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.
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, call or email us. We’re here to help!
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