Ideal - Cloud & AI Software Consulting

We at Ideal, provide research services related to In-depth technical and performance research, doing analytical and bias-free comparative studies for CCaaS, UCaaS, AI, Gen AI, WFM, and CRM Solutions.

 

Our Research services cover the following for CCaaS & AI Providers -

• Advantages & Limitations

• Recommendations

• Detailed capability comparison

• Detailed Feature Comparison ( All aspects of inbound, outbound, omnichannel, integrations, automation, code, no-code features)

• Market Overview

• Future outlook

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We have researched leading CCaaS players, including Genesys, Five9, NICE CXOne, Amazon Connect, Google CCAI, and Contact Center Automation leaders like Kore.ai and CCAI.

 

We also conduct on-demand research and comparative studies on Generative AI bot and virtual Agent providers for all leaders, challengers, visionaries, and niche players as per Gartner's magic quadrant. 

Leaders

• Kore.ai

• IBM

• Amelia

• Avaemo

• Cognigy

• OneReach.ai

• Google

• Omilia

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Challengers

• Yellow.ai

• Sprinklr

• boost.ai

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Niche Players

• layer

• Aisera

• [24]7.ai

• indenta

• sinch

• eGain

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Visionaries

• OpenStream.ai

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Some Sample Comparisons & Research

• Security and encryption capabilities ( secure payments, compliances) of ccaas platforms

• Self Service Capability comparison

• CRM Integration Capabilities Comparison

• ACD queuing and routings

• WFM capabilities ( Verint, Calabrio, Aspect)

• Quality Monitoring Capabilities

• Service Cloud Voice offering ( Salesforce)

• CCaaS Budget player's capabilities ( Lifesize, 8x8, others)

• CPaaS vendor capabilities ( Twilio, Vonage)

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