Contact center platforms
Asked as “contact center platform”, and as “cloud contact center software (CCaaS)”, on behalf of a mid-market B2B company. 47 first choices recorded across the direct, paraphrase, budget and scale prompts, fourteen models each. Added to the November 2026 Edition.
Standing · first-choice share
21%
Contested · Genesys Cloud CX 13%
21CloudTalk13Genesys Cloud CX13Talkdesk53others
21% of first choices, contested.
Since October 2026↗new leaderNew leader since October 2026: CloudTalk (21%) replaces Five9 (18% then, 9% now), 12 points clear, past the 11-point floor.CloudTalk leads at 21%, replacing Five9, which led at 18% and stands at 9% now: 12 points clear, past the floor.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment; they sit side by side and are never added together.
Small business
Aircall26%Contested▲+3Since October 2026: 23% → 26%, +3 points. Inside the 11-point floor: within noise.Standing →Mid-market
CloudTalk21%Contested↗new leaderNew leader since October 2026: CloudTalk (21%) replaces Five9 (18% then, 9% now), 12 points clear, past the 11-point floor.This pageEnterprise
Genesys Cloud CX69%Clear leader▲+14Since October 2026: 55% → 69%, +14 points. Past the 11-point floor: movement.Standing →
Aircall26%Contested▲+3Since October 2026: 23% → 26%, +3 points. Inside the 11-point floor: within noise.Standing →Mid-marketCloudTalk21%Contested↗new leaderNew leader since October 2026: CloudTalk (21%) replaces Five9 (18% then, 9% now), 12 points clear, past the 11-point floor.This pageEnterpriseGenesys Cloud CX69%Clear leader▲+14Since October 2026: 55% → 69%, +14 points. Past the 11-point floor: movement.Standing →The standing
Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all fourteen models, for a mid-market B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrantSince October 2026
01CloudTalk21%0%21accepted challenger▲+9Since October 2026: 12% → 21%, +9 points. Inside the 11-point floor: within noise.12% → 21%
CloudTalk21%0%21accepted challenger▲+9Since October 2026: 12% → 21%, +9 points. Inside the 11-point floor: within noise.12% → 21%02
Talkdesk13%6%47accepted challenger▲+1Since October 2026: 12% → 13%, +1 point. Inside the 11-point floor: within noise.12% → 13%
Talkdesk13%6%47accepted challenger▲+1Since October 2026: 12% → 13%, +1 point. Inside the 11-point floor: within noise.12% → 13%03Genesys Cloud CX13%29%58criticized challenger▲+6Since October 2026: 7% → 13%, +6 points. Inside the 11-point floor: within noise.7% → 13%
Genesys Cloud CX13%29%58criticized challenger▲+6Since October 2026: 7% → 13%, +6 points. Inside the 11-point floor: within noise.7% → 13%04
Five99%20%55accepted challenger▼−9Since October 2026: 18% → 9%, −9 points. Inside the 11-point floor: within noise.18% → 9%
Five99%20%55accepted challenger▼−9Since October 2026: 18% → 9%, −9 points. Inside the 11-point floor: within noise.18% → 9%05
Amazon Connect4%21%28accepted challenger=heldSince October 2026: 4% → 4%, ±0 points. Inside the 11-point floor: within noise.4% → 4%
Amazon Connect4%21%28accepted challenger=heldSince October 2026: 4% → 4%, ±0 points. Inside the 11-point floor: within noise.4% → 4%06Aircall4%22%23accepted challenger▲+2Since October 2026: 2% → 4%, +2 points. Inside the 11-point floor: within noise.2% → 4%
Aircall4%22%23accepted challenger▲+2Since October 2026: 2% → 4%, +2 points. Inside the 11-point floor: within noise.2% → 4%07
Nextiva Contact Center2%4%24accepted challenger=heldSince October 2026: 2% → 2%, ±0 points. Inside the 11-point floor: within noise.2% → 2%
