Consumer & Retail / Customer Service

Contact Center-As-A-Service (CCaaS)

EXECUTION STRENGTHMARKET STRENGTHLEADERHIGHFLIEROUTPERFORMERCHALLENGER

What is Contact Center-As-A-Service (CCaaS)?

These companies offer cloud-based customer service software solutions that route communications from all channels (VoIP, text, live chat, etc.) onto a single platform and offer features such as automatic call distribution (ACD), interactive voice response (IVR), and contact center-focused analytics capabilities.

Selling a product or service?
Reach more buyers.

Your future customers are researching their next tech solution on CB Insights. Make sure they can find you.

Claim your CB Insights Profile

Leaders

Leaders are the most established service providers in the market and possess the breadth to address various customer needs.

See why these companies made it as leaders for Contact Center-As-A-Service (CCaaS). These companies include Genesys.

Genesys logo
Genesys

United States / Founded Year: 1990

Genesys is a provider of customer service and contact center software and services, with a focus on customer experience. Genesys software directs interactions every day, from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized, cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.

Key People

Alec Miloslavsky, Bernard Brabet, Tony Bates, and 2 more

Highfliers

Highfliers are the most innovative service providers in the market and possess the resources to address evolving customer needs.

See why these companies made it as highfliers for Contact Center-As-A-Service (CCaaS). These companies include Dialpad.

Dialpad logo
Dialpad

United States / Founded Year: 2011

Dialpad provides communications for workplaces. The company provides cloud-based voice, messaging, video, and meetings designed to enable companies to connect everyone, be everywhere, and create anything. Dialpad is integrated with Microsoft Office 365, Google Apps for Work, Salesforce and more. Dialpad was founded in 2011 and is based in San Ramon, California.

Known Customers

CareRev, TMC, Cricket Australia, and 1 more

Key People

Craig Walker, Alex Cornell, Jason Yang, and 2 more

Outperformers

Outperformers are the most specialized service providers in the market and possess the expertise to address unique customer needs.

See why these companies made it as outperformers for Contact Center-As-A-Service (CCaaS). These companies include Aircall.

Aircall logo
Aircall

United States / Founded Year: 2014

Aircall is a cloud-based phone system that acts as a business phone and contact center in one. Aircall integrates with the most used CRMs and support tools to empower a team with relevant data. Aircall allows customers to make sales and manage customer relationships on its platform.

Known Customers

Veeqo

Key People

Thibaud Elziere, Jonathan Anguelov, Olivier Pailhes, and 2 more

Challengers

Challengers are the most promising service providers in the market and possess the agility to address emerging customer needs.

See why these companies made it as challengers for Contact Center-As-A-Service (CCaaS). These companies include Ujet.

Ujet logo
Ujet

United States / Founded Year: 2015

Ujet provides a cloud-based and mobile-ready platform that delivers a holistic voice and chat experience across all customer entry points-phone, web, and app. The company's security and mobile SDK enables users to reach support teams from directly within their existing smartphone apps.

Known Customers

MicroCorp, Observe.ai, Telarus

Key People

Anand Janefalkar, Vasili Triant, Dave Bullock

What is Contact Center-As-A-Service (CCaaS)?

These companies offer cloud-based customer service software solutions that route communications from all channels (VoIP, text, live chat, etc.) onto a single platform and offer features such as automatic call distribution (ACD), interactive voice response (IVR), and contact center-focused analytics capabilities.

Selling a product or service?
Reach more buyers.

Your future customers are researching their next tech solution on CB Insights. Make sure they can find you.

Claim your CB Insights Profile