CCaaS, or Contact Center as a Service, is a software deployment model that enables customer service organizations to purchase only the technology they need to operate. It’s usually operated through a vendor and reduces the resource, integration, and support costs associated with purchasing or building in-house software solutions. CCaaS solutions are typically deployed in the cloud as customer experience solutions to support contact centers, but they may be run on-premises as well.
By using CCaaS, call centers can quickly deploy new features, maintain security compliance, upgrade software and channels without reliance on internal IT teams, lowering overhead costs, and enable companies to innovate and advance along with the market.
We’ve compiled a list of some of the top CCaaS providers and CCaaS solutions on the market, as well as the features they bring to the table to guarantee customer success and better customer service.
GoToConnect
GoToConnect, formerly Jive, is one of the top CCaaS solutions on the market. Contact centers can access the standard voice features like interactive voice response (IVR), automatic call distribution (ACD) and weighting, and call queues, along with excellent features that enhance the customer experience through historic call and contact logs, agent summary reports, and customer analytics. Employees also have the option to prioritize inbound calls through intelligent routing.
Live status wallboards enable teams to view information as it unfolds, in real-time, ensuring that the contact center remains up-to-date and flexible at all times.
Key Features Include:
- Complete voice handling solutions
- Access to historic and agent reports
- Live status displays
- Ideal solution for large systems and enterprise-level organizations
Salesforce
Salesforce started as a cost-effective and flexible CRM platform but has quickly evolved into a leader within the global CCaaS market. In addition to CRM, Salesforce offers a range of innovative solutions and key features focused on marketing automation, analytics, and employee productivity management. Their CCaaS solution is integrated within the Salesforce Customer Success Platform, which makes it incredibly intuitive and easy to use from an employee experience perspective.
Key Features Include:
- Combines phone, CRM features, and digital channels into a single user interface
- AI technology provides in-depth analytical capabilities
- Data integration across the entire customer’s journey to map their experience throughout their entire relationship with the organization
- Various pricing plans are available
Five9
Five9 is another market leader per the Gartner magic quadrant, offering an enterprise-grade virtual call center solution that is easy to use and highly intelligent. Five9 offers modern IVR, omnichannel customer engagement and communication tools, routing, analytics, performance management, and security and compliance services as part of their native capabilities.
As a CCaaS provider, Five9 has kept its platform fairly customizable with numerous open APIs, CRM, UC integration capabilities, and much more.
Key Features Include:
- Permission-based access management for various roles
- Omnichannel communication to improve customer experiences
- Intelligent IVR and routing to connect the right agent to the right customer
- Unified Communications and CRM integration
Talkdesk
Talkdesk is one of the highest-rated CCaaS platforms on the market. Its SaaS-based application is built on an open cloud foundation which unlocks robust features as well as numerous useful third-party integrations. Talkdesk caters for numerous voice calls and comes with comprehensive call handling features and a useful click-to-call function that works from both desktop and mobile apps.
What really makes Talkdesk stand out from other CCaaS vendors is their call quality, which is backed by a 100% uptime guarantee.
Key Features Include:
- Integration with Salesforce, Zendesk, Slack, Google Teams, Shopify, Zoho
- Minimal latency
- HIPAA and GDPR compliance
- Call management and queuing
Twilio
Twilio is most often identified as a Communication Platform as a Service solution provider rather than a Contact center as a service solution, but it can nevertheless hold its own against some of the other CCaaS solution providers mentioned here.
B2B and developer solution-based companies often integrate Twilio with their contact center solutions, especially Twilio Flex. This solution offers API features for voice, Whatsapp, and SMS processes and is often utilized by the likes of Zendesk, Lyft, and Twitch.
Key Features Include:
- Personalization features that improve the customer experience
- Enhanced contact center and CCaaS solutions
- Customization capabilities
- Exceptional customer service
Genesys
Genesys has developed a complete contact center as a service platform based on its well-established communication stack that offers omnichannel customer experience analytics, IVR reports, and several self-service features.
There are several CRM integrations available (e.g., Salesforce, Zendesk, SAP, MS Dynamics), while a blended AI approach is used to free up human agents when they are most needed. The management and project solutions have been designed with the customer experience in mind, streamlining services and workflows for even greater efficiency. Moreover, Genesys is easy to use, simple to implement, and highly customizable.
Key Features Include:
- Easy of Use, including Drag-and-drop customization
- Modern IVR and self-service functionality
- Intelligent call routing to promote and enable first contact resolution
Conclusion
Finding the best contact center as a service solution may not be easy. Speak to a consultant if you need advice on finding the CCaaS solution for your organization.
