Contact centre technology is evolving at a rapid pace. Driven by the demand for better customer experiences, and more flexible workplaces, contact centre technology is moving quickly into the cloud. CCaaS, or Contact Centre as a Service offerings, ensure that businesses can access the tech they need for great customer experience, without excessive investment.
Through the right CCaaS solution, organisations have access to an endlessly scalable environment. You can add and remove features whenever you choose, upgrade your bandwidth, and maintain business continuity in times of crisis.
Today, we’re looking at how two major providers, Talkdesk, and Avaya, deliver sensational CCaaS experiences to their target audience.
Avaya OneCloud Features
Avaya is one of the leaders in flexible contact centre experiences. The company offers a wide range of communication tools, from UC environments, to collaboration tools. The CCaaS offering from Avaya comes in the form of OneCloud. The OneCloud offering delivers flexible functions, features, and value without compromise.
Whether you’re a smaller company, or looking for enterprise-level scalability, OneCloud has it all. The CCaaS system even integrates with other Avaya OneCloud options, like CPaaS, and UCaaS. Features include:
- Full contact centre functionality from any device
- Easy integrations with other business tools
- Support for UCaaS and CCaaS connections
- Expert services for support and migration
- Global reach for all contact centre customers
- Innovative new tools available in an instant
- Rich APIs and SDKs for extensibility
- Multiple cloud options to choose from
Avaya’s OneCloud service is part of the strategy that’s helping the company to excel in its new cloud landscape. With OneCloud, businesses can scale their go-to-market strategy for cloud much faster, with resources always available to suit their needs.
Talkdesk CCaaS Features:
Talkdesk is another well-known innovator in the contact centre and communication space. Known for providing end-to-end solutions for customer experience, Talkdesk delivers the CX Cloud for a complete CCaaS solution. This comprehensive system on a single platform delivers everything businesses need to enhance customer experience.
Talkdesk provides a comprehensive and flexible cloud system for digital transformation. Companies can preserve their infrastructure investments and deploy contact centre tools that suit them. Features include:
- Cloud native architecture
- Maximum flexibility to support business growth
- One platform with various uses
- 50+ Integrations and an open API framework
- Reporting and analytics
- Intelligent routing and context solutions
- Mobile service for remote workers
- Guaranteed voice quality and uptime
- Enterprise-class security
Talkdesk CX Cloud is a full cloud contact centre service offering access to voice, and all other digital channels. Ideal for the modern landscape, Talkdesk provides workforce engagement management and reporting too, so companies can stay one step ahead of the competition.
Avaya vs Talkdesk: Experience
Both Avaya and Talkdesk promise a sensational customer experience for those who want to move their contact centre environment into the cloud. One of the biggest benefits for both of these platforms is how flexible and accessible they are.
Avaya’s OneCloud solution offers businesses everything they need to accelerate their investment in the cloud. Aside from upgrading customer experience with all-in-one CCaaS solutions, companies can also take other parts of the tech stack to the cloud too. You’ll have full control over every aspect of your cloud environment, and there’s even the option to link UCaaS and CCaaS tools.
Avaya also has a comprehensive CPaaS offering for companies that want to build their own integrations into their technology stack. This makes building the bespoke experience teams need much easier. Talkdesk also takes experience to the next level. The company received the highest contact centre operations score for the G2 Grid.
Talkdesk CX Cloud has everything that companies need to transform the customer experience, from insightful reporting, to AI and automation that boosts agent efficiency. The ability to access various APIs and integrations also means that teams can combine the tools that they use everyday with their cloud-based contact centre. There’s even a Talkdesk app store!
Avaya vs Talkdesk: Security and Compliance
While today’s cloud contact centres do need to be flexible and scalable, they should also focus heavily on compliance and security. Both Talkdesk and Avaya ensure that business leaders have full control over their communications landscape.
Avaya offers a fully compliant cloud with multiple deployment options to suit the different needs of industries around the world. The cloud-based model is always improving its security and encryption. Additionally, you’ll have complete control with how Avaya installs and manages your cloud migration. Avaya can host your equipment stack on your premises, or in its data centres.
Avaya also promises access to a 24/7 security and data team. Although it only takes seconds to provision a new agent with Avaya, you don’t have to compromise on a 100% uptime SLA, and comprehensive safety.
Talkdesk also delivers enterprise-level security and compliance. The technology provided by Talkdesk CCaaS comes with SOC2 Type 2 certification. The solution is also GDPR compliant, and Talkdesk is committed to constantly following the best practices established by frameworks like PCI-DSS, ISO 27001/27002, HIPAA, and many more. Talkdesk also has Talkdesk PCI for secure ways to access credit card data.
Avaya vs Talkdesk: Verdict
For customer experience and contact centre functionality in the cloud, Talkdesk and Avaya are both excellent CCaaS options. Both Avaya and Talkdesk are committed to offering growing businesses a scalable way to move into the cloud. The flexible solutions from Avaya and Talkdesk are both secure, reliable, and innovative, with plenty of ways to leverage the cloud.
Avaya offers a comprehensive cloud package for people who want an all-in-one environment for communication. The range of “as a service” options from Avaya allow companies to build out their entire communication stack in one place.
Talkdesk provides a highly innovative contact centre platform, complete with APIs and integrations so that teams can expand their contact centre functionality however they choose. Talkdesk also makes it easy to tap into innovative new solutions like AI and advanced reports.
Both choices are excellent for those taking their contact centre into the cloud. Which option will you be picking for your business?
