CCaas
CCaas
Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilize a contact center provider’s software. A CCaaS model allows businesses to purchase only the technology they need, which reduces the need for internal IT support. Because you’re investing in a cloud software solution, the initial investment costs are often lower than they are with traditional contact centers. As you might suspect, moving to cloud-based CCaaS solutions provides the substantial cost savings that most “as a service” cloud migrations offer, allowing a business to benefit from:
· Lower upfront investment
· Fewer operating costs
· Minimal cost of ownership
· Reduced IT staffing
· Decreased workforce management
· Streamlined billing
· Reduced downtime
· Ability to support remote agents
· Business continuity in the event of a disaster
· Scalability up or down on-demand
· Monthly updates in the cloud
· Assured security and compliance
The new wave of CCaaS technology in contact centers gives you the freedom to:
- Effectively manage remote teams with collaboration tools such as team messaging and video
- Interact with customers through their preferred channel–on the phone or through chat, SMS, social, in-app messaging, to deliver a unified customer experience
- Use real-time and historical dashboard monitoring for analyzing call history, activities, interaction volume, and patterns for quick root cause analysis
- Take advantage of artificial intelligence with open APIs that integrate with leading AI engines, natural language platforms, and machine learning technology
- Boost workforce optimization via tighter scheduling, quality management and speech analytics
- Take advantage of ready-to-use contact center integrations, with open APIs with CRM applications