Contact centers aren’t just support lines anymore, they’re battlegrounds for customer satisfaction, loyalty, and brand impact. That’s why choosing the top CCaaS providers – the innovators delivering intuitive contact center as a service experiences, is so important.
These vendors are building agile, scalable systems that combine AI-powered intelligence, omnichannel engagement, and even UC and workforce management capabilities into a single ecosystem. But with so many options to choose from, enterprise buyers can struggle to pinpoint the systems that solve real problems, and drive measurable outcomes for their teams.
We created this guide, drawing insights from our incredible CCaaS marketplace, to give you a straightforward, objective overview of some of the biggest players on the market.
Tune in, and by the end, you’ll have a crisp view of the top CCaaS platforms you actually need on your shortlist.
The Top CCaaS Providers
The Top CCaaS Providers Upgrading CX in 2025
Demand for cloud-based contact center solutions continues to grow, particularly as businesses search for more agile ways to consolidate technology, tap into AI, and adapt to changing customer expectations. The question is which platform is best for you?
Below, we’ve curated the leading top CCaaS providers shaping the market in 2025. Each profile dives into the vendor’s fresh innovations, enterprise-grade strengths, and how they integrate with unified communications and automation best practices. These are the platforms your CX, IT, and procurement teams should be evaluating:
8×8
8×8 has a clear goal: give organizations a unified platform so they don’t juggle five apps just to serve one customer. Today you get calls, video, chat, and contact centre all under one roof, powered by their sleek Agent Workspace. Agents see smart call summaries, enjoy background noise suppression, and get inline tips powered by AI “Agent Boost”.
Supervisors aren’t left behind, real-time dashboards tie together call quality, volume, customer sentiment, and coaching opportunities. Where 8×8 really stands out is in how globally aware it is: local numbers, telecom compliance, and service presence in over 50 countries. Their ML-driven “Global Reach” ensures call quality remains consistent across distributed teams.
8×8 continues to expand integrations with leading CRM and collaboration apps. open APIs let you build custom SMS, chat, or system integrations without rewiring the stack. Combine all that with the seamless tie between contact centre and 8×8 Work (their UCaaS suite), and you’ve got an environment where agents flow between customer calls and internal meetings fast.
Amazon Web Services
Amazon reinvented the contact centre with Amazon Connect, but in 2025 it’s getting a generational leap. The newly announced Next‑Gen Connect brings built-in AI across every stage: self-service IVR, agent assist, analytics, and even outbound campaigns. All enabled with a single-click, pay-as-you-go model that includes “all-you-can-eat AI” pricing, so you don’t get charged separately for AI usage, just your channel volume.
As one of the top CCaaS providers, AWS is going big on AI support across channels, and exceptional integrations. You get Amazon Lex bots, Contact Lens sentiment analysis, Amazon Q for real-time agent aid, and a unified Data Lake with insights to drive continuous improvement. Agents see smart prompts; supervisors get contact categorization by intent and sentiment with zero code.
It’s cloud-native, cost-efficient, and powerful, with endless scalability, and the option to easily connect your existing tools, unified communication stacks, and more.
Avaya
Avaya’s Infinity Platform is a bold reset for CCaaS aimed squarely at the enterprise market. In April 2025, Avaya launched this cloud-first platform to lay the groundwork for “connection centers” that stitch together chat, voice, SMS, and backend systems into a unified, intelligence-driven engagement fabric. The architecture-first hybrid approach stands out.
Built on Kubernetes, Infinity runs on-prem, in public clouds (Azure, AWS, GCP), or in a hybrid model, so regulated organizations don’t have to compromise on compliance or performance. Avaya’s system supports advanced AI-powered orchestration with routing, sentiment analysis, post-call automation, and features no-code tools for business teams to tweak workflows.
For existing Avaya customers. Agents can continue using their Aura/Aura Elite voice systems while layering on new omnichannel workflows and intelligent analytics. AI-agnostic orchestration also lets you add your own models to the ecosystem.
Cisco
Global technology company Cisco offers everything from networking tools, to communication hardware, and unified communication platforms to business leaders. Companies have various options to choose from, including the Webex Contact Center, which offers access to a fully customizable and intelligent platform, combining flexibility with reliability.
Like many of the top CCaaS providers, Cisco focuses heavily on AI, with an assistant that offers agents real-time guidance, automated call summaries, and sentiment-based responses to improve faster resolution and agent focus. It even nudges agents to take breaks based on emotional cues—aimed at combating burnout.
