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Elevate Your Customer Experience with CCaaS

Why Consider Contact Centre-as-a-Service?

Contact Centre as a Service (CCaaS) is a Software as a Service (SaaS) solution that replaces traditional brick-and-mortar call centres platforms, allowing agents to work from any location.

Specifically, CCaaS delivers call and contact centre functions and capabilities via a monthly subscription model rather than an on-premises system. CCaaS platforms consolidate multiple communication channels – including voice calls, email, web chat, SMS messaging, and social media – into a single cloud-based solution. This enables true omnichannel customer service with a continuous conversation experience.

Key features of CCaaS include robust analytics and reporting to monitor agent productivity and call volumes, skills-based routing to match each query with qualified agents, and workforce management tools to forecast staffing needs. The latest CCaaS solutions also incorporate cutting-edge artificial intelligence (AI) and machine learning to improve first-contact resolution rates. For example, virtual agents can provide immediate answers to frequently asked questions without needing to involve a human agent.

Why It's Time to Invest?

Improved Customer Service

CCaaS centralises interactions across channels like voice, email, web chat, SMS, and social media onto a single cloud platform for a true omnichannel experience. This provides customers with seamless, continuous conversations.

Built-in Resiliency

With CCaaS, there is no single point of failure. The service provides carrier-grade uptime and automatic failover capabilities to prevent service disruptions.

Flexible Scalability

Cloud contact centres easily scale up or down to match demand. 4th Platform understands many organisations have significant capital invested in legacy systems and we have experience migrating clients to the cloud while still preserving those assets.

Work From Anywhere

Agents can work remotely while still accessing full contact centre functionality. This expands your talent pool for staffing.

Powerful Analytics

Robust reporting provides insights to improve customer service, agent productivity, and forecast scheduling.

AI Machine Learning Solutions

Some of our solutions offer AI capability which can assist with staffing, increase agent morale and reduce agent time with customer.

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