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The Complete Guide to Contact Center as a Service (CCaaS)

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What is Contact Center as a Service (CCaaS)?

CCaaS is an abbreviation of Contact Center as a Service cloud-based contact center software that offers customers with the ability to communicate via traditional and digital channels, with no requirement for on-premise technology.

CCaaS helps businesses streamline their CX processes by connecting traditional and digital customer communications channels into one cloud-based platform. This allows agents to access the most powerful tools for customer interaction with only a single internet download.

So, what does this have to do with your company? This signifies:

  • Less Money Spent on Upgrades
  • Better Access to Powerful CX Technology
  • Simple Implementation of Channels such as Web Chat, Text Messaging and Messenger Apps
  • A Better Customer Experience.
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What is the Function of a CCaaS Platform?

A CCaaS platform can provide a wealth of functions to your company if you’re trying to create seamless customer interaction. CCaaS is the main software used to run contact centers, and is often the first point of contact on the customer’s journey.

CCaaS platforms enable businesses to offer customer service and support through different channels. Since they are a communications platform CCaaS contact centers enhance customer service and make the customer experience seamless and effortless.

What are the Differences Between UCaaS and CCaaS?

The UCaaS Platform is a cloud-based communication platform specifically designed for interaction within a business through communication channels. In addition, the CCaaS Platform is a cloud-based platform that is able to support communications channels specifically designed to connect with customers who are not part of the business.

UCaaS is a shorthand for unified communication as an service. UCaaS platforms are built on cloud technology and provide collaboration and communications within a business via cloud-based video conferencing, as well as messaging. An example of a UCaaS that supports business communications can be found in Microsoft Teams.

CCaaS refers to contact center as service. CCaaS solutions also use cloud technology and provide communication channels that are compatible with the tools for contact centers. Contact center tools can are advanced analytics automated call distribution (ACD) as well as Interactive Voice Response (IVR).

CCaaS can be used to enhance CX improve sales, and offer exceptional customer experiences through a variety of communications channels. The decision of UCaaS is vs. CCaaS depends solely on what your business’s needs.

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How are UCaaS and CCaaS Similar?

UCaaS as well as CCaaS are alike in that they both are based on cloud computing, which makes both of them accessible to companies who don’t have the funds to invest in hardware and software that are on premises. Both provide communication services using a subscription-based model.

UCaaS along with CCaaS are both focused on how companies communicate internally with employees and outside with their customers. Both of them should be able support a variety of methods of communication and channels.

What is the Difference Between CCaaS and CPaaS?

The main difference between the CCaaS platform and the CPaaS platform is the CCaaS is a fully-developed software that can use as-is and the CPaaS platform comes with the tools and codes to build your own communication platform or add additional features to an existing platform.

Although a CCaaS platform comes as a pre-built product that is able to be utilized right away and immediately, the CPaaS platform is merely the necessary components to build your own solution.

Key CCaaS Features for Better Customer Experiences

A cloud-based call center application is the ideal choice for call centers seeking to increase customer satisfaction through every interaction. With these essential features in Bright Pattern’s cloud-based call centre software, your business will be able to improve workflows and win customers’ hearts at each step of their journey.

Omnichannel Communications

An Omnichannel Contact Center is among the most effective methods to provide customer service, keep in contact, and exceed expectations of customers. With Bright Pattern’s channel-based contact center solutions, you will be able to communicate with customers via channels such as:

  • Voice Calls
  • Email
  • SMS and Text Messaging
  • Messenger Apps
  • Chatbot
  • Live ChatMobile App
  • Video Chat
  • Social Media

Omnichannel customer support is personal seamless, smooth and modern. Bright Pattern software for contact centers was developed from day one to support omnichannel customer service, allowing your company to easily manage process orchestration and deliver every channel to meet the needs of your business.

Cloud-Based for Scalability

Bright Pattern is based on the cloud, which means the entire data used to power Bright Pattern’s software is kept at secure centers which are access from anywhere around the globe. simplify workforce management, apply unlimited scalability and employ an entire team of highly skilled agents in call center through cloud CX.

