How are you leveraging AI in your Contact Center?

Understand how certain AI tools can be deployed on top
of your existing solution, and stay ahead of the competition.


Resourcive has advised on and helped source CCaaS solutions for some of the leading, cutting-edge technology forward companies.


The cloud-based contact center solutions and 'as-a-service' model are have proven to be a valuable new technology with real benefits to companies looking to provide a better customer experience.


Now, new AI tools and solutions are the next evolution in the Contact Center and should be part of every organization's playbook in providing the best customer experience possible.

strategic it sourcing green


Subject matter experts in the sourcing of technology, Resourcive provides it's clients with the confidence that they are buying in a way that aligns with their business goals and delivers value to company.



Whether it is spend reduction, technology transformation, growth enablement or another high priority of the business, Resourcive is a trusted partner in the mid-market and enterprise to deliver on value creation initiatives via Strategic IT Sourcing.



Resourcive partners with the leading Private Equity firms to help drive value creation during the hold cycle. As the exclusive Strategic IT Sourcing partner for many of the top PE firms, Resourcive understands and meets the demands of both the PE sponsors and the portfolio company leadership teams.



Resourcive is ranked by Special Operations veterans and IT veterans that provide a level of professionalism and commitment to our clients that consistently yields high ROI and excellent customer experience.


Our technical expertise covers a wide range of technologies. Leverage Resourcive when you have any of the following workstreams on your roadmap.



Whether you're looking for colocation, private/public colud, disaster recovery, backup, laaS, VDI or desktop as a service, Resourcive can help.



Improve network performance and reduce spending with Resourcive's market leading network consulting services.



Transition to cloud-based voice solutions that empower collaboration, analytics, performance and satisfaction.



Meet your customers where they are, when they're there, and the way they prefer with CCaaS technology.



Understand your current security posture, build business cases for investment into cyber, and leverage top-tier SOCs with industry leading MDR services.



Optimize your mobility spend, offload management of devices, leverage high-bandwidth 5G and 4G LTE connectivity to run your business.


See what sets us apart from the rest


Our decade-plus Private Equity experience gives us the ability to move at the speed of PE and deliver results. Every single time.


Get more out of your sourcing projects than ever before. No one does strategic IT sourcing like Resourcive, so we've trademarked it and have patents pending.


Ranked with former Special Operations Forces US Military veterans, alongside seasoned IT Operators, Resourcive excels in complex and chaotic environments providing strategic and tactical support to your team.


serta simmons ssb white
GC white final
zelis white


Resourcive has delivered for me. They’ve delivered for me in terms of cost savings, in terms of efficiency gains, consolidation of telephony providers to make our world easier to manage, all the while being in lock step with the market.


I know when I talk to Resourcive that I am receiving up to the moment information – and that's very meaningful. And with the relationships and the experience that Resourcive resources have in the marketplace, it comes to bear each and every time. It has been a fantastic relationship for our businesses.


Dom DiMascia - CIO of Unified Door & Hardware Group



The Resourcive team delivered beyond expectation for [client]. They helped to consolidate and replace outdated technology with an aggressive eye toward schedules. In addition to their tenacious management of external vendors, they were able to offer alternatives to legacy tools. Timing was impeccable as the implementation engaged with the onset of the COVID lockdowns. [Client] was prepared for the remote workforce and transitioned smoothly.


Vice President of IT - $400m Manufacturing Company



The relationship with Resourcive has been very productive and positive thus far. They have helped us identify several areas in our telecom procurement process that will allows us to streamline and organize the process. They have also organized our telecom spend in a simple to read and manageable format and are helping to reduce our overall spend on new and existing locations. Lastly, they have also introduced us to a new solution to improve and support our SD-WAN and firewall solution.


Vice President of IT - $500m Healthcare company



Managing our RFP process and finding the right CCaaS vendor was so easy with Resourcive. They listened to our needs, were very thorough, worked quickly and found us the perfect vendor at a great rate. The entire team was amazing to work with and was instrumental in enhancing more efficient collaboration and communication between our IT and Operations teams; I will definitely be working with them again in the future!


Senior Vice President, Operations - HealthTech company



Resourcive came to us by way of our sister company. We entered into conversations, frankly, with only modest expectations. After describing our voice and data infrastructure and sharing some estimated cost data, we heard they could help us with both costs and network modernization. It was apparent from the start they were highly organized, and possessed considerable expertise both technically and strategically. Six months later we’re now realizing the benefits of their efforts…, and they are significant. Great partner and very effective people to work with. Strongly recommended.


