Contact Centre as-a-Service (CCaaS)
CCaaS - Into the cloud
The requirement for integrated technologies across multiple channels causes organisations to review their strategic roadmap, given the increasing urgency to introduce digital channels. Cloud-based, or as-a-service, technology offerings are presenting organisations with an opportunity to reassess how they provision outcomes-based solutions from the perspective of business, commercial, technical, and operating architectures.
The opportunity to leverage flexible commercial models, combined with the ability to outsource increasingly specialised capability, is a growing interest. Cloud solutions can offer seamless integration with current applications, instant scale, and easier regulatory compliance. Hybrid solutions, as a mixture of legacy infrastructure and cloud, will help organisations to leverage existing infrastructure better and accelerate change.
Cloud solutions can offer seamless integration with current applications, instant scale, and easier regulatory compliance.
2015 contact centre benchmarking report - View here
Rapid technology innovation is a double-edged sword. It promises untold advances in customer management, but makes customer expectations, in terms of functionality and channels, hard to predict.
Contact Centre-as-a-Service overcomes that unpredictability by giving you access, via the cloud, to functionality that will allow you to deliver a superior customer experience in an omnichannel way. Because it requires no investment in fixed assets, it gives you the commercial freedom you need to serve customers and grow your business.
Freedom to flex: Scale capacity up or down to match peaks and troughs in customer demand. Pay only for what you use.
Freedom to experiment: Experiment with new functionality and advanced applications to prove their value for your business.
Freedom to plan: Look ahead with confidence, knowing we will maintain CCaaS’ leading-edge status.