Top Reasons for a SaaS Contact Center
Plenty of organizations take advantage of contact centers to help manage their business processes. Contact centers help with everything from outreach campaigns to inbound marketing efforts to customer service.
But that doesn’t mean they’re easy to set up. Even a small contact center handles hundreds of calls per day. That means making sure calls get routed to where they need to go.
Building a new call center from the ground up can take months, not to mention high costs. Nowadays, businesses can take advantage of a contact center SaaS solution to help them spin up a new contact center in a matter of days.
What is a contact center SaaS solution?
A contact center SaaS solution or call center software as a service is a cloud communications platform for managing inbound and outbound calls. Everything that a typical call center handles, such as call routing, escalation, and analytics, is handled in the cloud. There’s no need for any infrastructure beyond a laptop and an internet connection. The cloud software works to distribute calls among available agents.
What distinguishes a SaaS call center from a typical inbound call center is that everything is integrated into the software. Call routing and management, and analytics are included in a great contact center SaaS solution.
The bottom line is that a contact center SaaS solution provides your organization with the tools necessary to grow a robust contact center with a fraction of the overhead. But that’s only the beginning.
3 reasons your organization needs a SaaS contact center
Apart from building a contact center for a fraction of the cost of a traditional call center, SaaS call center solutions offer a myriad of benefits.
1. Cost
As you might imagine, a SaaS solution is far more affordable than a traditional approach. Installing a PBX and network infrastructure is costly. And that’s not considering computer and desk phone costs.
With a SaaS solution, you don’t pay for endless amounts of unnecessary hardware. In fact, many companies utilize agents working from home, negating the need for office space, all while SAAS development services ensure that the platform remains efficient, scalable, and secure.
2. Features
Contact center SaaS solutions offer a wealth of features that even small businesses can easily take advantage of. They include:
- ACD for directing customers with skills-based routing, streamlining the customer experience, and handling issues quickly.
- Intelligent IVR and virtual assistants, allowing you to deliver consistent support while reserving resources for more complex issues.
- Digital channel support to help you adapt to evolving customer expectations, with a single interface and workflow for all of your digital and voice channels.
- Predictive dialing for outbound dialing systems that improves connection rates and increase completed call volumes.
3. Easy setup
Contact center SaaS solutions make opening a call center incredibly easy. No extensive hardware setups and installs, no running cables, no provisioning of phone lines — simply set up your licenses, install the software, log in, and that’s it. Your contact center is ready for inbound or outbound calls.
Setting up a SaaS contact center for your business
If you’re ready to leverage the cloud to take advantage of setting up a contact center in record time, 8x8 is here to help. We’ll help you determine exactly what you need to get your contact center up and running so that you can start assisting your customers or focusing on outbound marketing campaigns. Get in touch today.