Creating a Superior Customer Experience in the Contact Center with CCaaS

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:

• CCaaS systems can only realize their full potential when the underlying network is properly designed and engineered. Make sure your vendor knows how to help you prepare for, manage, and prioritize contact-center traffic. 
• Learn the porting and configuration process if you add customer service lines, which should not affect your line capacity. Choose a service provider that will activate numbers seamlessly with your contact center platform.
• Find out what your options are for tracking call data. It’s important to have access to statistics related to the location and time of your incoming calls.

If you’re considering a move to CCaaS, you can count on City Communications to aid you in a seamless cloud migration. Contact us for more information about starting the evaluation process for the right CCaaS solution for your contact center.

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