Evaluate and Select the Right Contact Center Platform
Selecting a new Contact Center as a Service (CCaaS) platform is one of the most important technology decisions facing CX and IT leaders today, especially as legacy contracts approach renewal.
With more than 150 CCaaS providers and rapidly evolving AI capabilities, comparing platforms, features, and pricing models can quickly become overwhelming.
Bluewave helps organizations evaluate, select, and implement the right cloud contact center platform for their customer experience and operational goals.
Our advisors bring deep experience across the contact center technology landscape, helping organizations assess providers, compare capabilities, and make confident decisions.
Key Contact Center Capabilities to Evaluate
Modern cloud contact centers combine a wide range of capabilities that directly impact customer experience, agent productivity, and operational efficiency.
Through Bluewave’s Assess | Advise | Advocate approach, we help organizations define requirements, bring clarity to platform capabilities, and identify the features that deliver the greatest value.
Consider these key capabilities when evaluating CCaaS platforms:
- Intelligent, AI-driven routing and automated self-service (ACD / IVR)
- Omnichannel customer engagement (voice, email, chat, SMS, social)
- AI automation and self-service capabilities
- Real-time agent guidance and assist tools
- AI-powered knowledge management and agent copilots
- Workforce management and workforce optimization
- Automated quality management and performance monitoring
- CX journey analytics and interaction insights
- Unified reporting, analytics, and business intelligence
- AI training and simulation for agent development
- Hiring automation and workforce analytics
- BPO staffing solutions and flexible workforce models
The Bluewave Approach to Contact Center Transformation
Contact center technology decisions have a direct impact on customer experience, employee performance, and operational costs.
Our Expertise
Bluewave advisors have deep expertise across leading CCaaS platforms and emerging AI, bringing clarity to an increasingly complex market.
Our Model
Through our Assess | Advise | Advocate approach, we assess your current contact center environment, advise on platform requirements, and guide vendor evaluation and selection.
Our Team
Our team also supports implementation planning and ongoing optimization to ensure your contact center platform delivers as promised.
Schedule a CX Assessment & Consultation with Bluewave to evaluate your contact center environment and identify the right platform for your organization.
Key Benefits of Working with Bluewave
- Independent evaluation of leading CCaaS providers
- Structured platform assessments and vendor comparisons
- AI capability evaluation across contact center platforms
- Guidance through platform selection and contract negotiation
- Implementation support and migration planning
- Ongoing optimization and lifecycle advisory
How a Global Car Rental Company Saved $50M by Modernizing Its Contact Center
The Challenge
A global car rental company needed to modernize communications across its branch network and contact centers while reducing operational costs and evaluating a transition from legacy on-premises systems to a cloud contact center platform.
Bluewave’s Role
Bluewave conducted a CCaaS assessment, evaluated leading cloud platforms, and developed a migration roadmap aligned with operational and cost objectives.
Our Results:
$50M in savings over three years
54% reduction in communication costs across branches
Improved communication quality and reliability
Optimized routing between branches and contact centers
Why Companies Replace Their Contact Center Platform
Most organizations evaluate new contact center platforms when contracts approach renewal or when existing systems can no longer support evolving customer experience requirements.
Common triggers include:
- Legacy contact center platforms reaching end of life
- Limited AI automation or self-service capabilities
- Poor integration with CRM and customer data platforms
- Difficulty scaling remote or distributed agent environments
- Rising operational costs or inflexible licensing models
- Limited analytics and visibility into customer interactions
- Increasing expectations for omnichannel engagement
Bluewave helps organizations evaluate whether their current platform can evolve or if it is time to select a new CCaaS solution.
Top Contact Center Platforms We Evaluate
The CCaaS market includes hundreds of platforms, each with different strengths in AI capabilities, integrations, scalability, CX, and pricing models. As organizations approach contract renewals or contact center modernization initiatives, many evaluate several leading platforms before selecting the best fit for their environment.
Bluewave advisors cut through the noise, bringing clarity to platform decisions that can otherwise take months of research and vendor comparisons.
Platforms frequently included in Bluewave CCaaS Assessments include:
- Cisco Webex (Cloud Contact Center)
- Content Guru (Storm)
- Dialpad
- Five9
- Genesys (CX Cloud)
- Microsoft Dynamics 365
- NiCE (CXone)
- RingCentral
- Talkdesk
- Vonage (VCC)
- Zoom (ZCC)
- 8×8 (VCC)
Selecting the right platform depends on factors such as CRM integrations, AI automation requirements, workforce management needs, global scale, and total cost of ownership.
Schedule a Contact Center Platform Assessment and compare the leading platforms for your organization.
Let’s Talk
Ready to evaluate the right contact center platform for your organization?
Contact Center as a Service (CCaaS) FAQ:
What is Contact Center as a Service (CCaaS)?
Contact Center as a Service (CCaaS) is a cloud-based platform that enables organizations to manage customer interactions across voice, chat, email, messaging, and social channels through a single system.
How do modern CCaaS platforms differ from traditional Contact Centers?
Modern CCaaS platforms combine omnichannel engagement, intelligent routing, workforce management, AI-powered automation, and advanced analytics to improve both customer experience and agent performance.
Why do organizations adopt CCaaS platforms?
Organizations often adopt CCaaS platforms to replace legacy on-premises contact center infrastructure, improve scalability, enable remote agents, and access AI-driven capabilities that enhance customer engagement.
How can I be sure I'm selecting the best Contact Center Platform?
Bluewave advisors help organizations evaluate, select, and implement the right CCaaS platform through our Assess | Advise | Advocate approach.