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Key Features to Look for in a CCaaS Solution in 2024

This article will delve into the critical features that differentiate different CCaaS (Contact Center as a Service) solutions, emphasizing what companies need to prioritize for ongoing efficiency in 2024 and beyond.

What is CCaaS?

CCaaS, or Contact Center as a Service, provides traditional call center functionalities via the cloud, eliminating the need for physical infrastructure. This approach supports remote work and streamlines software management, thereby enhancing operational flexibility and scalability.

Core CCaaS Features

Cloud Deployment

While all CCaaS solutions are cloud-based, it's advantageous to prioritize providers that utilize multiple cloud infrastructures (such as Google Cloud, AWS, Azure). This approach enhances redundancy and flexibility, ensuring robust service continuity and scalability for businesses.

Basic Call Routing and Queueing

When evaluating CCaaS solutions, prioritize those that offer advanced routing capabilities beyond basic skill and time-based routing. Look for features such as omnichannel routing, real-time analytics, and seamless integration with CRM and other systems. These capabilities enable personalized customer service and optimize call distribution, enhancing overall efficiency and customer satisfaction.

Agent Management

Ensure that the CCaaS solution includes robust agent management capabilities beyond basic attendance tracking. Look for features such as real-time performance monitoring, customizable reporting, and integrated training tools. These capabilities help optimize agent performance, identify training needs, and improve overall contact center efficiency effectively.

Basic Reporting

While all CCaaS solutions offer basic reporting on call volumes, durations, and agent activities, it's beneficial to prioritize solutions that provide customizable dashboards and advanced analytical capabilities. This enables deeper insights into contact center operations, facilitates trend identification, and supports data-driven decision-making for enhanced efficiency and customer experience management.

Advanced CCaaS Features

While core features form a solid foundation, integrating advanced capabilities can significantly elevate contact center efficiency, personalization, and ultimately, customer satisfaction. These advanced functionalities empower contact centers to deliver more tailored and responsive service experiences, thereby fostering stronger customer relationships and loyalty.


Although scalability is a common feature among CCaaS solutions, its extent can vary considerably based on several factors:

  1. Cloud Infrastructure: The underlying cloud platform (AWS, Azure, Google Cloud, etc.) is pivotal. A robust infrastructure with global coverage, high availability zones, and auto-scaling capabilities is essential for seamless scalability.
  2. API-Centric Approach: A well-documented and comprehensive API facilitates seamless integration with other systems, supporting complex workflows and customization as your contact center scales up. This API-centric approach enhances flexibility and operational efficiency.

Scalability enables companies to adapt their contact center operations to accommodate fluctuating demands without encountering significant downtime or incurring additional costs. This capability is particularly crucial for businesses facing rapid growth, seasonal variations, or unpredictable spikes in call volumes—such as e-commerce retailers during holiday seasons or rapidly expanding global enterprises. It ensures that contact centers can effectively scale up or down as needed to maintain operational efficiency and meet customer service demands.

Global Telecommunication Coverage

When selecting a CCaaS solution, it's important to consider the telecommunication coverage provided. Opting for a unified hub that integrates contact center software with communication capabilities simplifies deployment and vendor management. Evaluate the provider's global reach and availability of phone numbers in your target markets. For example, solutions like Voximplant Kit offer access to numbers from multiple providers across more than 180 countries, ensuring a local presence for seamless global communication. This approach enhances accessibility and facilitates effective communication across diverse geographic regions.

