“Don’t find customers for your products, find products for your customers” (Seth Godin)
This quote by Seth Godin, one of the greatest marketing gurus of the 21st century, sums up the current maxim that any company must have: customer experience above all else. It is useless to offer “top” products or services if the customer service is not. In this context, users no longer expect call centers or contact centers to offer them a basic answer, but now they want them to be the solution to their problems or needs.
Users no longer expect customer service like the one offered a few years ago; now they want the contact center to be the solution to their needs or problems. In this sense, the concept of Contact Center As A Service (CCaaS) acquires very relevant importance, since it allows companies that users have a good first (and lasting) impression of them.
In this post, we want to talk about this concept: what is a CCaaS, and what are its benefits? Keep reading!
Contact center: what is a CCaaS?
CCaaS (contact center as a service) is cloud-based customer experience software that gives contact centers all the tools agents need to deliver exceptional customer service.
Basically, CCaaS allows calls (incoming and outgoing) to be received efficiently, at any time and location, and all through the cloud.
Depending on the customer service software that the contact center has, implementing a CCaaS has many advantages (which we will see below), but we will give you a preview: it allows, for example, to be able to integrate services from any of the communication channels (email, social media, mobile devices or real-time chat) on a single platform.
Some of the phone features of CCaaS are:
- Call analysis
- Artificial intelligence
- Productivity analysis
- Access to reports and analytics
Contact center: which are the benefits of a CCaaS??
There are many reasons for companies to have a CCaaS software model. Some of them are:
- The cloud: CCaaS is a cloud-based customer experience solution that allows agents to place calls over the internet. While being in the cloud, it is only necessary to deploy IP phone systems in the cloud. This means: agility, reliability and greater scalability, which translates into greater ability to deal with sudden spikes in work (for the benefit of customer service).
- Customer and agent win: the omnichannel coverage offered by CCaaS allows both call center agents and customers to feel comfortable throughout customer service.
- Remote work: Being able to access all the necessary tools from one place makes agents feel much more comfortable. A remote job with which you avoid wasting time and facilitate your daily work.
How to launch a CCaaS solution?
Taking into account that the importance of customer experience has grown exponentially in recent times, before launching a CCaaS solution, you must know in detail what customer experience users prefer.
In other words, CCaaS will be successful as long as your contact center has a common, global vision of the ultimate customer experience. That is, define a strategy to establish the appropriate roadmap (or Customer Journey Map).
Once CCaaS has been launched, some practices that will allow you to get the most out of it are:
- Train and prepare your agents
- Be data driven and analyze metrics
- Set reasonable goals
- Always use self-service to complement, not to replace
It’s true that best practices for CCaaS are still evolving, but one thing is clear: integrating it into your contact center and getting it up and running is a +1 to your customer service.
Do you know our contact center software EVOLUTION? Request a demo and find out how we can help you!