Contact center with collaboration
119Verified suppliers
Built for
The challenge
Your organization faces increasing pressure to deliver exceptional customer experiences while managing agent burnout and operational inefficiencies. Traditional contact center models isolate agents, leading to delayed resolutions and frustrated customers. Maintaining separate systems for internal and external communications creates silos, hindering access to critical expertise. The inability to quickly bring in subject matter experts results in longer handle times, reduced first contact resolution rates, and ultimately, a competitive disadvantage.
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79%
of consumers will switch brands after a single poor experience
45%
call-handling time reduction when UCaaS and CCaaS are integrated
$3T
in global sales are at risk due to poor customer experiences
The solution
Contact center with collaboration addresses your unique challenges through modern solutions and key capabilities.
Intelligent swarming
Add subject matter experts to live interactions without transferring the customer, improving first contact resolution and reducing customer effort.
Unified presence
Gain real-time visibility into the availability of all employees, ensuring agents can connect customers with available experts.
Context persistence
Ensure that the full interaction history and customer data are shared when an interaction is transferred, preventing customers from repeating information.
Omnichannel routing
Route interactions from voice, email, chat, SMS, and social media through a single engine, providing consistent service across all touchpoints.
AI-driven agent assist
Provide real-time transcription and next-best-action prompts, reducing agent cognitive load and accelerating onboarding.
Integrated WFM/WEM
Manage scheduling, forecasting, and quality assurance within the same platform, optimizing agent availability for collaborative work.
See how contact center with collaboration suppliers stack up
Our Palomarr Insights chart shows the full landscape of contact center with collaboration solutions.
- See how companies stack up against each other
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- Compare 119 suppliers
How to evaluate contact center with collaboration
1
Integration ecosystem
Evaluate the depth of integration with platforms like Microsoft Teams and Salesforce, ensuring seamless data exchange and workflow automation.
2
Reliability and architecture
Look for uptime SLAs of 99.999% and verify the vendor has global voice nodes to minimize latency for international operations.
3
Total cost of ownership
Understand the bundling economics and AI consumption risks, considering both per-seat pricing and usage-based AI models.
4
Security and compliance
Ensure the system automatically redacts sensitive information and has granular permission controls for guest participants to comply with regulations like GDPR and HIPAA.
Questions to ask suppliers
Use these questions during supplier evaluations to ensure you're choosing the right partner for your needs.
Contact center with collaboration RFP guide- Demonstrate how an agent can find, check the status of, and invite a non-licensed subject matter expert into a live interaction.
- How does your platform maintain data persistence across different communication channels, such as escalating a web chat to a voice call?
- Detail the specific costs associated with AI features like transcription and summarization. Is there a usage cap?
- Provide a transparency report detailing uptime and root cause analyses for any outages in the past 12 months.