2025 Geek Gauge CCaaS Rankings!

00:00As your contact center technology advisor through our new company, Expaevia Digital, I can help you with things like CCaaS, any type of AI implementation and nice, studio and integration It's the same honest advice you hear on the Geek applied specifically to your operation. Visit Exp, Exp. He's the CEO of Expivia Interaction Marketing Group and the call center geek himself, Tom Laird. Welcome back everybody to a special episode of advice from a call center geek, the call center with the contact center podcast where we try to give you some actionable items, take back in your contact center, improve the overall quality, improve the agent experience, Hopefully improve your customer experience as well. are kind of, they're doing it, right, Expivia, we're

[Gap 01:40–01:54: no reliable transcription]

01:54I have something I think that's been something that I've wanted to do for time and finally again with the as I'm recording this with Rory McIlroy kind of finally coming through and wanted to I've always wanted to see since this kind of ChatGPT AI thing is that what what would happen if we if we really dug deep into AI we took out kind of activity, and said, hey, go rank these contact center platforms. Go rank these CC, CAS platformsI, and let's see what it would- come up with. And I did a video on this last Friday, and I, maybe Friday or Monday, I thought it was gonna be easy, but it really wasn't, right? To try to make this as hands off and as fair as possible. There's some things that we found in creating this kind of ranking or report. And just to kind of set the table here, we we have 19 CC platforms that we have rated. It's really all the names that I think you hear.

[Gap 03:02–03:24: no reliable transcription]

03:24of use, value for the money, your partner ecosystem, like try to think of everything that possibly think through of how to judge fairly these contact center platform providers. So we did this last Friday and we kind of ran our first sets of data. But when you really looked at the data, I don't think it, I don't think it

[Gap 04:12–04:42: no reliable transcription]

04:42weren't up to date right so it would show a, platform and kind of what their tools were eight months and. We all know in the world that we're living in now eight months is Is is a is ten years right with how fast is kind of going so We finally I think figured it out Release this kind of report today and I wanted to kind of go through it if there's anybody out. of CCaaS sites and kind of scrape data and scrape data so that we had some of Thank you. basis that are out there, you know, look at G2,- look at And here in a second, but While it is not my opinion, this is the AI chat, I think it it. I think it's closer to my opinion would be then a lot of times when we different analyst reports. The other thing with the analyst reports too is I see that there's so, and it maybe this'll happen and there's so much that is different year to year.

07:24And then again, I think there is a lot evolving in platforms and they're changing, but I don't know, it just doesn't seem like the a overall consistency is there. So we wanted to just find out if we have these kind of 17 weighted criteria, could we rank or have a fair representation of the CCaaS platforms. Let me also say this, this does not mean that number one, you are the best in the world, and number 19, you are terrible. That has nothing really to do with it. That you guys see in the quadrants. Whatgress is showing is that different contact center platforms have specialties. Some really good outbound and platforms that maybe aren't in the top three or five overall C-cast, different types of analytics and AI, right? So there's your strategy, your core capabilities, the value, right? And that is 35% right there, right? So out. Out of the 17, I think those are the three things that are really the most important.

08:50Then we get to your integration and APIs, your analytics,, your support, your service, routing, flexibility, your outbound capabilities, up ease of use, which probably should have been weighed a little bit heavier. Your innovation velocity, right? Your global reach, migration experience, and So I have a picture, let's add this to the stage, and this is kind market momentum is 1%, partner enterprise platforms. I think that it is fair that Zoom moved into an industry leader. I think what they're doing is, is is especially on the, the AI side and kind of how they're building without any of the, again, when you get to build from scratch in like 20, 20, 20, 24, 20, 25 for your, your CCaaS, right? There's relent of things that you can say, hey, hey, we're just not going to do that. focus on kind of this newer a technology. And I think they've done that in a pretty good way.

10:25Ring Central is is kind of interesting because as everybody knows, Ring basically white labeled the nice CXone tool for a really long time, they've come out with Ring's contact center. This is one of the changes that we did make to make sure that we told Ring to just look for the Ring contact center. I'm not sure it totally did that. to I don what Ring is doing. bBut again, they're relatively newer with their own platform in the market. That might be weight a little bit higher or maybe not. I'd love to know the your guys opinion on that. I think these strong performers in the next area, they're a little bit niche, I mean I've read a lot of analyst reviews on 8x8 and kind of what they're doing. They're right on the fringe from that emerging to a strong performer. Probably shouldn't have used the word strong performer.

11:19But you know, these guys, you know, Amazon Connect everybody knows about, Cisco everybody about Nextiva is totally up and coming. Totally up and coming. Everybody knows them. They have 100,000 customers, which is that And that's a pretty cool launching point when you can launch your contact center platform on top of that UCaaS I think they're doing some really cool things and that's a company., right? And so we're seeing a lot more dial pad as well. And we want to build it on our own kind of deal. But I think that, you know, there's there's a lot of, you. Again, Content Guru is not really fully here in the States. I think maybe What they're doing with, you know, it's very low. Noble is has an unbelievable, They had a 10 in the out a offering right and that where they cut a teeth right they been an unbelievable collections outbound type tool, platform that is now you know evolving into you know a full see Cass you know again a lot of the analysts steps just raid the review over eight by eight your review and say with auto the craft beer, the artisanal cheese of certain market segments or certain customer types.

13:30Just like you see in the BPO world that we have BPOs that are just for certain healthcare clients or financial services, I think you're going to start to see that too as we need to differentiate a little bit with these CCaaS players and how they're going. The other thing that we did, which this is extremely busy and I'm going I would have done some things to correlate, right? Like what does a five point six mean? to an 8.45. I don't know that yet. Other than, you know, there's a lot that makes sense here. Again, people can say that Twilio is easy to use. I think a lot of people say it's not to build it, so it's not an AI, I think, recognize that with a four there, which I think is fair. But again, they're integrations. That's what they're built for. They attend for integrations, which makes complete sense. So, a lot of these things where, you know, again, I talked about NobleBiz, they're a 10 for outbound, right? Them and Five9 were really the only two 10s that it was given. So, I think that this is a relatively fair representation of not only what these platforms are doing, but how they're representing themselves to the market as well.

15:10,

[Gap 15:10–15:40: no reliable transcription]

15:40where the emerging guys, they're very niche, right? They're looking for specific markets. They're okay with that, right? They want to be just really good for this specific use case and then see how that goes and see how they can grow and evolve. That's kind of how I. I see this kind of platform and kind of how the market is moving. So again, I didn't do this toing anybody off. I had mostly all positive reviews, especially on LinkedIn. I had a couple of interesting DMs, but overall, I think the people saw what we were trying to do.

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16:47bit redundant. But again,

[Gap 16:54–17:10: no reliable transcription]

17:10And hopefully this helps you kind of, that you know think through what is really important to, us and what are some of the drivers for some of these platforms that you know we I've seen it, we're a lot of Let me know if there's any questions on the stuff. I posted this on LinkedIn If there's any questions on the stuff, I'll say this on LinkedIn the full report, but if you don't see it on LinkedIn You know just DM me and I'm more into the full report.