BBX Technologies has come out with a cloud-based contact center solution called Vuesion Sky. This adds to the company’s portfolio, which already features a premises-based offering called Vuesion.
In introducing Vuesion Sky, BBX Technologies notes that delivering a contact center via the as-a-service model enables customers to easily scale licenses and resources up or down resources based on their call volumes and seasonal demand. The Vuesion solutions feature inbound and outbound blended multi-channel Contact Center, Reporting and Analytics, Call Recording and WFO, Workforce Management, Predictive Dialer, IVR, CRM integration, Virtual Queue Callback and Post-Call Survey.
Gartner’s 2017 contact center as a service Magic Quadrant lists Nice iContact, Five9, and Genesys as the CCaaS leaders. CCaaS challengers, Gartner says, are 8x8 and Serenova. The firm names Aspect, West, TeleTech, and Evolve IP niche players. And Gartner considers BroadSoft (which Cisco is acquiring) and Talkdesk visionaries.
“Contact center as a service solutions offer similar functional capabilities to those of on-premises contact center infrastructure,” notes Gartner. “The key differences are that, with CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly subscription, and there is a stronger focus on service capabilities, not just product functionality.”
BBX Technologies is a 12-year-old company that delivers contact center solutions and advanced add-ons. It’s an Avaya business partner, an Avaya DevConnect member, and a Unify system partner.
Mitel, which also offers cloud-based contact center solutions, shared: “With the steady increase in remote call agents, cloud communications are a necessity for businesses who want to take advantage of seamless team communications and collaboration. With cloud communications, traditional office-based contact centers can take on new locations, grow and contract workforces as market needs demand it.”