Contact Center as a Service

Contact Center as a Service

Contact Center as a Service (CCaaS) is a cloud-based solution that enables organizations to customize their customer experience by leveraging software. Businesses are enjoying huge savings related to internal IT costs all with improved flexibility – CCaaS is a win-win solution for both businesses and customers.

Better Customer Experience with your Call Center

Imagine if you could lower your call center costs while simultaneously improving the customer experience? Cloud based contact centers help companies do exactly that. CCaaS solutions are often omnichannel, meaning they enable customers to interact with companies in multiple ways. As communications continue to evolve this includes phone, texting, social media, live chat and more. CCaaS solutions aggregate this data into meaningful insights that allow companies to tailor their ops to give customers an industry leading experience.

Better Customer Agents

CCaaS platforms not only improve the customer experience but also make agents more effective. Strategic integrations to platforms like HubSpot and Salesforce (and more) enable CCaaS solutions to pull critical data quickly to save agents the time of transitioning back and forth between platforms. The speed of information gives agents the tools they need to provide answers, options and solutions to customers who have reached the call center.

Cost Savings without Losing Scale

CCaaS provides organizations with tremendous costs savings without limiting their ability to scale up and down quickly. In the past, to scale call center operations companies would need to invest in space, servers and additional costs related to capacity that may be needed in the future. Cloud-based solutions enable companies to scale their operations quickly without investing or incurring costs before they are ready to be used. Organizations of all shapes and value flexibility and costs savings especially if it does not hinder their ability to scale up or down in the future.

UCaaS and CCaaS: Complimentary for Customers

Unified Communications as a Service are cloud-based solutions for internal communication within a company while CCaaS covers the external communication between agents and customers. As technology progresses combining the two and integrating them into one system will create a truly customer centric communications process. Combining UCaaS and CCaaS will give agents the ability to access information and quickly relay it to customers to provide the best experience.

Author: Nina Mdivani