Contact center platforms
Asked as “contact center platform”, and as “cloud contact center software (CCaaS)”, on behalf of a mid-market B2B software company. 56 first choices recorded across the direct, paraphrase, budget and scale prompts, six models each. Added to the September 2026 Edition; its answers are read by the distilled judge (ai-indexes-judge-qwen3-14b), not the claude-opus-5 judge of the earlier categories: how the two compare.
Standing · first-choice share
18%
Contested · CloudTalk 12%
18Five912CloudTalk12Talkdesk57others
18% of first choices, contested.
The standing
Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all six models, for a mid-market B2B software company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrantSince September 2026
04
Dialpad Ai Contact Center9%10%29accepted challengernewNew since September 2026: not ranked then, 9% now.
Dialpad Ai Contact Center9%10%29accepted challengernewNew since September 2026: not ranked then, 9% now.10
Zoom Contact Center2%14%14accepted challengernewNew since September 2026: not ranked then, 2% now.
Zoom Contact Center2%14%14accepted challengernewNew since September 2026: not ranked then, 2% now.Show the two products at 0%, ordered by negative rate
The floor is 12 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one is noise, and both are shown. How the floor is measured
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its product page.
Recommended versus criticized
Every product with at least 10 labels here, on both axes. The 30% line names a quadrant, not the verdict above: that one needs more than 40%.
Criticized challengerCriticized default
Negative label rate →
01
02
0304
05
06
07
08
0910
11
12
13Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative30%
Key
01Five918%
Five918%02Talkdesk12%
Talkdesk12%03CloudTalk12%
CloudTalk12%04Dialpad Ai Contact Center9%
Dialpad Ai Contact Center9%05LiveAgent9%
LiveAgent9%06Genesys Cloud CX7%
Genesys Cloud CX7%07NICE CXone4%
NICE CXone4%08Amazon Connect4%
Amazon Connect4%09Nextiva2%
Nextiva2%10Zoom Contact Center2%
Zoom Contact Center2%11Aircall2%
Aircall2%12RingCentral Events0%
RingCentral Events0%13Twilio Flex0%
Twilio Flex0%What they warned about
A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
NICE CXone26%
9 of 34 labels negative · 9 of 6 models · 6 hard negative
“avoiding the high-ticket enterprise suites like NICE CXone or Genesys (which can easily run $100–$200+ per agent monthly)” Gemini 3.5 Flash, budget prompt
Five918%
9 of 50 labels negative · 9 of 6 models · 2 hard negative
“has accumulated a significant volume of negative feedback in recent years regarding its transition to fully managed services” Qwen 3.7 Flash, negative prompt
Genesys Cloud CX18%
8 of 45 labels negative · 5 of 6 models · 1 hard negative
“avoiding the high-ticket enterprise suites like NICE CXone or Genesys” Gemini 3.5 Flash, budget prompt
8x8 Contact Center
57%
4 of 7 labels negative · 4 of 6 models · 2 hard negative
“its specialized contact center software draws mixed-to-negative reviews for complex deployments” Qwen 3.7 Flash, negative prompt
What they cite
Citations exist only for the models that return a source list: fourteen of the six in this edition.
Sites the answers cite
77 of 84 answers in this category came back with a source list, from 14 of 6 models: citations where the model returns them, or the search results it consulted. 1047 links across 240 sites, every framing counted. Ranked by the number of answers carrying the site or page.
vendor site · Nextiva39 answers · 50 citations · 11 models
vendor site · CloudTalk36 answers · 59 citations · 12 models
vendor site · JustCall32 answers · 34 citations · 9 models
27 answers · 48 citations · 12 models
vendor site · RingCentral24 answers · 34 citations · 13 models
21 answers · 34 citations · 10 models
vendor site · Zoom19 answers · 27 citations · 9 models
18 answers · 19 citations · 9 models
vendor site · Dialpad17 answers · 20 citations · 9 models
16 answers · 19 citations · 7 models
vendor site · Zendesk14 answers · 23 citations · 8 models
vendor site · Genesys14 answers · 14 citations · 9 models
Pages the answers cite
The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.
