Staying current with digitally transformative products and services is essential in today's competitive business environment. The customer service sector is no exception, as the demand for more diverse and efficient solutions continues to increase. For this reason, businesses are embracing innovative products that are revolutionizing customer interactions. Contact Center as a Service, or CCaaS, is one solution that offers your clients an entirely new approach to delivering efficient service while reducing communication costs.
The CCaaS industry is expected to reach $19.8 billion by 2031, a 16.8 percent annual growth rate. On this track, the market will double in size by 2027. CCaaS' flexibility, scalability, and cloud economics will continue to be in demand for the long term. Whether your client is a small business looking for an introductory call center solution or a larger enterprise with complex omnichannel requirements, resellers who choose the right partner can provide a range of options to meet their clients’ needs.
What is CCaaS?
CCaaS is an advanced solution that enables businesses to manage contact center software applications in the cloud. Providers host the center's operations and offer solutions such as agent routing, chat, messaging, incoming call management, and other features. This strategy frees companies from traditional call center management responsibilities, allowing them to focus on other pertinent day-to-day matters.
CCaaS differs from another cloud-based service called Unified Communications as a Service (UCaaS). While CCaaS connects agents to outside customers, UCaaS connects employees within the organization. UCaaS is routinely used to replace traditional PBX phone systems within the company. So how can your customers benefit from CCaaS, and why should you add it to the service offerings?
CCaaS Improves Customer Encounters
As with other cloud-based technologies, CCaaS exceeds most on-premise services in terms of reliability and cost-effectiveness. By reselling this technology, you provide your clients with an omnichannel approach with the following benefits:
- Customers can contact agents immediately through several avenues, such as live messaging, social media, email, and voice calls. These channels decrease response times and allow customers to select the most convenient method to contact agents. Conversations can be started on one track and seamlessly continued on another, providing continuity in service. These channels ensure assistance is available 24/7.
- Efficient data integration of all channels ensures agents have the most up-to-date information on customer statuses. Real-time customer sentiment, service history, and account information are accessible to all agents.
- The resulting positive customer experience boosts brand loyalty, encouraging repeat business.
- Customers experiencing positive outcomes due to the omnichannel approach are more likely to refer others to the company.
- Agents have access to powerful tools to respond to customer inquiries more efficiently.
- Management can monitor analytics across all channels for actionable insights and make immediate improvements to elevate the customer service experience.
CCaaS Benefits Agents
In addition to improving the customer experience, CCaaS also benefits contact agents. With the ability to access the service from any location, CCaaS enables companies to employ agents remotely and provide them with flex-time for improved work-life balance. These choices can improve employee morale as well as increase productivity.
CCaaS also automates many repetitive tasks, resulting in greater work efficiency. The time saved allows agents to focus on more complex customer matters and receive additional training to enhance their skills.
CCaaS is Cost-Effective
To stay profitable, your clients continually seek cost-effective solutions while providing exceptional service. By implementing CCaaS, they can realize cost savings in the following ways:
- No high upfront costs for hardware and telecommunications equipment.
- Reduced energy costs from the elimination of in-house hardware.
- No costly hardware maintenance issues (since the service is in the cloud).
- Elimination of time-consuming software upgrades that contribute to increased downtime.
- No unexpected licensing fees.
- Reduced IT staffing costs as fewer on-site technical support employees are needed.
- Redundancy ensures there are no costly service interruptions from connectivity issues. Communications are re-routed to minimize downtime.
CCaaS For the Present and Future
Today's customer contact centers play a vital role in many companies. Without an efficient customer service solution, a business's reputation can be negatively impacted and lead to substantial financial loss.
By introducing your clients to CCaaS, you can help streamline their customer contact processes with artificial intelligence-enabled automation, reduced communication costs, and improved customer experiences. At the same time, you can add a new revenue stream to your own business and build your brand with little additional effort—the right partner will provide everything you need for success.
Many of today's larger businesses can benefit from a combination of CCaaS-UCaaS solutions to align their internal and external communications. Both technologies provide increased efficiency, enhanced collaboration, improved data management, and reduced costs when implemented together.
At SkySwitch, we can help your clients modernize their communications infrastructure with our innovative products and features. Contact us to learn about our comprehensive reseller program and see how both you and your clients can benefit, starting today.
