2024 proved a big year for many of the top contact center vendors, with lots of AI innovation.
Now, as 2025 approaches, more brands are leveraging AI to improve customer, employee, and business outcomes.
However, as that trend is luring more contact centers to the cloud, there is more competition amongst vendors, with lots of market entrants.
Recognizing this, providers are considering: which vendor will give me the most effective solutions, support, and resources to ensure ongoing success?
As such, CX Today has assessed the burgeoning contact center landscape to present a comprehensive market map of leading contact center vendors.
These vendors, which are also featured in the contact center marketplace, include:
- 8×8
- AWS
- Avaya
- Cisco
- Content Guru
- Enghouse Interactive
- Evolve IP
- Five9
- Genesys
- Microsoft
- NICE
- Odigo
- Puzzel
- RingCentral
- Salesforce
- Sprinklr
- Talkdesk
- Twilio
- UJET
- Vonage
- Zoom
8×8
8×8 is a visionary contact center vendor, as evident in how it became the first to integrate UCaaS and CCaaS. It also proved one of the first tech providers to adopt cloud-based strategies for contact centers.
Realizing visions can be extremely complex, and 8×8 has endured turnover in its c-suite. Yet, current CEO Sam Wilson has heightened the company’s focus on execution.
In doing so, 8×8 has aligned itself closely with the Microsoft Teams ecosystem, which has helped further its market positioning in recent years.
Don’t expect this to change in 2025, as 8×8 continues to double down on its core competence, bring its CPaaS capabilities further into the fold, and further engage with the midmarket.
AWS
What started as a journey to build its own contact solution has developed into a fast-growing solution that can be used ‘out-of-the-box’ or custom-built.
AWS continues to be one to watch across 2025 because it helps to meet two core buyers in the field: those who want to buy contact center solutions out-of-the-box and those who want a highly customized solution as well.
In addition, Amazon using this solution across its 70,000-agent contact center allows for a strong testbed for any innovation to come from AWS.
The refinement of capabilities before release builds trust in the vendor, an excellent trait in a competitive environment.
Avaya
Bankruptcy is the keyword on most search engine results for Avaya as they continue to shrug off financial woes and manage significant layoffs.
Avaya’s approach seems to fixate on retaining existing enterprise customers. This focus on aligning resources with its core base will continue throughout 2025 and beyond.
Excelling at slow transitions to the cloud may enable the vendor to achieve this aim, as large enterprises have several cautions about migrating.
Yet, this objective to support top-tier clients will likely mean sacrificing midmarket, on-premise customers to other vendors.
Cisco
The integration of Cisco’s CCaaS and CPaaS solutions will help the vendor in moving many of its large legacy base to the cloud.
After all, it allows many of these larger customers to replicate custom integrations in the cloud, minimizing some of that migratory strife.
Indeed, Cisco can link more seamlessly to point-of-sale, ERP, and in-house solutions, going beyond the typical CRM integrations.
In addition to this, Cisco also aims to differentiate itself with its deep, adjacent security and networking portfolio – alongside its employee-serving technologies.
Content Guru
Content Guru has developed a reputation for moving high-complexity, on-premise contact centers to the cloud, a testament to the robustness and resilience of its offering.
The vendor is also one of a minority that has obtained a FedRAMP designation from the US Government and – at the time of writing – is the sole vendor to achieve its high impact “In Process” designation.
Achieving the highest impact level certifies Content Guru’s ability to protect the most highly sensitive data within government cloud environments.
Finally, many customers across verified review sites – like Gartner Peer Insights and G2 – commend Content Guru for its strong support services and user experience.
Enghouse Interactive
Taking a different approach to the likes of AWS, Enghouse has predominantly focused on growing its portfolio by acquiring other companies.
Consequently, it has the advantage of offering a broad suite of contact center solutions.
Such an approach is appealing to enterprise customers who appreciate the safety of a large portfolio of new solutions to draw from, including everything from workforce engagement management (WEM) to unified communications (UC).
With this depth, Enghouse has established a stronghold in the public sector, as well as in healthcare and financial services.
Evolve IP
Evolve IP embeds itself into the broader customer experience environment thanks to its broad integration strategy.
