Complex voice environments
Like UCaaS, CCaaS migrates on-prem telephony to flexible cloud business lines via IP PBX, SIP, or full VoIP systems. CCaaS also solves complex needs like blended inbound-outbound and BPO-supported solutions.
Transition your legacy phone system into a cloud platform built especially to optimize customer-facing communications.
You don’t need a multi-floor sales operation to benefit from CCaaS solutions. If the following use cases resonate with your business goals, consider CCaaS to dramatically expand your customer care abilities while also cutting costs and simplifying operations.
Contact center solutions run on these cornerstone technologies. Clearlink Consulting advisors can help you navigate the options and design a cost-effective plan for switching to CCaaS.
Like UCaaS, CCaaS migrates on-prem telephony to flexible cloud business lines via IP PBX, SIP, or full VoIP systems. CCaaS also solves complex needs like blended inbound-outbound and BPO-supported solutions.
Although you can use CCaaS and UCaaS together, CCaaS also supports voice, video, and text formats for all external comms and internal collaboration tools like Slack, Zoom, Google Workspace, and Workfront.
Via voice prompt, dial-pad, or blended approach, IVR contact center assistants serve as customers’ first point of contact and guide them to self-serve resources so your teams can focus on other priorities.
ACD is the highly customizable back-end routing tool that takes your customers down the right IVR path to meet their needs and your business goals.
Bring your core CRM tool (Salesforce Sales Cloud, Genesys Cloud CX CRM) into CCaaS to access the data and workflows crucial to tracking clients through the customer journey.
Gain deep insights into customer interactions via monitoring, call and screen recordings, and KPI reporting, then turn them into smart business decisions.
Boost efficiencies by integrating workforce management (Kronos, Ceridian) or enterprise resource planning (SAP S/4HANA, Oracle NetSuite).
Pull in the APIs or software development kits (Stripe API, Google Firebase SDK) essential to positive customer interactions on your app/website.
Ensure regulatory compliance and quality control by integrating with QMS platforms (MasterControl QMS, ETQ Reliance).
Your CRM helps you compile client lists, track their place in the customer journey, automate contact touchpoints (scheduling, alerts, marketing campaigns), and ultimately bring in more revenue; CCaaS provides the cloud infrastructure you need to execute every one of those goals.
In addition to communications infrastructure, CCaaS solutions provide reporting and analytics as a key function of the software. Rely on BI insights like the following to make data-driven decisions on long-term strategy, adapt as needed to unexpected issues, and ultimately make your business more profitable.
Switching to cloud infrastructure from on-premise telecom solutions can pay massive dividends. With CCaaS solutions from Clearlink Consulting partners, you’ll have unprecedented flexibility to grow or restructure, ensure business continuity, and quickly adapt to changing environments, all without an additional investment.
Let agents navigate the complex, high-value customer interactions while bots and conversational AI handle the IVRs, self-serve chats, and repetitive tasks like data entry.
Harness AI tools to design, build, and maintain back-end functions like automatic call distribution and bot logic (AKA robotic process automation), all with fewer engineering hours.
Measure satisfaction and reduce customer survey fatigue with IA sentiment analysis; give agents feedback in real time with AI coaching; and level up reporting with AI forecasting.