Contact Center as a Service - Midmarket (CCaaS) Providers

Contact Center as a Service - Midmarket

What is Contact Center as a Service - Midmarket Providers?

Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows organizations to utilize a provider’s software to administer incoming support, or inquiries from consumers in a hosted, subscription model.

Common Features

  • Multi Channel Intake Integration
  • Multi Channel Queue Management
  • Call Scripting and Call Flow Management
  • Screen Prompts
  • Workforce Management
  • Contact Center Analytics
  • Knowledge Management
  • Skills Based Routing
  • Call Recording
  • Contact Center Compliance Management
  • Ticket Management

Top Contact Center as a Service - Midmarket (CCaaS) Providers

2024 Data Quadrant Awards

2023 Emotional Footprint Awards

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Data Quadrant Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards highlight software products that excel in terms of features, vendor capabilities, and customer relationships, earning them the highest overall rankings.

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Emotional Footprint Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards shine a spotlight on software vendors who excel in crafting and nurturing strong customer relationships.

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Products: 10
Next Award: Jun 2025

Top Contact Center as a Service - Midmarket Providers 2024

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Composite Score
8.5 /10
CX Score
8.6 /10

UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers

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Pros

  • Performance Enhancing
  • Enables Productivity
  • Client Friendly Policies
  • Altruistic
Badge Winner
Badge Winner
Composite Score
8.4 /10
CX Score
8.3 /10

Integrated with Nextiva Phone System and the latest generative AI technology, Nextiva Contact Center enables organizations to engage with customers across channels and gives agents the nimble collaboration tools they need to increase first call resolution and improve customer satisfaction.

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Pros

  • Helps Innovate
  • Enables Productivity
  • Acts with Integrity
  • Reliable
Badge Winner
CloudTalk

CloudTalk

Composite Score
8.3 /10
CX Score
8.4 /10

With CloudTalk, you can deliver exceptional customer support to your clients. Whether you employ several busy agents or handle phone calls rather rarely, CloudTalk will fully adapt to your needs and size of your business. The only thing you need is internet access. Integration into your existing helpdesk, e-commerce or CRM solutions, international phone numbers and many other features of a first-class call center will make your work more efficient and boost satisfaction of your clients.

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Pros

  • Respectful
  • Trustworthy
  • Efficient Service
  • Caring
Badge Winner
Composite Score
7.8 /10
CX Score
7.7 /10

Flex delivers what you need to run an enterprise contact center out-of-the-box. Deploy and customize discrete components to match your exact business needs without deciding between build or buy.

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Pros

  • Unique Features
  • Respectful
  • Acts with Integrity
  • Efficient Service
Badge Winner
Aircall Inc

Aircall

Composite Score
7.8 /10
CX Score
7.8 /10

Call center software made for modern teams. No technical consultants or complex gadgets required. A computer, a headset, and an internet connection are all you need to start talking today.

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Pros

  • Fair
  • Friendly Negotiation
  • Reliable
  • Performance Enhancing
ComputerTalk incorporated

ice Contact Center​

Composite Score
7.7 /10
CX Score
8.1 /10

Save time by efficiently handling different methods of communication on one platform including voice, email, web chat, IM, SMS, video, and social media. Users no longer have to manage inquiries from different channels on multiple pieces of software. More importantly, customers can contact you using their preferred communication channel.

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Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Efficient Service
Badge Winner
Badge Winner
Composite Score
7.6 /10
CX Score
7.9 /10

Dialpad Ai Contact Center is the inbound call center that enables agents to deliver personalized support at scale. With real-time coaching that offers up answers on demand plus native integrations to help desks and ticketing systems, your agents have a single place to focus, troubleshoot, and resolve.

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Pros

  • Trustworthy
  • Fair
  • Transparent
  • Reliable
Composite Score
7.5 /10
CX Score
7.3 /10

Put the customer at the center of everything you do without breaking a sweat—anywhere in the world. Our powerful cloud-based call center software is extremely flexible, quick to deploy and simple to use.

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Pros

  • Respectful
  • Client Friendly Policies
  • Fair
  • Altruistic
Badge Winner
Badge Winner
Composite Score
7.3 /10
CX Score
7.8 /10

Transform communications inside and outside your organization with Vonage contact centers. For companies using Salesforce, our Salesforce contact center solution (formerly NewVoiceMedia) provides full integration for great customer and agent experiences. We've also got other cloud contact center options for any business size or need.

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Pros

  • Trustworthy
  • Fair
  • Effective Service
  • Caring

Products below are ineligible for awards due to insufficient recent reviews

Composite Score
8.5 /10
CX Score
8.5 /10

Customized, robust and agile CCaaS solutions that meet your customers’ needs

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing