The Ultimate List of CCaaS Platforms That Integrate with Thunai AI

You're setting your agents up to fail, and your customers are paying the price. 

Working with the wrong CCaaS providers can be a huge waste of BOTH time and money.

It starves your agents of the critical tools they need, with poor CRM connection and no advanced routing. 

This leads to dropped calls, frustrated customers, and agent burnout.

Our analysis exposes these feature gaps, showing the best CCaaS providers and solutions look like so you can finally equip your team to succeed.

What are Contact Center as a Service (CCaaS) Providers?

Contact Center as a Service (CCaaS) is a cloud-based software model. It allows businesses to purchase the contact center technology they need on a subscription basis. Instead of buying and maintaining complicated on-site hardware, companies can access a full suite of tools over the internet.

These tools include call routing, analytics, AI chatbots, and workforce management. This model gives greater flexibility, the capacity for expansion, and access to the latest technology without a large initial investment.

These CCaaS providers allow customer service and sales teams to connect with customers through voice, email, chat, social media, and more. What's more, they can do it all from one unified screen. 

Every interaction is tracked, and data is gathered to give insights into how things are going. This includes team performance, customer feelings, and how efficiently things are running.

Key Features of the Best CCaaS Platforms

The market in 2025 is defined by several key trends. These trends set the market leaders apart from the rest of the pack. When you look into providers, search for high quality in these areas:

• UCaaS & CCaaS Combination: The best platforms are taking away the separation between internal collaboration tools (UCaaS) and external customer-facing platforms (CCaaS). This creates a single communication system. This setup allows for teamwork. Front-line agents can instantly work with back-office experts to sort out difficult issues.
• The Importance of AI: Artificial intelligence is now a central part of a modern CCaaS platform. The technology is now deeply built into the customer journey. AI is used for intelligent self-service and giving real-time agent coaching. It also gives deep conversational analytics.
• Workforce Engagement Management (WEM): A complete WEM suite is important. This suite should be part of the main product. The suite includes tools for AI-based forecasting and scheduling. Also included is quality management with automated scoring. Performance dashboards keep agents active and productive.

Top Contact Center as a Service (CCaaS) Providers

1. Amazon Connect

Amazon Connect is an omnichannel cloud contact center. The platform uses artificial intelligence. The whole system is built on the Amazon Web Services (AWS) foundation. Launched in 2017, its design comes from the technology used for over a decade to run Amazon.com's own global customer service. This platform is positioned as a highly flexible set of tools, not a pre-packaged application. This is a good choice for businesses already using the AWS system. Those businesses should have the technical staff to build out a custom solution.

This is the best contact center as a service (CCaaS) provider for companies with in-house technical experts who want a highly customizable and programmable platform tied into the AWS system.

Features:

• Programmable Workflows: The system uses a drag-and-drop tool called Amazon Connect Flows. This tool sets up customer journeys, IVRs, and AI chatbots. A deep level of customization is possible through its link to AWS Lambda.
• Generative AI Assistant: Amazon Q in Connect gives agents real-time responses. It also suggests actions and pulls up information from knowledge sources to sort out issues faster.
• Conversational Analytics: Contact Lens for Amazon Connect automatically writes out calls and chats. The tool looks at them for customer sentiment. It also finds trends for quality assurance.
• Unified Agent Workspace: This is a single application for agents to deal with calls, chats, and tasks. Amazon Connect Cases is included to keep track of customer issues over time.

Pros:

• Large-Scale Operation and Dependability: The platform has a nearly limitless ability to grow. It also has the high dependability of the global AWS network.
• Deep AWS System Connection: Its greatest strength is its smooth link to the entire suite of AWS services. This makes it possible to come up with sophisticated and custom solutions.
• Transparent Pay-As-You-Go Pricing: This is a consumption-based model. The model has no per-agent licenses or long-term contracts. This can lead to important cost savings for businesses with changing demand.

