Delight your customers with CCaaS – Discover its benefits, features,
and how SquadStack addresses CX challenges for businesses.
Contact Center as a Service assists businesses in:
CCaaS or (Contact center as a Service) is a cloud-based solution that provides businesses with the infrastructure and software along with telecallers necessary to operate their contact centers remotely. Instead of investing in expensive hardware and software licenses in house, companies can subscribe to a CCaaS provider and access a range of contact center functionalities over the internet.
CCaaS also provides a contact center software solution for communication functions such as live chat, support tickets, SMS, and phone calls to businesses. It enables companies to cater to a large customer base efficiently and allows them to focus on core tasks. Unlike traditional contact centers, CCaaS enables you to scale the calling operations at any level without external setup costs and resource expenses. They offer an advanced analytics platform, lead management system, agent management setup, and quality assurance management tools.
CCaaS solutions don't demand hardware and data centers as on-premises do. Hence, they tend to cost significantly less. In addition, you don’t have to invest in any costly setup.
CCaaS adds the freedom to run your communication channels without spending on physical location and infrastructure, maintaining on-premise hardware, and hiring IT staff.
The agents and supervisors can work from anywhere due to independence from physical infrastructure. The flexibility allows businesses to scale services up and down as the demand rises.
Define
Distinction
Example
(Unified Communications as a Service)
Define
It is a cloud-based communication platform that enables businesses to streamline their internal communication across all channels, such as voice and digital.
Distinction
Its essential features are team chat messaging, video conferencing, whiteboarding, file sharing/co-editing and cloud telephony.
Example
Some common examples are Microsoft Teams, Zoom, and more.
Some common examples are Microsoft Teams, Zoom, and more.
(Contact Center as a Service)
Define
A cloud-based communication platform that enables businesses to adopt an omnichannel approach to communicate with their customers and add value to CX.
Distinction
Its essential features include omnichannel communications, automated dialers, call routing, etc.
Example
An eCommerce company setting up an omnichannel communication to inform about new offers, a shipment’s status, etc., via customers’ preferred medium like Whatsapp, email, etc.
(Communications Platform as a Service)
Define
It enables developers to integrate real-time communication features, such as voice calling, video calling, messaging, and more, using customized APIs and SDKs into their apps and services.
Distinction
The capabilities of CPaaS APIs and SDKs include voice/digital communication channels, user authentication, and verification.
Example
An on-demand taxi app like Uber integrates text message APIs to enable drivers and riders to communicate via text without sharing their contact numbers.
Customers want brands to use their preferred communication channel for assistance. CCaaS provides a unified view of customer data, exposing agents to the preferred communication channels to deliver an exceptional CX.
Cloud contact centers as a service are more cost-efficient. The capital expenses are taken care of by the CCaaS provider, and businesses don't need to invest in costly resources.
A business demands uninterrupted support services for its customers. A CCaaS solution with reliable cloud hosting and guaranteed uptime ensures less downtime and maximizes CSAT.
nexpected requirements can appear in business, whether due to business growth, seasonal fluctuations, or festivals. CCaaS enables you to adjust to the changes easily by adding or removing seats and functionalities as per your business needs.
CCaaS offers an advanced analytics system that records real-time agent interactions and insights into customer sentiment, forecasting, CSAT/NPS, etc., which allows businesses:
CCaaS solutions and their advanced intelligent functionalities increase agent productivity by:
nexpected requirements can appear in business, whether due to business growth, seasonal fluctuations, or festivals. CCaaS enables you to adjust to the changes easily by adding or removing seats and functionalities as per your business needs.
Here is our 3-step approach that allows you to deploy CCaaS to your business, ensuring a seamless integration.
Consult with stakeholders, business leaders, and customer support management to identify business goals such as:
The exercise will help you:
Since business requirements vary across industries, identify which cloud format suits your business functions. For instance, if industry compliance demands strict data security policies, the business has to choose a private cloud for its services.
Public Cloud: Shared infrastructure and limited ownership. Best for budget constraints.
Private Cloud: Dedicated resources and greater security and control. Best for businesses with strict regulatory compliance.
Additionally, choosing robust network connectivity ensures minimum delay and consistent data packet delivery at the destination. In simpler words, you get improved call quality and enhanced customer experience.
Audit your current customer contact channels and identify what works and what doesn't. The gaps can vary from being unable to track calls effectively to other shortcomings in communication channels, such as delayed responses to emails or difficulty managing customer inquiries across different platforms. Once identified, it's time to find a service to fill those gaps.
Finding a CCaaS provider that matches your needs depends on multiple factors. Here are these:
The pricing model varies across CCaaS providers. The pricing model used across vendors is per user/seat, event, and usage-based. However, some CCaaS providers also offer quote-based pricing that varies due to:
Before partnering, ask about the free trial, exclusive discounts, if any, and other taxes and fees involved.
