As the workplace grows increasingly flexible, the contact centre is beginning to evolve. Today’s companies know that an old-fashioned legacy contact centre can’t deliver the experiences that clients are looking for today. To compete in this omnichannel and rapidly evolving world, organisations need the scalability of the cloud.
Contact Centre as a Service, or CCaaS offerings are becoming increasingly popular as business leaders search for new and improved ways to innovate. With a contact centre delivered over the cloud, companies can access as much disruptive technology as they like, without paying for more than they use. CCaaS opens the door to a future-proof business plan.
Today, we’re going to be examining two of the leading providers of CCaaS solutions, to see how they measure up. Here’s your comparison of Talkdesk and RingCentral CCaaS.
Talkdesk CCaaS Features
Talkdesk stands out as one of the world leaders in communication solutions. The company offers a wide selection of tools for communication, including UCaaS, collaboration, and CPaaS services. The CX Cloud system delivers flexible functionality and features for all aspects of communication, including the contact centre.
Talkdesk CCaaS provides highly flexible access to a range of tools for better customer experience, including comprehensive call management and queuing services. Features of this innovative offering include:
- Cloud native from the ground-up
- One all-in-one platform
- Various APIs and integrations
- Intelligent routing and contextual communications
- Maximum scalability and flexibility
- Enterprise-class security
- Guaranteed uptime and voice quality
- Reporting and analytics
For companies ready to make the leap into the cloud, Talkdesk makes the transition convenient, simple, and customisable. With CX Cloud, you can pick the strategy for cloud that works best for your team.
RingCentral CCaaS Features
RingCentral CCaaS is a more recent addition to the company’s profile for communication, however, it’s still one of the leaders in the marketplace. The CCaaS system was created by one of the leading cloud, and communication technology providers. RingCentral contact centre covers everything you need for great customer experiences, including integrations CRM technology.
With a flexible and immersive user interface to empower agents, RingCentral transforms the contact centre into a more efficient environment. Features include:
- Customisable dashboards for contact centre agents
- Efficient call routing with intelligent support
- Enhanced outbound dialling and automation
- Omnichannel customer service insights
- Workforce optimisation tools for more efficient teams
- Real-time analytics and reporting
- Quality management performance tools
- Customer survey support
RingCentral’s CCaaS solution comes with an excellent range of features to help businesses improve the quality and performance of their contact centre environment. You can even use enhanced outbound tools to boost your number of successful sales calls.
Talkdesk vs RingCentral: Experience
Talkdesk and RingCentral are market leaders in offering comprehensive CCaaS systems. An easy-to-use interface, and a complete omnichannel approach to customer service improves experience business-wide. Employees get a more convenient platform for managing calls, while customers benefit from a more aligned and informed team.
Talkdesk embeds excellent experience into every part of the CX Cloud. The company even received the highest score for contact centre operations from the G2 Grid report. With Talkdesk CX Cloud, companies have everything that they need to transform customer experience, from AI and automation to boost employee productivity, to wallboards for competition.
Talkdesk comes with plenty of integration potential too. The open API-focused environment means that organisations can extend the functionality of their contact centre however they choose. In the same vein, RingCentral also offers open API functionality. That means that businesses can tailor their contact centre to their specific needs with ease.