CCaaS—contact center as a service—is a cloud-based customer experience solution allowing businesses of all sizes to utilize communications tools that provide superior and streamlined omnichannel communication to customers; physical call center not required.
Improved privacy-compliant communications with patients which results in:
More robust reporting options and advanced analytics can:
CCaaS – Contact Center as a Service is a software-enabled contact center in the cloud. CCaaS includes such features as:
UCaaS – Unified Communications as a Service is a cloud PBX that replaces on-premise phone systems into a scalable and flexible cloud infrastructure. UCaaS includes features such as:
auto-attendants, hunt groups, presence, instant messaging, texting, call recording, conferencing, application integration.
Interactive Voice Response allows the use of voice to make menu selections and direct your call to a specific department or individual.
Skill-based routing is the ability to route calls to agents with the specific skills needed to help the customer.
Calls can be routed to dedicated agents for better customer support. In addition to voice calls, agents can also interact with customers via other mechanisms such as text, chat or email.