Contact Center as a Service

  • Headquartered In: North America
  • Company Size: 50-250 Employees
  • Industries: All
  • Titles: IT Buyers, IT, Customer Service, Operations, Customer Support Help Desk Director
  • Job Level: Manager+

According to analysts, Contact Center as a Service (CCaaS) vendors provide services to companies and organizations that aim to improve the way they manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective.

CCaaS technology is now the go-to for most organizations that have customer facing teams, customer service agents, and require technology to assist in meeting advanced digital requirements and improve customer experiences. Many organizations are looking to either consolidate tools or move to a cloud-based solution as part of their overall technology stack.

These cloud-based solutions provide customer communications without requiring the traditional on-premises hardware investment. CCaaS providers can help your organization streamline interactions including inbound and outbound voice calls, web chats, text messages, and messages from social media platforms. By bringing together these multiple channels into a single solution companies can focus on improving efficiency, gaining visibility into performance, and orchestrating a better customer experience.  Many vendors offer comprehensive solutions and a breadth of functionality to provide positive experiences for customers and employees alike.

Top reasons our community cites for adopting or considering this solution:

  • To improve customer satisfaction and decrease resolution times.
  • To offer multi-channel setup across voice, video, web chat, SMS, and social and allow staff to easily manage all channels.
  • Seek ability to better support remote or distributed service teams.
  • To increase supervisor visibility and improve agent performance.
  • Improve process orchestration with automation and AI-powered capabilities.
  • To make informed business decisions with real-time and in-depth analytics.
  • Need a solution that is fast-to-deploy, easy to manage, and cost-effective.

You must be directly involved in your company’s evaluation process for solutions like this, or in the management chain for people who do. You must be a hands-on user of the prospective solution or in the management chain of users. Please do not register for programs that are an unlikely fit. Your credibility and ours depend on it.

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