About Us
The modern contact center is no longer just a customer service touchpoint — it is the strategic nerve center of the enterprise. At CCaaS.com, our mission is to provide technology and operations leaders with independent, unvarnished insights into the Contact Center as a Service ecosystem. We understand that migrating to or optimizing a cloud contact center involves navigating complex vendor landscapes, integrating disparate CRM systems, and managing profound operational change. Our perspective is forged from decades of hands-on experience designing, deploying, and optimizing contact centers for organizations ranging from mid-market businesses to global enterprises.
We cut through the marketing noise to deliver authoritative evaluations of platforms like Five9, Genesys, NICE CXone, and Zoom Contact Center, while offering actionable guidance on operational efficiency, contract negotiation, and compliance. This platform is built on the collective expertise of two industry veterans who have spent their careers at the intersection of customer experience strategy and enterprise technology.
Rich Pusateri
Rich Pusateri is a seasoned executive and technical leader with over three decades of experience driving business growth and technological advancement in the customer relationship management and contact center sectors. He currently serves as CEO of MediaVault Plus, where he leads the development of highly scalable, cloud-based interaction storage and retrieval solutions engineered specifically for contact center environments. In addition to his role at MediaVault Plus, Rich serves as Chief Innovation Officer and Group President at Condado Group, a consulting firm specializing in AI-powered CX solutions and CRM implementations for enterprise clients.
​
Rich's career is grounded in deep technical and operational expertise. He began as a systems engineer at Electronic Data Systems (EDS) and Hewlett Packard Enterprise before transitioning into management consulting as a Senior Manager at Deloitte. He later served as Vice President of Delivery at eLoyalty, a TeleTech Company, where he focused on customer experience technologies at scale. As an entrepreneur and executive, Rich has a proven track record in software product development, full-stack design, and building high-performance teams. He holds an MBA from Wayne State University and a Bachelor of Science in Business from Eastern Illinois University.
Nitin Pai
Nitin Pai is an accomplished operations and technology executive specializing in Customer Relationship Management and Contact Center as a Service delivery. He currently serves as Senior Vice President of CRM Delivery at Condado Group and Chief Revenue Officer at MediaVault Plus, where he helps mid-sized and enterprise clients turn customer experience into a lasting competitive advantage. With deep expertise in platforms such as Salesforce, Zendesk, and ServiceNow, Nitin bridges the gap between complex technical implementations and measurable business outcomes.
​
Before his current roles, Nitin spent a decade serving as Chief Executive Officer and Chief Operating Officer of Condado Group, driving the firm's growth as a trusted advisor in the CX space. His operational background includes VP of Operations roles at Ascend Learning and SmartReceipt, as well as Director of Operations and eBusiness at Sprint, where he developed a rigorous, data-driven approach to process improvement and service delivery. Nitin is a certified Salesforce Administrator and Sales Consultant. He holds an MBA from the University of Michigan, a Master of Regional and City Planning from the University of Oklahoma, and a Bachelor of Architecture from the JJ College of Architecture.