Customers of any demographic can move between phone, SMS/text, web-chat, social media, and more. Providing those communication channels to your business—and offering excellent customer service on each one–is critical for a customer experience that provides a competitive advantage. CCaaS (Contact-Center-as-a-Service) is a cloud-based customer experience solution that offers best-in-class, multi-channel customer engagement. IPC Cloud Technology Services partners with the world’s leading providers to provide strategic CCaaS solutions for your business.
1%
of customers expect quick resolutions on their preferred communications channel1
1x
in past year customers left a brand due to a negative experience with customer service1
1%
of customers have left a brand due to inconvenient call center practices1
The Benefits of CCaaS
- Omnichannel: Voice, Chat/Bots, Social Media, SMS, Video, Email
- Agility and speed when adding locations
- Intelligent call routing that maximizes productivity
- Integration with CRM, Database & RESTful API
- Voice Authentication
- Workforce Management
- Workforce Optimization
- On-demand access to customer information
- AI-Powered Analytics—real-time and historical
- Cost-effective upgrades
- 24/7 comprehensive professional services and technical support
- Disaster recovery
- Hosted in secure data centers
- Loyalty, New Customers, Repeat Sales, Positive Reviews
AI Technology That Optimizes the Human Touch
By leveraging artificial intelligence, live call metrics, and automation tools, the latest CcaaS solutions can accommodate a remote workforce while providing a more seamless customer experience. Today’s workforce management tools reduce customer wait times and reduce live agent expenditures—all with the AI data to optimize staffing loads to meet customer demands while saving money.
Customer Experience Resources
1 https://www.ringcentral.com/lp/contact-center-customer-experience.html