Contact center platforms for enterprise buyers
Asked as “contact center platform”, and as “cloud contact center software (CCaaS)”, on behalf of an enterprise B2B company. 53 first choices recorded across the direct, paraphrase, budget and scale prompts, fourteen models each. Added to the October 2026 Edition on October 4, 2026; its answers are read by the distilled judge (ai-indexes-judge-qwen3-14b-run3), not the claude-opus-5 judge of the earlier categories: how the two compare.
Standing · first-choice share
55%
Clear leader
55Genesys Cloud CX15NICE CXone04Amazon Connect26others
55% of first choices, clear leader.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment; they sit side by side and are never added together.
The standing
Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all fourteen models, for an enterprise B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrant
Show the three products at 0%, ordered by negative rate
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.
All twenty-eight head-to-head pages: the top eight products, each against each
Five9 vs LiveAgentFive9 vs Genesys Cloud CXFive9 vs NICE CXoneFive9 vs Amazon ConnectTalkdesk vs CloudTalkTalkdesk vs Dialpad Ai Contact CenterTalkdesk vs LiveAgentTalkdesk vs Genesys Cloud CXTalkdesk vs NICE CXoneTalkdesk vs Amazon ConnectCloudTalk vs Dialpad Ai Contact CenterCloudTalk vs LiveAgentCloudTalk vs Genesys Cloud CXCloudTalk vs NICE CXoneCloudTalk vs Amazon ConnectDialpad Ai Contact Center vs LiveAgentDialpad Ai Contact Center vs Genesys Cloud CXDialpad Ai Contact Center vs NICE CXoneDialpad Ai Contact Center vs Amazon ConnectLiveAgent vs Genesys Cloud CXLiveAgent vs NICE CXoneLiveAgent vs Amazon ConnectGenesys Cloud CX vs NICE CXoneGenesys Cloud CX vs Amazon ConnectNICE CXone vs Amazon Connect
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
03
04
05
06
07
08
09Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative70%
Key
01Genesys Cloud CX55%
Genesys Cloud CX55%02NICE CXone15%
NICE CXone15%03Amazon Connect4%
Amazon Connect4%04Salesforce Service Cloud4%
Salesforce Service Cloud4%05Talkdesk2%
Talkdesk2%06Zendesk Contact Center2%
Zendesk Contact Center2%07Five90%
Five90%08Cisco Webex Contact Center0%
Cisco Webex Contact Center0%09Twilio Flex0%
Twilio Flex0%What they warned about
Four of fourteen models held their first choice under the paraphrase. Claude Haiku 4.5, GPT-5.4 mini, Grok 4.1 Fast, Mistral Small, DeepSeek V4 Flash, Llama 4 Maverick, Qwen 3.7 Flash, Kimi K2, MiniMax M2.5 and Muse Glimmer 30B changed. 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.
Amazon Connect24%
10 of 42 labels negative · 8 of 14 models · 3 hard negative
“Pay-per-use (~$0.018/min voice)—unpredictable for high-volume/large teams.” Grok 4.1 Fast, budget prompt
Aircall86%
6 of 7 labels negative · 6 of 14 models · 5 hard negative
“platforms that are consistently flagged as a poor fit are the ones built first for SMB / mid-market sales teams... Aircall – marketed as a cloud phone system and is repeatedly described as best for small to medium businesses” Muse Glimmer 30B, negative prompt
Five912%
7 of 59 labels negative · 6 of 14 models · 3 hard negative
“here are platforms that warrant caution or avoidance for large enterprise deployments: ... **Five9** ... **Financial instability**” MiniMax M2.5, negative prompt
NICE CXone10%
6 of 59 labels negative · 6 of 14 models · 1 hard negative
“One Reddit user specifically warned: "Avoid Nice CXOne like the plague"” MiniMax M2.5, negative prompt
What they cite
Citations exist only for the models that return a source list: fourteen of the fourteen in this edition, and all six flagship models on the expanded tier.
