Stop Losing Customers In The Contact Center.
Build a modern customer-service operation with voice, chat, email, SMS, social messaging, intelligent routing, AI, workforce tools, analytics and CRM integration — all working together.
Are these problems happening in your customer service operation?
Customers Notice Every Friction Point.
A contact center is not just a phone system. Every routing decision, wait time, agent interaction and follow-up affects the customer experience.
Long Hold Times
Customers wait while agents are busy, queues are poorly configured or calls reach the wrong department.
Missed Customer Calls
High call volumes can overwhelm a basic business phone system that wasn't designed for contact-center traffic.
Poor Call Routing
Customers shouldn't bounce between departments or explain the same problem repeatedly.
Too Many Applications
Agents lose time when CRM, phone, chat, knowledge and customer history live in disconnected systems.
No Real Visibility
Managers need reporting, quality management, interaction analytics and workforce visibility.
Manual Work Everywhere
Repetitive questions, after-call work and routine interactions can consume valuable agent time.
From Call Center To Customer Experience Platform.
Modern CCaaS platforms combine communication, routing, customer context, analytics and automation.
Disconnected Customer Service
Connected Customer Experience
What Exactly Is Contact Center as a Service?
CCaaS stands for Contact Center as a Service.
Instead of building and maintaining a traditional contact center infrastructure yourself, a cloud CCaaS platform provides the software environment used to manage customer interactions.
Depending on the platform, this can include voice, digital channels, routing, IVR, recording, analytics, workforce management, CRM integrations, AI and automation.
A modern contact center can connect:
Everything Around The Customer Interaction.
Modern platforms go far beyond inbound calling.
Inbound Voice
Manage customer calls through intelligent routing and queues.
Outbound Campaigns
Support outbound customer engagement and campaign workflows.
IVR
Guide callers through automated menus and self-service flows.
Intelligent Routing
Route interactions based on business rules and available capabilities.
Chat
Connect customer conversations to digital support workflows.
Manage customer email interactions within the broader experience.
SMS & Messaging
Support customer communication through supported messaging channels.
Call Recording
Record interactions for supported quality, training and compliance needs.
Analytics
Analyze interactions, queues, agents and customer experience data.
Workforce Management
Support forecasting, scheduling and workforce optimization.
Quality Management
Review interactions and support structured quality programs.
CRM Integration
Connect customer conversations with supported CRM platforms.
Customers Choose The Channel. Your Business Should Be Ready.
A modern contact center can bring multiple customer communication channels into one operational environment.
Give Your Agents More Context. Give Customers More Answers.
AI is increasingly built into modern CCaaS platforms, but the useful question is where it actually fits into your customer journey.
🤖 Customer-Facing AI
Automate appropriate customer interactions and provide self-service capabilities before an agent needs to become involved.
🧠 Agent-Facing AI
Help agents work with more information during and after customer interactions.
Compare Platforms Around Your Requirements.
Different contact-center platforms package voice, digital channels, AI, workforce tools and integrations differently. We help you compare the architecture, features and commercial model.
NICE CXone
Omnichannel CX platform with routing, AI, workforce capabilities, analytics and automation.
Five9
Cloud contact center platform covering voice, digital channels, AI, CRM integrations and workforce tools.
Genesys Cloud CX
Cloud customer-experience platform with voice, routing, IVR, analytics, digital engagement and AI capabilities.
Talkdesk
Cloud contact-center platform focused on customer experience, digital engagement, AI and integrations.
Cisco Contact Center
Contact-center technologies for organizations requiring enterprise communication and integration capabilities.
Zoom Contact Center
Contact-center capabilities built around the broader Zoom communications environment.
8x8
Cloud communications and contact-center capabilities across voice, digital engagement and analytics.
Dialpad
AI-focused business communications with contact-center and customer engagement capabilities.
Understand The Starting Point Before You Talk To Sales.
Public pricing varies significantly by platform and package. These figures are reference points — not a promise of your final quote.
