5 Reasons to choose Contact Centre as a Service (CCaaS)

As Managing Director at Ciptex, Steve has over 25 years’ experience in the Telecoms and IT industries and previously held senior positions in public, private, and Venture Capital backed companies based in the UK and Ireland. He is passionate about the benefits provided by hosted solutions when suitably designed and implemented. In his spare time, Steve has a keen interest in motorsport and competitive sports.

Heard it all before? Bear with me, as a distinction needs to be made between Cloud-based Contact Centres and Contact Centre as a Service (CCaaS). There is a significant difference between moving an on-premise solution into a data centre and designing and delivering a ground-up as-a-service solution. Many benefits are to be had from choosing the latter.

1. Scalability — A truly elastic service that can grow and shrink based on demand (and be charged accordingly), which can be particularly useful as most contact centres experience tidal volumes of traffic.

2. Convenience — Being available on-demand enables an instant roll-out of the service, plus it provides instant access to try new channels such as WhatsApp, Twitter, and Messenger.

3. Accessibility — All you need is a browser and an Internet connection, enabling home and mobile workers to access the service with no specialist equipment or software.

4. Resilience — Designed for and in the cloud means deployment across multiple nodes to deliver a far higher level of availability than hardware-reliant solutions.

5. Security — Without being tied to proprietary platforms CCaaS, coders can take advantage of security systems used to secure billions of transactions per day, which would be beyond the scope of most individual organisations.

In summary, if you are considering a change of Contact Centre, unlock the benefits of Contact Centre as a Service to ensure the best deal for your organisation.