Contact Center as a Service (CCaaS)
Contact Center as a Service (CCaaS) is a cloud-focused customer experience approach that allows organizations to use a contact Centre provider’s apps. A CCaaS model helps companies to only procure the technology they need, thus reducing the need for internal IT assistance.
CCaaS is an perfect solution for many contact Centre’s, offering scalability as organizational needs change. Investment is low and expenses are significantly reduced by providing the opportunity to pay for only the requisite technology, while enhancing the ability to best serve customers. Via programme such as CCaaS, contact Centre’s may provide access to a wider degree of communication across the enterprise.
Access to a wealth of data allows agents to better and faster portray clients, from the integration of existing information databases (customer profiles, call logs, purchase trends, etc.) to business CRM applications.
CCaaS also enables secure online payments through integration with bank websites and bank mobile applications.
#01 CCAAS Solution
Businesses’ Integrated Voice Response (IVR) System
Interactive Voice Response is a technology that allows a pre-recorded voice to communicate with humans via voice and DTMF tone input through the keyboard. That is, the voice on the other end, when you call, will be computer-generated. You may use your phone’s keyboard to construct a certain outcome.
Types of IVR Levels
Single-level IVR: This is the easiest IVR form. You can only add a single layer of IVR for this form to your call flow. Single Level IVR is ideal for simple use cases where one input is sufficient to attach an agent or trigger a message.
Multi-level IVR: Multi-level IVR inside an IVR may be viewed as an IVR. It’s always unmanageable to construct an IVR menu with a 0-9 prompt. In this case, you can use several layers of IVR in your call flow to streamline the workflow.
How have businesses historically used IVR?
You will determine what your clients are listening to. Say, for example, for the first time someone is calling, then you can play a greeting that varies from when a person calls the second or third time. Personalization is important because it allows the customer to listen to more relevant data.
IVR systems can be used as an efficient channel to obtain valuable consumer input that can then be used to enhance the customer experience.
Be open after hours
Not all businesses have 24-to-7 customer service. IVRs can assist in situations like these. Simply set up a greeting that states that your office is closed and that your working hours are also listed. During your business hours, this will help clients call back.
This strategy helps the user to pay for services made available using their cell phones. Nearly every division has used IVR for payments at some point, from ordering movie tickets to home delivery.
Cash on receipt of delivery
If not checked, cash on delivery orders incur huge expenses for businesses. Companies also use a simple IVR system that guarantees that the customer verifies the order before it goes out for delivery. For the business at stake, this saves time, money and human capital.
Local touch for languages
One of the most basic uses of IVR is a device that is fully automated. Without having to employ people who speak all these different languages, it is the best way to communicate with people of all languages.
Better client experience
Our Smart IVR role ensures that your clients talk to the right individual who can assist them with what they are looking for. The simpler it is for your clients to get linked to the right person, the happier your client will be.
Automated check for the status of orders
With IVR, all a customer has to do is call the company’s provided number, punch his user ID, and he gets his order status. This makes it possible for the client to escape human interference, thus reducing the need for additional manpower.
There are now simplified processes in place of integrated IVR systems. For all mundane tasks, the organization is now able to have a mechanism in place so that the employees can concentrate on other main activities.
Data analytics tools are becoming more and more refined with the explosion of Internet use, and contact Centre’s must now use analytical tools to better understand consumer feedback and needs of order to predict customer behavior. Although all contact Centre’s use real-time reporting and analytics to assess and enhance the efficiency of agents, in order to recognize consumer needs, there is also a shift towards integrating voice, chat and text analytics.
By making data important, simple to access and actionable to drive meaningful changes and understand the omnichannel experience clients get, it transforms insights into performance. Interaction analytics, reporting and performance management are included in these solutions. As businesses continue to realize the importance of connectivity and technology “as a service” solutions, CCaaS is gaining momentum as one of the most common avenues for growth. As businesses continue their digital transformation routes to the cloud, the market for CCaaS has been gradually rising.
The Contact Center as a Service (CCaaS) platform offers opportunities to enhance the efficiency of any customer Centre agent on your team, either directly or indirectly.
