In any era, customer experience is one key factor that encourages people to make positive buying decisions or drive results for enterprises. A few decades ago, when Contact Center as a Service (CCaaS) were limited or mostly unavailable, that time purchase decisions or case resolutions were carried out via physical visits or phone solutions.
Today, in the new digital age, where the world is massively adopting the Contact Center as a Service (CCaaS) model, consumers or businesses are bombarded with choices to choose the best for their purchase decisions or case resolutions.
Mostly the decisions today are based on customer experiences, market presence, faster resolutions, and shared reviews. It shows the evolution of customer experience over the years. So today in this article, let us check out where the new-age contact centres are headed.
Defining New-Age CCs
CCs define the customer services journey. The study of the issue followed by multiple interactions & finally coming up with an effective solution to help customers drive results or make a better purchase decision. It portrays that businesses must put first the customer’s perspective at every stage to create a positive CX & drive ROI.
The Evolution of Contact Center as a Service (CCaaS)
With the onset of the latest technologies and digital play in recent decades, we are thrusting through an exceptional transformation. The contact center services and how businesses manage them have evolved immensely throughout the 2010s alone.
At Precistat, we being in the global market and offering contact centre services for over decades in the industry: have observed long-distance enterprises transition their software, initially intended for premise-based phone solutions, to Contact Center as a Service (CCaaS) vendors.
The vendor-managed strategy being first-of-its-kind, experienced an unkind fete at its inception. We even recall having conversations with analysts and asking how they reckoned CCaaS – which the analysts responded: “We are not there yet.” Two years later, we found them evaluating all CCaaS vendors.
What’s in for the Future?
The evolution of the Contact Center as a Service (CCaaS) industry has been quite exciting & has driven us far from the old-school days. Technology continues to advance, streamlining efficiency, access, and capabilities to meet both modern business & customer needs.
Cloud contact centers have become a go-to for CX success by enabling scalability, supporting the expansion and cost containment – while boosting reliability. Yet transitioning to the cloud contact centers can be daunting if attempted in-house; thousands of details must be examined for proper functionality and optimization, which may seem overwhelming for companies with limited personnel or time.
And with the right partner, these challenges can be overcome. Our mission at Precistat is to help our clients avoid these pitfalls by ensuring optimal customer experiences to future-proof their business by providing flexibility, consistency, and reliability. With our depth and breadth of contact center solutions & operations expertise, we are at the forefront of CX transformation.
Still perplexed? Find out how we can help you embrace the future of CX. Talk to our experts today!