As the business world continues its path towards a cloud-based and digital-first approach, one area that’s increasingly growing is the development of contact centers as a service (CCaaS). CCaaS offers companies a robust and effective contact center solution that still allows them to remain flexible and keep costs down. Companies are taking notice of the benefits of CCaaS, and the industry is expected to grow from $6.7 billion in 2024 to $7.9 billion in 2025 — a compound annual growth rate increase of 18.7%. There are numerous reasons for a company to utilize a CCaaS, including its usefulness for always-online digital workplaces and potential global reach. Still, businesses are also turning to CCaaS for the ways it is revolutionizing what customers have come to expect from a traditional contact center.
One big reason companies are relying on contact center as a service options is that they’re finding the centers more reliable for their customers and clients. Outsourcing a contact center allows a business to respond and assist customers even when the company’s teams are otherwise occupied. Customers especially appreciate that many CCaaS options offer extended operating hours; some are even available 24/7.
As users live more and more of their lives online and in digital spaces, a contact center as a service’s ability to access data and the interaction history of customers becomes invaluable to companies. However, customers also see benefits from this. For example, suppose a customer calls a CCaaS for assistance with a product or service. In that case, there’s often less time spent reviewing potential solutions the user has already tried. This can also increase customer satisfaction as the user history can alert the CCaaS agent to other services and products from the company that they may use, avoiding unnecessary sales pitches or solutions.
Due to the digital and often cloud-based nature of contact centers as a service, companies that use them have the flexibility to deploy them strategically. This allows businesses to prepare or adapt their CCaaS according to their needs, which means more effective and efficient customer interactions. Know your business is launching a new product soon? Companies can instruct a CCaaS to focus on technical support and issue reporting, making customers feel heard and appreciated.
While the benefits of a CCaaS may seem obvious to most organizations, businesses should not overlook the myriad benefits for clients and customers, too. From personalized histories and improved trust to scalable and flexible utilization, customers can also reap the benefits when companies use a contact center as a service.
Interested in learning more about CCaaS for your organization, but don’t know where to start? Reach out to New Era Technology today to see how a CCaaS can revolutionize your customers’ experience and improve their satisfaction.