Sites the answers cite
78 of 84 answers in this category came back with a source list, from 14 of 14 models: citations where the model returns them, or the search results it consulted. 1163 links across 268 sites, every framing counted. Ranked by the number of answers carrying the site or page. None of the 252 answers across every segment cited this index's own page for the category.
vendor site · Nextiva51 answers · 84 citations · 12 models
31 answers · 54 citations · 12 models
vendor site · CloudTalk30 answers · 38 citations · 11 models
vendor site · JustCall29 answers · 39 citations · 10 models
vendor site · RingCentral25 answers · 38 citations · 11 models
vendor site · Genesys22 answers · 33 citations · 11 models
22 answers · 22 citations · 11 models
vendor site · Zendesk21 answers · 27 citations · 8 models
20 answers · 28 citations · 11 models
vendor site · Aloware16 answers · 16 citations · 9 models
vendor site · Sobot15 answers · 23 citations · 8 models
vendor site · Zoom15 answers · 22 citations · 8 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.
36 answers · 11 models
19 answers · 9 models
19 answers · 9 models
18 answers · 9 models
16 answers · 9 models
16 answers · 10 models
13 answers · 6 models
12 answers · 9 models
12 answers · 8 models
12 answers · 9 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 |
|---|---|---|---|---|---|---|---|---|
| Genesys Cloud CX genesys.com | 55% | 212 | 590 | 23 | 60,178 | $216,000 | 79 | |
| NICE nice.com NICE CXone 15% | 15% | 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 | |
| Salesforce parent site Salesforce Service Cloud 4% | 4% | 199 | 550,000 | 60,632 | ||||
| Zoom zoom.com Zoom Contact Center 4% | 4% | 30 | 3,350,000 | 120,299 | 2,795,648 company | $4,064 | 47 | 8 |
| RingCentral ringcentral.com RingCentral Events 2%, RingCentral RingCX 2%, RingCentral Contact Center 0% | 4% | 166 | 110,000 | 3,419 | 9,737,061 company | $3,711 | 120 | 6 |
| Talkdesk talkdesk.com | 2% | 187 | 8,100 | 245 | 72,323 | $50 | 22 | |
| Zendesk zendesk.com Zendesk Contact Center 2% | 2% | 32 | 74,000 | 3,566 | 5,365,445 company | $16,181 | 63 | |
| Amazon parent site Amazon Connect Customer 2% | 2% | 2 | 151,000,000 | 1,380,939 | ||||
| Five9 five9.com Five9 Intelligent Cloud Contact Center Platform 2%, Five9 0% | 2% | 199 | 27,100 | 677 | 183,461 | $1,178 | 120 |
Google's top ten for the two searches hold 15 sites; 3 of them are among the sites the models cited here (cloudtalk.io, 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 an enterprise B2B company?”Paraphrase“Which cloud contact center software (CCaaS) would you recommend to a large B2B company with thousands of employees?”Comparative“What are the top enterprise-grade contact center platforms and how do they differ?”Budget-constrained“What is the best contact center platform for a large company that needs predictable total cost across thousands of users?”Scale-constrained“We are a 5,000 person company with SSO, SOC 2 and procurement review requirements evaluating a contact center platform. What should we look at?”Negative“Which contact center platforms should a large enterprise avoid or be cautious about?”
