Whether you operate one contact center locally or a dozen globally, a contact center as a service (CCaaS) solution makes it easy to align technology with the customer journey.
The Fundamentals of CCaaS
As with any -as-a-service platform, CCaaS provides a comprehensive, cloud-centric approach to addressing your business’s technology needs. Unlike other -aaS offerings, however, CCaaS focuses on delivering a cloud software and infrastructure model geared toward streamlining operations at your contact center. By migrating contact center software to the cloud, it’s easier to integrate other cloud services, implement intelligent routing across communication channels, and provide a better customer experience.
When you partner with a CCaaS provider, that partner takes care of the core technology you need to operate a contact center for one fixed monthly fee that includes:
- A virtual cloud-based phone system
- An integrated contact center software solution
- Skills-based call routing to minimize hold times
- Advanced analytics software and reporting tools
- Mobile capabilities with a cloud-hosted interface
The right CCaaS solution is designed to simultaneously improve day-to-day efficiency at your contact center while empowering your team to identify opportunities to better align engagement strategies with what your customers are looking for.
The Benefits of a CCaaS Solution
CCaaS opens up a number of benefits for your business, such as:
A More Mobile Contact Center
For many organizations, the COVID-19 pandemic has drastically slowed operations at on-premise call centers. With no infrastructure in place to transition to a mobile-based model, even global enterprises have scrambled to implement a mobile contact center platform. Fortunately, CCaaS makes that easy. Since all the software needed to run your contact center already lives in the cloud, agents can log into the system from any computer with an internet connection, allowing them to work from anywhere.
Improved Customer Interactions
Today’s customers want to be able to communicate with companies on their terms. That means some customers won’t be satisfied with the conventional phone experience. CCaaS simplifies omnichannel communication on one platform by integrating:
- Customer phone calls
- Social media
- Live web chat
With CCaaS, you open up a variety of platforms through which your customer can reach you, significantly reducing wait times while leading to more seamless customer satisfaction.
Improved Agent Interactions
Your customers aren’t the only ones who will experience the advantages a CCaaS platform has to offer—your agents will, too. Along with delivering a mobile work platform that allows them to work anytime and anywhere, CCaaS platforms can be optimized for your agents’ workflows. Instead of having to open multiple applications over the course of a call, CCaaS software provides one central platform that consolidates all the data information an agent may need into one interface. That feature both shortens call times and increases accessibility across your network.
Cost Savings and Scalability
As with most cloud migrations, one of the most significant incentives is cost savings, and CCaaS is no exception. By implementing a CCaaS solution, you can:
- Minimize capital expenses
- Reduce power consumption
- Optimize agent scheduling
- Reduce IT staff and downtime
All of these benefits protect your bottom line and mean a CCaaS platform often helps pay for itself over time. Along with cost savings, CCaaS also simplifies scaling network resources as your business evolves. You can add or remove agents without having to scale a physical on-premise network. Plus, a cloud-based phone system means you don’t have to invest in physical phone systems as your operations expand.
Intelligent Reporting and Data Analytics
One of the critical features of a CCaaS solution is that it allows you to automate repetitive tasks while integrating intelligent data analytics into your network strategies. Real-time analytics provide agents and managers with actionable insights during a call while delivering a macro-level view of your contact center by tracking:
- Call volume and patterns
- Call quality and customer satisfaction
- Call script accuracy
Those are just a few of the areas CCaaS can simplify to help you make intelligent business decisions. The right CCaaS provider can help you explore all possibilities.
What Businesses Benefit From CCaaS?
Virtually any business that operates a call or contact center can benefit from CCaaS. Businesses that currently support an on-premise call center network have the most to gain, but even organizations that have already migrated their operations to the cloud can benefit from unifying their platform with CCaaS.
Symplify Contact Center Operations With CCaaS
If you’re ready to streamline operations at your contact center while taking customer engagement to the next level, contact iSymplify today. We provide complimentary project consultations to help you understand your options, identify cost-saving opportunities, and select the right CCaaS solution for your goals.