Omnichannel Suite
Five9 Digital
Genesys Cloud CX 1
Tell Us What Your Contact Center Needs. We'll Help You Map The Options.
The right platform depends on far more than the number of agents. Your channels, CRM, call volume, routing, reporting, AI requirements and workforce model all matter.
Quick Contact Center Check
Where A Modern Contact Center Makes Sense.
Different industries need different customer interaction models.
Retail
Customer service, order questions, returns, store support and multi-location routing.
Healthcare
Appointment-related interactions, routing, customer communication and supported workflows.
Financial Services
High-volume customer interactions, routing, recording, analytics and compliance needs.
Travel
Booking support, changes, cancellations, customer service and high-volume inbound calling.
Logistics
Shipment support, dispatch communication, customer updates and distributed operations.
Professional Services
Customer intake, appointment routing, support teams and centralized communications.
Technology
Technical support, onboarding, customer success and digital engagement.
BPO & Call Centers
Multi-client operations, agent management, inbound/outbound campaigns and workforce tools.
You Don't Need To Become A Contact Center Expert.
CCaaS platforms can look similar on the surface, but licensing, agent models, channels, integrations, AI, workforce tools and pricing structures can differ.
DriveTech helps you organize the requirements first, compare available solutions and understand what you're actually buying.
Talk To DriveTech →From Contact Center Problem To Clear Technology Plan.
Tell Us Your Situation
Current platform, agents, channels, CRM, locations and biggest pain points.
We Qualify The Requirements
We identify what your contact center actually needs before comparing platforms.
Compare Available Options
Review relevant platforms, features, pricing models and deployment considerations.
Move Forward
If the solution fits, we help coordinate the next stage of your project.
Questions Businesses Ask Before Moving To CCaaS.
What is CCaaS?
CCaaS means Contact Center as a Service. It provides cloud-based technology for managing customer interactions, which can include voice, digital channels, routing, analytics, AI, workforce management and integrations.
What is the difference between a business phone system and a contact center?
A business phone system primarily handles business calling. A contact center adds capabilities designed around larger-scale customer interactions, such as queues, IVR, intelligent routing, digital channels, analytics, quality management and workforce tools.
Can CCaaS support remote agents?
Cloud contact-center platforms are designed to support distributed agent environments, subject to the platform, network, device and security configuration.
Can CCaaS connect to Salesforce or another CRM?
Many major CCaaS platforms provide CRM integrations or adapters. The exact integration capabilities depend on the platform, CRM edition and required workflow.
Can I have voice, chat and SMS in one contact center?
Many modern CCaaS platforms support multiple customer interaction channels. The exact channels and packaging vary by platform and subscription.
Does CCaaS include AI?
Many current CCaaS platforms offer AI capabilities such as virtual agents, agent assistance, transcription, summaries, knowledge assistance, analytics and automation. Availability varies by platform and package.
How much does a contact center cost?
Pricing varies based on agents, named versus concurrent usage, channels, AI, workforce tools, integrations, usage and contract structure. Public examples currently include Genesys Cloud CX 1 at $75/user/month billed annually, NICE CXone Omnichannel Suite at $110/agent/month, and Five9 Digital at $119/seat/month, subject to each vendor's terms and conditions.
Is there a minimum number of agents?
It depends on the platform and commercial package. For example, Five9 states that its published pricing can involve minimum seat requirements and that pricing may also vary by concurrent users, named agents or usage.
Can DriveTech help compare CCaaS platforms?
Yes. DriveTech can help you identify requirements, compare relevant available options and understand the commercial and technical considerations before purchase.
Your Customers Are Already Talking. Make Sure Your Contact Center Is Ready.
Tell us how many agents you have, which channels you need, what CRM you use and what's frustrating your team today. We'll help you map the available CCaaS options.
Contact-center platforms, features, pricing, licensing, availability and commercial terms change over time and vary by country, package, agent type, usage and configuration. Pricing shown on this page is based on currently published US vendor information and should be verified before purchase. DriveTech is an independent technology advisor and is not affiliated with or endorsed by the vendors referenced on this page.