Gain Customer Experience with Contact Center as a Service (CCaaS)

Many businesses are figuring out ways to enhance their efficiencies and minimize overhead expenses. Managing business virtually serves to be of great help in such cases.

Also, companies have come up with a technique to manage a virtual call center on their own without hiring or setting up a contact center locally. This is achieved by equipping the services that VoIP service provider offer that is, employing the Contact Center as a Service (CCaaS).

Making use of CCaaS has proven to be of great benefit for businesses of all sizes, big and small.

What is CCaaS?

CCaaS or what we know as a contact center as a service and can be explained as software majorly used in call centers via the cloud and not on-premise. Brands that provide CCaaS service are responsible for maintaining and implementing the software so that the businesses can deliver satisfaction to their customers.

The main objective of a CCaaS service is to manage calls and to make sure that they are routed to the required destination.  Using a CCaaS service, a company can work in close coordination with its agents located remotely.

There are some features and abilities that a contact center as a service should have to ease the businesses with handling their customers. Tools such as ACD, IVR, and a predictive dialer can route calls efficiently and ensure impactful customer interaction.

How CCaaS Helps?

A combination of features such as IVR, ACD enables streamlined workflow and ensures enhanced functionality to the agents operating. Let us see how some of the standard features provided in a CCaaS helpful.

1. Automatic Call Distributor (ACD)

This system of routing calls based on the agent’s skills helps in efficiently managing the customer’s query. The ACD helps in channeling messages, calls, chatbot interactions, etc. smoothly. Based on an agent’s expertise, he/she is assigned the routed call for optimal resolution.

2. Predictive Dialer

Based on the interaction trends between the customer and the agent, the predictive dialer helps in reaching out to the most potential customers. Also, the predictive dialer is responsible for enabling an active connection with the customer.

3. Interactive Voice Response (IVR)

This feature in CCaaS enables the callers to choose the type of service they want via an automated system of voice directing you to the destined agent.

Companies can couple the IVR feature with the ACD method for gaining additional enhanced functionality. The IVR can supply the data input by the customer to the ACD that would process it and help the agent with knowing the customer’s information beforehand.

How CCaaS Benefits Businesses?

CCaaS provides a range of efficient features and tools that benefit businesses and helps them in engaging customers with them. From minimizing overhead expenses to increasing agent efficiency, the contact center as a service is helpful to the companies in many ways. Let us see how.

1. Scalable, reliable and available

This benefit of the CCaaS proves to be of great help for organizations of any size. Be it a start-up or an established company, CCaaS is adjustable and can provide functionality for any number of agents.

If a company does hiring on a large scale, it would require separate systems and IT support to be established for them. Or, in case a start-up business or an entrepreneur decides to contract the number of agents, then their hardware might get waste. With CCaaS, this issue has no chance to exist and provides the flexibility of adjusting the contact center service according to the change in staff count.

2. Cost-effective

Shifting contact centers to cloud by a business has a significant impact on the profits that a company earns. With the cloud contact center, the business owners need not worry about the overhead expenses of hardware installation and maintenance charges.

This service helps in saving a lot on capital and maintaining a budget. CCaaS prevents businesses from making purchases related to servers and IT hardware.

Moving the contact center to the cloud helps save on various elements involved with it. Once shifted to the cloud, the contact center translates cost saving to ultimate profits. It enables saving by maximizing hardware usage, channels setup, decrease downtime, no overhead investments, and least power consumption.

3. Improved customer experience

The ultimate goal of any company or organization is to ensure its customer’s satisfaction. And while handling a contact center, the customers become the utmost priority.

With this comes the responsibility of monitoring customer interactions, measure agent activity to get an insight at where services are lagging in providing to its customers. Designed with modern technology, CCaaS handles all these monitoring elements and analyzes every factor important in deciding the efficient customer experience.

The contact center as a service simplifies the customer handling process by tracing the trend in customer issues that would help you enable necessary improvements related to customer-agent communication.

4. Enhanced agent performance

Other than just ensuring the customer’s experience, the agent performance must not be hampered. Since agents are responsible for representing the customer, the two things that matter the most in ensuring effective contact center functioning are skilled agents and efficiency in the way they handle customers.

CCaaS business solution provides a smooth channel to the business so that agents stay connected and work seamlessly. Also, the software enables the agent to be notified about the customer’s data.

This data will save the agent’s time as they need not toggle between the tabs searching for the necessary data for figuring out the resolution to customer’s issues.

Other than just providing efficient methods, CCaaS routes the customer to the most skilled and suitable agent so that they get the most appropriate answers to their queries. Also, this service provides agents with a pop-up display that shows brief information about the customer and their billing history.

5. Feature-rich service

The CCaaS provides the business with ample features that support the contact center and its operations. With efficient analytics and reporting tools, the service enables the agents to:

• Trace the frequency and number of calls abandoned
• Arrange caller queues for transferring the voicemails effectively
• Create call transcripts
• Review the flaws and insufficiency in the training process

All these features help businesses in making sure that customers are satisfied. Also, with such loaded features, contact centers can be handled efficiently.

Conclusion

In today’s time, when technology is taking over business operations, CCaaS has proven to be of great benefit. The service provides flexibility, scalability, and data security.

On-premise contact centers require maintenance and overhead expenses for hardware setup. The CCaaS has helped in carving the future of contact centers by ensuring businesses with highly efficient software that provides customer satisfaction and a way to promote the brand.