Behind the scenes, the AI Assistant captures dropped-call context and builds structured topic analytics to help supervisors identify trends. On top of all that, Cisco’s CCaaS solutions are fully omnichannel, globally scalable, and packed with enterprise-grade security features.
Content Guru
Combining next-generation AI technology with intuitive tools for contact center management and optimization, Content Guru delivers CCaaS solutions to over 60 countries worldwide. Solutions like the storm contact center enable companies to interact with consumers on any channel, and improve conversations with in-depth data insights and analytics.
With uptime guaranteed at 99.999% and a reputation for powering emergency services and large retail operations globally, storm is built for scale and reliability. Add brain AI, and you get a generative‑AI orchestration layer that auto-documents, summarises, and routes customer inquiries, no coding required. It even runs predictive analytics across customer contact flows.
Agents work from a single omni‑channel desktop (voice, SMS, WhatsApp, web chat) with contextual data every step of the way. Supervisors can tweak journey logic on the fly using no-code orchestration tools, too. Plus, Content Guru promises endless scalability.
Enghouse Interactive
Helping companies of all sizes to digitally transform their customer experience strategy, Enghouse Interactive offers a flexible variety of contact center solutions. The company’s cloud contact center offering includes support for omnichannel contextual service, with web chat, video, and voice in one environment. Plus, it also supports messaging and SMS channels.
As one of the top CCaaS providers, Enghouse Interactive offers highly scalable and flexible technologies. AI is embedded throughout, offering automated quality management, conversational analytics, voice biometrics, and intelligent IVR systems. All of this is underpinned by open‑standards architecture for deep CRM and UCaaS integrations.
With streamlined migration from legacy systems like Mitel and a portfolio that includes workforce management, secure recording, and video collaboration, it’s a compelling choice for enterprises seeking a future‑proof, flexible contact centre.
Five9
Five9 has positioned itself as a champion of the human-centric contact centre, balancing AI smarts with real-world empathy. The Intelligent CX Platform got a major boost at CCW 2025 with the launch of fully “agentic” AI agents, which they reason, take action, and know when to invite in a human touch.
Recognized as one of the top CCaaS providers by various industry analysts, Five9 makes it easier for businesses to build the customer experience strategy that works for them. There are low-code tools, endless integrations, intelligent workflows, and an optional workforce engagement suite.
Companies can even build their own AI experiences, with a comprehensive GenAI studio, insights into AI trust and governance, and performance management tools. Whether you’re scaling to global CX operations or experimenting with autonomous agents, Five9 delivers versatility and empathy in equal measure.
Genesys
Genesys is building the gold-standard for all-in-one contact center platforms, enhanced by AI. In 2025, the company released over 150 new AI features, covering everything from real-time agent assist, to emotion analytics that track more than 700 million empathy moments. Beyond AI, companies gain access to customer journey management, and low-code automation tools.
The cloud architecture and open platform makes it easier to tie in integrations for crucial tools like Salesforce, ServiceNow, and Microsoft Teams. Companies can also manage customer journeys across every channel, from email and phone, to social media.
To enhance employee experience, Genesys offers a full suite of workforce engagement management tools, combining speech and text analytics with quality assurance, gamification, workforce forecasting, scheduling and more.
Intermedia
Cloud communications company Intermedia produces various business tools for internal and external communications. The Intermedia contact center offering features all of the core components of a CCaaS solution, from call queuing, to smart routing, and omnichannel management. Companies can also integrate the solution with Unite to combine UCaaS and CCaaS technologies.
Plus, you can connect the CCaaS offering with tools like Microsoft Teams, Dynamics 365, Salesforce, and Google Workspace. Real-time dashboards, quality scoring, and callbacks elevate frontline performance. Like many top CCaaS providers, Intermedia is investing in AI, for in-depth interaction insights and self-service solutions.
Another big bonus of Intermedia’s technology is that it’s built with a security-first mindset. The Triple Shield security system aligns user access management, with end-to-end encryption, and a team of experts focused on constant intrusion and threat detection.
NICE
NICE is quickly become a heavyweight in AI-first contact centre experiences, and 2025 marks its most compelling chapter yet. The expanded CXone suite now includes SmartAssist, powered by Amelia, which offers intelligent virtual agents, guided self-service, and live agent assistance, all wrapped into one platform.
The NICE MPower suite fuses Copilot, Autopilot, and Actions, delivering what they call the first “CX-aware AI platform.” Its generative AI capabilities craft human-like responses, automate routine tasks, and integrate knowledge management seamlessly.
