Contact Center AI visibility leaderboard

Contact Center tools help support and success teams handle customer calls and messages. Buyers increasingly start this search inside AI assistants, which narrow 48 vendors down to a shortlist of three to five.

Genesys leads Contact Center with an AI visibility score of 52.3 and appears in 65% of AI answers about Contact Center (SlateIndex, Nov 3, 2026).
AI engines named 48 Contact Center brands; Genesys, CXone and Salesforce hold 23% of all mentions.
Genesys leads on all 3 engines.
Dialpad gained the most visibility since the previous weekly run: +4 points.
g2.com is the most cited source for Contact Center, with 5.1% of citations.

Data collected Nov 3, 2026·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run Nov 9, 2026

30 prompts Track this category

Mention rate

Consensus Pick1

Leader0

Challenger7

Authority Builder0

Genesys CXone Salesforce Five9 Talkdesk CX Cloud Zendesk Amazon Connect Aircall

Citation authority

Brand	Mention rate	Citation authority	Answers citing own site	Position
Genesys	65.1%	16.3%	8 of 49	Consensus Pick
Salesforce	53.8%	37.1%	13 of 35	Challenger
Talkdesk CX Cloud	48.9%	15.4%	6 of 39	Challenger
CXone	46.5%	0%	0 of 37	Challenger
Five9	45.2%	5.6%	2 of 36	Challenger
Zendesk	38.8%	28%	7 of 25	Challenger
Amazon Connect	37.8%	6.7%	2 of 30	Challenger
Aircall	28.8%	15.8%	3 of 19	Challenger

Momentum: who’s gaining and losing in AI

Change in each brand’s share of AI mentions vs four weekly runs ago.

