SERVICE OVERVIEW

Providing the best customer experience is an essential part of building customer loyalty. Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that offers best-in-class, multi-channel customer engagement. Caroni Solutions partners with the world’s leading providers to provide strategic CCaaS solutions for your business.

Your customers expect to interact with you on their own terms: where, when and how they prefer. In today’s landscape, optimal communications services are a competitive advantage. Boost customer satisfaction, while reducing customer churn and decreasing IT costs with CCaaS.

WHY CHOOSE CCaaS?

CCaaS Provides Your Business

• Best overall value and functionality
• Agility and speed when adding locations
• Intelligent call routing that maximizes productivity
• High-quality multi-channel customer experience (Voice, Email, Chat, Social Media)
• Integration with CRM or databases
• On-demand access to customer information
• Workforce optimization and management
• Cost effective upgrades
• 24/7 comprehensive professional services and technical support

WHY WORK WITH US?

As Your Solutions Partner, Caroni Solutions will:

• Be independent & can deliver multiple options
• Learn your business structure and goals
• Understand your IT infrastructure
• Determine the optimal CCaaS solution
• Research and source the optimal supplier
• Implement and support the selected solution
• Stay on to handle all customer service and escalations
• Become an integrated part of your organization’s ecosystem

Thinking about the cloud?

As your trusted IT and telecom advocate, Caroni Solutions can help your business strategize, source and implement the best CCaaS solution for your business. We can also help you move from a premise-based PBX to the Cloud. Our primary goal is to ensure that you, our customer, receive the best possible solution that maps and scales to your business objectives.

Flexibility and Scalability

CCaaS solutions allow you to effectively react to market, seasonal or objective changes. Additional functionality can be turned on and off as required. New agents can be added instantly without the need for additional licenses or renegotiating contracts.

Favorable Payment Terms

Since CCaaS is an operational expense (OpEx), there are no significant upfront capital expenditure investments to make. Plus, the Pay-As-You-Go model means you are only charged for the resources and services used on a monthly basis.

Business Continuity

Whether it is a natural disaster, human error, or any other disaster, CCaaS allows you avoid productivity disruptions and continue with minimal downtime.

Business Agility

You are no longer restricted to physical locations and the associated labor market. Hire the best talent, regardless of location. You can also “test drive” new functionality and applications, without a capital investment and with limited to zero dependencies on your own IT department.

Secure Infrastructure

Hosted in secure data centers on public or private networks, CCaaS solutions have advanced networks with built-in redundancy, security, and technology. The design and construction of a CCaaS solution is more resilient than most organizations can afford in their own infrastructure.

Reporting/Analytics

Actionable information is the key to successful customer experiences. CCaaS solutions utilize dedicated data center servers to collect and evaluate data. They provide easy-to-use, customizable access to your data for real time and historical analytics.

Integrated Applications

CCaaS solutions typically provide direct integration with databases, CRMs, workforce management, quality monitoring, UCaaS and VoIP applications. Seamlessly integrate the latest applications to your existing technology infrastructure.

WANT TO LEARN MORE ABOUT CCAAS? CALL US AT 800.240.0960 OR EMAIL US AT [email protected].