The one-size-fits-all contact centre is a thing of the past. Today’s businesses need a solution that evolves as quickly as their target audience or industry. Contact Centre as a Service technology, or “CCaaS” provides a more flexible environment for today’s CX strategy.
Through contact centre technology in the cloud, business leaders can unlock the opportunity for limitless growth and transformation. It’s easy to add and remove functionality as needed, plus, the rise of integrations means that more tools now work smoothly together.
In the battle for contact centre flexibility, many companies are competing to win the attention of businesses. Two of those vendors are Avaya and Twilio. Today, we’re going to help you compare these top contenders for your CCaaS strategy.
Avaya OneCloud Features
Avaya is one of the best-known market leaders in the communication space. Offering a comprehensive collection of UC and contact centre tools, Avaya supports all aspects of a business communication strategy. Through Avaya OneCloud, organisations can tap into everything from flexible CCaaS, to CPaaS solutions.
Avaya’s in-depth knowledge in the communication marketplace, and commitment to customer service make it a reliable choice for CX strategies. Features of OneCloud include:
- Full contact centre functionality for any device
- Quick and convenient integrations
- CCaaS and UCaaS add-ons
- Expert support for migration and adoption
- Innovative AI and intelligent services
- Global calling reach
- Rich SDKs and APIs for extensibility
- Various provisioning options
Avaya’s all-in-one cloud environment makes it easier for companies to pick and choose the functionality they want to take into the cloud. This flexible environment accelerates business migration and digital transformation.
Twilio Flex Features:
Twilio is a disruptive company in the CCaaS space. This business has changed the world with its approach to customizable communications, built through SDKs and API technology. Twilio Flex is a complete programmable contact centre, offering control over every aspect of your stack.
Developers can augment or improve their existing contact centre technology with new channels and features. Alternatively, Twilio Flex can help businesses move their entire environment into the cloud with a quick and easy deployment. Features include:
- Complete flexibility with APIs and SDKs
- Access to everything from AI to IoT
- Fully customisable contact centre with quick deployments
- No SaaS application lock-in or limitations
- Connections for every contact centre channel
- AI-enhanced self-service tools
- Omni-channel customer service
- Proactive customer engagement
- Click-to-dial, preview diallers and call back services
- Remote agent support
Twilio has transformed the way that companies look at contact centre technology. As the most flexible and extensible contact centre on the market, Twilio has it all. This comprehensive tool makes it easier for agents and supervisors to work anywhere, with the tools they need.
Avaya vs. Twilio: Experience
User adoption is essential for an excellent CCaaS system to thrive. If your employees don’t feel comfortable using your technology, then their productivity will suffer. One of the biggest benefits of both Avaya and Twilio’s CCaaS solutions, is their commitment to excellent experience.
Avaya OneCloud provides businesses with everything they need to boost their investment in cloud spaces. Companies can pick and choose the technology they need in a comprehensive platform that covers everything from CCaaS to UCaaS and CPaaS. Avaya’s flexible approach to the cloud makes it easier for companies to design the perfect stack in one space.
Avaya also ensures that all of its technology is convenient and easy to use, with available integrations for the technology that your employees already rely on. Similarly, Twilio delivers excellent experiences through amazing flexibility.