Key Features to Look for in a CCaaS Solution for 2024

Automation Jul 3, 2024

Ready to revolutionize your contact center? Discover the must-have features of top CCaaS (Contact Center as a Service) solutions that will keep your business running smoothly and efficiently in 2024 and beyond. Let's dive into the innovations that will set your contact center apart and help you stay ahead of the curve!

What is CCaaS?

CCaaS, or Contact Center as a Service, provides traditional call center functions through the cloud, removing the need for physical infrastructure. This arrangement facilitates remote work, simplifies software management, and enhances operational flexibility and scalability.

Core CCaaS features

Cloud deployment: while all CCaaS solutions are cloud-based, prioritize those using multiple cloud infrastructures (e.g., Google Cloud, AWS, Azure) for better redundancy and flexibility.

Basic call routing & queuing: seek solutions that offer advanced routing options beyond basic skills-based and time-based routing. Features like omnichannel routing, real-time analytics, and CRM integrations personalize customer journeys and optimize call distribution.

Agent management: ensure the solution includes comprehensive agent management capabilities beyond simple presence tracking. Look for features like real-time performance monitoring, customized reporting, and coaching tools to boost agent productivity, identify training needs, and improve overall efficiency.

Basic reporting: all solutions offer basic reporting on call volume, duration, and agent activity. However, prioritize those with customizable dashboards and in-depth analytical capabilities to gain deeper insights, identify trends, and make data-driven decisions.

Advanced CCaaS capabilities

Scalability

Scalability varies significantly among CCaaS solutions. Factors to consider include:

Cloud infrastructure: the underlying cloud platform (AWS, Azure, Google Cloud) is critical. A robust infrastructure with global reach, high availability zones, and auto-scaling capabilities is essential.
API-first approach: a well-documented API allows seamless integration with other systems, supporting complex workflows and customization as you scale.

Scalability enables businesses to adjust operations in response to changing demands without significant downtime or added costs. This is vital for businesses experiencing rapid growth, seasonal fluctuations, or unpredictable spikes in call volume, such as e-commerce retailers during holidays or global enterprises expanding quickly.

Global telecom coverage

Telecom coverage is crucial when choosing a CCaaS solution. A provider that offers both contact center software and communication needs simplifies deployment and vendor management. Consider the provider's global reach and phone number availability in your target markets. For example, Voximplant Kit provides numbers from various providers in over 180 countries, enabling a local presence for seamless global communication.

Call routing capabilities

Beyond basic ACD and IVR, look for advanced features such as:

Omnichannel routing: routes interactions from any channel (voice, chat, email, social media) to the appropriate agent.
Real-time analytics & adjustments: provides supervisors with live data to monitor queue performance and dynamically adjust routing strategies.
Computer telephony integration (cti): links phone systems to CRM and other tools for a unified customer data view.
NLP-powered ivr: allows callers to interact using natural language for self-service or reaching the right department.
Personalized IVR experiences: customizes greetings and menu options based on caller ID, past interactions, or account information.
Proactive outreach: triggers outbound calls or messages based on IVR interactions (e.g., schedule a callback if an agent isn't available).

The importance of advanced routing features depends on your specific needs and priorities. While basic features may suffice for some, others find advanced capabilities essential for optimizing efficiency, personalization, and customer satisfaction.

Integration with other systems

Many CCaaS solutions claim integration with CRMs and other systems, but seamless integration isn't always guaranteed. Consider these factors when evaluating integration capabilities:

Well-documented api: a comprehensive API is crucial for smooth communication between your CCaaS and other software. Voximplant provides well-documented API documentation, simplifying integration for developers.
Off-the-shelf connectors: pre-built integrations for popular CRMs and business tools simplify the process, especially for non-technical users. Voximplant Kit offers integrations with services like Hubspot and Salesforce.
Technical support: ensure the vendor has a dedicated team for integration support and can assist with custom integrations. Voximplant provides dedicated teams and tailored support plans.
Developer resources: good documentation is invaluable for troubleshooting and development. Voximplant offers comprehensive developer documentation, including API references, code samples, and tutorials.

Choosing a CCaaS with a strong API-first approach, pre-built connectors, and robust support will streamline operations and reduce long-term costs.

