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Understanding Contact Center as a Service

(CCaaS)

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What is Contact Center as a Service (CCaaS)?

Contact Center as a Service (CCaaS) is a cloud-based customer experience solution. CCaaS model reduces the cost of operations as the businesses can work independently, without the need for IT support. CCaaS offers scalability, flexibility, and enterprise-grade security, along with other additional inbound and outbound call center features.

CCaaS model allows the businesses to meet the ongoing customer demands without worrying about operational overheads, while also ensuring that the business standards are under check.

What is Contact Center as a Service (CCaaS)-

Why do you need CCaaS?

Advantages of contact center software as a service

Highly-Scalable-Operations

Scalability & Flexibility

CCaaS allows businesses to add contact center agents, extend functionality, and adapt according to business needs without having to invest in hardware installation and IT support

Flexible-Agent-Login

Flexibility to Login

You can use software as a service contact center by providing the users with the flexibility to login from any device, any browser, and any location

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Seamless CRM Integration

Integrate with in-house or third-party CRM applications for better operational efficiency. This will also help agents to preserve context for each interaction.

Speed-of-Deployment

Speed of Deployment

Quick and hassle-free implementation without extensive hardware setup to be up and running in no time

Faster-Time-to-Market

Faster Time to Market

Go live with your call center operations within hours without worrying about extensive hardware installation

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Work Across Geographies

Hire diverse workforce from across the globe to deliver an exceptional customer experience with no geographical barriers

Want to see how CCaaS can help you?

Contact Center as a Service Features for your Business

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ACD
live call transfer
IVR
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CRM Integration
Omnichannel Routing
Omnichannel Capabilities
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Auto Dialer
Unified Agent Desktop
Unified Agent Desktop
Real-Time Monitoring
Real-time Remote Monitoring
Call Recording
Call Recording
Call Reporting & Dashboards
Reporting & Dashboard
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Automation Rules
Flexible Deployment model
Flexible Deployment
Call Center Reports
Comprehensive Call Center Reports

Choosing the Best Contact Center as a Service Model

Factors to consider while choosing cloud contact center provider

Minimal Setup Time

Minimal Setup Time

Get started with your contact center within hours to serve your customers efficiently. Onboard agents, supervisors, and admins within a stipulated time frame to ensure that the workforce is ready to take care of call center operations.

Enterprise-grade Security

Enterprise-grade Security

Data security is the prime concern for most businesses. Get a highly secure, PCI-DSS compliant software that is ISO/IEC 27018 and ISO-27001 certified along with providing comprehensive data security and strict access control.

Remote Monitoring

Remote Monitoring

Get more visibility into contact center operations with a contact center as a service model. Allow the supervisors to keep a track of SLAs, CSAT rate, FCR rate, agents’ productivity, campaign performance even when the agents are working across multiple locations.

Omnichannel Customer Engagement Platform

Omnichannel Customer Engagement Platform

With an omnichannel customer engagement model, interact with the customers and prospects on their preferred channels without any silos. Let the customers reach out to your customer service department using email, voice call, video chat, social media for smooth interaction.
Preserve Context of Each Interaction

Preserve Context of Each Interaction

Let the contact center agents have a holistic view of customer interactions across channels in an integrated dashboard. Make your contact center agents’ lives easier by integrating your contact center with industry grade CRM applications, ticketing systems, and other applications like in-app chat. This helps them preserve the context of each interaction without having to toggle between multiple tabs.

Frequently Asked Questions

CCaaS is ideal for enterprises and SMBs that need to extend their contact center capabilities over multiple channels (such as text, voice, video, and more). As it utilizes cloud technologies, the upfront expenses associated are limited.

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Benefits of CCaaS for businesses are:

  • It is highly flexible and scalable
  • It provides enterprise grade security
  • It can be seamlessly integrated with third-party applications
  • Higher customer satisfaction
  • Improved agents’ efficiency
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While choosing a CCaaS solution, you should consider the following factors:

  • Time to market
  • Omnichannel Capabilities
  • Remote Monitoring
  • Integration with third-party applications
  • Enterprise-grade security
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