Vice President of Business Information Systems - $500m Manufacturing Company



Don't take our word for it. Listen, read, or watch our customers speak to the power of our work.

AI in the Contact Center

The Benefits of AI-Powered CCaaS: Reducing Costs and Enhancing the Customer Experience


In today's fast-paced business landscape, contact centers play a critical role in providing exceptional customer support. To optimize operations and deliver a superior customer experience, an increasing number of contact centers are turning to AI-powered Contact Center as a Service (CCaaS) solutions. This article explores the numerous benefits that AI-powered CCaaS brings to contact centers, with a specific focus on cost reduction and enhancing the customer experience.



Understanding AI-Powered CCaaS


AI-Powered Contact Center as a Service (CCaaS) refers to the use of artificial intelligence and machine learning algorithms to enhance contact center operations. Through the integration of AI, CCaaS platforms are able to automate various tasks and processes, resulting in improved efficiency and customer support.


AI algorithms and machine learning play a key role in the functionality of AI-powered CCaaS. These technologies analyze data from various sources, including customer interactions, to extract meaningful insights and patterns. By doing so, AI-powered CCaaS systems are able to provide personalized recommendations, optimize routing and queuing, and even predict customer needs in real-time.


Examples of applications for AI-powered CCaaS in customer support are abundant. Virtual assistants and chatbots powered by AI can provide personalized interactions with customers, assisting with inquiries and resolving issues. Sentiment analysis using voice and text analytics can gauge customer satisfaction and provide insights for improvement. Additionally, AI-enabled self-service options can seamlessly support customers across multiple channels, providing a consistent experience.



Cost Reduction with AI-Powered CCaaS


One of the significant benefits of AI-powered CCaaS is the reduction in staffing costs. Automation and self-service options allow customers to resolve common issues independently, reducing the need for a large support staff. Customers are able to easily access the information they need and resolve their concerns without the need for human intervention. Additionally, AI-powered routing and queuing systems optimize the distribution of calls and tasks, resulting in faster resolution times and improved operational efficiency.


Another cost-saving aspect of AI-powered CCaaS is the minimization of infrastructure costs. By utilizing cloud-based AI Contact Center solutions, companies can avoid the need for expensive on-premises hardware and software. Cloud-based solutions offer scalability and flexibility, allowing contact centers to easily adapt and grow without the need for significant investments in infrastructure.



Improving the Customer Experience with AI-Powered CCaaS


AI-Powered CCaaS significantly enhances the customer experience through various means. Virtual assistants and chatbots powered by AI provide personalized customer interactions, offering quick and accurate assistance. These AI-powered agents can understand natural language and respond in a conversational manner, making interactions with customers feel more human-like.


Real-time voice and text analytics are another valuable feature of AI-Powered CCaaS. Through sentiment analysis, contact centers can gauge customer emotions and satisfaction levels, allowing them to proactively address concerns and improve the overall experience. Voice and text analytics also provide insights into customer preferences and behaviors, enabling contact centers to personalize their interactions and deliver a more tailored experience.


In addition, AI-enabled self-service options offer seamless omnichannel support. Customers can easily switch between different channels, such as phone, chat, or social media, while receiving consistent and accurate support. This flexibility empowers customers to interact with the contact center in a way that suits their preferences, ultimately leading to greater customer satisfaction.



Future Outlook and Potential Challenges


The future of AI-powered CCaaS holds significant potential for contact centers. Emerging trends include the further development of natural language processing, predictive analytics, and integration with other emerging technologies such as augmented reality and virtual reality. These advancements will enable contact centers to provide even more personalized and efficient support to their customers.


However, there are also potential challenges and considerations when implementing AI-powered CCaaS. Data privacy and security are of utmost importance, as contact centers need to ensure the protection of sensitive customer information. Ethical considerations regarding the use of AI in customer interactions must also be taken into account, such as transparency and accountability in AI decision-making.


To effectively leverage AI-Powered CCaaS, contact centers should take actionable steps such as conducting thorough assessments of their specific needs, partnering with reputable technology providers, and continuously monitoring and analyzing performance metrics. A well-thought-out implementation strategy, along with ongoing training and support for employees, will ensure a successful integration of AI-Powered CCaaS into contact center operations.



