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What is Contact Center As A Service (CCaaS)?

Published on May 25, 2020 at 1:41 pm in Blog

Transform your contact center and the customer experience with your business with a contact center as a service solution!

CCaaS (Contact Center as a Service) is a contact center service that is hosted or built on the cloud. CCaaS providers are responsible for maintaining the software, freeing the contact center to focus on providing the best customer experiences instead of the technology.

CCaaS enables companies with a state-of-the-art technology without making a huge investment in the contact center infrastructure. That is, they only pay for the software they need during the time they use it.

Take advantage of contact center technology, such as CTI (Computer Telephony Integration), IVR (Automatic Voice Response), ACD (Automatic Call Distributor), social media, instant messaging and others on the cloud. The software provider is responsible for maintaining and upgrading it, leaving contact center managers to focus on improving the business.

CCaaS offers a big value in terms of cost, convenience, simplicity, efficiency, and customer experience.

 

What are the benefits of Contact Center As A Service?

Whether setting up a brand new contact center or changing the existing contact center technology, CCaaS is the option with the most benefits.

 

CCaaS provides operation flexibility, reliability, and scalability

One of the most important benefits of Contact Center As A Service is allowing companies to instantly scale the contact center technology to meet business and customer demands, including adding or reducing the number of agents. Forget about paying for unused licenses, buy expensive storage or servers and pay only for what is used. Additionally, no more worries about software implementation, product upgrades, or troubleshooting the contact center technology, the software provider will do that. Moreover, placing the contact center infrastructure in data centers ensures reliability, availability and disaster recovery, guaranteeing that the contact center is always up and running.

 

CCaaS improves customer experience

Customers reach out to companies they do business with when they want, using the channel of their preference and expect nothing less than an accurate, consistent service regardless of the steps that the interaction has gone through. Juggling between emails, phone calls, instant messaging, and other channels is a very hard task. CCaaS technology supports features such as multichannel, intelligent routing, customer history, and others that improve the quality of the interaction and successfully engage with customers.

 

CCaaS reduces the costs with contact center technology

Contact center as a service starts lowering costs right at the beginning of the project’s implementation. There´s no need for upfront infrastructure investments, services are delivered on a cloud model, no IT requirements, no downtime, no payments for maintenance and upgrades, and so on. Pay per use enables all businesses, regardless of size, to choose the more convenient price package, and upgrade or downgrade as necessary.

 

CCaaS ensures data privacy and security

Contact center as a service enhances data storage security. Meet the highest level of compliance, such as PCI-DDS, GDPR, HIPPA, and many others. CCaaS is a secure, reliable, and stable platform for contact center software and services. In addition to this, close monitoring to search for threats and regular audits are also though of and performed to ensure total security.

Customers are taking customer relationships to a completely new level, be it in terms of requests, but also connecting faster, using several media channels, and demanding a seamless experience. However, contact centers sometimes cannot deliver because they’re tied up to legacy systems, dependent on IT, and others.

CCaaS (Contact Center as a Service) allows the contact center to break free from these ties by delegating contact center software management to the provider.

Are you ready to give it a try?

Celia Cerdeira

Celia Cerdeira

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