1 featured image 1
Contact Center

Contact Center as a Service (CCaaS): Creating a Better Contact Center

November 20, 2020

Posts by Topic

pexels-field-engineer-442150Cloud-based technology continues to bring major changes to businesses and organizations, and contact centers are not exempt from the changes. Today, Contact Center as a Service (CCaaS) is causing a disturbance in call centers and overriding old technology. Why is CCaaS being used to replace old technology? Managers continue to look for improvements in their call centers, and Contact Center as a Service can be used to improve a variety of aspects. 

Contact Center as a Service (CCaaS) can be used to help your business or organizations stay ahead in your industry's competitive race by doing the following:

  • Reducing short-term and long-term costs
  • Increasing your trustworthiness
  • Improving your speed
  • Improving your flexibility 

How Can CCaaS Help Your Business?

Contact Center as a Service will provide your business with a range of effective and efficient features that will help your customer support team engage with customers. Customers should be the main priority of your contact center, and it is essential to provide the greatest experience to your customers. CCaaS can be used to help reduce wait times and ensure that customers are routed to the proper department. 

This can also mean making sure equipment is updated to keep up with the changes in technology. When your equipment matches the technological evolutions, you will be able to communicate with customers in an efficient and effective manner. When you adopt a CCaaS solution, you will be able to connect with your customers across their preferred channels. Your CCaaS solution will also allow you to leave your old call center behind.

Running a Call Center

We understand that operating a call center is not the easiest thing to do. You are constantly being faced with inbound calls that do not seem to stop and network and other technical troubles. Fortunately, you can make the job of running a call center a bit easier by using a Contact Center as a Service solution.

When you create a seamless experience for your customers through every channel or device, you will be able to service customers via the following channels:

  • Social media
  • Phone
  • Chat

There are key differences between your current contact center and a Contact Center as a Service solution, including the following:

  • The solutions and hardware that you use for your on-premise contact center will be stored in one location
  • Contact Center as a Service is a cloud-based solution

CCaaS Features

Your CCaaS solution will provide your business with a variety of features that will fully support your contact center and your operations. With the proper reporting and analytics tools, your contact center support team will be able to do the following:

  • Stay current on the number of calls that are being received, including the calls that were not answered
  • Create transcripts for the calls that can be used for quality control
  • Create a strategy for the caller queue

Cloud solutions are proving to be an optimal way to meet the needs of your business. In such a competitive industry, it will be up to your business to choose a solution that can fulfill your needs. CCaaS as in ideal solution for many contact centers due to its ability to offer flexibility and scalability as technological and operational needs change. 

Are you ready to discover how your business can have an efficient solution that will lead to satisfied customers? You can deliver outstanding customer experiences every time when you use a CCaaS model that will fulfill your business objectives. If you would like to know how a CCaaS solution can extend the life of your contact center and its capabilities, please reach out for a consultation by clicking the logo below:

New call-to-action