In today’s competitive market, contact centers play a critical role for any business. Customer service is no doubt the face of any business. During the pandemic, the contact center market has witnessed rapid growth and accelerated the process for cloud adoption known as CCaaS( Contact Center as a Service).
CCaaS model allows companies to use Contact center services without worrying about hardware and software upgrades. CCaaS provides the same capabilities ( voice, video) as on-prem solutions. Businesses get the same services in CTI & IVR integration, email, SMS, chat, social media, reporting, voice recording, quality management & workforce management. Some of the benefits which CCaas model provides are
- Easier to scale according to the business requirements.
- faster deployment
- easier provisioning
- Reliability & disaster recovery, as most vendors guarantee 99.9% uptime with their geographically distributed data centers.
- In addition, they are cost-effective because of the pay-as-go model without any up-front cost.
Some renowned CCaaS vendors are 8×8, Amazon Connect, Cisco Webex, Genesys Pure Cloud, Five9, Nice inContact, AirCall, Expertflow.
By Improving and adopting the latest trend in Customer services, businesses can turn their Contact Centers into revenue centers.
