The contact center isn’t just about answering calls anymore. It has become the hub of customer trust, workforce productivity, and business agility. As organizations face rising customer expectations and increased workforce pressures, Contact Center as a Service (CCaaS) combined with AI and CX innovation is transforming the way work gets done
Whether you’re exploring CCaaS for the first time or ready to move to a more advanced platform, understanding what matters most will help you make the right choice. That’s where Convergent comes in. Our Trusted Advisors guide you through the details, cut through the noise, and match you with solutions that fit your business goals.
1. Supporting a Hybrid Workforce
Today’s contact center needs to support agents anywhere in the world. That means strong global coverage, reliable infrastructure, and high-quality connections. A poor setup leads to dropped calls, laggy video, and frustrated customers.
💡Pro Tip: Look for providers with global points of presence (POPs) close to your agents for the best performance.
2. Voice, UCaaS, and CX Together
When deploying CCaaS, you can either:
- Run it over your existing phone system (PBX)
- Pair it with UCaaS (cloud voice and collaboration).
While both options work, combining UCaaS and CCaaS in the cloud often results in a more seamless, cost-effective experience.
💡Pro Tip: If timing or budget doesn’t allow for a full migration, CCaaS can overlay your current PBX until you’re ready to transition.
3. Channels that Fit Your Customers
Not all contact centers are the same. Providers typically offer three tiers:
- Basic: Voice only (call center model).
- Advanced: Voice + chat, email, SMS, and social.
- Next-gen: All of the above plus AI tools like chatbots, predictive routing, and virtual agents.
💡Pro Tip: Think about what your customers expect today—and where you want to go tomorrow. The right platform should grow with you.
4. Integrations That Save Time
A contact center doesn’t live in a silo—it needs to integrate with your CRM, ticketing system, or other business apps. The best providers offer pre-built integrations or open APIs so you can customize workflows.
This means agents don’t waste time flipping between systems, and customers get faster, more personalized support.
5. Security and Compliance Come First
If you’re in a regulated industry, compliance can’t be an afterthought. Healthcare organizations need HIPAA compliance. Financial institutions and retailers must follow PCI for secure payments.
Most leading CCaaS platforms understand these requirements, but it’s critical to make sure the one you choose meets your specific compliance standards.
Why It Matters
The modern contact center is no longer a cost center—it’s a strategic asset. With the right CCaaS platform, powered by AI and CX tools, you can:
- Reduce agent burnout
- Deliver faster, smarter service
- Strengthen compliance and security
- Build lasting customer trust
At Convergent, we’ve partnered with top providers across the industry and know the ins and outs of each. Our team is here to evaluate your needs, simplify your options, and help you design the right solution.
Ready to Modernize Your Contact Center?
The organizations that embrace CX + AI now are the ones that will build lasting trust, scale efficiently, and stay ahead of competitors.
Schedule a complimentary assessment with our team of Trusted Advisors. We’ll review your current customer experience strategy, identify opportunities to integrate AI, and design a tailored roadmap so you can focus on growing your business.
Contact our trusted advisory team today or call 610.866.4444.
