Top 10: Cloud-based contact center software

Updated: August 01, 2023

Cloud contact centers are advanced customer service solutions that operate in the cloud, providing businesses with a flexible and scalable platform to handle inbound and outbound customer interactions. Unlike traditional on-premises contact centers, cloud contact centers offer greater accessibility and mobility, allowing agents to work from anywhere with an internet connection. These centers typically include features like interactive voice response (IVR), automatic call distribution (ACD), call recording, and analytics to optimize call routing and agent performance. With the ability to integrate with customer relationship management (CRM) systems and other business applications, cloud contact centers streamline workflows and provide agents with comprehensive customer information in real-time, enhancing customer experiences and reducing call handling times. The cloud-based model also allows businesses to scale their contact center operations up or down based on demand, ensuring cost-effectiveness and operational efficiency. Cloud contact centers have become essential for businesses seeking to deliver exceptional customer service, improve customer satisfaction, and gain valuable insights into customer interactions for strategic decision-making. Some of the most popular cloud contact centers are listed below.

See also: Top 10 Call Center software

2018. Talkdesk nabs $100M for its smart call centers

Talkdesk, the provider of cloud-based contact center software, has secured $100 million in new funding, leading to a valuation of over $1 billion for the company. Employing artificial intelligence and machine learning, Talkdesk focuses on enhancing customer service and primarily caters to mid-market and enterprise businesses. Notable customers include IBM, Dropbox, Stitch Fix, and Farfetch. With Talkdesk, companies serving a large customer base can ensure that each customer can engage with the company through their preferred communication channel. When a customer contacts the customer service team, agents can access information about the customer's previous purchases, preferences, and past complaints, enabling personalized and efficient assistance.

2018. Vonage acquired cloud-based contact center startup NewVoiceMedia

Vonage, a cloud-based unified communications provider, has completed the acquisition of NewVoiceMedia, a UK startup specializing in cloud-based contact center solutions, for a cash sum of $350 million. This strategic move by Vonage aims to expand its service offerings and increase profit margins across a broader range of value-added IP services. Currently, Vonage provides office phone systems, marketing automation, an existing call center solution, as well as MPLS and other IP services. With the integration of NewVoiceMedia's platform, Vonage will have enhanced capabilities to establish deeper connections with software providers such as Salesforce. This integration is vital to Vonage's approach in selling its services to potential customers. NewVoiceMedia is recognized by Vonage as the largest privately-owned, pure-play, cloud contact center company globally. It boasts approximately 700 customers, primarily consisting of mid- to large-sized enterprises, including prominent names like Adobe, Siemens, Time Inc., FundingCircle, and Rapid7.

2015. Call Center software for SMBs Talkdesk raised $15 million

Talkdesk, a software company specializing in virtual call centers, has recently secured $15 million in funding. Talkdesk's software enables companies to establish call centers where customers can seek assistance and provide feedback. These calls are seamlessly integrated with internal databases like Salesforce and Zendesk, allowing customer service representatives to access relevant caller information and efficiently resolve issues or route customers to the appropriate personnel. When a customer contacts the customer service department and their call is handled through Talkdesk, the software automatically presents the representative with valuable details about the caller. This information may include order specifics, customer spending habits, name, and other pertinent details that facilitate quicker issue resolution.

2010. Cisco to launch a Cloud Platform

In a move that expands their presence in the Enterprise 2.0 arena, Cisco has entered a new realm with the release of their business-oriented tablet. Today, the company announced the introduction of the cloud platform Cisco Hosted Collaboration. This platform, however, has a specific focus—it is designed exclusively for hosting Cisco's solutions, including Cisco Unified Communications, Cisco Telepresence, Cisco Unified Contact Center, and Cisco Quad. Notably, the management of hosted applications will not be handled by customers or Cisco directly, but rather by Cisco's partners. The platform will offer partners a virtualized environment, enabling them to swiftly install multiple application instances on a single server and provide them to multiple customers. This approach not only reduces the cost and duration of implementing Cisco's solutions but also enables partners to offer a subscription model for their services.