Contact Centre as a Service (CCaaS) The Benefits for SMB's
Contact Centre as a Service (CCaaS) The Benefits. CCaaS is a fully integrated contact center solution that simplifies the delivery of star-worthy customer experiences while amplifying employee engagement and productivity.
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Superior Customer Service Makes Everyone A Winner
When your customers get prompt and appropriate answers, your employees experience pleasant interactions and quicker handling times, while your business secures loyalty, referrals and repeat revenue. At a time where customer expectations are only intensifying, contact centre software has what it takes to empower every team, business and budget with omnichannel communications to exceed the complex demands of the digital world.
Build lasting customer relationships
Streamlined customer support channels make seamless, omni-channel customer service your competitive service differentiator advantage.
Increase revenue retention rates
Included rich performance insights to inform customer service strategies and develop data-driven customer experiences.
Nurture high performing employees
With automated call flows, live data and coaching tools to optimise workforce skill, route traffic to appropriate agents and support employees in real-time
Deliver outstanding service, anywhere
With a reliable, web-based contact centre platform to power modern, flexible ways of working without impacting supervisor visibility, workforce management, service or call quality.
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Omni-channel , one seamless customer experience
Bring together customer interactions across voice, chat, email and SMS into one single, easy-to-use customer experience platform to simplify customer engagement.
With its omni-channel customer service capabilities, cloud contact centre software gives your customers the gift of choice when seeking support, while bringing context to every conversation through historic interaction logs that detail your entire customer footprint.
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Tailored treatment for priority customers
With priority routing, an Automatic Call Distribution (ACD) tool, you are able to make delivering priority service to priority customers effortlessly simple.
Through the power of automation, our contact centre capability identifies priority customers based on your pre-defined criteria, automatically routing their calls to the front of the queue and to the most qualified agents, so they receive "Gold" service every single time.
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Busy call times managed with care - Customer First
Level out the "Peaks and Troughs" in the daily call volume variations. Leverage "good will" by allowing for seasonal or time of day call variations. Strengthening your customer service strategy with automated call handling tools like Virtual Queues and Callback Slots that set wait time expectations and offer flexible access to customer support amidst those high inbound call volume periods.
With contact centre software, mitigating busy or engaged phone lines and customer frustration can be achieved without employee intervention, ensuring peak call periods are always met by peak performance. Putting the customer first!
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FAQ's - Contact Centres
What is a cloud contact centre solution (CCaaS)?
A cloud contact centre, otherwise referred to as Contact Centre as a Service (CCaaS), is a web-based platform offering a variety of flexible features and functionality to enhance the delivery of customer service. These platforms enable businesses of all sizes to streamline inbound and outbound communications into one centralized database for a seamless customer experience, including, but not limited to, channels like voice, email and webchat.
Does my business really need a contact centre solution?
Does your business… Use multiple communication channels to interact with customers (i.e. Telephony, SMS, Email, DM Webchat etc)? Struggle to track customer interactions across channels? Want to improve the customer experience? Rely on a phone line or system to take bookings, make sales or offer customer support? Experience high inbound call volumes that have the potential to /do become unmanageable? If you answered yes to one or more of the above, then it’s likely your business could benefit from contact centre software.
What's the difference between contact centre and a call centre?
A contact centre is a piece of software or system that enables businesses to streamline multiple communication channels into one platform, making tracking and handling customer interactions a seamless and simple task. A call centre, on the other hand, refers to a centralised office or team employed to handle inbound and outbound voice calls from customers or clients. Because of their function, call centres can and do make use of contact centre software. However, contact centre software is not exclusive to call centres and ensures a variety of communication channels can be managed alongside voice calls, making it a powerful and suitable tool for small to medium-sized businesses.
What is omni-channel customer service?
Omni-channel communications refers to bringing together customer engagement touch points, such as Telephone Calls, Web-chat and Email etc, into a single simplified but cohesive environment to enhance and simplify the management of interactions. Similarly, omni-channel customer service refers to a businesses’ ability to offer a seamless customer experience, while still offering customers the choice and convenience of a variety of online and offline touch points. Contact centre software powers omnichannel experiences by providing a single integrated platform to track, handle and manage interactions across all platforms.
CCaaS Vs UCaaS: What's the difference and which is better?
Contact centre as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions are both cloud-based communication tools that can enhance the communication strategies of small to medium-sized businesses. Despite being similar at a glance, both serve distinct purposes: CCaaS A centralised platform for managing customer interactions across all touchpoints. Primarily inbound calls, but not always. Includes features like Automatic Call Distribution (ACD), Omni-channel communications and Virtual queues. Designed to enhance and simplify the delivery of customer service. UCaaS A centralised platform for internal business communications and collaboration. Includes features such as Video conferencing, Document sharing and internal presence management. Designed to improve team productivity and seamless collaboration from any location. While CCaaS and UCaaS solutions have their differences, they are both extremely valuable tools for streamlining and managing business communications especially when applied concurrently.
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