CCaaS – Contact center as a service
A Single Source Provider for All Your Contact Center Service Needs
“Providing the best customer experience is an important part of building customer loyalty. CCaaS (Contact-Center-as-a-Service) is a cloud based customer experience solution that offers best-in-class, multi-channel customer engagement. Scotchtown Technology partners with the world’s leading providers to provide strategic CCaaS solutions for your business.”
Your customers expect to interact with you on their own terms: where, when and how they prefer. In today’s landscape, optimal communications services are a competitive advantage. Boost customer satisfaction, while reducing customer churn and decreasing IT costs with CCaaS. As your trusted IT and telecom advocate, Scotchtown Technology can help your business strategize, source and implement the best CCaaS solution for your business. We can also help you move from a premise-based PBX to the Cloud. Our primary goal is to ensure that you, our customer, receive the best possible solution that maps and scales to your business objectives.
WHY CHOOSE CCaaS?
- Best overall value and functionality
- Agility and speed when adding locations
- Intelligent call routing that maximizes productivity
- High-quality Omni-channel customer experience (Voice, Email, Chat, Social Media)
- Integration with CRM, Database & RestfulAPI
- On-demand access to customer information
- Workforce optimization and management
- Cost effective upgrades
- 24/7 comprehensive professional services and technical support
WHY CHOOSE US?
- Is independent & can deliver multiple options
- Will learn your business structure and goals
- Will understand your IT infrastructure
- Will determine the optimal SD-WAN solution
- Will research to source the optimal supplier
- Will implement and support the selected solution
- After implementation support including customer service and escalations
- Be integrated as part of your organization’s ecosystem
Benefits of CCaaS
DISASTER RECOVERY
Whether it is a natural disaster, human error, or any other disaster, CCaaS allows you avoid productivity disruptions and continue with minimal downtime
SECURITY
Hosted in secure data centers on public or private networks, CCaaS solutions have advanced networks with built in redundancy, security and technology. The design and construction of a CCaaS solution is more resilient than most organizations can afford in their own infrastructure.
BUSINESS AGILITY
You are no longer restricted to physical locations and the associated labor market. Hire the best talent, regardless of location. You can also “test drive” new functionality and applications, without a capital investment and with limited to zero dependency on your own IT department.
FAVORABLE PAYMENT TERMS
Since CCaaS is an operational expense (OpEx), there are no large upfront capital expense investments to make. Plus, the Pay As-You-Go model means companies are only charged for the resources and services used on a monthly basis.
FLEXIBILITY & SCALIBILITY
CCaaS solutions allow you to effectively react to market, seasonal or objective changes. Additional functionality can be turned on and off as required. New agents can be added instantly without the need for additional licenses or renegotiating contracts.
INTEGRATED APPLICATIONS
CCaaS solutions typically provide direct integration with databases, CRMs, RESTful API, workforce management, quality monitoring, UCaaS and VoIP applications. Seamlessly integrate the latest applications to your existing technology infrastructure.
ADVANCED REPORTING & ANALYTICS
Actionable information is the key to successful customer experiences. CCaaS solutions utilize dedicated data center servers to collect and evaluate data, and provide easy-to-use, customizable access to that data for real time and historical analytics.
