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Contact Centre as a Service (CCaaS): benefits and complete guide

CCaaS, or Contact Centre as a Service, is like having a call centre in the cloud. Instead of dealing with all the nitty-gritty of setting up and maintaining a traditional call centre, businesses can use CCaaS to access a range of customer service tools and features online.

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Contact Centre as a Service (CCaaS): benefits and complete guide

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Delivering the best customer experience is the key to business success. However, you don't have to maintain an on-premise contact centre with several hard-wiring. Instead, choose the better alternative, CCaas or Contact Centre as a Service solution.

More and more modern businesses are embracing CCaaS. As a result, the market is to hit $15.07 billion by 2029. Let us understand the key benefits you must look for when adopting the cloud-based solution.

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What's the difference between UCaaS and CCaaS?

Simply put, Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS) are used to improve communication. However, companies use UCaaS solutions to streamline internal communication and collaboration while CCaaS solutions help improve customer experience.

Let us find out the major differences between UCaaS and CCaaS solutions:


UCaaSCCaaS
Primary UseThe focus of the technology is on improving internal communication and collaboration.The solution comes with features that offer a better customer experience.
Used inOffices
Coworking spaces
Homes (to facilitate WFH)
Customer centres
Contact centres
Sales departments
Key FeaturesInternal voice, video, and messaging
Call routing
Conference bridging
Voicemail-to-email transfer
Customer Authentication
Interactive IVRs
Skill-based routing
Split recording
AI-powered voice analysis
Omnichannel capabilities
Key BenefitsOne place to access all internal communication
Multiple communication apps
Pay-as-you-go cloud-based contact centre software
Scalable online communication solution

Hosted contact centre software, popularly called CCaaS, comes with features that make omnichannel customer interactions a cakewalk. The software consolidates several features that help offer a better customer experience.

The key features of Contact Centre as a Service solutions

Some of the key features included in CCaaS are:

  • IVR: Interactive Voice response that routes callers to the right agents who can handle the customer's query swiftly and efficiently.
  • Advanced call analytics: Offers insights that help better workforce planning
  • Call recording: Record and listen to calls for quality control or use them later for training.
  • Monitoring and coaching: Contact Centre as a Service software solution lets managers listen to calls and coach agents in real time.
  • ACD: Automatic contact distributor or ACD is a skills-based routing technology that manages omnichannel customer interaction by offering an agent a consolidated customer context in a single dashboard.
  • Predictive dialer: The

Benefits of CCaaS (Contact Centre as a Service)

  • Business continuity: Cloud-based CCaaS solutions can ensure the seamless continuation of your business even in the event of a natural disaster. The platform makes it possible by giving you access to the information stored online anytime anywhere.
  • Scalability: Businesses constantly change. Add or reduce more features to meet your needs anytime.
  • Up-to-date technology: To meet the ever-changing landscape of technology, frequent updates are designed and rolled out.
  • Secure data: A reputed solution provider adheres to domestic and international compliance laws and your data will be safer.

What are the types of CCaaS?

There are two types of contact centres where CCaaS solutions are widely used:

Omnichannel contact centre

An omnichannel contact centre is designed to communicate with customers using any customer service channel of your customer's choice. The channels include email, live chat, phone, social media, etc. The technology implanted in the contact centre ensures that a customer doesn't have to repeat themselves every time they switch channel.

Information shared via omnichannel about a specific query will be accessible to agents on a single dashboard.

Cloud-based contact centre

This type of contact centre is managed and hosted by an external data centre. The hosted data centre can manage all your inbound and outbound customer engagements. They also let you interact with customers via email, phone, social media, and the web.

You can easily add new agents and create a new contact centre team using the online dashboard without waiting for the provider to perform the tasks for you.

What do CCAs mean in a call centre?

CCAs in the context of a call centre can be described as a cross-functional technological solution assembled from prebuilt components such as a CRM, eForms, etc.

According to Gartner, CCAs or Composite Content Applications are a collection of content, the platform that stores, manages, and executes the collected information. The application can also process the content for later use.

In a call centre, CCAs are used to automate complex functions that were previously done manually. The use of CCAs maximises the efficiency of a call centre. The benefits include:

  • Fewer errors
  • Automation of complex functions
  • Better visibility into the business process
  • Improved compliance and data security

CCAs, when integrated into a call centre, help agents manage multiple functions in a single sign-on.

What are the 3 types of call centres?

The three types of call centres are:

Inbound call centre

This is where incoming calls from existing and potential customers are handled. Agents will respond to customer/prospect queries related to services, products, order processing, technical issues, support, billing, etc. An inbound call centre uses IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) to answer and route calls.

Outbound call centre

As the name suggests, an outbound call centre handles all the outgoing calls. The agents make calls to customers to remind them of payments, collect feedback about a product or service, notify customers about changes in policies, etc. The technologies used in an outbound call centre include power dialer, IVR, click to call, etc.

Hybrid call centre

A hybrid or blended call centre can handle both incoming and outgoing calls. This type of call centre can offer support and manage sales calls. The technologies used by agents are ACD, IVR, etc.

Get The Best CCaaS For Your Contact Centre

If you are looking for a reputed CCaaS solution partner, you have found one in Ringover. They have everything you need to run a contact centre efficiently and theirpricing starts at ₤19 per user/month.

Talk to them today to soar your business to new heights.

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