions designed to enhance customer interactions and streamline contact center operations. We’ll highlight the key use cases and features of each solution, including communication tools, analytics, integrations with other business tools, security functionality, and scalability.

8x8 Logo

8×8’s Contact Center is a secure cloud contact center that helps businesses improve customer engagement, workforce collaboration, and operational effectiveness. Leveraging the 8×8 eXperience Communications as a Service (XCaaS) platform, the 8×8 Contact Center simplifies how businesses interact and collaborate with personnel both inside and outside of the organization.

With the 8×8 Contact Center, businesses can interact with their customers from any location, at any time. The solution supports work from any location, facilitating collaboration between team members and experts. 8×8’s Contact Center is designed for simplicity and reliability, with easy configuration changes and a 99.999% SLA across the contact center and business communications. With built-in geo-redundancy, high system availability is also guaranteed. One of the solution’s key features is its intuitive user interface, which streamlines the management of all customer interactions. Another key benefit is the platform’s analytics capabilities, which include fully integrated quality management and interaction analytics, allowing real-time supervision of teams; interaction analytics tools for supervisors, allowing them to identify areas for potential improvement; and robust call monitoring and resolution reporting that assist in ensuring business metrics are met.

Regarding security, 8×8 ensures data privacy, helps maintain compliance, and minimizes risks in accordance with industry rules and regulations. Overall, the 8×8 Contact Center helps businesses design better customer experiences with AI-powered analytics and self-service options, as well as enhancing performance with intuitive, design-led applications.

8x8 Logo
AWS Logo

AWS Connect is an AI-enhanced customer experience solution provided by AWS. It works to enrich the productivity of contact center agents using Amazon Q, an AI-driven assistant that automatically identifies customer problems. It also provides agents with context-based customer information and proposed responses for faster issue resolution.

In terms of management and performance improvement, Amazon Connect employs AI-based analytics that enables supervisors to monitor and address aspects of customer experience, contact center operations, and agent performance. Managers have immediate access to real-time insights from customer interactions, enabling them to identify necessary coaching for agents, forecast contact volumes for optimal staffing, and make the most efficient use of agent resources. All these contribute to improved customer satisfaction, cost reduction, and the overall enhancement of contact center operations.

AWS Connect also enables businesses to create an effortless omnichannel experience with the help of AI-powered chatbots that enable natural and intuitive self-service in multiple languages. With Amazon Connect, proactive engagement at scale is possible, allowing you to send relevant information (such as appointment reminders) through customers’ preferred channels. The pricing for Amazon Connect is pay-as-you-go, without any minimum monthly fees, long-term commitments, or advance licensing charges. Pricing is solely based on usage—not on peak capacity, the number of agent seats, or maintenance costs.

AWS Logo
Avaya Logo

The Avaya Experience Platform is an innovative cloud contact center solution, designed to provide businesses with a seamless way to deliver customer support. The platform provides a unique hybrid approach, allowing you to use Avaya’s best-in-cloud technologies and incorporate new capabilities without any downtime.

The platform supports management of both inbound and outbound calls whilst enabling connection with customers across various channels. Plus, it provides agents with real-time customer data in a single desktop view. By integrating all forms of communication, Avaya Experience Platform delivers seamless experiences at every customer touchpoint and combines teams, resources, and insights to optimize contact center performance.

The Avaya Experience Platform offers advanced AI tools such as speech analytics and noise removal for clear communication, and attribute-based routing for personalized customer service. It also provides workforce engagement tools for effective supervision and agent support. With automation and self-service options, routine calls can be reduced, offering customers the freedom to choose their preferred service method. The Avaya Experience Platform also incorporates a modern unified WebRTC desktop with a complete view of customer interactions. It reduces the IT and administrative efforts required when adopting cloud technologies, providing a simple, flexible, and secure cloud contact center experience.

Avaya Logo
Cisco Logo

Cisco Webex’s Contact Center is a comprehensive, AI-driven contact center solution. It’s designed to predict customer needs, equip agents with the necessary tools to deliver customer support, and drive business results. The Webex Contact Center enables businesses to effectively communicate with customers by combining proactive messaging with digital self-service and human interactions. This ensures a seamless customer experience across multiple touchpoints.

