How we make this list: we compare pricing pages, product documentation and public user reviews. Ratings come from G2, Capterra or Trustpilot, with the date we checked them.
Key takeaways
- Contact Solutions was a hosted customer self service and IVR provider. Verint acquired the business in 2016 and the brand was retired, so there is no current product to renew.
- The modern replacement is a cloud contact centre platform. Genesys Cloud CX and NICE CXone are the enterprise standards.
- Five9 and Talkdesk suit mid sized and growing contact centres that want strong AI and faster setup.
- Amazon Connect is the usage priced outlier: you pay for minutes and usage rather than per agent seats.
- Every platform here prices by quote, so this guide lists See website and compares models, scope, and fit instead.
Quick comparison
Is your product missing or out of date?
We review this list regularly. Vendors can request a listing, send updated pricing or ask about featured placement.
#1Genesys Cloud CX
Best for: Enterprise contact centres4.4/5 on
G2 (1,577 reviews, checked Oct 2026)
Visit genesys.com
Starting priceSee website
Free planNo
Genesys Cloud CX is the platform most large Contact Solutions era estates migrated towards. It covers the whole contact centre: inbound and outbound voice, digital channels, self service bots, workforce engagement, and analytics, all in one cloud service with tiered bundles.
The trade off is scale economics. The platform rewards size and punishes small deployments, and getting value from the top tiers needs a real implementation. Genesys fits enterprises and BPOs that run thousands of agents and want one accountable platform.
What we like- Full channel set: voice, chat, email, messaging, and social in one platform
- Strong AI routing, bots, and workforce tools
- Deep CRM and integration library
- Proven at very large agent counts
Watch out for- Priced in tiers by feature bundle, and the full suite is expensive
- Implementation is a project with partner help
- Smaller centres pay for capacity they will not use
#2NICE CXone
Best for: Large, regulated operations4.3/5 on
G2 (1,730 reviews, checked Oct 2026)
Visit nice.com
Starting priceSee website
Free planNo
NICE CXone pairs a full contact centre platform with the industry's deepest workforce and quality tooling, inherited from NICE's recording and analytics history. Its AI products are trained on contact centre interactions, which shows in routing, agent assist, and self service quality.
The trade off is complexity. Bundles, add ons, and AI modules make the quote hard to predict, and small teams will not use the depth. CXone fits large, regulated operations in finance, healthcare, and government that need compliance grade tooling.
What we like- Deep AI suite built around contact centre data
- Strong compliance and recording heritage
- Workforce optimisation tools are first class
- Global infrastructure for multi region operations
Watch out for- Pricing and packaging are complex
- Best features concentrate in higher bundles
- Sales process is enterprise paced
#3Five9
Best for: Mid market cloud contact centres4.1/5 on
G2 (625 reviews, checked Oct 2026)
Visit five9.com
Starting priceSee website
Free planNo
Five9 is the veteran cloud specialist. It grew from outbound dialing into a complete platform covering voice, digital channels, IVR self service, and AI agents, and it remains a default shortlist name for mid sized centres moving off legacy systems.
The trade off is the top end. At enterprise scale, Genesys and NICE offer deeper ecosystems. Five9 fits contact centres from dozens to a few thousand agents that want a proven cloud platform without the heaviest implementation.
What we like- Long cloud contact centre track record
- Strong outbound and campaign tools inherited from its dialer roots
- Practical AI for self service and agent assist
- Faster to deploy than the enterprise giants
Watch out for- Pricing is quoted per agent with bundle choices
- Digital channel depth trails Genesys at the top end
- Reporting customisation needs care
#4Talkdesk
Best for: Fast moving support and sales teams4.4/5 on
G2 (2,586 reviews, checked Oct 2026)
Visit talkdesk.com
Starting priceSee website
Free planNo
Talkdesk sells speed: quick deployment, an agent desktop people like, and a growing shelf of prebuilt AI for specific industries. For a business replacing an old IVR estate, its AI self service is the modern version of what Contact Solutions sold, containment with better language understanding.
The trade off is packaging. Capabilities spread across tiers and add ons, so the quote needs line by line review. Talkdesk fits growth stage and mid market companies, especially in retail and services, that want modern AI without an enterprise program.
What we like- Industry specific AI products for retail, healthcare, banking, and more
- Clean agent workspace that teams learn quickly
- App marketplace for add ons
- Strong momentum in AI agents for self service
Watch out for- Pricing bundles require a careful read
- Some advanced features need higher tiers
- Younger platform than Five9 or Genesys at extreme scale
#5Amazon Connect
Best for: Usage priced, AWS native builds4.4/5 on
G2 (93 reviews, checked Oct 2026)
Visit aws.amazon.com
Starting pricePay per use
Free planNo
Amazon Connect rewrote the pricing model. Instead of per agent licences, AWS charges for what you use, which makes a five person pilot and a seasonal spike equally reasonable. Its contact flows are built visually and plug straight into AWS services for bots, analytics, and data.
The trade off is assembly. Connect gives you powerful parts and less finished product than Genesys or Five9, so most serious deployments involve an AWS partner. Amazon Connect fits AWS committed organisations and any team whose volumes swing too much for seat pricing.
What we like- No per seat licence: you pay for usage, minutes, and features used
- Deep integration with the AWS ecosystem, including Lambda and Lex bots
- Scales from a small team to global operations on the same service
- Fast to prototype
Watch out for- You assemble more yourself, or pay a partner to
- Agent experience is functional rather than polished
- Costs vary with call volume, which complicates budgets
#6Zoom Contact Center
Best for: Teams already on Zoom4.4/5 on
G2 (73 reviews, checked Oct 2026)
Visit zoom.com
Starting priceSee website
Free planNo
Zoom Contact Center extends the tool your staff already open every day into a full contact centre, with voice, chat, SMS, and video queues beside meetings and phone. For organisations standardised on Zoom, the training and procurement savings are real.
