联系中心即服务

One of the most important aspects of running a business is ensuring that you take good care of your customers. However, with so many available technologies and software solutions, picking suitable options can be challenging.

不合适的软件解决方案可以导致意料外的费用，更不用说规模问题。因此许多企业选择联系中心即服务 (CCaaS)。什么是 CCaaS 呢？它具体能够提供什么帮助呢？

The idea is to create a robust contact center operated by the service provider, which drastically reduces your overall IT costs. These unique software solutions are designed to help you handle all inbound customer interactions and improve the overall customer experience. The most popular tools are cloud-based customer experience solutions that allow you to quickly address issues across every communication channel without worrying about maintenance or upgrades. 

联系中心如何工作？

Many people confuse contact centers and call centers. While the two terms might sound similar, a contact center accepts inquiries from multiple channels, while a call center uses only the traditional phone system. Most contact center software is powered by cloud technology. It allows businesses to improve the quality of their customer service across all interaction channels, including email, text, phone calls, website, or social media.

Contact center infrastructure is a huge challenge to set up on your legacy systems, which is why most companies use these modern cloud-based CCaaS solutions. An online solution offers better contact center functionality and advanced features such as an automatic call distributor, a predictive dialer, skills-based routing, interactive voice response, or multiple forms of voice calls. That is only possible with a cloud-based phone system, while a traditional phone system is limited.

联系中心和呼叫中心的区别是什么？

A call center allows you to make and receive calls, while a contact center supports omnichannel customer interaction. In other words, a cloud-based contact center solution will enable customers to reach your support team through email, live chat, phone calls, website, or social media.

While a classic call center is either an inbound call center or an outbound call center, a contact center platform includes communication through all digital channels. Most contact center cloud solutions are designed to help improve the efficiency of your agents while improving overall customer satisfaction.

It can be an inbound contact center or an outbound contact center, depending on your needs. You can also opt for an on-premises contact center if you don’t want a cloud-based solution. It works the same as an on-premises call center, with the ability to manage inquiries from digital channels. 

联系中心都有哪些不同类型？

联系中心有多种不同类型，用于特定行业和用户。以下是几个主要类型。

1. 虚拟联系中心

虚拟联系中心是基于云的解决方案，帮助您的顾客支持团队为全世界的顾客提供支持。您的代理能够远程管理所有电话和询问。

2. 内部联系中心

内部联系中心也被称为遗留联系中心，全部在一个地方运营。除了地理限制外，企业还必须投入大量时间、金钱和精力运营内部联系中心。所有联系中心代理都必须在同一个办公地点处理顾客问题。因此这一选择远比基于云的联系中心受限。

A cloud contact center software is also a better solution because it can keep working even if your HQ loses power or experiences any other issue. Your agents will simply continue providing customer support remotely, and you won’t have to worry about extra expenses on hardware and other equipment.

UCaaS 和 CCaaS 的区别是什么？

Both UCaaS and CCaaS are technologies used to manage customer communication. While there are some differences between them, they work best when combined. For example, UCaaS focuses on internal collaboration, while CCaaS focuses more on multi-channel communication with customers. When combined, UCaaS and CCaaS offer unified communications as a service model, helping you save many overhead costs.

联系中心即服务的益处是什么？

基于云的联系中心系统能够提供一系列移除，不仅可以优化您的整个顾客支持运营流程，还能帮助您削减整体费用。以下是 CCaaS 解决方案的主要益处：

• Workforce optimization
• Enhanced customer satisfaction
• Reduced downtime 
• Rapid innovation by adding new features
• Cloud migrations
• The ability to increase employee productivity
• A safe and affordable upfront investment
• Substantial cost savings when compared to legacy systems
• A drastic reduction in the cost of ownership
• Customer experience analytics
• Better business outcomes in the long run

Video overview of the contact center as a service

Uncover the numerous benefits of adopting CCaaS for your organization. Explore how it enables scalability, flexibility, and cost-efficiency, eliminating the need for on-premises infrastructure and providing agility in managing customer interactions. Understand how CCaaS empowers businesses to optimize resource allocation, improve agent productivity, and achieve higher customer satisfaction rates.