Research, Chat, Speak to an Agent…all in one

June 21, 2023
Brenda Eisenschenk

The other day I was researching a product online and a chatbot popped up.  I connected to the chatbot to ask a question regarding the product.  After getting a few automated answers, I clicked on Speak to Agent from the chat and was transferred to a live human interacting back and forth with me.  This was a prime example of where CCaaS, or Contact Center as a Service, comes into play. CCaaS is a cloud-based solution that helps businesses improve their customer experience by providing a platform to manage customer interactions across multiple channels. 

We have local customers who have implemented CCaaS solutions to communicate with their customers and here are experiencing some of the following benefits.

Seamless Omnichannel Experience

CCaaS provides a unified platform for managing customer interactions across multiple channels, such as email, chat, social media, phone, and text messages. This means that customers can seamlessly switch between channels without having to repeat themselves, improving their overall customer experience.

For example, a customer might start a conversation with a brand on Twitter and then move to email for more in-depth support. With CCaaS, the customer service agent can access the entire conversation history, including previous interactions on social media, and provide a personalized experience.


CCaaS can interact with a business’s CRM, providing customer data that they can use to personalize interactions. By having access to customer data, such as purchase history, previous interactions, and preferences, agents can provide a more personalized experience to customers.

For instance, if a customer contacts a business about a product they have previously purchased, the agent can use this information to offer personalized recommendations or suggest complementary products.

Increased Efficiency

CCaaS provides businesses with tools and features that can help streamline their customer service operations, resulting in increased efficiency. For instance, CCaaS can provide automated call routing, which can reduce wait times and improve the customer experience.

Additionally, CCaaS can provide self-service options such as chatbots with FAQ’s and resources to answer those questions or IVR systems, which can help customers quickly find the information they need without having to speak to a live agent.

Improved Customer Satisfaction

Think about the many different ways that we communicate on a daily basis with our customers.  Sometimes the generation will dictate the preferred method of communication (ie text or phone call), while sometimes it is simply the ease of going from a google search to a website to ordering the product.  For a business to have the tools right at their fingertips through the omnichannel experience, they can typically assist the customer in a more efficient way.   A satisfied customer is more likely to become a loyal customer and recommend your business to others.

Cost Savings

CCaaS can also help businesses save costs by reducing the need for physical call centers and infrastructure. Additionally, CCaaS pricing models are typically based on usage so businesses only pay for what they need, and they only pay for the Agents that need to interact with those customers.

Our June Lunch GIG presenter was Sharpen, who is one of our go-to vendors that offers a fantastic CCaaS platform.  If you are interested in more information on this topic or would like a copy of their presentation, please reach out to us.  We would love to make those connections for you!

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