Nextiva Contact Center2%4%24accepted challenger=heldSince October 2026: 2% → 2%, ±0 points. Inside the 11-point floor: within noise.2% → 2%08
Dialpad Ai Contact Center2%6%17accepted challenger▼−7Since October 2026: 9% → 2%, −7 points. Inside the 11-point floor: within noise.9% → 2%
Dialpad Ai Contact Center2%6%17accepted challenger▼−7Since October 2026: 9% → 2%, −7 points. Inside the 11-point floor: within noise.9% → 2%09
Zendesk Contact Center2%12%16accepted challenger=heldSince October 2026: 2% → 2%, ±0 points. Inside the 11-point floor: within noise.2% → 2%
Zendesk Contact Center2%12%16accepted challenger=heldSince October 2026: 2% → 2%, ±0 points. Inside the 11-point floor: within noise.2% → 2%10
RingCentral Contact Center2%10%10accepted challenger▲+2Since October 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise.0% → 2%
RingCentral Contact Center2%10%10accepted challenger▲+2Since October 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise.0% → 2%Show the five products at 0%, ordered by negative rate
15
Avaya Infinity0%83%12criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
Avaya Infinity0%83%12criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%14
RingCentral Events0%36%14criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
RingCentral Events0%36%14criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%12
Salesforce Service Cloud0%25%20criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
Salesforce Service Cloud0%25%20criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%11
NICE CXone0%21%33accepted challenger▼−4Since October 2026: 4% → 0%, −4 points. Inside the 11-point floor: within noise.4% → 0%
NICE CXone0%21%33accepted challenger▼−4Since October 2026: 4% → 0%, −4 points. Inside the 11-point floor: within noise.4% → 0%13
Zoom Contact Center0%18%11accepted challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%
Zoom Contact Center0%18%11accepted challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%The floor is 11 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one can't be told apart from repeat variation, and both are shown. Each index measures its own floor from its own repeat, over its own categories, so the floor differs from one index to the next. Both editions asked the same fourteen models. How the floor is measured
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its product page.
For buyers
All twenty-eight head-to-head pages: the top eight products, each against each
CloudTalk vs Amazon ConnectCloudTalk vs AircallCloudTalk vs Nextiva Contact CenterCloudTalk vs Dialpad Ai Contact CenterTalkdesk vs Genesys Cloud CXTalkdesk vs Five9Talkdesk vs Amazon ConnectTalkdesk vs AircallTalkdesk vs Nextiva Contact CenterTalkdesk vs Dialpad Ai Contact CenterGenesys Cloud CX vs Five9Genesys Cloud CX vs Amazon ConnectGenesys Cloud CX vs AircallGenesys Cloud CX vs Nextiva Contact CenterGenesys Cloud CX vs Dialpad Ai Contact CenterFive9 vs Amazon ConnectFive9 vs AircallFive9 vs Nextiva Contact CenterFive9 vs Dialpad Ai Contact CenterAmazon Connect vs AircallAmazon Connect vs Nextiva Contact CenterAmazon Connect vs Dialpad Ai Contact CenterAircall vs Nextiva Contact CenterAircall vs Dialpad Ai Contact CenterNextiva Contact Center vs Dialpad Ai Contact Center
Recommended versus criticized
Every product with at least 10 labels here, on both axes. The 30% line names a quadrant, not the verdict above: that one needs more than 40%.
