In today’s digital age, exceptional customer experience is not a luxury but a fundamental part of the enterprise’s success. Traditionally, contact centres translated to expensive hardware, large IT teams and a physical infrastructure. It was a daunting and expensive task to set up an enterprise’ business communication infrastructure.
Today, MSME solutions like Contact Center as a Service (CCaaS) have made our lives easier. By migrating the operations to the cloud, CCaaS provides a flexible and scalable solution that boasts of advanced features like automation, omnichannel communication, real-time analytics, etc.
Read along to find out how CCaaS is a must-have MSME solution for enterprises that are seeking to reduce operational costs and enhance customer experience.
How CCaaS Helps to Slash Down Costs
Enterprises can save up a substantial amount in terms of upfront investments like hardware, software licenses, physical infrastructure, etc. Here are a few ways in which CCaaS helps cut down on operational costs:
- Reduced Maintenance Cost
CCaaS is a cloud-based solution, and hence it doesn’t require physical servers, on-premise infrastructure and other hardware that come with significant maintenance costs. Opting for CCaaS solutions also means that the updates, maintenance and troubleshooting are handled by the CCaaS provider, meaning that enterprises can save on the overall maintenance cost of the contact centre.
- Reduced Utility Cost
Traditional contact centres require dedicated server rooms, extensive cooling systems and a large office space. Since CCaaS doesn’t need any of these, it helps save significantly in terms of electricity and real estate costs. The cloud-based nature of CCaaS promotes a remote or hybrid workforce, further reducing costs associated with physical office space and utilities.
- Scalable and Flexible Pricing Models
CCaaS solutions work on a pay-as-you-go model, meaning enterprises have to only pay for the resources that they use.
CCaaS also allows enterprises to instantly add or reduce their number of agents, eliminating unnecessary capital expenditure and ensuring optimal resource utilisation.
- Streamlines Operations and Boosts Productivity
CCaaS solutions streamline operations by offering advanced features like intelligent call routing, AI-powered chatbots and self-service portals to handle routine queries. These features free up valuable time for the agents to focus on high-value interactions. This increases agent productivity and lowers staffing costs.
How CCaaS Enhances Customer Experience
Reduced operational cost is not the only advantage of adopting a CCaaS solution. The real benefit is unprecedented improvement in customer experience. Here are a few ways in which CCaaS manages to elevate customer experience:
- Encourages Employee Training & Customer Loyalty Programme
The money saved by enterprises by adopting a CCaaS solution in terms of operational cost can be reinvested in employee training and customer loyalty programmes. This helps to elevate the customer experience like never before.
- Enables Omnichannel Communication
CCaaS enables enterprises to have omnichannel communication. This means that customers can reach out to enterprises through multiple channels like voice, chat, email, social media, etc. This ensures seamless resolution of customer queries and concerns.
- Personalised Support
Since CCaaS brings all the customer communication under a single roof, agents have greater visibility on the customer journey and history. This enables them to provide customers tailored and personalised support based on real-time analysis of customer histories and preferences.
- Real-Time Analytics
AI and machine learning allow CCaaS providers to do a thorough sentiment analysis for their clients. This helps agents to understand a customer’s mood prematurely and tailor their response accordingly.
CCaaS allows enterprises to track customer satisfaction (CSAT), average wait times, and first-contact resolutions. These valuable insights enable enterprises to make data-driven decisions in terms of optimising workflow, employee training and refining customer journey.
Conclusion
CCaaS is one of the most beneficial MSME solutions for enterprises in India to create a space for themselves in the market. A robust CCaaS solution like the one offered by Vi Business can help MSMEs accelerate their business growth like never before. Vi Business provides a comprehensive suite of solutions that include enterprise mobility, connectivity, security, IoT, etc., that can help enterprises boost productivity, enhance customer experience and future-proof their business.
Transform your business communication today by partnering with a reliable CCaaS solution provider.
