CCaaS and the Potential for Connectivity

A Summary of CCaaS

A couple of weeks ago, we discussed CCaaS or Contact Center as Service also referred to as CX, and how it is the ultimate tool in any call center’s tool kit. This tool’s basic functionally is helping contact centers be more effective than premised based alternatives. While real-time analytics and optimizing workforce management are certainly apart of that, there is much more to be said about CCaaS and its vital role in customer service and support technology ecosystems.

CCaaS and Connectivity

CCaaS’s edge over CCIs (contact center infrastructure) is the application’s vast potential for connectivity. When someone calls into a call center they want to have their needs responded to and their questions answered. Think back to the 67% of customers who had a poor experience with a telemarketer; the reason for this is mainly the frustration that comes from waiting and lack of info carry over between bots and people. Connectivity is the answer to this. In a CCaaS system connectivity is all about creating better AI which makes the customer journey better, in turn, thus avoiding the frustration and the number of dropped calls.

“CCaaS’s edge over old hardware is its connectivity.”

AI and CCaaS

Better AI and a better customer journey are achieved through the combination of many different features. Things like conversational assistance capabilities (self-service and chatbots) give the customer avenues to remain occupied while your IT people are unavailable. The quick access to remote agents and subject matter experts ensure that there are no obstacles in the customer’s path to satisfaction. Last but not least, features like points of presence give call centers the connectivity they need to access important voice and data points gathered during the call. All of these sophisticated AI and service journey tools are wrapped up in one CCaaS application.

The future of technology is connectivity, or availability to the applications, made evident by the explosion of cloud computing onto the scene. Don’t hinder your business from a lack of connectivity and don’t hurt your call center by not having CCaaS in your arsenal; contact Conectrix today.