Frequently asked questions
What is CCaaS?
CCaaS is short for Contact Center as a Service. CCaaS gives companies a cloud-based customer experience solution to leverage for their contact center communications, reducing the need to deploy and maintain on-premise contact center equipment, simplifying IT support requirements for enterprises. Five9, 8×8, Talkdesk, NICE inContact, and AWS Connect are among some examples of CCaaS platforms. Companies benefit from the real-time software updates pushed to CCaaS platforms, rather than relying on software refresh cycles and hardware limitations of on-premise contact center deployments.
What is the difference between a Call Center and a Contact Center?
As customer support and service has evolved, the need to engage people on multiple channels has expanded. Some legacy platforms and Business Process Outsourcing (BPO) companies have relied only on making and receiving voice phone calls to facilitate customer support needs, thus the call center nomenclature.
The new modern approach is called a contact center because it incorporates a range of communication channels, like toll-free voice, SMS/MMS text messaging, video, and WebRTC calling as well as a long list of IVR, AI, natural language processing, and voice biometric tools to create efficient methods for customers to contact a specific business.
What is a cloud contact center?
A cloud contact center handles the inbound and outbound customer support experience for a company. Cloud contact centers utilize IP-based technology as a way to modernize their communications for flexibility, accessibility, and resiliency — connecting from anywhere in the world.
What industries do contact centers support?
There’s no one-size-fits-all contact center, and many platforms have built features that serve specific needs across many different verticals like Healthcare, Banking & Finance, and even Retail companies. These custom features like IVR templates, security add-ons, and contextual call data are Many Contact Center platforms use a CPaaS platform like Bandwidth to build custom solutions for niche markets and industries.
What is a multichannel contact center?
A multichannel contact center uses various communication channels to facilitate interactions between agents and customers. The future of customer experience (CX) in the contact center is evolving to incorporate voice, text messaging, video, WebRTC calling, RCS, and many other channels as points of contact with agents.