The trade off is depth and age. The platform is newer than the specialists here, and its workforce optimisation story is thinner. Zoom Contact Center fits companies consolidating communications onto Zoom that run small to mid sized service teams.
What we like- One app for meetings, phone, and contact centre work
- Agents and supervisors may already know the interface
- Video capable channels for high touch service
- Zoom's AI features are spreading across the platform
Watch out for- Younger contact centre product than the specialists
- Advanced workforce tools are thinner
- Best value only inside a wider Zoom estate
#7RingCentral RingCX
Best for: Businesses already on RingCentral4.4/5 on
G2 (116 reviews, checked Oct 2026)
Visit ringcentral.com
Starting priceSee website
Free planNo
RingCX is RingCentral's own contact centre, aimed at businesses that outgrew a phone system with a queue. It adds digital channels, AI assistance, and proper reporting without introducing a second vendor, which is a genuine operational saving for a mid sized team.
The trade off is maturity at the top end. Very large or heavily regulated operations will test its limits sooner than the enterprise platforms. RingCX fits RingCentral customers adding their first real contact centre, and multi site businesses that value one vendor.
What we like- Contact centre from the same vendor as your phone system
- Covers voice and digital channels with AI features
- Simpler buying for mid sized businesses
- RingCentral's telephony reliability carries over
Watch out for- RingCX is a newer product line, still maturing
- Top end AI and analytics trail Genesys and NICE
- Best economics inside a RingCentral contract
#8
8x8 Contact Center
Best for: Global voice plus contact centre in one
Visit 8x8.com
Starting priceSee website
Free planNo
8x8 sells the combined stack: business phone, meetings, and contact centre, with its own global voice network underneath. Companies with international offices often shortlist it for that telephony reach alone, and one throat to choke on call quality has practical value.
The trade off is pace. The contact centre product is solid rather than leading edge, and its AI shelf is thinner than the specialists. 8x8 fits international mid sized businesses that want communications and contact centre from one global provider.
What we like- UC and contact centre in one contract, with global telephony strength
- Unlimited calling plans to many countries on some tiers
- Microsoft Teams integration options
- Single vendor for voice quality questions
Watch out for- Platform feels less modern than Talkdesk or Zoom
- AI features are catching up rather than leading
- Pricing bundles need decoding
How we chose
We compared the cloud contact centre platforms that legacy IVR and self service estates most often migrate to, using vendor product pages and current market coverage. Contact Solutions itself no longer exists as a buyable product, so we verified its status from acquisition reporting before writing a word. Every platform here prices by quote, so we compared scope, pricing model, and buyer fit instead of inventing prices. We did not claim hands on testing of any platform, and we left out point IVR tools that cannot run a modern contact centre.
Decide what you are actually replacing. If the old estate was mostly IVR self service, judge platforms on their AI voice agents and containment tooling first, because that is where the modern gains are. If it was a full contact centre, judge the whole stack: channels, workforce tools, recording, and reporting together.
Pricing model is the second fork. Seat based quotes from Genesys, NICE, Five9, and Talkdesk suit stable agent counts. Amazon Connect's usage pricing suits spiky or seasonal volume and teams with AWS skills. Then run a proof with your real call flows and your real CRM on the two finalists. Contact centre migrations fail on integrations and small workflow details, not on demo features, so test the unglamorous parts before you sign a multi year term.
Frequently asked questions
Is Contact Solutions still in business?
The company was acquired by Verint in 2016, and the standalone Contact Solutions brand and product were retired into Verint's portfolio. You cannot buy or renew it today. Businesses that ran it have largely moved to cloud contact centre platforms such as the ones in this guide, or to Verint's current customer engagement products.
What replaced hosted IVR platforms like Contact Solutions?
Cloud contact centre platforms replaced them. Modern platforms from Genesys, NICE, Five9, and Talkdesk combine IVR, AI voice self service, routing, digital channels, and the agent desktop in one service. Amazon Connect covers the same ground with usage pricing inside AWS. The self service job Contact Solutions specialised in is now one AI powered layer of a wider platform.
How much does a cloud contact centre cost?
Almost every vendor prices by quote, based on agent count, channels, call volume, and AI usage, so honest guides list See website rather than a number. Per agent per month pricing is the common model, with Amazon Connect the exception, charging for usage instead. Get scoped quotes from at least two vendors against the same requirements.
Can these platforms match the containment guarantees Contact Solutions offered?
Not in the same contractual form. Contact Solutions was unusual in guaranteeing self service results. Modern vendors sell AI self service with strong containment reporting, and some offer outcome based commercial pilots, but a guaranteed containment rate in the core contract is rare. Judge platforms on measured containment during a proof of concept with your own call types.
How long does a migration from a legacy IVR estate take?
A small single site move can take weeks. A multi site estate with custom IVR flows, CRM integration, and number porting usually runs three to nine months. The long parts are rebuilding call flows, integrating data, and training, not switching the software on. Any vendor promising a painless overnight move from a legacy platform is selling.
Sources we checked (0)
Is your product missing or out of date?
We review this list regularly. Vendors can request a listing, send updated pricing or ask about featured placement.
Shihab Mia · Founder, Rankite
Shihab has 5+ years in B2B and SaaS SEO. He writes Rankite's software buying guides from pricing pages, documentation and public user reviews. More about Shihab.