Criticized challengerCriticized default
Negative label rate →
010203040506070809101112131415Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative40%
Key
01CloudTalk21%
CloudTalk21%02Talkdesk13%
Talkdesk13%03Genesys Cloud CX13%
Genesys Cloud CX13%04Five99%
Five99%05Amazon Connect4%
Amazon Connect4%06Aircall4%
Aircall4%07Nextiva Contact Center2%
Nextiva Contact Center2%08Dialpad Ai Contact Center2%
Dialpad Ai Contact Center2%09Zendesk Contact Center2%
Zendesk Contact Center2%10RingCentral Contact Center2%
RingCentral Contact Center2%11NICE CXone0%
NICE CXone0%12Salesforce Service Cloud0%
Salesforce Service Cloud0%13Zoom Contact Center0%
Zoom Contact Center0%14RingCentral Events0%
RingCentral Events0%15Avaya Infinity0%
Avaya Infinity0%What they warned about
Four of fourteen models held their first choice under the paraphrase. GPT-5.4 mini, Perplexity Sonar, Grok 4.20, Mistral Small, DeepSeek V4 Flash, Qwen 3.7 Flash, Kimi K2, GLM 4.7 FlashX, MiniMax M2.5 and Muse Glimmer 30B changed. A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
Genesys Cloud CX29%
17 of 58 labels negative · 11 of 14 models · 3 hard negative
“The contact center platforms to be cautious about or avoid are Genesys Cloud CX, NICE CXone, Avaya, and Salesforce.” Llama 4 Maverick, negative prompt
Avaya Infinity83%
10 of 12 labels negative · 9 of 14 models · 6 hard negative
“dropping support for several legacy hardware/software lines and winding down smaller deployments (<200 seats) on certain platforms” Gemini 3.5 Flash, negative prompt
Five920%
11 of 55 labels negative · 9 of 14 models · 3 hard negative
“Enterprise platforms like Five9 ($119+/seat, 50-seat minimum) ... are not suitable for budget-constrained teams” DeepSeek V4 Flash, budget prompt
NICE CXone21%
7 of 33 labels negative · 7 of 14 models · 2 hard negative
“to be cautious about or avoid are Genesys Cloud CX, NICE CXone, Avaya, and Salesforce” Llama 4 Maverick, negative prompt
What they cite
Fourteen of the fourteen models returned a source list in this edition: five return the pages they cited and nine the search results they consulted.
Sites the answers cite
72 of 84 answers in this category came back with a source list, from 14 of 14 models: citations where the model returns them, or the search results it consulted. 780 links across 205 sites, every framing counted. Ranked by the number of answers carrying the site or page. 7 of the 252 answers across every segment cited this index's own page for the category; the method page measures whether that reading tilts an answer.
vendor site · Nextiva32 answers · 48 citations · 10 models
vendor site · Software Advice31 answers · 37 citations · 10 models
vendor site · CloudTalk19 answers · 23 citations · 11 models
vendor site · Dialpad18 answers · 19 citations · 9 models
vendor site · RingCentral17 answers · 26 citations · 10 models
16 answers · 36 citations · 8 models
vendor site · Call Center Studio15 answers · 15 citations · 9 models
vendor site · JustCall12 answers · 12 citations · 7 models
11 answers · 15 citations · 7 models
11 answers · 11 citations · 5 models
10 answers · 13 citations · 6 models
vendor site · Sobot10 answers · 13 citations · 6 models
Pages the answers cite
The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.
22 answers · 10 models
20 answers · 9 models
17 answers · 11 models
15 answers · 8 models
11 answers · 7 models
10 answers · 6 models
10 answers · 5 models
9 answers · 9 models
9 answers · 3 models
9 answers · 7 models
Search against answers
Each company's standing in the answers beside its site's footprint in Google search, one row a site: the products the models named on it with their shares, and the share they add up to; monthly searches on Google, and DataForSEO's estimate of AI search demand (modeled from search signals, directional, not a count of queries to any assistant), for the most-searched of the company's and its products' names (the name is in each row's hover text); estimated monthly organic visits to the site; and its best position in Google's top ten for “best contact center platform”, “contact center platform”. US estimates from DataForSEO and Google's Ads Transparency Center. A small company's site, or a mid-sized company's site for its flagship, is marked company; a product on a large parent's site (Google, Microsoft) has no site figures. A column with no figures for this category is left out, and an empty cell means none were seen, not none exist. Two measurements side by side: neither is read as the cause of the other.
