Doesn’t it feel like there’s even more jargon out there today than ever before?
CCaaS, UCaaS, SaaS, PaaS, BPaaS… With more and more acronyms flying around, it can feel like you’re never going to manage to cut through the noise.
It’s certainly true that the advent of cloud computing has led to more and more services moving online, each offering slightly different variations of products previously deployed in the analog sphere.
That’s left businesses with a seemingly endless array of tools offering to help them better serve their customers. But with so much jargon flying around, how are you meant to understand what you need?
If you run a customer service operation as part of your business, this blog post will peel the layers and give you a clear idea of what’s going on inside there.
In this blog, we’ll take a deeper look at:
But first, let’s unpick what it is.
CCaaS stands for Contact Center as a Service, and essentially it’s a cloud-based version of traditional call center technology.
To break it down even further, this means it’s a communications system built as a piece of software (i.e., a computer program) rather than hardware. The software is hosted on an internet-connected remote server allowing it to be entirely operated and managed over a simple data connection.
CCaaS marks a significant shift from traditional telephony operations. Call centers used to rely on hard-wired systems, which required a physical PBX (Private Branch Exchange). These consisted of potentially thousands of yards of copper cabling, PSTN cables, Network carrier connections, and of course, desk phones and the associated hardware.
All this equipment required manual installation as an on-premise solution, with many upgrades, extensions, and troubleshooting that complicated everyday handling.
In contrast, cloud-based software can be accessed by any internet-enabled computer or mobile device. It also allows for extensive and seamless integration with CRM (Customer Relationship Management) software or other helpdesk software to create a comprehensive omnichannel support system. As you can imagine, these advancements offer huge scope for increased efficiency, flexibility, and more advanced functionality.
A cloud-served contact center opens up a wide range of possibilities for enhanced customer service provision. Moving operations online brings a wealth of benefits to the speed and seamlessness of operations, as well as opening up advanced management and tracking features. So it’s no surprise to see organizations all over the world embracing the technology.
Here are just a few of the most significant benefits of CCaaS:
CCaaS brings to the table several benefits that no business can turn a blind eye to. It is the perfect technology to keep call center operations running smoothly, especially during these times of mandated remote working.
Cloud-based software is an ideal fit for this new reality, offering a range of benefits for call center agents:
Here comes our last acronym of the day.
UCaaS stands for Unified Communications as a Service. Essentially this means that all your communications are brought together into one cloud-based service platform.
It follows the trend for call centers to integrate omnichannel support as customers turn to alternative forms of communication. In a UCaaS setup, voice calling, video conferencing, email, instant messaging, and social media all sit side by side in one piece of software.
This certainly changes the nature of a customer service agent’s role, as they help customers across an increasingly diverse range of channels. But it enables you to adapt based on individual customers’ preferred means of communication and potentially allows for a deeper connection between the sales and marketing strands of your business and the customer service team.
Not only that, but UCaaS can help provide a seamless, unified experience for customers across all the devices they might own. All while helping to maintain the integrity of your brand identity.
Note: Freshcaller is currently offering only call center capabilities. Freshcaller can be integrated with Freshdesk – the helpdesk software from Freshworks to create a full-fledged contact center.
It’s clear then that the adoption of cloud-based services is not going to slow down anytime soon. The market forecast is optimistic, and it is evident that on-premise systems are soon to become defunct and outdated.
CCaaS provides significant improvements compared to traditional hardwired PBX-based setups, without mentioning the cost savings, scalability, and flexibility it facilitates.
Not only that, but it presents call centers with the opportunity to take significant strides forwards in their operations. It helps identify workforce efficiencies, trends in caller behavior, and, most importantly, provides customers with a smoother, quicker, and more satisfying experience.
Ultimately, CCaaS empowers businesses to build a system that works for them and can adapt at short notice to changing demands.
Now, the next time you hear someone discussing theirs, you’ll be the one in the know.
Illustrations by Mahalakshmi Anantharaman
Animation by Vinoth Krishnan
Freshcaller is a modern-day cloud phone system that can be used to set up a SaaS call center for customer support and sales. With its cloud-based architecture, Freshcaller brings together the best of legacy features like IVR and advanced call routing capabilities like Smart Escalations, Customizable Performance Reporting to help you set up state-of-the-art call center operations. Freshcaller offers phone numbers in 90+ countries, requires zero phone hardware, and is extremely easy to use.
Visit the Freshcaller website for more information.
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