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Your company’s contact center makes a first and lasting impression of your company. Your customer’s experience tells them much about the kind of experience they can expect if they choose to do business with you. When you use contact center as a service (CCaaS) software, you’re giving your call center representatives tools and resources that will enhance your customers’ experience, making your call center employees’ jobs more rewarding, and improving your bottom line.
CCaaS is an acronym for contact center as a service. These are cloud-based software solutions used by inbound and outbound teams to provide an overall better customer experience — while hosting your environment in the cloud rather than on servers at your place of business. The main purpose of CCaaS is to route contacts and keep track of interactions using an organized software.
A contact center is a hive of activity. A busy call center manages hundreds, or even thousands, of calls during the course of a day. CCaaS is a cloud-based customer experience software solution that gives contact centers the software tools call agents need to function efficiently. With CCaaS, you won’t have to deal with complex hardware or challenging setups because it works with VoIP technology (voice over internet protocol).
Contact center as a service can consist of on-premise software, but it’s becoming more common for call centers to use cloud-based phone systems and software. In the latter case, cloud-based software vendors deliver out-of-the-box software solutions so call centers can customize their workflows according to their needs. CCaaS reduces your call center’s need for development and cuts costs at the same time. The initial investment costs for CCaaS are lower than using traditional phone lines for call centers. Another big attraction for call centers is the ongoing costs which are subscription-based.
Call centers function best when call agents have a variety of phone system features to use like call routing, call queue, call recording, hold music, interactive voice response, etc. Software solutions, along with a cloud-based phone system, expand the functionality of call centers.
CCaaS brings many benefits of its own.
CCaaS puts all the software solutions you’ve been dreaming about right at your call agents’ fingertips. Imagine being able to give your call center these capabilities in addition to your regular phone system features:
Call agents can use cloud-based software in your on-premise location or as part of a remote team or distributed team. They only need access to the internet and credentials to log in. CCaaS simplifies managing your call center. Everything is bundled into a single solution.
For a free consultation regarding CallTower's CCaaS solution, CT Cloud Contact Center, please click below:
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