Understanding Contact Center as a Service
What is Contact Center as a Service (CCaaS)?
Contact Center as a Service (CCaaS) is a cloud-based customer experience solution. CCaaS model reduces the cost of operations as the businesses can work independently, without the need for IT support. CCaaS offers scalability, flexibility, and enterprise-grade security, along with other additional inbound and outbound call center features.
CCaaS model allows the businesses to meet the ongoing customer demands without worrying about operational overheads, while also ensuring that the business standards are under check.
Why do you need CCaaS?
Advantages of contact center software as a service
Scalability & Flexibility
CCaaS allows businesses to add contact center agents, extend functionality, and adapt according to business needs without having to invest in hardware installation and IT support
Flexibility to Login
You can use software as a service contact center by providing the users with the flexibility to login from any device, any browser, and any location
Seamless CRM Integration
Integrate with in-house or third-party CRM applications for better operational efficiency. This will also help agents to preserve context for each interaction.
Speed of Deployment
Quick and hassle-free implementation without extensive hardware setup to be up and running in no time
Faster Time to Market
Go live with your call center operations within hours without worrying about extensive hardware installation
Work Across Geographies
Hire diverse workforce from across the globe to deliver an exceptional customer experience with no geographical barriers
Want to see how CCaaS can help you?
Contact Center as a Service Features for your Business
Unified Agent Desktop
Real-time Remote Monitoring
Reporting & Dashboard
Comprehensive Call Center Reports
Choosing the Best Contact Center as a Service Model
Factors to consider while choosing cloud contact center provider
Minimal Setup Time
Get started with your contact center within hours to serve your customers efficiently. Onboard agents, supervisors, and admins within a stipulated time frame to ensure that the workforce is ready to take care of call center operations.
Data security is the prime concern for most businesses. Get a highly secure, PCI-DSS compliant software that is ISO/IEC 27018 and ISO-27001 certified along with providing comprehensive data security and strict access control.
Get more visibility into contact center operations with a contact center as a service model. Allow the supervisors to keep a track of SLAs, CSAT rate, FCR rate, agents’ productivity, campaign performance even when the agents are working across multiple locations.
Omnichannel Customer Engagement Platform
Preserve Context of Each Interaction
Let the contact center agents have a holistic view of customer interactions across channels in an integrated dashboard. Make your contact center agents’ lives easier by integrating your contact center with industry grade CRM applications, ticketing systems, and other applications like in-app chat. This helps them preserve the context of each interaction without having to toggle between multiple tabs.
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.
Thanks a lot for the Wonderful Product.
Special Thanks to the team for patiently handling our request & delivering beyond expectations.
Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution
At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.
Contact Center Team Leader
Metro Edge Technologies increases its productivity by 60%
Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents
Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution
The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.
CX Senior Specialist
Unitel embarks on a journey of digital transformation with Ameyo
Since deploying Ameyo solution – IVR interactions increased almost 20%, taking from physical and costly agents to self-service. The way we configure the IVR system is very smooth and drag & drop and doesn’t involve IT & engineers.
Chief Information Officer
Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution
Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution. It provides tremendous data utilization and configuration capabilities that makes it a choice for premium service providers. We are using this solution for our international as well as domestic processes for its shortest response time and amazing dialer capabilities.
Vikram Singh Nathawat
Director and Co-Founder