CCaaS solutions harness the cloud to reimagine contact center operations, increase scalability, enhance remote working models, and improve the ease of integrations.
Yet, various CCaaS offerings provide different capabilities. For example, some are more innovative with AI, while others offer better levels of support. Yet, there are many more factors to keep in mind.
As such, the following list highlights the strengths of ten high-profile providers, pinpointing how they differentiate from one another through innovation.
Genesys is one of two leaders in CCaaS, according to the 2022 Gartner Magic Quadrant. Its flagship Genesys Cloud CX solution offers an entire range of voice, digital, AI, analytics, and workforce management capabilities. Users may also access AppFoundry marketplace, which offers seamless integrations with over a hundred market-leading contact center applications.
Alongside Genesys, NICE offers the only other market-leading CCaaS solution – NICE CXone – as per the Gartner Magic Quadrant. The solution provides the entire contact center stack with specialist journey orchestration, self-service, and automation capabilities. Such features enabled the vendor to achieve $1 billion in cloud revenues in 2021.
The Talkdesk CX Cloud solution aims to increase the ease at which contact centers can integrate new capabilities through its no-code philosophy. It also supports customer self-service, omnichannel, workforce engagement, and employee collaboration while providing detailed analytics insights. Finally, there are several AI apps like Talkdesk AI trainer and Talkdesk Agent Assist to automate operations.
Five9 Core Cloud offers intuitive user experiences for contact center agents, supervisors, and managers. Across all applications, such ease-of-use lowers user effort in everything from building a chatbot to locating sources of knowledge. In doing so, contact centers may transform their ecosystem, equipping everyone to meet the heightened expectations of customers.
Amazon Connect first entered the CCaaS market as a set of building blocks that businesses could “connect” to build a differentiated contact center. Yet, now, the vendor also creates “pre-packaged” offerings to expand its target market, which may also benefit from tight integrations with the broader AWS portfolio. As such, businesses may also gain additional value from tools such as Amazon Lex, Polly, and Lamda.
Winner of the “Best Contact Center Platform” at the 2022 CX Awards, Webex combines the power of CCaaS and UCaaS to enable collaborative customer service experiences. Its “digital-first, people forward approach” also allows contact centers to streamline end-to-end customer and agent experiences, empowering both stakeholders with more intuitive tools.
Built on a microservices-based architecture, the Vonage Contact Center makes it simpler to scale and customize a CCaaS solution to meet business needs. Within the solution are Vonage virtual assistants, for which the company is highly regarded. It also offers all critical contact center functionalities, from reporting dashboards to call monitoring tools.
Odigo offers a highly customizable CCaaS solution that supports omnichannel interactions, front, and back-end automation, performance management, intelligent routing, and more. Its AI capabilities drive agent-assist and customer service automation applications. Like many of its competitors, Odigo also offers a wide range of CX consulting and advisory services.
storm by Content Guru is a CCaaS solution that manages customer communication across every channel, exploiting customer data through integrations with various databases. Such integrations lay the foundations for advanced routing strategies, a 360-degree view of the customer, and enhanced analytics strategies. As a result, storm empowers operations to make customer service experiences more efficient, personal, and memorable.
Like Webex, 8×8 is a prominent UCaaS and CPaaS provider that also offers a tightly integrated CCaaS platform. Companies across the globe utilize the solution, which often attracts SMBs and mid-market businesses thanks to its built-in collaboration tools, reimagined agent UI, and user-friendly reporting tools.
Should you take note of Gartner’s analysis of the leading CCaaS providers? Find out by checking out our video: Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2022