Cisco’s platform is feature-rich, supporting an array of communication channels including voice, text, email, social media, and various messaging platforms. This versatility means customers can choose their preferred method of communication. The Webex Contact Center leverages customer data and transaction history, equipping agents with key insights about consumer habits and preferences to provide superior customer service. This extends to providing AI capabilities to contact center agents, with features such as real-time coaching and context-aware customer service management that enable agents to address customer needs efficiently. The integration of AI not only enhances customer interaction but also streamlines agent work by providing conversation summaries and real-time transcripts.

The Webex Contact Center is packed with intelligent business insights, allowing companies to analyze every customer interaction and understand customer sentiment, satisfaction, and interaction data. This data can then be leveraged to improve the customer experience and drive business results. Overall, the Webex Contact Center promotes collaboration along with contact management via a single platform, providing a unified experience for users. It is a secure, open, flexible platform that interfaces seamlessly with multiple systems and its robust infrastructure ensures it can scale as business needs evolve.

Cisco Logo
CloudTalk Logo

CloudTalk is a VoIP business phone system developed predominantly for customer service and sales teams. This robust platform houses over 70 integral features and allows for myriad integrations with tools like CRMs and helpdesk software. This wide compatibility allows CloudTalk to effectively gather and centralize all calling data, bringing a bespoke touch to the user’s customer experience.

CloudTalk provides access to advanced artificial intelligence tools, making automatic call transcriptions, summaries, sentiment analytics, and intelligent searching readily available. The platform’s data and analytics capabilities offer immediate access to valuable customer data and call history pre-call. It can also provide post-call insights via comprehensive performance tracking. Aside from these, CloudTalk houses automation features designed to minimize time spent per call. These include workflow automation tools, tailored call routing, and smart dialing options designed to enhance lead conversion rates. The system’s scalability feature enables users to make standard or free calls from local phone numbers in over 160 countries, allowing for considerable flexibility in adapting global workflows.

CloudTalk integrates seamlessly with a range of CRM systems such as HubSpot, Salesforce, and Pipedrive. These integrations allow for real-time data collection and easy accessibility for agents. The platform is straightforward to deploy, and users can benefit from full operation within a few hours. Overall, CloudTalk provides enhanced management over, and optimization of, the customer experience, enabling businesses to expand seamlessly through effective use of CRM and helpdesk tools.

CloudTalk Logo
Dialpad logo

The Dialpad Ai Contact Center is a highly scalable cloud contact center solution, allowing quick addition or removal of contact center agents, managing phone numbers, and more, all without the need for hardware. Dialpad also offers a streamlined process for porting existing numbers.

Dialpad’s solution incorporates industry-leading artificial intelligence technology, Dialpad Ai, which is capable of call transcription in real time, along with sentiment analysis. This provides supervisors with a clear overview of each active call, enabling them to intervene when necessary. Dialpad Ai also offers automatic pop-up real-time assist (RTA) cards during calls when specific keywords are spoken and reduces manual review of call recordings through the use of Ai Scorecards. Additionally, the platform’s Ai Playbooks assist coaches and supervisors in tracking adherence to various sales methodologies. Dialpad’s cloud-based solution is not only cost-effective, but it also integrates with popular customer experience tools and CRM platforms such as Zendesk, HubSpot, Salesforce. The inbuilt Interactive Voice Response (IVR) feature allows for intuitive customer self-service, and call analytics and reporting provide key metrics to optimize the customer journey. This is further enhanced by Dialpad’s native integration with Playvox to provide real-time agent forecasting, quality management, scheduling, and more to improve agent productivity and maintain contact center performance.

The Dialpad Ai Contact Center is device-agnostic, working across iOS, Android, PC, Mac, and web browsers. Overall, we recommend this solution to any organization looking for a unified platform that offers lots of AI-driven capabilities to help improve customer satisfaction and drive productivity.

Dialpad logo
Five9 Logo

Five9’s cloud-based contact center software enables businesses to deliver a seamless customer service experience, bolstering their efficiency and flexibility without incurring hidden costs or undertaking complex upgrades. Five9’s contact center is available via three types of solutions: Inbound, Outbound, and Blended. Five9’s Inbound Cloud Contact Center software optimizes client service through omnichannel routing, while the Outbound capabilities help maintain robust customer communication. The Five9 Blended Contact Center merges the best of both, eliminating technological gaps and delivering an improved, efficient customer experience.

