Overview

Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilize a contact center provider's software. A CCaaS model allows businesses to purchase only the technology they need, reducing the need for internal IT support.

Let's Unpack That

The following definitions properly describe the tools available within CCaaS solutions.

• ACD (Automatic Call Distribution) – Evenly distributes calls
• AI (Artificial Intelligence) –  Is the ability of a computer to mimic human cognitive skills, chatbot, etc.
• CRM (Customer Relationship Management) – CRM software that gives agents the 360° customer info they need to solve customer needs as quickly as possible
• CTI (Computer Telephony Integration) – Technology that allows phone and computer to interact (i.e. screen pop)
• Dialer – Platform/Application that automates the process of making predetermine outbound calls
• Gamification – application of elements of game playing (point scoring, competitions, etc.) to encourage engagement and improve agent morale
• ICR (Intelligent Call Routing) – is a term for software routing that attempts to identify the caller and direct them to an appropriate agent
• IVR (Interactive Voice Response) – Prerecorded voice/speech prompts & menus, self-service
• Omni-Channel – Multiple channels to include Chat, Text/SMS, Email, Video
• Reporting & Analytics – Analyze inbound and outbound call metrics to improve conversions, including connection rates, number of contact attempts, processed leads, hold time, call duration, etc
• Web RTC (Real Time Communication) – Technology that allows voice & video communication directly through a web browser (i.e. softphone, etc.)
• WFO (Workforce Optimization) – Suite of tools (WFM, Recordings, Quality Mgt, Analytics, Surveys)

Why Work With Us?

• We are independent and can deliver multiple options from various suppliers
• We will learn your existing business structure and goals to properly identify solutions
• We will develop an in depth understanding of your existing business processes and plans for the future
• We will research opportunities to determine the optimal CCaaS solution
• We will research to source the optimal supplierWe will implement and support the selected solution
• After your solution is implemented, we will continue to provide support, including through excellent customer service and escalations
• We will be reliable as an integrated piece within your organization’s ecosystem