Contact Center (CCaaS)
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CCaaS
Contact Center as a Service (CCaaS) essentially is a solution that enables organizations to use a contact center provider’s software. This model allows for businesses to purchase services on an as needed basis, which means a lower requirement for IT support.
The following are tools and functions that are generally available with 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)
Things to Consider
Contact center solutions are used to improve customer experience, enhance the existing state of technology within your business, reduce expense, reduce infrastructure, and reduce downtime. For this reason CCaaS are emerging as valuable systems to help businesses communicate with their customers. The market is expected to rise to an estimated $25 Billion by 2022. Additionally CCaaS is scalable, flexible, low cost and easy to operate making it an ideal option for many contact centers. However, it may not be a good fit if:
- If you already have invested in an on-premise platform.
- If you recently renewed a contract with an on-premise providers
- If you’re trying to avoid costs. Most CCaaS costs $75-$175 per seat/per month.
- If you don’t need comprehensive features.
Where Qrapht can help?
Since Qrapht is independent, we can offer multiple options from several providers. Of course, we will learn your existing business needs and goals to find the right solution. Through this in depth understanding of your goals, we have the capability to research our huge database of providers and help select a solution. Additionally, we continue to support through deployment and integration.
Contact Center Frequently Asked Questions
The benefit of CCaaS is you pay only for the features you need. You can choose exactly what is required and pay for that alone. As your requirements grow, you can add more features and functionality.
Yes you can. This is a very popular scenario. An overlay architecture can add a CCaaS layer on top of your existing PBX. consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
No. Cloud solutions already come with redundancy included.
This is dependent on many factors such as your network, number of seats, business type and many other factors. However most businesses see a full deployment within 45-60 days.
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