Claude Haiku 4.5no first choiceGenesys Cloud CX, NICE CXoneChangedagainst: TalkdeskNICE CXoneRingCentral RingCXagainst: NICE CXoneno first choiceagainst: 8×8 Contact Center, Genesys Cloud CX, NICE CXone Mpower, Talkdesk
Two alternatives
Five9, Salesforce Service CloudFive alternatives
Amazon Connect, Five9, Genesys Cloud CX, Salesforce Service Cloud, TalkdeskOne alternative
Genesys Cloud CXGPT-5.4 miniAmazon Connect Customer, Genesys Cloud CXGenesys Cloud CXChangedGenesys Cloud CX, NICE CXoneZendesk Contact Centerno first choicenothing named
Two alternatives
Five9, NICE CXoneTwo alternatives
Five9, NICE CXoneSix alternatives
Amazon Connect, Cisco Webex Contact Center, Five9, Sprinklr Service, Talkdesk, Twilio FlexOne alternative
Genesys Cloud CXGemini 3.5 FlashGenesys Cloud CXGenesys Cloud CXHeldGenesys Cloud CXGenesys Cloud CXagainst: Amazon ConnectGenesys Cloud CXagainst: 8x8, Aircall, Avaya Aura, Dialpad Ai Contact Center, Freshdesk Contact Center, Legacy Cisco, Microsoft Teams-only CCaaS, Mitel, Twilio Flex, Zoom Contact Center
Five alternatives
Amazon Connect, Five9, Microsoft Dynamics 365 Contact Center, Talkdesk, Zoom Contact CenterThree alternatives
Amazon Connect, Five9, NICE CXoneFive alternatives
Amazon Connect, Five9, NICE CXone, Talkdesk, Zoom Contact CenterOne alternative
NICE CXoneFour alternatives
Amazon Connect, Five9, NICE CXone, TalkdeskPerplexity SonarGenesys Cloud CXGenesys Cloud CXHeldGenesys Cloud CX, NICE CXoneGenesys Cloud CXagainst: Avaya OneCloud, Dialpad Ai Contact Centerno first choiceagainst: Amazon Connect, Avaya Infinity, Cisco Webex Contact Center, Five9, Mitel, Talkdesk, Zendesk Contact Center
Four alternatives
NICE CXone, Salesforce Service Cloud, ServiceNow Customer Service Management, Webex Contact CenterFour alternatives
Amazon Connect, Cisco Webex Contact Center, Five9, NICE CXoneSix alternatives
Amazon Connect, Cisco Webex Contact Center, Five9, Salesforce Service Cloud, Twilio Flex, Zendesk Contact CenterThree alternatives
Five9, Salesforce Service Cloud, Zendesk Contact CenterGrok 4.1 FastNICE CXoneGenesys Cloud CXChangedGenesys Cloud CX, NICE CXoneGenesys Cloud CXagainst: 8x8, Amazon Connect, Dialpad Ai Contact Center, Nextiva, Talkdesk, Zoom Webinarsno first choiceagainst: 8x8, Aircall, Avaya Infinity, Cisco/Webex, Five9, Freshdesk Contact Center, RingCentral Contact Center, Zendesk Contact Center
Three alternatives
Amazon Connect, Five9, Genesys Cloud CXThree alternatives
Amazon Connect, Five9, NICE CXoneThree alternatives
Amazon Web Services, Five9, TalkdeskTwo alternatives
Five9, NICE CXoneMistral SmallFive9 Intelligent Cloud Contact Center Platform, Genesys Cloud CXno first choiceChangedGenesys Cloud CXGenesys Cloud CX, NICE CXoneagainst: Dialpad Ai Contact Center, Nextivano first choiceagainst: Aircall, Amazon Connect, Five9, Nextiva, Talkdesk
Two alternatives
Nextiva, TalkdeskThree alternatives
Five9, NICE CXone, TalkdeskDeepSeek V4 FlashGenesys Cloud CX, NICE CXoneGenesys Cloud CXChangedGenesys Cloud CX, NICE CXoneRingCXagainst: 8x8, Amazon Connect, Five9, NICE CXoneno first choiceagainst: Amazon Connect, Cisco Webex, RingCentral Events, Zoom Webinarsagainst: 8x8 Contact Center, Google, Microsoft Dynamics 365 Contact Center, Oracle Service Cloud, Zoom Contact Center, legacy Avaya, legacy Cisco P-CE
Three alternatives
Amazon Connect, Five9, TalkdeskTwo alternatives
