According to Gartner, by 2022, contact center as a service (CCaaS) will be the preferred adoption model in 50% of contact centers, up from approximately 10% in 2019. Organizations are moving to the cloud at an astounding rate, and it’s easy to see why. The cloud is highly scalable, flexible, evergreen, and has feature-set pricing – very different to previous, on-premise solutions.
CCaaS is steadily on its way to becoming the option of choice for meeting customer expectations – but it’s easy to choose the wrong one. We round up some of the things you should look for when choosing the perfect solution for your organization.
Integrations: Do you need a range of off-the-shelf integrations, such as for varying configurations of Salesforce, or bespoke integrations with legacy infrastructure and databases? Leading CCaaS solutions ensure that everything, from new applications to third-party systems, are seamlessly unified on a single interface. What’s more, reporting can be done across all estates and viewed on a single screen. Managing multiple premises-based platforms is a thing of the past.
Intelligent automation: AI can be seamlessly integrated into CCaaS solutions, opening up a wealth of opportunities for boosting customer engagement. Repetitive tasks can be automated with AI, which gives agents more time to handle more complex inquiries. Chatbots ensure that customers always have information instantly available, and Natural Language Processing (NLP) uses AI to transcribe text automatically. Look for a CCaaS provider with experience in AI, who can navigate the possible pitfalls with ease.
Reporting: Leading CCaaS solutions simplify vast, complex estates, pulling out insights from disparate sources of data. This gives you the time to act on exciting insights, instead of spending hours gathering them. As well as viewing everything on a single screen, organizations have end-to-end visibility of every interaction through real-time and historic reporting. Tracking trends, identifying training gaps and ensuring compliance in all interactions is the key to enhanced customer experience and agent performance.
WFO: For an efficient, effective contact center, workforce optimization is needed. Smart scheduling enhances agent experience by taking breaks, wrap-time and hold-time into account to boost efficiency, without leading to over-work. Quality Management can unlock insights into productivity through analyzing trends from one interface. This cannot be disconnected from the rest of the contact center, and CCaaS solutions that provide rich integration will allow you to reap the full benefits of WFM.
CCaaS is the answer to many problems, not least adapting to changing customer expectations and boosting agent performance. But not any solution will do – choose the right one to fit the needs of your organization and unlock your full potential.
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Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Drew Kraus, Simon Harrison, 16 October 2019.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.