Many businesses must adhere to industry-level compliance requirements if operating in a particular industry, such as brokerage. Hence, ensure that the CCaaS provider conforms to enterprise-grade security, such as data encryption and other cybersecurity measures.
Always check the provider's past uptime performance to determine its service reliability. Assess the performance based on speed, responsiveness, and overall efficiency.
Every business has plans to grow, and there are fair chances that the requirements will go up soon. Hence, you must ensure that the vendor can accommodate the increase in demand.
When partnering with a CCaaS provider, businesses are required to integrate their CRM, email tool, or other apps into the software. Hence, make sure the vendor you're partnering with is compatible with your specific tools and the integration is seamless.
Identify the areas (onboarding, 24/7 live support, etc.) where you need support from the vendor and ask them how you can reach out if needed.
The features of CCaaS vary from vendor to vendor. However, some essential features can prove pivotal for your customer services and telemarketing efforts.
Dial outbound calls automatically for sales, surveys, and customer follow-ups.
Communicate with your customers on their preferred channels, i.e., voice and digital.
Move communication from one channel to another without disrupting the customer flow and rerouting.
AI-driven FAQ chatbots, IVR, and Knowledge base enable customers to find information and solve problems independently.
Suggest real-time responses to agents during customer interactions, leading to speedy responses and resolutions.
Extract insights from recorded customer interactions to drive comprehensive analysis, which assists in strategic decision-making and operational performance.
Technology-driven quality management assists supervisors to identify skill gaps and the need for potential training programs.
Adhere to regulations, such as PCI, and follow end-to-end encryption, 2FA, PII masking, conforming to data retention policies, etc.
Direct incoming calls to appropriate agents using tools like CTI (Computer Telephony Integration), IVR, and ACD (Automatic Call Distribution).
Enhance operational efficiency and collaboration by integrating seamlessly with diverse tools, including CRM, and other third-party apps, etc.
SquadStack has what you need to enhance customer interactions and add value to customer experiences. Our tech-driven approach helps you improve your NPS, CSAT, and overall customer retention.
Seamlessly interact with customers through various channels such as emails, messages, chatbots, phone calls, and interactive voice response systems, maintaining a consistent and hassle-free customer experience.
We ensure you don't have to compromise with your customers' sensitive information. SquadStack conforms to ISO/IEC 27001:2013 standard and offers PII masking and encrypted APIs to ensure overall business security.
Adapt to market changes and business demands with ease. SquadStack assists you in every growth phase, providing vetted agents as per your variable business requirements.
SquadStack provides telecallers with extensive knowledge and training. They establish effective communication with customers, enhancing customer satisfaction and trust.
We seamlessly integrate with standard CRMs, such as Salesforce, LeadSquared, Freshsales, and Pipedrive, and offer custom in-house CRM integrations.
Depending on your business requirements and goals, you can choose between agents who work remotely and agents who work out of a call center.
Once you have identified your business goals and found a CCaaS provider that matches your business needs (considering cost, seamless integration, and required features), it’s time to onboard and train your agents to adapt to the software.
SquadStack has what you need to enhance customer interactions and add value to customer experiences. Our tech-driven approach helps you improve your NPS, CSAT, and overall customer retention.
Omnichannel Engagement: Seamlessly interact with customers through various channels such as emails, messages, chatbots, phone calls, and interactive voice response systems, maintaining a consistent and hassle-free customer experience.
Scalability: Adapt to market changes and business demands with ease. SquadStack assists you in every growth phase, providing the necessary agents tailored to your variable business requirements.
API Integration: We seamlessly integrate with standard CRMs, such as Salesforce, LeadSquared, Freshsales, and Pipedrive, and offer custom in-house CRM integrations.
Enterprise-Grade Security: We ensure you don't have to compromise with your customers' sensitive information. SquadStack conforms to ISO/IEC 27001:2013 standard and offers PII masking and encrypted APIs to ensure overall business security.
Expert Agents: SquadStack provides telecallers with extensive knowledge and training. They establish effective communication with customers, enhancing customer satisfaction and trust.
Flexibility: Depending on your business requirements and goals, you can choose between agents who work remotely and agents who work out of a call center.
The call center is a typical in-office solution that provides inbound and outbound communication functions via phone for your customers.
Let’s understand the difference between the two using an example. Consider a customer contacting an electronics company regarding a technical issue with their air conditioner recently purchased. If the business would be associated with a call center, the customer has no other option but to connect via phone/call.
On the other hand, if the business is associated with a contact center, the consumer can connect via their preferred channel, such as live chat, WhatsApp (or other social media channels), IVR, etc., for assistance. Unlike call centers, the approach is considered welcoming and is less prone to resistance. Besides, the agents can also get other customer insights, such as purchase history, last connected date, technician visits, etc. The customer data enables the agents to respond faster and more accurately.
