Traditional call centres may improve your customer services, but they also burden your business with costly equipment and a large workforce to manage. 

The Contact Centre as a Service (CCaaS) model is the antidote you need to overcome these challenges.  

CCaaS provides you with a cost-effective and superior way to handle customer interactions. 

This article is your ultimate guide to CCaaS. 

We show you how CCasS can tailor to your needs to help you streamline your customer services. 

Let’s kick things off by tackling the burning question – what exactly is CCaaS? 

What is Contact Centre as a Service (CCaaS)? 

CCaaS is a software solution that lets you manage customer interactions over various channels. It’s a central point that your business can use. 

Instead of investing in your own contact centre, you can rent it from a service provider. 

You pay them a small amount to let you use their software.

CCaaS is a significant upgrade from your traditional call centre. 

You streamline customer service operations with one software with less hassle, money, and effort.

Since CCaaS is a cloud-based solution, you get reporting and analytics at your fingertips.

But these aren’t the only benefits of CCaaS. Here’s how your business can benefit from a CCaaS solution.

Benefits of Contact Centre as a Service (CCaaS) for your business 

Following are some of the major advantages of using CCaaS for your business. 

1. Customer service

With CCaaS, you can address your customers’ queries at your fingertips.

It’s an all-in-one solution that simplifies customer interaction management. 

What does that look like?

You can simultaneously engage with your customers on as many communication channels as possible.

You can switch between phone, email, SMS, and webchat from a single dashboard.

This ensures you give your customers fast and seamless responses to their issues.

2. Cost saving

On-premise equipment or software needs maintenance. But with the CCaaS solution, you can reduce your IT maintenance costs.

This eliminates your worries about costly upgrades or hiring IT staff as you scale.

With CCaaS, you only pay for what you use, and upgrades happen automatically.

Its cloud-based model also reduces expenditures, thus letting you use money for other uses.

3. Scalability

Contact centre as a Service cloud-based solutions offer you flexibility in the face of unexpected events.

Think of your seasonal demand hikes and call volumes. Or your marketing campaigns and product launches.

There’s nothing that CCaaS cannot handle.

You can add and remove agents from your team as you scale up and down depending on demand.

The ability to scale up on a dime means short call hold times for your customers when demand gets high.

4. Flexibility

CCaaS solutions such as TelebuHub bring flexibility to your business. 

Think of CCaaS as a pair of adjustable running shoes for an athlete. 

You can customise your CCaaS software to meet your specific needs, like how an athlete adjusts their running shoes.

You can access all the contact centre services through the same CCaaS provider.

Another great thing about CCaaS is that its cloud computing enables your agents to work remotely. 

Your agents can connect with your customers via phone, chat, or video conferencing.

So, even while working remotely, your agents can fully enjoy all the CCaaS solution’s features. 

What are the main features of CCaaS? 

You can improve your customer service and overall customer experience by utilising these features of the CCaaS solution:

• Multi-channel communication: Customers can contact your business through their preferred channels, such as phone, email, chat, or social media.
• Automatic call distribution (ACD): No more burden on a few agents. The incoming calls get distributed evenly among your available agents. 
• Interactive voice response (IVR): Your customers get help through the IVR system’s automated responses to resolve their problems instantly. 
• Call recording and analytics: Your business can record and analyse customer calls, learning more about their behaviour and ways to improve interactions. 
• Real-time reporting: Your business can monitor agent performance and customer satisfaction in real-time.
• CRM integration: CCaaS can work with other business applications, helping you get relevant customer information easily.
• Customisable dashboards: You can customise your dashboards so they work well for your team and contact centre. 

CCaaS not only improves your customer experience but also makes your agents efficient. 

But if your ultimate goal is to improve your team’s internal communication, then you should consider Unified Communications as a Service (UCaaS). 

How exactly is UCaaS different from CCaaS?

Let’s find out.

Difference between UCaaS and CCaaS

Contact Center as a Service and Unified Communications as a Service are both cloud-based solutions.

However, CCaaS only serves customer-centred communication. It focuses on communication related to sales and customer support.

On the other hand, UCaaS handles internal communication among employees for collaboration.

Both services offer phone calls, email, chat, and social media as communication channels.

So, UCaaS is more suitable if your priority is improving internal communication and team collaboration.  

But if enhancing customer interactions and support is crucial, CCaaS is the way to go.

Investing in CCaaS might be the obvious decision, as your business can thrive by improving customer services. 

So, how do you know which CCaaS provider best matches your business?

How to choose the right CCaaS solution

To pick the best CCaaS provider for your business, you must look out for certain features and capabilities:

• Cloud-based service: A cloud-based CCaaS means you don’t need hardware or software in your office. It’s also easy to change or add features when you need to.
• Workforce optimisation: Look for a CCaaS with tools to help you plan how many agents you need and when. This way, your agents can be available when your customers need them.

• Multi-channel communications: Your CCaaS should allow customers to reach you through different means. It should have channels like web chat, email, and text messages so your agents can see what the customer needs and fix it quickly.
• CRM integration: Ensure your CCaaS works with your CRM tool. With this, you can see a customer’s history and preferences. This will help you give them better service.

Not only do your customers deserve the best, but so does your business. 

So, choose the best call centre software for your business wisely.  

Improve your customer interactions with TelebuHub 

TelebuHub is a complete, single-window Contact Center as a Service (CCaaS) solution. 

It lets you host inbound, outbound, or blended contact centres and is a hub for end-to-end customer communication. 

TelebuHub gives you access to an inbuilt CRM, ticket management system, advanced analytics, and reports. 

Get a free demo to experience how TelebuHub can improve your customer interactions, or sign up for free now.  

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You should also read:

• Contact Center vs. Call Center: The Most Important Differences
• 7 Must-Have Features to Look For in Call/Contact Center Software
• Inbound vs. Outbound Call/Contact Centre: Unique Differences You Need to Know
• 6 Emerging Trends in Digital Communication to Watch Out For