Thus, your call center performance and business success totally depends on contact center software, more than on anything else. Yes, we do not say that it is possible to make your call center successful without a dedicated team of qualified customer service representatives and sales agents, but besides that, even the most skilled agents won’t be able to reach the performance you expect them to reach without a functional and capable call center software.
So, the main purpose of this article is to help you choose the most effective call center solution. Does it mean there are different solutions available for purchase? Yes. Even a few years ago it was a very common thing to see a medium-sized company or a large enterprise to use on-premises contact centers, but world is changing, and so does call center solutions.
Therefore, the main solution that is today chosen and used is CCaaS software - Contact Center as a Service. So, what is Contact Center as a Service (CCaaS)? How does CCaaS work? What is the difference between CCaaS and on-premise solutions?
Time to discover all the truth about CCaaS solutions.
What is CCaaS (Contact Center as a Service)?
CCaaS software (Contact Center as a Service or Call Center as a Service) is a call center software solution that uses cloud architecture and which is provided by the SaaS payment model, which means the software is provided through the Internet connection, without any infrastructure located on your premises, and the price consists of the price of one license - one workplace - per month with options to pay annually or per quarter. Thus, CCaaS meaning is the same as cloud call center software.
In other words, cloud Contact Center as a Service (CCaaS) is one of SaaS solutions. At the same time, SaaS stands for Software as a Service, which means that the solution is provided as a service - you pay for subscription. At the same time, maintenance, security and the entire architecture is operated by the CCaaS provider.
CCaaS software can be provided in three different models, each of them is focused on specific business needs of different industries:
- Multi-tenant CCaaS solution is one of the most used types of CCaaS architecture, where all users of the CCaaS software use different instances of the same software, while its architecture is the same for each instance. In other words, it is a universal single platform, as CCaaS provider can maintain all instances of the software by using the same environment and infrastructure, and this also means that the CCaaS vendor can quickly provide updates or new features to the users. Nevertheless, this option limits the number of potential customization options for the users of cloud-based platform.
- Single-tenant CCaaS platform is a more individualized CCaaS solution which means that contact center provider builds unique instance of the software, often on separate architecture, which isn’t totally different from other instances of the solution, but is highly customized to meet business needs of the client. This solution is much more expensive than multi-tenant solution, but it is purchased by the businesses from industries which has specific requirements or are regulated with specific legal requirements - such as healthcare, financial services, education, and so on, which requires service providers to adapt them to build different types of contact center and develop specific contact center features.
- Hybrid CCaaS solution gathers the characteristics of two previously described solution, which helps businesses to find balance between customization and operational costs. There are no limits about what is included in this term, as CCaaS market is constantly changing and different CCaaS vendors can name two different solutions as hybrid CCaaS software, so each example should be reviewed individually.
Key features of CCaaS solutions
Automatic call routing
Call routing, or call forwarding, is a technology that links customer calls with customer support agents in accordance with pre-set rules. There are numerous algorithms for call routing, and all of them are aimed at achieving different business goals. For example, intelligent call routing can identify the purpose of the customer call - let’s presume it’s a request for technical support - and connect a call to the agent whose skills are more dedicated to such issues. This type of voice calls routing is also called skills-based routing. You can also use different algorithms in real time, such as longest idling time, which will optimize agent occupancy by routing calls foremost to the agents who have been working less than others. Call routing can also identify different customer segments for improved customer satisfaction and customer engagement, and for example, route VIP customers out of turn. Intelligent routing is set up with the use of ACD (Automatic Call Distribution) software and IVR (Interactive Voice Response) system, which we are going to describe below.
IVR system and other self-service options
IVR software, even though it is often criticized, is an irreplaceable solution in a modern Contact Center as a Service (CCaaS). Why is it so if customers often don’t like the IVR? Well, first of all, it is impossible to set up intelligent call routing without this system. Secondly, IVR software is used for call queue management, as it provides an IVR callback feature and can remind customers about estimated wait times. Finally, a properly designed IVR solution can become a very efficient self-service system, if it uses voice recognition technology.
We also have to mention other self-service tools, such as knowledge bases, both internal and external, because they can be useful for agents and customers respectively, and chatbots, including AI-powered, which can be used in social media - Facebook Messenger or Telegram - or on your website in symbiosis with web chats.
