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CCaaS 101 – The Ultimate Guide to Cloud Contact Centres

Your Guide to CCaaS

The contact centre as we know it is changing.

In an era focused on customer experience, your clients won’t settle for anything less than the most personalised and immersive conversations with your company. This means that many organisations must start to look at new and improved ways to serve their clients through not just voice, but SMS, video, social media, instant messaging and more.

The good news is that creating a feature-rich contact centre doesn’t have to mean forgetting all about your business budget. Contact centre as a service solution or “CCaaS” make the latest technology more accessible by delivering next-level features over the cloud.

With CCaaS, organisations of any size, from any industry can tap into the latest customer service technology, without having to worry about the significant IT investments of an on-premise solution. CCaaS delivers fully-functional omnichannel contact centres equipped with the scalability and flexibility that today’s agile companies need.

What is CCaaS, How Does it Work?

Contact centre as a service systems are cloud-based business solutions intended to help companies access the services they need to support their customers, over the cloud. The CCaaS model is ideal for many contact centres, as it offers the scalability required to change your environment as business needs evolve, along with the flexibility of being able to purchase and pay for only the tools you absolutely need.

With contact centre as a service, your initial investment costs are low, and there’s no need to worry about finding the cash for on-site IT support. Many companies find that they can move to a “pay as you go” model for contact centre solutions by purchasing CCaaS subscriptions and hiring the contact centre hardware they need. A CCaaS solution may feature various useful assets including:

  • Call recording and management systems
  • Analytics software and customer experience tracking
  • The ability to integrate with existing tools like CRM systems
  • IVR and call routing services

Essentially, with contact centre as a service, you’ll get all the features you’d expect from a state-of-the-art contact centre delivered through the cloud. This means that you get all the benefits of the latest technology releases, without having to worry about managing your own assets on-premise.

What Are the Benefits of a Contact Centre?

The as-a-service model for contact centre solutions provides companies of all sizes with an opportunity to access more cost-effective customer experience strategies. With contact centre solutions delivered over the cloud, you can access the features and capabilities you need on a month-to-month basis, without having to worry about huge initial investments. Benefits of the CCaaS model include:

  • Access to the latest contact centre technology: Even small companies can access state-of-the-art services like AI-enabled call routing and call transcription through CCaaS. With a cost-effective pay-as-you-go model, it’s easier for anyone to compete in today’s experience-focused marketplace.
  • Scalability and flexibility: With a traditional contact centre, you’d need to guess at the volume of calls you expect to receive each day. CCaaS allows companies to operate in a more fluid fashion, adding and removing functionalities and subscriptions to suit changes in demand.
  • Cost savings: CCaaS eliminates some of the CapEX costs of the standard contact centre environment and replaces them with a more manageable pay-as-you-go solution. What’s more, you don’t have to worry about finding the money to pay for on-site IT teams to maintain your contact centre.
  • Embrace omnichannel: Contact centre as a Service solution allow companies to expand their contact centre solutions beyond traditional audio calls. You can add or remove channels to your contact centre strategy to suit the evolving needs of your customers. According to research, companies who embrace omnichannel strategies see a 91% greater year-over-year retention of customers.
  • Speedier first-time resolutions: Cloud-based contact centres make communication more natural for your customers, and call management more streamlined for your agents. The next-level technology in a cloud contact centre could help your team to resolve issues faster and improve customer satisfaction.

Top CCaaS Vendors

As the demand for cloud-based solutions and as-a-service offerings grows in the communication environment, many contact centre vendors are beginning to embrace the CCaaS format. According to the most recent Magic Quadrant report (at the time of writing), some of the vendors worth considering include:

View our latest CCaaS Vendors List here

Trends in CCaaS

The demand for contact centre as a service technology has been driven by the need for better customer service solutions and more agile technology environments. Like many sectors in the communication market, CCaaS is evolving at a rapid pace thanks to the introduction of new and disruptive tech. Some of the most recent trends to emerge in CCaaS include:

  • Artificial Intelligence: While many experts agree that a human touch will always be necessary in the contact centre environment, bots capable of learning from customer interactions could help to automate certain repetitive tasks and improve business performance. For instance, virtual assistants with natural language processing capabilities could help to route the right customer to the right employee, to improve first-time resolutions and improve customer experience.
  • Remote working: Contact centre as a service solutions have begun to open the door for a more diverse and distributed workforce. When contact centre services are delivered and maintained over the cloud, employees can log into a system and support customers regardless of where they are. This allows for a more flexible working structure for the modern call centre
  • Combining CCaaS and UCaaS: Some vendors are beginning to explore the benefits of combining front-end communication solutions like CCaaS with back-end unified communication as a service solutions. This would allow for a more comprehensive overview of the end-to-end environment for business conversations.
  • Improved analytics: Countless companies want to be able to improve the performance of their contact centre Analytics built into the contact centre as a service solution, along with workforce management and optimisation features will help to improve productivity in any contact centre environment.

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