Ccaas in TorrancePosted by: Kim Sears | Posted on: February 23, 2021
Cloud computing, also known as “virtualization” in IT, refers to the use of network equipment that operates in the cloud, allowing software applications to be accessed without requiring the need to install and manage them on a user’s local computer. In short, cloud computing removes any requirement for a user to be online, which simplifies support requirements for both technical and customer services. This streamlined process is what has made Ccaas a growing choice for contact centers. Learn more by visiting Ccaas in Torrance.
Call center appliance as a Service (CCaaS), on the other hand, is a complete framework for managing a contact center, which includes the provision of hardware and software applications and the delivery of these applications over the Internet. With Ccaas models, businesses can utilize on-demand, software-as-a-service, or SaaS applications – hosted on a third-party provider’s server and therefore independent of the business – and rent equipment from a third-party vendor, instead of owning the appliances themselves. The Ccaas system also automates most or all billing and administrative functions, saving time and money for both the business and the contact center. As more businesses move away from land-based operations and into virtual environments, Ccaas is well positioned to capitalize on this trend by providing customers with an affordable, flexible option for delivering high-quality services while saving money over the course of each billing cycle.
Self-service Ccaas are also gaining momentum with contact centers. In self-service Ccaas, contact centers simply operate the Ccaas software, and the customer interactions occur between the self-service interface and the Ccaas server. This model eliminates the need for customer support personnel to handle calls between the Ccaas system and the outside world, and it frees up front-line contact centers to focus on more critical tasks. This approach, combined with a Ccaas SaaS offering, gives contact centers greater functionality at a lower cost than they might otherwise achieve, which are precisely what business owners and contact centers are looking for today.