Key Takeaways

• CCaaS is a cloud-based, OPEX solution that provides companies with specialized call services of an on-prem contact center
• CCaaS typically increasing the efficiency of outbound and inbound calls by taking advantage of data sources more readily accessible to a cloud-based platform
• The outbound dialer, skill-based routing, and workforce optimization features of CCaaS promote agent accountability
• There are three types of outbound dialing options, each with different features: Predictive, Power, and Progressive
• A PSTN implementation allows businesses to keep their on-prem systems and uses a traditional PSTN method to route calls from the ACD to an agent’s DID
• Pairing UCaaS and CCaaS allows businesses to deliver customer calls from the ACD via agent softphones
• CCaaS is lucrative for agents because clients must purchase either a named license or a concurrent license and consider the usage charge

Old Vs. New

Traditional Contact Center (OLD)

• On-prem call centers
  • Voice only contact with customers
  • on-prem set up with a lot of equipment
  • PBX: On-prem telecommunication system used to access desk phones, conferencing, voicemail, call recording, and fax machines.
    • Make outbound voice calls from their desk phones
    • Having limited data about the customer - meaning they need to re-explain
  • ACD: Makes it possible for calls to be answered and automatically routed to a specific agent or department within a company
• Outdated contact centers make for inefficient customer service

Contact centers (CCaaS) (NEW)

CCaaS is a cloud-based solution that provides companies with all the specialized contact services of an on-prem contact center and uses the provider’s data center

• In the cloud
• Include a variety of contact methods (email, chat, etc.)
• Billed as an OPEX
• Outbound Dialer: Technology that enables agents to make outbound calls and view customer data within their CRM for more personalized data
  • Predictive Dialing: Increases the number of actual connections with customers. Calculates the number of calls to make based on time zones, real time data, and historical agent stats to ensure the highest call completion rate
  • Power Dialing: Continuously dials outbound calls at a fixed rate based on a customized calls-to-agent ratio. Setting the fixed ratio correctly is essential
  • Progressive Dialing: Places calls on an adaptable, calls-to-agent basis as representatives become available. Once an agent sets his/her status to “available” the next call is placed
• Goal: To quickly get customers off the phone by resolving their issues as fast as possible

CCaaS Benefits

General

1. Improved agent performance
2. Handle more calls
3. KPI reporting
4. Streamlined agent training
5. Increased customer satisfaction
6. Outbound dialing
7. Because it is hosted in the cloud, agents can help customers from anywhere
   • Eliminating the costs of a brick and mortar shop
8. Omni-channel engagement capabilities
9. Streamlines tools to meet expectations while improving customer interactions

Financial Services

Summary: Automated services, Customized alerts, and Omni-Channel Engagement

1. Automated Services
2. Customer Service Quality
3. Virtual Banking with Account Alerts
4. Individual Omni-Channel Engagement
5. Data Analytics
   1. Can be used to create FAQ pages containing common issues customers face, which free’s up agents for more specific issues
   2. Scripted responses into chats for commonly asked questions. This gets customers an accurate answer faster than if the agent were trying to type. This can also be beneficial when answers needed to be scripted for legal reasons
6. PCI Compliance

Healthcare

Summary: personalize services, lower wait times and create prescription and follow up appointment reminders

1. Personalized Healthcare
2. HIPPA Compliance
3. Private information remains private
4. Prescription and follow-up appointment automatic reminders
5. Lower wait times

CCaas Features

1. Rapid Scalability
   1. Adjust seasonally
   2. Add and remove users easily (even if they work remotely)
2. Overlay options
   1. Can overlay with existing call center technology
3. Work from anywhere
   1. Softphone application
   2. Top talent > Local talent
   3. Easy troubleshooting and onboarding
4. Agent Scripting
   1. Script alters during conversation
   2. More technical solutions
   3. Maintains network reliability
   4. Reduces downtime
5. Built in Redundancy
   1. Maintains network reliability
   2. Reduces downtime
6. Self service IVR
   1. Checks order status, balance information and confirms appointments
   2. Caller authentication
   3. Visual IVR
7. Queue Callback
   1. Saves place in line
   2. Calls back
8. Agent Facing Screen Pops
   1. Relevant customer information

Business Drivers

• Line of Business Application Integration
  1. Cloud-based application integration
  2. CRM integration
     1. Manage and track customer interactions
• Hardware End of Life
  1. No hardware updates are needed
  2. The provider makes all required updates in the cloud
     1. Guaranteeing an easy reliable service with scalability
• Supervisor tools
  1. Data and analytics
     1. On employee performance
     2. Can help agents understand complex customer journey
  2. Screen and call recordings
     1. Maintain data integrity
• Global Accessibility
  1. Same experience around the globe
     1. Allows employers to hire the best and most efficient talent
     2. Talent is the biggest expense for a contact center
  2. Reduced latency
• Omni-channel Engagement
  1. Self-service features
     1. Consistency and customer loyalty
  2. Social Media
• Easy Administration
  1. No IT background needed
  2. Easy troubleshooting
• AI Machine Learning

  1. Proactively personalizes customer interactions

  2. Helps with automation, optimization, accuracy, speed, and connecting data from all interactions

  3. Works best when working with humans, not replacing them

Qualifying Questions

1. How many agents do you have?
2. Do you have any part time agents?
3. Is this number reflective of total full time and part time agents?
4. Are these agents spread across multiple locations?
5. Do you have any remote agents?
6. Do you have any plans to support (or increase) remote agents?
7. What current telephony platform are you using for your contact center?
8. Are your agents using Hard Phones or Soft Phones?
9. What are you using for your current CRM or system of record?
10. Do you currently have an integration with the agent interface and your CRM?
11. Is this computer telephony integration or a native integration?
12. What other technologies are you currently using in your contact center? i.e. chat/sms applications, internal knowledge base, WFM/WFO, etc.
13. How are your customers contacting you today?
14. Phone, chat, email, all listed? Any I missed?
15. Whats the volume of interactions for each channel?
16. Is there an outbound component to your support process today?
17. What does the typical call flow look like?
18. What does that process look like? (i.e. authentication through issue resolution to after call work)
19. Why are you looking at alternative telephony solutions?
20. What are your main business challenges with your current platform?
21. Is this part of a broader company project/initiative?
22. Were you involved in the purchase process for your current telephony platform?
23. How did you and your colleagues manage this type of purchase decision?
24. Who else from your organization is going to be involved in the decision making process?
25. What was the process like in the past for your company implementing similar technology?