Improved Your CX with a cloud-based contact center solution

Contact Center as a Service (CCaaS) is cloud-based, provider-hosted software solution used for communicating with customers. Essentially, it’s an ideal business solution for enhancing customer experience. Simply put, CCaaS is a great business solution for for enhancing the customer experience.

CCaaS is not to be confused with UCaaS, though the two are only one letter apart. UCaaS (unified communications as a service) provides organizations with unified communication solutions such as Microsoft Teams, Cisco Webex, and Zoom.

Both call centers and contact centers strive to enhance the client experience, but they go about it in different ways.

A call center uses incoming and outgoing calls to link clients with agents. Contrarily, contact centers allow clients to interact with agents or self-serve options via a variety of channels.

However, because of digitization and shifting consumer expectations, the majority of businesses favor a contact center service. However, call centers are less expensive to run and can manage a large volume of client calls. Additionally, they give the entire customer experience a human touch.

Choosing the right CCaaS (Contact Center as a Service) vendor is crucial for ensuring that your contact center operations align with your business needs. Here are some key steps to consider when selecting a CCaaS provider:

• Business objectives
  
• Customer communication channels
  
• Critical integrations
  
• Reporting and analytics capabilities
  
• Customer experience
  
• Affordability

To help take the difficulty out of choosing the right contact center, CCaaS providers such as Cisco, Nice, Five9 and Genesys works with Contact Wave who specialize in designing and deploying ideal contact center solutions for organizations of all kinds. By working alongside you, we can help you figure out the exact type of contact center that best meets your needs, whether it comes from Five9 or Zoom.

Customer Experience (CX) refers to the overall perception and impression a customer has of a company based on their interactions and experiences with that company's products, services, and brand. CX encompasses every touchpoint a customer has with a business, from initial awareness and discovery through purchase, usage, and post-purchase support.