What is Contact Center as a Service (CCaaS)?

A CCaaS is a powerful solution that can work alongside human contact center agents, providing them with flexible, agile tools and application programming interface (APIs) that help them get their work done. Customer service is a core function in a business and good communication channels can result in things like higher customer satisfaction, brand loyalty and customer retention.¹

Separately, businesses can use the CCaaS service solution to handle client interactions without the need for on-premises hardware or software and instead it’s all handled on one workspace. It also integrates with artificial intelligence (AI) chatbots and virtual assistants to automate time-consuming tasks and customer journeys.² It routes inbound customer interactions directly to call center agents in real-time and are highly customizable to fit to a business’ needs as they evolve.

A CCaaS platform provider begins by integrating with a business’ existing systems, such as a customer relationship management (CRM) system. This integration is typically the first step in integrating a CCaaS and allows for a unified view of customer data.³ The CRM integration is a vital step so that AI-powered agents have interaction history and a clear picture of the business’ contact center operation.

After the integration and setup are complete, the CCaaS software provider configures communication channels and sets up new workflows to align with the current communications platforms. CCaaS platforms are built to support omnichannel communication such as voice calls, messaging apps, email, live chat, social media and SMS. This step can ensure customers have a smooth interaction through their preferred communication method.

Human agents are then able to access the CCaaS platform through an interface and streamline customer information into one unified place. The cloud-based solution is scalable and allows businesses to adjust resources on demand as business needs change.

However, unified communications as a service (UCaaS) and CCaaS are both cloud-based communication solutions. They have different purposes. The simplest way to differentiate the two is that UCaaS focuses on internal communication, whereas CCaaS is external or customer-facing.

The primary focus of UCaaS is to provide a suite of communication tools, such as video conferencing, instant messaging and voice calls into a single, unified interface. However, CCaaS is using tools and capabilities to manage customer interactions and is used by customer-facing teams.

There are many great features that CCaaS offers for a business and provide them with long-term results in areas such as customer engagement, agent performance and operational efficiency. Some of the CCaaS features that are key to a cloud-based solution are as follows.

The most modern CCaaS platforms now include AI-powered features, such as chatbots and virtual agents, intelligent call routing, agent assist and predictive analytics. The chatbots and virtual agents provide around the clock support to simple inquiries, making the simplest calls mostly self-service.⁴ Agent assist can help offset call volume.⁵

An automatic contact distributor, also called automatic call distribution, is a technology used to route calls to the most appropriate agent. This tool is a key feature of contact center software because it prioritizes calls based on various factors such as skill set, availability or customer waiting time. ACD streamlines the call routing system and enhances customer service efficiency by reducing hold times and can ensure that calls are directed to agents best equipped to handle them.

This key feature is a telephony system that interacts directly with callers, gathering information through voice commands or keypad inputs. Through IVR businesses can automate routine tasks, such as providing information, processing orders or offering customer service. This system can handle multiple calls at once, reducing the need for human intervention, meaning fewer disruptions and a reduction of operational costs.

A good CCaaS provider offers tools and capabilities that can simplify and streamline workforce management. Software solutions offer things like schedule optimizers, analytics on team hours and other simple add-ons that can help human agents and supervisors track and manage contact center performance. CCaaS can also offer tools that deal with quality management, such as recording calls or monitoring interactions for review.

Another key feature of a CCaaS platform is the real-time analytics dashboards and data available to contact center managers. These capabilities provide businesses with data-driven insights needed to make informed decisions and the proper metrics to drive better performance. The CCaaS platform can help a business track important key performance indicators (KPIs) which can result in less downtime and cost savings to the business.

The customers of today are trying to reach a business while they’re at work, on the road, or maybe even on a flight. This customer demand is why CCaaS can bring a traditional call center into the modern world by ensuring consistent customer service across chats, SMS, phone calls and social media. The omnichannel support broadens customer communication and can boost the agent experience regardless of the channel the customer chooses.

There are numerous advantages for businesses transitioning from on-premises systems to CCaaS solutions.

An important benefit that CCaaS offers is its scalability. A cloud-based solution is easily adjustable to the business’ needs during on and off-peak seasons. This flexibility reinforces acute resource allocation and helps ensure that customer support is at the ready to help a client immediately.

A cloud-based platform allows for remote access, which is good news for a business that relies on remote work, allowing agents to work from anywhere. The pricing for CCaaS platforms is also flexible and varies based on what the business is using. Which means that a business can  selectCCaaS features based on their budget and is much more accessible.

Due to its cloud-based technology, a CCaaS platform is hosted in secure, redundant data centers with robust network infrastructure, providing superior uptime compared to an in-house setup. A CCaaS also typically offers disaster recovery services, which can ensure the business has continuity even during a crisis. Separately, the cloud-based platforms automatically handle updates and maintenance, which can reduce downtime and IT burdens.

Because the CCaaS provider hosts the software, a significant amount of the business’ IT operating system is reduced or eliminated. The business is no longer responsible for upfront costs like hardware, software or database management that typically comes with on-premises solutions. Also, CCaaS solutions are meant to integrate seamlessly with existing CRM systems, meaning there is no need to buy any new hardware or pay for upgrades and onboarding can move quickly.

CCaaS are set to operate under strict compliance and industry standards such as GDPR, HIPAA or PCI DSS. They implement robust security measures, data encryption and regular audits to help ensure customer data protection. So, separately, CCaaS providers stay updated with the latest regulatory changes and update their systems.

A business’ process for choosing a CCaaS solution varies depending on industry and business needs. However, here are a few basic steps to pick the right cloud contact center solution.

In this step, a business needs to assess its needs and analyze the current contact center operations. It should find areas of improvement and decide which ones are most important. When those areas are determined, then the business can define its goals and what it’s hoping to achieve with the CCaaS platform.

It’s important for a business to then do research and evaluate providers that offer the specific features they need. The features might be AI-powered chatbots, advanced analytics or integration capabilities specific to what the business currently uses for its contact center. It’s also important for a business to ensure that the platform has robust security protocols in place and the provider can answer all the FAQs they might have.

When those vendors have been identified, the business should take its list of key features it wants and make sure it aligns with the vendor they choose. It’s important to understand the platform holistically. This means reviewing pricing models, understanding the customer support and reviewing customer feedback. Some key features to consider are omnichannel support, advanced analytics, AI and automation capabilities and security and compliance.

After the vendor has been chosen, it’s time to implement and test how well the CCaaS integrates with the business’ current contact center structure. Is it helping meet customer expectations or is it having an adverse effect? The next stage is optimizing the CCaaS for business growth and long-term success.