CCaaS, once considered a luxury, is now being utilized by a growing number of contact centers in the wake of the pandemic. Find out more about why contact centers are implementing the cloud-based platform.
CCaaS, a cloud-based software model for contact centers, is rapidly growing in popularity. When social distancing measures required employees to stay at home from 2020 into today, CCaaS allowed contact centers to continue operations by enabling employees to work from any location via the cloud. As a result, Gartner predicts that at least 50% of contact centers will adopt CCaaS by 2022, making it a lucrative business opportunity for partners. This demand for cloud-based solutions will only continue to grow, and partners will need to be able to explain to a client why CCaaS is essential for their business.
With the global CCaaS market on track to reach $10.8 billion by 2028, CCaaS companies will have to change to a cloud-based model to stay ahead of the competition and adapt to customer needs. The benefits of adopting the cloud are too great to miss. Here are some of the reasons why CCaaS is necessary in business today that partners should know:
Traditional, on-premises solutions have a maximum capacity for a certain number of users that cannot be exceeded. If a company needs more capacity, it will have to go through the tedious process of procuring, building and deploying equipment on-site over several months. However, with CCaaS, these problems are eliminated as the cloud allows contact centers to scale operations quickly and smoothly. When there are spikes in call volume due to seasonal changes, service disruptions, emergencies and other fluctuations, CCaaS is essential to ensure customer retention. In addition, new features can be implemented with far more ease via cloud than with an on-premises solution. This can allow contact centers to deploy new services before the competition and remain relevant in the market.
Often, contact centers may be hesitant to migrate to the cloud due to cost concerns. But making this transition can actually reduce contact center costs by shifting from a CAPEX to an OPEX model. CCaaS providers host and manage the infrastructure, saving contact centers overhead and maintenance costs that can be allocated for investment in features such as AI and omnichannel. Also, cloud-based platforms allow contact centers to only pay for what they use instead of overpaying for on-premises solutions with a maximum capacity.
The pandemic forced many contact centers to utilize remote agents. Contact centers realized that not only was the remote work model beneficial to their operations, but that it also allowed them to hire from a wider talent pool, as well as reduce real estate costs. With CCaaS, agents can utilize software and tools from any device, regardless of their location, which makes CCaaS useful for integrating contact centers with UCaaS.
Insight Into Customer Experience
CCaaS can help business leaders better understand the challenges, concerns and commonly asked questions from customers to improve their offerings and services. Moving to CCaaS allows contact centers to collect data and analytics about customers across all communication channels from instant messaging to telephone transcripts. This provides valuable insight into customer needs and experiences, so that customer retention can be increased.
Overall, CCaaS is not a frill but a necessity as hybrid work becomes increasingly more common. The opportunities it opens for contact centers are numerous, from a wider talent pool to reducing costs of maintenance and overhead of on-premises solutions. This booming market is one partners will want to pay close attention to as more contact centers adapt to CCaaS to stay relevant and competitive in the market.
Interested in learning more about CCaaS? Review TBI’s additional resources:
ABOUT THE AUTHOR
Nefertari Bilal serves as TBI's Content Marketing Specialist. Raised in New York City, Nefertari moved to Chicago to complete her bachelor's degree in journalism at Northwestern University in 2020. An avid and curious writer, Nefertari is passionate about studying complex topics and explaining them in an engaging, impactful way. Her personal motto is, "feel the fear and do it anyway." In her spare time, Nefertari bakes keto treats, creates podcasts and short stories, as well as supports the local theater. You can reach Nefertari at firstname.lastname@example.org or connect on LinkedIn.