CCaaS is also known as Contact Center as a Service. It is another kind of virtual cloud center platform, though it is different from UCaaS. While the latter focuses on communication amongst your team, Contact Center as a Service is made to combine channels used in customer service. Where you would otherwise only have phone-based support, CCaaS can give you the chance to manage other digital platforms all at once. This saves your team time and improves the customer experience.
Benefits of CCaaS
Contact Center as a Service gives your team the chance to meet the customer wherever they happen to be. Since they’re capable of answering requests through social media posts and email as well as phone calls, agents are more productive and customers are happier.
CCaaS also allows you to look over the analytics of your business. By integrating with your CRM, you can access the entirety of your customer data at a click of the mouse. You can understand your clientele better and with less effort.
If you have a high volume of customer communication that needs to be organized and handled, CCaaS can be a valuable tool in the way you work. Between this and UCaaS, CCaaS comes at a slightly higher cost. But when operated through the right provider you can make sure you’re getting the most out of what you pay.