CCaaS

CCaaS: Next Level Customer Support

Taking contact centers to the next level.

Contact Center Integration

Contact Centers are a cornerstone of customer service, enabling businesses of all sizes to manage customer interactions. They serve as a bridge between customer and company, to facilitate the resolution of customers’ needs. The type of contact center platform a company chooses to perform this service has an impact on the experience for customer, agent and the business, alike.

The shift towards cloud-based services over the last couple of decades has been a game changer for contact centers. Moving contact center platforms to the cloud has improved the agility of businesses to meet the changing demands and expectations of consumers. Enter Contact Centers as a Service (CCaaS), a cloud-based, omnichannel contact center platform . CCaaS has revolutionized the way businesses provide customer service and has revealed its true power and value in the wake of the global pandemic.

These last few years have put significant pressure on businesses, not just to provide omnichannel contact center solutions to customers, but also to adjust to a significant shift to work from home. The ability to quickly set up and deploy location agnostic contact center solutions means a seamless integration of a new infrastructure that can support the shifting needs and expectations of businesses, agents and customers. These expectations will not change in the next normal.

The world of customer experience and contact center platform capabilities is forever changed and will continue to evolve as more businesses understand how they can harness the power of CCaaS to improve customer service and ultimately, their bottom line.

What to look for in an outsourced contact center solution:

Time is money. Time wasted on complicated service solution integration ultimately hurts the bottom line.  When contact center outsourcing makes sense for your business, it is important to ensure that the chosen platform can be easily integrated with existing systems so that there is minimal disruption to business operations. Ensuring that the contact center platform is scalable can help to overcome some of the challenges that are faced by contact centers.  For example, having the Customer Relationship Management (CRM) system and contact center software connected to each other enables data to be easily transferred between to the two systems, empowering agents to offer more context driven support.

Business processes

Successful businesses need to evolve and adjust to different stages of growth as well as external changes. It is important to make sure that the platform can be adjusted to accommodate changes in business processes.

When selecting the right platform for your business, make sure that it is adaptable to changes in business processes. This can help to ensure that the platform can keep up with the ever-changing needs of the business. Business processes, such as payroll and hiring, are just a couple of examples of functions within an organization that are required for the proper overall management of the business.

Training

Agents need to be properly trained on how to use the platform so that they can get the most out of its features. Contact Center Platforms, no matter the type, are not naturally intuitive and often require explicit direction how to effectively use and manage the platform.

By ensuring that agents are properly onboarded with the CCaaS platform, and trained on how to use it, businesses can help minimize the amount of training that is needed and make it easier for agents to get up and running.

Why choose CCaaS as a preferred Contact Center Platform?

Moving a contact center to the cloud offers a host of valuable benefits to a business. Contact center outsourcing services empower enterprise level businesses to leverage best in class technology, improve their operational efficiency and scale as needed.

By giving enterprises the opportunity to easily connect with customers across multiple channels, they can offer a consistent quality of service and deliver personalized experience during each interaction.

The pandemic has remarkably shifted the workforce to be more distributed and hybrid than ever before. In order to meet the needs of this new reality of service delivery, contact center technologies have had no choice but to evolve.

Contact Center Integration