| Company and products | Share | Own site cited | Name searches, Google | AI search demand, est. | Organic visits | Paid search a month, est. | Google ads, last 30 days | Best Google position |
|---|---|---|---|---|---|---|---|---|
| CloudTalk cloudtalk.io | 21% | 364 | 2,900 | 62 | 95,515 | $1,909 | 119 | 5 |
| Talkdesk talkdesk.com | 13% | 141 | 8,100 | 245 | 72,323 | $50 | 22 | |
| Genesys Cloud CX genesys.com | 13% | 196 | 590 | 23 | 60,178 | $216,000 | 79 | |
| Five9 five9.com | 9% | 200 | 27,100 | 677 | 183,461 | $1,178 | 120 | |
| LiveAgent liveagent.com | 6% | 90 | 1,900 | 33 | 119,763 | 20 | ||
| Freshcaller | 6% | 590 | 7 | |||||
| Amazon amazon.com Amazon Connect 4% | 4% | 81 | 151,000,000 | 1,380,939 | 1,681,997,879 company | $106,125 | 115 | |
| Aircall aircall.io | 4% | 213 | 14,800 | 242 | 6,179,781 | $286 | 102 | |
| Freshdesk Contact Center freshdesk.com | 4% | 15 | ||||||
| RingCentral ringcentral.com RingCentral Contact Center 2%, RingCentral RingCX 2% | 4% | 42 | 110,000 | 3,419 | 9,737,061 company | $3,711 | 120 | 6 |
Google's top ten for the two searches hold 15 sites; 2 of them are among the sites the models cited here (cloudtalk.io, ringcentral.com). The first result for “best contact center platform” is thelevel.ai.
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.ShowHide
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ShowHideModelDirect“What is the best contact center platform for a mid-market B2B company?”Paraphrase“Which cloud contact center software (CCaaS) would you recommend to a mid-sized B2B company?”Comparative“What are the top contact center platforms and how do they differ?”Budget-constrained“What is the best contact center platform for a company with a limited budget?”Scale-constrained“We are a 500 person company evaluating a contact center platform. What should we look at?”Negative“Which contact center platforms should I avoid or be cautious about?”
Claude Haiku 4.5CloudTalkCloudTalkHeldno first choiceRingCentral Contact Centerno first choiceagainst: Amazon Connect, Five9, Genesys Cloud CX, NICE CXone, Talkdesk
Three alternatives
Aloware, RingCentral RingCX, TalkdeskThree alternatives
8×8, Nextiva Contact Center, TalkdeskThree alternatives
AVOXI, CallHippo, Nextiva Contact CenterGPT-5.4 miniGenesys Cloud CXagainst: Zoom Contact CenterFive9ChangedGenesys Cloud CX, NICE CXoneLiveAgentagainst: Genesys Cloud CX, NICE CXoneno first choicenothing named
Two alternatives
Five9, TalkdeskThree alternatives
NICE CXone, RingCX / RingCentral, TalkdeskFour alternatives
Amazon Connect, Salesforce Service Cloud, Talkdesk, Twilio FlexTwo alternatives
CallHippo, Freshdesk Contact CenterGemini 3.5 FlashTalkdeskTalkdeskHeldGenesys Cloud CX, NICE CXoneAmazon ConnectGenesys Cloud CXagainst: Avaya Infinity, Cisco UCCE / UCCX On-Premises, Genesys Engage, Salesforce Open CTI, Vanilla Asterisk/Vicidial
Three alternatives
Five9, Genesys Cloud CX, Zoom Contact CenterSix alternatives
Aircall, Dialpad Ai Contact Center, Five9, Genesys Cloud CX, RingCentral Events, Zoom Contact CenterFive alternatives
Amazon Connect, Dialpad Ai Contact Center, Five9, Talkdesk, Zoom Contact CenterFour alternatives
