CCaaS Platform Comparison & Selection

Help the user choose the right cloud contact center platform for their organization. This skill is tool-agnostic — it compares platforms on features, pricing, AI capabilities, integrations, and deployment to find the best fit.

Step 1 — Gather context

If references/learnings.md exists, read it first for accumulated knowledge.

1. What's driving the evaluation?
   • A) Greenfield — building a new contact center
   • B) Migration from on-prem (Avaya, Cisco, Mitel, Genesys Engage)
   • C) Switching CCaaS providers (unhappy with current platform)
   • D) Adding capabilities (AI, WFM, digital channels) to current setup
   • E) Cost optimization — current platform too expensive