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Cloud Contact Center: Fast forward to the future of CCaaS

-- What is CCaaS and what does it mean for your contact center?

2018-05-11 09:35:01 Author: Source:CTI ForumComment:0  Click:


CTI Forum (ctiforum.com) (Compile / Lao Qin): Modern contact centers face several different challenges in the "customer first" market. Agents in the contact center not only need to handle more diverse communication channels than ever before, but also need to ensure that they provide the same consistent experience in each channel. After all, 98% of Americans will replace equipment in the same day. They want you to be prepared for them.
Cloud Contact Center: Fast forward to the future of CCaaS
Fast forward to the future of CCaaS
Since customer experience is ultimately differentiated, 2018 may become a key turning point for many contact centers - they need to go beyond traditional customer communication methods and consider the versatility and scalability of the cloud. 88% of professionals predict that by 2020, digital liaison will exceed voice, and cloud computing strategy may be the only way to fully adopt multi-channel approach to satisfy customer satisfaction.
Cloud Contact Center in the Customer Experience Age
In recent years, "Customer Experience (CX)" has become a fashionable word - this is nothing new for the contact center. In fact, the holy grail of the contact center has been the ability to predict customer needs and improve end-user satisfaction. With the formation of the vague future of brand communication, it is clear that the cloud may be the core mechanism for providing comprehensive interactive strategies so that it can keep up with customer fluctuations.
Because traditional contact centers struggle to keep up with consumer demand for better connection paths, cloud contact centers can plug in new technologies such as Internet of Things (IoT), social analytics, artificial intelligence, and mobile chat.
Take CCaaS into the Cloud
CCaaS is a cloud-based solution that today's companies can use to develop the natural flexibility of cloud environments. Today's enterprises are discovering new ways to improve the overall customer experience while minimizing investment costs. The benefits of CCaaS include:
  • Scalability and flexibility:The traditional contact center was designed to accommodate the "approximate" customer interactions expected by the company. On the other hand, CCaaS allows companies to operate in a more flexible manner, adding or removing features quickly to meet budgetary requirements and the expected surge in numbers.
  • saving cost:CCaaS helped to shift the financial burden of the contact center from the traditional CapEx model to the OpEX model. In other words, you get a contact center technology that you pay for.
  • Simplify IT:The SaaS solution ensures that the network, bandwidth, and communications services can meet the changing needs of the business during rapid changes. Cloud service centers can save time and allow companies to focus on innovation.
Does the modern contact center belong to the cloud?
Today's companies are beginning to discover the benefits of cloud and "as a service (aaS)" technology because they are pursuing more flexible models that can improve service quality and responsiveness. With CCaaS solutions, companies can obtain more robust, more economical, and more flexible multi-channel connectivity solutions.
According to many vendors, such as 8×8, Cisco, and Avaya, the cloud may be the only way. Tomorrow's contact center can help companies find a real balance between end-user requirements and business agility requirements.
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[Disclaimer] This article only represents the author's own opinion and has nothing to do with the CTI Forum. The CTI Forum maintains its neutrality in the presentation of statements and opinions, and does not provide any express or implied warranty for the accuracy, reliability or completeness of the contents contained therein. Readers are for reference only, and please bear full responsibility for yourself.
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