6 Best Cloud-Based CCaaS Solutions for Your Business in 2024

With the global CCaaS market projected to surge to USD 7.48 billion by 2027, the demand for cloud-based CCaaS Solutions is at an all-time high. Businesses using CCaaS report a 20-30% cost reduction compared to traditional on-premises contact centers.

This significant cost efficiency, coupled with the flexibility to support remote work, is driving the rapid adoption of cloud deployment for contact centers.

We scoured the market to bring you the top CCaaS solutions, specifically focusing on cloud-related aspects like scalability, security, cost-effectiveness, and more.

Each CCaaS solution has a unique differentiator. Enghouse is loved by its customers for its reliable, uninterrupted service during peak periods, Vonage for contact center and Salesforce gamification, and CloudTalk for ring groups.

Before digging deeper into the solutions, let’s take a look at the factors that must be considered to make an informed selection.

Five Factors to Consider While Selecting Top Cloud CCaaS Solutions

Selecting the right CCaaS solution entails carefully evaluating several critical factors to ensure alignment with organizational needs. For example, prioritizing security certifications for safeguarding sensitive customer data is particularly crucial for enterprises in highly regulated industries like finance or healthcare.

Here are five key considerations for a well-thought-out selection:

1. Scalability and Flexibility

While cloud-based CCaaS solutions are inherently scalable, it is crucial to evaluate how well they can meet your specific growth and adaptability needs. Look for features that facilitate easy user adjustments, demand-based scaling, and seamless integration with other systems. These aspects ensure your investment is future-proof and your resources are optimized as your contact center grows.

2. Security Certifications

Assess the CCaaS provider’s security measures and certifications. Ensure data protection and regulatory compliance with industry standards such as ISO 27001, HIPAA, GDPR, or SOC 2.

3. Pricing Model

Understand the pricing structure of the CCaaS solution, including setup fees, usage charges, and additional features. A clear understanding will help you select a model that aligns better with your business needs.

Some CCaaS solution providers offer lower prices for SMBs that commit to multi-year lock-in periods–an opportunity not to be missed if you are an SMB.

4. SLA

Pay attention to the SLA’s clauses related to cloud capabilities. Look for guarantees on uptime percentage, data availability, disaster recovery measures, and response times for cloud-related issues. Ensure the provider’s procedures for data migration, backup, and recovery align with your business continuity requirements.

5. Advanced Capabilities for WFH Demands

Assess the CCaaS solution’s features tailored to support remote work and WFH demands. Look for functionalities like virtual agents, omnichannel support, collaboration tools, and integrations with remote work platforms. These capabilities enhance productivity and communication efficiency in a distributed work environment.

Our Picks for CCaaS Solutions

“The best form of advertising is a satisfied customer who can’t wait to tell others how great your business is.” — Shep Hyken, Customer Service Expert and Author.

Choosing the right CCaaS solution means partnering with a company that shares your commitment to outstanding customer service—a partner who will support you every step.

Our top picks are companies that understand their customers’ motivations for buying and not buying. This deep insight is what sets them apart.

Here are the solutions we’ve covered:

1. Enghouse CCaaS
2. Vonage Contact Center (VCC)
3. CloudTalk
4. Genesys Cloud CX
5. Sprinklr Service
6. NICE CXone

1. Enghouse CCaaS

Enghouse CCaaS is a cutting-edge contact center platform designed to meet the evolving needs of businesses. This solution allows agents to efficiently handle multiple campaigns for various clients, all from a single interface. It supports a wide range of communication channels, including voice, email, chat, SMS, and social media messaging, ensuring comprehensive customer service.

Additionally, Enghouse CCaaS enhances agent performance with AI-driven insights and includes essential tools for workforce management. The platform also integrates smoothly with CRM systems and Teams communication tools, boosting operational efficiency significantly.

Source: Enghouse

Why Do Customers Love it?

Enghouse Interactive, the company behind Enghouse CCaaS with almost 40 years of industry experience, is known for its reliability (consistently honoring its commitments towards customers, staff, partners, and investors) and choice (unparalleled breadth of CX portfolio) to deliver exceptional customer experiences.

Customers appreciate the high uptime of Enghouse CCaaS, backed by service level agreements (SLAs) and features such as redundancy and failover mechanisms.

Secondly, Enghouse prioritizes security by implementing robust measures to safeguard customer data and ensure compliance with industry regulations, instilling customer trust and confidence.

While Enghouse CCaaS is a cloud-only offering, Enghouse understands that every organization is different and has its own set of challenges and requirements. Therefore, they provide a range of deployment options: on-premise, cloud (private as well as multi-tenant), and hybrid across various contact center solutions.

Enghouse Interactive’s commitment to customization, security, and reliability is further augmented by its extensive network of strategic, technology, and software partners.