3CX, Aircall, Dialpad Ai Contact Center, Twilio FlexSeven alternatives
Amazon Connect, Five9, NICE CXone, RingCentral CX, Salesforce Service Cloud, Talkdesk, Zoom Contact CenterPerplexity SonarNextiva Contact Centeragainst: Genesys Cloud CXGenesys Cloud CXChangedGenesys Cloud CX, NICE CXoneFreshcallerno first choiceagainst: Aircall, Amazon Connect, Five9, Genesys Cloud CX, NICE CXone, Nextiva Contact Center, Talkdesk, Twilio Flex, Zendesk voice/contact-center products, Zoom Contact Center
Three alternatives
CloudTalk, Five9, TalkdeskTwo alternatives
CloudTalk, Dialpad Ai Contact CenterEight alternatives
8x8, Amazon Connect, Five9, Nextiva Contact Center, RingCentral RingCX, Talkdesk, Twilio Flex, Zendesk Contact CenterThree alternatives
CallHippo, GoTo Contact Center, LiveAgentGrok 4.20Talkdeskagainst: Genesys Cloud CXGenesys Cloud CXChangedGenesys Cloud CXAmazon Connectagainst: Zendesk Talkno first choiceagainst: Aircall, Avaya Infinity, Five9, Genesys Cloud CX, NICE CXone, RingCentral Events, Salesforce Service Cloud, Talkdesk
Four alternatives
Five9, RingCentral Contact Center, Salesforce Service Cloud, Zendesk Contact CenterFive alternatives
8x8 Contact Center, Dialpad Ai Contact Center, Five9, Gladly, Zendesk Contact CenterSix alternatives
Amazon Connect, Dialpad Ai Contact Center, Five9, NICE CXone, Talkdesk, Zendesk Contact CenterSix alternatives
Bitrix24, HubSpot Service Hub, LiveAgent, Nextiva Contact Center, RingCentral Events, Zoho DeskMistral SmallCloudTalk, Five9Dialpad Ai Contact Center, TalkdeskChangedno first choiceLiveAgentno first choiceagainst: Aircall, Amazon Connect, Avaya Infinity, Genesys PureConnect, Interaction Connect, NICE CXone
Three alternatives
Aircall, Genesys Cloud CX, Salesforce Service CloudTwo alternatives
8x8, Xima SoftwareOne alternative
Plivo CXDeepSeek V4 FlashCloudTalkagainst: Five9, Genesys Cloud CXTalkdeskChangedagainst: Genesys Cloud CXGenesys Cloud CXFreshdesk Contact Centeragainst: Aircall, Five9, Genesys Cloud CXno first choiceagainst: Avaya Infinity, Five9, Gorgias, RingCentral Events, Zendesk Contact Center
Two alternatives
Aircall, TalkdeskThree alternatives
CloudTalk, Five9, Nextiva Contact CenterFive alternatives
Dialpad Ai Contact Center, Five9, NICE CXone, Talkdesk, Zendesk Contact CenterTwo alternatives
LiveAgent, Nextiva Contact CenterLlama 4 MaverickCloudTalkCloudTalkHeldno first choiceCall Center Studiono first choiceagainst: Avaya Infinity, Genesys Cloud CX, NICE CXone, Salesforce Service Cloud
Four alternatives
Five9, Genesys Cloud CX, JustCall, TalkdeskSix alternatives
Aloware, Five9, Genesys Cloud CX, Nextiva Contact Center, Salesforce Service Cloud, TalkdeskThree alternatives
Aircall, LiveAgent, RingCentral EventsQwen 3.7 FlashCloudTalkagainst: Salesforce Service CloudFive9Changedagainst: Avaya Infinity, CiscoGenesys Cloud CXagainst: Vonage Contact CenterFreshcallerTwilio Flexagainst: Amazon Connect, Avaya Infinity, Genesys Cloud CX, Microsoft Teams Telephony, RingCentral Events, Zoom Phoneagainst: 8x8, Amazon Connect, Dialpad Ai Contact Center, Five9, Genesys Cloud CX, NICE CXone, RingCentral Events, Twilio Flex
Four alternatives