Its adaptability to other solutions – across the UC and CRM space especially – will benefit enterprises already set up on other cloud-based systems.
Interestingly, Evolve IP also aspires to differentiate through voice of the customer (VoC), with advanced customer survey and reporting features.
Finally, it also offers customizable tools for agents and supervisors and solutions tailored for the mobile workforce.
Five9
As an early advocate for CCaaS, Five9 has developed a significant market presence and trust in its brand.
Also, in 2024, it offered several product releases that underlined its credentials to lead the contact center AI wave.
Consider its GenAI Studio as an example. It allows enterprises to tailor prompts and add custom large language models (LLMs) to power specific use cases across its CCaaS platform.
Now, expect Five9 to focus on execution and supporting its customers so they can see value in these powerful innovations.
Genesys
Genesys has done a sterling job of migrating existing enterprises onto the cloud through playbooks and sharing best processes as a support service
The top line for this vendor in 2025 is: don’t expect anything radical unless it spins off and becomes an IPO.
That said, one key area for differentiation is its close working relationship with Salesforce and ServiceNow. These collaborations have allowed the vendor to position itself ahead of the curve in terms of CRM-CCaaS integrations.
Lastly, Genesys ticks off most items on enterprise’ shopping lists, thanks to its long history in the space, deep ecosystem, and strong reference customers.
Microsoft
Microsoft finally made its big CCaaS move last year with the launch of the Dynamics 365 Contact Center, its “copilot-first” platform.
The offering is attractive to current users of Microsoft’s CRM solution: Dynamics 365 Customer Service, with copilot helping to pull the platforms together and unify the service environment.
Yet, Microsoft undoubtedly wishes to reach a bigger audience in 2025, and bringing agentic AI into the space is its most compelling tactic.
Indeed, it’s already planning to add two native AI agents to the platform, which will work together to auto-analyze customer conversations and auto-generate knowledge content.
Google can offer contact centers cloud-hosting and first-party AI, two capabilities that could help bring its customers better control costs and enable original innovation.
Also, while it doesn’t make much noise about its CCaaS solution – the Google Contact Center AI Platform – it offers many forward-thinking features.
For instance, its CRM-centric design, multi-region cloud capability, and Kubernetes cloud-native foundation are all attractive features.
Moreover, given its broad install base, Google is winning enterprise deals without putting its foot on the marketing peddle.
NICE
Neck-and-neck with Genesys, NICE leads the CCaaS market in terms of revenues.
Key to this is the vendor’s early move to embrace CCaaS, its aggressive use of AI, and numerous success stories that help prove its ROI.
Couple this with its gold-standard WEM, and it’s no surprise NICE is at the forefront of various industry research reports, including the Gartner Magic Quadrant and Forrester Wave.
Additionally, NICE has lots of different adjacent solutions, such as robotic process automation (RPA), compliance, and UCaaS tools, which are adjacent to the contact center market.
This means that they can replace a lot of different solutions when they enter a contact center and converge the customer service environment.
Odigo
Amongst the most notorious contact center vendors in Europe, Odigo popped onto the CCaaS scene by spinning out of Capgemini.
Having kept close ties, Odigo can leverage Capgemini’s various subsets of CX expertise to offer enterprises deep consulting services that may aid their transformations.
Alongside this differentiator, Odigo provides robust contact center capabilities, covering all the key pillars of CCaaS.
Additionally, it aims to develop software that integrates seamlessly with the existing digital toolkits of business leaders.
Puzzel
Like Odigo, Puzzel is an established Europe-first contact center vendor that strives to differentiate by being a close transformation partner.
Its optimization program ensures that it’s not one of those providers that implement a solution and then walk away. That continuous support is massive.
Additionally, Puzzel is expanding beyond the core facets of CCaaS with various other solutions like sales intelligence systems for insights into revenue opportunities and digital engagement.
Lastly, Puzzel’s ecosystem is continually evolving, with features like the “Customer Hub” for managing customer journeys and “Customer Insights” for advanced reporting.
RingCentral
Since the release of the Ring CX contact center solution, RingCentral has leaned further into its vision of becoming the communication layer across an enterprise, including contact centers.
