Kontaktní centrum jako služba

One of the most important aspects of running a business is ensuring that you take good care of your customers. However, with so many available technologies and software solutions, picking suitable options can be challenging.

Nevhodné softwarové řešení může vést k neočekávaným výdajům, nemluvě o problémech se škálováním. Mnoho podniků proto přechází na kontaktní centrum jako službu (CCaaS). Co to ale CCaaS je a jak přesně pomáhá?

The idea is to create a robust contact center operated by the service provider, which drastically reduces your overall IT costs. These unique software solutions are designed to help you handle all inbound customer interactions and improve the overall customer experience. The most popular tools are cloud-based customer experience solutions that allow you to quickly address issues across every communication channel without worrying about maintenance or upgrades. 

Jak funguje kontaktní centrum?

Many people confuse contact centers and call centers. While the two terms might sound similar, a contact center accepts inquiries from multiple channels, while a call center uses only the traditional phone system. Most contact center software is powered by cloud technology. It allows businesses to improve the quality of their customer service across all interaction channels, including email, text, phone calls, website, or social media.

Contact center infrastructure is a huge challenge to set up on your legacy systems, which is why most companies use these modern cloud-based CCaaS solutions. An online solution offers better contact center functionality and advanced features such as an automatic call distributor, a predictive dialer, skills-based routing, interactive voice response, or multiple forms of voice calls. That is only possible with a cloud-based phone system, while a traditional phone system is limited.

Jaký je rozdíl mezi kontaktním centrem a call centrem?

A call center allows you to make and receive calls, while a contact center supports omnichannel customer interaction. In other words, a cloud-based contact center solution will enable customers to reach your support team through email, live chat, phone calls, website, or social media.

While a classic call center is either an inbound call center or an outbound call center, a contact center platform includes communication through all digital channels. Most contact center cloud solutions are designed to help improve the efficiency of your agents while improving overall customer satisfaction.

It can be an inbound contact center or an outbound contact center, depending on your needs. You can also opt for an on-premises contact center if you don’t want a cloud-based solution. It works the same as an on-premises call center, with the ability to manage inquiries from digital channels. 

Jaké jsou různé typy kontaktních center?

V kontaktních centrech existuje několik různých typů určených pro konkrétní odvětví a použití. Zde je stručný přehled hlavních typů kontaktních center.

1. Virtuální call centrum

Virtuální kontaktní centrum je cloudové řešení, které vašemu týmu zákaznické podpory umožňuje pomáhat zákazníkům odkudkoli na světě. Umožní vašim agentům spravovat všechny hovory a dotazy na dálku.

2. Místní kontaktní centrum

Místní kontaktní centrum je také známé jako starší kontaktní centrum a je provozováno výhradně z jednoho místa. Kromě geografického omezení musí firmy do provozu on-premise kontaktního centra investovat mnoho času, peněz a úsilí. A konečně, všichni agenti kontaktního centra musí řešit problémy zákazníků ze stejných kancelářských prostor. Proto je tato možnost mnohem omezenější než model kontaktního centra v cloudu.

A cloud contact center software is also a better solution because it can keep working even if your HQ loses power or experiences any other issue. Your agents will simply continue providing customer support remotely, and you won’t have to worry about extra expenses on hardware and other equipment.

Jaký je rozdíl mezi UCaaS a CCaaS?

Both UCaaS and CCaaS are technologies used to manage customer communication. While there are some differences between them, they work best when combined. For example, UCaaS focuses on internal collaboration, while CCaaS focuses more on multi-channel communication with customers. When combined, UCaaS and CCaaS offer unified communications as a service model, helping you save many overhead costs.

Jaké jsou výhody kontaktního centra jako služby?

Cloudové systémy kontaktních center poskytují dlouhý seznam výhod, které nejen optimalizují celý provoz zákaznické podpory, ale také vám pomohou snížit celkové náklady. Většina řešení CCaaS nabízí výhody jako např:

• Workforce optimization
• Enhanced customer satisfaction
• Reduced downtime 
• Rapid innovation by adding new features
• Cloud migrations
• The ability to increase employee productivity
• A safe and affordable upfront investment
• Substantial cost savings when compared to legacy systems
• A drastic reduction in the cost of ownership
• Customer experience analytics
• Better business outcomes in the long run

Video overview of the contact center as a service

Uncover the numerous benefits of adopting CCaaS for your organization. Explore how it enables scalability, flexibility, and cost-efficiency, eliminating the need for on-premises infrastructure and providing agility in managing customer interactions. Understand how CCaaS empowers businesses to optimize resource allocation, improve agent productivity, and achieve higher customer satisfaction rates.