What is CCaaS?
Contact Center as a Service (CCaaS) replaces traditional brick-and-mortar call centers by allowing companies to utilize their cloud-based provider’s software. With CCaaS, users can interact with customer service in more convenient ways, and it also enables your agents to work from any location. In addition to helping provide your customers with quality service, CCaaS also offers advanced technological capabilities in SMS support, instant messaging, video, social media, and more. Plus, CCaaS includes built-in redundancy, flexibility, and scalability too.
The Benefits of CCaaS
Customers Have a Better Experience
CCaaS is designed to meet and exceed your customers’ service expectations, and it can also change as communications methods evolve. CCaaS integrates social media, chat, mobile, and email into a unified platform, and helps keep all of your information in one place. Also, with CCaaS, you can analyze your customers’ wait times and determine your high call-volume periods so you can adjust your resources accordingly.
Your Agents Are More Effective
When you have CCaaS, your agents are more effective and better informed since they have access to all of your customers’ relevant information on one screen. When your agents can quickly access the data they need (and don’t have to sift through multiple sources to find solutions), it not only helps them provide better service, but it also assists in alleviating your customers’ frustrations. Having CCaaS also gives you the ability to match your agents to specific customers based on their skillsets. Plus, your agents can use pertinent customer information for cross-selling and up-selling opportunities.
You Can Save Money
When you move to a cloud-based CCaaS, you don’t have to pay for any upfront investments, upgrades, or maintenance – your service provider takes care of all those things for you! There are also additional, less obvious ways that CCaaS can save you money too. For example, when you have CCaaS, you will get supervisory tools and reporting capabilities designed for agent monitoring. Therefore, your productivity and efficiencies should increase, and you will be able to handle more calls effectively.
Maintain High Levels of Reliability and Scalability
CCaaS solutions are very reliable and secure. You can count on the highest levels of availability because your information is stored in safe and redundant data centers. Having CCaaS also allows your company to scale to meet customer and business demands in an instant. You can subtract or add agents as your needs change, and with CCaaS, you will only pay for what you use.
CCaas Providers
Some of the major CCaas Providers to compare include:
- 8 x 8
- Five 9
- Genesys
- NICE inContact
- Serenova
- Talk Desk
- Talkdesk
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