Top 15 Contact Center Solution Providers in 2025 (And How AI Search Engines Like ChatGPT, Perplexity & Gemini Choose Them)

A few years ago, winning visibility as a contact center solution provider was straightforward. If your company ranked on Google’s first page for “top contact center software”, you had a real shot at getting the clicks and leads.

But that’s no longer enough. Decision-makers are not only searching on Google. They’re also turning to AI tools like ChatGPT, Perplexity, Gemini, and Claude. Even Google itself is surfacing answers through AI Overviews and AI mode. 

These platforms serve up curated shortlists of the “best.” If your brand doesn’t appear there, you’re invisible at the exact moment prospects are ready to choose.

So which brands appear in the top lists and get visibility across AI surfaces? To find out, we ran a simple experiment. We asked each of these AI tools the same question: Who are the Top 15 Contact Center Solution Providers in 2025? Then we tracked the overlap – who kept showing up, and who didn’t.

This article breaks down the results. Who gets ranked. Why they stay visible. And what it means for anyone trying to claim a top spot among the best contact center solution providers.

Methodology – How we ran this test?

Our goal was simple. To find which contact center solution providers stand out across AI tools.

We kept it straightforward and asked the same question across ChatGPT, Gemini, and Perplexity: Can you list Top 15 Contact Center Solution Providers in 2025?

Each platform gave its version of the top 15. We wanted to see which providers overlapped and who kept showing up across all three lists.

Source – Gemini

Best Contact Center Solution Providers – Recommended by ChatGPT, Perplexity & Gemini

Across all three platforms, a total of 22 companies showed up. That’s not a huge list. 

When you ask for 15 brands and only 22 surface in total, it is a signal that the market is concentrated. The same providers keep getting repeated, which means there’s strong overlap in who AI tools see as leaders.

To measure that overlap, we applied the AI Visibility Score. This simple metric tracks how often a brand appears across the three platforms. A perfect 100% means the provider was present in every list. Lower scores reflect fewer appearances.

The table below lists the vendors that consistently ranked across multiple AI tools. These are the names that dominate visibility when buyers search through ChatGPT, Gemini, and Perplexity.

From our own experience tracking competitors in the contact center industry, most of these names weren’t surprising. Genesys, NICE, Five9, Talkdesk, Amazon Connect, and RingCentral have always been among the top players.

What was unexpected was who didn’t appear. Cisco, with its Webex platform and strong enterprise presence, was missing from the top 15 across two AI mentions.

This mix of expected leaders and surprising omissions highlights how AI tools rank visibility differently from traditional analyst reports.

Next, we wanted to know how these platforms came up with these names. So we did some digging and here’s what we found. 

3 Reasons Why These Contact Center Brands Dominate AI Recommendations

The top names on our list are not new to the industry. They are well known, widely deployed, and trusted across global enterprises.

But reputation alone does not explain why they consistently surface in ChatGPT, Gemini, and Perplexity. Each of these AI tools draws from different sources, yet the same brands keep reappearing. That happens because they tick multiple boxes that AI systems weigh heavily when generating recommendations.

Here are the three biggest factors that explain why these providers dominate AI visibility:

#1. These names keep repeating across Analyst Reports

One of the top reasons these names keep repeating across lists is their presence in analyst reports. Be it Gartner Magic Quadrant, Forrester Wave report, or IDC Marketspace, these brands consistently score high. 

Contact Center providers like Genesys, NICE, Amazon Connect, Five9, and Talkdesk dominate the leaderboards across each of these lists. 

Analyst coverage drives credibility. If you’re in the waves and quadrants often enough, AI tools pick you up as a default choice. That’s why most of the players on our list look identical to the analyst leaders. For instance, consider the Forrester Wave Q2, 2025 Report which lists the top providers in the space for the quarter.  All the companies on our list appear, except for Vonage and Cisco.  

Source – Forrester Wave 2025

The gist is repeated coverage across analyst reports cements authority. These reports set the baseline for who counts as credible in the CCaaS market.

#2. They Keep Coverage Fresh

Another reason these brands keep surfacing is that they never go quiet. They put out new content, get featured in industry publications, and keep showing up in fresh “best of” lists. That constant activity keeps them visible to both buyers and AI tools.

Take Zoom Contact Center. It published its own 2025 blog on the best contact center software, where it naturally listed itself alongside other leaders. 

Then there’s NICE and Talkdesk. Both not only have their own publications but also partners with top trade outlets. NICE, for instance, sponsors whitepapers and reports on Call Centre Helper, one of the most recognized industry publications.

The lesson is simple: when your name keeps appearing in new articles, blogs, and reports, AI tools notice. Fresh mentions reinforce credibility, and that steady drumbeat of coverage makes these vendors hard to miss.

#3. They Run Their Own Content Engines

The top names don’t just rely on analysts or third-party blogs to tell their story. They’ve built their own content machines that keep them visible everywhere buyers and AI systems look.

Take Genesys for example. They publish a steady stream of reports, guides, and whitepapers on CX benchmarks and best practices. Not just that, they host global events and webinars that get amplified through write-ups and backlinks. Their blog and podcast feed the market with thought leadership and features, while video demos and explainers make sure they show up across multimedia search.

Source – Genesys

This kind of full-funnel content presence makes Genesys impossible to ignore. Search Google, scroll LinkedIn, or open an analyst report, you’ll see them. And because AI tools crawl those same sources, they keep surfacing in the shortlists. Here’s what the numbers for Genesys looks like, as of August 2025. 

