Contact Center as a Service (CCaaS)
Quality Customer Experience
Providing a quality customer experience is critically important to customer satisfaction, which directly impacts client loyalty and customer retention.
Consumers want an immediate response when contacting a customer support team and they expect to interact with those vendors on their terms.
CCaaS is a software-based, customer experience platform that provides call-center agents with the ability to communicate with clients efficiently. Organizations realize that prompt and effective communication with all the data touchpoints, such as voice, SMS, email, IM-chat, and social media improves operational efficiency.
Organizations are no longer required to design, manage, and maintain their own contact-center. By reducing the reliance upon internal or 3rd party IT-support resources, organizations can improve client-support effectiveness and streamline expenditures. Whether operating in remote, hybrid or on-site environments, CCaaS allows businesses the ability to purchase only the technology that is needed, improving customer experiences to maximize business outcomes and create a competitive advantage.
Flexibility and Scalability
Security
Business Agility
Disaster Recovery
Integrated Applications
Advanced Reporting and Analytics
Flexibility and Scalability
CCaaS provides for effective reaction to market, seasonal or objectives changes. Functionality can be engaged or disengaged as dictated by an organization’s requirements. Agents can be added instantly without the need for additional licenses or contract modifications.
Security
Hosted in a secure data center environment, CCaaS solutions have advanced networks with built in redundancy, security and technology. In most instances, a CCaaS design is far more resilient and cost-effective than that of customer/premise-based contact center infrastructure.
Business Agility
No longer are organizations restricted to physical locations and the associated labor market. Organizations are putting more emphasis on talent and less on location. The ability to “Beta” features and functionality within the environment without significant CapEx or dependency on internal IT resources provides significant advantages.
Disaster Recovery
Whether natural disaster, human error, or something else, CCaaS mitigates productivity disruptions.
Integrated Applications
CCaaS solutions typically provide direct integration with databases, CRMs, RESTful API, workforce management, quality monitoring, UCaaS and VoIP applications. The seamless integration of the latest applications to existing technology infrastructure adds value and benefit.
Advanced Reporting and Analytics
Actionable information is the key to successful customer experiences. CCaaS solutions utilize dedicated data center servers to collect and evaluate data, and provide easy-to-use, customizable access to that data for real time and historical analytics.
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