← losinggaining →

+4.6pp4.3→8.9%

+1.1pp1.7→2.8%

+1pp1.2→2.2%

+0.9pp3.8→4.7%

+0.9pp3→3.9%

+0.6pp3.9→4.5%

Microsoft Dynamics 365 Contact Center

+0.5pp2.4→2.9%

+0.4pp2.9→3.3%

+0.4pp1→1.4%

+0.4pp0.6→1%

+0.3pp5→5.3%

Cisco Webex Contact Center

+0.3pp3.1→3.4%

+0.3pp0.9→1.2%

+0.2pp0.8→1%

+0.2pp0.5→0.7%

+0.1pp6.1→6.2%

+0.1pp0→0.1%

+0.1pp0→0.1%

0pp1.4→1.4%

0pp0.8→0.8%

0pp0.5→0.5%

0pp0.1→0.1%

0pp0.2→0.2%

0pp0→0%

0pp0→0%

0pp0→0%

0pp0→0%

0pp0→0%

0pp0→0%

0pp0→0%

0pp0→0%

−0.1pp6.8→6.7%

−0.1pp3.4→3.3%

−0.1pp2.5→2.4%

−0.1pp0.5→0.4%

−0.1pp0.3→0.2%

−0.1pp0.5→0.4%

−0.1pp0.3→0.2%

−0.2pp3.8→3.6%

−0.2pp0.5→0.3%

−0.3pp1.3→1%

−0.4pp0.8→0.4%

−0.5pp3.9→3.4%

−0.6pp6.9→6.3%

−0.9pp8.2→7.3%

−1pp5.9→4.9%

Brand	4 runs ago	Now	Change
Genesys	4.3%	8.9%	up+4.6pp
Zoom Contact Center	1.7%	2.8%	up+1.1pp
Freshworks	1.2%	2.2%	up+1pp
RingCentral	3.8%	4.7%	up+0.9pp
Dialpad	3%	3.9%	up+0.9pp
Nextiva	3.9%	4.5%	up+0.6pp
Microsoft Dynamics 365 Contact Center	2.4%	2.9%	up+0.5pp
Twilio Flex	2.9%	3.3%	up+0.4pp
8x8	1%	1.4%	up+0.4pp
Sprinklr	0.6%	1%	up+0.4pp
Zendesk	5%	5.3%	up+0.3pp
Cisco Webex Contact Center	3.1%	3.4%	up+0.3pp
Zoho	0.9%	1.2%	up+0.3pp
Avaya	0.8%	1%	up+0.2pp
Vonage	0.5%	0.7%	up+0.2pp
Five9	6.1%	6.2%	up+0.1pp
Front	0%	0.1%	up+0.1pp
Infobip	0%	0.1%	up+0.1pp
JustCall	1.4%	1.4%	no change0pp
Intercom	0.8%	0.8%	no change0pp
Ringover	0.5%	0.5%	no change0pp
GoTo Connect	0.1%	0.1%	no change0pp
3CX	0.2%	0.2%	no change0pp
Asterisk	0%	0%	no change0pp
FreePBX	0%	0%	no change0pp
GOautodial	0%	0%	no change0pp
Gorgias	0%	0%	no change0pp
Issabel	0%	0%	no change0pp
Kixie	0%	0%	no change0pp
Kustomer	0%	0%	no change0pp
Mitel	0%	0%	no change0pp
Talkdesk CX Cloud	6.8%	6.7%	down−0.1pp
HubSpot	3.4%	3.3%	down−0.1pp
CloudTalk	2.5%	2.4%	down−0.1pp
CallHippo	0.5%	0.4%	down−0.1pp
Bitrix24	0.3%	0.2%	down−0.1pp
UJET	0.5%	0.4%	down−0.1pp
Gladly	0.3%	0.2%	down−0.1pp
Aircall	3.8%	3.6%	down−0.2pp
VICIdial	0.5%	0.3%	down−0.2pp
Verint	1.3%	1%	down−0.3pp
Content Guru	0.8%	0.4%	down−0.4pp
AWS	3.9%	3.4%	down−0.5pp
CXone	6.9%	6.3%	down−0.6pp
Salesforce	8.2%	7.3%	down−0.9pp
Amazon Connect	5.9%	4.9%	down−1pp

Leaderboard

Brands mentioned in AI answers in the weekly run of Nov 3. Every engine ranks Genesys first.

Microsoft Dynamics 365 Contact Center

Cisco Webex Contact Center

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Visibility score trend

Weekly runs over the last 60 days, top 8 brands. Click a name to hide or show its line.

Genesys leads Contact Center at 52.3%. Genesys gained 30.1 points over 1 weekly run.

Prompts in Contact Center

The buyer questions SlateIndex runs for this category every week.

Open in prompt library

Prompt	Intent	Top pick	Brands	Weekly runs
What is a contact center platform and when does a company need one?	Informational Discovery	Salesforce	+11	2
How do I choose a contact center platform for a mid-market team?	Informational Discovery	Salesforce	+13	2
What features matter most in a contact center platform?	Informational Discovery	Salesforce	+10	2
What are common mistakes when buying a contact center platform?	Informational Discovery	Avaya		2
How do companies handle customer calls and messages without a dedicated tool?	Informational Discovery	Zendesk	+4	2
What is the difference between a contact center platform and Help Desk software?	Informational Discovery	Zoom Contact Center	+7	2
What should a contact center platform integrate with?	Informational Discovery	Salesforce	+12	2
How long does it take to roll out a contact center platform?	Informational Discovery	RingCentral	+7	2
What are the best Contact Center tools in 2026?	Commercial Comparison	CXone	+16	2
Top contact center platform options for B2B SaaS companies	Commercial Comparison	Zendesk	+12	2
Best contact center platform for startups	Commercial Comparison	Aircall	+11	2
Best contact center platform for enterprise	Commercial Comparison	Genesys	+10	2
Which contact center platform has the best reviews?	Commercial Comparison	Salesforce	+8	2
Compare the leading Contact Center platforms	Commercial Comparison	Genesys	+16	2
Alternatives to the most popular contact center platform	Commercial Alternatives	Genesys	+15	2
Best contact center platform with AI features	Commercial Comparison	Genesys	+10	2
Most affordable contact center platform that is still reliable	Commercial Comparison	Nextiva	+11	2
Which Contact Center vendors do analysts recommend?	Commercial Comparison	CXone	+16	2
How much does a contact center platform cost per month?	Transactional Pricing	Genesys	+6	2
Which contact center platform offers a free trial?	Transactional Pricing	Zendesk	+11	2
Is there a free contact center platform for small teams?	Transactional Pricing	Freshworks	+7	2
What is the typical pricing model for Contact Center software?	Transactional Pricing	Nextiva	+7	2
Which contact center platform has transparent pricing?	Transactional Pricing	Genesys	+9	2
Which Contact Center tools offer annual discounts?	Transactional Pricing	Aircall	+11	2
Official website of the top contact center platform vendors	Navigational Validation	Genesys	+19	2
Where can I sign up for a contact center platform?	Navigational Validation	Dialpad	+12	2
Who makes the most used contact center platform?	Navigational Validation	CXone	+4	2
Is 3CX a good contact center platform?Names 3CX · counts on its brand page only	Navigational Validation	3CX	+8	2
What are the pros and cons of 8x8?Names 8x8 · counts on its brand page only	Navigational Validation	8x8	+3	2
How much does Amazon Connect cost?Names Amazon Connect · counts on its brand page only	Navigational Validation	Amazon Connect		2

