CCaaS in a Post-COVID World

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In the past year, many on-site call centers have had to make dramatic changes to adapt to work-from-home pandemic conditions, and these changes are most likely here to stay in the post-COVID world. Contact Centers became more relevant than ever, as social distancing and lockdowns prevented any in-person form of communication between customers and agents. However, it is difficult for managers to ensure that contact centers are running smoothly without all agents in the same place.  

Contact Center as a Service (CCaaS) is a solution that replaces traditional brick-and-mortar call centers, allowing agents to work from any location. CCaaS is a valuable cloud-based way to make sure your customer service agents can work from anywhere, and managers can more efficiently help and communicate with their agents. Below are just some of the benefits of a CCaaS solution. 

Flexibility and Scalability 

To increase the size of an on-premise call center, more space is needed, expenses increase quickly, and the process could be lengthy. CCaaS allows centers to scale up quickly with remote workers that can be seamlessly integrated into the system from wherever they are, and without the extra costs.

Better Management

CCaaS allows managers to monitor the calls of their agents to provide feedback in a similar way that they used to be able to when working in the office and in person. It also provides reporting and analytics data that allow managers to find trends and improve the customer experience. 

Integration Across Devices and Platforms

Call center employees often have to switch between different apps and devices depending on the customer they are talking to. An integrated cloud-based system like CCaaS makes this process much simpler, providing for a better experience for both the customer and the agent.

To learn more about Simplicity VoIP’s CCaaS offering and the benefits of CCaaS for your contact center, visit our Contact Center web page today.