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Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another dashboard.

Before you build your own or sign a contract, listen to this. It’ll change how you see QA, coaching, and the real future of AI in your contact center.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

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In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings.

We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025.

Using a groundbreaking approach that combines ChatGPT's analytical capabilities with Deep Research, we've evaluated each platform across 18 critical criteria.

Whether you're considering a CCaaS migration, evaluating your current vendor, or just keeping tabs on the industry, this vendor-neutral assessment provides the clarity you need to make informed decisions.

From AI capabilities to cost transparency, integration ecosystems to operational excellence try to cover it all.

Don't miss this essential guide to the current CCaaS landscape, where technology meets practical real-world application through the eyes of AI.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

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In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy.

In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff.

From AI expectations and data transparency to platform flexibility and agent experience, this is your blueprint for setting the bar higher and finding a partner who can actually meet it.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel