Companies are increasingly adopting cloud solutions as a way to improve the customer experience, and the contact center is no exception. When it’s time to upgrade your technology, you might be ready to consider Contact Center as a Service (CCaaS) – a cloud-based solution that provides customers with a consistent experience. It offers a variety of benefits:
Scalability: As you add seats or bring on a new dedicated team to support a big client, you need to be able to quickly add phone numbers and users. CCaaS is easy to scale up and down as needed. If your call volume has a seasonal element, you can count on CCaaS to help you meet call volume demand during holidays, promotions, or when there’s an unexpected surge in calls.
Reduced costs: From maintenance to upgrades and troubleshooting, your CCaaS solution is completely handled by the provider, freeing up IT professionals to work in strategic roles and help direct a superior customer experience. In addition, there’s little initial investment, and you can expect a consistent monthly invoice.
Enhanced customer experience: One of the biggest motivations for implementing CCaaS is the opportunity to outpace competitors with an excellent customer experience. If you work in an industry that cannot have an interruption in phone service at the risk of losing customers, CCaaS is a solution that guarantees customers can access the service they require at all times.
There are several reasons why companies decide to migrate to a cloud solution and away from traditional contact center systems. Legacy telecom carriers are notorious for poor customer service, and they may lack the ability to allow a contact center to scale as needed to meet call volume demand. Contact centers are also increasingly seeing the value of agility in a fast-paced market. They need a solution that allows them to make quick decisions to meet business objectives.
When it’s time to evaluate a CCaaS provider, it’s important to know what challenges you’re trying to solve or performance goals you have. In addition, keep these three items in mind:
In the wake of Hurricane Harvey, a major government agency turned to City Communications and Windstream to get their contact center stood up as quickly as possible to help the people of Houston.
Thanks to an “all hands on deck” approach, City and Windstream were able to successfully stand up the Avaya contact center seatswithin 24 hours.
“We typically don’t need to set up call centers that quickly, but it is nice to know that we can in an emergency,”
said John Casas of City Communications.
The center will continue to support relief efforts for Harvey victims and potentially future disasters as well.
Windstream and City Communications moves an enterprise-class contact center to a CCaaS solution in the cloud for major energy services provider.
As one of the largest retail providers of electric, natural gas and home services in North America—with its parent company based in Europe—a major energy services provider processed approximately 1.3 million calls per month for sales and customer service. The Company views every call as an opportunity, either to win a new client, or provide great customer service, and has set a goal of rst call resolution as a top priority.
To deliver on its goal, it came to Windstream for an advanced contact center solution. A long-standing relationship and multiple successes deploying Windstream network services with City Communications secured the motivation to move forward.
Windstream just announced their top partners for 2016 and City Communications was ranked number two for 2016. City has consistently been a top partner of Windstream in large part to growing business within the UCaaS/CCaas, MPLS, and Contact Center segments. City also completed a number of large implementations with key customers such as Direct Energy, Empereon, and Preferred Homecare to round out the year.
City has worked closely with Windstream on a number of their initiatives such as UCaaS, CCaaS, SD WAN, MPLS, and fiber to bring complete voice and data solutions to businesses of all sizes across the country.
Part of the success is due to the fact that City believes offering their customers choices from a number of different carriers and allowing the customer to make the best choice for his or her business. To set up a free, no-cost consultation, click here.
Representatives from City Communications be at the IAUG (International Avaya User Group) conference in Orlando, FL June 5-9th, 2016. John Casas will be appearing on a panel representatives from Windstream and also Direct Energy to discuss leveraging CCaaS/UCaaS for Corporate Growth. City is currently working with a number companies interested in leveraging both of these options.
What is UCaaS (Unified Communications as a Service)?UCaaS is a delivery model where a variety of communications services and applications are delivered to the customer over an Internet connection by a third-party vendor.
What is CCaas (Contact Center as a Service)?CCaaS is a delivery model where a your communications services, applications, and equipment needed to run your contact center are provided by a third-party vendor typically over the Internet. It allows you to quickly open and grow your contact center while only paying for what you need, rather than incurring large capital expenses.
Schedule a Breakout SessionCity will also be available for breakout sessions following the presentation. Contact us to reserve some time or schedule a separate call to discuss your needs.
Visit Booth #355We will be at the Windstream booth #355 at the conference throughout the day on June 7th. Stop by or contact us.