Omnichannel communication
Omnichannel communication means the availability of different contact channels that are managed from the single interface of the CCaaS software, including phone calls, emails, web chats, chatbots, social media channels, self-service channels, SMS messaging, instant messaging, and other digital channels. In other words, omnichannel contact center software solution is the same thing as Unified Communications platform, which provides consistent customer experiences and high customer engagement throughout customer journey.
Omnichannel communication digital channels have to be interchangeable with each other, which means a customer should be able to switch between preferred channels during the conversation without losing the progress of the communication. Also, it is essential that you have to receive reports regarding the performance of each contact channel and also have valuable insights into it.
Call scripts
Call scripts aren’t something extraordinary, but yet they are important for all call centers, and thus CCaaS software has to includ this feature - no matter are we talking about outbound contact centers or inbound call center. Call scripts allow agents to take full control over the call flow and manage conversations effectively, as well as it helps to minimize the possibility of human errors.
Call scripts aren’t designed to limit the imagination of skilled agents, it is a supportive tool that helps to avoid mistakes. Surely, agents skills are the factor that makes difference, but without call scripts, it is extremely difficult to provide the same quality of customer service during all the thousands of calls, and especially difficult it is for newbie contact center agents to work without a script on outbound calls and customer contacts.
Call analytics
Contact center analytics and reporting are must-haves as CCaaS features, because you can’t make effective decisions and handle customer interactions effectively without relevant data and relevant tools. Contact Center as a Service (CCaaS) analytics have to provide you insights into such essential aspects of call center functioning as number of calls processed, number of calls in a call queue, average call duration, average handling time, average wait times, first-call resolution rates, call abandonment rate, and numerous other call center metrics. It is extremely important for customer-facing teams, as it helps to resolve customer issues much faster and
Customer experience and customer engagement analytics, as well as contact center analytics exist for you to measure the performance of the call center overally and performance of individual agents to identify improvement opportunities and imperfections in their work, which will help you to correct your strategy and make necessary changes when it is required without a risk to lose valuable time.
Third-party software integrations
It is obvious that modern businesses use numerous business systems to optimize their contact center operations and achieve higher performance rates in the field of sales or exceptional customer service. Thus, it is important to make sure that the data is exchanged between these systems and there is no need to do it manually. Also, the purpose of these CCaaS features is to build a single environment where employees can use capabilities of all systems in single interface, without losing time of switching between the solutions.
Thus, CCaaS solution has to be integrated with key business solutions, such as CRM (Customer Relationships Management) software, ticketing system, help desk software, and so on to meet customer expectations, provide cost savings, and improve business outcomes.
Outbound calling
Outbound calling may seem to be an optional solution, but successful entrepreneurs know the value of outbound contact centers in such fields as cold sales, customer feedback collection, market research, and lead generation.
There are two types of outbound calling in CCaaS software, which include automated calling with agents involved and outbound calling with a robot, which is an IVR system. Outbound calling with agent participation uses different calling algorithms, called Predictive dialer, Power dialer, Progressive dialer, and Preview dialer for different purposes, including cold calls, warm calls, and calling to current customers. Robocalling uses IVR systems to send pre-recorded voice messages as calls to customers, which isn’t useful for sales but is a good option for customer reminders, marketing research, and other purposes.
Call monitoring
It is a must-have Contact Center as Service (CCaaS) feature for supervisors and call center managers which allows them to monitor ongoing customer calls in different modes depending on the purpose and the situation. Basically, there are three main modes of call monitoring: hidden mode, where neither agent nor customer knows that the call is listened to, whispering mode, where supervisor or manager can advise agent while customer won’t notice this, and barging-in mode, where supervisor can connect to a call as a third party.
Workforce management
Workforce management in Contact Center as a Service (CCaaS) doesn’t include only agent scheduling, but also such advanced feautures as task management, collaboration and communication tools, and so on. All these contact center features are dedicated to the aim of freeing call centers from a need to purcahse third-party workforce management software.
Thus, you can set tasks for agents, let them communicate with each other in internal communication, track the progress of tasks, make schedules, let agents leave comments, and complete other actions related to workforce management.
