Contact Center as a Service: What CCaaS Is and the Benefits It Provides

Contact Center as a Service: What CCaaS Is and the Benefits It Provides

Today, companies need to have robust solutions in place that are highly scalable. Often, many in-house contact center systems are innately limited, hindered by an organization’s existing infrastructure and hardware capabilities. By transitioning to a Contact Center as a Service (CCaaS) solution, companies get a highly capable and scalable system delivered via the cloud.


With a CCaaS solution, businesses get the same functionality they would find in an on-premises system. Automatic call distribution (ACD), email, chat, social media integration, texting, advanced interactive voice response (IVR), and computer telephony integration (CPT) can all be part of the equation. You gain access to a robust call center solution designed to meet your needs. Plus, CCaaS also provides all of the benefits below.


No Maintenance or Upgrade Responsibilities


When you partner with a CCaaS provider, you aren’t just getting a strong contact center solution. You also reduce your maintenance and upgrade burden by practically 100 percent.


The CCaaS vendor is the one who handles all of the system maintenance and upgrades. You won’t have to worry about aging hardware, conducting backups, or ensuring business continuity. All of those services can be integrated into your CCaaS arrangement, allowing you to focus on other areas of your operation without sacrificing in those areas. All you’ll need to worry about is your internal infrastructure.


Dramatic Cost Savings


Along with the financial benefits associated with heavily reduced maintenance and upgrade responsibilities, your company will also experience cost savings in other areas. For example, your power consumption will be reduced since you won’t have to worry about running various forms of hardware on-site. You might be able to limit the size of your IT staff and even your physical office space, both of which can positively impact your bottom line.


Additionally, your CCaaS service costs are incredibly reasonable. You typically pay a set fee per user, ensuring you don’t have to overspend if you reduce the number of agents.


Scalable, Reliable, Available


With a CCaaS solution, you can increase or decrease your number of agents whenever the need arises. You can adjust your amount of licenses near instantaneously, ensuring you have access to more when demand rises or less when it falls. You’re never stuck paying for licenses you don’t need, and you don’t have to wait for a contract renewal date to make changes. Your perfect capacity is always attainable.


Most CCaaS providers also make guarantees regarding uptime, ensuring availability is never a concern. Backup and redundancy are commonly part of the package, allowing you to move beyond disaster recovery into business continuity.


Additionally, many CCaaS vendors give companies access to knowledgeable support personnel. When you have a question or experience difficulty, you’ll be able to reach out and get the assistance you require to keep moving forward.


Better Experience for All


CCaaS solutions offer cutting-edge features designed to improve the experience for customers and agents alike. In a world where the customer experience (CX) can be a differentiator that allows companies to get and stay ahead of the competition, multichannel integration, powerful analytics, actionable insights, and a suite of helpful tools support customer service goals and lead to improvements. Plus, CCaaS systems can reduce frustration for all involved, streamlining processes and increasing accessibility.


Ultimately, CCaaS solutions can enhance CX while ensuring your agents have the tools they need to thrive. Couple that with affordability, scalability, and the other benefits above, and it’s clear why so many companies are embracing CCaaS.

Derek Roush

Derek Roush is the President and Founder of VocalPoint Consulting. He has over 15 years of experience in the industry supporting telecom and cloud service resellers. Since 2010, he has led VocalPoint Consulting to become one of the leading telecom and cloud service consulting firms in the industry.

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