In this episode of Always on CXCX, host Josh Chronister speaks with Peter Broeckx and Gidi Adlersberg about navigating the Contact Center as a Service (CCaaS) market and making informed decisions when selecting a CCaaS solution. They dive into crucial factors like uptime, implementation strategies, unified communications (UC) and CC consolidation, CRM integration approaches, AI in contact centers, and various pricing models.

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Best Moments:

(00:00) Introduction and the importance of reliable customer experience

(05:01) Why feature tables are insufficient for choosing CCaaS solutions

(09:05) The significance of uptime and implementation in CCaaS

(15:20) How UC and CC consolidation impacts customer experience

(19:46) CRM integration approaches: vendor-specific vs. open API

(28:26) AI in contact centers: agent-side vs. customer-facing implementations

(36:54) CCaaS pricing models: named agent, concurrent agent, and pay-as-you-go

(43:36) Digital customer experience and the importance of fundamental channels

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Guest Bios:

• Peter Broeckx is Sales Director Contact Center EMEA at AudioCodes, enabling successful contact center transformations through the power of voice. He has spent significant time speaking with contact center and IT leaders, attending events, and researching the market.
• Gidi Adlersberg is the Voca CIC Business Line Manager at AudioCodes, bringing extensive experience in contact centers, customer engagement strategies, and market research.

Get Started with Voca CIC:

👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup

👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center