Analytics and reporting

While most solutions offer analytics and reporting, the depth and customization can vary widely. Evaluate them based on:

Basic reporting: metrics like total calls, average handling time, and agent performance.
Advanced reporting: insights across all channels (chat, email, social), detailed agent activity breakdowns, and comprehensive customer journey analysis.

When choosing a CCaaS, don't just look at "reporting" as a feature. Examine the specific metrics tracked, customization options, data visualization tools, and integration capabilities to ensure the platform meets both current and future analytical needs.

Omnichannel communications

Efficient call management is essential, but not all CCaaS solutions support the true omnichannel experience needed for today's customer journeys. Offering multiple communication channels isn't enough. True omnichannel capability integrates interactions across voice, email, chat, social media, and more within a unified platform. Without a true omnichannel CCaaS solution, businesses risk disjointed interactions and frustrated customers.

For example, a customer might start a conversation via Facebook Messenger and later call for an update. A truly omnichannel platform retains the complete interaction history, empowering agents with context for a seamless customer experience.

Updates and maintenance

Regular updates from providers are crucial for feature enhancements, security patches, and performance improvements without service disruption. For instance, Voximplant Kit provides regular updates that include critical security patches, feature enhancements, and performance optimizations, ensuring minimal disruption to the service.

Security

Security levels can vary greatly among CCaaS solutions. To safeguard sensitive customer data, evaluate these aspects:

Certifications: look for specific security certifications like ISO 27001 (information security management) and PCI DSS (for handling payment data).
Regulatory compliance: ensure compliance with industry and regional regulations such as HIPAA for healthcare data in the US and GDPR for data privacy in the EU.
Data encryption: verify if the provider uses strong encryption methods for data both at rest and in transit.
Access controls: evaluate measures like multi-factor authentication, role-based access controls, and audit logs.
Security audits and assessments: check if the provider conducts regular security audits and vulnerability assessments.
Customer reviews: review customer feedback and case studies related to the provider’s security practices.

Voximplant Kit is certified with ISO 27001 and PCI DSS. It complies with GDPR and offers advanced data encryption, access controls, and regular security assessments for comprehensive protection.

AI-powered features

AI is essential for delivering exceptional customer experiences. When evaluating AI-powered features in CCaaS solutions, consider:

Intelligent call routing: direct calls to the most suitable agents based on customer data and history.
Chatbots & virtual assistants: automate routine tasks and provide instant support, freeing human agents for complex issues.
NLU integration: seamless integration with NLU services like Dialogflow for natural language interactions.
Built-in speech APIs: integrate with speech recognition and synthesis services like Google Cloud Speech-to-Text and Amazon Polly.

Voximplant Kit enables businesses to leverage AI to automate routine tasks, uncover insights, and enhance customer interactions. Its advanced tools for building conversational AI bots and implementing intelligent call routing facilitate personalized and efficient customer service.

Automation capabilities

Consider how easily businesses can leverage AI and voicebots. Look for platforms with user-friendly, no-code interfaces that simplify complex voicebot creation. This is beneficial for:

Businesses without dedicated it resources: smaller teams or those without in-house developers can leverage AI without needing coding expertise, accelerating time-to-value.
Agile development: visual builders allow quick iteration and experimentation with voicebots, making it easier to adjust dialogues, A/B test approaches, and refine the customer experience.
Empowerment of business users: subject matter experts, like experienced agents or customer service managers, can contribute directly to bot creation, bringing their insights to the design process.

Voximplant Kit stands out with its visual scenario builder. Using drag-and-drop tools and pre-built components, users can create complex conversational flows for IVR and voicebots without writing code.

Key takeaways on modern CCaaS solutions

Choosing the right CCaaS solution is pivotal for your business’s success. The ideal platform will balance essential features with advanced capabilities to adapt to your evolving needs. As we’ve explored, scalability, integration, omnichannel communication, robust security, and AI-powered automation are critical elements that can significantly enhance your contact center's efficiency and customer satisfaction.

Ready to experience the future of customer service? Start building the contact center of tomorrow today by selecting a CCaaS solution that meets your business's unique needs and helps you stay ahead in the competitive landscape. Don't miss the opportunity to elevate your customer interactions to the next level!