What is a Contact Centre/CCaaS (Contact Centre as a Service)?
A contact centre, traditionally referred to as a call centre (but now with far more channels) is a centralised platform where a business’ customer interactions are managed. These interactions can take place through various communications channels, such as phone calls, emails, live chats, social media and messaging apps including SMS. And because an omnichannel contact centre can be hosted in the cloud, your agents can be based anywhere and still provide an optimised customer experience.
Enhancing the Customer Experience through an improved journey
The primary purpose of a contact centre is to provide customers with a convenient and efficient way to interact with a business, address their concerns and receive support. A well-designed contact centre will improve customer satisfaction, build customer loyalty, and increase revenue. Espria works with some of the leading contact centre providers to support the SMB and mid-market with bespoke CCaaS solutions, ensuring your customers get to the best qualified person and gain the right support quickly.
Adding value to your business
The value of a business’ contact centre can be significant:
Flexibility and Scalability
CCaaS easily adapts to changing business needs by accommodating fluctuations in call volumes, adding or removing agents as required, and supporting new communications channels
CCaaS means your business only pays for the features and services required, with the option to scale up or down
Improved Customer Experience
CCaaS provides a seamless, personalised customer experience by enabling agents to access customer information across various channels and respond quickly to inquiries, thus supporting customer retention and positive reviews or feedback
CCaaS solutions improve agent productivity by giving real-time data, analytics and automation of routine tasks, which enables them to handle multiple interactions simultaneously
Access to Advanced Features
CCaaS features such as predictive analytics, artificial intelligence, and voice recognition, enhance the customer experience and improve operational efficiency
CCaaS solutions provide enhanced security measures, such as encryption and secure data storage, to protect customer data and prevent security breaches
Enabling your customers with self-serving options frees up your agents to spend more time communicating with your customers agent reliant engagements.
If you want to improve customer service and drive growth, talk to one of our Solutions Architects today about designing and building the right contact centre tool for your business.
Whether its Salesforce, Dynamics, Zoho or any other CRM, Contact Centre solutions can integrate giving your agents and your customers the best, personalised experience.
The analytical tools available with CCaaS tools will allow you to gain valuable insights to improve operational efficiency, optimise team deployment and monitor your customer’s journey.
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