Indeed, by combining the CCaaS solution on one platform with its UCaaS and conversational intelligence offerings, it bridges the contact center and the broader business.
Moreover, the vendor still offers the RingCentral Contact Center, in partnership with NICE, an offering targeted at large enterprises.
As RingCX remains in its infancy, RingCentral can ensure it meets the needs of all companies, from SMBs to the most complex of organizations.
Salesforce
The Salesforce Contact Center is little more than a routing engine layered over its Service Cloud CRM application.
So, why does it feature on this list? Because Service Cloud is an incredibly powerful solution, especially when placed within the broader Salesforce ecosystem.
Indeed, with Agentforce bringing autonomous AI agents into that ecosystem, contact centers have the opportunity to automate much more of what they do.
Also across the Salesforce portfolio are solutions like Slack, MuleSoft, and Tableau, which can all add value to a contact center operation.
Sprinklr
With its legacy of being the social media provider for many enterprises, Sprinklr’s aggressive move into the contact center and conversational AI space has garnered significant attention.
From digital twin agents that replicate human agents to advanced VoC features, it’s not a vendor that avoids nudging the innovation needle, either.
Looking to build on the momentum created from securing deals with companies like BT and Deutsche Telecom, this vendor will likely see further developments in 2025.
As it does so, expect Sprinklr to bolster its focus on execution, especially after naming Rory Read as its new CEO, someone with a deep understanding of the contact center space.
Talkdesk
Talkdesk is very big on sector-specific solutions, packaging individual clouds with oven-ready workflows and AI tuned specifically for that industry.
The vendor is also focused on supporting highly customized CX environments, with a Talkdesk Embed module allowing businesses to place their core functionalities within a tailored CX environment.
Finally, expect the vendor to keep bringing new AI innovations to the table, with its CTO coming in 2024 from UiPath, and bringing a lot of original ideas to the table.
Such ideas are evident in its Talkdesk Navigator and Mood Insights solutions.
Twilio
Similar to AWS, Twilio first released its CCaaS platform – Flex – as a set of building blocks for contact centers to develop unique operations for companies’ specific needs.
However, with the company somewhat sidetracked by its massive Segment acquisition, Flex hasn’t enjoyed the same growth as Amazon Connect.
Thankfully, the company has pivoted recently and now again appears more intent on making its mark across the contact center space.
Indeed, last year, it pulled Flex into the same business unit as its CPaaS solutions, which will support its development.
More generally, the fusion between CCaaS and CPaaS is a fascinating trend to watch.
UJET
UJET has taken a unique approach to contact centers. Its CCaaS solution is smartphone-oriented, as it believes contacting customer service should feel no different from messaging a friend or family member on WhatsApp or calling them.
Despite having developed this architecture years ago, the approach remains unique within the contact center space.
UJET also allows users to orchestrate the ideal experience for each significant reason customers reach out to the business, blending various types of AI.
Finally, the vendor has a close relationship with Google, equipping it with early access to the latest AI models and accelerating its innovation curve.
Vonage
Vonage is another vendor merging CPaaS and CCaaS. In its case, the vendor can leverage the vast networks and 5G capability of Ericsson, its parent company. As such, Vonage differentiates in its mobility.
Additionally, it has an impressive partnership ecosystem. Its close ties to Salesforce are notable, yet – more differentiative – is its co-innovation relationship with SAP, another large enterprise CRM provider.
Finally, Vonage made a savvy move in 2024 to launch a new intelligent contact center workplace that embeds critical third-party apps and better enables AI.
Zoom
Zoom is a relative newcomer to the contact center sphere, yet has fast established a deep install base of 1,250+ customers.
Much of that business stems from customers within its broader base and reputation for delivering easy-to-use software. However, it also comes as Zoom has developed a rapid innovation cycle.
Despite the excitement surrounding the vendor, the product, as of 2025, seems to have more appeal to the midmarket than to larger enterprises. Yet, it does have 20,000+ seat customers.
Overall, 2025 will most likely be a year of Zoom coming into its own, defining its vision for the contact center of tomorrow, and offering something more unique.
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