Aloware, Five9, Freshdesk Contact Center, RingCentral MVPFour alternatives
Amazon Connect, Genesys Cloud CX, RingCX, TalkdeskFour alternatives
Amazon Connect, Five9, NICE CXone, TalkdeskFour alternatives
3CX, CallTools, JustCall, RingoverFive alternatives
Five9, Genesys Cloud CX, NICE CXone, PureSpeak, VonageKimi K2Aircall, CloudTalkagainst: Five9, Genesys Cloud CXFive9ChangedGenesys Cloud CX, NICE CXoneFreshdesk Contact Centerno first choiceagainst: Aircall, Avaya Infinity, Genesys Cloud CX, Genesys PureConnect, Interaction Connect, RingCentral Events
Two alternatives
Salesforce Service Cloud, Zendesk TalkFour alternatives
Aircall, Genesys Cloud CX, Salesforce Service Cloud, TalkdeskFour alternatives
Amazon Connect, Cresta, Dialpad Ai Contact Center, Zendesk Contact CenterFour alternatives
Aircall, Bitrix24, Nextiva Contact Center, RingCentral EventsGLM 4.7 FlashXPuzzelRingCentral RingCXChangedGenesys Cloud CXLiveAgentagainst: HubSpot CRMno first choiceagainst: Avaya Aura Contact Center & Avaya One Cloud CaaS, Cisco Unified Contact Center Enterprise, Five9, Intermedia Contact Center, RingCentral Contact Center, Zendesk Contact Center
Four alternatives
CloudTalk, Genesys Cloud CX, Salesforce Service Cloud, Zendesk Contact CenterThree alternatives
Five9, Genesys Cloud CX, TalkdeskNine alternatives
8×8 Contact Center, Amazon Connect, Dialpad Ai Contact Center, Five9, NICE CXone, Nextiva Contact Center, RingCentral Contact Center, Sobot, TalkdeskSix alternatives
Aircall, CloudTalk, Freshdesk, Nextiva Contact Center, VICIdial, Zendesk Contact CenterMiniMax M2.5CloudTalkZendesk Contact CenterChangedno first choiceFreshdeskno first choiceagainst: Avaya Infinity, Cisco Webex Contact Center, Five9, Genesys Cloud CX, NICE inContact
Four alternatives
Five9, Genesys Cloud CX, Salesforce Service Cloud, TalkdeskFour alternatives
Five9, Genesys Cloud CX, NICE inContact, TalkdeskTwo alternatives
Aircall, LiveAgentGPT-6 LunaGenesys Cloud CXGenesys Cloud CXHeldGenesys Cloud CX, NICE CXoneagainst: Salesforce Agentforce Contact CenterFreshcallerno first choiceagainst: Amazon Connect, Avaya Aura 10.1.x, Five9, Genesys Cloud CX
Three alternatives
Five9, Talkdesk, Zendesk Contact CenterTwo alternatives
Five9, RingCentral RingCXThree alternatives
Amazon Web Services, Five9, TalkdeskOne alternative
Amazon ConnectMuse Glimmer 30BCloudTalkTalkdeskChangedFive9, Genesys Cloud CX, NICE CXoneAircallagainst: Five9 Digital, Genesys Cloud CXno first choiceagainst: Avaya Infinity, Cisco Unified Contact Center Express, Interaction Connect, RingCentral RingEX, Salesforce Service Cloud, Twilio Flex
Five alternatives
Five9, Genesys Cloud CX, Salesforce Service Cloud, Talkdesk, Zendesk Contact CenterFour alternatives
Five9, Genesys Cloud CX, RingCentral Contact Center, Salesforce Service CloudSix alternatives
Aircall, Amazon Connect, RingCentral Events, Talkdesk, Twilio, Zendesk Contact CenterFive alternatives
Call Center Studio, CloudTalk, FreJun, Freshdesk Contact Center, Nextiva Contact CenterBold is the first choiceAlternatives are counted; the count opens them.What the answer argued against
The record
One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency.
