Contact Center as a Service

 CCaaS is an acronym for Contact Center as a Service and is cloud-based software that provides customer communication functions without using traditional call center equipment. 

The goal is to use all the different contact points to better learn what your customer needs.

CCaaS streamlines every customer touchpoint into a single platform. These interactions include phone calls, website chats, AI chats, emails, support tickets, text messages, social media, custom data analytics, questionnaires, surveys and more. The system turns this data into information that can be searchable and usable to gain a better customer experience and to better help your business match your client.

By consolidating customer interactions into a single contact center solution, companies can focus on delivering value at every point along the customer journey.

• Call queueing to increase agent productivity and customer satisfaction
• Interactive Voice Response (IVR) for automatic call routing to the best agent
• Call recording to listen to calls between agents and customers
• App integrations with existing business systems such as CRM and workforce management
• Artificial intelligence to help with forecasting contact volume and optimizing customer support interactions in real-time
• CRM integrations with popular customer relationship management tools and services
• Social Media Listening to field questions and monitor the brand for customers seeking help
• Conversational AI uses intelligent bots to ensure fast responses 24x7