Buyers Guides for Contact Centers

2026 Software Provider and Product Assessment

The ISG Buyers Guides for Contact Centers are the distillation of continuous market and product research. They are an assessment of how well software providers’ offerings address enterprises’ requirements for platforms software. The Value Index methodology is structured to support a request for information (RFI) for a request for proposal (RFP) process by incorporating all criteria needed to evaluate, select, utilize and maintain relationships with software providers. The ISG Buyers Guide evaluates customer experience and the product experience in its capability and platform.

The 2026 ISG Buyers Guides™ for Contact Centers evaluate leading software providers across eight platform industry areas: Contact Centers, Contact Centers Emerging Providers, Healthcare Contact Centers, Insurance Contact Centers, Retail Contact Centers, AI Self-Service, Customer Interaction Analytics and Workforce Engagement Management. Each guide delivers unique research, detailed ratings and rankings and in-depth analyses to help enterprises assess and select the customer experience and contact center software that best fits their requirements.

• The Contact Centers Buyers Guide evaluates 27 software providers offering products that support interaction management, workforce engagement, self-service and customer journey orchestration. The guide assesses the following providers: 8x8, Alvaria, Avaya, AWS, Cisco, Content Guru, Dialpad, Five9, Genesys, Google Cloud, GoTo, Intermedia, Microsoft, Mitel, Nextiva, NiCE, RingCentral, Salesforce, Sinch, Sprinklr, Talkdesk, Twilio, Verint, Vonage, Zendesk, Zoho and Zoom.

• The Contact Centers Emerging Providers Buyers Guide evaluates 10 software providers offering products that support routing, workforce engagement, self-service and AI-enabled automation. The guide assesses the following providers: Aircall, Bright Pattern, Call Center Studio, Diabolocom, Enghouse Interactive, Exotel, net2phone, Odigo, Puzzel and UJET.
  
  
• The Healthcare Contact Centers Buyers Guide evaluates 19 software providers offering products that support interaction management, workforce engagement, patient self-service and healthcare workflow orchestration. The guide assesses the following providers: Aircall, Alvaria, Avaya, AWS, Bright Pattern, Cisco, Content Guru, Dialpad, Five9, Genesys, Microsoft, Nextiva, NiCE, RingCentral, Salesforce, Talkdesk, Twilio, UJET and Zoom.
  
  
• The Insurance Contact Centers Buyers Guide evaluates 12 software providers offering products that support interaction management, workforce engagement, self-service and insurance workflow orchestration. The guide assesses the following providers: 8x8, CallMiner, Cisco, Content Guru, Genesys, Microsoft, Nextiva, NiCE, Salesforce, Talkdesk, Twilio and Zoom.
  

• The Retail Contact Centers Buyers Guide evaluates 15 software providers offering products supporting interaction management, workforce engagement, self-service and retail workflow automation. The guide assesses the following providers: CallMiner, Cisco, Content Guru, Five9, Genesys, Google Cloud, Intermedia, Nextiva, NiCE, RingCentral, Salesforce, Talkdesk, Twilio, UJET and Zoom.
  
  
• The AI Self-Service Buyers Guide evaluates 37 software providers offering products that support conversational engagement, customer self-service, workflow execution and AI-enabled automation. The guide assesses the following providers: 8x8, Alvaria, Avaya, AWS, Bright Pattern, CallMiner, Cisco, Content Guru, Cresta, Diabolocom, Dialpad, Exotel, Five9, Genesys, Google Cloud, GoTo, IntelePeer, Microsoft, Mitel, Nextiva, NiCE, Odigo, Puzzel, RingCentral, Salesforce, Sierra, Sinch, Sprinklr, Talkdesk, Twilio, UJET, Verint, Vonage, Zendesk, Zoho and Zoom.
  
  
• The Customer Interaction Analytics Buyers Guide evaluates 37 software providers offering products supporting interaction analytics, customer and journey insights, automated quality and AI-enabled analysis. The guide assesses the following providers: 8x8, Alvaria, Avaya, AWS, Bright Pattern, Call Center Studio, CallMiner, Cisco, Content Guru, Diabolocom, Dialpad, Exotel, Five9, Genesys, Google Cloud, GoTo, Intermedia, LivePerson, Microsoft, Mitel, net2phone, Nextiva, NiCE, Odigo, Puzzel, RingCentral, Salesforce, Sinch, Sprinklr, Talkdesk, Twilio, UJET, Verint, Vonage, Zendesk, Zoho and Zoom.
  
  
• The Workforce Engagement Management Buyers Guide evaluates 35 software providers offering products that support workforce management, quality management, coaching and AI-enabled optimization. The guide assesses the following providers: 8x8, Aspect, AWS, Bright Pattern, Call Center Studio, CallMiner, Content Guru, Diabolocom, Dialpad, Eleveo, Enghouse Interactive, Exotel, Five9, Genesys, Google Cloud, GoTo, LivePerson, Microsoft, Mitel, net2phone, Nextiva, NiCE, Odigo, Puzzel, RingCentral, Sinch, Sprinklr, Talkdesk, Twilio, UJET, Verint, Vonage, Zendesk, Zoho and Zoom.
  
  

To view the executive summaries of the research, please select the report below.

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