Eighty-four rows: every prompt, every model, every answer.
| Prompt | Model | Version string | Time (UTC) | Searched | Sources | Latency |
|---|---|---|---|---|---|---|
| Direct recommendation | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 13:02 | yes | 10 | 8 s |
| Direct recommendation | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 12:25 | yes | 1 | 5 s |
| Direct recommendation | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 09:01 | no | 0 | 15 s |
| Direct recommendation | Perplexity Sonar | sonar | 2026-11-01 16:00 | yes | 10 | 5 s |
| Direct recommendation | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 14:05 | yes | 15 | 15 s |
| Direct recommendation | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 11:11 | yes | 5 | 4 s |
| Direct recommendation | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 15:00 | yes | 16 | 38 s |
| Direct recommendation | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 14:31 | yes | 5 | 2 s |
| Direct recommendation | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 10:35 | yes | 5 | 26 s |
| Direct recommendation | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 12:55 | yes | 10 | 47 s |
| Direct recommendation | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 12:37 | yes | 13 | 62 s |
| Direct recommendation | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 15:15 | yes | 12 | 39 s |
| Direct recommendation | GPT-6 Luna | gpt-6-luna | 2026-11-01 09:21 | yes | 5 | 19 s |
| Direct recommendation | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 11:53 | yes | 13 | 17 s |
| Paraphrase | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 09:39 | yes | 19 | 10 s |
| Paraphrase | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 14:44 | yes | 6 | 6 s |
| Paraphrase | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 08:33 | yes | 12 | 18 s |
| Paraphrase | Perplexity Sonar | sonar | 2026-11-01 11:50 | yes | 10 | 4 s |
| Paraphrase | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 16:15 | yes | 8 | 12 s |
| Paraphrase | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 16:17 | yes | 5 | 5 s |
| Paraphrase | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 12:25 | yes | 24 | 27 s |
| Paraphrase | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 09:37 | yes | 5 | 3 s |
| Paraphrase | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 09:34 | no | 0 | 28 s |
| Paraphrase | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 09:01 | yes | 20 | 52 s |
| Paraphrase | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 12:56 | yes | 20 | 27 s |
| Paraphrase | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 12:14 | no | 0 | 31 s |
| Paraphrase | GPT-6 Luna | gpt-6-luna | 2026-11-01 17:36 | yes | 3 | 17 s |
| Paraphrase | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 12:01 | yes | 15 | 22 s |
| Comparative | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 13:51 | yes | 9 | 8 s |
| Comparative | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 11:32 | yes | 6 | 10 s |
| Comparative | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 13:57 | yes | 7 | 18 s |
| Comparative | Perplexity Sonar | sonar | 2026-11-01 15:00 | yes | 10 | 7 s |
| Comparative | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 15:56 | yes | 5 | 16 s |
| Comparative | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 11:48 | yes | 5 | 9 s |
| Comparative | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 13:11 | yes | 21 | 29 s |
| Comparative | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 16:59 | yes | 5 | 3 s |
| Comparative | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 15:45 | yes | 5 | 20 s |
| Comparative | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 15:15 | yes | 10 | 87 s |
| Comparative | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 08:44 | yes | 15 | 48 s |
| Comparative | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 14:11 | yes | 5 | 23 s |
| Comparative | GPT-6 Luna | gpt-6-luna | 2026-11-01 16:13 | yes | 8 | 23 s |
| Comparative | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 10:16 | yes | 15 | 23 s |
| Budget constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 09:30 | yes | 15 | 8 s |
| Budget constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 09:38 | yes | 3 | 4 s |
| Budget constrained | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 09:35 | no | 0 | 13 s |
| Budget constrained | Perplexity Sonar | sonar | 2026-11-01 15:16 | yes | 10 | 3 s |
| Budget constrained | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 13:58 | yes | 14 | 12 s |
| Budget constrained | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 12:28 | yes | 5 | 3 s |
| Budget constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 14:21 | yes | 15 | 22 s |
