The 2021 Definitive Guide to CCaaS

All you need to know about cloud-based contact centers

CCaaS sounds like a complicated tech term, but really, it’s just a handy acronym for a very useful system. The right CCaaS product can streamline your customer service department and save you money at the same time. Many CCaaS options integrate seamlessly with enterprise platforms, so they’re easy to implement.

We’ll begin this guide with a solid introduction to CCaaS, and then we’ll tell you how CCaaS works in practice. After that, we’ll talk about the benefits of cloud-based systems and explore when to make the switch from a local contact center to a cloud-based CCaaS.

The history of CCaaS

CCaaS is an acronym for “Contact Center as a Service.” You might have already heard of other “as a Service” products—Software as a Service (SaaS) or Communications Platform as a Service (CPaaS), for instance. Essentially, these products are cloud-based platforms that get updated automatically and come with ongoing support. Instead of selling consumers a piece of software once, the service provider sells an evolving set of tools, which it hosts and maintains on remote servers in the cloud.

CCaaS products go all the way back to the early 2000s, when tech companies began to host call center software in the cloud. Clients logged in via a browser connection whenever they wanted to use the service. Early CCaaS systems were a little problematic. Providers initially built platforms using code designed for on-site operations. As a result, first-wave CCaaS services experienced significant periods of downtime, and they didn’t integrate well with other systems. Updates were sporadic and buggy, and third-party apps were nonexistent.

Later, developers began building systems natively in the cloud. These second-wave CCaaS services are generally very reliable, and they represent great value for money because they bundle a lot of different tools.

How does CCaaS work?

Let’s rewind for a moment—say, to 1975. In 1975, call centers were strictly on-site. Agents sat next to each other in rows while handling telephone calls; they made notes on paper in shorthand or used typewriters. If they were lucky, they had word processors. Consumer files were physical things held in filing cabinets, and “I’ll get my manager” meant walking down to the corner office in person.

Fast forward to now: CCaaS rolls all communication into one easy-to-use platform. Instead of picking up phones, reps wear Bluetooth headsets. Instead of walking down the hall to get the manager, reps send their supervisors texts. Those supervisors join existing calls via apps rather than having to call customers back.

CCaaS systems integrate well with Customer Relations Management (CRM) systems, which reps can use to track consumer engagements. In other words, CRMs replace the notepads, word processors, and filing cabinets of yore.

In literal terms, CCaaS is a convenient communications system. It’s managed by an external company, so you don’t have to worry about upgrades, maintenance, or the latest coding technology. All you need is internet access.

In technical terms, CCaaS routes all client communication through a centralized cloud-based system. Packets of data travel from your office to the CCaaS server, where they’re processed and sent on to recipients.

What is a cloud-based contact center?

Let’s dig into the cloud-based aspect of CCaaS a little more. Service providers (like 8x8) host CCaaS software on a centralized server system. Business users “dial into” the CCaaS from various locations using various interfaces. Customer service reps can use desktop apps, mobile apps, or web-based platforms to interact with customers and with each other.

When you choose a CCaaS over an on-site system, you provide all the agents on your team—both in-office and home-based—with a unified set of tools. You enable quick, effective communication across the board, and your customer service experience improves as a result.

What are the benefits of a cloud-based contact center?

There are lots of advantages to cloud platforms and CCaaS in particular. Take software development, for example. Software evolves at a rapid pace—if you buy a standalone program, it will age very quickly. With CCaaS, you can access new features as soon as they’re implemented because the entire system “lives” in the cloud.

Let’s look at seven other prime benefits of CCaaS systems:

Better customer experience

CCaaS systems like 8x8’s Contact Center use automated call distribution (ACD) technology to route callers to the right reps. ACD and interactive voice response (IVR) work together; IVR prompts the caller to “say or press X” to select a menu item, or to describe a problem, then ACD routes the call to an appropriate agent. ACD systems also provide access to each caller’s full customer service history—a little bit like a CRM.

People who don’t have to wait on hold for ten minutes are generally much happier when they engage with agents. Omnichannel routing means problems get solved quickly, and your customer service rating could go up significantly as a result.

Increased productivity

By itself, the IVR in your CCaaS system can boost workplace productivity. Cutting-edge IVRs use conversational artificial intelligence (AI) to interact with callers, and you can build a self-service system based on that technology. Programmable IVRs handle repetitive tasks automatically; meanwhile, your reps are free to concentrate on more complex tasks.

CCaaS also helps improve productivity by reducing the number of apps and programs that reps use when they talk to customers. Agents can find everything they need to communicate effectively with customers on one central platform. If they work flexible shifts, they can connect with the platform from home and access the same features as office-based reps. Moreover, another helpful and effective tactic that can be beneficial for developers is using containers in software development and improving performance.

Cost savings

CCaaS systems virtually eliminate the need for in-house communications IT development. On-premises IT isn’t inherently inferior to cloud-based IT, but it is much more expensive to develop and maintain. CCaaS providers handle coding, implementation, and upgrading on your behalf, which saves you money.

CCaaS systems bundle various communications products together, so you won’t need to subscribe to separate messaging and telephony apps. Subscription costs decrease as a result. You could also save money indirectly when you integrate a CCaaS system. Increased customer satisfaction drives loyalty, and over time, that could translate to increased revenue.

Agent experience

Great tools improve employee experience—and consequently reduce staff turnover. Only 34% of employees feel that their employers meet their expectations at work, so why not shift that ratio by adopting a great CCaaS system?

