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Unpacking CCaaS Effectiveness for Customer Service and Experience

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To deliver cloud-based contact center software, Contact Center as a Service solutions employ a subscription-based licensing model. Because they are meant to be unified, resilient, and adaptable, CCaaS solutions may often outperform on-premise contact center solutions. Agents may work from any device as long as they have the CCaaS app installed. They don’t have to manually install each piece of contact center software on each new device before they can use it.

An on-premise solution is, of course, an option to CCaaS. These solutions have been around for a long time and are not intrinsically bad. The needs of the digital world, on the other hand, are making on-premise solutions less viable every year since scalability and flexibility will be critical in 2022.

CCaaS offers a variety of benefits for businesses, and in this article, you’ll get to learn about all those benefits in detail. So, read on.

What are the features of CCaaS?

CCaaS platforms typically include the following features:

  • Natural Language Processing (NLP) and Artificial Intelligence (AI)-powered conversations
  • Digital resources
  • Performance monitoring
  • Need-based expenses
  • Seamless data collection and integration
  • Valuable products, services, and training data

These features are offered by most CCaaS platforms as standard. Some platforms may provide several additional features as well.

CCaaS: The benefits

Now that you know what CCaaS is and what the standard features of a CCaaS platform are, it’s time to look at all its benefits.


Companies may get started right away by downloading and installing the software. There’s no need to keep track of costly hardware and licenses that need regular updates to stay current. You won’t have to deal with several licenses for different pieces of software. The prices are clear, and you know precisely what you’ll receive for your money.

It’s also easier to plan for the future when you know precisely how much you’ll be paying for the CCaaS service each month or year. If you use an on-premise solution, the cost of licensing will increase dramatically after a year. When it comes to licensing, there might be significant differences between providers. Some suppliers provide fixed contracts, while others do not.

You may be contemplating a large-scale effort to replace all of the company’s laptops. These ambitions, however, may ground to a stop if you are suddenly required to pay significantly more to continue utilizing a program that is critical to your contact center license. The cost reductions are as follows:

• There is no need for replacing outmoded hardware or software.

• There are no hidden license fees.

• Less dependence on a specialized tech support crew.

• Significant cost reductions in terms of upkeep, network support, software, and equipment.

Better Experience for Agents

In an omnichannel CX platform, agents have a single point of focus. Customer account information may be retrieved from a variety of sources, like Twitter and Facebook, and shown directly in their window. There’s no need for them to jump between programs and risk missing important things.

When agents’ jobs are made easier, they perform better. Working in a call center is usually seen as a difficult position. This is one of the reasons why contact center agent turnover is so high. Agents are frequently under extreme time constraints and must deal with furious consumers throughout the day. It’s easy to understand how being a customer support representative may get daunting when you consider all of the other KPIs they have to focus on. This is why, wherever feasible, it’s critical to make the agent’s task as simple as possible.

The technology you use to assist your agents is one of the locations where it’s certainly conceivable. Dealing with only one application is far easier than working with five or ten. Agents can learn how to master the program. They can also make use of any equipment.

Enhanced Customer Experience

When customers can contact a firm on their own conditions, they have a favorable impression of the company. Agents get alerts through the app and may reply to a number of client requests and user feedback, including those received by Live Chat, WhatsApp, phone, or email. Customers benefit from this more dynamic method of working since it reduces reaction time. Customers can also select the alternative with which they are most comfortable. Not everyone prefers to speak with an agent over the phone. Familiarity with WhatsApp may also be an issue for some customers. You can simply address the customer service demands with an omnichannel CCaaS user feedback strategy.

In addition, CCaaS systems are more efficient and streamlined. This indicates that the system is increasingly automated, and the agent is less likely to be asked to do repeated activities. For repetitive jobs, automation is ideal since the program will do it correctly every time. Agents are human, and we all make mistakes from time to time, especially when we’re fatigued or overworked.

Following the closure of a ticket, for example, it’s typical for a company to send an email. Asking agents to accomplish this manually takes time away from them responding to other client feedback. There’s also the possibility that they’ll forget, use the incorrect template, make errors, and so on. A bot, on the other hand, will never process this incorrectly, freeing up the agent’s time to focus on other vital responsibilities.

Flexibility and Scalability

In 2020, figuring out how to grow according to demand should be a primary priority for any company. Customer expectations are at an all-time high. In the past, a consumer could have figured out that you were occupied and had to be patient before trying again. Customers would put up with their frustrations since switching firms was less popular. However, in today’s times, practically all major organizations can readily grow. This leads to the assumption that all enterprises, irrespective of their size, can do so as well, and this is true with a CCaaS platform.

With a CCaaS user feedback platform, the business only pays for the services it requires, and it may change its mind at any moment. You may change your plan to manage greater demand if you suddenly have a rise in sales and your contact center is unexpectedly overburdened.


Making use of CCaaS within your company can hold a lot of benefits, especially with the amount of different ways it can be incorporated into your business. Therefore it is worth considering.

About the author


Jonathan Liebenberg

Jonathan is a technocrat and an avid outdoor enthusiast. He is a community manager and a committed team member. When he isn’t working to make the internet a better place, Jonathan can be found exploring the great outdoors and beautiful coastlines with his sidekick, Zen, a very energetic Weimaraner.