Contact center as a Service, or CCaaS, is a software delivery model whereby contact center service vendors bundle the core tools used to manage contact center operations. The software as a service model provides buyer’s greater freedom and minimizes IT, integrations, maintenance, and support costs.
Contact center as a service provides centralized licensing so buyer’s can consolidate billing line items and hold software licenses on a subscription basis. These platforms are hosted in the cloud.
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Simplify previously complex workflows with a scalable architecture that supports enterprise-grade deployments and boasts some of the highest levels of data security with capabilities including a PCI-DSS and SOC II certified platform.
Take the complexity and manual effort out of managing omnichannel communications. LiveVox has embedded consent and preference management functionality across all channels, unifying customer preference fluctuations.
Here, we’ll explain what a cloud-based call center is and explore the benefits of call center software for businesses and customers. You’ll discover how a virtual customer service solution can help you reduce costs and increase reliability while providing better service to your customers at every turn.
Any business can benefit from a CCaaS model and there are some great options out there, like LiveVox’s CCaaS 2.0, which offers omnichannel, WFO, analytics, and AI to give you a powerful command center to completely control your contact center performance.
Adding AI to existing systems can increase efficiency, reduce expenditures and boost output, both in terms of quality and quantity. If you’re new to AI, it can be hard to see past the theoretical to the practical implications for smart technology. We’re big proponents of taking the mystery out of AI, so we’ve broken down five real-world use cases for AI in the contact center.
Customers seek high-quality interactions, and the financial services brands they work with aren’t an exception to that rule. To accomplish this, contact centers need to adopt new types of diagnostic and technical awareness.
A true omnichannel contact center is hard to come by these days. Yes, some have multiple channels, and they may even contextualize customer interactions using historical data points gathered from those channels. But do they do both?
API stands for an application programming interface. It sounds complicated, but it’s simply a means by which different applications can talk to each other. Here are three ways customer service teams can leverage APIs in the contact center to advance customer service.