When you integrate a reliable, functional CCaaS platform, you provide team members with the tools they need to perform well at work. With a range of helpful features at their fingertips, reps feel more competent and satisfied. With the right tech in place, you could retain agents, reduce your recruitment costs, and improve your company culture.

Enhanced security

As soon as you outsource a service, any security associated with that service becomes your service provider’s responsibility. That means less money invested in on-site IT security, less money spent on threat detection, and no more in-house patches. When vulnerabilities are found, they’re fixed before you even know they’re there.

Companies like 8x8 use advanced security protocols to keep information safe as it flows from point A to point B. Third-party certifications are built in: for instance, 8x8 meets FISMA/NIST SP 800-53 R4 compliance standards and Consumer Proprietary Network Information compliance standards. Built around a Privacy Shield framework and compliant with EU data protection laws, 8x8 Contact Center is ideal for companies with offices in several countries.

Real-time support

Customer experience is everything in today’s consumer-driven world. Happily, you can use the tools in your CCaaS platform to deliver round-the-clock customer service. When live agents aren’t available, you can provide help via a self-service portal driven by your AI-powered IVR—and you can integrate your IVR into telephone and text-based customer support options.

Prefer rep-based customer service? If you’re an international company with a globally accessible CRM, you can shift your customer service department between time zones and provide 24/7 human support. Call and screen recording options mean customer interactions also travel well.

Reporting and analytics for better decision-making

Data drives success. The best CCaaS platforms include reporting and analytics tools, which you can use to analyze contacts, coach team members, and set performance goals. For example, managers can use 8x8’s quality management suite to highlight, save, and share segments of a conversation.

Call capture comes in very handy during onboarding. Supervisors can capture conversations led by top-performing reps and utilize them to train new recruits. Meanwhile, managers can define metrics and generate reports in 8x8 Analytics for Contact Center, which they can use to monitor their departments.

Important features of a cloud-based contact center

Some cloud-based contact centers are more comprehensive than others. For the best possible user experience, make sure your CCaaS includes a wide range of helpful features. Contact Center by 8x8, for instance, incorporates:

  • Automatic call distribution: ACD directs callers to live multi-channel reps or to self-service solutions.
  • Interactive voice response: IVR automates repetitive tasks and route calls intelligently with AI-based IVR.
  • Digital channels: You can streamline your digital channels and view multi-channel consumer interactions via one central interface.
  • Predictive dialer: Built-in predictive dialing helps you save time and maximize performance.

We wrote about reporting and analytics tools above, but they’re worth mentioning again because they’re so important. Business-class CCaaS platforms always include detailed workforce management and analytics tools, which help supervisors monitor vital performance metrics.

Finally, do make certain that your CCaaS provider offers round-the-clock support. If you need help customizing or using a new feature after hours, for instance, you’ll benefit from an on-call tech department.

When should you make the switch to a cloud contact center?

On-premises systems can be powerful—and they’re certainly customizable—but they require significant investment. Custom software development can cost tens of thousands of dollars or more, and maintenance is an ongoing cost. Ongoing expenses add up, too; after all, you’ll need to budget for an IT department.

Issues like data security and domestic and international legal compliance make in-house software even more expensive. If you’re ready to leave those costs and responsibilities behind, a cloud-based contact center might be right for you.

CCaaS systems also relieve pressure on your existing infrastructure. If you have a limited IT budget, don’t worry—you can run a pro-grade CCaaS on a perfectly ordinary computer. All you need is an internet connection and a set of decent headphones.

What features do you need for your business?

Small and medium-sized companies were early adopters of first-wave CCaaS technology. Now, CCaaS makes sense for large businesses and even enterprise-level companies. After all, if you can reduce IT and communications-related costs without sacrificing quality, why not choose a cloud-based contact center? The bigger your organization, the more money you’ll save.

As you consider which CCaaS features you need, think about what a normal day at your office looks like. If you have limited staff, you’ll benefit from ACD automation. You can use AI-based IVR to provide self-serve support and reduce your workload.

Larger companies use call monitoring, call recording, and other quality control tools quite extensively. Supervisors find larger teams easier to manage if they’re able to monitor interactions remotely.

Analytics features are universally appealing. When businesses—no matter how small or large—pinpoint and track KPIs, the data they gather can help them become more successful.

What are the latest CCaaS trends?

Software evolves constantly—and CCaaS is no exception. Generally speaking, cloud platforms are uniquely positioned to adapt to new market conditions and to adopt new trends. Here are some of the latest advancements in cloud contact centers:

  • Greater AI integration: As groundbreaking intelligent solutions develop, programmers will incorporate them into existing CCaaS systems to improve productivity.
  • Advanced self-service options: Going forward, self-service support will probably become more and more sophisticated.
  • Better omnichannel support: Progressive omnichannel integration will enable cutting-edge cross-platform customer service.

Make the right decision for your business

CCaaS is a solid communications choice for small, medium, and large businesses. It’s cheaper than on-site platform development, and it relieves pressure on companies’ existing IT infrastructures. Reps can log in from any device, making CCaaS a great flexwork solution.

If you’re ready to swap your outdated on-premises communications system for an advanced cloud-based solution, talk to us about 8x8 Contact Center. Our unified contact center platform is powerful, accessible, and easy to use, and it includes built-in services like Business Phone, Video Conferencing and Team Chat. To learn more, contact us today.