Who each engine recommends
Position of every brand named in the latest run.
| Brand | ChatGPT | Perplexity | AI Mode | Mention rate |
|---|---|---|---|---|
| CXoneTop pick | #1 | #2 | #1 | |
| Genesys | #2 | #3 | #2 | |
| Five9 | #3 | — | #3 | |
| Avaya | #7 | — | #4 | |
| Cisco Webex Contact Center | #4 | — | #5 | |
| Salesforce | — | #1 | — | |
| Amazon Connect | #5 | — | — | |
| Talkdesk CX Cloud | #6 | — | — |
Mention rate over time
Share of engines naming each brand, weekly over the last 60 days (up to 8 brands).
8 brands
CXone is named by 100% of engines today.
Responses
What each engine answered, and how the shortlist moved.
ChatGPT · run of Nov 3 · sentiment toward the top pick: → Neutral
- CXone — The answer is NiCE (formerly NICE), if you're talking about the largest cloud-based contact center platform provider by revenue.
- Genesys
- Five9
- Cisco Webex Contact Center New this week
- Amazon Connect
- Talkdesk CX Cloud
- Avaya — One important distinction: If you're asking about traditional on-premises contact centers, Avaya is the market leader, with 36.3% of global revenue in 2025. ↑ 1 vs last week
Dropped from this engine’s shortlist this week: AWS, Content Guru
Perplexity · run of Nov 3 · sentiment toward the top pick: ↑ Positive
- Salesforce — Salesforce appears to have the broadest user presence among contact-center platforms, based on G2’s market-presence data for Agentforce Service (formerly Salesforce Service Cloud), which ranks it highest in the category. ↑ 6 vs last week
- CXone — However, if “most used” means traditional enterprise contact-center infrastructure, the leading vendors are typically NICE and Genesys. ↓ 1 vs last week
- Genesys — However, if “most used” means traditional enterprise contact-center infrastructure, the leading vendors are typically NICE and Genesys. ↓ 1 vs last week
Dropped from this engine’s shortlist this week: Amazon Connect, Avaya, Cisco Webex Contact Center, Five9
Google AI Mode · run of Nov 3 · sentiment toward the top pick: → Neutral
The answer depends on whether you are looking at legacy on-premises/dedicated platforms or the modern Cloud Contact Center-as-a-Service (CCaaS) market.
- CXone — Cloud & Overall Market Leader (CCaaS): NICE. ↑ 1 vs last week
- Genesys — Key Competitors: Closely following in the cloud space are Genesys (~20%) and Five9Five9 (~12.7%).[](https://www.metrigy.com/product/ccaas-contact-center-platforms-market-share-forecast-report-1q26/). ↓ 1 vs last week
- Five9 — Key Competitors: Closely following in the cloud space are Genesys (~20%) and Five9Five9 (~12.7%).[](https://www.metrigy.com/product/ccaas-contact-center-platforms-market-share-forecast-report-1q26/). New this week
- Avaya — On-Premises & Enterprise Legacy Leader: Avaya.
- Cisco Webex Contact Center — Key Competitors: In the legacy/hybrid enterprise space, Avaya is followed by Genesys and Cisco.[](https://www.metrigy.com/product/ccaas-contact-center-platforms-market-share-forecast-report-1q26/). ↓ 2 vs last week
Dropped from this engine’s shortlist this week: AWS, Amazon Connect, Salesforce
Citations
Sources the engines cited for this prompt.
| Source | Type | Citations | Cited by |
|---|---|---|---|
| metrigy.com | Web | 5 | ChatGPT, Google AI Mode |
| isg-one.com | Web | 3 | Perplexity |
| g2.com | Review site | 2 | Perplexity |
| gartner.com | Analyst | 2 | ChatGPT |
| salesforce.com | Brand site · Salesforce | 2 | Perplexity |
| businessnewsdaily.com | Web | 1 | Perplexity |
| dmgconsult.com | Web | 1 | ChatGPT |
| futurumgroup.com | Web | 1 | ChatGPT |
| nice.com | Web | 1 | ChatGPT |
| sobot.io | Web | 1 | Perplexity |
| techtarget.com | Web | 1 | Perplexity |
| thebusinessresearchcompany.com | Web | 1 | ChatGPT |