The classic contact centers were confined to a box of limitations affecting customizability and ease of deployment. Businesses were using premise-based contact centers that offer the freedom to customize but at a high cost. Meanwhile, exponential customer experience and changes in deployment require costly professional services, which would take months (or years). In contrast, cloud-based contact centers provide quick deployment with a choice of customizability.
Moreover, it offers different options like UCaaS, CCaaS, and CPaaS. It is a responsibility of a business with a huge customer base to evolve the technology and solution for convenience. Cloud contact centers give your business:
If you are exploring cloud contact center technology then begin with the options. Also, demystify the acronyms you often see in contact center jargon. And in the last 20 years, UCaaS, CCaaS, and CPaaS turned out to be the most demanding technologies for organizations.
Let’s explore and take a closer look at these services.
UCaaS stands for Unified Communications as a Service. The solution streamlines and integrates communication channels, including voice, conferencing, SMS, and chat applications. It is a cloud-backed solution hosted by a provider, allowing agents to access everything via the internet. It eradicates the need to set up any of your own infrastructures, encompassing flexibility to the business of all choices.
The unified communication model supports six communication functions:
The platform is becoming popular as consumers want to reach companies in their preferred medium. So, now companies are incorporating a solution that supports customers and teams (to manage multiple streams from one interface).
CCaaS stands for Contact Center as a Service built on APIs (application programming interfaces). Moreover, it is a software deployment model or business communications technology operated by a vendor, which eliminates the burden of maintaining IT, integrations, and other support costs. Businesses get access to the provider’s contact center solution on a pay-per-service pricing model or subscription basis. You can integrate features as-needed and avoid being charged extra.
The solution evolves alongside your business needs and comes with features like:
CCaaS’s main goal is to offer flexibility and scalability to businesses. The advanced features support providing a better customer experience. Moreover, the agents can access more tools and data to satisfy customers without toggling back and forth between multiple applications.
SaaS stands for Software as a Service. It allows users to connect and utilize cloud-based applications over the internet. SaaS applications are sometimes known by different names like web-based, on-demand, or hosted software. Users can use SaaS applications (rent the use of the application) from any compatible device over the internet. The solution ensures the availability and security of the app and data.
If you have used a web-based email service then you already have used a form of SaaS. For organizational use, there are productivity apps such as:
With SaaS, organizations can quickly start running the app at a minimal upfront cost. It is not just cost-efficient but also increases efficiency. There are more benefits that SaaS offers:
All these three technologies have emerged in the last 20 years to serve customers’ demands. The solutions enable organizations to reach customers conveniently for sales or support. The technologies turned out to be a huge trend after 2020 (Coronavirus) as the world adjusted to remote workforces and constantly changing conditions.
Although UCaaS, CCaaS, and SaaS serve different functions, there are several common benefits. Some of them are:
Cloud-based applications enable the smooth functioning of call centers and contacts. Moreover, it has emerged as an effective solution to growing business while keeping costs reasonable. Service providers like Sarv help users and free them from the burden of installing, maintaining, and powering any solution. The trend and comfort will keep on growing with technology.
Are you ready to incorporate a customizable solution? Connect with experts in Sarv today!