CPaaS Is Bound To Make An Impact On Your Business?
CPaaS Is Bound To Make An Impact On Your Business?
For decades, companies have been encircled by the old call centre dilemma of choosing between personalization and speed of deployment. Traditional, premise-based contact centres permit businesses to tailor the experience they desire, but they need expensive professional services. It can require several months (or several years!) to deploy changes. Cloud-based software for contact centres allows rapid deployment but with limited customization.
The quagmire is that numerous businesses have to adapt to the changing demands of their customers and preferences.
How the concept of CPaaS came into existence?
As we all know no become obsolete faster than technology, it keeps reshaping and keeps evolving as per the demand of the environment. The same happened to with the Communication-Platform-as-a-service (CPaaS). The journey started from On-Premise Contact Center Platforms.
Up until recently, contact centre technology has offered companies a limited choice. Many businesses were stuck with expensive infrastructure for contact centres that couldn’t expand since it was the only solution to choose. But, the technology for contact centres has advanced to give companies more options the present.
On-Premise Contact Center Platforms
The old contact centre models were designed before the dawn of the cloud and constant improvements, which meant that contact centres weren’t required to update their systems often. Analytics estimates that approximately 85 per cent of the agent seats in the contact centre remain supported by on-premise solutions.
Contact centres on-premise require the deployment and management, maintenance, and upgrade of software and hardware. These solutions offer flexibility, customizability, integration, and a certain quantity of scale but come at the cost of being expensive and challenging to implement and manage. The infrastructure was not designed to adapt to the rapid changes in consumer behaviour; this is why so many companies are moving to a more modern approach.
Hosted Contact Centre Platforms
Also called a “managed on-premise solution,” these call centres can be managed directly by providing companies. While this solution does not need companies to manage and run their physically-based infrastructures, it does not offer companies a lot of freedom of choice or a variety of options for customization. Hosted platforms are a hassle and costly to install, maintain and operate and can be considered the least of both options
Cloud Contact Center Platforms
AWS offers instant, self-serving service for provisioning; however, many different providers don’t.
They provide fast time for deployment and scalability; however, they are less customizable and can connect to other platforms. These options are typically not proficient and limited in their capabilities and do not allow for advanced customizations.
SaaS and CCaaS
Software as a Service (SaaS) is now an increasingly popular method to access software instead of buying it directly.
SaaS companies provide the software and maintain the servers, databases, and code. Customers can access the software online and purchase the use on a pay-as-you-go or subscription basis. If you do not want to develop your program using APIs, you could use software that is already in place.A lot of CCaaS products are built upon APIs.
They’ve taken the most robust and scalable communications APIs that have been written with tested logic and then made a solution that is packaged with best practices for contact centres for small and medium-sized businesses. CCaaS is a great solution for many companies as they begin to establish contact centres. But, as small and medium-sized companies employing these CCaaS solutions expand, they realize that the software isn’t flexible enough to change to meet the changing demands of the business and customer.
Communications Platform as a Service (CPaaS)
After years of evolving and adapting, CPaaS came into existence with more robust and advanced technology to face the challenges of the dynamic environment faced by the organisations.
The concept of communications platform as Service (CPaaS) was born when companies such as AWS began offering APIs for applications (APIs)–a less costly and more user-friendly alternative to integrate communications capabilities into enterprise applications. Instead of creating the communications system, companies that utilise cloud-based APIs provided by CPaaS providers can integrate real-time communication features like video, voice, or messaging to their applications using only a few lines. Virtuoso Netsoft is an authorised partner with AWS and provides the latest and most advanced CPass applications for a business.
In contrast to on-premise contact centres, CPaaS does not require developers with a hard-to-find-skillset. It makes it easier for anyone to create communication applications. Businesses use APIs provided by CPaaS providers to develop the contact centre of their choice using communications building blocks over the last ten years.
When you create your contact centre using communications building blocks, you can design the perfect customer experience you desire using the specific features you require. There is no limit to your vendor’s plans or their software or hardware capabilities. APIs are a great way to supplement, completely replace, or offer connectivity to the contact centre of your choice.
However, the APIs for communications do not come with an inbuilt users’ interface (UI). Businesses must create user interfaces for supervisors, customers, and agents. Furthermore, they must complete all the automation of their customer contact centre functions, including transfers, secure pauses for recording and recording, and CRM integrations or Single Sign-On (SSO). The CPaaS method provides much flexibility, but it takes a significant amount of developer resources depending on the complexity of the application.
Companies have been creating contact centres on VNS for years now. Our flexible APIs offer us an exclusive view of the challenges that businesses are working to solve. There is a wide range of applications that can’t be using the standard approach that is where our APIs help the clients to tackle those situations.
This dynamic is nowhere as evident as at the enterprise-level call centre. We have heard about the frustration that our clients experienced with their outdated systems. We, therefore, Keep a vision to transform this situation using our API platform.
Our CPaaS solutions let our customers immediately deploy a customizable and omnichannel call centre. We created it using VNSCloud along with AWS for communications that can be programmed along with valuable assets in the latest, customizable UI.
How our CPaaS Solution helps your business?
Virtuoso Netsoft is one of the largest contact centre infrastructure providers. We’ve worked with numerous businesses to develop custom solutions for contact centres that are supported by our cloud communications platform. We’re building upon the best practices that each of these clients has shared.
– It is easy and quick to modify each aspect of your contact centre programmatically.
– Add new channels instantly and access all your cross-channel information on the same platform.
– Integrate into any CRM or workforce management system or current Call centre technology.
– Include contextual intelligence in every aspect of the agent/customer interaction.
– Empowers non-developers and other employees in the company with versatile, enterprise-grade tools.
It’s that simple VNS that offers all of the components you require to set up an effective contact centre.
Customers can create a brand project using our Console without writing code. In just a couple of clicks, they can access an omnichannel call centre. Advanced customizations are possible to make with any Web developer that is familiar with the work process. By using a drag-and-drop visual editor, non-coders can modify communications workflows and build self-service experiences across different channels. It’s the Contact Center of the Future
Companies have had to choose between speed and customization for a long time. Since the introduction of the programmable contact centre platform, technology has evolved to provide customers with the most efficient of both. Older contact centres can be customized; however, they need lengthy build and deploy time and costly professional services to adjust. SaaS/CCaaS solutions provide ready-to-use contact centres that are pre-packaged and ready to deploy; however, they are not customizable. VNS’s CPass solution allows companies to create at a rapid pace while also designing a distinctive design to suit the specific needs of their customers and business needs.
Contact centres of tomorrow have been designed to provide great customer experiences. It’s flexible, omnichannel, includes the power of context, and will efficiently scale to meet the needs. The most advanced contact centres are modernizing with the future of customer experience with the end in their minds.