The advent of cloud contact centres has revolutionised customer service and interactions. With enhanced experience for customers and employees, easy scalability and flexible billing options, cloud contact centres improve the lifetime value of customers. It also enables revenue growth, as well as lowers total cost of ownership (TCO) while minimising the cost of customer acquisition and retention. According to IDC research , 42% of today’s global enterprises expect to dedicate their worldwide contact centre technology spending on cloud-based contact centres.
“But how do enterprises select the right cloud contact centre solution that aligns with their business goals and ambitions?”
With the plethora of options available in the market today, how easy is it to choose the right contact centre solution for a business, industry and geography… and more importantly, for the customers? How do enterprises identify the right partner that can manage across the stages of assessment, migration and solution adoption with their proven capabilities and managed services?
Choosing the right Contact Centre as a Service (CCaaS) solution: The 7Cs
As the requirements from customers, employees and technology continue to evolve, here is a set of 7 attributes and questions that enterprises should consider and ask themselves while choosing the right cloud-based contact centre solution for their business:
“Tata Communications portfolio of Contact Centre as a Service (CCaaS) answers yes to all these 7 Cs.”
Offering you a choice of partner-hosted and Tata Communications-hosted contact centre solutions built on a strong voice services infrastructure, Tata Communications brings in experienced professional and managed services to support you through every step of your contact centre journey. Driving business growth and fuelling success in today’s competitive market, Tata Communications promises to help you drive exceptional and differentiated CX.
 IDC InfoBrief, sponsored by Tata Communications, Optimizing Customer Experience and Engagement with Cloud-Based Platforms, doc #US48786222, February 2022