Cons:

• Requires Deep Technical Expertise: This is not a turnkey solution. A successful setup calls for a high level of in-house AWS developer skill. Otherwise, you will need a large budget for third-party professional services.
• Unintuitive Native Reporting: The built-in analytics dashboards are frequently called clunky and not user-friendly by users. This often means data must be sent to other BI tools to get a full analysis.

Pricing:

• The pricing model is entirely pay-as-you-go. There are no minimum fees. Costs are broken down by usage. This includes per-minute for voice and per-message for chat. There are also separate charges for telephony, AI services, and other AWS system usage.

2. NICE CXone

With a history going back to 1986, NICE is an established industry leader. The company is regularly placed at the top of Gartner's analysis for its execution and vision. Its main platform, CXone, is a complete, AI-based solution. CXone brings together all necessary contact center functions into a single cloud platform. NICE's vision is AI-first, but not AI-only. The company sees a future where human agents and AI work together closely.

This is the best contact center as a service (CCaaS) provider for large enterprises looking for a mature, all-in-one platform with market-leading WEM and AI functions from an established industry leader.

Features:

• Enlighten AI: This is a purpose-built AI engine. The engine is used for intelligent self-service and real-time agent help. It also helps with workflow automation.
• Market-Leading WEM: This is a complete suite and a recognized market strength. The suite includes AI-based forecasting and quality management for all interactions. It also has performance management tools.
• True Omnichannel: The platform supports over 40 digital and voice communication channels. All of these are looked after through a universal queue and a single agent interface.

Pros:

• All-in-One Platform: This is a mature, ready-to-use solution. The platform has a complete suite of tools, including top WEM functions. This cuts down on the need for third-party additions.
• Industry-Leading AI and Analytics: The Enlighten AI engine is built on a massive dataset from billions of interactions. The engine gives accurate and effective conversational intelligence.

Cons:

• High Cost of Entry: This platform adds up to a big investment. The most complete suites can cost more than $200 per user per month. This price may be too high for smaller businesses.
• Platform Stability and Support: Users report ongoing platform instability. They also mention frequent outages and a support system that can be slow. This is especially true for those without a dedicated support engineer.

Pricing:

• The pricing is a tiered, per-agent-per-month model. Plans go from $71/user/month for a Digital Agent to $209/user/month for the Complete Suite. The higher-priced plan adds advanced WFM and analytics functions.

3. Avaya

Avaya has one of the longest histories in the industry. Its origins are in AT&T. The company also made a major acquisition of Nortel's enterprise assets. Despite major financial difficulties, including two Chapter 11 bankruptcy filings, Avaya holds on to a strong market position. Its current vision, as stated by its CEO, is an innovation without disruption plan. This plan centers on giving a clear cloud migration path to its large on-premises customer base. This is done with the Avaya Experience Platform (AXP).

This is the best contact center as a service (CCaaS) provider for its large, loyal on-premises customer base that wants a gradual, hybrid migration path to the cloud. This path avoids a disruptive replacement of their existing systems.

Features:

• Hybrid Deployment: AXP is designed to back up on-premises, private cloud, and public cloud setups. This allows businesses to get up to date at their own speed.
• Workforce Engagement Management (WEM): The platform has a complete WEM suite. This includes call and desktop screen recording. Performance management dashboards and analytics are also part of the suite.
• Open Architecture: AXP is built on an API-first design that uses REST-based APIs. This makes customization and connection with third-party systems like CRMs easier to carry out.

Pros:

• Deep Enterprise Feature Set: Its long history has resulted in a mature, feature-rich platform. The platform can take on the complex, high-volume needs of large enterprises.
• Flexible Hybrid Model: The innovation without disruption plan gives a gradual migration path for its large on-premise customer base. They can take on cloud functions without a full system replacement.

Cons:

• Financial Instability and Uncertainty: Two bankruptcies have created major market uncertainty. This uncertainty is about the company's long-term health. It also affects its ability to put money into future technology.
• Inconsistent Platform Stability: While its older systems are known for being dependable, there are troubling user reports of AXP platform failures. These reports bring up frequent dropped calls and agents being unable to get connected.