Flexible work has now become the new standard and has expanded by 173 percent since 2005 globally. 77% of remote workers indicated that they were more effective while working away from the workplace, according to one survey. In the same research, remote workers have reported that they get 30 percent more completed in less time.
- Less Stress
- Work-Balance Life
- Enhance Morale
- Higher Cost Overhead
- Remove Limits for Regional Hiring
CCaaS is a software solution that facilitates cloud-based customer service, exceeding on-premise vendor capabilities. This means delivering services such as automated call distribution (ACD), interactive voice response (IVR), and KPI and agent call behavior monitoring analytics.
A device that automatically calls predefined customer lists and plays advertising messages, reminders, or one-time passwords (OTP) is an outbound dialer. Within minutes, our team allows you to select your sender, receiver and transmit your voice message. We give you the option to upload a file that includes the list of numbers that our abundantly welcoming solution would call you. In addition, you can explore and evaluate the success of your campaign using our comprehensive reporting facility.
How it works?
- Outbound Dialer is usually a call made to the client during which a voice prompt is played.
- The audio message to be transmitted, along with the number list, is created and uploaded as an audio file.
- The machine dials the list of numbers automatically and plays the captured audio.
- In the database, the machine then updates the status of calls.
- In addition, within the specified time frame, the system re-dials unresponded calls at the scheduled time.
Your advisors are able to see the next call in the queue with a preview dialer at the end of a call. When to make the call is up to them and they might even be able to skip to the next name on the list. In order to maximize the chances of success, this can be perfect for more complicated sales where a bit of study is needed between calls.
A progressive dialer eliminates the option of when your advisors will make the next call. The device automatically dials the next number on the list upon completing the previous call (or switching from ‘Wrap-up’ to ‘Go ready’). This reduces the wait time between calls and can greatly increase efficiency.
This is perfect where the calls in nature are somewhat similar and advisors benefit from making the next call for them tee up the machine.
The predictive dialer is the most intensive solution. Although calls are made with the progressive dialer as soon as advisors are available, many of those calls incur a long ring period, are engaged or reach an answer-phone, all wasted time with an end-of-line advisor.
The predictive dialer predicts that as soon as they are open, a percentage of calls will be unsuccessful and thus over-dials that link ‘live’ calls to the advisors.
Usually, predictive dialers are used in very high-volume low margin outbound contact Centre’s where advisor productivity and cost per call are paramount, seconds matter
Similar to how CCaaS can unify teams, It can also help integrate workflows used by teams. For example, a workflow that takes caller ID information and routes the call from a specific customer to the correct sales department could be created. And, because the call is routing, the CCaaS solution activates an API that interfaces with the ERP framework of the organization to show the last order of the buyer and related customer information.
CCaaS products like Cisco WebEx Board are another example of the effect CCaaS can have on unifying workflows. This item is a comprehensive solution that incorporates wireless presentation, interactive whiteboards and one-touch device accessible conferencing. Integrating these types of communication instruments into everyday operations increases the productivity of teams, resulting in streamlined workflows contributing to business prosperity.
Our Quality Management Tools will help to add clarity to the rapidly shifting marketplace of CCaaS (Contact Center as a Service) to ensure that you get the best solution for your particular needs. Quality Management is an easy-to-use, fully featured quality control solution that allows customer and agent experience to be improved by operations. This offering involves screen and call recording, agent self-evaluations, automated reviews and job flows with an agent-centric approach, all of which provide an efficient balance between organizational requirements and agent empowerment.
Quality Management Features
- Improve the experience of clients
- Enhance the experience of agents
- Ensure the systems run
- Manage it all in one place
AI for Sentiment Analysis
The study of computational sentiment is extracted from a written text using the writer’s (whether positive, negative, or neutral) attitude towards the topic of the text. This method of research is useful for individuals engaging in marketing and communication because it helps them to understand what buyers and customers think of a product or service and then react accordingly (for example, trying to restore unsatisfied customers or deciding to use a different sales strategy).
