What are our data sources?
We use the data sources on the side for ranking solutions and awarding badges in contact center infrastructure software category. Our data sources in contact center infrastructure software category include;
Contact center infrastructure software helps businesses build the foundation necessary for running a customer contact center, including contact centers through traditional circuit-boards or modern cloud-based and digitized channels.
Contact center infrastructure solutions provide queuing and routing calls, integrating heterogenous communication platforms, interactive voicebots, recording conversations, and outbound contacting for lead generation, among other features.
If you’d like to learn about the ecosystem consisting of Contact Center Infrastructure Software and others, feel free to check AIMultiple Customer Success / Customer Service.
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We use the data sources on the side for ranking solutions and awarding badges in contact center infrastructure software category. Our data sources in contact center infrastructure software category include;
review websites
social media websites
search engine data for branded queries
According to the weighted combination of 7 data sources
Talkdesk
PlayVox
LiveAgent
Lifesize
Twilio
Taking into account the latest metrics outlined below, these are the current contact center infrastructure software market leaders. Market leaders are not the overall leaders since market leadership doesn’t take into account growth rate.
LiveAgent
Talkdesk
Twilio
PlayVox
Lifesize
These are the number of queries on search engines which include the brand name of the solution. Compared to other Customer Success / Customer Service categories, Contact Center Infrastructure Software is more concentrated in terms of top 3 companies’ share of search queries. Top 3 companies receive 59%, 11% more than the average of search queries in this area.
203 employees work for a typical company in this solution category which is 182 more than the number of employees for a typical company in the average solution category.
In most cases, companies need at least 10 employees to serve other businesses with a proven tech product or service. 160 companies with >10 employees are offering contact center infrastructure software. Top 3 products are developed by companies with a total of 400k employees. The largest company building contact center infrastructure software is CapGemini with more than 200,000 employees.
Taking into account the latest metrics outlined below, these are the fastest growing solutions:
Talkdesk
PlayVox
Lifesize
Dialpad
Twilio
We have analyzed reviews published in the last months. These were published in 4 review platforms as well as vendor websites where the vendor had provided a testimonial from a client whom we could connect to a real person.
These solutions have the best combination of high ratings from reviews and number of reviews when we take into account all their recent reviews.
This data is collected from customer reviews for all Contact Center Infrastructure Software companies. The most positive word describing Contact Center Infrastructure Software is “Easy to use” that is used in 13% of the reviews. The most negative one is “Difficult” with which is used in 3.00% of all the Contact Center Infrastructure Software reviews.
According to customer reviews, most common company size for contact center infrastructure software customers is 1-50 Employees. Customers with 1-50 Employees make up 42% of contact center infrastructure software customers. For an average Customer Success / Customer Service solution, customers with 1-50 Employees make up 28% of total customers.
These scores are the average scores collected from customer reviews for all Contact Center Infrastructure Software. Contact Center Infrastructure Software is most positively evaluated in terms of "Ease of Use" but falls behind in "Likelihood to Recommend".
This category was searched on average for 20 times per month on search engines in 2022. This number has increased to 30 in 2023. If we compare with other customer success / customer service solutions, a typical solution was searched 769 times in 2022 and this decreased to 720 in 2023.