Contact Center as a Service (CCaaS) is quickly becoming one of the most important new technologies for businesses large and small. The importance of the customer experience is ever increasing, and the distributed workforce realities accelerated by COVID have transformed how businesses must think about meeting their customers where they are, when they want, and how they want.
What is CCaaS?
Contact Center as a Service (CCaaS) delivers call and contact center functions and capabilities as a service paid via monthly subscription model. CCaaS features include inbound and outbound communication channels such as voice, email, web chat and social media integration, as well as robust reporting capabilities to measure agent productivity and schedule forecasting.
CCaaS solutions are largely systems of differentiation. They enable an adaptive, flexible delivery model with native capabilities across the four pillars of great customer service (see Customer Service and Support Technology Primer for 2020) and productized integrations with partner solutions through application marketplaces.
The core capability of a CCaaS solution is:
■ Getting connected — Focusing on delivering a channel-agnostic, architected design to create customer service journeys, including intelligent self-service. Services are consumed on a per seat, per concurrent user or transaction basis.
The optional capabilities of a CCaaS solution are:
■ Process orchestration — Supporting increasingly complex and personalized customer engagements.
■ Resource management — Developing and maintaining engaged and empowered staff based on the understanding that engaged employees power a stronger customer experience.
■ Knowledge and insight — Delivering customer and operational insights and recommending next best actions across all functional groupings.
What does CCaaS cost?
CCaaS transfers the traditional costs associated with contact centers from CapEx to OpEx, as it is consumed on a per seat, per concurrent user or transaction basis. Overall, many businesses experience cost savings operating a CCaaS solution as it allows for more flexibility (pay for what you need when you need it), reduces employee turnover, and can deploy machine learning and AI technologies that can resolve inquiries without a live agent. Savings typically realized here are notwithstanding the revenue driving properties associated with a better overall customer experience
Wait, did you just say CCaaS is a revenue driving technology?
I did!
A recent publication from Gartner indicates that 89% of businesses are expected to compete for business primarily on the customer experience. This highlights the evolution of the how executives across industries are interpreting the importance of the customer experience.
Additionally, Bain & Co. has stated that 59% of customers are making purchasing decisions base solely on the customer experience.
As a B2C enterprise, it is now a requirement to provide the best possible customer experience possible.
Ok, this sounds great, how do I procure CCaaS?
Like many products and services, procurement for communications technologies can be challenge for a companies large and small. How does this technology integrate into my current business environment? What vendors should I be considering? How do I know I’m getting the best price? Will I experience downtime during a transition?
Questions like these are not only important to consider, but critical to ensuring a successful procurement. 3rd party neutral consultants, like Resourcive, have the unique ability to help you answer these questions, design the appropriate solution, drive an RFP/Bid Package with leading vendors, and manage implementation, ensuring a successful project.
Is it time to take your business to the next level in customer experience?
Contact us today