Contact Center as a Service or CCaaS, is a modern business call center solution. Today, it’s featured packed with interaction intelligence with AI, call monitoring, analysis, sentiment, phone call summarization and more in real time.

CCaaS includes a complete contact center business solution that begins with:

● In/Outbound Call, Chat, Video, Text, Email, Apps
● Power Dialers – Voice Management  Broadcast
● CRM/CRM Lite – Teams Integration Conversations
● ACD Skills Based Routing, Call Back, Queue Position
● Auto Attendants – Speech/Digit Call Recording
● Omni Channel – Native Integration
● And More

Contact Center as a Service can simplify agent work flow with included items such as:

● Better Organization
● Improved Efficiency
● Improved Customer Experience (CX)
● Improved Employee Experience
● Intelligence
● Automation
● Easy Accessibility
● Omnichannel Solutions
● Integrate SMS/Social Media/Video Chat/Webchat and more

Contact Center as a Service Revo DCS

Call Center Environment Types

● Agent/Supervisor Combination
● Concurrent “Active Agent” Fee Structure
● Remote Working Solutions
● Mobile Device Solutions
And So Much More!

There are cases where traditional contact center providers charge extra for the ability to make outbound calls. We have carrier grade contact center solutions that include the ability to make outbound calls with no additional license fee.

If you understand the value of a business technology eco-system that literally takes the responsibility for every form of contact with your business, then a contact center CCaaS solution is the right thing for your business.

One of the many keys to success when developing a complex contact center CCaaS solution is Team work.

From the basics of designing the internal workflow, forms, AI, reporting, and more – we are with you every step of the way.

With Revo DCS, you can expect a professional contact center design and installation process.

We make it easy to deploy your CCaaS Contact Center solution and increase your customer experience metrics.

professional installation and design contact center revo dcs
customer experience technology solutions revo dcs

UCaaS Contact Center Business Phone System

Custom Designed Contact Center Solutions

Working with Revo DCS includes a dedicated development and deployment team. Team work is the key to success when developing complex Contact Center CCaaS contact center solutions, you’re a VIP around here.

From the basics of internal workflow design and AI forms, to reporting designs – we are here for you every step of the way.

You can expect a professional Contact Center design and installation process, followed by a seamless activation process.

We work with live people, offer CCaaS system demos, proof of concept solutions and more with live person tech support and additional tech support options and packages available.

Quality Assurance with CCaaS Contact Center

Powerful features are great, but so is the ability for a CCaaS Contact Center solution to be able to maintain the quality of all interactions.

That’s where quality assurance and real time reporting comes into play.

This involves contact center supervisors to monitor interactions to ensure that they meet the company’s standards, and providing feedback to agents to help them improve. You can incorporate artificial intelligence to assist or even reduce supervisor staff.

CCaaS Interaction Intelligence with AI

What used to take multiple contact center supervisors can now be done by one. Incorporate Artificial Intelligence (AI) into your Contact Center CCaaS solution with call monitoring, analyzing, sentiment, summarization and more in real time.

Available in multiple languages.

AI Sentiment Analysis replaces the need for dedicated staff.

Artificial Intelligence call and interaction summary, next steps and action items, follow up emails with pre-written and editable takeaways. AI coaching notes, suggested improvements, and so much more!

Workforce Management in CCaaS Contact Centers

Imagine a sudden spike in customer communications. To handle this, contact centers use Workforce Management. This involves forecasting the volume of communications and scheduling agents and supervisors accordingly, to ensure that every customer query is addressed in a timely manner.

Unfortunately, contact center agents don’t always update their disposition status. Even just taking a quick can result in too many rings and degrade the customer experience. We have solutions for this.

To sum it up, CCaaS Contact Centers are more than just “call centers”. They are omni channel hubs that utilize sophisticated technology and teams of dedicated agents and supervisors to ensure that every customer interaction is handled effectively.

A proper CCaaS solution manages and takes ownership of customer communications across multiple channels and platforms. It uses automated systems to sort and direct these communications to ensure quality and efficiency through Quality Assurance and Workforce Management.

