Today, I ordered groceries from my phone during lunch and had them delivered before dinner time. Which, as I’m sitting here nine months pregnant with a toddler and tween eating me out of house and home, was insanely helpful. It meant I didn’t have to waddle out of the house, nor drag my whiny tot to the store after a long day of work (but before my tween’s sports practice). I didn’t have to wait to get help. Because waiting—well, it’s no longer part of the consumer equation.

To adapt to the rising customer expectations, contact centers must adapt or risk falling behind. But rest easy, because the right cloud based customer support system can help. These systems improve both the customer and agent experience by adding cutting-edge tools, like AI-powered workflows, omnichannel communications, and advanced analytics. Let’s dig into what makes these systems so helpful and explore the best options available today.

What Makes a Cloud Based Customer Support System Worth It Today?

AI is the New MVP

In 2025, AI isn’t a luxury—it’s essential. Features like agent assist, call summaries, key topic detection, and sentiment analysis have redefined efficiency in contact centers.

• Agent Assist provides real-time suggestions during calls, reducing stress and increasing accuracy.
• Call Summaries save hours by automating post-call documentation.
• Sentiment Analysis gives agents instant context to better address customer emotions.

These post-call AI tools directly impact Customer Satisfaction (CSAT) and Net Promoter Scores (NPS), making every interaction smoother and more effective.

See how Broadvoice AI can help your contact center in 2025. 

Omnichannel or Bust

Your customers don’t think in channels—they just expect a seamless experience whether they call, chat, email, or DM you on social. Unified customer experience systems (that connect both your UCaaS and CCaaS data) tie these interactions together, letting agents see the full customer journey in one view. This ensures a consistent, personalized experience across all touchpoints.

Scalable, Secure, and Always On

A cloud-based platform ensures uptime and flexibility as your business grows. With built-in data encryption and robust SLAs, you’re prepared for spikes in demand and protected from potential security breaches. Whether scaling up to support new markets or dealing with seasonal traffic, cloud based customer support systems adapt seamlessly.

Data is a Gold Mine

Data-driven decision-making is a game-changer. Look for systems with real-time analytics and predictive insights to proactively solve problems and optimize operations. But data alone isn’t enough—your platform should activate your call center data analytics, turning insights into actionable strategies that increase ROI.

The 9 Best Cloud Based Customer Support Systems on the Market Today

1. Broadvoice | GoContact

• Strengths: AI-powered workflows, including intelligent IVRs and IVAs, call summaries, agent assist, sentiment analysis, and key topic detection. Seamless omnichannel capabilities connect UCaaS and CCaaS data.
• Benefits: Ideal for mid-sized to enterprise-level operations. High uptime SLAs and PII detection offer peace of mind. And our award-winning support team ensures fast adoption.

2. Zendesk

• Strengths: Easy-to-use interface with omnichannel support. AI-backed features like topic detection and call summaries.
• Benefits: Excellent for mid-sized and enterprise organizations. Easily integrates with CRMs to provide a 360-degree customer view.

3. Salesforce Service Cloud

• Strengths: Best-in-class AI insights, customizable dashboards, and deep integration with Salesforce CRM.
• Benefits: Perfect for large teams needing advanced analytics. Offers the flexibility to tailor workflows and reporting to business needs.

4. Freshdesk

• Strengths: Features like AI-powered ticketing and sentiment analysis are complemented by a highly intuitive UI.
• Benefits: Designed for smaller teams scaling up. Affordable pricing with tools that compete at the enterprise level.

5. Intercom

• Strengths: Excels in conversational support with AI-driven chatbots and proactive messaging.
• Benefits: Best for teams focused on live chat and personalized customer engagement.

6. Capacity AI 

• Strengths: A truly AI-first platform with cutting-edge chatbots and knowledge bases that reduce reliance on agents.
• Benefits: Ideal for teams prioritizing AI without sacrificing human involvement. Known for quick feature rollouts and innovation.

7. HubSpot Service Hub

• Strengths: Streamlined AI-powered knowledge bases and email automation, with tight CRM integration.
• Benefits: A great all-in-one solution for smaller teams that value simplicity in managing sales, marketing, and support.

8. Genesys Cloud CX

• Strengths: AI-enhanced agent assist and predictive routing for highly personalized experiences.
• Benefits: Excellent for large-scale operations but requires a dedicated IT resource to manage.

9. Talkdesk

• Strengths: Innovative tools like smart IVR, automated call summaries, and AI coaching for agents.
• Benefits: Great for voice-heavy contact centers needing robust telephony features.

How to Get Your Boss to Say “Yes” to Your Top Pick

Start with the Numbers

Begin by presenting hard data. Show how automation reduces costs, improves efficiency, and boosts customer retention. For instance, you can say: “By automating ticket routing, we can save 20 hours a week per agent, translating into $X in annual savings.”

Show How a Cloud Based Customer Support System Solves Real Problems

Tie features to tangible business outcomes. Highlight how AI tools can reduce average handle time or improve first-contact resolution rates, directly impacting your CSAT, agent productivity, and retention.

Highlight Your Competitor’s Readiness

Position your recommendation as a competitive advantage. Bring market insights to the table, like:

• 81% of contact center executives are investing in agent-enabling AI this year (Deloitte)
• Conversational AI (like intelligent virtual assistants) are expected to cut agent labor costs by $80B in the U.S. by 2026 (Gartner)
• Next-gen IVR systems can reduce the number of live-agent calls by more than 10% and deliver a fivefold improvement in CSAT scores (McKinsey)
• 80% of customer service and support organizations will be applying Gen AI in some form to improve agent productivity and customer experience (Gartner)

A modern cloud based customer support system isn’t just a nice-to-have—it’s an expectation in 2025. By choosing the right platform, you empower agents, delight customers, and stay ahead in a fiercely competitive market.