Five9, NICE CXoneSix alternatives
8x8 Contact Center, Amazon Connect, Cisco Webex Contact Center, Five9, Talkdesk, Twilio FlexOne alternative
Genesys Cloud CXLlama 4 Maverickno first choiceRingCentral EventsChangedno first choiceno first choiceno first choicenothing named
Two alternatives
Aircall, TalkdeskQwen 3.7 FlashGenesys Cloud CXGenesys Cloud CX, NICE CXoneChangedagainst: Amazon ConnectGenesys Cloud CXagainst: Zendesk Contact CenterMicrosoft Teams Voiceagainst: Amazon Connectno first choiceagainst: Avaya Infinity, Five9, NICE CXone, Pure Chat, Talkdesk, Zendesk Contact Center
Two alternatives
Five9, TalkdeskOne alternative
Five9Three alternatives
Five9, NICE CXone, TalkdeskTwo alternatives
Cisco Webex Contact Center, Genesys Cloud CXKimi K2NICE CXone, Salesforce Service CloudGenesys Cloud CXChangedGenesys Cloud CXagainst: Avaya Experience PlatformAmazon Connectno first choiceagainst: Amazon Connectagainst: Aircall, CloudTalk, RingCentral RingCX, Talkdesk, Zoom Contact Center
Three alternatives
Five9, Genesys Cloud CX, TalkdeskFour alternatives
Amazon Connect, Avaya Infinity, Five9, NICE CXoneFive alternatives
Amazon Connect, Cisco Webex Contact Center, Five9, NICE CXone, TalkdeskThree alternatives
Avaya Infinity, Genesys Cloud CX, Twilio FlexGLM 4.7 FlashXGenesys Cloud CXGenesys Cloud CXHeldGenesys Cloud CXNICE CXone Mpowerno first choiceagainst: Aircall, Amazon Connect, Convoso, Dialpad Ai Contact Center, NICE CXone, Salesforce Service Cloud
Three alternatives
Five9, NICE CXone, TalkdeskThree alternatives
Five9, NICE CXone, TalkdeskSix alternatives
Amazon Connect, Five9, NICE CXone, Talkdesk, Twilio Flex, Zendesk Contact CenterThree alternatives
Amazon Connect, Genesys Cloud CX, Zendesk Contact CenterMiniMax M2.5Amazon Connect, Genesys Cloud CX, Salesforce Service CloudGenesys Cloud CX, NICE CXoneChangedGenesys Cloud CXZoom Contact Centeragainst: Five9, Genesys Cloud CXno first choiceagainst: Five9, Genesys Cloud CX, Google Contact Center AI, NICE CXone
Two alternatives
Cisco Unified Contact Center Enterprise, Microsoft Dynamics 365 Customer ServiceThree alternatives
RingCentral Contact Center, Talkdesk CX Cloud / Customer Experience Automation, Twilio FlexFive alternatives
Amazon Connect, Cisco Webex Contact Center, Five9, NICE CXone, TalkdeskTwo alternatives
NICE CXone, TalkdeskGPT-6 LunaGenesys Cloud CXGenesys Cloud CXHeldGenesys Cloud CX, NICE CXoneGenesys Cloud CXno first choiceagainst: Agentforce Contact Center, Cisco, Salesforce Contact Center with Amazon Connect
Three alternatives
Amazon Connect, Five9, NICE CXoneFour alternatives
Amazon Connect, Five9, NICE CXone, Webex Contact CenterSeven alternatives
Amazon Connect, Cisco Webex Contact Center, Five9, Salesforce Agentforce Contact Center, Talkdesk, Twilio Flex, Zoom Contact CenterTwo alternatives
Five9, TalkdeskMuse Glimmer 30BGenesys Cloud CX, NICE CXone, TalkdeskGenesys Cloud CXChangedGenesys Cloud CXGenesys Cloud CX, Nextiva, Zoom Contact Centeragainst: NICE CXoneno first choiceagainst: 8x8, Aircall, Cisco Unified Contact Center Express, CloudTalk, Ringover, Salesforce Service Cloud
Two alternatives
Five9, Salesforce Service CloudOne alternative
NICE CXoneFive alternatives
Avaya Experience Platform, Cisco Webex Contact Center, Five9, NICE CXone, TalkdeskBold 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
Eighty-four rows: every prompt, every model, every answer.
