What is CCaaS and How Does It Work?

CCaaS stands for Contact Center as a Service. It’s a cloud-based platform businesses use to cost-effectively operate a highly reliable, feature-rich call center from anywhere. CCaaS is calling or contact services operated remotely (via the cloud). Businesses purchase seat licenses for agents and supervisors, for sales, support, or other teams, but do not need to buy or maintain hardware or software. Employees can log-in to the system anywhere they have internet access.

What kinds of functionality does CCaaS have?

Today’s CCaaS offerings are rich in features and packages that move the needle in engaging customers and your workforce. Automatic Contact Distribution (ACD) – Routing inbound calls to agents based on caller data, IVR selection, skills or business hours. Interactive Voice Response (IVR) – Simply implement call flows without the need for coding. Advanced Calling Features – Everything you expect from a call center, and more such as: Call and Device Routing, Call Transfers, Auto Transfer, Voicemail, Voicemail with Transcription, Activity Logging, Contact Display, and Call Quality Feedback. Dashboards – Get real-time, live views of agent performance against your key metrics and service level agreements. Mobile Agents – Your agents and reps can handle inbound and outbound calls anytime, anywhere, giving your flexibility with after-hours or part-time staffing options. Workforce Management – Automate agent schedules and optimize your staffing for greater efficiency. Administrative Capabilities – For number provisioning, role-based user permissions and user management, ring group management, and call recording. Omnichannel – Empower your agents to move seamlessly between channels to best serve your customers. Agents engage your customers in a variety of ways: phone, chatbots, SMS text, social media, email, and over popular messaging Apps. Artificial Intelligence – With an AI-powered knowledge base, customers and agents can quickly find the answers they seek. Integration – Streamline communications and information flow across your business by integrating your CCaaS with your CRM platform. CSAT SMS Surveys – Measure CSAT and customers sentiment via SMS and customer mood surveys. Reporting APIs – Gather real-time and historical contact center interaction data, and incorporate it into any reporting systems.

What are the business benefits of CCaaS?

By using a CCaaS, the technology is future-proof, easy to deploy, scalable to your business needs, and maintained by Fusion Connect. Flexibility & Functionality Contact Centers as a Service are future-proof. As technology evolves for AI, Omnichannel, or other new areas, so can your service – helping you stay competitive in your industry. Advanced features can be deployed quickly across your business locations, and having it cloud-hosted means you minimize the risk of disruptions. It’s always-on wherever there is an internet connection. Should call volume increase, you can add agents quickly with licensing, no additional hardware or infrastructure required. Security Benefits Protect your business and customers against data breach with the built-in security features of Fusion Connect CCaaS. These include continuous Intrusion Detection systems, layers of User Authentication and Privilege, internal traffic and server monitoring, and user-controlled data encryption in storage and in transit. Financial Benefits Running your own on-premises contact center means you need to think about not only maintaining equipment, but financing for technology upgrades and future growth. Alleviate the worry and reduce capital expenses by using our hosted service.

Contact Center as a Service Solutions

Fusion Connect - The Contact Center as a Service Provider (CCaaS)

Many businesses are realizing they don’t need to – and shouldn’t – run their own contact/call center. Beyond the expense of creating and maintaining a contact center, they often lag behind the newest features and capabilities. An on-premise platform can be a logistical nightmare to update for your business needs.

As your CCaaS provider, Fusion Connect enables a truly omnichannel customer experience. We offer a comprehensive package of communications services, including Unified Communications as a Service (UCaaS).

Fusion Connect designs your CCaaS platform around your organization’s use cases. We factor in your technical and business needs to optimize costs and performance. Delivering multiple solutions: from a base-level Professional platform to an Advanced solution that gives world-class performance.

Alicart loves Fusion Connect's Contact Center service

“Taking orders using Fusion Connect Call Center during COVID-19 has been sort of a pilot for how a call center might work for our business. We’ve seen that Fusion Connect Call Center can help us do more business and use our resources more efficiently.”

– Phil Dixon, Director of IT, Alicart

“...I’ve been incredibly impressed by [Fusion Connect’s] laser focus on client satisfaction. Clients are clearly at the center of all we do, and there’s an undeniable commitment to ensuring they’re delighted with the services we provide!”

– Jennifer London, Industry Marketing Senior Manager

Suite-K loves Fusion Connect's Customer service

“Fusion Connect’s Tech Support has been fantastic throughout the entire process… our entire experience dealing with Fusion Connect has just been great.”

– Joseph Pereira, Systems/Network Admin, Suite-K

Fusion Connect’s CCaaS Portfolio

Our portfolio takes you beyond a basic communications tool.

