Contact Center as a Service (CCaaS) is cloud-hosted call center software that can improve customer experiences. Prior to the cloud, contact center software was hosted on on-premise systems within select computers and servers, which needed a far greater amount of exertion to maintain, change, and upgrade the software.

Cloud-based technology has not only helped in reducing costs and downtime, but also has honed customer service experience. One newer innovation is the usage of Artificial Intelligence, which improves upon customer assistance by assessing and predicting the proper solution for a customer.

Recent developments have produced a technology, “Sentiment Analysis,” where AI detects human emotions through vocal tones and then provides solutions for call centers that can improve customer experience, worker productivity, and potentially, reduce costs.

By analyzing a customer’s tone, SA can speed up the process for frustrated customers that would rather speak to a supervisor. This helps contact centers to retain customers.

SA doesn’t stop there, however. It also extends to analyze calls between a customer and an employee and can listen in, record, and analyze the call to give insights that may better improve the employee’s performance on future calls.

SA can also use its detection of tone in recognizing trends of tone by time and give insights into which times will require more employees to assist customers. This can help call center staff assign work hours and ultimately, could reduce costs.

How You Can Take Advantage of AI with CCaaS

Despite these improvements, less than half (36%) of call centers are using cloud-based technology—we hope to change that. There are several CCaaS AI technologies today which can provide you the potentials of an improvement in customer service, an increase in your number of customers (those retained), an increase in employee productivity, and a decrease in your costs.

If you’re ready to explore the benefits of CCaaS, contact Total Telecom Management in Roswell, GA. Experienced consultants will work closely with your IT team to develop a customized, efficient CCaaS solution that’s ideal for your business. With over 200 partnerships with leading IT and telecom companies, they’ll find the most competitive pricing on cutting-edge solutions. Their extensive services cover the scope of your IT and telecom needs, from workforce optimization to better customer experiences, which you can learn more about online. To begin your journey, call (678) 783-5252.