Covid-19 has accelerated the migration to cloud, previously all those businesses who were reluctant to move to cloud or remote working are now adopting these new phenomena. Recently one of our clients with telecom industry moved all of their 500+ call center agents to remote working, during the peak of COVID-19 they were able to serve their customer remote without any major setback or issues. Similarly, according to some recent surveys, many businesses in the US are planning to move or already moved to the cloud.
CCaaS ( Contact Center as a Services) are becoming more and more popular with small and medium-sized businesses. CCaaS allow companies to have greater capabilities and functionalities than the on-prem solution. It allows better and quick integrations with well known CRMs / ticketing tools & other third-party applications hosted on the cloud.
Some of the capabilities include:
- Auto Attendant
- Call Recording
- Interactive Voice Response (IVR)
- WebRTC
- Switchboard
- Video Conferencing
- Screen Sharing
- Call Forwarding
- Co-Browsing
- Omni-channel functionality
- Interactive chat
According to Gartner magic quadrant leaders are CCaaS domain are Nice, five9 and Talkdesk.
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