CCaaS solutions with advanced call routing and interactions IVR customisation

Offering the best customer experience is the key to business success. However, you don’t have to maintain an on-site contact Centre with multiple wiring. Instead, choose the best alternative, CCaaS or Contact Centre as a service solution.

As companies increasingly adopt Cloud Computing as a Service (CCaaS), data migration becomes essential for transitioning data and applications to cloud environments. This process enables scalable storage, cost efficiency, and robust security.

As per studies, consumers are increasingly self-sufficient and prefer to use self-service platforms such as live chat and chatbots instead of contacting customer service. Let’s know the main advantages that you should look for when adopting the cloud-based solution.

Features of Contact Centre as a Service solution (CCaaS)

Some well-known features included in CCaaS are:

• IVR: Interactive voice response that directs callers to the appropriate agents who can handle the customer’s inquiry quickly and efficiently.

• Advanced call analysis: Provides information that helps you better plan your workforce

• Call recording: Calls can be recorded and listened to for quality control or used for future training.

• Monitoring and coaching: Contact Centre as a Service software solution allows managers to listen to calls and coach agents in real-time.

• ACD: Automatic Contact Distributor or ACD is a skills-based advanced call routing technology that manages omnichannel customer interaction by offering the agent consolidated customer context in a single dashboard.

• Predictive dialer: Saves time without having to type an entire phone number.

For example, Tata Communications' InstaCC™ offers a rich array of features to enhance your operations. With support for advanced voice codecs like Opus, you'll enjoy crystal-clear audio quality without straining your bandwidth. The platform seamlessly integrates with your existing systems, ensuring a smooth transition and minimal disruption.

Advantages of CCaaS (Contact Centre as a Service)

A few advantages of CCaaS include the following:

• Business continuity: Cloud-based CCaaS solutions can ensure uninterrupted continuity of your business even in the event of a natural disaster. The platform makes this possible by giving you access to information stored online anytime, anywhere.

• Scalability: Companies change constantly. Add or reduce more features to meet your needs at any time.

• Updated technology: To cope with the ever-changing technology landscape, frequent updates are designed and deployed.

• Secure data: A reputable solution provider adheres to national and international compliance laws, and your data will be safer.

What are the types of CCaaS?

CCaaS can essentially be divided into two sections:

Omnichannel contact centre

An omnichannel contact centre is designed to engage with consumers via any customer support channel that they desire. Platforms include email, live chat, phone, social media, etc. The technology implemented in the contact centre ensures that a customer does not have to repeat themselves every time they change channels. Information shared through omnichannel about a specific query will be accessible to agents in a single dashboard.

Cloud-based contact centre

This type of contact centre can be managed and hosted in an external data centre. The hosted data centre can handle all inbound and outbound customer contacts. They also let you communicate with customers via email, phone, social media, and the internet. At Tata Communications, you can seamlessly add new agents and make a new contact centre team utilising the web management panel, rather than waiting for the provider to do it for you.

How does CCaaS software work?

By definition, CCaaS software runs in the cloud. It does not necessarily require installation for use. In other words, it can be accessed from the web using a standard browser. The best CCaaS is also available on mobile (Android and iOS), and some can even be installed directly on computers (Windows, MacOS, and Linux).

To use a CCaaS, the company contracts a monthly or annual subscription with a provider. The software is then configured. This is relatively faster compared to traditional communication systems and is usually done in close collaboration with the provider. Since the solution is web-based, it does not require significant investments in hardware.

Configuration consists of assigning a line and a privilege level to each user. In the event of a change in staff, the company can easily manage new user onboarding, number portability requests, and line assignments directly from their (administrator) account.

CCaaS trends: The evolution of call centres in the cloud

The adoption of a Contact Centre as a Service solution (CCaaS) is no longer optional; it’s a necessity for modern businesses. It offers a scalable and flexible platform that empowers organisations to connect with their customers seamlessly.

1. Artificial Intelligence (AI)

AI has made it possible for human capabilities to be realised through software cheaply and on a large scale. Its impact has been so massive that 55% of organisations have begun investing in it, according to Gartner research.

What’s more, the pandemic has not been proven to stop or even delay the development of AI, and 50% of companies plan to invest more in it. Additionally, AI-powered call centre technologies such as natural language processing (NLP), chatbots, and machine learning (ML) will become the pinnacle of productivity within 2 to 5 years, leading to the following use cases being more functional

• Intelligent call advanced call routing: Artificial Intelligence will be able to determine the services that best suit the customer’s profile according to their communication history and, consequently, route their call to an agent.
• Multi-channel support: AI-powered support systems will become complex enough to direct customers to other channels when their issues cannot be resolved with traditional approaches.

2. Advanced self-service tools

These developments are in line with Gartner’s Hype Cycle for customer service and support technologies, which identifies five solutions that will leverage the customer experience in the future: customer service analytics, engagement centres, Voice of the Customer ( VoC), virtual agents (live chat) and chatbots.

Of these technologies, chatbots are already being used to handle routine queries, automate tasks, and route complex support tasks to human agents via live chat. Live chat is one of the leading online methods of contact for customers, with 46% of them preferring it to social media and email. What’s more, these tools have also been shown to improve support team efficiency. So, it’s no surprise that CX leaders continue to increase their investments.

3. Migration to the cloud

Today, organisations are implementing cloud call centres that allow remote agents to engage consumers in the same way they did in physical centres. Migrating to the cloud will enable these companies to access the software necessary to provide customer service over the Internet as a service. This will allow support staff to access the contact centre system from any location and at any time to connect with customers. 57% of companies have already migrated or plan to migrate their customer relationship management (CRM) capabilities to the cloud.

What benefits does migration to the cloud have for call centres?

• Functionality: Emerging cloud solutions come with APIs that allow data to be synchronised with business systems such as CRM or ERP, among others, while facilitating outbound campaigns, managing users, obtaining detailed statistics, etc.

• Reduced costs: Maintaining and running legacy on-premises infrastructure is costly. Cloud Computing, in turn, presents a more straightforward solution in which there is a pay-per-use option.

• Flexibility: Cloud Computing allows you to work remotely by moving your entire workload from your local location to the cloud.

• Data security: Storing important data in the cloud is highly secure and eliminates the dangers usually associated with locating data on-premises, such as data theft, data centre damage, etc.

Conclusion

In today's fast-paced business world, your contact centre can make or break your customer experience. Without the right solution, you might face frustrations and inefficiencies that leave both your agents and customers unhappy. But here's the good news: the future of customer experience is here, and it's called InstaCC™ by Tata Communications.With its adaptive intelligence and smart integrations, your agents can handle complex calls with ease, boosting sales and customer satisfaction. Don't settle for ordinary and contact us now!