Contact Center as a Service

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 For any business, regardless of size or industry, the contact center is one of the most important departments, since it serves as a central hub of communication between the company and its clients. An advanced, high-quality contact center solution can boost your ability to quickly and efficiently address customer questions and issues. At a time when businesses increasingly compete based on customer experience, choosing the right contact center platform can make all the difference when it comes to standing out from the crowd, closing deals, keeping clients happy and overall meeting your business goals.

 The new wave of CCaaS technology in contact centers gives you the freedom to:

• Effectively manage remote teams with collaboration tools such as team messaging and video
• Interact with customers through their preferred channel--on the phone or through chat, SMS, social, in-app messaging, to deliver a unified customer experience
• Use real-time and historical dashboard monitoring for analyzing call history, activities, interaction volume, and patterns for quick root cause analysis
• Take advantage of artificial intelligence with open APIs that integrate with leading AI engines, natural language platforms, and machine learning technology
• Boost workforce optimization via tighter scheduling, quality management and speech analytics
• Take advantage of ready-to-use contact center integrations, with open APIs with CRM applications

Wait, this all seems to line up with UCaaS...What's the difference?

Unified communications as a service (UCaaS) and CCaaS work hand-in-hand. But they're typically purchased by separate departments and used for different purposes. CCaaS offerings enable multi-channel communication via a single cloud-based platform. Where UCaaS is more apt for internal collaboration, CCaaS is designed for customer communication.