Demand for “as-a-service” solutions in the contact centre is on the rise. Today’s businesses know they need flexible, scalable, and agile tools for serving customers if they want to stay ahead of the curve. CCaaS platforms are the ultimate way to ensure ongoing business continuity, empower your team wherever they are, and access innovative tools at speed.
As countless companies continue to discover the benefits of taking their contact centre into the cloud, many innovative vendors have appeared to deliver their own version of the ultimate CCaaS platform. Some companies have infused these platforms with UCaaS features and extensibility in the form of API connections. Other brands concentrate on in-built tools for things like workforce management and analytics.
Here's your guide to some of the most innovative CCaaS platform vendors worth watching in 2022.
8x8
One of the most flexible innovators in the contact centre space, 8x8 has long focused on bringing companies highly scalable and customisable tools for contact centre interactions. Recently, the brand introduced the 8x8 Agent Workspace, a landscape designed to streamline customer interactions while focusing heavily on improving agent experience.
With 8x8, companies can access powerful tools for the contact centre as a standalone solution or unlock the full eXperience platform, which combines contact centre innovations with embeddable communications and collaboration.
Content Guru
Named a Challenger in the Gartner Magic Quadrant for CCaaS, Content Guru offers a highly intuitive solution to digital customer experience. The “storm” contact centre provides an omnichannel environment where agents and customers can interact across multiple channels, unlocking the power of reporting, intelligent routing, and endless integrations.
Storm is designed to integrate with a variety of third-party systems and can easily link to a host of CRM, WFM, and networking monitoring tools. With Content Guru, companies can build their single-pane-of-glass environment for CX more easily.
Talkdesk
Leaders in the customer experience landscape, Talkdesk has been delivering exceptional tools for customer interaction for years now. Committed to constantly delivering new features and functionality, Talkdesk provides a platform that’s constantly evolving and delivering better experiences. The Talkdesk CCaaS environment comes with everything you need to innovate in the modern world.
Companies can access endless tools for omnichannel engagement, customer experience analytics, self-service tools, workforce engagement, and employee collaboration features, all in the same unified environment. There’s even a host of AI automation capabilities for everyday tasks.
Avaya
Avaya’s OneCloud CCaaS solution is one of the most powerful tools in the contact centre environment today, empowering both employees and customers at the same time. The solution allows businesses to connect all their communication landscapes, from video and voice to chat, to ensure customers always get the most relevant and contextual experience. The OneCloud environment even comes with intelligent routing and innovative self-service tools.
With Avaya, companies can empower their team members, strengthen collaboration, and unlock the power of AI for extensive automation. The innovative technology is also extremely reliable, thanks to a communication provider you know you can trust.
Verint
Verint’s approach to the CCaaS landscape is heavily focused on empowering and enabling the modern agent. With access to workforce optimisation tools built into your contact centre, you can better track and support your team members, even when they’re working in an increasingly distributed hybrid environment.