Pricing:

• The pricing is a tiered, per-user-per-month model. AXP Public Cloud plans are $35 (Digital), $60 (Voice), and $89 (All Media). On-premise licenses start at $119/user/month.

4. Genesys

Founded in 1990, Genesys is a long-term leader in the CCaaS market. The company has held this position in Gartner's analysis for 11 years in a row. The company's vision is to help businesses achieve Experience as a Service. They do this through their main product, Genesys Cloud CX. The platform is an all-in-one, API-first platform built on Amazon Web Services. Genesys serves over 8,000 businesses in more than 100 countries.

This is the best contact center as a service (CCaaS) provider for businesses of all sizes that want to arrange end-to-end customer journeys on a single, highly expandable, and dependable all-in-one cloud platform.

Features:

• Predictive Routing: This is a mature AI feature. The feature looks at over 100 data points in real-time. It matches a customer with the agent most likely to get a specific business outcome, such as higher CSAT.
• Native WEM Suite: This is a fully combined WEM suite. The suite gives a complete set of tools to manage and get the most out of the workforce.
• Agent Copilot: This function gives real-time help to agents. Help includes showing knowledge base articles, giving AI-guided scripts, and creating post-interaction summaries.

Pros:

• All-in-One Platform: The platform has a complete, natively combined suite of CCaaS, WEM, AI, and journey management tools. These all run on a single, modern cloud architecture.
• High Capacity for Growth and Dependability: The system is built on AWS microservices. The platform is praised for its stability. It can also serve setups that range from 20 to over 20,000 seats.

Cons:

• Inconsistent and Slow Customer Support: The most frequently pointed out weakness across all review platforms is the quality of customer support. People often describe the support as slow, unresponsive, and ineffective.
• Weak Native Workforce Management (WFM): Experienced WFM professionals on community forums describe the native Genesys WFM tool as lacking features. One user called the tool subpar.

Pricing:

• The pricing is a tiered, per-user-per-month model. Plans start at $75 (CX 1, voice-only). Other plans include $115 (CX 2, omnichannel) and $155 (CX 3, adds WEM). All plans are billed annually.

5. Teams Phone

Microsoft's plan is to join UCaaS and CCaaS. The company uses the large user base of Microsoft Teams. That user base is over 300 million monthly active users. Teams Phone adds cloud-based PBX functions to the Teams application. The native CCaaS features are basic. But its main strength is its smooth connection with the Microsoft 365 system. Another strength is its role as a platform for certified third-party CCaaS providers.

This is the best contact center as a service (CCaaS) provider for existing Microsoft 365 customers who want to join UCaaS and CCaaS on a single, familiar platform. The platform is good at connecting front-line agents with back-office experts.

Features:

• Native Call Management: This includes basic PBX features like call transfer and park. The system also has auto attendants for menu systems. Call queues are available for sending calls out to a group of agents.
• AI and Collaboration: A deep connection with Microsoft Copilot gives AI-based call summaries and insights. The platform is good at allowing teamwork. This lets agents work with experts across the company to solve issues.
• Third-Party Connection Models: The platform supports three models for certified CCaaS partners. These models let partners deeply connect their solutions into the Teams client.

Pros:

• Unmatched Native Connection: This system is smoothly connected into the Microsoft 365 system. This gives a unified experience for collaboration and communication. No competitor can match this.
• Large User Base and Familiarity: The wide use of Teams gives a familiar interface for both agents and employees. This cuts down on training time and speeds up its use.

Cons:

• Limited Native CCaaS Features: The built-in functions are basic compared to dedicated platforms. Advanced features like WEM call for costly third-party solutions.
• Performance and Resource Consumption: The Teams client is widely criticized for using a lot of resources. Users also say it is slow to load up and prone to glitches. This can get in the way of agent productivity.

Pricing:

• The pricing is multi-layered and can be complex. A full solution calls for a base Microsoft 365 license. You also need a Teams Phone Standard license and a PSTN Calling Plan. For AI features, you need a Microsoft Copilot add-on.

