CV_Fall_21

AT YOUR SERVICE: XaaS I am pretty certain that by the end of 2022, the acronym CCaaS (call center as a service) will be gone. After all, we’re already seeing “CXaaS” popping up from vendors. Why do they have to be “aaS” about it? They aren’t actually providing the “CX,” or customer experience. They provide a platform of functions that the company can leverage for call center, customer support/experience and employee experience improvements. CCaaS isn’t call center software, per se (just ask Gartner in its CCaaS Magic Quadrant). CCaaS is a collection of functions including IVR, omni-channel, monitoring, artificial intelligence and more that a business can utilize to improve its support of customers through self-service and other means. Intelepeer has been trying to take this concept to partners for more than a year. “The market for CCaaS solutions encompasses cloud-based technologies that support customer service strategies,” said Gartner analysts. CCaaS is actually one more element in the digital transformation of SMBs. On an NEC BLUE webinar, I remarked that all businesses would like to be more like Amazon. Amazon has fantastic customer service and a very good shopping experience. Small businesses would like to improve theirs to catch up to Amazon. Wal-Mart is still playing catch up to Amazon in many ways on the ecommerce front. Digital transformation is the Amazon-ation of a business. This is why CCaaS will morph into something else. The functions of CCaaS allow a business to enhance their ability to communicate and support customers and employees. The CCaaS platform also provides for ways to improve work from home. Neither of these scenarios involves a call center. By Peter Radizeski BREAKING DOWN THE CCaaS SALE 44 CHANNEL V ISION | Fall 2021