The growth of the CCaaS market somewhat emulates that of the on-premise space decades ago.
A few big-name providers are taking charge at the top end of the market, while some smaller vendors enjoy success with a specialism.
Typically, that specialism is in a region or vertical. Yet, Cirrus has a more unique differentiator: AI education.
AI Education as a CCaaS Differentiator
Cirrus is going the extra mile to educate customers and partners about AI technology.
In doing so, the CCaaS vendor ensures they understand the purpose and benefits of each AI capability that runs across its platform.
Yet, most crucially, it first works with a contact center to ensure it has the best foundation to build upon with AI.
That follows the wise words of a certain Bill Gates, who once said:
“The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”
Such consultation is a critical business driver for Cirrus. Indeed, Northern Ireland Water described Cirrus’s approach as “second to none,” while Lambeth labeled it “outstanding”.
Moreover, as Stuart Sheppard, Contact Center Manager at Cats Protection, said in a testimonial:
“Cirrus showed us that there were more fundamental issues to be addressed and that the solution was to adapt to our customers’ requirements by operating smarter.”
After completing this groundwork, Cirrus applies AI innovation and continuous white-glove service.
This AI innovation is not only outcome-based but follows a roadmap guided by customer feedback.
Building an AI Platform That Challenges the CCaaS Elite
In an effort to differentiate, some of the larger CCaaS players are adding features that typically lie outside of the contact center’s wheelhouse.
For instance, some realize they have numerous engagement channels and journey orchestration tools, so they are starting to veer into the realms of marketing automation.
As they make such audacious moves, Cirrus keeps its AI innovation service-focused, supporting teams in overcoming the most pressing problems they face today. Its close customer relationships again help here.