Overview Leaderboard Methodology
Industry Report

Contact Center Software

Enterprise-grade systems for managing high-volume voice and digital interactions, workforce management, and analytics across channels.

Brands tracked: 39
Brands analyzed: 39
Last updated: 2026-04-22
Model: OpenAI GPT-5
Prompts: 299
Total responses: 1,540
Top Brand Overall?
Genesys
90/100

Highest overall AI Visibility Score in this industry.

LBA Leader?
Zendesk
87

Highest score on the LBA metric in this industry.

Authority Leader?
Genesys
83

Highest score on the Authority metric in this industry.

TOM Leader?
Genesys
100

Highest score on the TOM metric in this industry.

Genesys is the default answer in AI responses for Contact Center Software

Genesys and NICE together dominate AI responses for Contact Center Software. Both brands consistently surface unprompted, with the model treating them as the default answers for most category queries. Brands outside the top two face a structural disadvantage: users are usually given these two before the model even considers alternatives.

Brand Leaderboard All 39 Contact Center Software brands ranked

Ranked by overall AI Visibility Score (smoothed geometric mean of LBA, Authority, and TOM with an LBA-based floor on Authority and TOM, see methodology). Click any brand for the full report.

# Brand LBA Authority TOM Overall
1
Genesys
genesys.com
 86
83
100
90
2
NICE
nice.com
 86
73
100
86
3
Five9
five9.com
 81
50
88
71
4
Talkdesk
talkdesk.com
 74
41
82
63
5
Zendesk
zendesk.com
 87
23
50
47
6
RingCentral Video
ringcentral.com
 51
26
57
43
7
Amazon
amazon.com
 82
8
67
39
8
Dialpad Sell
dialpad.com
 62
12
37
31
9
Cisco
cisco.com
 74
7
40
30
10
Webex
webex.com
 77
8
37
30
11
Salesforce
salesforce.com
 85
9
20
26
12
Aircall
aircall.io
 73
7
20
24
13
Avaya
avaya.com
 65
6
22
23
14
Freshworks
freshworks.com
 71
7
14
21
15
Intercom
intercom.com
 83
8
8
20
16
Twilio
twilio.com
 83
8
8
20
17
Verint
verint.com
 72
9
7
18
18
Calabrio
calabrio.com
 70
7
7
17
19
CloudTalk
cloudtalk.io
 68
7
7
17
20
eGain
egain.com
 72
7
7
17
21
Glia
glia.com
 69
7
7
17
22
Mitel
mitel.com
 71
7
7
17
23
Nextiva
nextiva.com
 70
7
7
17
24
Sprinklr
sprinklr.com
 71
7
7
17
25
Zoom Workplace
zoom.com
 64
6
9
17
26
Uniphore
uniphore.com
 65
6
6
16
27
Bright Pattern
brightpattern.com
 59
6
6
15
28
Dixa
dixa.com
 59
6
6
15
29
Enghouse Interactive
enghouseinteractive.com
 62
6
6
15
30
Content Guru
contentguru.com
 57
6
6
14
31
UJET
ujet.cx
 57
6
6
14
32
Puzzel
puzzel.com
 50
5
5
13
33
Anywhere365
anywhere365.io
 49
5
5
12
34
Alvaria
alvaria.com
 45
4
4
11
35
Luware
luware.com
 43
4
4
11
36
Odigo
odigo.com
 43
4
4
11
37
Vocalcom
vocalcom.com
 44
4
4
11
38
C
ComputerTalk
computertalk.com
 36
4
4
10
39
8x8 Meet
8x8.com
 36
4
4
9

How is this calculated? Methodology

Every brand in this leaderboard is scored against the same set of 299 shared Contact Center Software prompts. The same prompts, same model, same iterations. So differences in scores reflect actual differences in AI visibility, not differences in measurement.

Overall AI Visibility Score
Smoothed geometric mean of LBA, Authority and TOM. Authority and TOM are floored at LBA × 0.1 before the geometric mean (the same floor used in the per-metric cards above, so brand cards and the composite tell the same story). Formula: composite = ((LBA + 5)(Authority + 5)(TOM + 5))^(1/3) - 5. The floor keeps brands the model clearly recognises but doesn't yet recommend from collapsing to zero, while a single genuinely weak metric still pulls the composite down. Full methodology.
Shared industry prompts
For Authority and TOM, all brands in the industry are scored against the same 299 category prompts (e.g. "best SEO tools for agencies"). This makes brand-to-brand comparisons valid - everyone faces identical inputs. LBA prompts are per-brand because they ask brand-specific questions.
Latent Brand Association (LBA)
5 brand probes + 1 control prompt, each run 5 times in recall mode (no web search). LBA = quality × meta × stability × share × recognition × 100. Read the full LBA methodology →
LLM Authority
50 organic category prompts (discovery, comparison, problem and transactional intents), each run once in recall mode and once in retrieval mode. Score = frequency × log-decayed prominence × intent weight, then 50/50 averaged across the two modes. Read the full Authority methodology →
Top of Mind (TOM)
15 high-volume discovery prompts (sourced from Keywords Everywhere search-volume data), each run 5 times in pure recall mode (no web). Score = frequency × (0.5 + 0.5 × log-prominence), volume-weighted. Read the full TOM methodology →