Call Routing Capabilities

While most CCaaS solutions include basic call routing functions like ACD (Automatic Call Distribution) and IVR (Interactive Voice Response), distinguishing features can significantly enhance their capabilities:

  1. Omnichannel Routing: Direct interactions from any channel (voice, chat, email, social media) to the appropriate agent, ensuring seamless customer service across multiple platforms.
  2. Real-Time Analytics and Adjustments: Provide supervisors with live data to monitor queue performance and dynamically adjust routing strategies, optimizing operational efficiency.
  3. Computer Telephony Integration (CTI): Integrate telephony systems with CRM and other tools to unify customer data, enhancing agent productivity and customer experience.
  4. IVR with NLP Support: Enable callers to interact using natural language, improving self-service capabilities and guiding them to the correct department efficiently.
  5. Personalized IVR Experience: Customize greetings and menu options based on caller ID, past interactions, or account information, delivering a more tailored customer experience.
  6. Proactive Customer Engagement: Initiate outbound calls or messages based on IVR interactions (e.g., scheduling a callback if an agent is unavailable), enhancing proactive customer service and engagement strategies.

The importance of advanced routing features in CCaaS solutions varies based on individual needs and priorities. While basic features like ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) may suffice for some organizations, others may deem advanced capabilities crucial for optimizing operational efficiency, enhancing personalization, and improving overall customer satisfaction.

Integration with Other Systems

When assessing CCaaS integration capabilities, it's essential to consider several factors to ensure smooth and effective integration with CRM and other systems:

  1. Well-Documented API: A clear and comprehensive API documentation is crucial for facilitating seamless communication between your CCaaS solution and other software. Providers like Voximplant offer well-documented API documentation, simplifying integration for developers.
  2. Ready-Made Connectors: Look for pre-built integrations tailored for popular CRM and business tools. These ready-made connectors streamline integration processes, especially for non-technical users. Voximplant Kit, for instance, provides a variety of ready-made integrations with platforms like HubSpot and Salesforce.
  3. Technical Support: Verify if the CCaaS provider offers dedicated support for integration efforts. This includes assistance with both standard and custom integrations. Providers such as Voximplant offer dedicated teams and custom support plans to aid in integration challenges.
  4. Developer Resources: Access to robust developer resources, including API references, code examples, and tutorials, is invaluable for troubleshooting and efficient development. Voximplant offers extensive developer documentation to support developers throughout the integration process.

Opting for a CCaaS solution that emphasizes a robust API strategy, includes pre-built connectors for essential systems, and offers dependable integration assistance will simplify operations and lower overall expenses over time.

Analytics and Reporting

While analytics and reporting functionalities are ubiquitous in many solutions, their extent and flexibility can vary significantly. Here's a guide on how to assess them:

  • Basic Reporting: This encompasses metrics such as total calls, average handling time, and agent performance.
  • Advanced Reporting: Provides insights across multiple channels (chat, email, social media), detailed analyses of agent activities, and thorough examination of the customer journey.

When selecting a CCaaS platform, it's essential to evaluate more than just its "reporting" feature. Consider the specific metrics it tracks, customization capabilities, data visualization tools, and integration capabilities to ensure the platform aligns with both current and future analytical requirements.

Omnichannel Communications

Efficient call management is crucial, yet not all CCaaS solutions facilitate the comprehensive omnichannel experience demanded by modern customer journeys. Simply offering multiple communication channels is insufficient. Genuine omnichannel capabilities enable seamless integration of interactions across voice, email, chat, social media, and other channels within a unified platform. Without a truly omnichannel CCaaS solution, businesses risk fragmented interactions and dissatisfied customers.
For instance, a customer might initiate a conversation via Facebook Messenger and later call for an update. A truly omnichannel platform preserves the complete interaction history, equipping agents with the context necessary to deliver seamless customer interactions.

Updates and Maintenance

Regular updates from providers are crucial for expanding functionality, applying security patches, and enhancing performance without interruptions in service.
For instance, Voximplant Kit delivers frequent updates that encompass critical security fixes, as well as improvements in functionality and performance. We maintain transparent communication with our clients regarding the contents of each update and ensure minimal disruption during implementation.


