Figuring out how to compare CCaaS platforms can be complex, particularly now that the solutions offered by contact center as a service vendors evolve. Business leaders don’t just need to ensure they’re choosing a platform that supports the right channels and routing capabilities.
They need to think about how they can future-proof their customer experience (CX) strategies with scalable, intuitive platforms that can rapidly adapt to suit their needs. Today’s companies have many factors to consider, from how they’ll implement generative AI into the contact center, to how much they’ll rely on automation to improve business efficiency.
If you’re ready to upgrade your contact center with state-of-the-art CCaaS solutions, here are the key factors you should consider in your comparison.
Step 1: Assess Implementation Options and Global Reach
First, it’s worth noting there are various ways to implement CCaaS solutions into the business landscape today. When you’re comparing CCaaS platforms, you can choose between all-in-one systems, built and implemented by contact center leaders, or even build your own cloud platform.
Many vendors also offer an opportunity to integrate contact center capabilities into existing tools, like Microsoft Teams, allowing companies to unify their UCaaS and CCaaS technologies. On top of that, there are various types of “cloud” to explore, from public cloud solutions to private cloud systems.
Consider your specific needs, carefully. Ask yourself whether you have the resources required to build your own CCaaS stack, or whether you need a pre-built system. Consider how much flexibility you need when it comes to customizing your CCaaS technology. Additionally, make sure you think about the global reach of the provider you choose, giving your company the freedom to scale.
Step 2: Compare CCaaS Platform Integration Options
One of the biggest benefits of CCaaS platforms, over traditional contact center solutions, is their flexibility. Not only can companies customize their contact center solution with different features, but they can integrate their platforms with various critical tools.
Ensuring your CCaaS platform can integrate seamlessly with customer relationship management (CRM) tools ensures your agents can personalize customer experiences, and maintain a comprehensive view of the buyer journey. Connecting your platform to your workforce management tools makes it easier to optimize resource allocation and boost workplace efficiency.
You might even want to think about how well your system will integrate with your UCaaS (Unified Communication as a Service) tools, to enable effective collaboration and knowledge sharing between teams. Prioritize robust integrations and API options when comparing CCaaS providers.
Step 3: Consider Crucial Features
When you compare CCaaS solutions, you should notice that most of the top platform come with the same essential features. However, even the core features of a platform can vary in their performance and scope. For instance, different omnichannel CCaaS platforms may offer support for different channels, like SMS, messaging apps (such as WhatsApp) and video conferencing.
Most platforms will offer access to routing tools, but more advanced platforms can support enhanced routing strategies, like intent tagging and skills-based routing. Some of the most important areas to focus on when you compare technologies include:
- Omnichannel functionality: The platform you choose should allow you to communicate with customers on all of their favorite channels, from email to live chat. They should also unify those channels, making it easy to share context from one environment to the next as customers move through their journey with your company.
- Routing capabilities: While basic ACD and IVR features are common in CCaaS platforms, companies can unlock additional value with advanced functionality. For instance, access to NLP-powered IVR systems can enhance routing capabilities, by making it easier for systems to detect customer intent and match customers to agents with the right skill set.
- Reporting features: Access to advanced analytical and reporting tools is crucial in the CCaaS landscape. Your ideal platform should make it easy to track everything from average handling time and agent performance metrics to customer sentiment.
Step 4: Compare CCaaS Platform Advanced Features
On top of the core functionalities mentioned above, various advanced features are becoming increasingly essential to contact center success. For instance, artificial intelligence built into a CCaaS platform can deliver numerous benefits.
Generative AI tools can deliver exceptional self-service experiences to customers, improving satisfaction rates and reducing agent call volumes. AI solutions can also improve analytical strategies, with insights into customer sentiment and satisfaction rates.
Automation tools, such as no-code and low-code workflow builders, can help businesses boost contact center efficiency. They can reduce repetitive tasks like transcribing calls or entering data into a CRM system, making teams more productive.
Some solutions even give companies the power to implement “proactive” customer service strategies. For instance, a system can automatically remind an agent to follow up with a customer after a specific period about a product or purchase.
Step 5: Remember the Agent Experience
Employee experience has always been crucial in the contact center. Engaged, happy, and supported employees are more productive, efficient, and capable of meeting customer expectations. Now, however, it’s becoming even more important for companies to focus on enhancing agent experiences when they compare CCaaS solutions.
Customers now have the opportunity to solve simple problems alone with the help of AI and automated systems. This means the queries agents deal with in the contact center are becoming more complex. Choosing a CCaaS solution that supports agent experiences, with a unified environment for omnichannel communication, direct access to data, and collaboration tools is crucial.
You may even consider investing in cutting-edge technology to enhance agent experiences, such as AI-powered agent assist tools. These can offer real-time coaching, support, and guidance to team members, instantly surface valuable information, and streamline problem-solving.
Step 6: Compare CCaaS Security Features
Finally, security, privacy, and compliance are critical considerations for any company investing in new contact center solutions. The average contact center collects and generates huge volumes of data every day, and this information needs to be protected.
As compliance standards continue to evolve, companies that compare CCaaS platforms need to ensure their solutions can adhere to the demands of new regulations. This means thinking about everything from how data is encrypted, collected, and stored on every channel to what access controls are available to limit access to sensitive information.
For companies investing in AI-powered contact centers, there’s also a growing demand to consider how AI systems work and their potential challenges regarding ethics, data security, and customer privacy. Look for a vendor with a strong focus on regulatory compliance, transparent privacy practices, and a wide range of advanced security tools.
Choosing the Right CCaaS Platform
An effective CCaaS platform is crucial to success in today’s experience-focused landscape. The right technology will ensure your agents can serve customers effectively on all channels while helping to reduce operational costs and enable business agility.
When you compare CCaaS platform vendors, make sure you think carefully about everything from implementation options, to scalability, security, advanced features, and agent experience.