6. Twilio

Founded in 2008 with a clear, developer-focused vision, Twilio was a pioneer of the API-as-a-product model. Its CCaaS product, Twilio Flex, is not a ready-to-use application. Twilio Flex is a fully programmable cloud contact center platform.

This is the top CCaaS choice for businesses with strong in-house development teams. These teams want to build out a unique and deeply customized contact center. Users confirm that you get a platform to develop a call center where very little of it is built in.

This is the best contact center as a service (CCaaS) provider for businesses with strong in-house development teams. These businesses want to build a deeply customized and perfectly suited contact center experience from a programmable, API-first framework.

Features:

• Complete Programmability: This is the defining feature of Flex. Every layer is customizable by developers. This includes the React-based user interface, call flows, and routing logic.
• Intelligent Routing: The platform uses Twilio TaskRouter. This is a high-performance attributes-based routing engine. This engine allows for advanced logic based on agent skills, CRM data, priority, and any other custom attribute.
• Visual Workflow Builder: Twilio Studio is a drag-and-drop visual builder. You can use it for the low-code creation of IVRs, chatbots, and routing flows.

Pros:

• Unparalleled Customization and Flexibility: The platform gives limitless control to build a contact center experience. The experience can be perfectly matched to a company's unique brand, workflows, and connection needs.
• Developer-Centric System: Twilio has excellent, thorough documentation. The APIs are sturdy, and there is a strong developer community. This makes the platform a great tool for businesses with in-house technical talent.

Cons:

• Requires Major Development Resources: This is not a ready-to-use solution. Its setup and ongoing maintenance call for a dedicated team of developers. A major investment in professional services is also needed.
• Poor Customer Support: This is a consistent complaint across multiple platforms. The service has a notably low support rating of 5.6 out of 10 on TrustRadius.

Pricing:

• The pricing is flexible but can be complex. The main platform pricing is either $1 per active user hour or $150 per named user per month. This does not include mandatory setup fees. The pricing also does not cover the many separate pay-as-you-go charges for every voice minute, message, and phone number.

7. RingCentral

RingCentral is recognized by Synergy Research as the number one worldwide market share leader in UCaaS. 

This is true for both its revenue and number of subscribers. The company's vision is to supply a single, AI-based platform that brings together messaging, video, and phone. The company uses this dominant UCaaS position as a natural entry point to present combined CCaaS solutions. The company aims to break down the wall between the two domains.

This is the best contact center as a service (CCaaS) provider for businesses looking for a tightly combined, unified platform from a single vendor. The platform joins a market-leading UCaaS solution with a CCaaS product.

Features:

• RingSense AI: The new RingCX platform is heavily filled with AI. This includes intelligent virtual agents and real-time agent coaching. It also has automated quality management with AI scorecards and conversational intelligence.
• Extensive Connections: The RingCentral App Gallery has over 500 pre-built connections. These are for popular applications like Salesforce, Microsoft Teams, and Google Workspace.
• Full-Featured Cloud PBX: The main MVP platform is an enterprise-grade phone system. It has an auto-receptionist, multi-level IVR, call recording, and advanced call handling.

Pros:

• Leading Unified Platform (UCaaS + CCaaS): The service has a tightly combined solution. This solution joins its market-leading UCaaS platform with a CCaaS product. A single vendor gives a unified experience for all business communications.
• Ease of Use and Setup: The platform is consistently praised for its user-friendly interface. People also praise its straightforward setup process.

Cons:

• Inconsistent Customer Support: The most major and frequently mentioned weakness is the quality of customer support. Many users report slow and frustrating experiences.
• Limited Native WFM: The platform often calls for a third-party connection with providers like Calabrio. This is for advanced workforce management features like forecasting and scheduling.

Pricing:

• The pricing is in tiered models. The main RingEX (UCaaS) plans start at $20/user/month. The AI-based RingCX (CCaaS) plan starts at $65 per user/month, billed annually. Many functions, like extra phone numbers, are add-ons with separate pricing.

