Question: I'm looking for a cloud-based contact center solution that integrates with my CRM and provides real-time analytics.

Vonage has a full-featured cloud-based contact center, Vonage Contact Center (VCC), with pre-built CRM integration, real-time analytics and customizable dashboards to monitor KPIs. Among its features are AI-Powered Routing, Conversation Analyzer for transcribing and tagging calls, and advanced reporting. The idea is to help agents work more efficiently and to offer customers a unified, omnichannel experience.

Five9 is another mature option, using AI and automation to try to make customer interactions more effective. It supports multiple CRM systems and offers tools to manage customer interactions across many communication channels. With features like interaction analytics, geo-redundancy, call recording and workflow automation, Five9 says it can help companies improve customer satisfaction and lower operational costs.

UJET also offers a powerful cloud-based foundation that integrates with popular CRMs. It offers real-time analytics, biometric authentication and media sharing abilities. UJET's channel blending and photo/video sharing abilities are designed to keep customers in the same context and resolve issues more quickly.

If you want a broader suite of tools, Genesys Cloud CX offers a range of tools for omnichannel engagement and contact center optimization. With AI and automation, it's designed to improve response rates, first-call resolution and agent productivity. More than 8,000 organizations use it to try to offer customers personalized and scalable interactions.