LiveVox : What is Contact Center as a Service (CCaaS)? Your 2 Minute Guide

CCaaS stands for Contact Center as a Service and is a cloud-based service that integrates software for the contact center. This is in place of on-premise services and is a great option for modern-day contact centers looking to scale up operations.

Traditionally, contact centers were completely onsite and required software to be downloaded onto individual computers, often to great costs. Before cloud-based services, on-site costs could be very high with one-time costs averaging around $700K and annual, ongoing costs adding up to about $337K.

What is CCaaS?

A CCaaS model allows businesses to only purchase the technology that they need and simplifies contact center technology. It brings together all the software necessary to run a contact center, such as advanced interactive voice response (IVR), automatic call distribution (ACD), computer telephony integration (CTI), workforce optimization (call monitoring, quality management, customer satisfaction surveys, etc.), automation and artificial intelligence (AI), analytics, and communication channels (email, text, chat, and social media).

CCaaS is much more cost-effective, as the global contact center software market size is expected to grow from $24.1 billion in 2020 to $75.5 billion by 2026, at a compound annual growth rate of 20.9%.

Why should companies invest in CCaaS?

Gartner predicts that by 2022, about 50% of contact center providers will choose Contact Center as a Service, which is a significant increase from 10% in 2019.

Any business can benefit from a CCaaS model and there are some great options out there, like LiveVox's CCaaS 2.0, which offers omnichannel, WFO, analytics, and AI to give you a powerful command center to completely control your contact center performance.

What benefits does CcaaS offer for customer experience?

Businesses that go with CCaaS can achieve a great deal. A major positive aspect is the ability to better support all remote staff. Remote work already existed before the pandemic, but obviously increased exponentially during the pandemic and is quickly becoming a new norm. Since this is a cloud-based service then people can access the technology from anywhere, which can also lead to a reduction in real estate and power costs. With team messaging and video, you can still easily collaborate with remote workers and manage them from somewhere else.

Improved service and flexibility

You can also boost work optimization for a more productive workforce. Speech analytics is built into the system and monitors calls so that you are able to be altered when there are problems like agents going off script or call times are too long. Quality assurance can track the number of calls received, how many are abandoned, and when agents are not performing well. You can review data from CSAT scores and agent scorecards to learn where you need to focus your time and energy.

CCaaS can make work easier

It also makes agents' work easier and more streamlined. Desktops are organized in a way that agents have access to everything through a single interface and they can view customers' history in order to provide better service across all channels.

The customer experience is improved, as well, and this is always the ultimate goal of any contact center. By providing access to multiple communication channels, customers have the opportunity to connect through their preferred medium. Plenty of people have an aversion to talking on the phone so email or online chat may be a better form of communication for them. Plus they can also fill out surveys and other forms of feedback that let contact center's know how to improve, which is all to the customer's benefit.

There is so much more that CCaaS can do, such as reduce IT staffing, streamline billing, reduce downtime, perform maintenance and updates at no additional costs, ensure security and compliance, and allow for continuous innovation. Of course, different software companies offer different systems built into their CCaaS platforms, so you will need to shop around to find the one that fits your company the best.