What is CCaaS? Contact Centre as a Service

What is CCaaS? Contact Centre as a Service

An Introduction to Contact Centre as a Service

Contact Centres are easily one of the most valuable tools any business can have.

As the solution bridging the gap between companies and their clients, contact centres create customer satisfaction, improve sales, and unlock new opportunities. Unfortunately, Contact Centres haven’t always been as accessible as they are today.

In the past, investing in a contact centre was an expensive, and time-consuming process, often demanding a great deal of technical knowledge.

Now, Contact Centres as a Service, or “CCaaS”, ensure that everyone can access the contact centre functionality they need, in an affordable, flexible environment.

Here’s your guide to CCaaS.

Defining CCaaS: How Does it Work?

Contact Centre as a Service, or CCaaS, refers to a solution in which you pay for contact centre functionality on a subscription basis from a vendor. Through CCaaS, you can easily connect with customers all around the world through multiple channels, including voice, video, and text, without having to pay for complex initial installations.

Contact Centre as a Service, like many “as a service” offerings, has accelerated in value thanks to the growth of the cloud. Today, CCaaS is set to reach a value of at least $72.3 billion by 2027, and the number keeps growing.

Unlike traditional contact centre technology, CCaaS gives businesses of all sizes the freedom to access contact centre features without paying for an on-site engineer or hosting their own data centres. Your vendor hosts everything on their environment, reducing the complexity and costs for you. What’s more, many CCaaS providers can even track the performance of your contact centre for you, reducing your chances of dropped calls, or lost opportunities.

With CCaaS, you can access all the numbers, connectivity, and capabilities you need through a simplified portal on the cloud. Pay-as-you-go pricing means that even smaller companies can afford to unlock all the power of the contact centre. There’s even access to flexible upgrades like call recording, call analytics, and intelligent call routing.

The Benefits of CCaaS

Contact Centre as a Service is the most flexible and reliable way for companies of all sizes to access the contact centre technology they need at an affordable price. Around 50% of the contact centre environment is set to be hosted online by 2022. Numbers of CCaaS investments are growing at an incredible pace, driven by the need for flexibility, business continuity, and scale.

CCaaS solutions ensure that businesses can access the functionality they need, when they need it, in an environment that’s constantly evolving. Just some benefits include:

  • Scalability: Companies can easily scale their contact centre to suit them in a matter of minutes. You can add and remove numbers and seats depending on the number of agents you need to support at any given time. Your contact centre solution can even scale with you across countries, allowing you to reach a wider audience without compromising on performance.
  • Flexible teams: Because CCaaS is hosted in the cloud, you’ll have the freedom to provide your teams with the technology they need to deliver great service, anywhere. In a worldwhere more employees are working from home, particularly since the pandemic of 2020, this is crucial. CCaaS will keep your teams connected and ensure that you can support your customers wherever they are. Even before the pandemic, 61% of companies said they were planning on moving their contact centre to the cloud.
  • Easy innovation: Customer experience is the number one differentiator for any modern business. Keeping up to date with customer expectations for service can be complex with a traditional contact centre. With CCaaS, you can easily add new innovations like artificial intelligence and sentiment analysis, or virtual assistants to your system. Implementing new functionality is as simple as clicking a button.
  • Affordability: Contact Centres as a Service are much easier to access with a smaller budget. You don’t need to pay for professionals to implement the technology you need in-house. Instead, it’s easy to simply access the functionality you need over the cloud, without any huge initial investments. You can choose the pricing that suits you, and even unlock the freedom of pay-as-you-go subscriptions.
  • Easy integrations: When contact centre solutions are built in the cloud, they’re often much more open and flexible than their counterparts. CCaaS solutions can frequently integrate with various platforms, so you can provide a true omnichannel experience. You can also access things like improved security settings and controls, or connections to your CRM system for better customer relationships.
  • Security and compliance: Hosting your contact centre in the cloud doesn’t mean compromising on security or compliance. Today’s vendors offer end-to-end encryption and security from start to finish. You can even choose where you want your contact centre data and technology to be hosted, for the purpose of data sovereignty.

What’s more, because CCaaS places all of your contact centre technology in the same aligned environment, it’s much easier to track things like call quality and performance metrics. Your team can ensure that you never miss an opportunity to deliver amazing experiences to your target audience.

The Future of CCaaS

Contact Centre as a Service is widely regarded to be the ultimate next step for contact centre technology. In 2020, the pandemic proved that companies of all sizes needed a consistent and reliable way to connect with customers. Even when the traditional contact centre office isn’t available, customers will expect an excellent quality of service on all channels.

CCaaS paves the way for quick and easy access to multichannel contact centre solutions, built to suit your specific business needs. You can add and remove channels according to your customer’s expectations and ensure that employees continue to offer a fantastic quality of service wherever they are.

In some environments, companies are even beginning to experiment with linking UCaaS and CCaaS together. This would mean having your unified communications and contact centre aligned in the same digital environment. In the future, managing the entire communication stack could be more straightforward and effective than ever.



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