These partnerships enable Enghouse to continuously innovate and enhance its offerings, providing customers access to cutting-edge technologies and integrated solutions tailored to their needs.

From industry giants like Amazon AWS and Microsoft, to specialized providers like Salesforce and Creative Virtual, Enghouse’s partnerships ensure customers can access the best-in-class tools and services to optimize their contact center operations.

Pricing

Source: Enghouse CCaaS

When Customers Don’t Choose it?

Enghouse CCaaS might not suit younger businesses with fewer than ten agents or those with a high demand for unlimited internet fax support.

2. Vonage Contact Center (VCC)

Vonage Contact Center is a cloud-based contact center solution that allows agents to enhance customer interactions by providing them with accurate and insightful customer data.

VCC offers features such as CRM integration, omnichannel communication, AI-driven routing, and seamless telephony provider use. Designed for productivity and ease of use, Vonage optimizes team performance and customer satisfaction.

Source: Vonage 

Why Do Customers Love it?

Customers love VCC for its comprehensive features that streamline end-to-end customer support processes. From employee engagement to remote work management, collaboration, and customer analytics, Vonage offers a robust solution.

Its traditional call center features, such as automatic call distribution systems and call recordings, are complemented by intelligent features such as conversation analyzers, virtual assistance, and conversational AI.

The platform’s seamless integration with Salesforce enables businesses to effectively leverage their existing CRM data, track activity, and enhance gamification through quantitative metrics and post-call surveys.

Pricing

Source: Vonage Pricing

When Customers Don’t Choose it?

Customers who seek intuitive interfaces and user-friendly features may not choose Vonage Contact Center. Its outdated interface, complex setup processes, challenging reporting, and dysfunctional call architecture tools can deter customers from prioritizing streamlined solutions.

3. CloudTalk

CloudTalk positions itself as a next-generation business-calling software designed to enhance customer experiences and boost conversions. It serves primarily customer service and sales teams, offering a VoIP-based solution that integrates deeply with CRM and helpdesk tools.

Source: CloudTalk

Why Do Customers Love it?

Customers love CloudTalk for its robust features tailored to efficiently manage voice calls. With customizable call queues, personalized numbers, and toll-free options, businesses can create seamless communication experiences.

The platform’s AI-powered call routing and prioritization tools enhance operational efficiency, while productivity features like call notes and transcriptions empower agents to deliver exceptional service.

CloudTalk’s comprehensive reporting, analytics, and integrations further elevate the customer support process, providing valuable insights and seamless workflow integration. With a focus on security and compliance, CloudTalk offers peace of mind to businesses handling sensitive information, making it a trusted choice for efficient call management.

Pricing

Source: CloudTalk Pricing

When Customers Don’t Choose it?

Customers may skip this system due to its poor call quality.

Issues like delays and inconsistent audio affect customer interactions, causing frustration.

4. Genesys Cloud CX

Genesys Cloud CX is an all-in-one, AI-powered cloud contact center solution that orchestrates end-to-end experiences across customer and employee interactions. It integrates voice, digital, AI, and analytics capabilities to deliver personalized, scalable customer experiences.

Source: Genesys Cloud CX

Why Do Customers Love it?

Customers love Genesys Cloud CX for its Experience as a Service approach, which seamlessly blends traditional inbound and outbound campaigns with AI-driven personalization and resource management.

The platform’s flexibility allows businesses to craft unique customer experiences by combining pre-built contact center solutions with third-party integrations. Its scalable architecture accommodates businesses of all sizes, ensuring easy adaptation to changing needs.

With comprehensive reporting, self-service, and voice service features, teams can efficiently manage customer interactions and maximize impact by toggling features as needed.

Pricing

Source: Genesys Cloud CX Pricing

When Customers Don’t Choose it?

Customers might choose alternatives to Genesys Cloud CX due to limitations such as lacking specialized queues, complex call routing, and essential features like call parking. The setup is cumbersome, with limited built-in customization options. Reliance on crowd-sourced testing introduces risks, and the clunky reporting system requires additional customization fees.

5. Sprinklr Service

Sprinklr Service is a CCaaS solution designed with an AI-native architecture that integrates voice, digital, and social channels. Its AI-driven features personalize every customer interaction, cutting down wait times and boosting overall satisfaction. Additionally, its powerful workforce management tools help you optimize staffing and manage workloads efficiently, even during peak times.

Source: Sprinklr Service

Why Do Customers Love it?

Customers love Sprinklr Service for its seamless, channel-less experience. Agents effortlessly switch channels without losing context, ensuring smooth conversations.
The platform leverages AI for chatbots, self-service options, and sentiment analysis. It offers an agent interface, performance dashboards, and WEM tools for scheduling, forecasting, and reporting.
Sprinklr Service features omnichannel communication, conversational AI, automated workflows, case management, and AI-powered agent assistance.
The platform offers knowledge-based software, allowing customers to find answers independently. Sprinklr streamlines the delivery of how-to guides, best practices, and FAQs across your website, app, and community site. It also aids agents using AI in quickly bringing up the most relevant knowledge articles within an integrated, omnichannel agent console, thus reducing average handle time.

