Call Centres have been around for a while and, with new developments in technology, have been improving over time. In the beginning, the Call Centre’s primary focus was voice calls. But today their purpose has evolved to include other forms of communication and they are now recognised as Contact Centres.
Contact Centre as a Service (CCaaS) is a cloud-based software that gives companies scalable options to deploy only the technology they require. Many organisations are operating with CCaaS features, even if they are not a Contact Centre.
Selling Contact Centre as a Service software has many benefits. Starting with the ability to target more than Contact Centre customers.
1 – You can target more than Contact Centres
Today, many ITSPs are requesting exclusive CC features for their day to day businesses. Such as companies that have a customer service department, growing companies that want integration, or companies that use a CRM.
SMBs are looking for the features that CC offers, but, unfortunately, they have traditionally been unavailable or out of their reach. Even though their operations may not be as large as a CC, SMBs still benefit from the monitoring and report features that CC offers like:
- Total Calls
- Avg Peak Time
- Avg On-Hold Time
- Total Talk Time
You could sell a cloud-based CCaaS solution to SMBs and give them a competitive advantage against others in the market. Provide them with the solution they have been searching desperately for!
2 – Additional Revenue
Selling CCaaS solutions allows you to reach more markets and earn more profit. The per-seat retail price for a CC solution is nearly double that of a hosted seat. And with the competition today, customers are willing to pay this if it means they have access to data that will improve how they manage their business.
Not only will your customers thank you for offering these big solutions to smaller enterprises, but they will also stay with you for the long run for being so innovative.
3 – All-In-One Solution For You and Your Customers
Customers now realise they need CC solutions, but they may be receiving features from separate companies. With CCaaS, they can get all of their features from one place, making it more convenient for both you and your customer. Having everything they need in one place will eliminate time wasted searching for each Contact Centre solution.
Providing all the solutions a customer needs will make it easier to maintain product quality instead of having to deal with numerous companies. When all solutions are coming from one provider, regular updates will be more efficient, making the process smoother for both you and the customer.
4 – Build Customer Relationships
CCaaS helps customers feel more secure as all of their needs are taken care of by one company. Communicating with the same company for all needs will build a strong relationship and create a bond that makes the customer’s commitment to the company only grow stronger.
A strong customer commitment is a win-win for both you and your customer. When a customer is more committed, they are more likely to stay with one provider. As new features and improvements become available, long term customers are more likely to increase the value of their Contact Centre solutions continuously.
5 – Newer Market: Get Ahead
Although CCaaS software is not relatively new, not many consumers are aware of the benefits. Now is the perfect time to introduce your customers to innovative CCaaS solutions and get them ahead of the competition.
Offering CCaaS not only to Contact Centres will position yourself in the market as an expert. Put yourself on your customers’ radars as the provider staying ahead of the curve.
Guest Blog by Patrice Bramat, Business Success Manager at Bicom Systems
Patrice has over 20 years of experience in sales, marketing, and management. Upon recently joining the Bicom Systems team, he came from large corporations like Akzo Nobel, Rexel, and Xerox. As Bicom Systems Business Success Manager, Patrice is tasked with providing partners with resources in sales and marketing to further their business needs. Bicom Systems is the only unified communications provider with all of the pieces to start and grow a telephony company. They offer seven highly-featured products integrated seamlessly to boost sales, growth, and profit.
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