What is CCaaS? Why is 2021 the perfect time to move your contact center to the cloud?

What is CCaaS? Why is 2021 the perfect time to move your contact center to the cloud?

Posted on: January 15, 2021

Whether your company is trying to meet rising customer expectations, increase business agility, or empower your remote workforce, cloud-based contact center solutions deliver. Contact Center as a Service (CCaaS) is a significant step-up from legacy on-premise contact center solutions. How does it work? CCaaS provides the essential capabilities required to route inbound customer interactions to the appropriate call center agent using software hosted in the cloud! It empowers agents – putting all customer data at their fingertips – and improves the customer experience without the hassle and expense of managing contact center software on-site. Shifting to a subscription-based model frees up money in your CAPEX budget and allows your IT team to focus on other priorities.

Meet NICE inContact – a leader in cloud CCaaS

So, what’s the best way to move forward? By choosing the right CCaaS partner and the right solution. NICE inContact is that partner! Customers and leading industry analysts widely recognize the company as the cloud leader in CCaaS solutions. Gartner has named NICE inContact as a Leader in the 2020 Magic Quadrant for CCaaS, a leadership position held every year since this Magic Quadrant’s publication started six years ago.

The company’s CXone CCaaS offering is an enterprise-grade cloud contact center platform based on modern architecture and technologies. The cloud-based CXone solution provides the essential capabilities required to route inbound customer interactions to the appropriate call center agent, even if those agents are remote. The solution also makes it possible for companies to give customers the option to use any of their preferred channels to communicate. What else does NICE inContact’s cloud-based platform bring to the table?

  • Automatic contact distributor (ACD) – The solution uses an ACD routing engine that manages a universal queue for various channels, including messaging, social, voice, and self-service artificial intelligence (AI) chatbot interactions. By including greater customer context for agents, companies can guarantee an optimal customer experience.
  • Interactive voice response (IVR) – The interactive menu that lets callers choose the type of help they want, such as saying options out loud or pressing a number. Organizations can integrate the IVR system with the ACD to share data between them.
  • Outbound software/predictive dialer – Companies can also leverage the CXone modern predictive dialer to help sales and customer service agents achieve higher connection rates.
  • Workforce optimization – The cloud contact center platform has workforce management tools and features for quality management, customer satisfaction surveys, and performance management, so agents stay on track.
  • Automation and AI – The platform’s AI and automation capabilities speed mundane tasks to support customer issues. These capabilities also enable self-service, agent-assisted, and fully automated alerts and actions.
  • Analytics – Teams have access to analytics and insights to measure improvements and better understand the omnichannel customer experience.

A stable and secure platform, plus support for remote agents

The CXone platform is also highly secure and scalable, backed by an expert team who delivers continuous updates and quick new-customer deployments. NICE inContact also guarantees an industry-best 99.99% availability and offers easy customization through APIs to meet customers’ specific needs. For those looking to keep agents working safely from home, NICE inContact has a CXone@home option, allowing organizations to use the enterprise-grade CXone cloud contact center platform in work-from-home environments.


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