CCaaS Provider/Solution Review for Basic IVR & ACD - In this article, we will talk about the best CCaaS solution for a Basic IVR & ACD requirement.
What is a Basic IVR & ACD Routing
Basic IVR is a simple Call Flow/Call prompting flow having the following features
Welcome Message
After Office Hours/Holiday Treatment
Main Menu
Sub Menus ( 3-4 levels)
Voice Recordings ( .wav, .mp3)
Text to Speech
ACD routings with Queue & Skills priority
Voice Mail
Skill/Queue Hold Messages/Music on Hold
Expected wait playback/ Expected Queue Position
Call Back option
Above are basic features any CCaaS IVR Solution must provide. The CCaaS platforms should be able to provide the above functionality without much of the programming & coding needs. Any Business user or operations user should be able to quickly spin up the above IVR ( Interactive Voice Recorder) & ACD ( Automatic Call Distribution) functionality.
Let us evaluate leading CCaaS providers ( Top 4 CCaaS Solutions for a Basic IVR & ACD Routing)
#1: Genesys Cloud CX - Architect
Architect is an IVR scripting tool provided With Genesys Cloud CX CCaaS platform. Architect is a GUI-based drag & drop-type studio environment, & all the above-listed features can be built without any coding experience easily.
#2: NICE CXONE - InContact Studio
We have ranked NICE CXOne as No 2 as NICE CXOne studio program needs to be installed on the workstation, it has some dependencies on the local environment, Studio needs authentication by logging into the NICE CXOne Cloud, it is not 100% web-based, however in the studio environment, all the above Basic IVR & ACD functionalities can be completely built easily without any coding/programming experience through GUI Drag & Drop.
#3: Five9
Five9 VCC IVR tool is ranked No 3, VCC studio also needs to be installed on the workstation, it has Java-related dependencies on the local environment, VCC is not 100% web-based, however, in the studio environment, all the above Basic IVR & ACD functionalities can be completely built easily without any coding/programming experience through GUI Drag & Drop.
#4: Amazon Connect ( AWS)
Amazon Connect is AWS's flagship CCaaS Offering, it has Contact Flow as an integrated IVR development tool, and we have ranked it as No 4 as one needs to have an intermediate or expert-level programming experience ( Python or Node.js) to build Lambda API functioanlities. Some of the basic GUI drag & drop features are missing, for example, to configure Emergency/ holiday announcements, one needs to write Lambda functions..
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