| Budget constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 13:51 | yes | 5 | 3 s |
| Budget constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 11:22 | yes | 5 | 24 s |
| Budget constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 13:23 | yes | 9 | 18 s |
| Budget constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 10:24 | yes | 15 | 27 s |
| Budget constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 15:40 | yes | 5 | 21 s |
| Budget constrained | GPT-6 Luna | gpt-6-luna | 2026-11-01 08:57 | yes | 2 | 11 s |
| Budget constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 09:11 | yes | 14 | 19 s |
| Scale constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 17:12 | no | 0 | 6 s |
| Scale constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 10:51 | no | 0 | 7 s |
| Scale constrained | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 17:14 | no | 0 | 18 s |
| Scale constrained | Perplexity Sonar | sonar | 2026-11-01 08:44 | yes | 10 | 9 s |
| Scale constrained | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 16:40 | yes | 10 | 13 s |
| Scale constrained | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 09:06 | no | 0 | 8 s |
| Scale constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 11:28 | yes | 24 | 29 s |
| Scale constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 17:19 | yes | 5 | 2 s |
| Scale constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 13:33 | no | 0 | 31 s |
| Scale constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 08:45 | yes | 15 | 26 s |
| Scale constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 12:17 | yes | 15 | 23 s |
| Scale constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 17:21 | yes | 10 | 22 s |
| Scale constrained | GPT-6 Luna | gpt-6-luna | 2026-11-01 12:35 | yes | 2 | 14 s |
| Scale constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 09:54 | yes | 15 | 21 s |
| Negative framing | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 17:01 | yes | 18 | 10 s |
| Negative framing | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 09:23 | no | 0 | 4 s |
| Negative framing | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 12:09 | yes | 8 | 23 s |
| Negative framing | Perplexity Sonar | sonar | 2026-11-01 09:00 | yes | 10 | 5 s |
| Negative framing | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 16:43 | yes | 14 | 14 s |
| Negative framing | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 08:55 | yes | 5 | 4 s |
| Negative framing | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 12:54 | yes | 25 | 31 s |
| Negative framing | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 08:44 | yes | 5 | 2 s |
| Negative framing | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 16:24 | no | 0 | 34 s |
| Negative framing | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 09:40 | yes | 25 | 24 s |
| Negative framing | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 09:46 | yes | 25 | 56 s |
| Negative framing | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 16:57 | no | 0 | 19 s |
| Negative framing | GPT-6 Luna | gpt-6-luna | 2026-11-01 14:47 | yes | 4 | 19 s |
| Negative framing | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 17:26 | yes | 25 | 37 s |
Normalization in this category
Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.
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Category-scoped readings
Avaya read as Avaya Infinity
Avaya (including Experience Platform/OneCloud) read as Avaya Infinity
Dialpad read as Dialpad Ai Contact Center
Genesys read as Genesys Cloud CX
Genesys (PureConnect, PureCloud, or Cloud CX) read as Genesys Cloud CX
Microsoft read as Microsoft Dynamics 365 Contact Center
Nextiva read as Nextiva Contact Center
Salesforce read as Salesforce Service Cloud
Salesforce (Service Cloud/Contact Center) read as Salesforce Service Cloud
Salesforce Service Cloud Voice read as Salesforce Service Cloud
Zendesk read as Zendesk Contact Center
Zendesk (Basic) read as Zendesk Contact Center
Zendesk Suite read as Zendesk Contact Center
Zendesk Suite (Contact Center) read as Zendesk Contact Center
Unresolved, counted raw
AWS Amazon Connect
Amazon Web Services
Avaya Aura 10.1.x
Avaya Aura Contact Center & Avaya One Cloud CaaS
Cisco
Cisco UCCE / UCCX On-Premises
Cisco Unified Contact Center Express (UCCX)
Five9 Digital
Genesys Engage (On-Premises)
GoTo Contact Center
ICTContact
Intermedia Contact Center
Microsoft Teams Telephony
OSDial
Odigo
PureSpeak
Puzzel
RingCentral CX
Twilio
UJET CCaaS
ULTATEL
Vanilla Asterisk/Vicidial
XTIU
Xima Software
Zendesk voice/contact-center products
Zoho
net2phone
Discontinued, still offered
No shut-down product was recommended here.