Source – ahrefs

It’s not just Genesys. NICE runs CXone blogs and resource hubs that dominate for customer experience keywords. Five9 publishes ebooks, case studies, and CX Summit material that get cited widely. Talkdesk even operates its own research arm, producing benchmark reports that become inputs for analyst write-ups and AI engines alike.

The strongest contact center solution providers maintain their own media engines. They don’t wait for recognition. They create it – through blogs, reports, events, and podcasts that constantly reinforce their position in the market.

5 Things Contact Center Providers Can Do to Appear More Often Across AI Surfaces

If your contact center solution isn’t showing up in AI-recommended shortlists yet, it’s totally fixable. You just need to think in terms of what AI systems see, remember, and reuse. And then make your footprint easier for them to recognize.

Presence across these surfaces is more important than ever now. As each click from these surfaces is 4.4 times more valuable than a click from a traditional search engine.

But you don’t have to overhaul your business to win here. You need to adjust how you surface your proof points – your integrations, security features, customer wins – in ways AI can consistently detect and reuse. 

Here are five practical moves you can make to make it happen 

#1. Create Landing Pages That Match Every Deployment Model

A single “contact center software” page won’t cut it. Buyers look for different deployment types based on their needs. For example, on-premise, cloud-based CCaaS, hybrid, or enterprise-grade setups. 

If not done yet, you can start with creating dedicated landing pages for each deployment type, with clear use cases and the features that come along with it.

You can also go deeper into verticals. For instance, create pages like “Best Contact Center Solutions for Banks” or “Top Contact Center Tools for Retail.” 

AI tools pick up that specificity, and the more tailored your content is, the more likely it is to be surfaced.

#2. Create Blog Posts Tailored to Each Vertical

One tactic we’ve seen deliver consistent results is publishing dedicated blog posts for individual industry verticals. Instead of pushing out broad, generic content, we built highly specific resources for sectors like retail, education, banking, financial services, e-commerce, travel, and real estate.

This vertical-first approach makes the content instantly more relevant and discoverable. For example, if someone searches for contact center software for financial services or call center solutions for e-commerce, one of our client’s blogs show up directly in those results.

Source – ChatGPT

Beyond visibility, it also allows us to showcase product features in the exact context the audience cares about, boosting both engagement and conversion.

#3. Get Featured in Industry Reports and Trusted Publications

AI doesn’t just crawl your website – it leans on industry publications and analyst-style reports to decide who matters. That means showing up in places like CX Today, TechRadar, Call Centre Helper, or similar niche outlets that constantly publish rankings and comparisons.

If you can’t break into the big analyst quadrants, you can go where it’s more realistic. For instance:

• Sponsored content or reports in trade publications can give you guaranteed visibility while borrowing their authority.
• Editorial features in outlets like TechRadar can build credibility and help AI recognize your brand as part of the conversation.
  

And if those doors are slow to open, you can create your own analyst-style blog posts. For example, Harmonix built its own Enterprise Call Center Software roundup, listing itself alongside competitors. The format signals trust and curation and is exactly the type of content AI surfaces.

#4. Structure Content So Machines Can Parse It

AI surfaces need to understand and extract information. Yes, it can crawl PDFs, but that’s slow and messy. If your most important details are buried in a 40-page brochure, you risk being overlooked.

You can make life easier for machines and your content get easily parsed by:

• Publishing your features, integrations, and pricing in clear landing pages or blog posts, not just PDFs.
• Use HTML tables, bullet lists, and schema markup so content is structured and recognizable.
• Build FAQ sections that answer common queries in a Q&A format AI can lift directly.

The simpler and more structured your content, the higher the chance it gets surfaced in AI summaries, comparisons, and answers.

Related Read: How to Rank in Google AI Overviews in 5 Simple Ways (Before Your Competitors Do) 

#5.  Make Reviews and Positioning Unmissable

Reviews can make or break your credibility. Enterprise buyers and AI models both lean on reviews from peer review sites like Gartner Peer Insights, G2, and TrustRadius to cross-check sentiment before shortlisting vendors.

You can encourage customers to leave authentic reviews, and don’t let them live only on third-party platforms. You can reinforce this positioning across your homepage, blogs, and product pages. 

For example, Nextiva doesn’t just collect user reviews. It amplifies and cleverly positions them across its website, making credibility impossible to miss. 

Source – Nextiva

This strategy ensures both human buyers and AI systems consistently connect you with trust and authority.

These five tactics mirror what we’ve seen top contact center solution providers apply. If you want AI shortlists to notice you, this is the playbook to start with. And if you need a bit more help to implement these lessons, Concurate can help. 

Want to Gain Visibility in the Contact Center Industry?

Contact center solutions is a fiercely competitive space. Dozens of providers are fighting for the same buyer’s attention.  And lately, it’s not just on Google search, but inside AI engines like ChatGPT, Perplexity, Gemini, and Claude. If you’re not showing up there, you’re invisible when decisions are being made.

At Concurate, we’ve built dozens of campaigns specifically for the contact center industry. That experience gives us an edge. We know how buyers search. What pain points matter, and which content assets AI models are most likely to pick up and reuse.

The result is simple. Our clients show up across AI surfaces instead of getting buried in comparisons.

If your goal is to stand out in the contact center space, we can help. Not as another vendor. But as the recommended provider. Book a call and let’s map the path.