What Is CCaaS?

You’re likely already familiar with on and off-site call centers, but you might be asking yourself, what is CCaaS? Contact Center as a Service (CCaaS) is a cloud-based contact center software or contact center management system that can act as your business’s central hub for connecting with customers and within your organization. These affordable, automated solutions will quickly simplify your daily operations and solve customer communication issues without having to invest in expensive on-site call center services or specific hardware.


On-Site Call Center Solutions vs. CCaaS

Although the names might sound similar, there are some stark contrasts between call center services at CCaaS solutions. The primary difference between these two valuable solutions is how your customers connect. As the name suggests, call center services often focus on inbound client calls for the most part. Alternatively, CCaaS solutions cover a lot more ground, allowing you to make outbound calls while also giving your customers the ability to reach out to your business via phone, email, text, live chat, social media, and more.

Organizations that receive an abundance of inbound calls might find a better fit with call center solutions than cloud contact center software for businesses. But don’t worry – our team of experienced business IT specialists in the Twin Cities can help you select the perfect solution to suit your needs.

CCaaS Features and Capabilities

Cloud-based contact center as a service or CCaaS can completely change how your teams work and communicate with customers. With more functions and capabilities than ever, your employees are bound to become more productive and efficient with each passing day. Our Twin Cities CCaaS solutions come jam-packed with a wide selection of special features and capabilities, including:

  • Call Recording
  • Screen Recording
  • Voice Recognition
  • Intelligent IVR Menus
  • Workforce Management
  • CRM
  • Application Integration
  • Advanced Real-Time Reporting
  • In-depth Analytics
  • Inbound/Outbound Dialer Services
  • Performance Metrics
  • Automated Customer Surveys
  • Custom Scripting
  • And More!

Like all cloud-based software, your team can access CCaaS solutions from anywhere in the world as long as there is a reliable internet connection. This gives your employees the capability to work from the office, from home, or really from anywhere they want. With the demand for remote work becoming greater and greater every day, what could be better than a cloud-based contact center solution? Contact us now to learn more about CCaaS capabilities from our IT experts and consider whether this is the right solution for your business.

Enhance the Customer Experience With CCaaS Solutions

Our reliable CCaaS solutions can bring your business a wide range of benefits. Now you can connect with more customers, expand your operations, and continually push your business forward without eating into your bottom line. Let’s look at some of the amazing advantages of our CCaaS solutions for businesses in the Twin Cities and beyond:

Stay Current

One of the most valuable characteristics of cloud-based contact center as a service is the scalability your business receives. The cloud is everywhere you look these days, and for very good reasons. Cloud software solutions can be accessed from anywhere and continually updated without replacing any expensive equipment or other kinds of hardware. As long as your business has a reliable internet connection, you can obtain the latest and greatest iteration of your CCaaS software right away instead of spending a considerable amount of cash on newer systems.

Expand Your Operations

Our high-quality CCaaS solutions also offer your business the ability to continue expanding operations. With a robust CCaaS software on your side to scale with your business, your customer service team can take on more calls, work more quickly and efficiently with automation, and even turn their focus to other projects with all the added free time from switching to a CCaaS solution. You also won’t have to worry about the additional expense of hiring more employees at an on-site call center location since CCaaS can scale exponentially and assist as you take on more clients.

Create Genuine Connections

If there’s one surefire way to continue propelling your business forward, it’s by building proper relationships with all of your clients, no matter how big or small. Since CCaaS solutions are installed directly to company desktops and devices, your clients can connect to the channels they need immediately instead of going through the hassle of contacting an on or off-site call center. With CCaaS solutions integrated with your daily operations, your customers don’t have to wonder who they’re talking to or when they’ll get a response. They’ll feel much more comfortable and confident choosing your business after connecting with an actual employee and getting the answers they want right away.

Cut Down Costs

Our CCaaS solutions for businesses in the Twin Cities offer a wide range of benefits, but perhaps their affordability is the best aspect of these types of software. We’re proud to provide budget-friendly CCaaS solutions so your business can continue moving forward without cutting too far into your bottom line. And the savings don’t stop there; CCaaS solutions scale with you and update through the cloud, so you won’t have to consider the additional costs of updating your equipment and software after selecting CCaaS from Integrated Communications.

Keep Your Focus

Some of the most valuable features of CCaaS solutions are the various automation and call routing capabilities. Options like ACD and IVR allow your teams to stay focused on the work that keeps your business running smoothly instead of struggling to route and connect with customers. Not only can you integrated CCaaS solutions with your existing CRM and business software, but you can also customize your capabilities to meet the demands of your daily operations. CCaaS keeps customers happy and helps your company stay focused on core competencies and more.

Selecting the Right Kind of CCaaS Software

There are quite a few kinds of cloud contact center software available to select from, each with unique capabilities for your business. Take a closer look at each one below before deciding on the solution that suits your business and its teams best:

• Automatic contact distributor (ACD) – This is a skills-based routing software utilized to manage your universal queue for voice, chatbot, messaging, and social media interactions. You can customize your ACD channels to route clients to customer service agents based on the issue and the employee’s skills and expertise, ensuring a high-quality customer experience every time.
• Interactive voice response (IVR) – This interactive menu offered with CCaaS allows callers to select the type of assistance they need using their voice or by simply pressing the number associated with each action. In addition, IVR and ACD solutions can be integrated for greater efficiency and functionality.
• Outbound software/predictive dialers – This CCaaS feature is often utilized to proactively reach new and existing customers. It’s an excellent option for businesses built on a sales model because modern predictive dialing software provides higher connection rates.

At Integrated Communications, we only partner with North America’s most reputable CCaaS providers. Our team of Minnesota IT specialists ensures that your integrations are seamless, and our respected national CCaaS providers do the rest. You’ll never have to worry about troubleshooting your software issues again with our outstanding customer service and reliable CCaaS providers.

Get Connected With Our Top Twin Cities CCaaS Solutions

In this day and age, it’s more important than ever for businesses to stay both relevant and connected with their customers. You’re constantly striving to grow, perfect your services, or create new and exciting products, so why shouldn’t your business IT solutions scale with you too?

We offer top-of-the-line cloud contact center solutions so your business can continue moving forward and cultivating meaningful relationships with your clients each day. Don’t wait any longer; contact Integrated Communications today to get started with quality CCaaS solutions you can trust to propel your business to the next level.


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