Local and toll-free phone numbers
This feature is extremely useful for any call center, as Contact Center as a Service (CCaaS) means working with incoming calls, and to work with incoming calls, you require phone numbers - won’t it be strange if those numbers are not local? Thus, you should look for a CCaaS solutions that have an option to provide you with local phone numbers with local Caller IDs, which means for instance that the phone number will start from a local code that is similar to the location of the customer.
Also, look for toll-free numbers which are extremely useful because customers are now common with the fact that they don’t have to pay for reaching out to your call center.
Why do you need a CCaaS solution
Contact Center as a Service (CCaaS) solutions are the most valued solutions on the market as they often numerous advantages over on-premise solutions.
Simplified scalability
As on-premise solutions require you to set up and run all the infrastructure and architecture on your own, it means you will also have to upgrade it when it comes to scaling your call center up. This means that if scale up project is ambitious and is focused on adding new workplaces, it will also required if not additional hardware, then at least new configurations for existing facilities. Thus, it requires you to pay a lot for this process, as well as it can take a few months to get all set.
CCaaS solutions don’t have these issues, at least because you can just ask CCaaS vendor to add new features, integrations or workplaces - it also costs money, but the overall price won’t be that high, and in terms of time consumption, it will take much less - and that’s one of the main benefits of Contact Center as a Service (CCaaS).
Cheap and fast setup
As well as with scalability, building your infrastructure in the case of on-premise call center solutions requires much time and resources, including ongoing and upfront costs. Thus, choosing Contact Center as a Service (CCaaS) over traditional software is preferable, because the average setup time for cloud contact center software rarely exceeds 24 hours, while you also don’t pay for setup, or pay the fixed price if you need highly customized cloud contact center solutions.
To be honest, the TCO (Total Cost of Ownership) for CCaaS solutions and on-site software will become equal after a few years of operating, but in the case of setup, which is extremely important for SMBs (small and medium-sized businesses), it is much cheaper.
Advanced features
Contact Center as a Service (CCaaS) is the most advanced type of call center software, as CCaaS technology is focused on permanent improvement and continual enhancement of current features, and also on development of new options. This includes the integration of such contact center technologies as AI (Artificial Intelligence) in the form of IVAs (Intelligent Voice Assistants), Artificial Intelligence-powered chatbots, and other features, such as NLU (Natural Language Understanding), which is widely used in IVRs for virtual contact centers and other business communications.
Virtual agents allow to free human agents from manual tasks and improve employee experience, as well as provide customer sentiment analysis for providing exceptional customer experiences.
Powerful integrations
As on-premise contact centers are a kind of construction toy, launching integrations may be a difficult task in this case. However, this is not a problem for Contact Center as a Service solutions which often have even native (built-in) integrations with numerous popular business tools, such as CRM systems,HubSpot, ticketing systems, and so on.
Even if there is no required integration in your software, you can set it up by contacting your Contact Center as a Service (CCaaS) vendor and providing technical specifications.
Conclusion
Benefits of CCaaS include advanced CCaaS features, affordable CCaaS pricing, scalability and cheap setup. Contact center software as a service is a preferred solution for small and medium sized businesses, and also for large organizations which are either looking for modern CCaaS solutions or for a replacement for their legacy systems.
Call center software as a service (CCaaS platform) is the most popular solution on the market because of benefits cloud-based CCaaS solutions offer. CCaaS solutions should offer following advanced features: intelligent routing with different modes, integration of CCaaS solutions with third-party software, call monitoring, workforce management, advanced analytics, IVR system, omnichannel communication and self-service options, and surely compliance certifications with necessary compliance requirements. Your CCaaS platform should include these features and also be available for customization, as you will require integrations for the CCaaS platform.
Thus, if you are looking for truly capable and reliable cloud-based contact centers that will help you provide exceptional customer service, organize quality management, enhance agent experience, improve performance of your customer service teams, ensure business continuity, and become a centralized platform for your sales team, than we can offer you our cloud-based solution - VoipTime Cloud Contact Center.
Rely on a scalable solution that uses cloud-based technology to reduce operating costs and upfront costs, improve contact center services, enhance user experience and offer your many other advantages over traditional contact centers. Experience the power of cloud-based solution now!
