Contact centre technology is evolving at a rapid pace. Driven by the demand for better customer experiences, and more flexible workplaces, contact centre technology is moving quickly into the cloud. CCaaS, or Contact Centre as a Service offerings, ensure that businesses can access the tech they need for great customer experience, without excessive investment.
Through the right CCaaS solution, organisations have access to an endlessly scalable environment. You can add and remove features whenever you choose, upgrade your bandwidth, and maintain business continuity in times of crisis.
Today, we’re looking at how two major providers, Talkdesk, and Avaya, deliver sensational CCaaS experiences to their target audience.
Avaya OneCloud Features
Avaya is one of the leaders in flexible contact centre experiences. The company offers a wide range of communication tools, from UC environments, to collaboration tools. The CCaaS offering from Avaya comes in the form of OneCloud. The OneCloud offering delivers flexible functions, features, and value without compromise.
Whether you’re a smaller company, or looking for enterprise-level scalability, OneCloud has it all. The CCaaS system even integrates with other Avaya OneCloud options, like CPaaS, and UCaaS. Features include:
- Full contact centre functionality from any device
- Easy integrations with other business tools
- Support for UCaaS and CCaaS connections
- Expert services for support and migration
- Global reach for all contact centre customers
- Innovative new tools available in an instant
- Rich APIs and SDKs for extensibility
- Multiple cloud options to choose from
Avaya’s OneCloud service is part of the strategy that’s helping the company to excel in its new cloud landscape. With OneCloud, businesses can scale their go-to-market strategy for cloud much faster, with resources always available to suit their needs.
Talkdesk CCaaS Features:
Talkdesk is another well-known innovator in the contact centre and communication space. Known for providing end-to-end solutions for customer experience, Talkdesk delivers the CX Cloud for a complete CCaaS solution. This comprehensive system on a single platform delivers everything businesses need to enhance customer experience.
Talkdesk provides a comprehensive and flexible cloud system for digital transformation. Companies can preserve their infrastructure investments and deploy contact centre tools that suit them. Features include:
- Cloud native architecture
- Maximum flexibility to support business growth
- One platform with various uses
- 50+ Integrations and an open API framework
- Reporting and analytics
- Intelligent routing and context solutions
- Mobile service for remote workers
- Guaranteed voice quality and uptime
- Enterprise-class security
Talkdesk CX Cloud is a full cloud contact centre service offering access to voice, and all other digital channels. Ideal for the modern landscape, Talkdesk provides workforce engagement management and reporting too, so companies can stay one step ahead of the competition.
Avaya vs Talkdesk: Experience
Both Avaya and Talkdesk promise a sensational customer experience for those who want to move their contact centre environment into the cloud. One of the biggest benefits for both of these platforms is how flexible and accessible they are.
Avaya’s OneCloud solution offers businesses everything they need to accelerate their investment in the cloud. Aside from upgrading customer experience with all-in-one CCaaS solutions, companies can also take other parts of the tech stack to the cloud too. You’ll have full control over every aspect of your cloud environment, and there’s even the option to link UCaaS and CCaaS tools.
Avaya also has a comprehensive CPaaS offering for companies that want to build their own integrations into their technology stack. This makes building the bespoke experience teams need much easier. Talkdesk also takes experience to the next level. The company received the highest contact centre operations score for the G2 Grid.