Faster project implementation than for on-premises installations
Contact Center as a Service
Contact Center as a Service (CCaaS) platforms are cloud-based software solutions for marketing, sales and customer service that are usually available as subscription models.
A CCaaS platform is ideal for CX transformation as it is always flexible and scalable, even as business needs change. Such a CCaaS platform should comprise all systems and tools used in the contact center. These are then automatically linked with each other and result in a fully integrated total solution.
The advantages of CCaaS platforms at a glance:
Fast
Simple
No individual computer installations required
Extensible
Easy integration of other systems and tools (e.g. CRM; ticket system, etc.) via web-based interfaces
From everywhere
Available from any location and computer - hybrid/remote work easily possible
Cost reduction
Reduced IT infrastructure costs thanks to reduced installation and maintenance costs
Secure
Maximum security at all times, including data redundancy
Pay as you use
Only the technologies and functions that are actually needed have to be purchased
Transparency
Cost transparency thanks to simple pricing and billing models. No investment costs (CAPEX) but operational expenditure (OPEX)
Scalable
Solution is flexible and scalable anytime: Rapid introduction of new services and channels possible without IT resources
CCaaS platforms offer a simple and secure way to orchestrate all communication channels in marketing, sales and customer service in one solution.
This results in faster response times and all functional areas such as inbound routing, outbound, workforce engagement management, gamification, analysis and reporting functions are integrated (all-in-one solution). CCaaS platforms are complete Omnichannel Contact Center solutions.
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