Contact Center as a Service
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What is Contact Center as a Service?

By Frontier Business Published Jun 30, 2023
What is Contact Center as a Service?

If your business heavily involves customer service or technical support, Contact Center as a Service (CCaaS) can be an affordable way to modernize your outreach. But many enterprises may be unaware of what CCaaS can deliver, so let’s take a closer look.

What is Contact Center as a Service (CCaaS)?

CCaaS is a hosted, cloud-based solution that gives enterprises the tools and infrastructure to efficiently operate a contact center. With advanced features like call routing, interactive voice response (IVR), call recording, agent management, analytics, and reporting, CCaaS delivers a modern call center experience as a cloud solution.

6 ways enterprises can benefit from CCaaS

CCaaS helps organizations create efficient, flexible contact centers with reduced upfront costs so enterprises can invest in their core business while delivering superior customer service.

  1. Omnichannel capabilities. CCaaS deliver multiple communication channels such as voice calls, email, chat, social media, call recording and SMS to help organizations provide a consistent omnichannel customer experience.
  2. Business system integration. CCaaS often integrates with other business systems (like CRM, ticketing systems, and more) to create a unified customer view, streamlined workflows, and better agent productivity.
  3. As business demand increases or decreases, CCaaS makes it possible for organizations to scale contact center operations up or down as needed.
  4. Cost efficiency. Organizations pay for CCaaS on a subscription basis, typically on a per-user or per-minute basis, and eliminates the need to invest in added hardware, software, and licenses. For instance, Frontier’s CCaaS solution uses a concurrent license model for additional cost savings.
  5. Rapid deployment. CCaaS can be quickly deployed using a hosted cloud infrastructure. It also means organizations can set up new contact centers or add additional channels or features with ease.
  6. Continuous innovation. Providers regularly update CCaaS solutions with new features and capabilities, ensuring it stays up-to-date on the latest technologies to deliver the best customer experience.
  7. Analytics and reporting. CCaaS solutions can provide advanced analytics and reporting on contact center performance, agent productivity, customer satisfaction, and other key metrics. These insights help enterprises optimize operations, identify areas for improvement, and make data-driven decisions to enhance the customer experience.

Industries that benefit most from CCaaS

Can your enterprise use CCaaS to level up your customer experience? Here’s a list of verticals that incorporate CCaaS to benefit their customer relationships.

Online retailers, e-commerce platforms, and retail companies deal with high volumes of customer inquiries, order management, and support requests. CCaaS helps manage customer interactions more efficiently, providing timely support and streamlining order fulfillment.

Banks, insurance companies, credit card providers, and other financial institutions need reliable and secure contact center solutions. CCaaS ensures customer inquiries, account support, fraud prevention, and transaction issues get handled quickly.

Healthcare providers, medical clinics, and insurance companies field patient or policyholder inquiries, appointment scheduling, claims management, and customer support. CCaaS can streamline these processes and ensure compliance, improving patient and policyholder satisfaction.

Airlines, hotels, travel agencies, and online booking platforms often require contact centers to handle customer inquiries, reservations, ticketing, cancellations, and travel-related assistance. CCaaS enables agents to manage high call volumes efficiently during peak travel times.

Educational institutions, online learning platforms, and e-learning providers can utilize CCaaS for student inquiries, admissions, course enrollment, technical support, and academic assistance.

With citizen helplines, emergency hotlines, or service support centers, government agencies and non-profits can use CCaaS for more efficient call management, routing, and handling of inquiries or emergency calls.

Whether you want to update your current call center or implement a new one, Contact Center as a Service (CCaaS) is a flexible and cost-effective way to improve your customer experience.

Learn more about Frontier’s Contact Center as a Service solution today.