What is CCaaS?
Contact Centre as a Service (CCaaS) is the service and solution whereby companies can access and utilise the best technology available to achieve high quality, multichannel customer engagement. It works in the same way that UCaaS does, in that it is a fully cloud hosted service that requires no on site maintenance, is extremely cost effective and simple to use.
Essentially, CCaaS is exactly what it says. It provides your business with a Contact Centre service that integrates all of your existing technology and hardware e.g. an existing telephony kit, and “sits on top” of your current infrastructure. It literally can be as simple as turning off your legacy system in the morning, and switching on the cloud technology on the same day.
It manages your Customer Experience service, with technologies such as: Intelligent Call Routing (ICR), personalised voice messages, integrated multi channel interaction (social media, email, voice). The service provides your agents with an intuitive desktop with advanced contact handling features, on demand access to customer information and immediate access to experts.
CCaaS will lower the costs that your business incurs. Your company is only charged for the resources that you use, there is no blanket costing that includes the services that are left redundant. There isn’t an up-front capital expenditure or annual maintenance fee. The service allows you to work on scale adjusting for an increase or decrease in users, rather than paying for a maximum user interface.
Switching to CCaaS sees all of your data securely stored in data centres and maintained by specialist experts. This takes the pressure and cost of hiring an on-premise technician and on-premise security measures completely away.
The cloud is inherently flexible. You have complete control over the interface and the service. Agents have access to the things that are predetermined by management, whilst management can still have full control over everything. You might be switching over where your service is hosted, but you will never lose control over it.
With the use of CCaaS, you have the ability to analyse virtually anything: average call times, call waiting times, volume of calls to name just a few. As previously mentioned, social integration is included with CCaaS. All channel enquires are directed to an agent regardless of where they have come from, with the data of which channel they have been received through and when they were received, stored in databases.
Migrating your company away from on-premise legacy solutions and to CCaaS has countless benefits, most importantly it increases quality and decreases costs. If you need more information about if a CCaaS solution will benefit you and your business then one of our experts at Solar will be more than happy to help you with any enquires.
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