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Looking for a cloud contact centre platform? Compare CCaaS providers for omnichannel routing, AI, workforce management and remote agents in one place.
Each supplier shows what they specialise in and where they operate, so you can build a shortlist in minutes.
Suppliers with a paid listing appear first. How suppliers are ordered
Also offers Quality & coaching · CX consulting · Recruitment & training
Also offers Workforce management · Quality & coaching
Buyer's guide
Overview
CCaaS is a cloud contact centre: the whole platform is hosted, run and updated by the provider, and your team uses it over the internet on a subscription.
The provider looks after infrastructure, security patches, redundancy and disaster recovery. New features, including AI, arrive continuously without upgrade projects.
For a broader guide to call centre software, including costs, see contact centre platforms.
What's included
Cloud or on-premises
On-premises can still suit organisations with strict data residency or integration needs, so check where each provider hosts your data.
Remote agents
How to choose
Today and in two to three years, including AI and self-service plans.
Data residency, security certifications and privacy obligations in your markets.
Ask for a hands-on trial with your own contact types, not just a demo.
The service level commitment, support hours in your time zone, and what happens if they miss it.
Licences, telephony, implementation, integrations and add-ons such as WFM and quality, over the contract term.
Learn more
ACXPA's independent resources help you understand your options before you speak to vendors.
FAQs
Contact centre as a service: a cloud contact centre platform hosted and run by the provider and paid for by subscription.
Largely, yes. CCaaS usually describes fuller platforms with omnichannel, AI, workforce management and quality tools, while simpler cloud call centre software suits smaller teams. See contact centre platforms.
It is priced per agent per month, rising with features such as AI, workforce management and quality. Our contact centre platform pricing guide shows indicative ranges in your currency.
Yes. Agents need a browser or app, a good headset and a reliable connection. Check that remote agents get the same features and security as office-based agents.
Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.
Listing is free. Claim your profile, choose your specialties and show buyers what you do best.