One of the key features of Five9’s Contact Center Software is its ability to integrate the aspects of human service and AI automation for enhanced contact center workforce performance. Practical AI applications such as the Five9 Intelligent Virtual Agent and Agent Assist offer significant productivity increments while reducing costs. Additionally, the platform’s workforce optimization features help improve first-contact resolution and boost conversion rates. Finally, Five9 ensures customer convenience by providing a choice of communication channels. Customers can connect via voice, email, chat, SMS, or social messaging, guaranteeing seamless interaction flows.

Five9 Logo
Genesys Logo

Genesys is a cloud-based call centre solution that aids businesses in managing customer interactions across multiple channels, providing them with unique, personalized experiences. By consolidating conversations across different platforms, Genesys Cloud Call Centre Software caters to customer preferences and business needs, enabling companies to deliver efficient customer service experiences.

Genesys’ software offers inbound and outbound communication features, facilitating easy connections between businesses and customers. It also provides targeted outbound campaigns to elevate customer engagement. The platform’s Voice Services attribute enables comprehensive cloud telephony and contact centre services for customers opting for phone-based support, while its Digital capability focuses on delivering a pleasant digital experience. Genesys also applies AI to power its omnichannel experiences, utilizing bot support and data-based insights. It also supports employee experiences with its unified communication and collaboration feature, offering an enhanced working environment. Workflow Engagement Management (WEM) and Automatic Call Distribution (ACD) further help optimize the team’s performance and productivity.

Finally, the platform’s continuous deployment feature allows Genesys capabilities to scale, expanding your potential for business advancement. Overall, by integrating customer data from different touchpoints, Genesys orchestrates tailored customer experiences and facilitates the transformation of your contact centre into an effective, centralized engagement hub.

Genesys Logo
NICE Logo

NICE CXone is a sophisticated platform designed to provide digital customer service across a multitude of channels. This inclusive platform supports all major mobile and social media messaging apps, thereby allowing businesses to interact with their consumers through their preferred channel. With CXone serving as your single contact center platform, administration becomes much easier, ensuring an encompassing view of all channels and robust analytics across your digital contact center operation.

The CXone platform orchestrates the entire customer journey, offering support for various channels such as phone, chatbots, website experiences, and search engine entry points. Agent experience is enhanced with real-time guidance, knowledge presentation, complaint and quality management, and an effective routing system. Additionally, CXone deploys AI and automation for streamlining interactions and ensuring efficient communications. Another key strength of NICE CXone is the digital self-service options it provides, which include dynamic web help guides, integrated chat experiences, AI-powered virtual agents, and community-sourced support. The workforce management module of this platform also helps in improving employee performance, and scheduling, as well as speech and text analytics.

Finally, CXone features robust data analytics, and reporting capabilities such as sentiment analysis, identification of vulnerable customers, and a unified data layer. With CXone, businesses can deliver comprehensive digital customer service with support for a wide variety of channels and manage their varied digital channels with ease and efficiency.

NICE Logo
Talkdesk Logo

Talkdesk CX Cloud is a cloud-based contact center platform, designed to drive improved customer experiences and outcomes using advanced AI and automation capabilities. The platform consists of a series of AI-powered apps that streamline customer self-service, boost agent performance, counteract fraud, and incorporate AI into daily operations.

Talkdesk’s cloud contact center offering is segmented into various functional divisions. Its Self-Service Experiencefeatures include Voice Virtual Agent and Digital Virtual Agent. Workforce Engagement includes tools for management, interaction recording, quality management, and agent coaching among other things. Their suite of Omnichannel Engagement tools includes options for voice and digital engagement, interaction routing, outbound engagement, and omnichannel feedback. Employee Collaboration provides a business phone system and adaptable communication tools, while Customer Experience Analytics ensures optimal operational awareness with real-time dashboards, business intelligence, and interaction analytics. Featuring plug-and-play pre-configurations for various industries, Talkdesk offers seamless out-of-the-box capability with integrated systems, unique workflows, and industry-specific AI support. The Talkdesk toolset is composed of over 100 different solution offerings in their AppConnect marketplace for rapid integration of additional functionality. Their offering also includes more than 70 pre-built integrations for synergy with existing technology assets, while eight global data centers ensure efficient, uninterrupted service and high-quality calls.

Talkdesk also offers the Talkdesk Builder with a range of development tools including APIs and low/no-code interfaces for customized solutions. The platform has flexible deployment options, is backed by more than 30 security certifications, and ensures data protection through FedRAMP In Process designations, SOC 2 and 3, ISO 27001, and other certifications.

Talkdesk Logo
The Top 10 Cloud Contact Center Solutions