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.
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.
When deploying CCaaS, you can either:
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.
Not all contact centers are the same. Providers typically offer three tiers:
💡Pro Tip: Think about what your customers expect today—and where you want to go tomorrow. The right platform should grow with you.
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.
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.
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:
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.
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.