CCaaS

CCaaS Overview

CCaaS has reinvented customer care and changed consumers’ expectations. In every industry, organizations that rely on legacy technologies will fail to meet those expectations and be left behind as clients shift to competitors who provide preferred channels of communication, such as web chat and SMS.

 With every day that passes, the contact center takes on increasing strategic importance due to its great bearing on customer satisfaction, retention, and sales growth.

 Decrease time spent on patching, upgrades, and application refreshes. Minimize soft costs. Increase the efficiency of internal communications. Track agent performance. Integrate ticketing with your PBX. Don’t let an outdated phone system or contact center stand in the way of your company’s KPIs.

WHAT IS CCAAS?

Contact Center as a Service (CCaaS) delivers call and contact center functions and capabilities as a service paid via monthly subscription model. CCaaS features include inbound and outbound communication channels such as voice, email, web chat and social media integration, as well as robust reporting capabilities to measure agent productivity and schedule forecasting. Machine learning and Artificial Intelligence (AI) are rapidly becoming a core component of next-generation contact centers to enhance customer service by providing quick answers to FAQ without needing a live agent.