Based on cloud computing, Bright Pattern can save your company money by reducing cost of initial setup. Cloud-based technology implies no expert IT installations, ongoing maintenance or upgrades. Access robust contact center software at affordable prices.

CRM Integrations

Integrations with CRM are essential to support your call center. The integration of a CRM system allows you to track every single touchpoint of the customer’s journey. It is essential for contact centers with omnichannel capabilities that can support a wide range of communication channels.

Integrating a CRM solution into your contact center software enables your business to save the information of customers and their activity history and enables contact center personnel to gain access to information and context throughout interactions. Knowledge management is an essential aspect to providing the highest quality customer service.

Automatic Call Distribution

ACD, also known as automatic call distribution also referred to as ACD is a method of communication that assists in routing calls to the right agent and resource by using sophisticated techniques and settings for workflow. ACD in software solutions increases the effectiveness of the operations of contact centers and agents in contact centers which results in better efficiency, lower downtime, and savings in cost.

If you are looking for a cloud-based contact center service, selecting one with the latest ACD capabilities is vital. Bright Pattern for instance has the capability to differentiate agents based on the level of their expertise and capabilities that can be utilized to control the route of calls. Calls can be efficiently routed and efficiently improving customer interactions.

Interactive Voice Response

IVR, also known as Interactive Voice Response also known as IVR is an automated phone system that allowsincoming calls to gain access to information and self-service through an interface with recorded messages. IVR systems enhance customer experience by providing personalized self-service. They also enhance the experience of employees by streamlining process.

In this regard, an IVR is required in any cloud-based contact center. Inbound calls should be routed through self-service to speed up call routing, enhance call handling time and ensure that employees have a better experience.

Implement natural language processing also known as NLP, to turn your IVR to a more conversational. Calls to customers can be customized by allowing users to use your natural voices to navigate through the menu. You can personalize your call by using conversational IVR, while increasing the effectiveness for your contact center.

Predictive Dialer

The ability to dial in advanced features is essential for companies that focus on outbound and automated calls for sales campaigns, as well as marketing campaigns. Contact centers that outbound call require advanced dialing capabilities to increase effectiveness and increase outbound contact with a larger client base.

Bright Pattern is compatible with all dialing options, including:

  • Predictive Dialers
  • Power Dialers
  • Progressive Dialers
  • Preview Dialers

Create efficient, yet customized outbound calls instantly in real-time via your phone system using advanced algorithms and analytics in Bright Pattern’s software products. Enhance performance on important metrics such as typical handle times, agents downtime and much more using advanced dialing technology.

AI Integrations

Artificial intelligence is fast able to boost the efficiency of your CX through the automation routine tasks delivery of self-service services for customers, help from agents and automated quality management. Bright Pattern integrates with any important AI service, such as Microsoft AI, IBM Watson along with Google AI.

Quality Management

Quality management is an important component of a company’s call center solutions. Integrating a quality management program inside your software for contact centers is essential to increase KPIs, reduce the downtime of agents in contact centers and improve metrics of customer satisfaction and increase customer retention and carry out simple improvement in performance.

Bright Pattern’s Bright Pattern platform provides omnichannel quality management that lets you be able to monitor all interactions across every channel. This translates to being able to measure customer satisfaction and engagement through channels such as web chat and voice messages, email and messenger apps, text messaging and much more.

The data from quality management across all channels can be used to assist in training and empowerment, which results in improved employee experience, higher productivity, more efficient workforce and a higher level of involvement in the customer experience.

Why Use CCaaS?

The reason why your company should utilize CCaaS is due to its capacity to offer a better customer experience, while reducing costs and expenses. The major benefit of using an CCaaS solution is that it gives access to a robust contact center software via the cloud. It means that your company can access the full-featured contact center software with no need to pay expensive cost upfront, skilled IT staff, or maintenance expenses.

As a CCaaS service, Bright Pattern is fast to set up, affordable to operate and maintain and easily accessible. Bright Pattern uses plug-and-play APIs that allow you to connect with the software you employ, which allows you to connect your technologies and interfaces into Bright Pattern and vice versa.

