Now more than ever, companies are painfully aware of how important it is for them to remain as agile and flexible as possible. In a world where customers expect more from the companies they buy from, on-premises contact centres simply don’t give brands the same freedom to grow and adapt.
CCaaS, on the other hand (Contact Centre as a Service), supports companies in building the contact centre perfect for them, with a flexible, cloud-based environment. Through CCaaS, companies can finally create the ideal contact centre, complete with support for remote working staff, and access to amazing features, like AI and machine learning.
So, which are the top CCaaS platforms available right now?
Here are just some of our favourites.
Talkdesk
Recognised by Gartner as a leading CCaaS solution, Talkdesk offers a flexible cloud environment companies can adjust to suit them. You can invest in regional cloud, hybrid cloud, and other advanced options.
Talkdesk’s CCaaS platform is secure, 100% reliable, and packed with functionality. You can link in your Salesforce environment for CRM benefits, access compliant screen recording, and even take payments with PCI-ready solutions. Talkdesk also has its own virtual agent and speech analytics technology too.
UJET
UJET offers comprehensive omni-channel CCaaS solutions for the digitally transforming business. Intended to empower businesses in the new age of cloud technology and remote working, UJET’s CCaaS offering removes in-person call centre technology and replaces it with an ever-flexible cloud environment, offering everything from video conversations to virtual assistants.
UJET’S cloud contact centre environment is designed for the era of smartphone CX, so companies can create the best possible interactions with clients.
8x8
Named a Challenger in the Gartner 2020 CCaaS Magic Quadrant, 8x8 is a market leader in cloud technology. The company specialises in customisable contact centre tech that you can adjust to suit your business needs. The flexible CCaaS environment improves employee engagement with collaboration tools, unified productivity toolsets and AI-powered self-service.
You can access omni-channel routing with virtual assistant support for your IVR. There are various digital channels to connect to, a predictive dialer system for outbound calling, and a range of workforce engagement tools too.
Five9
Innovators in next-generation communication tools, Five9 promises to take any contact centre to new heights with a friendly user interface and various customisation options. The Five9 CCaaS offering provides out-of-the-box integration with leading CRM providers, so you can track customer relationships and deliver more memorable, relevant experiences. Smart dialling and intelligent routing are included as part of the experience too.
Five9’s omni-channel CCaaS solution combines all of the platforms where you might connect with your customers and empowers agents with tools like on-screen caller info. There’s even an advanced desktop interface.
Avaya
Avaya’s cloud-based contact centre ensures companies can offer the same meaningful experiences to customers no matter where their agents might be. The multi-experience contact centre can connect various platforms, as well as offering self-service solutions to clients that want to answer their own problems fast. You can tap into AI and knowledge tools, data analytics, and immersive reporting.
Workplace engagement tools keep your staff on the right track no matter how distributed your team might be. All that, and Avaya allows you to scale your contact centre at a pace that suits you.
Puzzel
Designed for companies who can’t afford to take risks with customer service, Puzzel delivers state-of-the-art omni-channel experiences through the cloud. The platform makes it easier to manage every aspect of your customer contact strategy quickly and effectively, with access to available workforce management and engagement tools too.
A completely cloud-native application provides an end-to-end view of interactions with customers across all channels. What’s more, the Puzzel team ensures you can adapt your contact centre with new integrations and add-ons.
Vonage
Vonage believes that customer experience is crucial for any business these days, which is why the team is so committed to providing a modern and immersive Omni-channel environment. Through the cloud-based contact centre, companies can scale at a pace that suits them, and keep employees productive around the world.
Vonage even makes it easier to combine your front-end and back-end communications strategy with bundled UCaaS and CCaaS offerings.