If you’ve been thinking about making a change to your contact center in 2021, you’re not alone. Between keeping pace with endless inbound calls, dealing with technical problems, and now with many companies moving to remote working models, traditional contact centers aren’t making the cut anymore. The good news is that contact center-as-a-service or CCaaS offers a new and more effective way of doing things. And, it’s catching on in a big way. By 2022, contact center as a service (CCaaS) software will account for roughly 50% of preferred adoption models in contact centers. Not only that, since the pandemic, companies are adopting CaaS at a faster pace than even anticipated.
Why might you ask? Because cloud-based CCaaS empowers companies of all sizes to interact with customers in their preferred channels, which is, of course, all of them! That includes serving customers using – social media, live chat, email, phone, mobile applications, and more. Why else is now the ideal time to adopt CCaaS? Let’s dive into the top reasons why.
We just highlighted that CCaaS lets customers use all of their preferred channels to communicate. That’s a good thing because, as we know, customers want options! This is especially important considering millennials and Gen Zers prefer social media, online chat, and email when interacting with their favorite brands. In fact, according to Deloitte, one in four consumers are willing to pay more to receive a personalized product or service.
On top of bringing greater convenience and options to customers, CCaaS software makes multi-channel communication simple for agents as well. Agents and managers get access to dashboards to see what channels customers are using, and they can run reports to measure performance across all of them. Using CCaaS software, organizations can field customer queries more effectively, and they’re always synced with customer inquiries on each channel. CCaaS tools also bring the customer’s product and order history together in one place. Having specific customer account information at their fingertips can help agents answer questions, and they can guide the customer toward the right solution – the first time.
One of the biggest reasons why companies adopt CCaaS is because the software pulls together all customer data into a single location. This capability eliminates the need to sift through different systems and countless data sources, giving teams more time to interact with and serve customers. Automatic reporting options also allow managers access to key metrics, such as uptime vs. downtime or missed or declined calls, so team leaders can make adjustments to improve customer interactions and experiences.
A cloud CCaaS solution puts the burden of running and maintaining your contact center on the provider. That shrinks many of the extra costs tied to traditional systems; such as hardware and software upgrades, or having an in-house technical team keep it running. Other cost savings come from CCaaS’ monthly or pay-as-you-go pricing. With this model, the invoice ties directly to the solution’s value, making it easier to track ROI.
Whether it’s social media, chat, or mobile applications, customers want to interact with your business using their preferred method – at any given time. Those demands make it extremely challenging to deliver a consistent and personalized customer experience. Luckily, a cloud-powered CCaaS solution can help close this gap. With the right solution and partner to help with implementation, these systems can deliver numerous benefits – greater scalability, integration with existing systems, and a unified view of customers across all channels. With all customer data and touchpoints in the same place, companies can also extract actionable insight to make smarter decisions. What’s better than delivering more personalized customer experiences? Nothing from our view. If you want help building your contact center strategy, contact us. We’re here to help!
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