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The global market for CCaaS is growing exponentially and will continue to do so. According to figures released by Forbes Business Insights, the value of the Global CCaaS market is forecasted to reach a value of over US$ 15 Billion in 2029 (up from a value of just US$ 4 Billion in 2022).
Moreover, some leading CX vendors around the world are already planning to or have already announced their intentions to discontinue the on-premise CX platforms they offer in favor of focusing entirely on their cloud-based CX offerings.
CCaaS is the latest and most effective iteration of contact center operations and provides the most proven model for maximizing CX delivery while also optimizing CX environments to achieve CX excellence by providing customers with a superior level of engagement in every interaction.
Read on to explore how this is the ideal first step toward CX optimization in your contact center operations.
Improvements to flexibility and scalability through the cloud
CCaaS operations enable businesses greater flexibility and speed in adapting to changing customer needs and demands efficiently. The cloud-based architecture of CCaaS platforms also allows businesses to scale up or down as needed in line with volumes of interactions. Hence, businesses can quickly respond to fluctuations in call volumes, seasonal demands, or sudden growth without disrupting CX delivery.
Unification of CX delivery with omnichannel capabilities
With the rise of multiple new digital channels, customers expect multiple touchpoints for communication. Migrating to CCaaS enables businesses to embrace omnichannel capabilities by integrating multiple channels together for unified CX delivery, allowing customers to seamlessly switch between channels. Agents can also access all relevant information centrally, improving efficiency and reducing frustration.
Elevation of personalized CX from analytics and insights
Organizations can use customer data to better personalize interactions through CCaaS by integrating customer data across multiple channels. Agents can gain a 360-degree view of customer journeys through insights from advanced analytics to personalize interactions based on customer history and preferences. This leads to a more personalized and engaging CX delivery that improves customer loyalty and retention.
Automation for greater operational efficiency and returns
Repetitive and monotonous tasks such as call routing and queue management can be easily automated in CCaaS operations, freeing up agents to focus on more complex interactions. This also enables contact centers to deliver more active and dynamic engagement, such as proactively sending notifications or providing self-service options. This improves efficiency, reduces wait times, and boosts customer satisfaction.
Experience what a proven automated solution can do to optimize your CX platform and maximize returns from the right allocation and utilization of resources.
The recommended solutions that can allow organizations to effortlessly scan, audit and optimize resource allocation and CX delivery before and after contact center migration are as follows:
Migrate to CCaaS with confidence by getting pre-migration preparation right with reliable insights uncovered through automatic discovery and accurate CX forensics.
Clarity automated discovery service by Blackchair scans your CX environment automatically to identify misaligned and junk configurations. It also assists organizations in eliminating the redundancy built into any legacy contact system to streamline the contact center for CX migration. Using Clarity will allow you to lay out a clear road map for CCaaS migration based on the requirements and nature of your contact center operation.
Yes, the Clarity and Symphony automated contact center optimization solutions by Blackchair can integrate with any CX environment that is based on platforms offered by leading vendors across the globe including Genesis, Five9, Verint, and more.
Yes. Symphony provides results and synergy that are customized and personalized based on the operations within your CX environment to ensure an ideal fit that drives optimization and results from your CX management platform.
Synergize operations within the entirety of your CX environment by synchronizing all systems and processes in your CCaaS operation through automated configuration and DevOps management.
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