Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS) is a comprehensive set of software-based solutions that a brand uses to provide the best possible support experience to its customers. It includes:

  • Creating an overall contact center strategy that includes measurable metrics and goals
  • Installing the right software and hiring the right people to deliver a great experience
  • Monitoring contact center operations to ensure consistent, high-quality service
  • Reevaluating your strategy, technology, and offerings on a regular basis

The most basic part of CCaaS is the contact center itself. A contact center encompasses all of the communication channels a business uses to interact with customers. Many businesses employ a combination of traditional and digital channels like the following:

  • SMS text messaging
  • Digital messaging
  • Chatbots
  • Video or live chat
  • Email
  • Call center services

To keep all of your channels operating smoothly, your brand must select the right software to run them. Finding the software that works best for you requires a thorough understanding of:

  • Your customers: What types of functionalities do your customers want most? Their demographics, social media remarks, and responses to post-interaction surveys will tell you which channels to include in your overall strategy and what those channels must be able to do.
  • Your current capabilities: Unless you have the time and budget to overhaul your entire communication system, you will want a software system that is compatible with the system you use now.
  • Your short- and long-term goals: All of your channels should work harmoniously together to promote your brand and boost your goals. They should also be flexible enough to change course quickly if and when your goals change.

The best way to determine what software works for your brand is to conduct thorough research, analyze the findings carefully, and design a comprehensive roadmap for plotting how each component of your CCaaS contributes to your goals. Alternatively, you can outsource your contact center services to a vendor like OutPLEX. We have:

  • All of the workers you need to get the most out of your contact center, including software engineers, conversation designers, and quality assurance (QA) specialists
  • Experts and partners who can make sure your technical capabilities are in line with your goals regarding customer satisfaction, retention, and more
  • Over twenty years of experience providing contact center services

For more information and a free quote, call OutPLEX at 1.866.531.5773 or visit us online.

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