Contact Center as a Service (CCaaS) – what is it?

An online contact centre, or contact centre as a service (CCaaS), can replace an on-site contact centre. With a focus on scalable customer experience, it unifies customer contact touchpoints like phone calls, emails, text messages, live chat, and support requests into one platform.

The system is maintained and hosted in off-site data centres by the Contact Center as a Service solution provider, not by the end user. Users of Contact Center as a Service technology have access to a flexible solution by doing away with the costs of high-end hardware and in-house IT employees. Businesses create and maintain their contact centres using the infrastructure provided by a CCaaS vendor rather than investing in hardware. By enabling businesses to buy exactly the technology they actually require, this model lowers costs and lessens the dependency on internal IT assistance.

Companies can either purchase contact centre infrastructure through the Contact Center as a Service model and have a CCaaS vendor maintain it or rent the vendor’s infrastructure on a pay-per-use basis. Other businesses opt for a hybrid system, where some infrastructure is owned and part is rented.

Because it is adaptable and can easily expand with your business, CCaaS is ideal for many contact centres. Because you only pay for the technology you really use, there is little risk or up-front cost. Additionally, it gives you more options to aid in enhancing client service.

Benefits of CCaaS

  1. Increased agent productivity
  2. Improved customer satisfaction
  3. Reduced costs
  4. Increased flexibility, agility, and scalability
  5. Enhanced security
  6. Improved disaster recovery
  7. Greater insight
  8. Better collaboration
  9. Increased customer reach and retention
  10. Increased brand awareness and enhanced competitive advantage

What Makes a Good CCaaS Platform?

  • A single-resource approach
  • Intelligent call routing
  • Reporting and analytics
  • Integration with existing systems
  • Flexible pricing
  • AI-powered conversations

Selecting the Best CCaaS Provider for Your Business

Today’s market is flooded by CCaaS providers, all of them provide different features and advantages. Here are a few of the most well-known:
  • 8×8
  • Genesys
  • Nice CX One
  • Five9
  • RingCentral
  • Vonage
  • Content Guru
  • Cisco BroadSoft
  • Talkdesk
  • Avaya OneCloud

For the latest tech news and reviews, follow Rohit Auddy on Twitter, Facebook, and Google News.

For the latest tech news and reviews, follow Rohit Auddy on Twitter, Facebook, and Google News.

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