Contact Center Technology


Cloud-based contact center technology, also known as CCaaS (Contact Center as a Service), is an innovative solution that revolutionizes the way organizations handle customer interactions. It provides a wide range of capabilities, including automated quality assurance, call routing, and workforce management, all delivered through the cloud. In the highly competitive market, several key players in the industry have emerged, each offering unique features and functionalities. Prominent names such as Genesys, Nice inContact, Five9, Talkdesk, and Dialpad are at the forefront of contact center technology, driving the advancement of customer service. Recent trends in the marketplace indicate a shift towards remote call center agents, with a focus on motivating and engaging them to achieve their goals. This approach promotes flexibility and cost-effectiveness, allowing businesses to tap into a wider pool of talent. Compared to legacy contact center technology, which often requires complex infrastructure and maintenance, CCaaS provides scalability, agility, and enhanced customer experience. As contact center trends continue to evolve in 2023, organizations can benefit greatly from adopting cloud-based solutions to meet the ever-changing demands of their customers. (Word count: 200)



What is CCaaS?


CCaaS, or Contact Center as a Service, is a cloud-based service that provides a complete suite of contact center functionality to businesses. It allows organizations to efficiently manage customer interactions across various channels, such as phone, email, chat, and social media. CCaaS solutions typically include features like call routing, queue management, interactive voice response (IVR), workforce management, real-time analytics, and more. By leveraging the power of the cloud, CCaaS enables businesses to enhance their customer service capabilities while reducing the need for on-premises infrastructure.



UCaaS vs. CCaaS: Understanding the Differences:


While both CCaaS and UCaaS fall under the umbrella of cloud-based communication solutions, it's important to recognize their distinctions. UCaaS, or Unified Communications as a Service, focuses on integrating all communication channels within an organization, enabling seamless collaboration and enhancing productivity. It typically includes features like instant messaging, video conferencing, presence management, voicemail, and more.


On the other hand, CCaaS places its emphasis on managing customer interactions and delivering exceptional customer service. It provides organizations with the tools and capabilities necessary to handle high call volumes and optimize customer engagements. Unlike UCaaS, CCaaS is tailored specifically for contact centers and customer service teams, enabling them to address customer queries, resolve issues efficiently, and improve overall customer satisfaction.


IT Benefits of Implementing CCaaS:


Implementing CCaaS in a business offers several IT benefits that can streamline operations and yield positive results. Here are some key advantages:


1) Cost-Effectiveness: CCaaS eliminates the need for expensive hardware installations and maintenance, allowing businesses to save on upfront expenses and reduce ongoing costs. By subscribing to a cloud-based contact center solution, organizations can pay for the services they need and scale up or down according to demand, resulting in improved cost efficiency.

2) Scalability and Flexibility: In a rapidly changing business environment, scalability and flexibility are crucial. CCaaS provides businesses with the agility to adapt to fluctuating call volumes and customer demands. Organizations can easily scale up or down their contact center operations without the constraints of physical infrastructure, enabling them to align resources with demand effectively.

3) Enhanced Security and Disaster Recovery: CCaaS solutions come with robust security measures, including data encryption, firewalls, and regular backups. These measures ensure the privacy and protection of sensitive customer information. Additionally, cloud-based systems offer reliable disaster recovery capabilities, allowing businesses to quickly recover from any unexpected disruptions and resume normal operations.

4) Advanced Analytics and Reporting: CCaaS platforms provide real-time analytics and reporting capabilities, offering valuable insights into contact center performance. Businesses can leverage this data to analyze customer interactions, identify trends, measure agent performance, and optimize processes to enhance customer service levels continually.


CCaaS and UCaaS are distinct cloud-based communication solutions that cater to different aspects of business communication. While UCaaS focuses on unified communication and collaboration, CCaaS specializes in managing customer interactions and driving exceptional customer service. By implementing CCaaS, businesses can enjoy several IT benefits, including cost-effectiveness, scalability, enhanced security, and advanced analytics. Embracing CCaaS empowers organizations to deliver outstanding customer experiences and stay ahead in today's competitive landscape.





AI-powered CCaaS offers significant advantages for contact centers, ranging from cost reduction to enhancing the customer experience. By leveraging AI algorithms, machine learning, and automation, contact centers can streamline operations, improve efficiency, and deliver personalized, seamless support across multiple channels. As the technology continues to advance, contact centers must embrace AI-powered CCaaS to stay competitive and meet the evolving expectations of their customers.



Related Articles:

IT Procurement Services
IT Procurement Consulting
Vendor Selection Process in Procurement