Contact Center Software Comparison
Evaluating contact center providers? We’ve pulled together a detailed comparison of the top contact center software providers. Find out which is the best fit for you.
Select Providers to Compare Features
Evolve IP
8x8
Five9
Fuze
inContact
Mitel
RingCentral
Vonage
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| Gartner Customer Rating | 4.5 | 4.0 | 4.2 | N/A | 4.0 | N/A | N/A | N/A |
| Capterra Customer Ratings | 4.5 | 4 | 4 | N/A | 4 | 3.5 | 4 | 4 |
| G2 Customer Ratings | 4.9 | 3.8 | 3.5 | 3.1 | 3.9 | 3.9 | 3 | 4.3 |
| Compliance | HITRUST HIPAA PCI SOC 2 & 3 | FISMA HIPAA PCI SSAE 16 SOC 2 | HIPAA PCI SOC 2 | HIPAA PCI SSAE 16 SOC 2 | HIPAA PCI SOC 2 | HIPAA PCI | HIPAA PCI SOC 2 | PCI |
| Datacenters | USA, UK, Netherlands,Australia | USA, Canada, UK, Netherlands, Brazil, Singapore, Australia, Hong Kong | USA, UK and Netherlands | USA, Netherlands, Germany, UK, Brazil, Hong Kong, Sydney, Singapore | USA, UK, Germany, Hong Kong, Philipines | US, Canada, UK, Australia | US, Canada, UK,Singapore, Brazil & Japan coming soon | US & Canada |
| Strengths | 25% less expensive than other contact center providers | 8x8 can provide both CCaaS and UCaaS functionality natively | Five9 uses inContact's platform for contact center | MPLS & QoS over its network | Strong brand recognition | Easy configuration and set-up | Revenue growth of more than 30% | User-friendly |
| Weaknesses | Evolve IP does not have a strong brand presence internationally | UCaaS & CCaaS are poorly integrated, poor call quality & reliability | According to Gartner, “Five9 has less experience in supporting large contact centers as compared to other vendors listed in the MQ" | OTT only, Limited UC softphone capabilities and extremely high customer churn | According to Gartner, customers are frustrated with inContact's Poor Account Management quality. Also,they are 30-40% higher than Evolve IP's per seat cost | Mitel products are not interoperable with each other | Poor QoS and Support documentation | Intermittent outages and quality issues |
| CRM Integrations | MS Dynamics NetSuite Oracle Salesforce SugarCRM Zendesk | MS Dynamics NetSuite Open CRM APIs Salesforce Zendesk | Calabrio CSI MS Dynamics NetSuite NICE Oracle Salesforce SugarCRM Velocify Verint Zendesk | MS Dynamics NetSuite NICE Oracle Salesforce SugarCRM Velocify Zendesk | MS Dynamics NetSuite Open API Oracle Salesforce SugarCRM Zendesk | Google Voice Property Voice MS Dynamics MS SfB Salesforce SugarCRM Zendesk | MS Dynamics NetSuite Open API Oracle Salesforce SugarCRM Zendesk | MS Dynamics NetSuite Oracle Salesforce SugarCRM Zendesk Zoho |
| Gartner Magic Quadrant | Included | Included | Included | N/A | Included | N/A | N/A | N/A |
| Platform | Proprietary | Proprietary | Proprietary | Proprietary & Third-party | Proprietary | Proprietary | Third-party | Third-party |
| Company Type | Mid-Market Small Enterprise Mid-Enterprise Large Enterprise | Mid-Market Small Enterprise Mid-Enterprise | Mid-Market Small Enterprise Mid-Enterprise Large Enterprise | Mid-Market Small Enterprise Mid-Enterprise Large Enterprise | Mid-Market Small Enterprise Mid-Enterprise Large Enterprise | SMB Mid-Market Small Enterprise Mid-Enterprise Large Enterprise | Mid-Market Small Enterprise Mid-Enterprise Large Enterprise | Mid-Market Small Enterprise Mid-Enterprise Large Enterprise |
| Average Customer Size | 100 - 2,000 seats | 150 seats | 100 seats | 50 seats | 200 seats | N/A | 200 seats | 35 seats |
| Industry Focus | Healthcare Financial Insurance Veterinary Manufacturing Legal | BPO Consumer Financial Services Healthcare Technology | BPO Consumer/Retail Financial Services Healthcare Technology | BPO Consumer Financial Services Healthcare Technology | BPO Consumer/Retail Financial Services Healthcare Technology | Healthcare Hospitality Manufactuting Property Manag. Sports/Media | BPO Consumer/Retail Financial Services Healthcare Technology | Consumer Financial Services Healthcare Retail Technology |
| Locations | NA Europe Asia/Pac | NA Europe Asia/Pac | NA LATAM Europe Middle East | NA Europe | NA LATAM EMEA Asia/Pac | NA Europe Australia | NA LATAM EMEA Asia/Pac | NA Europe |
| Other Cloud Solutions | Unified Communications, IP Phone Systems, Disaster Recovery, Virtual Desktops, Networks, Infrastructure, Identity Management | Unified Communications, IP Phone Systems | Unified Communications, IP Phone Systems | Unified Communications, IP Phone Systems | Unified Communications, IP Phone Systems | Unified Communications, IP Phone Systems | Unified Communications, IP Phone Systems | Unified Communications, IP Phone Systems |
| Integrated UCaaS & CCaaS | Yes | Yes | No | No | No | No | No | No |