Most cited sources

Where engines get their information when they answer Contact Center prompts.

Source	Type	Share of citations	Citations	Prompts
g2.com	Review site	5.1%	40	16
nextiva.com	Brand site	4.6%	36	20
salesforce.com	Brand site	3.9%	30	16
gartner.com	Analyst	3.5%	27	13
ringcentral.com	Brand site	3.3%	26	16
amazon.com	Brand site	2.2%	17	3
zendesk.com	Brand site	2.1%	16	12
rankite.com	Web	1.8%	14	8
techtarget.com	Web	1.7%	13	12
capterra.com	Review site	1.5%	12	6
genesys.com	Brand site	1.5%	12	11
3cx.com	Brand site	1.4%	11	1
cloudtalk.io	Brand site	1.4%	11	8
contactcenternation.com	Web	1.3%	10	9
itechguides.com	Web	1.3%	10	8
linkedin.com	Social	1.3%	10	9
nice.com	Web	1.3%	10	8
ciopages.com	Web	1.2%	9	8
justcall.io	Brand site	1.2%	9	7
metrigy.com	Web	1.2%	9	2
microsoft.com	Web	1.2%	9	6
cisco.com	Web	1%	8	6
dialpad.com	Brand site	1%	8	6
logowik.com	Web	1%	8	8
softwareadvice.com	Review site	1%	8	7

All vendors in Contact Center

Every Contact Center brand tracked by SlateIndex.

Cisco Webex Contact Center

Microsoft Dynamics 365 Contact Center

Compare the leaders

Genesys vs CXone Genesys vs Salesforce Genesys vs Five9

Contact Center in AI answers: questions

Which Contact Center software do AI assistants recommend most?

Genesys, CXone and Salesforce are recommended most often. Genesys leads with an AI visibility score of 52.3 and appears in 65% of answers (data of Nov 3, 2026).

Which Contact Center tool do ChatGPT, Perplexity and Google AI Mode recommend?

ChatGPT puts Genesys first (59.6), Perplexity puts Genesys first (45.9) and Google AI Mode puts Genesys first (51.3).

Which sources do AI engines cite for Contact Center?

g2.com (5.1%), nextiva.com (4.6%) and salesforce.com (3.9%) are cited most often in answers about Contact Center.

How is the Contact Center ranking calculated?

SlateIndex asks ChatGPT, Perplexity and Google AI Mode 30 Contact Center buyer questions every week and scores each brand by how often and how high it appears in their answers. The methodology page has the formulas.

More in Customer Service

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Cite as: SlateIndex, “Contact Center AI visibility leaderboard”, https://slateindex.ai/category/contact-center, data of Nov 3, 2026. Licence: CC BY 4.0.

Contact Center AI visibility leaderboard

Where vendors stand in Contact Center

Momentum: who’s gaining and losing in AI

Leaderboard

Visibility score trend

Prompts in Contact Center

Most cited sources

All vendors in Contact Center

Compare the leaders

Contact Center in AI answers: questions

Which Contact Center software do AI assistants recommend most?

Which Contact Center tool do ChatGPT, Perplexity and Google AI Mode recommend?

Which sources do AI engines cite for Contact Center?

How is the Contact Center ranking calculated?

More in Customer Service