| Prompt | Model | Version string | Time (UTC) | Searched | Sources | Latency |
|---|---|---|---|---|---|---|
| Direct recommendation | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-04 22:14 | no | 0 | 5 s |
| Direct recommendation | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-05 00:05 | yes | 3 | 7 s |
| Direct recommendation | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-04 22:48 | yes | 16 | 29 s |
| Direct recommendation | Perplexity Sonar | sonar | 2026-10-05 00:08 | yes | 19 | 3 s |
| Direct recommendation | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-05 00:19 | yes | 25 | 9 s |
| Direct recommendation | Mistral Small | mistral/mistral-small via mistral | 2026-10-05 00:32 | yes | 11 | 7 s |
| Direct recommendation | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-05 00:31 | yes | 21 | 52 s |
| Direct recommendation | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-04 22:47 | yes | 5 | 2 s |
| Direct recommendation | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-05 00:49 | yes | 10 | 26 s |
| Direct recommendation | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-05 00:57 | yes | 15 | 24 s |
| Direct recommendation | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-05 00:44 | yes | 25 | 193 s |
| Direct recommendation | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-04 23:39 | no | 0 | 9 s |
| Direct recommendation | GPT-6 Luna | gpt-6-luna | 2026-10-05 01:01 | yes | 5 | 21 s |
| Direct recommendation | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-04 22:37 | yes | 22 | 24 s |
| Paraphrase | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-04 23:10 | yes | 9 | 8 s |
| Paraphrase | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-04 22:57 | yes | 3 | 5 s |
| Paraphrase | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-04 23:01 | yes | 9 | 23 s |
| Paraphrase | Perplexity Sonar | sonar | 2026-10-05 00:45 | yes | 17 | 3 s |
| Paraphrase | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-05 00:24 | yes | 22 | 9 s |
| Paraphrase | Mistral Small | mistral/mistral-small via mistral | 2026-10-05 00:44 | no | 0 | 3 s |
| Paraphrase | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-05 00:56 | yes | 24 | 52 s |
| Paraphrase | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-05 00:44 | yes | 5 | 2 s |
| Paraphrase | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-04 23:36 | yes | 12 | 43 s |
| Paraphrase | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-05 00:48 | yes | 20 | 23 s |
| Paraphrase | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-05 00:28 | yes | 13 | 69 s |
| Paraphrase | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-05 00:56 | yes | 13 | 34 s |
| Paraphrase | GPT-6 Luna | gpt-6-luna | 2026-10-04 22:44 | yes | 5 | 15 s |
| Paraphrase | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-05 00:46 | yes | 23 | 29 s |
| Comparative | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-05 00:20 | yes | 9 | 9 s |
| Comparative | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-04 23:10 | yes | 3 | 7 s |
| Comparative | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-04 23:24 | yes | 18 | 27 s |
| Comparative | Perplexity Sonar | sonar | 2026-10-04 23:26 | yes | 18 | 5 s |
| Comparative | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-04 23:21 | yes | 25 | 10 s |
| Comparative | Mistral Small | mistral/mistral-small via mistral | 2026-10-04 22:35 | yes | 17 | 11 s |
| Comparative | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-04 23:10 | yes | 24 | 60 s |
| Comparative | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-05 00:09 | yes | 5 | 2 s |
| Comparative | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-05 00:30 | yes | 10 | 30 s |
| Comparative | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-05 00:12 | yes | 24 | 29 s |
| Comparative | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-04 23:35 | yes | 23 | 71 s |
| Comparative | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-05 00:08 | yes | 10 | 17 s |
| Comparative | GPT-6 Luna | gpt-6-luna | 2026-10-05 00:35 | yes | 9 | 43 s |
| Comparative | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-04 23:15 | yes | 25 | 33 s |
| Budget constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-05 00:54 | yes | 19 | 9 s |
| Budget constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-04 22:44 | yes | 2 | 5 s |
| Budget constrained | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-04 23:20 | yes | 17 | 25 s |
| Budget constrained | Perplexity Sonar | sonar | 2026-10-04 23:15 | yes | 17 | 5 s |
| Budget constrained | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-04 23:36 | yes | 21 | 10 s |
