8 Benefits of a CCaaS Platform

Author: Tom Pawlik
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The primary differentiator between you and your competitors is the quality of the customer experience you provide. And the experience your customers have comes partially through your Contact Center. Technology providers like Amazon Connect and 8×8 have developed sophisticated tools that can help your Contact Center service agents provide a superior customer experience, and third party companies like InterVision can build a customized suite of these communication and analytical tools that will help your Contact Center stand out from the competition.

The investment you make in your Contact Center solution will pay dividends in many ways. Let’s look at eight benefits a quality Contact Center as a Service (CCaaS) can have for your customers and your business.

1. Lower Costs

One of the main benefits of a CCaaS platform is that it can lower your IT expenses. Utilizing a third-party provider to host and manage your Contact Center tools in the cloud, saving you the capital investment in technology and allowing your IT staff to concentrate on other projects. It also simplifies your monthly IT expenses by consolidating your communication bills into a single monthly payment.

2. Flexibility and Scalability

A CCaaS solution provides the flexibility to grow and adapt to your business needs. Accessing world-class technology from companies like Amazon Connect and 8×8 will give your business a competitive edge in today’s customer-driven economy.

3. Faster Problem Resolution

The traditional, single channel call center can create communication bottlenecks that cause a strain on both your customers and your service agents. A CCaaS solution offers an omni-channel communication approach that allows them to connect through multiple channels such as phone, video, chat, DM or email. And faster connections mean faster resolutions.

4. Higher Quality Service

Not only does a CCaaS solution help your agents provide faster service, it also helps them provide qualitatively better service. AI-powered agent assistants can help your customer service teams resolve problems more efficiently. Data tools like Customer Relationship Management (CRM) also help your agents provide a more personalized customer experience as well.

5. Ability to Self-Serve

Customers with simple or routine service issues may not need the aid of a live agent to help them. CCaaS tools allow customers to interact with an automated chat bot that can help them make purchases, cancel orders, view and edit account information, or resolve other problems on their own.

6. Better Customer Experience

The combined effect of faster problem resolutions and better service creates a higher degree of customer satisfaction. Another function of a CCaaS solution is a Customer Relationship Management (CRM) tool. CRM provides a consistently positive customer experience that builds greater loyalty and drives repeat business.

7. Deeper Customer Insights

CCaaS analytical tools collect customer data that create meaningful insights for more effective marketing strategies. Analyzing past customer interactions can help predict future behavior and trends, giving your business a competitive advantage.

8. Greater Employee Engagement

A quality CCaaS solution will make your service agents more proficient at resolving customer problems. Analytical tools can give them deeper insights into customer needs and market trends that impact the overall business. This makes them valuable assets to your business and gives them more opportunities to advance into higher-paying roles. Employees who see the value they bring to an organization are more engaged in the business and have a vested interest in its success.

The Value of Contact Center as a Service (CCaaS)

It is impossible to overestimate the value a CCaaS solution can add to your business. It is crucial to give your agents the best tools available to maximize their effectiveness. A quality CCaaS solution is one of the most important investments you can make in your future success.

InterVision has been helping businesses implement IT solutions for more than 25 years. Our experts can tailor a powerful CCaaS platform that will meet your needs now and into the future. Go to our website or call us at 844.622.5710 to learn more.

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