The call center has moved to the cloud. We call this Call Center as a Service or CCaaS.
What does this mean?
The advent of cloud and VoIP telephony has enabled the shift of call center applications to the cloud. Similar to Cloud VoIP phone systems, the central management system now resides in the cloud enabling access to the applications from wherever there is a reliable internet connection. No need for servers or complex on-premise installations.
Call Center as a Service CCaaS has opened a world of possibilities for the call center In fact, Call centers are now called Contact Centers because they handle all other forms of communication with customers. Not just calls.
Similar to Unified Communications as a Service – UCaaS, CCaaS is sold on a per user basis. This means that the business only pays for what it needs.
In the old days, call center agents only took calls. Customers today want to contact you using email, SMS. Whatsapp, Chat Facebook, Twitter or any other method they wish to use. In today’s complex call center environment, the same agent must be able to take calls, handles emails, text messages and social media inquiries. This is all possible using the same application offered by today’s modern CCaaS service providers.
CCaaS services come with integrations to CRMs, Email etc This makes the gathering and sharing of information for better serving customers much easier. Most providers also offer custom development to integrate with non-standard applications that a business may be using
Since the application is accessed over the internet, an agent can be sitting anywhere in the world. They just need an internet connection. This is very useful for large call centers that need to provide round-the-clock service to their customers. This is also valuable for any business who has difficulty in attracting local talent for their call center.
Modern CCaaS service providers have evolved their applications to provide analytics as an option or part of their service. They use state of the art data analytics systems, some even with Artificial Intelligence (AI) capabilities to offer significant value to their customers. The insights that come out of these systems, their omni-channel capabilities and their multiple application integrations are completely changing how businesses understand and interact with their customers enabling a significant improvement in the level of customer service.
Advanced CCaaS solutions also use AI to help improve your business. Through the use of Voice Analytics and Natural Language Processing from many sources such as email searches past transaction history, your Call Center CCaaS system can now tell you if your caller is happy or frustrated, help predict customer intent, and help drive call routing in order to take the best action.
Before engaging with the customer, the agent can be provided with information on the customer’s relationship and history and be given specific guidance on the best steps to take. This can lead to a quick and pleasant interaction with the customer.