Business Intelligence & Data.
Our CCaaS includes business intelligence data for productivity and efficiency. This data helps measure team effectiveness and gauge customer satisfaction while containing costs.
Securely Encrypted.
Built-in encryption and monitoring makes security compliance easy to manage. Includes all the features you need to improve your customer experience.
Easy Management & Upgrade.
Because it’s all run on the cloud, the whole system can be deployed and scaled from anywhere. It's continuously updated with new features and has the ability to scale with your business.
Reduce Costs.
Reduce your operational costs, increase flexibility and agility, expand your functionality and security, and achieve superior ROI across your customer service needs.

Three Powerful Services to Meet Your Needs

Add internet, voice, and collaboration platforms for a complete solution.

Features Include	Professional	Professional Plus	Advanced
ACD (Automatic Call Distribution) Receives incoming calls and distribute them to an available agent.
IVR · Studio (Interactive Voice Response) Allows incoming callers to access info via a voice response system of pre-recorded messages without having to speak to a live agent.
Real-time Dashboards · Live Customize dashboards, set alarms, and share live performance metrics in real-time and motivate teams to deliver the best customer experience.
Business Intelligence · Explore Transform raw data and information into actionable insights in minutes.
Self-service SDK Avoid missed chats or abandoned calls. Easily create effective call flows for a self-service experience using conversational AI across multiple channels, including virtual agent assistance voice and digital.
Deep Salesforce Integration Full contact center functionality inside Salesforce. Deploy for Salesforce, add licenses, and assign user permissions—all without ever leaving Salesforce.
Access to 60+ Out-of-the-Box Integrations Easily bring your favorite business tools into the contact center interface. Includes Zendesk, Slack, Hubspot, Zoom, ServiceNow, and Microsoft Dynamics 365, to name a few.
Access to 80+ AppConnect Partners Enhance your work flows and customer experience with add-ons and integrations.
Mood Sentiment Using AI, natural language processing (NLP), and other algorithms, sentiment analysis models detect patterns in voice or text and classify customer emotions to better assess customer experience.
Guardian Standard An AI-driven, native cloud compliance solution that enables you to gain visibility into your work-from-home and hybrid workforce. Reroute calls to agents with the best connectivity and notify agents when they are engaging in non-compliant behavior.
Connections Standard Interact with, and leverage, data contained in any 3rd-party systems. Plus, quickly and autonomously add custom actions through a simple, no-code interface.
Mobile Agent (Android & iOS) Equip your teams with real-time customer info and tools to provide an excellent customer experience on an agent’s mobile phone, tablet, or smartwatch..
Real-time & Historical Reporting APIs Allows getting valuable trends and insights regarding the performance of your company by correlating contact center data with data from other systems.
CSAT SMS Surveys Capture customer feedback via SMS CSAT Surveys after both inbound and outbound calls.
Studio Functions An interactive visual designer that offers Admins an easy way to configure, design, and manage both simple and complex call flows with little to no code or expensive IT resources.
Custom Report & Dashboard Creation Supervisors are able to create and customize detailed reports and/or dashboards for all digital channels. Reports can be cross-channel or detailed by each channel (Chat, Email, SMS, and more).
All Available APIs Integrate and access the APIs that you need most that go beyond the available out-of-the-box integrations.

Optional Add-Ons for the CCaaS Offerings

Workforce & Quality Management

Optimize staffing and automate scheduling for greater operational efficiency. Intuitive, easy to use, and designed for the work-from-anywhere workforce.

Efficiently evaluate customer interactions and provide agents with actionable feedback.

Easily and securely manage agent-assisted credit card transactions in a PCI-compliant environment.

Speech & Screen Analytics

Leverage AI and machine learning to gain insights from every customer interaction. Don’t miss an opportunity to improve your customer experience.

Capture agents’ desktop activity during calls. Let synchronized playback of voice and screen recordings provide the context you need of every customer interaction.

Omnichannel

Reach out and respond to customers using their preferred communication channel: popular messaging apps, SMS, social media, surveys, and chatbots.

An AI-powered knowledge base gives access to helpful guides for customers and employees alike.

Receive #1 CCaaS Service

When You Choose Fusion Connect as Your MCSP

Fusion Connect offers a full spectrum of business internet infrastructure services managed by a team of world-class experts. This expertise and commitment creates our CCaaS offering.

When paired with UCaaS, our call service services offer a scalable platform for communications - internally and externally. It's easy to manage, cost effective, and raises the bar for team collaboration and productivity.

Working closely with hundreds of companies to manage their communications, we have unique insight to ensure your customer experience is successful.

Choosing a managed communications service provider opens many options to improve your business communications infrastructure. While improving your business communications, you'll also enjoy a positive impact on your bottom line.

Contact Center as a Service Provider

Connect with your customers on a scalable cloud-based solution