Contact or Call Center as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilize a contact center provider's software. A CCaaS model allows businesses to purchase only the technology they need, reducing the need for internal IT support.

Traditional Contact Centers Issues

Costly maintenance and upgrades
Sigle Site Only
No disaster Recover
Limited Scalability
Limited Agent Management tools
Limited or no support for remote agents
Limited or no personalization interactions
Inflexible call flows
Lack of reporting
Voice only interactions
No global services
Difficult CRM integrations

The rise of texting, social, and other digital communication mediums has fragmented business communications. Additionally, multi-device and work anywhere practice only increase the challenge to get a 360-degree view of both employees and customers. The cloud communications conundrum Cloud communication tools today help solve critical parts of this puzzle, enabling digital communications and hybrid working. But they have broken the link that a historical enterprise-wide communication tool provided across all employees. Today, many organizations are split, with business users connected by unified phone, video, and messaging, and contact center agents on a separate cloud platform for inbound, digital, and outbound customer communications.

This split puts an undue burden on the IT organization to support multiple disparate solutions that fail to spread information quickly and effectively throughout an organization. And when organizations engage with customers only through their lower-paid employees in the contact center, it’s harder to improve both customer and employee experience.

Luckily, there’s a better way.

The answer:

The only integrated cloud platform for contact center, voice, video, chat, and APIs. A Communications Platform™ empowers enterprises with modern communication experiences, boosts employee productivity, delights customers, and reveals deeper insights for smarter decisions and a more agile business.

We provides one open integration framework to connect to productivity tools like Microsoft Teams and CRM systems, saving implementation time and maintenance dollars. Embeddable APIs enable low-code, no-code customized experiences, especially in the contact center with more robust omnichannel possibilities.

Technology that allows phone and computer to interact (i.e. screen pop)

One system of engagement–manage all employee to customer interactions across any channel (Voice, Email, Chat, Social) with global call plans.

One system of intelligence–Analytics owned for all external and internal interactions across any channel
Single vendor–“One hand to shake” across unified communications, contact center, collaboration and analytics
Single platform–One offering on one platform for SMB, MM ENT, cross vertical
Call Quality–Independent experts including Tolly Group and 3rd parties agree 8x8 delivers the best audio quality across a wide
variety of competitive platforms
Financials–8x8 is the most financially stable provider in the industry with zero debt and continuous consecutive quarter
of profitability
Innovations–150+ patents and counting Global Reach & Scalability–8x8’s global reach supports 50,000+ customers in 150 countries across 15 data centers in 4 continents
Market credibility–Continuous and consecutive Gartner Magic Quadrant Challenger for CCaaS worldwide
Future-proof–Roadmap to the future. Natively own technology across all core applications so not reliant on third-party development and innovation unlike the competition

Why Work With Us?

· We are independent and can deliver multiple options from various suppliers

· We will learn your existing business structure and goals to properly identify solutions

· We will develop an in depth understanding of your existing business processes and plans for the future

· We will research opportunities to determine the optimal CCaaS solution

· We will research to source the optimal supplierWe will implement and support the selected solution

· After your solution is implemented, we will continue to provide support, including through excellent customer service and escalations

· We will be reliable as an integrated piece within your organization’s ecosystem

Is Contact Centers Right for My Organization?

CCaaS solutions are rapidly being recognized as valuable tools and features to help modern businesses provide exceptional customer service, as indicated by the markets expected to rise to an estimated $25 Billion by 2022. CCaaS is an ideal option for many contact centers, offering scalability as operational needs change. By providing the flexibility to pay for only the technology needed, investment is low and costs are significantly reduced while capabilities to better serve customers are expanding.