Contact Centre as a Service Backgrounder

Enterprise communications has evolved from a series of disparate on-premise point solutions. These solutions were capital intensive, carried substantial annual support charges and required extended time and money to implement and support across multiple locations. The ability to scale was limited by time, complexity and the capital costs to complete the 3-year refresh cycle. These communications included, voice call, 800 toll-free call, voicemail and email. The voice and data network IT groups were separate silos and separate networks. The advent of VoIP, Voice over Internet Protocol was a threat to the traditional data network. It created new demands for these two groups to work together to partition and maintain voice quality of service while protecting and preserving the integrity of the data network bandwidth requirements in support of critical business applications. Cloud and mobile devices unlocked and exposed other innovative approaches to communications and collaboration.

While Unified Communications as a Service (UCaaS) is a cloud SaaS application that integrates voice, video, chat and email for corporate employee communications, Contact Centre as a Service (CCaaS) is a unique specialized SaaS application. CCaaS supports an enterprise contact centre and other employees who focus on communications external to the organization and supporting prospects, customers and partners. CCaaS demands comprehensive management controls, application integration and AI services.

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CCaaS Solution Providers

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Talkdesk is revolutionizing the customer service market with Talkdesk CX Cloud, the industry’s first and only modern, global end-to-end customer experience solution. By combining enterprise performance at scale with consumer simplicity, CX Cloud allows companies to easily adapt contact center operations to the evolving needs of customers, customer service and sales teams. The benefits include in increased productivity, customer satisfaction and cost savings. Talkdesk CX Cloud offers a dynamic customer experience platform powered by Talkdesk iQ artificial intelligence (AI), a white-glove approach to comprehensive business services and simple, seamless integration capabilities with more than 60 business tools, including the deepest Salesforce integration. Talkdesk CX Cloud sets a new benchmark for the contact center solutions market with enterprise scalability, security and reliability, backed by the industry’s only 100% uptime Service Level Agreement. Talkdesk CX Cloud functions include Customer Engagement, Workforce Management, Enterprise Collaboration, AI & Knowledge Services, Analytics and Insights. Designed on a microservice architecture yields unthrottled disruptive innovation. Examples of this include: 200 US patents filed in the last 100 years of 2019; 600 features released in the last 18 months; 20 new products launched in the first 20 weeks of 2020.

Genesys is a CCaaS solution and one of the original, on-premise call center software solutions. Historically, large enterprise in the financial, insurance and government sectors could justify Genesys for their large call center agent populations. As new technologies such as cloud applications, smartphone, tablet, texting and webchat evolved, Genesys evolved with it with omini channel, cloud based solutions. Genesys has 5000+ employees in over 100 countries serving 11,000 customers around the world. In Canada, Genesys has offices in Saint John and Markham. Genesys combines cloud and artificial intelligence (AI) to connect customer engagements across marketing, sales and service across any channel. Genesys Cloud in an all-in-one solution and is the world’s leading public cloud contact centre platform. It delivers rapid innovation, scalability and flexibility for businesses large and small.

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last. NICE inContact CXoneTM is the industry’s most complete cloud customer experience platform, combining best-in-class Customer Analytics, Omnichannel Routing, Workforce Engagement, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction. CXone supports more than 500,000 agents in the cloud in more than 100 countries.  In November 2020, Nice announced that Gartner has recognized the company as a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. The company was positioned the highest overall for its ability to execute. NICE inContact is recognized as a market leader by the leading industry analyst firms. Nice InContact is the only company to be named a Leader by Gartner in both the Workforce Engagement Management and Contact Center as a Service Magic Quadrants. Nice InContact is a CCaaS solution and features Omnichannel Routing, Analytics, Automation & AI, Workforce Engagement, CRM integrations and UCaaS integrations.