How CCaaS is changing the contact centre industry
Many years ago, contact centre technology consisted of on-premise software systems requiring expensive services, computers and so on to enable call centres to handle large volumes of calls from customers and provide critical functions like call queuing, skills-based routing and so on.
But now there is a new solution! Contact Centre as a Service (CCaaS) enables call centre practitioners to access call centre technology in the 'cloud' reducing or eliminating the need for on-site equipment. The CCaaS vendors essentially provide the call centre software as a service, meaning the call centre manager only needs to worry about providing a great customer experience while the CCaaS vendor provides and maintains all the software in the cloud.
Moving your call centre to a CCaaS service also delivers a number of benefits including cost savings and the ability to access powerful call centre features like IVRs, analytics, ACD, Call Queueing, Automatic Call Back, Coaching, Call Recording and so on as well as easy integrations with other online business tools such as Salesforce, Zendesk, Shopify etc improving efficiency and the customer experience.
It's also easy to scale up and down with most CCaaS vendors offering per month per agent commercial models with the added advantage of fast implementation, easy updates and a much lower effort to manage over traditional models. There's also little to no upfront investment meaning there is no CAPEX budget required and most CCaaS models run as an OPEX model.
Like to learn more about Contact Centre Technology?
If you aren't sure about the right call centre technology solution for your business read our free Contact Centre Technology Guide.
Or, try the free industry service provided by the Australian Customer Experience Professionals Association (ACXPA) that helps you find and connect to technology suppliers that can meet your requirements.
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