Analysis of sentiment is carried out by everyone. For example, when reading text, people automatically try to ascertain the emotion that moved the person who wrote it. However, when the number of texts to read and interpret is too high and the text continually accumulates, as in social media and client e-mails, it is important to automate sentiment analysis.
It is, of course, the rare piece of software that works in a vacuum, but because CRM requires a complete view of almost all enterprise data, linking it seamlessly to conventional software is not only desirable but essential in order to sustain high levels of customer satisfaction and business performance. The first step in the implementation of an efficient CRM integration is to find out which systems need to be implemented. Integrations result in automated activities which extend the capabilities of the software, eliminating the need to switch back and forth between systems. Most Common CRM Integrations include Integration of Email, Integration of Schedules, Social Media Integration, Integration of Call Center / Customer Service, Marketing Automation Integration
Our UCaaS integrations allow your informal agents to manage client contacts on any platform in an organized, fully integrated manner. Simplify the difficulty of fulfilling the need of your clients to talk to a single contact person in order to solve their problems. You can also expand and use services anywhere in your company seamlessly. Major benefits from our services include,
- Path calls to informal members on any Phones, whether smartphones or tablets.
- If the dedicated agent is not usable, use any combination of several routing options ( e.g. route to the voicemail of the agent or overflow to a backup group of agents).
As in any other contact Centre interaction, track and report on calls routed to an informal agent.
#05 Managed Handling
While the advantages of a CCaaS approach are obvious, the value of compliance with the Payment Card Industry Data Protection Standard (PCI DSS) must also be recognized by organizations. Outsourcing PCI enforcement to a fully hosting stable cloud solution provider makes more sense when following a 100 percent CCaaS model, or a hybrid model incorporating owned and managed infrastructure. This will help to keep enforcement costs down and ensure that all the commitments are fulfilled.
We were one of the first stable cloud solution providers at PCI Pal to achieve Level 1 PCI DSS certification, which we believe is the only quality you can consider. This implies that we are exclusively audited and approved to manage cardholder data for the world’s largest corporations by the main card schemes. Please get in contact with our expert data protection team today to find out more.
The Portability and Transparency Act for Health Insurance (HIPAA) sets the standard for data privacy for sensitive patients. In order to ensure HIPAA Compliance, organizations dealing with protected health information ( PHI) must have physical, network, and process protection measures in place and enforce them. Compliance with HIPAA must be fulfilled by covered agencies (anyone receiving medication, payment, and healthcare operations) and business associates (anyone who has access to patient information and offers help for medication, payment, or operations). Other agencies must also be in compliance, such as subcontractors and all other associated business associates.
- The number of calls per hour taken
- Number of sales or appointments made by an employee
- Pace of Call Resolution
- Resolution of problem without escalation
- Posts, complaints, and compliments from customers about employees
Some of the fields which can be evaluated and gamified include:
Gamification is a term for using a game’s structure and design in a non-game environment. In contact Centre or call Centre gamification, the game mechanics mentioned above are used to keep the contact or call Centre agents engaged so that they have outstanding customer service. It can be used in learning activities, such as employee training and onboarding sessions, or to enhance employee efficiency on the job. Gamification has been introduced to give workers a reason to do their jobs well and increase their customer loyalty as contact and call centers experience such a high rate of employee turnover. Inside the platform, you can use a monitoring system to monitor the success of everyone.
A business management framework with integrated accounting renders accounting as easy as the collection of orders. Instead of manually re-keying information from order management into a standalone accounting system, an integrated accounting system automatically receives a continuous flow of order management data which costs time and errors.
Because the information flows automatically, the financials are still up to date. And also advanced accounting operations such as work costing and fee estimation are done only by automatically processing the orders
A business firm that can record telephone calls for a fee is a service that records calls. For example, a lawyer who wants to monitor customer communications must be able to receive calls from an office telephone system, a cell phone, and a home line, for example. Three recording systems, one PBX-based, one smartphone-based, and one PC-based were traditionally required. These videos, for example, end up in three distinct locations. It is difficult, costly, and inefficient to handle this complexity. Instead, all three networks are named by the service approach documents to have easy access to all recordings.