CCaaS providers offer a wide range of range of options at a low cost and can be a great option for ensuring the future of the contact center you run.

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Key Benefits of CCaaS for Call Center Solution

There are numerous advantages to using the CCaaS platform to run your call center service.

  1. Cost-effective: Being based on the cloud, which means using a pay-per-use fee you will be able to access powerful software for call centers with just access to the Internet. There’s no need to pay to pay for installation as well as hardware and software expenses as well as the staffing of IT professionals teams, or costly hardware upgrade.

  2. Highly Effective Technology: With the right vendor for CCaaS, you’ll be able to benefit from a range of advanced, powerful technologies. With Bright Pattern as an example it has CRM integrations, strong ACD IVR and ACD capabilities, Omnichannel Quality control AI integrations, and the Bright Pattern mobile App.

  3. Flexible: A cloud-based CCaaS product is accessible via the use of a web browser. Since it’s located in a database centre, you can add or remove agents with ease. Keep up with seasonal demand by using the flexibility of cloud-based contact center technology to your cloud-based contact center.

  4. Improved Agent Experience Give your customers a more enjoyable experience by using the latest technology an CCaaS vendor could offer. This can include agent assistance and omnichannel quality management Integrations with CRM, and much more.

  5. speed and convenience A CCaaS-based platform can provide customers and your business with speed and efficiency. With the proper technology and channel support customers are able to resolve problems quickly. For businesses it is possible to save time and money with cloud-based technology.

Cloud Contact Centers vs. On-Premise Contact Centers

The two most popular types of contact centers on the marketplace today include cloud-based contact centers as well as in-premise call centers. Cloud-based contact centers are an on-premise contact center that’s technology is based on data centers that are connected to the internet. This means that the phone system’s technology CRM, customer and contact records along with integrated technologies and many more are stored in an encrypted data center that can be accessible from a remote location.

Contact centers that are on-premises house all this technology on site. Contact centers that are on-premise are usually costly to maintain, lengthy and challenging to upgrade, and requires knowledge from an experienced IT department to help. Additionally, there is the requirement for real estate space to house the hardware and software on premises.

Virtual contact centers that are based on cloud technology offer a distinct advantage in cost-effectiveness and offer the same features and smooth CX as world’s top on-premise centers, without the need for costly maintenance and upgrades. In the competition between cloud-based contact centers versus on-premise contact centers that are based on cloud, cloud-based is the top choice and will soon become the most popular type of contact center within the next few years.

Save Money with CCaaS Contact Centers

One of the most significant advantages that comes with CCaaS is the capability for your company to reduce costs and increase efficiency. Its cloud-based platform implies that there is no need to invest in expensive hardware and software, manage this platform and even store the information. This is all handled by the CCaaS vendor, removing your business from unnecessary expenses and ensuring your staff is focused on providing great CX.

How to Choose the Best CCaaS Provider

Selecting the best CCaaS vendor is about choosing the one that offers the most advanced technology that will fit your needs as a business. When choosing the best service provider decide on your primary objective. For instance, do you operating a contact center that can handle both outbound and inbound? Do you focus solely outbound? What kind of technology does your company require to ensure the highest possible customer experience?

When these questions are answered, look for a vendor that has all the features you’re searching for. You should ensure that the vendor will provide quick ROI, top uptime, and excellent customer service.

Bright Pattern has one of the most rapid ROI rates in the CCaaS market, with zero downtime, and a personalized customer service. Bright Pattern is considered one of the best CCaaS service providers that are able to improve customer experience.

What is Omnichannel?

Omnichannel is a method of communication that lets customers connect to your contact center and businesses on every channel and switch between them in a seamless manner. These channels include email, voice texts, SMS web chat, video chat, messenger apps and many more.

In an omnichannel platform, conversations can be seamlessly transferred between the various channels, without the person losing their context. For instance, an interaction that begins with voice could be converted to text messaging, and then transferred to messenger apps as the agent continues to follow the conversation.

