Center as a Service - CCaaS

What is Contact Center as a Service (CCaaS)?

Contact Center as a Service (CCaaS) is a software model that allows business owners, typically call centers to reduce cost of IT maintenance and support costs by only paying for what you need. CCaaS solutions are typically cloud-based CX solution in contact centers, but some business owners might opt for an on-premise CCaaS software solution as it might fit their needs a little better.

CCaaS is a solution to quickly deploy new features, functions, and channels which is usually difficult for call centers to do.

Blusonic offers scalable CCaaS solutions via a monthly subscription basis to lower the total cost of ownership (TCO) and enable quick deployment of new features, functions and channels. This will help you save money compared to replacing your software every time you need new functionality.

Contact Center Software & Solutions

The future of CCaaS is trending upwards and for good reason:

1) Contact center software market is expected to grow globally to $50B by 2025

2) While only 36% of call centers are using cloud technology, the modernization of moving business software to the cloud is becoming more and more critical as time progresses.

Medium-sized and small business that were less invested in on-premises infrastructure became early adopters of cloud contact center software and weren’t locked into multi-year contracts as a result.

This trend caused companies of all sizes to explore the benefits cloud computing offers:

Redundancy and uptime improvements are a major reason companies are consistently looking to migrate to cloud solutions with some providers offering up to 100% Uptime guarantees.

Legacy CCaaS providers are built on old, outdated architecture, which limits their ability to maintain perfect uptime which limits your ability to upgrade and scale your business. Legacy providers also have too much debt to re-architect their infrastructure to fit the changing landscape of how small business and even enterprise do business in the future.

Integrating with core contact center systems like CRM (Customer Relationship Management) and UCaaS (Unified Communications as a Service), as well as speedy product innovation and fixes are the biggest reason to consider CCaaS as the primary solution for your call center.

Learn more about Blusonic and how it became a leader in the second wave of CCaaS.

Get in Touch with us today 509-999-1155

Call Center Requirements & CCaaS Benefits For Any Size Business

Quality Customer Experience

CCaaS solutions are designed with your customers in mind, and they adapt to fit the way people work and communicate on a daily basis. An optimal CCaaS delivers:

• Multichannel integration to let agents find answers to customer questions on the fly including social media, mobile, live chat, email, and voice calls.
• In depth analytics that provide call center with insights to maximize profits.
• Easy to use desktop interface customer service representatives need to fix customer issues.

Easy Software for Call Center Employees To Learn

CCaaS solutions offer businesses the opportunity to give their agents all relevant information via a single screen to help keep them on task while fixing customer issues. Customer service representatives often gripe about the time-consumption that toggling among different data sources. We deliver in-house knowledge, and provide access to third-party cloud services with critical information such as Salesforce or another CRM integration you might need.

Arm your representatives with unique upsell and cross sale opportunities with pop ups of related customer information such as behavioral, demographic, or location based customer data. Matching your agents with software that can help them quickly and accurately address customer queries should be a priority when looking for the best call center software for business.

Call Center Software To Cut Costs

Using a cloud-based, omnichannel CCaaS solution mirrors the cost savings that most “as a service” cloud migrations offer including:

• No upfront investments
• Low power costs
• Maximum hardware utilization
• Reduced IT staffing
• Streamlined billing
• Reduced downtime

Scalable, Reliable, Available

A key benefit of a cloud contact center solution is that organizations can instantly scale to meet business and customer demands. The ability to subtract agents from the system, as well as add new agents is convenient and necessary in today's landscape. Why purchase additional seats that you may never need? Pay for software licenses as you go and save on the cost of servers & storage to answer unexpected upticks.

Reporting & Analytics Software For Call Centers

Today’s reporting and analytics tools enable a business to:

• Track abandoned calls
• Record and review calls to identify sales and training opportunities
• Receive alerts when agents use questionable language.
• Monitor an adjust caller queues and voice response menus instantly

Contact center data needs to be continually collected and analyzed to enable ongoing improvements in customer-agent interactions in order to maximize profitability and maximize customer experience during agent interaction.

CCaaS & UCaaS Together

Learn more about what UCaaS and how you can combine these services for the best call center software suite for a quality customer service experience.

Find out why more and more businesses are switching to cloud based solutions.

509-999-1155