8. Webex

Webex is owned by the networking company Cisco. Webex is a long-standing enterprise leader. The company is now moving to supply a single, combined platform. This platform is for both collaboration (UCaaS) and customer experience (CCaaS). Webex Contact Center is a cloud-native, AI-based omnichannel solution. This solution uses Cisco's deep knowledge in security and networking. The service has shown impressive growth. Seats grew by 75% in Fiscal Year 2024. The service is highly praised by users. It earned a Gartner Peer Insights Customers' Choice designation in 2025.

This is the best contact center as a service (CCaaS) provider for businesses that value a single, unified platform from a trusted vendor. This is especially true for those in the existing Cisco system. The vendor has a strong reputation for enterprise-grade security and dependability.

Features:

• Cisco AI Assistant: This is a suite of AI functions. The suite includes intelligent, conversational virtual agents. It also has real-time agent coaching, suggested responses, and automatically created conversation summaries.
• Journey Orchestration: A drag-and-drop flow builder allows business users to design and manage complex customer journeys. They can do this across channels without coding.
• Combined Workforce Optimization (WFO): The service has a combined WFO suite as an optional add-on. This includes tools for workforce management, quality management, and analytics.

Pros:

• Unified Platform from a Trusted Vendor: Webex is a single platform from Cisco. Cisco is a trusted, market-leading vendor. The company has a strong reputation for security, dependability, and enterprise-grade networking.
• Excellent User Satisfaction: The platform has an exceptionally high user rating of 4.7 out of 5 on Gartner Peer Insights. 96% of reviewers said they would recommend the product.

Cons:

• Late Entrant to Public Cloud CCaaS: While the service is improving quickly, some users feel the product still falls behind more mature competitors. This is true for certain advanced features and flexibility.
• Technical Connection Gaps: Community discussions bring up technical challenges. Calls passed on from Webex Calling (UCaaS) cannot be properly controlled by the contact center agent. This suggests the connection is not yet perfect.

Pricing:

• The pricing is quote-based only. Cisco does not publish standardized pricing for the main platform. Pricing is available for add-ons. Examples include Webex WFO ($40/user/month) and Webex Calling connection ($8/user/month).

9. Talkdesk

Talkdesk is a modern, cloud-native CCaaS provider. The company is known for its user-friendly interface and fast innovation cycle. People often praise the platform for its ease of use, both for agents and for administrators. The company also has a strong commitment to putting AI across the entire customer experience journey. Talkdesk positions itself as an end-to-end solution. The solution is for customer-focused companies of all sizes.

This is the best contact center as a service (CCaaS) provider for businesses that want an intuitive, AI-centric platform that is easy to set up and manage.

Features:

• AI-Based Tools: The platform has a suite of AI products. This includes Agent Assist for real-time guidance. It also has virtual agents for self-service. Interaction analytics for sentiment and topic analysis are also included.
• Industry-Specific Clouds: Talkdesk gives pre-packaged solutions made for specific fields. These fields include financial services, healthcare, and retail. The packages have industry-specific workflows and connections.
• AppConnect Marketplace: This is a large system of one-click connections. You can connect to CRMs, helpdesks, and other business tools. This allows for easy platform extension.

Pros:

• Ease of Use: The platform is widely recognized for its intuitive and modern user interface. This helps cut down on training time and improve agent satisfaction.
• Agility and Innovation: Its cloud-native architecture allows Talkdesk to put out new features and updates quickly.

Cons:

• Reporting Limitations: Some users find the native reporting and analytics functions to be less flexible. They feel other functions from more established competitors are better.
• Scaling Pains: While a strong contender, some larger enterprise customers have pointed out challenges with stability and support as their needs become more complex.

Pricing:

• The pricing is a tiered, per-user-per-month subscription model. Plans typically start around $75/user/month for key omnichannel features. Higher tiers add WEM, AI, and analytics functions.

10. Five9

Five9 is one of the original pioneers of the cloud contact center. The company has a mature, dependable, and complete CCaaS platform. Five9 is well-regarded for its outbound and blended contact center solutions. This makes the company a strong choice for sales and telemarketing operations. The platform also works well for customer service. The company works with businesses of all sizes, from small businesses to large enterprises.

