CCaas Delivering Enhanced CX

85% Indians ready to spend more for better CX – Growing Role of CCaaS in Delivering Improved Customer Satisfaction

• Traditional contact center operational costs include costs related to servers, networking equipment, contact center software licenses and on-premise infrastructure setup which are much higher to procure and manage as compared to that in a CCaaS setup.
• As per recent trends, there are more than 13 channels across which customers interact with their brands. Having an omni-channel contact center helps in better customer servicing and CCaaS delivers a true omni-channel experience.
• Nearly 81% of contact center agents cited lack of flexibility in “scheduling” and “outdated contact center infrastructure” as key reasons for their loss of productivity and attrition.
• CCaaS platforms are agile in nature and offer real-time insights which improves First Call Resolution rate of agents thereby making them productive. The very nature of anytime-anywhere customer servicing through CCaaS makes it a flexible yet effective alternative to achieve Workforce Optimization.
• While the traditional contact center takes months (sometimes up to 6 months) together for deployment, cloud based contact center solutions can be deployed within few weeks. Thus, CCaaS can be an effective alternative.
• Close to 85% of the Indian customers say they are ready to spend more to have better customer service and around 48% of customers said they are ready to switch brands if their brand’s customer servicing is “poor”.
• With growing sensitivity among Indian customers with respect to Customer Service and increasing contact center management costs, CCaaS can be an ideal alternative to enterprises that are looking to improve their overall customer servicing capabilities.