While all CCaaS solutions claim to offer high levels of security, the actual protection provided can vary significantly. To safeguard customers' sensitive data, it’s essential to assess the following aspects of a CCaaS provider:

  • Certifications: Inquire about specific security certifications like ISO 27001 (information security management) and PCI DSS (for handling payment data).
  • Regulatory Compliance: Ensure compliance with industry and regional regulations such as HIPAA for healthcare data in the US and GDPR for data privacy in the EU.
  • Data Encryption: Confirm if the provider employs robust data encryption methods both at rest and in transit to prevent unauthorized access to customer data.
  • Access Control: Evaluate access control measures including multi-factor authentication, role-based access control, and audit logs for monitoring and restricting access to sensitive information.
  • Security Audits and Assessments: Check if the provider conducts regular security audits and vulnerability assessments.
  • Customer Reviews: Review customer feedback and case studies regarding the provider’s security practices.

Voximplant Kit holds certifications to ISO 27001 and PCI DSS standards, demonstrating our commitment to robust information security management and secure handling of payment data. We adhere to GDPR regulations, ensuring strong data protection practices. Our platform utilizes advanced data encryption, implements stringent access controls, and conducts regular security assessments to provide comprehensive protection for customer data.

AI-Based Features

AI has moved beyond a futuristic concept in the realm of CCaaS—it is now indispensable for delivering exceptional customer experiences. When assessing AI capabilities in CCaaS solutions, consider the following:
  • Intelligent Call Routing: Ability to direct calls to the most appropriate agents based on customer data and history, facilitating faster issue resolution and personalized service.
  • Chatbots and Virtual Assistants: Automation of routine tasks and provision of immediate support, allowing staff to focus on handling more complex issues.
  • NLU Integration: Seamless integration with Natural Language Understanding (NLU) services such as Dialog Flow, enabling bots to comprehend and respond to natural language, thus creating more engaging interactions.
  • Built-In Speech APIs: Integration with speech recognition and synthesis services like Google Cloud Speech-to-Text and Amazon Polly, enhancing voice interactions and improving contact center accessibility.
Voximplant Kit empowers companies to harness AI for automating routine tasks, extracting valuable insights, and improving customer interactions. Our advanced tools facilitate the creation of conversational AI bots and the implementation of intelligent call routing scenarios, enabling personalized and efficient customer service experiences.

Automation Capabilities

When evaluating platforms for leveraging AI and voice bots, consider the importance of user-friendly, no-code visual interfaces. Such interfaces simplify the creation of complex voice bots, benefiting:

  • Businesses without Dedicated IT Resources: Small teams or those lacking in-house developers can utilize AI capabilities without needing coding expertise. This accelerates time to market and reduces dependence on external resources.
  • Agile Development: Visual builders enable rapid iteration and experimentation with voice bots. This flexibility allows for easy adjustment of dialogues, A/B testing of different approaches, and swift enhancements to customer experiences.
  • Empowering Business Users: Subject matter experts, such as experienced agents or customer service managers, can directly contribute to bot creation. This involvement brings valuable insights and domain knowledge into the development process.
In this aspect, Voximplant Kit distinguishes itself with its visual scenario builder. Through intuitive drag-and-drop tools and pre-built components, users can craft intricate conversational flows for IVR systems and voice bots. This no-code approach empowers businesses to automate routine tasks, customize greetings, and conduct surveys seamlessly, all without the need for coding expertise.

The trend of utilizing no-code solutions extends beyond voice bots to various business requirements, such as website building. Exploring the best no-code website builders showcases how this approach is reshaping the digital landscape.

Ready to Experience the Future of Customer Service?

Choosing the right CCaaS (Contact Center as a Service) solution is pivotal for your business's success. As you've discovered, the optimal platform integrates essential functionalities with advanced capabilities to effectively address your evolving requirements.

Voximplant Kit distinguishes itself with its extensive array of features, worldwide accessibility, and dedication to pioneering new solutions, making it a versatile choice for diverse industries and contact center requirements. Plus, you can explore these benefits firsthand with a complimentary 14-day trial.

Begin creating the future of contact centers today.

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