Pricing

Source: Sprinklr Service Pricing

When Customers Don’t Choose it?

Customers may skip Sprinklr due to a lack of support. Despite its capabilities, many users report little to no customer support or training over the years, leaving them unaware of the platform’s full potential.

Another issue is the sound delay during phone calls, which causes users to unintentionally cut off speakers and mistake pauses for the end of a conversation. Additionally, custom keyboard shortcuts sometimes fail to populate the chat window, causing frustration.

6. NICE CXone

NICE CXone is a top-tier provider of cloud-based customer experience solutions, offering a comprehensive suite of tools to enhance customer interactions and drive business growth.

With advanced capabilities in contact center management, analytics, and workforce optimization, NICE CXone empowers organizations to deliver seamless omnichannel experiences.

Source: NICE CXone

Why Do Customers Love it?

Customers embrace NICE CXone for its comprehensive features that enhance every aspect of the customer experience journey. From self-service options to sophisticated analytics and robotic process automation, the platform empowers businesses to deliver personalized customer engagements and optimize agent productivity.

With advanced routing features, predictive dialing, workforce management, and seamless CRM integrations, teams can efficiently manage customer inquiries and drive operational efficiency. Additionally, customer feedback tools enable continuous improvement, ensuring consistent refinement of customer journeys for maximum impact and satisfaction.

Pricing

Source: Nice CXone Pricing

When Customers Don’t Choose it?

Customers may skip this product due to challenges in accessing reports and understanding call-pulling processes. Manual search methods like copying and pasting can be time-consuming.

Additionally, the lack of comprehensive tutorials during onboarding may deter users seeking a smoother experience.

What Sets Enghouse Apart as a Cloud-Based CCaaS Provider?

Enghouse sets itself apart as a leading cloud contact center solutions provider by offering various communication channels, including voice, email, chat, SMS, and social media. This versatility ensures seamless customer engagement across multiple platforms.

Moreover, Enghouse’s cloud-based solutions reduce hardware and infrastructure costs and support hybrid work environments, allowing agents to work from anywhere without compromising productivity.

With intelligent routing capabilities, Enghouse ensures that each interaction reaches the most suitable agent, enhancing customer satisfaction.

Enghouse also integrates with various applications and technologies, including AI, for assistance and analysis, keeping businesses ahead in the digital landscape. Its on-demand scalability allows organizations to adapt effortlessly to fluctuating workloads and evolving business needs.

For unmatched cloud contact center solutions, contact us today!

FAQs

1. What is a Cloud-based Contact Center?

A cloud contact center harnesses the power of the internet and cloud computing to streamline customer service. Operating entirely in the cloud removes the need for physical hardware in business premises, offering businesses a scalable, cost-effective solution enriched with robust features to enhance customer interactions.

2. What is the Difference Between a Cloud Contact Center and a Hosted Contact Center?

Cloud contact centers operate in public clouds in multi-tenant environments. They offer scalability, remote access, and cost-effectiveness with subscription-based pricing. Features include easy integration with the latest technologies and quick adaptability to changing business needs.

Hosted contact centers typically are single-tenant solutions in a private cloud, providing more customization and control. This setup is suited for businesses needing specific configurations for compliance. While potentially offering more consistent performance due to dedicated resources, hosted centers might require higher initial investments compared to public cloud solutions.

3. Why Move Your Contact Center to the Cloud?

Moving your contact center to the cloud offers numerous benefits: cost advantages by eliminating on-premises infrastructure, faster deployment, seamless integration with other tools, user-friendly interfaces, reduced need for technical staff, effortless scalability, enhanced accessibility, and advanced reporting and analysis capabilities.

4. How Much Does a Cloud-Based Contact Center Cost?

The cost of a cloud-based contact center varies depending on several factors. Typically, platform costs range from $30 (very limited features) to over $200 per user monthly. Additional expenses include AI functionality, workforce management, and custom integrations, with overall costs influenced by the number of features and the provider’s pricing model.

5. What is a Good Cloud-based Contact Center Solution?

Enghouse CCaaS stands out as a premier cloud-based contact center solution. It leverages top-tier AI to enhance agent performance and elevate customer interactions. With a strong emphasis on robust security and continuous innovation, Enghouse CCaaS has secured industry acclaim for its reliability and comprehensive range of options.

Disclaimer – The insights presented in this article are sourced exclusively from publicly available information and customer reviews. Feel free to reach out if you require any modifications or updates to the content.