CCaaS (Contact Center as a Service)
CONTACT CENTER AS A SERVICE
Cloud-based contact center solutions allow businesses to deliver outstanding customer experiences via any medium.
Customers typically approach organizations from a multitude of channels – while voice calls remain the most popular, companies should also keep all the other channels – email, social media, text, etc – open and manned to provide a truly comprehensive and differentiated customer service.
With CCaaS, you can purchase and integrate the latest contact center technology with your existing systems (or set up a new contact center from scratch). CCaaS offers a complete cloud-based solution that includes services like automatic call distribution, dialer, logger, multimedia or omni channel capability, all of which can be ramped up or down on demand.
WHY BUY A CLOUD SYSTEM OVER AN ON-PREMISE PHONE SYSTEM?
Better Customer Experience — CCaaS technology allows organizations to better serve their customers—multi-channel coverage allows for a more engaged customer outreach, intelligent caller profiling, and real-time supervision call monitoring can improve the quality of interactions.
Costs — CCaaS does away with the need to invest in routers, servers and similar infrastructure; the easy pay-per-use model makes it attractive as well because it allows companies to pick and choose the pricing that works for their budget and requirements.
Analytics — Organizations can access detailed reports and real-time monitoring of every aspect of the contact center. These insights are critical for understanding the gaps in service and productivity, which can be a foundation for enacting key changes.
Flexibility — The as-a-service model allows for dynamic scalability, enabling almost instantaneous ramping up or down of resources to match evolving business needs.
WHY YOU NEED CCAAS
Companies with customer service, employee service, help desk or tech support centers or those relying on telemarketing functions require the latest in contact center technology in order to keep pace with the competition.
- Customers currently experience busy signals or dropped calls when calling into the company.
- Current contact center employees are geographically dispersed throughout different offices.
- Customer support, service or help desk employees are in different countries.
- Real-time data on the incoming caller is limited.
- Adding new seats causes significant stress, internal IT resources and affects line capacity.
- Reporting capabilities on internal, employee performance and call recordings or call tracking is lacking.
- Routing and voice queues are not the same across email, web chat, SMS, social media and video.
- Experiencing difficulties with CRM integration.
- Current business does support virtual operations, remote agents or instant connections to off-site experts.
- Business requires native natural language understanding for predictive text and action prompts.