Introducing Contact Center-as-a-Service (CCaaS)

Where Do We Start? 

The history of the telephone is a storied affair that stretches all the way back to 1672 when Robert Hooke created the first acoustic telephone (think dueling tin cans on the opposite ends of a string). Morse code and the telegraph showed up 200 years later. It wasn’t until Alexander Graham Bell invented the telephone in 1876 and placed the first coast-to-coast ”long-distance” call across America in 1915, that we got a glimpse of what the “telephone” could really do. 

After those historic beginnings, technology stumbled into the ‘60s and intercontinental wires spanned the Atlantic, star-bound satellites were launched into orbit, and “everyday” fiber optics commingled to create a pathway for the little rectangular black mirror (or modern-day phone) to make its way into your hand. Chances are you’re reading this article on that device right now.

But why invest all the telecommunication fervor to help point A reach point B? Human connection. This hardwired trait is as old as time. How we got from a flimsy string and soup cans to today’s hand-held computers is a mind-blowing technology evolution that almost doubles every two years. And our craving for that technological connection is strong. According to Statista, the average American spends 5-6 hours on their mobile device every day. From social media to work tasks, entertainment breaks back to social media, people are on their phones to feel connected. We are shaped by our social environment and ability to connect. In fact, when we feel “social” pain it is the same sensation as physical pain. Our sense of bond with others is that strong. How is your business connecting with customers? Is it a positive interaction or something painful? The technology discussed below is not new, but the way it is being integrated into the business ecosystem is amazing, affordable, and mission critical for any industry looking to create and sustain future growth. 

Drumroll, Please

History matters because it better helps us see the future. And the future of business is centered around providing a personalized experience that can be tailored to the individual customer’s needs. This is well beyond any niche marketing tactic used to connect with customers. We’re talking about a core shift away from past CRM practices and revealing why more successful businesses are transitioning to a Contact-Center-as-a-Service (CCaaS) model because they recognize the need to foster better relationships at every touchpoint in the customer journey. 

So what IS Contact Center-as-a-Service (CCaaS)?

CCaaS is a professional service that enables organizations to manage their customer interactions through any channel of communication—voice, web, chat, SMS, or video. This omnichannel interaction is a company’s lifeline to customers, and it needs to be treated as if the customer was in-person, sitting directly across the table. The customer experience is critical at every stage, and their perception of your brand hinges on the outcome of this transaction. Let’s be clear. We are talking about human-to-human interaction and not those annoying robocalls you get throughout the week to extend your warranty. (Those folks need a new profession.)

When adopting CCaaS, you are not looking for a “one-size-fits-all” product and then expect to have positive results. This is too personal to your business beliefs. Consumers don’t want a pat on the head as they are told to move along. Your customers expect a positive experience that completely satisfies their reason for contacting your company. Give them a reason to stay connected to your business for the long haul.

Is CCaaS just for Customers?

Absolutely not! This human-lead technology does not stop with a high-level customer experience. Your employees—a critical layer of your customer and client support—deserve a career path balanced with growth and leadership opportunities. It is imperative that you focus on purposeful employee engagement the same way that we do with ours. It’s important to invest in top-tier talent to help handle increasingly complex inquiries. Along with amazing talent, you can partner with CCaaS companies that provide operational support, staff augmentation, training, management, and the technology to help you achieve a customer-centric ecosystem from the inside out. When your employees are fully equipped, they have the time and means to understand your customers more succinctly. As a result, they can handle any complexity of customer requests, speed up the solution process, and ramp up your ROI.

It’s Time to Be the Champion

Customers’ perception of your company has a profound effect on their loyalty and brand perception. Put yourself in their shoes and be their champion. And it all starts with Digital Transformation. This practice is the beginning of providing accurate service and information as well as making all your interactions effortless. When engaged customers connect with engaged employees, companies can experience up to a 240% boost in performance-related business outcomes. 

What do you need to digitally transform your business? It’s okay if you don’t know the answer to that question. To say it simply, you want to partner with someone who can connect everything and make sure it works for you. How you get there might feel a bit more complicated on the surface, but there are experts–like Bitwise Industries–that have met these goals for clients (and we look forward to doing it for you, too). From the initial call through the strategic assessments, you need someone to uncover every opportunity that provides you with the digital solution that best fits your needs. To fully integrate your systems, it takes a lot of consulting with your company and industry experts. But in the end, you will have a robust digital system that will allow your teams to collaborate through a custom framework between different locations and business units. 

Where Do You Start? 

Schedule a chat with us. Bitwise realizes the significance of this moment for our clients. That is why we tailor all of our CCaaS offerings with a holistic approach that is personalized to your business. Bitwise has the evolving technology and ideals to forge the path for the Contact Center revolution. We employ the strategies and technology to accomplish an end-to-end solution through AI technology to transform all of your omnichannel needs into one Contact Center source. Through our custom-software development and Cloud-based services, we have all of the resources that you need to bring your current workflow into the digital world and beyond. 

Let Us Help

Technology Consulting is the Software Development-as-a-Service division of Bitwise Industries that specializes in custom software development, managed services, and Salesforce implementation. Our technology professionals have deep experience applying cutting-edge technology solutions to help entities with contact center needs – navigate the technology landscape to find solutions to optimize their operations.

If you’re interested in uncovering the tech possibilities available to your organization, click this link to schedule some time with one of our experts. 

This post was written by Jeff Rickels, Technical Writer for Bitwise Industries. When he’s not writing, he’s pondering the various spellings of Gail (eg: Gale, Gayle, Gael). Even though they all sound the same; each has a very different meaning. One is a very strong wind. Another is a Gaelic-speaking person. One spelling translates to a father’s joy, and finally, the other was a fifth grade girlfriend.