Contact Center as a Service (CCaaS)

Gartner Names Five9 Leader in CCaaS Solutions

No matter how digital the world becomes, human connections will always have value. CCaaS solutions make it easy for businesses to provide more relevant, more reliable services through call and contact centers.

At Five9, we are honored to be recognized by Gartner as a top provider of CCaaS solutions. What is it, though, and what makes it a critical addition to the successful businesses and contact centers of the future?

What is CCaaS (Contact Center as a Service)?

CCaaS stands for “contact center as a service,” also known as cloud contact center software. Five9, a leader in the industry, helps contact centers transform into secure and reliable customer engagement centers through a customizable cloud platform and a customer first mindset, as well as a deep understanding of the cost and complexity involved in running a contact center operation.

Benefits of CCaaS

Cloud contact centers arose as the solution to on-premises contact center software, which suffers from all the usual problems of in-house solutions. By moving the technology to the cloud via third-party providers, contact centers can focus more on using their software to provide exceptional experiences and less on managing and maintaining an on-site solution.

How it Works

Thanks to intelligent automation, CCaaS software greatly accelerates resolution times by understanding caller needs and providing immediate help or routing to appropriate agent teams when necessary.

Five9’s cloud software exceeds expectations by helping users improve service and increase sales through world-class tools and an ecosystem of partners. We are driven by a passion to transform contact centers into customer engagement centers, and Gartner’s recognition of Five9 as a top CCaaS provider is proof of our commitment to our customers and to the future of our industry.

Why CCaaS Is the Next Trend in SaaS

When the trend first hit the scene as an alternative to traditional contact center software in the 2000s, providers faced challenges in the infrastructure of the era. Limited ability to move full processes to the cloud led to service outages. Updates and maintenance presented much bigger challenges than they do today.

Now, CCaaS has all the infrastructure and experience it needs to act as the ideal solution for contact centers. Faster and more reliable internet allows providers like Five9 to update and monitor instantaneously, ensuring customers never have to worry about downtime.

CCaaS Tools

As tools and technologies become even more sophisticated, cloud contact center software will provide even greater advantages to users. Thanks to leaps in AI and machine learning, CCaaS tools can anticipate and respond to the needs of callers and representatives without the need for manual management.

Advantages of CCaaS Solutions

CCaaS solutions provide incredible benefits for both inbound and outbound and omnichannel contact centers. Five9 Intelligent Cloud Contact Center Software empowers agents to be more effective on the phone, so they can hit quotas more quickly and provide more informed service. Smart Dialers give agents more time with live prospects by ensuring reps speak with prepared callers who need specific expertise.

Five9’s On-Screen Caller Info puts customer information at agents’ fingertips, so customers don’t have to deal with the frustration of repeating information on multiple calls. Everything logs automatically to the CRM provider of your choice, informing future calls and ensuring customer satisfaction.

For outbound contact centers and prospecting salespeople, autodialer and predictive dialing solutions help maximize productivity and reduce fruitless calls. Reps make more connections with qualified candidates, helping them earn more and spend less time chasing down leads.

Other omnichannel tools, such as real-time and historical reporting, recording, and workforce management, help companies optimize resources and make life easier on sales and service reps. Channel hopping and escalation features empower contact centers to create truly customer-centric omnichannel experiences.

How CCaaS Solutions Integrate With CRM

The best solutions work with existing software and infrastructure to provide exceptional benefits. Five9 provides robust, built-in integrations with leading CRM solutions including Salesforce, Oracle, Microsoft, Zendesk, NetSuite, and Velocify.

For companies that use web-based CRM solutions, Five9’s Agent Desktop Toolkit offers a rich, extensive framework of REST APIs, reference UIs, and software development kits. No matter what your CRM software suite, Five9 can work with your existing tools to build solutions that empower agents and drive business results in both turnkey and custom environments.

Does Your Business Need a CCaaS Solution?

Contact centers can experience frequent frustrations and inefficiencies without the right solution. Software without adaptive intelligence and smart integrations forces agents to field more difficult calls, resulting in fewer sales and unsatisfied customers.

Your business needs a contact center solution if you want to provide your callers, customer service agents, and sales teams with a tool that makes life easier before, during, and after every call. Outdated and inefficient solutions put reps into bad situations and lead to more negative call outcomes. With the right solution, your company can break free from the stereotypes of long hold times and uninformed agents to provide an industry-leading experience.

We are grateful that Gartner named Five9 a leader in CCaaS, but we don’t plan to stop innovating, improving, and looking to the future. Contact center needs have changed dramatically in just the last 10 years, and as the pace of technological advancement continues to increase, so must our ability to meet the heightened expectations of both businesses and consumers.

To learn more about Five9, CCaaS, and cloud-based contact center software, click “Chat With Sales” or call us at 1-800-553-8159.