| Budget constrained | Mistral Small | mistral/mistral-small via mistral | 2026-10-05 00:10 | yes | 5 | 4 s |
| Budget constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-04 23:31 | yes | 25 | 27 s |
| Budget constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-04 22:35 | yes | 5 | 2 s |
| Budget constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-05 00:38 | no | 0 | 27 s |
| Budget constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-04 22:48 | yes | 25 | 29 s |
| Budget constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-04 22:57 | yes | 14 | 46 s |
| Budget constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-04 23:53 | yes | 21 | 43 s |
| Budget constrained | GPT-6 Luna | gpt-6-luna | 2026-10-05 00:43 | yes | 2 | 9 s |
| Budget constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-04 23:03 | yes | 14 | 21 s |
| Scale constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-05 00:47 | yes | 18 | 12 s |
| Scale constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-04 22:34 | yes | 2 | 9 s |
| Scale constrained | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-04 23:38 | yes | 6 | 24 s |
| Scale constrained | Perplexity Sonar | sonar | 2026-10-05 00:12 | yes | 19 | 6 s |
| Scale constrained | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-04 22:16 | yes | 20 | 11 s |
| Scale constrained | Mistral Small | mistral/mistral-small via mistral | 2026-10-04 23:28 | no | 0 | 9 s |
| Scale constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-05 00:23 | yes | 25 | 64 s |
| Scale constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-04 22:50 | yes | 5 | 3 s |
| Scale constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-04 22:29 | no | 0 | 29 s |
| Scale constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-04 23:53 | yes | 24 | 32 s |
| Scale constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-05 01:00 | yes | 20 | 53 s |
| Scale constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-05 00:45 | yes | 5 | 26 s |
| Scale constrained | GPT-6 Luna | gpt-6-luna | 2026-10-04 23:19 | yes | 4 | 32 s |
| Scale constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-05 00:27 | yes | 24 | 41 s |
| Negative framing | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-04 22:56 | yes | 18 | 9 s |
| Negative framing | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-04 23:00 | yes | 1 | 6 s |
| Negative framing | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-04 22:23 | yes | 21 | 32 s |
| Negative framing | Perplexity Sonar | sonar | 2026-10-04 22:23 | yes | 20 | 4 s |
| Negative framing | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-04 22:31 | yes | 23 | 11 s |
| Negative framing | Mistral Small | mistral/mistral-small via mistral | 2026-10-04 22:29 | yes | 19 | 10 s |
| Negative framing | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-04 23:25 | yes | 25 | 64 s |
| Negative framing | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-04 22:11 | yes | 5 | 2 s |
| Negative framing | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-04 23:48 | yes | 10 | 44 s |
| Negative framing | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-05 00:55 | yes | 23 | 21 s |
| Negative framing | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-05 00:24 | yes | 20 | 80 s |
| Negative framing | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-04 23:01 | yes | 21 | 40 s |
| Negative framing | GPT-6 Luna | gpt-6-luna | 2026-10-04 22:26 | yes | 4 | 27 s |
| Negative framing | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-05 00:53 | yes | 22 | 28 s |
Normalization in this category
Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.
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Category-scoped readings
Avaya read as Avaya Infinity
Avaya (Cloud or On-Premise) read as Avaya Infinity
Dialpad read as Dialpad Ai Contact Center
Genesys 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 (Sunshine/Contact Center) read as Zendesk Contact Center
Unresolved, counted raw
AWS Connect
Agentforce Contact Center
Amazon Web Services (AWS)
Avaya OneCloud
Cisco
Cisco Contact Center
Cisco Contact Center Express/Webex Contact Center
Cisco Unified Contact Center Express
Cisco Webex CC
Cisco/Webex
Genesys Cloud Private Edition
Google
Google Contact Center AI (now Customer Engagement Suite)
Legacy Cisco
Microsoft Teams Voice
Microsoft Teams-only CCaaS
NICE Systems
Salesforce Agentforce Contact Center
Salesforce Contact Center with Amazon Connect
Salesforce Service Cloud Einstein
Talkdesk CX Cloud / Customer Experience Automation
legacy Avaya
legacy Cisco P-CE
Discontinued, still offered
No shut-down product was recommended here.