How to choose the best CCaaS provider
Contact centre as a service (CCaaS) providers are helping businesses better serve customers on various communication channels. With many providers in the market, a company can find it challenging to identify a suitable one. Here is what to consider when choosing the best CCaaS provider.
Omnichannel functionality
CCaaS providers support multiple communication channels. These include email, voice, live chat, SMS, and social media. Some providers isolate channels using a multichannel system. This means a customer's history in a live chat session may not be accessible by an agent handling voice calls when the customer switches.
While a multichannel system is affordable upfront, the inability to share information across channels can be disadvantageous.
Omnichannel CCaaS software solves this issue. It integrates all touchpoints into a single, unified interface. A customer’s communication history across all channels is maintained in one platform. If a customer switches from SMS to a phone call, an agent can access their data and context from the text session.
An omnichannel system ensures convenience for agents. It also eliminates the need for clients to repeat information, improving customer experience and retention.
Advanced AI features
Artificial intelligence (AI) in CCaaS is transitioning to Agentic AI. This is an advanced semi-autonomous system that acts as an agent. It reasons, plans, and executes multistep tasks.
As a proactive technology, it goes beyond generating responses. It analyses a customer’s real-time behaviour and historical data. In turn, it predicts and resolves an issue before it escalates or a customer reports it.
For example, if a customer’s payment is declined, instead of sending an email and waiting for a response, an AI-driven CCaaS system handles the issue. It assesses the decline codes and offers an instant solution. For example, providing alternative payment methods or advising a customer on the best time to retry.
Predictive routing is another way advanced AI improves CCaaS systems. This technology replaces matching customers with the next available agent with matching them with the best-suited one.
It examines a customer’s real-time context and historical interaction. It also evaluates the performance data of agents on the particular issue. Then, matches the customer with an agent most likely to deliver a desired outcome.
When agents are occupied, the AI-powered system manages the virtual queue. It analyses customer intent, sentiment, and urgency in real-time. This allows it to organize the queue based on priority and offer customers the option of receiving a callback.
It’s vital to check the AI tools of a CCaaS provider. Advanced AI features enhance customer experience, provide personalized responses, and reduce manual tasks for agents.
Third-party integrations
Another factor to consider when choosing a CCaaS provider is third-party integrations. Using open Application Programming Interfaces (APIs) and other tools, CCaaS systems allow businesses to connect third-party applications.
These include Customer Relationship Management (CRM) systems, such as Salesforce and Zendesk, communication tools like Microsoft Teams and Zoom, and analytics tools. A business can also connect workforce management and ticketing systems.
The third-party tools and the CCaaS system are operated from one dashboard or a "single pane of glass." Agents can access customer data, manage customer interactions, communicate with each other, and view personal statistics from a single screen. Supervisors can also use a desktop dashboard in the CCaaS system to monitor and manage agent performance.
Integrating third-party platforms into a CCaaS system boosts agent productivity and saves time.
Conclusion
Companies should be intentional when choosing a CCaaS provider. Working with a provider who can’t meet your needs can lead to financial losses and reputational damage. Use the tips discussed above to find a provider that helps you improve productivity and customer experience.
