Top 4 Reasons To Consider Contact Center as a Service

Are you thinking about updating your contact center in 2021? If so, you’re not alone. Between keeping up with inbound calls, overcoming technical issues, and accommodating the surge of remote working, traditional contact centers just don’t cut it anymore. Thankfully, a new Contact Center-as-a-Service (CCaaS) model offers a better way of serving clients and customers. And it’s catching on in a big way. In fact, Gartner predicts that, by 2022, about half of all contact centers will use CCaaS software. 

See More: Designing a Digital Contact Center Customer Journey That Ensures Satisfaction

Why is this happening? Let’s dive in and find out why now is the best time to adopt CCaaS:

1. Keep Competitive by Offering Omnichannel Customer Services

Today, customers want options, especially when it comes to digital interactions. Millennials and Gen-Zers prefer interacting with their favorite brands via social media and online chat. In fact, according to Deloitte, one in four consumers would pay a premium to receive a more personalized service. Being cloud-based, CCaaS lets any company serve and interact with customers via the consumer’s preferred channels. This includes social media, live chat, email, phone, mobile apps (e.g., WhatsApp), and much more.

2. Consolidate Product and Service Data

In addition to boosting convenience for customers by providing more options, CCaaS software also simplifies multi-channel communication for agents and managers by enabling access to digital dashboards. These dashboards offer robust metrics on which channels your customers are using and tracks performance across all of them. CCaaS software empowers organizations to field customer inquiries more effectively by keeping these queries in sync across all channels and consolidating the customer’s product and order history. With valuable customer-account information now at their fingertips, agents can answer questions more effectively and guide customers toward the right solution faster than ever before.

3. Leverage Actionable and Insightful Data

A primary reason companies adopt CCaaS is to eliminate the wasted effort and expense of sifting through disparate systems and data sources, consolidating everything into one location. This has the double benefit of giving teams more time back for serving customers while also allowing them to handle other customers simultaneously. Additionally, automated reporting options let managers access key metrics (e.g., uptime vs. downtime; missed or declined calls), so team leaders can adjust strategies and processes to improve customer interactions and experiences.

4. Reduce Upkeep and Hassle

A cloud-based CCaaS solution puts the burden of maintaining, running, and updating your contact center on the provider. This reduces or eliminates many traditional costs of ‘keeping the lights on’ (e.g., software and hardware upgrades, in-house maintenance, etc.). Further cost savings and faster ROI are possible thanks to a pay-as-you-go pricing model, directly tying CCaaS expenses to value.

Start Building a Contact Center Strategy To Identify Opportunities and Eliminate Gaps

Whether through social media, chat, or mobile apps, today’s customers need to interact with your organization. While this demand would appear to complicate the delivery of a consistent and personalized customer experience, thankfully, with a good cloud-based CCaaS, the opposite is true. 

See More: Modern Contact Centers Are Mission-Critical for Improving the Agent Experience

Keep in mind that your contact center should be capable of evaluating data over time to help customers, drive your business forward, and inspire actionable insights. Partnering with the right vendor will help you quickly assess your existing environment to identify and implement the ideal solution for your organization. This lets you enjoy the benefits of scalability, easy integration, and a unified customer view across all channels as quickly as possible. Make smarter decisions by generating actionable insights from consolidated customer data and touchpoints, and boost customer satisfaction to new heights by delivering a personalized, frictionless contact center experience across all channels. If your organization is looking to attract and retain customers (and who isn’t?), but you haven’t begun to contemplate how your customer experience can be improved, the time to start is now because this is how the business world will compete over the next decade.