Contact Center as a Service (CCaaS)
Overview
Contact Center as a Service (CCaaS) delivers call and contact center functions and capabilities as a service paid via monthly subscription model. CCaaS features include inbound and outbound communication channels such as voice, email, web chat and social media integration, as well as robust reporting capabilities to measure agent productivity and schedule forecasting. Machine learning and Artificial Intelligence (AI) are rapidly becoming a core component of next-generation contact centers to enhance customer service by providing quick answers to FAQ without needing a live agent.
Why consider it?
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Improve customer service
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Data analytics
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Expand talent pool
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Line of business application integration
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AI / machine learning
Contact Center
Contact Center as a Service is a SaaS solution that replaces traditional brick-and-mortar call centers, allowing agents to work from any location. Additional benefits include built-in redundancy, flexibility, and scalability.
Customer Experience AI
Customer Experience (CX) Artificial Intelligence (AI) software augments contact center environments by providing advanced self-service options for customers, virtual assistants for human agents, and the ability to derive business insights from recorded customer conversation transcripts.