Scale Your Operations, Go Global with NEARSOL’s CCaaS

NEARSOL offers whitelabel customer care via its Contact Center- as- a- care (CCaaS) service.

CCaaS is a white- label approach to customer service. NEARSOL will provide the operational support for the contact center while its partner will provide the client relationship management. NEARSOL manages all dayto-day aspects of the contact center to ensure the results promised to your client under your banner.

CCaaS is fast becoming a business model of choice

CCaaS is a framework that blends the i deas of contact center hosting with cloud- based contact center infrastructure. Organizations gain flexibility and agility by using CCaaS. Furthermore, they might pay less for assets with both high and l ow demands.

Organizations using CCaaS models may employ software subscriptions (software as a service) and rent hardware assets f rom a provider rather than owning the assets themselves. With this protocol, firms, organizations, and businesses use a payas-you-go mechanism to get resources as demand rises or falls. Organizations may choose to rent infrastructure or acquire their own and have it maintained by a CCaaS provider.

Others may blend owned and managed infrastructure, which is known as a hybrid approach.

Cloud- based contact centers are becoming more popular. During the COVID-19 pandemic, over 60 percent of firms chose single- or multitenant cloud- based contact center technology, according to Metrigy’s “Customer Engagement Transformation: 2020-21” assessment of 700 worldwide enterprises.

CCaaS history and evolution

The origins of CCaaS may be traced back to the early days of call centers. Call centers were and still are entirely phone- based,

with clients dialing a toll-free number to speak with an organization representative. These calls were often the only contacts clients had with companies, and they were the only way to reach them.

After call centers, there were contact centers , which enabled clients to contact firms via their chosen channels, such as email, chatbots, and social media, among others. Contact center technology has increased in popularity as firms have continued to develop and technologies such as the cloud have gained prominence.

This ongoing innovation, as well as enterprises’ desire to reap the advantages of cloud technology in their contact centers, gave rise to CCaaS.

What are the advantages of CCaaS?

The advantages of a CCaaS model include the advantages of cloud deployment methodologies and the flexibility of contact center activities.

The following are some of the advantages of CCaaS:

* Service providers handle assets such as IT investments and hardware, removing the need for enterprises to devote time and money to managing and maintaining them;

* Scalability and resource flexibility;

* Improved user experience;

* Compliance may be aided by easier hybrid architecture installation in collaboration with existing on-premises contact centers;

* Better planning for the adoption of innovative applications; and

* Better future preparedness with cloud access to functions such as AI.

Because of the simplicity of implementation, onpremises contact centers have more interaction channels.

Cloud providers eliminate the requirement for enterprises to develop and test new supporting software and servers. Furthermore, companies with eight or more channels had much higher customer satisfaction than those with less than four.

Further, when compared to on-premises contact center software, there are cost reductions. Full CCaaS costs $1,300 on average per agent per year on average, compared to $2,100 on average for onpremises.

Organizations often utilize CCaaS for client communication and intra- organizational staff collaboration. Customer service is enhanced by features such as automated call distribution and interactive voice response in CCaaS, which incorporates contact center software. Last but not least, CCaaS enables support and sales representatives to engage with clients across many channels via a single cloud platform.

What distinguishes CCaaS from other contact center options?

CCaaS is a form of cloudbased contact center, one of various types of contact centers.

CCaaS is more similar to hosted and virtual contact centers in that it may be outsourced and its cloudbased architecture allows agents to operate remotely.

Although all forms of contact centers serve the same goal, hardware contact centers vary the most from CCaaS.

Many organizations have found the CCaaS business model as the most optimum for expansion as CCaaS gives them the freedom to:

* Use collaboration technologies like team chat and video to effectively manage distant teams;

* Provide a unified customer experience, interact with consumers using their chosen channel – on the phone or through chat, SMS, social, or in-app messaging;

* Employ real-time and historical dashboard monitoring to analyze call history, activities, interaction volume, and trends for speedy root cause investigation; and

* Utilize and eventually integrate open APIs that interface with premier AI engines, natural language platforms, and machine l earning technologies to take advantage of artificial intelligence.

Let NEARSOL’s Contact Center-as-a-Service work for you and your business.

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NEARSOL is a US- based BPO and service company that offers clients custom-design solutions. With major hubs in Manila and Iloilo, it began operations in 2011 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning many awards for quality and service along the way. Most recent of which is its Great Place to WorkCertified ™ Recognition, a global accreditation that tells stakeholders what employees think of the company culture.

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