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It is widely known that contact centres are an integral part of customer experience (CX). We often remember unpleasant agent interactions or that one time when a company gave us a stellar experience. The technology that drives a contact centre plays a key role in how this CX is run by an organisation. In this blog, Ankush Gangwani, AVP & Head of CCaaS Product Management, Tata Communications, discusses the considerations businesses should make when choosing the right Contact Centre as a Service.
The advent of cloud contact centres has revolutionised customer service and interactions. With enhanced experience for customers and employees, easy scalability and flexible billing options, cloud contact centres improve the lifetime
value of customers. It also enables revenue growth, as well as lowers total cost of ownership (TCO) while minimising the cost of customer acquisition and retention. According to IDC research
[1], 42% of today’s global enterprises expect to dedicate their worldwide contact centre technology spending on cloud-based contact centres.
"But how do enterprises select the right cloud contact centre solution that aligns with their business goals and ambitions?"
With the plethora of options available in the market today, how easy is it to choose the right contact centre solution for a business, industry and geography… and more importantly, for the customers? How do enterprises identify the right partner that can manage across the stages of assessment, migration and solution adoption with their proven capabilities and managed services?
Choosing the right Contact Centre as a Service (CCaaS) solution: The 7Cs As the requirements from customers, employees and technology continue to evolve, here is a set of 7 attributes and questions that enterprises should consider and ask themselves while choosing the right cloud-based contact centre solution for their business:
- Consolidation: Does the solution help you with self-service or intelligent call routing to route interactions across distributed ACDs (Automatic Call Distributors), SIPs (Session Initiation Protocols) and networks?
- Control: Can you easily control global routing and does your contact centre management have control over the call flow, matching agents based on skills, geographical location and caller profile?
- Conversational Experience: Does the contact centre solution infuse intelligence into CX and employee operations through bots, voice biometrics, virtual agents, sentiment analysis, etc.?
- Consistent Experience: Can the platform offer consistent experiences to every end-customer, irrespective of multiple ACDs, hybrid workplace realities or customer interaction channel?
- Cost: Can the solution provider offer a commercial model with the benefits of consumption-based pay-as-you-use flexibility and scalability, with little to no upfront capital expenditure, thus reducing the Total Cost of Ownership?
- Contract Simplification: Can vendor management be simplified by working with one partner, thus avoiding multiple maintenance contracts and relationship hassles with different vendors?
- Complete: Is the technology partner offering a complete solution, including voice, network, various CCaaS options, professional and managed services?
Offering you a choice of partner-hosted and Tata Communications-hosted contact centre solutions built on a strong voice services infrastructure, Tata Communications brings in experienced professional and managed services to support you through every step of your contact centre journey. Driving"Tata Communications portfolio of Contact Centre as a Service (CCaaS) answers yes to all these 7 Cs."
business growth and fuelling success in today’s competitive market, Tata Communications promises to help you drive exceptional and differentiated CX. Learn more at
https://www.tatacommunications.com/solutions/unified-communications/contact-centre-as-a-service/
[1] IDC InfoBrief, sponsored by Tata Communications, Optimizing Customer Experience and Engagement with Cloud-Based Platforms, doc #US48786222, February 2022
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