What is SAAS?
Before proceeding to the reasons for owning a SaaS call center, it is important to understand what exactly is SaaS (Software as a Service). SaaS or Software as a Service is simply a technology where we give software applications as a service to users. In the initial years of technology coming into existence, maintaining any software application was pretty tough since early times, such software applications were configured only one time and were hardly upgraded as it was pretty costly to upgrade any software and maintain it.
But ever since the early 2000s, after the concept of software as a service has evolved, it has been much appreciated by the software buyers owing to its lower cost footprint with the extra features to top it up. In addition to this, these apps provide extra functionality and accessibility over different devices. Thus we can say that instead of using CDs or DVDs, users can access anything they wish by paying a minimal amount by the use of the internet.
What is a SaaS (Software as a service) call center?
SaaS call center in simple terms is a platform that is used for managing inbound and outbound calls, which includes escalation, routing, analytics, and in-built CRM. Thus, we can understand that a SaaS call center is a profitable source of building and growing a call center team.
SaaS call center over cloud phone systems
The Call center of SaaS is more advanced than the normal cloud phone systems in terms of call management features, built-in CRM, and analytics. Just like a simple call center software offers help in distributing inbound calls amongst agents that are available on similar lines, outbound calls made by agents to leads, the software facilitates the end-to-end capabilities.
Use of cloud in call centers- taboo?
During the early adoption period, the use of cloud in applications was never thought of and was considered a taboo, something which was never appreciated or considered as a trustworthy option. But now, with the advancement of technology, the cloud is at the top, something people always choose and opt for. Based on a 2014 study, almost 21.1% of call centers are opting for cloud-based platforms
Why own the call centers?
There are loads of reasons why to have a SaaS call center. But if we have to list a few:
- Cost: Nowadays, the cost to implement and set up a cloud based phone system is very affordable as compared to the usual systems which involve the PBX switch and software license, which is comparatively very pricey. And opting for cloud need for setting up thousands of servers does not exist.
- Zero Maintenance: As mentioned previously, managing PBX switches and other prerequisites is very high priced, and its maintenance is also pretty tough. In case you don’t have technical staff, the need to hire an IT manager increases who have a salary of approximately $100,000 (in the US). In comparison to this setup, the virtual call center is less expensive. Thus you can set up thousands of virtual call centers with ease from this salary, which is paid to the IT manager.
- Easy Setup: The whole set up of this is pretty easy. The need to set up month-long installations goes completely out of the picture. The need for VOIP service providers also becomes minimal since this is not a mandatory prerequisite for setting up cloud-based platforms. Hence it may be right to say that VoIP Service Providers have become obsolete.
- Software Mobility: With the advancement of cloud-based call center, this particular feature of software mobility has also been enhanced. Earlier data used was constantly managed, updated, and stored in various applications, but ever since the enhanced cloud services evolved, all the data has become accessible on any device from anywhere.
- Easy and quick upgrades: Since it is a service hosted as a cloud service, adding upgrades to such systems is easy. Whereas in the case of on-site solutions, the implementation of upgrades gets pretty hectic. And if the equipment is not compatible with your services upgrading your services becomes more troublesome.
- High scalability: Come to think of it, in case of the normal system, i.e., no cloud, you are limited to the physical location, hence being bounded by the official capacity for your agents. But in case of a cloud-based system, VoIP Service Providers simply redirects calls over the internet. Thus opening new locations now becomes completely hassle-free, and turning them into a call center never comes across as an issue. This makes it effortless for the users.
- Robust and strong integrations: In cases of an on-site system, code has to be customized, and developing integrations have to be done by the use of API. Whereas, in the case of a SaaS (Software as a Service), all the services such as integrated voice, text chats, and help desks can now be easily obtained at a single spot. Thus these virtual call centers have a foolproof solution for every problem.
- A high rate of successful collaboration: In the normal scenarios, all agents, account managers, and customer success managers have to come together and work together as a team, which may not always go as smoothly as it should go. As a result, customers usually end up facing an inconsistent experience. In the case of cloud services, call center features like internal chat play the role of savior as even if a customer ends up calling the wrong department it doesn’t turn out to be a nightmare for the customer.
Thus, cloud services for SaaS (Software as a Service) is an ideally amazing approach and is a foolproof solution not only for the customers utilizing the service but also for the agents involved in the process of assisting the clients for the concerned services. Hence it is something which has taken over the technology world and will continue to do so for the next few years. SaaS call center is something you should look out for!!!