What you need
to know about CCaaS



As you’re no doubt aware, in today’s highly competitive and volatile marketplace, it is crucial to keep your customers happy in order to run a successful business.

One of the primary ways to ensure customer satisfaction is by ensuring your call center is run like a well-oiled machine. Contact Center as a Service—CCaaS—is one of the most popular and cost-effective solutions being implemented to streamline and automate the call center process.

360DegreeView is skilled at assessing your organization’s needs to help you determine which solution is the best and most cost effective for your business.

What is CCaaS?

Cloud-based contact center solutions allow businesses to deliver outstanding customer experiences via any medium.

Customers typically approach organizations from a multitude of channels – while voice calls remain the most popular, companies should also keep all the other channels – email, social media, text, etc – open and manned to provide a truly comprehensive and differentiated customer service.

With CCaaS, you can purchase and integrate the latest contact center technology with your existing systems (or set up a new contact center from scratch). CCaaS offers a complete cloud-based solution that includes services like automatic call distribution, dialer, logger, multimedia or omni channel capability, all of which can be ramped up or down on demand.

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What are the Benefits of CCaaS?

There are numerous benefits to adopting (or refreshing) a contact center solution into your organization.

Better Customer Experience — CCaaS technology allows organizations to better serve their customers—multi-channel coverage allows for a more engaged customer outreach, intelligent caller profiling, and real-time supervision call monitoring can improve the quality of interactions.

Costs — CCaaS does away with the need to invest in routers, servers and similar infrastructure; the easy pay-per-use model makes it attractive as well because it allows companies to pick and choose the pricing that works for their budget and requirements.

Analytics — Organizations can access detailed reports and real-time monitoring of every aspect of the contact center. These insights are critical for understanding the gaps in service and productivity, which can be a foundation for enacting key changes.

Flexibility — The as-a-service model allows for dynamic scalability, enabling almost instantaneous ramping up or down of resources to match evolving business needs.

Want to know more about how CCaaS can benefit your business or how to refresh your existing solution? Consider 360DegreeView when investigating how you plan to evolve your contact center this year.

All the companies featured in Gartner Magic Quadrant offer something unique to the enterprise. Let 360DegreeView determine which CCaaS solution is right for you.

Taking an agile approach to moving business into the digital age. Services include business process optimization, digital business transformation, Shared Service Center / Center of Excellence, Business Technology Alignment, M&A Due Diligence.

360DegreeView, LLC

Rick Abbott