This is the best contact center as a service (CCaaS) provider for sales and service teams that need strong outbound and blended communication functions.

Features:

• Intelligent Cloud Contact Center: The platform has a full suite of inbound, outbound, and blended omnichannel functions. This includes a high-performance predictive dialer.
• Practical AI: Five9 builds AI across its platform. This is done with features like Agent Assist, intelligent virtual agents (IVAs), and real-time analytics. These improve both agent and customer experiences.
• Workforce Optimization (WFO): The company has a native suite of tools for quality management. Interaction recording and performance management are also included, with options for advanced WFM.

Pros:

• Platform Maturity and Dependability: As a long-standing leader, the platform is known for its stability. It also has a rich feature set.
• Strong Outbound Functions: The company is a market leader in dialer technology. It is also a leader in outbound campaign management.

Cons:

• User Interface: Some users feel the interface, while functional, can look dated. This is in comparison to newer, more modern competitors.
• Cost: As a premium, all-in-one solution, its pricing can be on the higher end. This is especially true when all WFO and AI features are included.

Pricing:

• The pricing is a tiered subscription model based on features. Plans typically start around $149/user/month for main omnichannel functionality. Custom pricing is available for enterprise and full-suite packages.

11. Verizon Virtual Contact Center

Verizon Virtual Contact Center is a cloud-based solution. This solution uses the dependability of Verizon's large global network. As a major telecommunications company, Verizon's product is built on a foundation of network stability and security. The platform is designed to be a flexible and secure omnichannel solution for businesses of all sizes. This is a compelling option for existing Verizon Business customers. These customers may be looking to join their contact center with their network services from a single vendor.

This is the best contact center as a service (CCaaS) provider for existing Verizon customers who put a high value on network dependability and want to bring together services with a single, trusted vendor.

Features:

• Network-Based Routing: The system uses Verizon's sturdy network for intelligent and dependable call routing. This is designed to lessen latency and improve call quality.
• Omnichannel Support: The platform is a unified system for managing interactions. You can manage voice, email, chat, and SMS channels.
• Connection with Verizon Services: The platform connects deeply with other Verizon Business solutions. This includes their SD-WAN and security services. This leads to a more complete communications system.

Pros:

• Network Dependability and Security: The system is built on one of the world's most dependable and secure networks. This means it has enterprise-grade uptime and data protection.
• Single-Vendor Solution: This is appealing for existing Verizon customers. They may want to join their network and contact center services with one company.

Cons:

• Slower Pace of Innovation: As a large telecom company, its speed of software feature development can sometimes be slower. This is in comparison to more agile, cloud-native competitors.
• Less Depth in Features: While strong on main communications, the platform may lack depth in areas like native WEM and advanced AI. This is in comparison to specialized leaders like NICE and Genesys.

Pricing:

• The pricing is quote-based. The price is typically customized to the specific needs of the business. This includes agent count, feature requirements, and existing Verizon services.

Comparison Table: Top CCaaS Providers to Work With

Four Types of CCaaS Providers

The CCaaS market is not all the same. The market presents a basic choice between building and buying. Providers generally fall into one of four categories.

1. Programmable Platforms: Providers like Amazon Connect and Twilio Flex give a set of programmable tools. They lay out high levels of flexibility and customization. These platforms are for businesses with significant in-house technical skill. However, they call for a large investment to build out.
   
   
2. All-in-One Suites: Providers including NICE CXone and Genesys have complete, ready-to-use solutions. They deliver a full suite of pre-built features, including advanced WEM. These are designed for quick setup and easy administration by business users.
   
   
3. UCaaS-First Combined Platforms: Led by large companies like Microsoft Teams and RingCentral, these providers are taking away the separation between internal collaboration and external customer communication. Their strength is in giving a single communication system for the entire business. This improves teamwork between front-line agents and back-office experts.
   
   
4. Legacy and Telco Providers: This category takes in long-standing companies like Avaya and telecommunications providers like Verizon. Their value often centers on dependability, deep enterprise features, and giving a clear migration path. This path helps their large existing on-premises customer bases get to the cloud.
   

