Contact Centre as a Service: all channels in one solution

Contact Centre as a Service (CCaaS) describes the use of a comprehensive contact centre solution via a cloud. This improves the customer experience and is becoming increasingly popular with medium-sized companies and enterprises.

What is Contact Centre as a Service?

The importance of CCaaS

Contact centres which use omnichannel communication are gradually replacing the more traditional ones. Contact centre software solutions are therefore gaining in importance when it comes to offering a holistic customer journey. The global market for contact centre software is expected to grow to 72 billion US dollars by 2027.

CCaaS optimises customer and user experience by integrating all the relevant channels into one solution, as well as by displaying all interactions between end customers and employees.

Advantages of CCaaS

  • Not only does Contact Centre as a Service improve customer relations, but this cloud-based solution also means that companies can forego making investments on site, such as expensive hardware or oversized IT departments. Software is updated in real time, making downtime a thing of the past. As a result, companies save money.
  • Location-independent CCaaS platforms allow agents to work from home to boot, among other things. This makes services more flexible and ensures employee satisfaction.

Contact Centre as a Service, for your omnichannel customer service

Available 24/7, 365 days a year: contact centre software that exceeds your company’s expectations and wows your customers.

 

With novomind iAGENT, we have been offering an “as-a-service” solution for many years now, and in doing so, support the customer service departments of over 150 companies across all relevant digital channels. In combination with integrated telephone services, we make omnichannel communication possible.

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Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
Joachim von Wahden
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