Contact Center as a Service is not a buzzword. It is a legitimate technology driving digital transformation to impact the customer experience.
The worst thing a company can do is not focus on the customer experience. One bad experience can ruin a company’s reputation and brand loyalty.
And it really doesn’t matter what industry you are in (healthcare, retail/eCommerce, manufacturing, financial services, banking).
Whether you have patients calling into a health clinic to schedule an appointment or you are an eCommerce company selling products online, don’t let the customer experience leave your organization in the dust.
Contact Center as a Service, better known as CCaaS, is a cloud-based offering that combines the voice connectivity of legacy call centers with digital channels, text messaging and social media.
In addition, Artificial Intelligence (AI) is increasingly integrated into this technology, providing a truly revolutionary approach to efficient and effective customer interactions.
Here are 10 key trends regarding Contact Center as a Service (CCaaS)…
1) The global Contact Center as a Service/CCaaS currently accounts for more than $3 billion; some predict sales will reach about $10.5 billion by 2027
2) Companies are most interested in CCaaS proposals when existing contracts approach end-of-term
3) While Covid-19 stimulated the CCaaS market, Artificial Intelligence (AI) has emerged as a key factor in energizing uptake
4) Although some companies may adopt an exclusively work-from-home structure, most will use a 60-40 mix, with at least 40% of employees working remotely.
5) Effective and efficient contact center services have become critical to high customer satisfaction scores.
6) In addition to AI, (CCaaS) systems often include a call distributor, interactive voice response (CDIVR), outbound predictive dialers (OPDs), and analytics capabilities.
7) AI-enabled CCaaS will make organizations change selection and competency strategies for contact center staff.
8) Effective security and compliance must be interwoven with every CCaaS migration including HIPAA, SOX, PCI, etc
9) By capitalizing on a cloud contact center, Contact Center as a Service/CCaaS absolves an organization of the headaches associated with premise-based hardware and optimizes OPEX budgeting
10) Expiring service contracts, legacy platforms at end-of-life or out of warranty, and inadequate scalability are top reasons organizations are considering a new contact center platform
Conclusion
Contact Center as a Service offers benefits to an organization including improving functionality, avoiding complex day-to-day management, and unifying multiple systems.
In addition, you can lower costs by as much as 34% or higher and dramatically improve customer satisfaction, and the overall customer experience.
The challenge organizations face is navigating the complex world of Contact Center as a Service (CCaaS) and the many providers that are out there.
Knowing what to look for in the various providers as well as key trends will help you make the right decision.
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