Device Type: desktop
Skip to Main Content Skip to Main Content

What To Look For in a CCaaS Platform

This article was published on March 28, 2024

Providing quality customer service is critical for business success. In fact, the Vonage Global Customer Engagement Report 2024 uncovered the impact of negative experiences on the bottom line — 74% of customers are likely to take their business elsewhere after a bad experience, and 46% only need one or two negative experiences before they leave.


A feature-rich cloud-based contact center can help you deliver quality experiences and boost engagement, as long as you select the right platform for your business. Read on to learn more about cloud-based CCaaS (Contact Center as a Service) and the top 10 factors to consider in your research.

Photo of a smiling contact center agent talking to a customer through his headset

What Is a Cloud-Based Contact Center?

Put simply, contact centers revolve around agents helping customers. Contact center agents are often the first point of contact with customers, providing them with information to solve issues and with answers to questions.

A cloud-based contact center (CCaaS) allows agents to connect with customers across channels like voice calls, chat, text messaging, and social media. It also brings advanced features like artificial intelligence (AI) and data capabilities to each customer interaction, resulting in quality service and experiences.

Finding a CCaaS platform with the right features for your business takes time and careful consideration.

Top 10 Factors to Look For

Let’s look at 10 key aspects to focus on when evaluating cloud-based CCaaS platforms for your business.

  • Features: Evaluate the features offered by CCaaS platforms and ensure they align with your business requirements. Common features include omnichannel support (voice, email, chat, social media), IVR (Interactive Voice Response), call routing, analytics, workforce management, and more.

  • Customization and Flexibility: Every business has unique needs and workflows. Choose a CCaaS platform that allows for customization to adapt to your specific requirements. This could include custom reporting, scripting, or industry/vertical applications from third parties that help run your business.

  • Artificial Intelligence: How does AI provide enhanced capabilities to the CCaaS Platform? AI technology is becoming widely adopted — according to the Vonage Global Customer Engagement Report 2024, nearly 80% of customers have recently used some AI tools, such as AI-assisted messaging. AI-powered assist capabilities can help provide more consistent and better interactions, while allowing for better use of resources.

  • Integrations: Evaluate a CCaaS platform’s ability to integrate with your existing systems, such as CRM software and workforce management tools. Seamless integrations can streamline workflows and improve efficiency. Make sure the platform allows an agent to access a single pane of glass with a 360-degree view of customers and relevant, available data.

  • Scalability: Can the platform scale with your business as it grows? Whether you have a small team now and anticipate expansion or you're already a larger organization, scalability is crucial.

  • Reliability and Uptime: Look for a CCaaS platform with a track record of high reliability and uptime. Downtime can be costly for businesses, so choose a provider with robust infrastructure and redundancy measures.

  • Future Roadmap and Innovation: Assess the provider's commitment to innovation and their future roadmap. You'll want a platform that stays updated with the latest technology trends and can support your evolving business needs over time.

  • Ease of Use and Deployment: A user-friendly interface and straightforward deployment process can save time and resources during setup and training stages. Look for platforms with intuitive interfaces and functionality that maximizes agent resources.

  • Security and Compliance: Ensure that the platform you select complies with relevant security standards and regulations, especially if you handle sensitive customer data. Look for features like encryption, access controls, and compliance certifications, e.g., General Data Protection Regulation (GDPR), Health Insurance Portability and Accountability Act (HIPAA) and payment card industry (PCI).

  • Cost and Pricing Model: Understand the pricing structure of CCaaS platform candidates. Is it based on usage, number of agents, or features? Does the platform allow for seasonal or business fluctuations?

By considering these 10 factors and conducting thorough research, you can choose a cloud-based CX platform that aligns with your organization's goals and requirements.

Getting Started

Consider Vonage Contact Center solutions. Built in the cloud with rich features and integrations, the Vonage Contact Center provides agents with the tools they need to meet your CX needs. And you can learn more about how to map your company’s journey to the cloud, check out our Ultimate Contact Center Buyer’s Guide.

Visit our website today to learn more or schedule a meeting with a Vonage expert.

Headshot of Cliff Cibelli, Sr. Product Marketing Manager
By Cliff Cibelli Senior Product Marketing Manager

Cliff has over 30 years of experience in the telecommunications field. A majority of that time was spent at MCI (Verizon), where he built their Global Bid program and developed products in their Managed Services space. He also worked in product marketing for the Verizon CX portfolio, including Genesys Cloud, Voice Security, and Global Inbound Voice. Today, Cliff plays an integral role to expand the Vonage CPaaS leadership.

Deskphone with Vonage logo

Speak with an expert.

US toll-free number: 1-844-365-9460
Outside the US: Local Numbers