Running a contact center might seem like a complex task, but with the right technology and dedicated team, it can be a powerful tool for enhancing the customer experience and driving business success.

Book An Appointment To Learn More

CCaaS Supervisor Solution Set

● Real Time Dashboard and Analysis
● Customized Views “One Click Away”
● Monitor Whisper Barge Scoring Capture
● Log In/Out  Wrap Up  Scheduled Timers
● Reports and Alerts
● Workforce Management
● And More

CCaaS Key Features

● Autodialers ● IVR
● Voice Broadcast ● ACD
● Voice Management
● Multichannel Recording
● Real Time Dashboards
● Reports and Alerts ● Quality Monitoring
● Agent Coaching ● Automation
● Artificial Intelligence and More

How a CCaaS Contact Center Works

So, how does a CCaaS Contact Center work? It all starts with a customer reaching out to your business.

This could be through a phone call, an email, SMS, a web site chat bot or even a social media message.

The moment customer communication is initiated with your company, the contact center’s technology springs into action.

For phone calls, it’s often the job of a complex automated system, called Interactive Voice Response or “IVR”. This has been the most common method to manage initial contact regarding CCaaS phone calls. Modern businesses have far more capabilities than simply being able to process phone calls.

The IVR system sorts and directs the phone call based on the customer’s preferences. Without this, a business is forcing its customers to use outdated systems that only have minimal options. That is not quite the modern approach, and is in fact quite limited.

For instance, if a customer is calling about a technical issue, the system will direct the call to a technician.

Once this initial sorting has been done, the communication is then passed on to a contact center “agent”.

These are the people who handle the interactions with customers as the face of your company.

Contact center agents are logged into their computer and equipped with the information and tools necessary to resolve customer queries, from basic FAQ’s to complex issues.

Contact Center as a Service CCaaS

In essence, CCaaS is an advanced cloud-based contact center solution.

CCaaS allows businesses to utilize a system supplied by a CCaaS service provider for their contact center management.

A proper CCaaS Solution eliminates the need for you to grapple with the intricacies of setting up and maintaining the technology on your own.

Offloading maintenance and security needs to the CCaaS provider significantly slashes costs and eradicates issues prevalent in premise-based solutions.

Contact Center CCaaS and Revo DCS

Revo DCS understands the importance of your business communications needs. We recommend CCaaS as it is a comprehensive cloud based solution that revolutionizes customer service.

CCaaS offers omni channel capabilities, advanced analytics, business continuity, artificial intelligence, integration with your CRM, video conferencing and more.

Learn more about Contact Center Solutions. Book An Appointment.

What Sets CCaaS Apart?

CCaaS most distinctive features include flexibility, scalability, easy integration, access to the latest technology, and cost-effectiveness.

Whether you’re a small enterprise or a major corporation, you can swiftly scale your operations up or down depending on your requirements.

Its flexibility allows for quick adjustments to changes in business needs. Also, the system can easily be integrated with other systems improving efficiency and streamlining processes.

Moreover, with CCaaS you get access to the latest technology without the hassle of maintenance or the need for upgrades.

Reduction of Costs In Comparison To On Premise Solutions

Maintenance and Security of CCaaS is completed by the CCaaS provider. It operates on a cloud-based platform eliminating the need for servers and more on premise.

In essence, a proper CCaaS Contact Center solution enables businesses to concentrate on providing excellent customer service, while the CCaaS service provider takes care of the technological aspects.

Contact Center CCaaS Cloud PBX Revo DCS

A CCaaS Contact Center is a fascinating, intricate dance of technology and human interaction, all designed to create a seamless customer experience. At a minimum, we hope that we have demonstrated where CCaaS is a hub where all customer communications are managed.

That’s the essence of CCaaS Contact Center. You may have heard of its predecessor “call center”, the basic difference is that “call centers” were limited to only being able to handle inbound phone calls.

Today, it’s not just about answering phone calls; it’s about managing customer inquiries across multiple channels, from emails, SMS, web site chat bots, to social media and more.

What Was It Like Before Contact Center As A Service (CCaaS)?

