It is no secret that solutions traditionally meant for contact centers are making their way into other lines of business. The same increased visibility and compatibility that have made call center agents more effective can have the same effect across the entire company. As business leaders wrap their minds around this truth, the industry has evolved to accommodate the needs of all of its new users.
Let’s look at WHY leadership is falling in love with this solution!
Recent surveys have indicated that 62% of companies say one of the biggest hurdles when choosing future solutions is their ability to integrate with current software. The ability of CCaaS to allow for a very flexible environment conducive to integration gives it an edge over solutions and gives companies an edge in regard to customer experience.
Modern customers want options when they reach out to you, making multiple communication channels essential for modern businesses. Recently, Microsoft found that ~66% of companies have at least 3 channels of communication available to their customers and prospects.
66% seems to be a magic number as it is also the percentage of contact centers eager to invest in advanced analytics. Increased information available to users and managers leads to a better overall customer experience and an increased likelihood of future business/good reviews.
Artificial intelligence is a game changer for businesses that integrate it into their processes. Companies leveraging AI see, on average, 2.4 times higher revenue increases yearly through increased efficiency and decreased workload for human employees.
While all too often in the world of technology buzzwords usually end up being more hype than anything, CCaaS is living up to all of the hype in a big way. While originally CCaaS gained attention by changing the way traditional call centers did business, now these solutions are proving their worth across many departments.
Numbers don’t lie; the numbers show that CCaaS is here to stay! If you aren’t considering what it can do for you, you are probably missing out on a great opportunity.