CCaaS for Customer Experience, Not Just Contact Centers 

CCaaS: Communication Solutions for Every Business

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. 

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What Verticals are a Good Fit?  


 
Healthcare

Healthcare

WHO:

  • Doctor/Dentist 
  • Large medical groups 
  • Insurance 
  • Home healthcare 

WHY:
Improved privacy-compliant communications with patients which results in: 

  • Increased satisfaction 
  • Improved access to care 
  • Greater scheduling convenience 
  • Reduced admission rates 
  • Reduction of disparate-language service costs

CCaaS_Healthcare

 

Financial Services

Financial Services

WHO:
  • Banks/credit unions 
  • Mortgage lenders 
  • Investment/brokerage firms 

WHY:

  • Seamless, omnichannel customer service that meets regulatory compliance standards, resulting in: 
  • Increased service levels 
  • Improved efficiency 
  • Enhanced routing capabilities—customers get to best expert quickly 
  • Efficiently manage omnichannel engagement 
  • Greater operational efficiency  

Mobility-MEM

 

Virtual Retailers

Commerce/virtual retailers

WHO:

  • Catalogs
  • Online

WHY

  • Provides vitally important, positive customer journey to: 
  • Retain existing and attract future customers  
  • Consistent brand experience 
  • Seamless omnichannel communication 
  • Improved order efficiency 
  • Decreased call times 
  • Increased agent productivity 

CCaaS_Retail

 

Government

Government

WHY

  • Provide better service and improve fiscal responsibility 
  • Ensures federal security levels are met 
  • Adheres to reliability/availability/performance requirements 
  • Improved citizen experiences 
  • Agility for rapid changes 
  • Scalability is seamless (up/down) 
CCaaS_Gov

 

Choosing the Right CCaaS Provider

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Frequently Asked Questions


 
Why would I need a Contact Center as a Service (CCaaS)?
CCaaS provides 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 CCaaS into additional applications to better your business/increase productivity

More robust reporting options and advanced analytics can:

  • Offer better customer experiences
  • Improve productivity
What is the difference between CCaaS and UCaaS?

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 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. 

What is included with a standard CCaaS solution?
  • Auto-Attendants  
  • IVRs 
  • Queues 
  • Supervisors 
  • Agents 
  • CRM Integration 
What is an IVR?

Interactive Voice Response allows the use of voice to make menu selections and direct your call to a specific department or individual.

What is skill based routing?

Skill-based routing is the ability to route calls to agents with the specific skills needed to help the customer.

How does CCaaS improve customer experience?

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.

How can CCaaS me make more money?
  • Better customer experience provides greater customer retention
  • 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. 

CCaaS Providers we work with


 

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