Premise Based PBX

The premise based Private Branch Exchange phone system, or PBX, is the predecessor to it’s more modern, CCaaS Cloud Based Contact Center (Cloud PBX so to speak). The premise based PBX phone system was the standard for a long time, standing tall with a rich history.

In fact, something of this scale was really only an affordable option for larger enterprise corporations.

Simply put, it only handled phone calls (hence the term “call center”) and the business owned and maintaining the equipment. The equipment was all there, in your office premises, often in a dedicated room, wired and connected, ready to route your calls.

Enter Cloud Based Technology

In terms of voice communications, Session Initiation Protocol or SIP, was standardized in 1999 (RFC 2543). This was 3 years after the Telecommunications Deregulation Act of 1996. The deregulation of the telecom industry led to the disruption of the monopolies such as AT&T and Verizon.

It began a revolution that allowed for further expansion of networks, as well as the offering of new services by competitive local exchange carriers (CLEC’s).

And just like that, the revolution to modernize and disruptive voice communications took off!

Today, we have cloud based solutions with powerful VoIP technology! It’s like the sleek and modern penthouse with all the latest gadgets!

It’s also cloud based which eliminates all of the on premise equipment of yesteryear, your calls are routed through the internet, not by wires and cables..

CCaaS Contact Center Is The Modern Solution

In this discussion, we explored the two sides of the PBX world – the traditional premise-based phone system versus the modern cloud-based service with powerful features, simplicity and scalability. CCaas can also include Artificial Intelligence (AI) and Machine Learning!
Learn More About CCaaS For Your Business

CCaaS Advanced Security Measures

Cheap and fast should never be a consideration when investing in your call center operations and Contact Center CCaaS solutions.

If you still have an on-premise system, it’s just time to let go of the past.

Cyber security issues are on the rise and they can be costly to any organization with out of date technology. And we do mean “any”, regardless of company size. A single data breach can financially destroy a company.

Security should be a primary concern when utilizing any out of date technology or legacy infrastructure.

A proper CCaaS solution includes advanced security protocols such as end-to-end encryption, blockchain-based verification systems, real time threat detection, artificial intelligence and more.

Ensuring that business communications remain confidential and protected from potential breaches is paramount.

CCaaS Is An Investment In The Customer Experience (CX)

Modern businesses actually have a plethora of Customer Experience (CX) tools available. They are cost effective which allow businesses to invest in CX strategies with long term mindsets.

We are seeing more and more companies hiring “Customer Experience (CX) Managers” and the like.

Some of these helpful Customer Experience (CX) tools include applications that measure data analytics, customer feedback, and technology solutions to enhance and optimize the customer experience for seamless initiatives.

The most popular and quickest tools to demonstrate Customer Experience (CX) return on investment are cloud based voice systems such as UCaaS (Unified Communications) and CCaaS (Contact Center).

These Customer Experience (CX) tools can come with artificial intelligence and plenty of data to analyze customer experience metrics in terms of voice and omnichannel communications.

Customer Experience (CX) Revo DCS

Service Industry Example

I just texted my auto mechanic at the main number. My question was simple and not urgent. I included a picture to go along with my question.

An employee replied to my text message and told me that they do work on the thing that I was asking about.

If needed, they could have seamlessly switched to a video call so that I can show them more details on the issue. Alternatively, I could have started this process with my computer and messaged them via web chat, or I could have also started a facebook chat. All methods would have ended with the same result.

Businesses should strive to provide a more personalized and engaging interaction with their customers.

How do we know that they can do all of this? We (Revo DCS) worked with them regarding their omnichannel UCaaS Contact Center System.

And that is essentially what “omnichannel” means. The business is able to meet the customer where they are at, and in the customer’s preferred method of communication. The customer is not subjected to an out of date business forcing the customer to use the only “channel” (phone only) they have.

Given this stellar Customer Experience (CX), why would I go to any other mechanic? And, I have referred them many times over and will continue to do so.

Interested in learning more, simply Book An Appointment to get started.

Revo DCS Disruptive Communications Solutions for Business

Similar Posts