If your organization is dealing with poor phone service caused by a poor-performing phone solution, it can be difficult to work productively and efficiently.
Additionally, if your phone solution prevents reliable communication with your customers, it will adversely affect those relationships. This often leads to lost customers and revenue.
A CCaaS solution can help improve external communication with customers and enable you to improve your relationships with them.
However, like many solutions, there may be issues with the service that you should be aware of before making a purchase.
If you are not aware of the potential issues that exist with CCaaS and how to address them if they affect you, you may end up with a solution that fails to fully meet your needs.
Coeo knows how important a reliable phone solution is and has delivered thousands of them to organizations to help improve their communication with their customers.
We want you to understand the potential issues you may experience with a CCaaS solution and how to solve them so you can determine if CCaaS is the right technology for your organization and, if necessary, how to address these issues should they arise.
By the end of this article, you will understand what CCaaS is, the problems that can occur with the solution, and how to solve them.
What is CCaaS?
Contact Center as a Service (CCaaS) is a cloud-based software solution that enables your organization to make and receive external calls to and from customers and other third-party affiliates like suppliers and prospects.
Call centers are similar to contact centers. However, a call center relies on agents to make and receive calls from external users while contact centers enable external users to communicate in a variety of ways including phone calls, email, chatbots, and text messaging.
CCaaS is connected to the internet via the cloud to communicate with customers enabling agents to use multiple devices such as computers or cellphones from any location.
The potential problems with CCaaS
Though a CCaaS solution can improve your phone service and help your organization communicate more effectively with your customers, some potential problems can prevent you from maximizing your ROI.
These potential problems of CCaaS include:
One potential challenge with CCaaS is integrating the solution with other services you may be using.
If your CCaaS solution doesn’t integrate well with any of your existing solutions and network infrastructure, it can adversely affect the performance of those solutions.
In addition to integration issues with network infrastructure, there may also be integration issues with other communication channels like email and social media.
Integrating your CCaaS solution with other communication channels will provide your team with the flexibility to communicate with your customers through a variety of channels.
Without this integration, your CCaaS solution may not be able to deliver the broadest range of capabilities you need to operate your business effectively.
Lack of security
One of the main challenges with CCaaS and any cloud-based solution is the quality of the security built into the technology.
Cloud solutions rely on the internet making it critical to keep the solution safe from anyone who might penetrate your network.
Once your phone solution is connected to the internet and uses it to make and receive calls, it can expose your phone solution to cyberattacks such as toll fraud if your security is not reliable and up to date.
Reliability and downtime
Another challenge when relying on the cloud and connecting your phone solution to the internet is reliability and downtime issues.
Dependence on the internet can lead to disruptions like call breakups and drops when connectivity issues or issues with your provider occur.
How to solve the issues with CCaaS
Now you know what CCaaS is and the potential issues with the solution.
However, it is important to understand how to solve these issues so you can be better prepared when they arise or to avoid them altogether.
Before purchasing a CCaaS solution, it is important to work with your CCaaS service provider to ensure that your infrastructure and existing software will integrate with your CCaaS solution.
Additionally, it is important to ensure your network is secure so you do not experience any toll fraud attacks or other forms of cyberattacks while using your CCaaS solution.
Many organizations use security solutions such as SASE, DMZ, or UTM to protect their network from cyberattacks.
Also, if your new CCaaS solution doesn’t meet your reliability expectations and you continue to experience excessive downtime, it may be beneficial to install an SD-WAN solution to improve your network performance and increase uptime.
Determining if CCaaS is the right solution for your organization
Now you understand what CCaaS is, its potential challenges, and how to solve these issues should they occur.
This will enable you to determine if CCaaS is the right solution for your organization and help you avoid these challenges should they arise
It’s important to achieve high-performance standards when installing a new phone solution.
Understanding the problems with CCaaS will help you solve them when they come up in your solution and avoid them in the future.
Coeo knows how important a reliable phone solution is and has delivered thousands of them to organizations to improve their external communication with customers and enhance their customer relationships.
We want you to understand the potential issues with a CCaaS solution so you can determine if CCaaS is the right solution for your organization and how to solve any issues should they arise.
If you would like to speak with our team to learn more about CCaaS or ask any questions you may have you can schedule an appointment.
Now that you understand what CCaaS is, the potential problems of CCaaS, and how to solve them, check out this article to learn the different CCaaS plans Coeo offers: