What is CCaaS?
Think customer facing UCaaS on steroids. A complete CCaaS solution is a valuable asset for any support or service team who engages with customers on a regular basis. CCaaS provides agents with the ability to communicate with customers in almost every conceivable way (except holograms… at least for now). These communication channel options allow customers and agents to use the preferred channel to achieve maximum engagement through their interactions.
We have seen a recent demand for contact center solutions which provide true omnichannel communication and the ability to work-from-anywhere with Microsoft Teams, CRM, and social platform integrations.
Who is it for?
Businesses with technical support, customer service, sales, or any other functional group that answers phone lines should consider a contact center solution. The features and integrations of CCaaS are what separates it from a standard hosted voice product. Some businesses will attempt to replicate the all-in-one CCaaS functionality with a hosted product and add-ons, but setups like these will ultimately reduce efficiency with unnecessary cost and complexity.
Although features will vary from carrier to carrier, the benefits businesses see from these products include increased employee efficiency and effectiveness, reduced costs, a scalability, enhanced reporting, and improved communication for an all-around better customer experience. Further benefits can be reaped through the ability to lease equipment, the elimination of on-premise equipment with cloud hosting, and the utilization of the CCaaS provider’s network monitoring services.
Whether you are looking for specific features, or if you want to compare solutions as a budgetary exercise for the future, we can tap our vendor network and provide an apples-to-apples comparison of CCaaS options.