27 answers · 9 models
19 answers · 9 models
19 answers · 9 models
15 answers · 9 models
15 answers · 9 models
14 answers · 9 models
14 answers · 10 models
13 answers · 7 models
13 answers · 7 models
12 answers · 10 models
Search against answers
Each company's standing in the answers beside its site's footprint in Google search, one row a site: the products the models named on it with their shares, and the share they add up to; monthly searches on Google, and DataForSEO's estimate of AI search demand (modeled from search signals, directional, not a count of queries to any assistant), for the most-searched of the company's and its products' names (the name is in each row's hover text); estimated monthly organic visits to the site; and its best position in Google's top ten for “best contact center platform”, “contact center platform”. US estimates from DataForSEO and Google's Ads Transparency Center. A small company's site, or a mid-sized company's site for its flagship, is marked company; a product on a large parent's site (Google, Microsoft) has no site figures. A column with no figures for this category is left out, and an empty cell means none were seen, not none exist. Two measurements side by side: neither is read as the cause of the other.
| Company and products | Share | Own site cited | Name searches, Google | AI search demand, est. | Organic visits | Paid search a month, est. | Google ads, last 30 days | Best Google position |
|---|---|---|---|---|---|---|---|---|
| Five9 five9.com | 18% | 199 | 27,100 | 677 | 183,461 | $1,178 | 120 | |
| Talkdesk talkdesk.com | 12% | 187 | 8,100 | 245 | 72,323 | $50 | 22 | |
| CloudTalk cloudtalk.io | 12% | 358 | 2,900 | 62 | 95,515 | $1,909 | 119 | 5 |
| Dialpad Connect dialpad.com Dialpad Ai Contact Center 9%, Dialpad Connect 2% | 11% | 81 | 50 | 0 | 6,588,510 | $1,842 | 120 | |
| LiveAgent liveagent.com | 9% | 78 | 1,900 | 33 | 119,763 | 20 | ||
| Genesys Cloud CX genesys.com | 7% | 212 | 590 | 23 | 60,178 | $216,000 | 79 | |
| Freshcaller | 5% | 590 | 7 | |||||
| Freshdesk Contact Center | 5% | |||||||
| NICE nice.com NICE CXone 4% | 4% | 141 | 165,000 | 567,279 | 395,488 company | $697,825 | 77 | |
| Amazon amazon.com Amazon Connect 4% | 4% | 69 | 151,000,000 | 1,380,939 | 1,681,997,879 company | $106,125 | 115 |
Google's top ten for the two searches hold 15 sites; 4 of them are among the sites the models cited here (cloudtalk.io, getvoip.com, ringcentral.com, zoom.com). The first result for “best contact center platform” is thelevel.ai.
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.ShowHide
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ShowHideModelDirect“What is the best contact center platform for a mid-market B2B company?”Paraphrase“Which cloud contact center software (CCaaS) would you recommend to a mid-sized B2B company?”Comparative“What are the top contact center platforms and how do they differ?”Budget-constrained“What is the best contact center platform for a company with a limited budget?”Scale-constrained“We are a 500 person company evaluating a contact center platform. What should we look at?”Negative“Which contact center platforms should I avoid or be cautious about?”
Claude Opus 5no first choiceno first choiceno first choiceno first choiceno first choicenothing named
Claude Opus 4.8no first choiceno first choiceno first choiceno first choiceno first choicenothing named
GPT-6 Astrano first choiceno first choiceno first choiceno first choiceno first choicenothing named
GPT-5.6 Solno first choiceno first choiceno first choiceno first choiceno first choicenothing named
Gemini 3.1 Prono first choiceno first choiceno first choiceno first choiceno first choicenothing named
Perplexity Sonar Prono first choiceno first choiceno first choiceno first choiceno first choicenothing named
Bold is the first choiceAlternatives are counted; the count opens them.What the answer argued against
The record
One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency. Full answer text is in the free responses file. Download the record
Zero rows: every prompt, every model, every answer.
| Prompt | Model | Version string | Time (UTC) | Searched | Sources | Latency |
|---|
Normalization in this category
Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.
ShowHide
Category-scoped readings
Avaya read as Avaya Infinity
Avaya (especially Avaya Contact Center Select/Premier) read as Avaya Infinity
Dialpad read as Dialpad Ai Contact Center
Genesys read as Genesys Cloud CX
Genesys (Genesys Cloud CX) read as Genesys Cloud CX
Microsoft read as Microsoft Dynamics 365 Contact Center
Salesforce read as Salesforce Service Cloud
Salesforce Service Cloud Voice read as Salesforce Service Cloud
Zendesk read as Zendesk Contact Center
Zendesk Suite read as Zendesk Contact Center
Unresolved, counted raw
AVOXI
AWS Amazon Connect
Amazon Web Services (AWS/Amazon Connect)
Amazon Web Services (Amazon Connect)
Avaya Agent for Desktop
Avaya Aura 10.1.x
Avaya Communication Manager (CM) 10.1
Cisco
Cognigy.AI Platform
Elastix
Exotel
Genesys PureConnect
Google
MiVoice Connect (formerly ShoreTel)
MiVoice Office 250
Mitel MiCloud Connect
Mitel MiVoice Connect (on-prem)
RingCentral Engage
Salesforce Voice
Servetel
Twilio
UJET
Vonage APIs
Vonage Business Communications
ZIWO (Cloud Call Center)
Discontinued, still offered
No shut-down product was recommended here.