CCaaS Basics - Guide to Customer Support Software

Grace Lau

June 13, 2022

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In a world of ever-increasing user expectations, a company needs the best. Contact Center as a Service (CCaaS) software delivers all-round customer communication. Customers get the support they demand and staff get the tools to give it. Let’s run through the chief characteristics of it.


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What is CCaaS?

Contact centers are in the frontline of customer service, every bit as much as counter staff. Perhaps more so: customers expect contact centers to be open and available to them over ever longer business hours. It’s through the use of CCaaS that this can be supplied.

CCaaS works as a cloud-based software solution. In other words, phone calls are routed over the internet, using VoIP (Voice over Internet Protocol) phones. Conventional telephone numbers are used but that’s where conventionality ends.

To use a graphical allegory, it’s like the similarity between scribbling with a piece of charcoal and learning how to create an electronic signature.

Companies access CCaaS by paying a subscription, usually on a monthly basis. What do they get? Let’s see.

What are the Advantages of CCaaS?

1. Omnichannel Communications
Agents using CCaaS are able to deal with the complete range of communications methods that customers use. Moreover, these communications are clearly displayed in one clear interface for the agent to use, making omnichannel coverage all in a day’s work.

2. No Upfront Costs
The startup costs are minimal. This is because CCaaS operates without the need for any equipment outlay or installation costs. Just pay a regular subscription fee and the service starts when you’re ready.

3. Superb Scalability
As your business grows and your needs grow with it, you can scale up your service with the utmost ease. This way, you can be sure to retain your customers. And, should the increase be only temporary, you can scale up and then scale back down again, as and when you’re ready.

4. Great Answer
IVR (Interactive Voice Response) means that an inbound call gets routed correctly, through automation. The caller is asked by the system to make a selection which ensures that their call is directed to the right agent.

5. Upping the Uptime
Downtime is the nemesis of profitability. It’s the arch-enemy of productivity. It’s a real pain.


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The good news with CCaaS is that downtime is reduced. In fact, with CCaaS, businesses can enjoy average uptimes of 99.999%, which is enough to impress all but the pickiest client.

6. Analyze This
The analytics in CCaaS are super-impressive. A contact center manager is alerted in real-time to any issues that crop up in one or more calls, and has the tools to make an intervention there and then or to schedule in a subsequent coaching session with the agent if needed.

How do you Start Using CCaaS?

It couldn’t be simpler to start enjoying the benefits of CCaaS. A work station, headsets and an adequate internet connection are all you need. Then it’s just a matter of deciding exactly which features you need. For instance, you might want to specialize in email, or you may want a service that provides the best instant messaging for business.

So, What are You Waiting For?

CCaaS will give your business all the customer support features you need, in a format you will find easy to assimilate and a usability that your agents and customers will love. Go get it.

Opinions expressed by the author are not necessarily those of WITI.


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