Checklist Some ideas to consider when buying a CCaaS platform: Technical Requirements Scalability: Ensure the solution can accommodate growth in contact volume and agent numbers. How long does it take the vendor to provision new seats? Integration: Verify the solution integrates with existing customer engagement tools, such as CRM and help desk software. What are other customers’ experiences with the time and effort required to integrate other essential systems? Omni-channel support: Ensure the solution supports customer communication via multiple channels, including voice, email, chat, and social media. Are there limits on the volume and concurrency that need consideration? Reporting and analytics: Check for real-time reporting and analytics capabilities to measure and optimize contact center performance. Are there easy-to-use tools to build customized reports? Security and compliance: Confirm the solution meets security and data privacy regulations, such as GDPR and HIPAA. Can the vendor provide documentation of its data management and security practices? Business Requirements Cost-effectiveness: Evaluate the total cost of ownership, including upfront and ongoing expenses, to ensure the solution provides value for money. Can the vendor provide a customer reference that is similar in size and complexity to my organization? Customer experience: Ensure the solution provides a seamless and consistent customer experience across all communication channels. Can the vendor support the addition of different channels (i.e. web chart, messaging, SMS and the like) in a phased approach? Flexibility and customization: Check for the ability to configure and customize the solution to meet the unique needs of the organization. Does the vendor have good documentation and training support that will enable the customer to configure and customize the solution? To what degree are professional services going to be needed? Employee satisfaction: Ensure the solution provides a user-friendly interface and tools for agents to enhance their productivity and job satisfaction. Is the vendor willing to show CSAT or NPS scores showing satisfaction with their solution? Business continuity: Confirm the solution has disaster recovery and business continuity features to minimize downtime and ensure continuous operations. If the solution is built on a third-party cloud provider, are they able to utilize different operating regions? If the solution is built on the vendor’s own infrastructure, what are the plans if their data center has downtime? Copyright © 2023 AVANT Communications, Inc. CCaaS 6-12 Report | 17