An omnichannel strategy provides a more customized, seamless experience. It makes customer journeys easy, yet modern and efficient.

Using Omnichannel with Your CCaaS Solutions

Using omnichannel within Your CCaaS solution is an excellent option to increase engagement with customers and increase customer satisfaction and provide a more personalized customer experience for a low cost. Bright Pattern is a great solution. Bright Pattern, omnichannel functionality is integrated in the CCaaS platform, which allows customers to utilize omnichannel capabilities using just an internet download.

There is no requirement to install any software or hardware, Bright Pattern gives you access to every communication channel and allows you of switching channels.

Alongside the capabilities of omnichannel, Bright Pattern gives your company access to powerful capabilities like CRM integrations AI integrations as well as robust ACD and IVR technologies and omnichannel quality control and much more via the cloud.

What Industry Regulations Should CCaaS Comply With?

Because software for call centers can be used in a array of industries, which range from retailers to healthcare providers It is crucial to ensure that the software is secure and able adhere to the various rules and regulations in these industries.For an contact center that is specifically focused on the healthcare sector the call center must concentrate on HIPAA. In order for a contact center to focus on processing payments calls, the software for call center must be in compliance to the requirements set in PCI DSS. Payment Card Industry Data Security Standard or PCI DSS. For call centers that specialize in outbound dialing, the call center software should comply with the regulations imposed through the Telephone Consumer Protection Act, or TCPA.Finally the majority of call center software must meet the requirements of SOC 2 compliant.

What Are Some Good KPIs to Track in Your Call Center Software Solution?

Monitoring important performance indicators, or KPIs in a software solution for call center is essential for call centers who want to maximize performance and enhance productivity of the workplace while increasing satisfaction with customers. The primary KPI to monitor in a contact center is the mean time it takes to answer. The average response time is an measure which measures the length of time an inbound contact requires before it is addressed by a representative. Another key metric is called the median abandonment rate which is the amount of callers who are disconnected prior to reaching an agent. FCR, also known as first call resolution also known as FCR, is a crucial measurement that gauges the capacity of a call center to solve customer issues within the first call. The average idle duration is how much idle time an agent is spending. In addition, the average time to hold is the length of the time that a customer has to be held during an interaction. It is a factor in contributing to the total length of the call.

To improve KPIs within the call center requires an effective platform that is able to provide omnichannel capabilities as as cutting-edge technology for call centers.

"We have not had a single outage in more than 6 years … if a platform goes down for even 20 minutes that’s probably a loss of a hundred thousand dollars in lost business.”

CEO for luxury BPO, Vipdesk

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Senior Director of CX - YMCA of the North (world’s largest YMCA with 3800 employees)
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Important Considerations when selecting a CCaaS Contact Center Solution

When deciding on the CCaaS call center system It is essential to think about a myriad of aspects that could cause one to be more appropriate for your company than the others. The most important factors to consider include:

  • Fully Capable Omnichannel Communication
  • High Reliability and 100% Uptime
  • Excellent Customer Support from the Provider
  • Low Total Cost of Ownership (TCO)
  • Flexible Pricing
  • Flexibility and Scalability Up and Down
  • There are no interruptions to business due to software Updates
  • Integrating With Many Different Third-Party Technologies
  • Adaptability to Any Use Case Through Scenario Builder

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Exceed Customer Expectations

A CCaaS platform will increase the customer’s satisfaction and create the best customer experience.

Scalability

Scale your contact center easily to meet demand.

Any Channel

Reach customers on any channel, like SMS, text messaging, messaging apps, social media, voice call, and more.

Quality Management

Ensure consistently excellent quality in your call centers.

AI-Powered

Automate basic tasks and assist agents.

