Well, was planning on writing this blog for sometime and before I published, we have a new player, Amazon connect :) We started designing our US product 8 months back and have been tracking the market closely for the right product fit. When we started we were following some of the established cloud players like Incontact, Five9,Interactive intelligence,8x8,Genesys Cloud,Mitel,Vocalcom etc And there were the new ones like Talkdesk Then there were CRM vendors integrationg third party API (Twilio mostly) to offer bundled services. Some examples were Zendesk,Freshdesk,Agile etc. While in India we cater to medium to large enterprise, offering a full features multi channel contact center . But US with existing options for SME and enterprise, we wanted to cater to specific segment that is not served by contact center provider and rather use cloud PBX like ringcentral, grasshopper for the their business needs. We decided to go with SMBs which are a typical 2-10 people business.