Contact Centers

Montgomery County Cloud Solution Provider > Contact Centers

Contact Centers

Overview

Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilize a contact center provider’s software. A CCaaS model allows businesses to purchase only the technology they need, reducing the need for internal IT support.

picture of a head set and keyboard for talking over the phone

Let’s Unpack That

The following definitions properly describe the tools available within CCaaS solutions.

  • ACD (Automatic Call Distribution) – Evenly distributes calls
  • AI (Artificial Intelligence) –  Is the ability of a computer to mimic human cognitive skills, chatbot, etc.
  • CRM (Customer Relationship Management) – CRM software that gives agents the 360° customer info they need to solve customer needs as quickly as possible
  • CTI (Computer Telephony Integration) – Technology that allows phone and computer to interact (i.e. screen pop)
  • Dialer – Platform/Application that automates the process of making predetermine outbound calls
  • Gamification – application of elements of game playing (point scoring, competitions, etc.) to encourage engagement and improve agent morale
  • ICR (Intelligent Call Routing) – is a term for software routing that attempts to identify the caller and direct them to an appropriate agent
  • IVR (Interactive Voice Response) – Prerecorded voice/speech prompts & menus, self-service
  • Omni-Channel – Multiple channels to include Chat, Text/SMS, Email, Video
  • Reporting & Analytics – Analyze inbound and outbound call metrics to improve conversions, including connection rates, number of contact attempts, processed leads, hold time, call duration, etc
  • Web RTC (Real Time Communication) – Technology that allows voice & video communication directly through a web browser (i.e. softphone, etc.)
  • WFO (Workforce Optimization) – Suite of tools (WFM, Recordings, Quality Mgt, Analytics, Surveys)

Why Choose Contact Centers?

 
  • Improves the Customer Experience (CX)
  • Enhances state of technology like Enhanced IVR, Omni-channel, AI & Social media
  • Reduces expenses
  • Enables Infrastructure reduction, leading to reduced maintenance charges Provides access to the fullest feature set.Enables multi-channel communication via a single cloud-based platform
  • Reduces downtime
Three people working in a contact center with head phones and computers

Why Work With Us?

 
  • We are independent and can deliver multiple options from various suppliers
  • We will learn your existing business structure and goals to properly identify solutions
  • We will develop an in-depth understanding of your existing business processes and plans for the future
  • We will research opportunities to determine the optimal CCaaS solution
  • We will research to source the optimal supplier we will implement and support the selected solution
  • After your solution is implemented, we will continue to provide support, including through excellent customer service and escalations
  • We will be reliable as an integrated piece within your organization’s ecosystem

Is Contact Centers Right for My Organization?

 

CCaaS solutions are rapidly being recognized as valuable tools and features to help modern businesses provide exceptional customer service, as indicated by the market’s expected to rise to an estimated $25 Billion by 2022. CCaaS is an ideal option for many contact centers, offering scalability as operational needs change. By providing the flexibility to pay for only the technology needed, investment is low and costs are significantly reduced while capabilities to better serve customers are expanding.

Women working on labtop

Things to Consider

 

A CCaaS solution would not be a good fit for the following:

  • If a customer has already invested money in a premise platform.
  • If a customer has already renewed their contract with the existing premise vendor.
  • Cost could be a factor. Most CCaaS seats range from $75-175 per seat/per month.
  • Some clients may not need all of the CCaaS features (i.e. Omni-channel, AI, Workforce Mgt, etc.

Frequently Asked Questions

This is one of the many benefits of a CCaaS solution. You can choose only what you need at first (i.e. You can have an IVR & ACD only, without Omni-channel or WFO).

Yes, we would be able to implement an “overlay” architecture which would allow you to keep your PBX and the CCaaS would be on top of your PBX. This is a very popular solution.

Yes, redundancy is already built in within a cloud solution. There are multiple geo data centers in place to support all types of transmissions & applications. Within the data centers there are multiple redundant servers and microservers available to support the businesses to prevent outages.

It will all depend on the existing environment (network, number of seats, business type) that is in place. However, in most cases a 45-60 day implementation time would be the average which would include planning, implementation and support.