Additional Bright Pattern Features

  • Omnichannel Quality Management
  • Comprehensive CRM Integration
  • True omnichannel
  • Single Sign-on (SSO)
  • Advanced call center analytics
  • Rich Administrator and Supervisor Tools
  • Blended Call Center
  • Integrated Artificial Intelligence (AI)
  • Built-in Knowledge Base
  • Screen Recording
  • Predictive, Progressive, Automatic, and Preview Dialing
  • Automatic Call Distribution (ACD)
  • Omnichannel Agent Desktop
  • Built-in Workforce Management (WFO)
  • Interactive Voice Response (IVR)
  • Click-to-Call, Click-to-Chat
  • Inbound Call Center
  • Single Customer View
  • Intelligent Routing
  • Outbound Call Center
  • Call Recording
  • Screen-pop
  • Supports all digital channels (e.g., chat, email, SMS, messengers, etc.)
  • Computer Telephony Integration (CTI)
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Frequently Asked Questions

Contact center Omnichannel as a service (CCaaS) represents the next step of how companies communicate with their clients and customers. In traditional multichannel systems there are a variety of channels for communication such as voice calls texts, email, and so on, are added onto an older system. This can result in a sloppy user experience both for the client and the agent as both agents and the customer have to traverse multiple obstacles in order to be able to communicate through multiple channels.

With an multichannel CCaaS the various channels are unified and integrated into a seamless experience. Omnichannel communication enables your customers and agents to initiate conversations through one channel and then seamlessly switch to the various online channels. It makes client and agent’s experience effortless. Engage in a conversation via voice chat or email, SMS messaging Messenger apps, texting, and then seamlessly shift the conversation onto another channel. The conversation’s context is preserved to allow the agent to continue where the conversation began, making for an easy experience for the client.

An Omnichannel CCaaS can improve the satisfaction of customers, boost the engagement of customers, and also empower agents with seamless communication and an effortless journey.

A CCaaS solution gives you a seamless, simple access to the latest technologies via the cloud. Certain pieces of technology can provide your contact center with the edge when it comes to providing top customer service.

One of the most important technologies to every CCaaS system includes AI integration. AI opens the way to various, unique tools for Contact Centers. Innovative, practical solutions like the omnichannel quality management system and sentiment/text analysis depend on strong, top-of-the-line AI. Bright Pattern’s CCaaS solutions work to Microsoft, Google, and IBM Watson AI and gives users access to the most the most powerful AI that can be applied in practical, yet innovative ways.

Another aspect to be looking for in the CCaaS solution is the ability to seamlessly work remotely. The cloud-based model provides your contact center with the possibility of transferring to remote employees at any time and with all the features of a traditional on-premise service. If it’s for circumstances, convenience, or flexibility, a smooth shift to a remote workforce is essential for CCaaS solutions of the present day.

The last, but certainly not last, each CCaaS solution must have a robust Quality Management System. Thanks to Bright Pattern’s Omni QM technology the contact center will be equipped to ensure quality for all interactions across every channel. This provides your supervisors and you an insider’s perspective of the center and gives you a full overview of what’s happening and what’s not working in the center. Omni QM also allows for real-time interventions. If a customer interaction is identified as negative through AI analysis the call will be immediately routed to a retention expert, and the information from the interaction is stored for agent training.

CCaaS assists remote workers by utilizing cloud-based capabilities. Its cloud-based model implies that all the required software and hardware are stored in the cloud center. Bright Pattern’s CCaaS solution is backed by trusted, reliable cloud service providers including Google Cloud, Amazon AWS and Microsoft. Cloud storage ensures that your agents have access to the same call center capabilities anyplace in the world using an internet connection.

Bright Pattern’s CCaaS solution allows an AI-powered omnichannel quality control system anyplace across the globe. Even when your contact center’s team spans across the globe, you are able to track all interactions across every channel, and tie the remote employees together into an integrated team. You can ensure efficiency and excellent customer service, regardless of where your agent is across the globe.

A CCaaS solution gives you unmatched flexibility and the ability to scale your contact center system. Based on cloud computing Bright Pattern’s CCaaS solution lets your business to seamlessly switch to remote workforce, employ remote workers from any part of the world, and expand your business to meet demand during the season.

As a CCaaS solution gives your company with access to the most advanced technology in call center with no cost for installation or initial costs. Access the most recent digital channels, advanced AI technology and AI-powered quality management for omnichannels without cost for software or hardware upgrades.

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