In day-to-day use, agents benefit from in-context summaries, sentiment-aware prompts, and a unified desktop that supports voice, chat, email, and SMS. Supervisors gain proactive coaching insights and quality assurance powered by AI listening to 100% of interactions .NICE clients also benefit from flexible deployment options, like the “EU Sovereign” option for organizations worried about data privacy.
RingCentral
RingCentral’s RingCX continues its transformation into a truly enterprise-class CCaaS suite. At the center of its evolution is RingSense, an AI engine that powers agent assistance, quality management, and journey analytics across more than 20 channels, from voice and chat to social messaging.
Agents now get real-time conversational suggestions powered by their knowledge base, reducing handle times and errors. Supervisors get a richer view: trends, sentiment, and team workload, all in one unified dashboard . RingCX also works seamlessly with RingEx, enabling agents to escalate calls to internal collaborators without leaving the console .
Plus, there are 120+ integrations and 500+ APIs available to help connect mis-aligned technology stacks. With unlimited domestic minutes and a 99.999% uptime promise, RingCX is a competitive top CCaaS platform choice for global, budget-conscious buyers who still want top-tier AI tools and reliability.
UJET
UJET sets itself apart by redefining CX for the mobile-first customer with in-app, visual IVR, intelligent routing, and agent assist, all in one CCaaS+WFM platform. Agents get smart routing based on real-time context, CRM data plus visual inputs like photos, and handle voice or chat directly in-app. With features like Agent Assist, sentiment analysis, and workflow automation, UJET helps agents help customers faster.
The platform even sidesteps storing PII locally, by writing directly back to your CRM, which is a big win for privacy standards and data risk reduction . Their native integration with Google Cloud gives UJET powerful scalability and supports seamless migration from on-premises CC systems.
Like many of the top CCaaS providers, UJET makes integration easy, with seamless connectors for CRM platforms, cloud database environments, and other critical tools.
Vonage
Vonage has steadily been building a robust, AI-powered contact center that’s now fully enterprise-ready. Its Vonage Contact Center (VCC) rolled out three major updates in 2025, including an upgraded Intelligent Workspace, enhanced Customer 360 views, and built-in Agent Assist that offers real-time guidance and sentiment insights.
Behind the scenes, Vonage delivers powerful workflow automation covering ticketing, notifications, and follow-ups, backed by real-time analytics that help managers spot trends and act fast. Companies can take advantage of integrations, as well as flexible APIs and CPaaS solutions, to build the ultimate flexible communication stack.
Vonage also delivers well on all the basics, with global reach, compliant cloud architecture, end-to-end security, and in-depth analytics. There are even EX tools focused on gamification and employee engagement analysis.
Zoom
Zoom has officially expanded far beyond meetings and calls. Its Contact Center now showcases full agentic AI capabilities enhanced analytics, and no-code automation tailored for contact center workflows. The AI Companion offers dynamic agent scripts, suggested answers pulled from knowledge bases, and smart note-taking, so agents stay sharp and efficient during live interactions
Equipped with real-time quality scoring and analytics, supervisors gain visibility like never before. And agents get CTI click-to-call, live transcription, and screen-prompted cues, all inside a single desktop experience.
Zoom’s big advantage is that it seamlessly links CCaaS with Phone, Meetings, Chat, and other Workplace tools minimizing integration headaches if you’re already Zoom-first. You can also access a range of integrations for other data storage and CRM tools.
Transform CX with the Top CCaaS Providers for 2025
The contact centre has become more than just a customer service channel. It’s a vital touchpoint for every business that wants to stay competitive, connected, and truly customer-centric.
The Top CCaaS providers we’ve covered here are all driving transformation in different ways. Some with AI agents that think for themselves, others with hybrid models tailored to global compliance. Many with tight integration into UCaaS and productivity ecosystems.
If you’re still struggling to find the right contact center solution for your evolving team, we’re here to help you plan the next stage of your transformation journey.
- Discover the latest data: Get exclusive insights into vendor performance, market dynamics, and what’s shaping transformation in 2025 with our research reports.
- Join a community of industry pros: Learn from real-world experiences shared by IT leaders, CX strategists, and decision-makers just like you in our UC Community.
- Test the tech: Meet vendors face-to-face at upcoming UC and CC events, explore demos, and network with peers. Find out what’s next in the CCaaS market.
- Master your buying strategy: From budgeting to deployment, our UC Buyer’s Guide walks you through every step of your procurement journey.
The future of workplace collaboration, customer engagement, and business transformation is being shaped right now. Choosing the right partner from this year’s Top CCaaS providers can unlock new levels of efficiency, satisfaction, and growth. We’re here to help you do exactly that.
