CCaaS – Contact Centre as a Service
The CCaaS market is hotter than ever today as business have an increased demand for digital transformation , growing appetite for AI and a huge focus on customer experience.
CCaaS offers a cloud-based customer contact solution that allows businesses to utilise contact centre software from a provider like Amazon, without installing any hardware on-premises.
The CCaaS model offers more flexibility and scalability as operational needs change, by enabling businesses to only purchase the technology it needs, reducing internal IT support requirements.
As technology continues to evolve at a rapid pace, customer expectations are following suit. Customers now expect to contact an organisation not only by telephone, but through email, webchat, WhatsApp and social media. However, not only do customers expect to have multiple methods of communication, but expect a slick and consistent customer experience, along with a quick resolution rate across all communication platforms.
CaaS allows you to deliver customers a complete omnichannel experience, enabling chat, email, social media, text message, voice, webchat and social media. Which isn’t only beneficial for the customers, but your agents too.