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