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.
CCaaSprovides a better way to communicate with your customers;it will help them to navigate your website as well as to provide better/stronger customer service via:
Streamlined communications across various platforms (phone, email, social media, etc.)
The ability to integrate CCaaSinto additional applications to better your business/increase productivity
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:
Auto-attendants
IVRs
Advanced analytics and reporting
CRM integration and screen pops
Inbound/outbound communication
Skills-based routing
Whisper/Barge
Workforce Optimization (WFO)
Workforce Management (WFM)
UCaaS– Unified Communications as a Service is a cloud PBX that replaces on-premise phonesystems into a scalable and flexible cloud infrastructure. UCaaS includes features such as:
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.
With reports and analytics, you can schedule agents for the optimum time of day, week or season ensuring no calls are missed or that you are not over-staffing.
Reports help identify lost calls and lost revenue.
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