Connecting AI Platforms like Thunai to your CCaaS Solutions

It does not matter if you use Genesys, NICE, Amazon Connect, or RingCentral, Thunai brings order to your CX operations.

Going through thousands of call recordings, chat transcripts, and agent performance metrics by hand doesn’t make any sense!

Connecting your CCaaS provider or software with an advanced AI intelligence layer like Thunai gives you a clear competitive advantage. It lets you go far beyond the built-in tools that most providers give you.

Thunai connects directly to your CCaaS system's data streams. This connection lets you get a deep understanding of every conversation on a huge scale. So, instead of just dealing with interactions, you start learning from them. Then you can automate tasks based on what you have learned.

• Automated Conversation Analysis: Thunai's AI listens to and looks at 100% of your voice calls. It also reads every chat and email transcript that comes from your CCaaS provider. It automatically figures out customer sentiment, pinpoints conversation topics, and spots compliance issues. It also pulls out key action items.
  
  
• Intelligent Quality Management: Thunai completely automates the Quality Management (QM) process. It does this by checking every single interaction against your business's custom scorecards. It finds agent knowledge gaps, points out best practices, and spots coaching opportunities. As a result, supervisors no longer need to listen to a few calls by hand. This proactive method helps agent performance and consistency in a big way.
  
  
• Activating Next-Generation AI Agents: The deep insights gathered from your CCaaS data are then used to train and turn on Thunai’s autonomous AI agents. These agents can be set up across voice, chat, and email. They use a knowledge base that is always getting richer from your real customer conversations. This allows them to give instant, accurate, and human-like answers in over 150 languages. 

Automating and Scaling Your Contact Center as a Service (CCaaS) Tool With Thunai AI Agents for Voice and Chat 

Connecting CCaaS solutions  like Genesys or NICE to Thunai’s AI agents for voice and chat is the difference between simply handling high call volumes and actively reducing them.

With Thunai’s human like AI agents that can attend call in over 150 different lanuages it’s no brainer. Also, Thunai dashboards that both aid and help you monitor escalations, call scores for 100% QA.
This turns your contact center from a costly necessity into an intelligent engine for business growth.

Want to see how Thunai can bring true automation to your CCaaS? Try Thunai for free

FAQs on Contact Center as a Service (CCAAS) Providers

What is the difference between UCaaS and CCaaS?

UCaaS, which stands for Unified Communications as a Service, is mainly for internal employee teamwork. It bundles tools like chat, video meetings, and internal calling. On the other hand, CCaaS, or Contact Center as a Service, is for external customer conversations. It helps you deal with interactions across channels like voice, email, and social media. A big trend in the market right now is bringing these two together. 

How big is the CCaaS market?

The CCaaS market is growing very quickly. The move from on-premise systems to cloud-based ones is now seen as something businesses must do to compete. A clear sign of its size and direction is a 2024 survey. It showed that 73% of North American businesses planned to move their contact centers over to the cloud within two years.

What does CCaaS mean?

CCaaS stands for Contact Center as a Service. It refers to a cloud-based software subscription model. It lets businesses look after all their customer communications and engagement tools. The big benefit is that they do not need to host the systems themselves. 

Is Genesys a CCaaS provider?

Yes, Genesys is a top CCaaS provider. Its Genesys Cloud CX platform is grouped as an All-in-One Orchestrator. This means it gives a complete, cloud-native system. This system includes multi-channel communications, AI, and Workforce Engagement Management (WEM) all in one platform.

What are the benefits using of CCaaS providers?

The main benefits include moving from expensive on-premise hardware to a flexible cloud model. It also includes the ability to add powerful AI and automation into every customer conversation. Another plus is the power to unify customer service with internal teamwork tools. 

What is the technical foundation of CCaaS?

The technical foundation of CCaaS is completely based in the cloud. Providers look after the software, servers, and network systems in their own global data centers. Customers then get to the platform over the internet using a subscription.