Three Ways to Access Contact Center as a Service

Contact Center as a Service is a way to gain cost savings while introducing rich features that improve the customer experience and improve productivity for your agents. Integrating time-saving and convenient tools allows agents to access information without toggling between various applications and platforms.

Sometimes called CCaaS, contact center as a service is a cloud-based technology, purchased through a subscription-based model, that is scalable as your business grows. It offers considerable benefits, such as forward-facing technology that will continue to take advantage of emerging trends that help maintain your competitive edge with superior customer experiences.

As you consider CCaaS options, you may find it difficult to determine how best to purchase the solution. Here are the three main options and what type of business is the best fit for each:

Direct From Provider: The main benefit of this option is that it eliminates the middleman. Most providers have a direct option, and some offer a self-service model that allows you to simply pay online and put on your headset. This is an efficient way to begin using CCaaS, but don’t assume that it is the most cost-effective approach as there is often important value added with a middle man.

This option might be ideal if … you have a small organization of fewer than 50 agents and your internal staff has experience with contact center features and management.

Agents and Resellers: Providers generally have a channel partner network assisting customers as they evaluate their needs to select and implement the right solution. In some cases, those channel partners also offer ongoing support. The provider may have sales agents as well as resellers, and these may eventually transition to making your company a direct customer after walking you through implementation.

An emerging option is the use of application developers who create embedded CCaaS capabilities into your business application.

This option might be ideal if … your company needs guidance in the selection process, assistance during implementation, or ongoing support. It also may be the right fit if you are a small or mid-size contact center with a little more complexity to your needs.

Large System Integrators (SIs): Large SIs include the contact center as an integrated part of a larger initiative that includes infrastructure upgrades, cloud migration, and overall digital transformation strategies. Large SIs oversee vast implementations, utilizing their consultants and technicians for large-scale initiatives.

This option might be ideal if … you have a large, multi-regional enterprise with more than 2,000 agents and sophisticated, complex needs.

Contact center as a service provides the features and convenience your business needs to offer a superior customer experience and improve employee satisfaction with streamlined, user-friendly design. Contact us at One Connect for more information about how to evaluate CCaaS options to find the right one for you.