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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.

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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

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