The Greater Contact Center Contest: C4 Versus the Competition

Businesses looking for contact centers have plenty of options. The market is full to bursting with omnichannel platforms that promise better customer experience (CX) and smarter automation. For a CCaaS solution to stand out among the crowd, it needs more than just CX and AI. 

Knowing the Limits of Big Name Contact Centers 

Big names in the world of CCaaS, like Genesys, Nice, and Five9, provide solutions that are exceptional on paper. In fact, many Continuant customers in years past have received solutions from these same companies. 

What we’ve noticed from working with the industry leaders is that for all their platforms’ strengths, they fall short in some critical area of another. 

Here are a few examples: 

• High Customization Costs: Developing custom workflows and integrations requires advanced features that some providers keep behind a paywall. Advanced setups come with a hefty price tag, or worse, a delay in deployment. 
• Vendor Lock-In: The world of UCaaS and CCaaS isn’t one where everyone just gets along. Certain contact centers may not integrate well or at all with other CX software or UC applications like Zoom and Microsoft Teams.
• Unreliable Support: Tired, outsourced, or slow support responses can turn minor errors into major problems. 
• Post-Go-Live Dropoff: Many providers finish deploying their solutions and then all but disappear. This leaves IT teams with limited resources for future optimization and makes support more difficult to get.
  

These factors leave your teams with a powerful tool but a lack of optimization and isolation in terms of support. 

The C4 Difference

C4 provides all the benefits of other industry-leading contact centers without sacrificing optimization or support. Let’s look at some of the key factors that make C4 special. 

Flexible Architecture for Hybrid and Cloud Environments 

C4 is built with flexibility at its core. It does its job as a cloud-based CCaaS solution, but it can also be fully integrated with a hybrid environment that still uses PBX systems and analog devices.  

It’s a platform that conforms to your environment and can be a first step in transitioning from hybrid to the cloud. 

Deep Integration with Other Vendors 

C4 isn’t the sort of application that functions in a silo. It’s designed to fully integrate with any other collaboration tools your users rely on. This is especially true for Microsoft Teams, Cisco Webex, and Zoom.  

This makes your contact center function perfectly in tandem with other applications your agents use every day. That’s fewer context switches, faster issue resolution, and a consistent communication experience across your entire business. 

Another major integration C4 enables is with ServiceNow, which is rare among modern CCaaS solutions  

You’ll be hard pressed to find a contact center that plays nice with this many other platforms. 

True Customization Through Open APIs 

Need to embed a custom CRM, pull customer sentiment into a BI dashboard, or automate case creation from chat? C4’s open and extensible API framework makes it all possible—without requiring costly development sprints. 

It’s your data. It should work your way. 

Continuant’s Managed Services 

A Continuant solution is always more than just a piece of hardware or software. Instead of leaving you the product and the responsibility of managing it, we provide a whole suite of managed services to keep it running at peak efficiency. 

For Continuant, these managed services include 24/7 access to our support team, proactive monitoring, and sophisticated incident resolution that stops problems before they arise. Every C4 contract comes with regular system health checks and strategic reviews. 

C4 becomes more than just a CX platform. It’s a strong partnership with industry veterans who are masters of enterprise communications, the cloud, and customer service. 

Why Settle for Average? 

If your contact center is the heartbeat of your customer experience, you can't afford to settle for a solution that’s “good enough.” C4 combines everything you'd expect from a modern CCaaS platform—with the personal attention and flexibility you didn’t know you were missing. 

Organizations that deploy C4 get faster deployment time, a much lower upfront cost, and a host of features that make life better for customers and agents alike. If benefits like that are what you’re looking for, C4 is just right for you. 

Book a C4 demo today to see the platform in action.