CCaaS Pulse Check – What’s Now Possible?

Think you know everything CCaaS (Contact Centre as a Service) platforms can now do? Think again…

We asked our expert panel to name the top things you probably didn’t know CCaaS can do.

Here’s what they said…

Supervisors Can Perform Evaluations – With No Distinction Between Remote and In-Office Agents

Supervisors get full and equal visibility of both sets of agents (home and office) and can monitor and perform agent evaluations with no distinction, reviewing recordings or text-based interactions and marking scorecards appropriately wherever they’re based.

With transcribed calls and text-based data, there’s also now the option to use artificial intelligence (AI) and increase QA coverage to 100% of interactions.

Contributed by: Debbie Thomas, Pre-Sales Director, Technical Sales & Solutions Consulting WNE, Enghouse Interactive

CCaaS Platforms Can Now Serve the Entire Business – Not Just Contact Centres

CCaaS platforms now serve the entire business, not just contact centres, thanks to purpose-built AI. An interaction-centric cloud platform breaks down data silos, consolidating all customer experience (CX) data in one place.

This enables a holistic approach to customer experience, unifying teams and functions to better serve customers.

The CX data managed by CCaaS platforms is invaluable. Purpose-built AI derives insights from this data, driving positive results across the business. It assesses 100% of interactions in real time, identifying urgent issues and historical trends.

Contact centres, being at the customer frontline, often have the most current product and service information. Every interaction is crucial for building CX strategy.

Organizations leverage AI to extract answers and determine best actions from these interactions. This informs not only CX strategy but also product and service strategies, highlighting what works and what doesn’t for the business.

Contributed by: Michele Carlson, Director, Product Marketing, NICE

Agents Can Be Prompted With Empathy-Driven Responses

CCaaS platforms are now capable of real-time call transcription combined with sentiment analysis. As conversations unfold, the system can generate accurate transcripts on the fly, while simultaneously assessing the customer’s emotional state.

This capability not only aids in compliance and quality assurance but also empowers agents to adjust their approach in real time.

Contributed by: Tatiana Polyakova, COO, MiaRec

Agents Get the Same Working Experience – From Home or in the Office

People always ask if there are technology limitations around WFH, but today’s reality is that with CCaaS systems, contact centre workers can have the same experience whether they’re working at home or within a traditional contact centre office environment.

This means access to normal call-handling capabilities, agent features, call metrics, knowledge base articles and more.

Contributed by: Debbie Thomas, Pre-Sales Director, Technical Sales & Solutions Consulting WNE, Enghouse Interactive

CCaaS Platforms Can Predict Customer Churn and Identify Training Gaps for Agents

One of the most transformative yet underappreciated features of modern CCaaS platforms is their ability to generate AI-powered insights and analytics.

These systems can automatically analyse vast amounts of interaction data, identifying trends, patterns, and anomalies that would be impossible to spot manually.

Beyond just reporting, the AI can uncover actionable insights, such as predicting customer churn, identifying training gaps for agents, or suggesting product improvements based on customer feedback.

This capability allows businesses to make data-driven decisions quickly, improving not only customer experience but also operational efficiency.

AI-powered insights turn raw data into a strategic asset, helping organizations stay ahead of customer needs and market trends.

Contributed by: Tatiana Polyakova, COO, MiaRec

Virtual Agents Can Be Managed in the Same Way as Human Agents

We think of chatbots as living inside a website, handling self-service enquiries, or performing ID/account validation before routing calls to a human agent.

In the CCaaS environment, we’re now seeing the introduction of Virtual Agents (VAs) with NLP abilities that can be managed as part of the contact centre.

We’re now seeing the introduction of Virtual Agents (VAs) with NLP abilities that can be managed as part of the contact centre.

VAs sit side by side with human agents, which means that they can be managed in the same way as human agents.

Using supervisor monitoring, historic and real-time reporting, and manual or AI-automated agent evaluations, contact centre leaders can review and assess the quality of the job their VAs are doing.

This way an organization can ensure that, as well as deflecting repetitive or tedious enquiries from their more valuable human resources, the VAs are actually bringing value – and not simply generating failure demand.

Contributed by: Debbie Thomas, Pre-Sales Director, Technical Sales & Solutions Consulting WNE, Enghouse Interactive

CCaaS Systems Can Predict the Best Possible Agent for Each Interaction (for More Satisfied Customers)

While most people are familiar with basic call routing, modern CCaaS platforms now leverage AI-driven predictive routing to enhance customer experiences.

By analysing historical interaction data, customer profiles, and even real-time sentiment, these systems can predict the best possible agent for each interaction.

This results in more personalized service and increased first-contact resolution rates.

The AI doesn’t just look at skill sets but also considers factors like agent availability, performance trends, and even customer mood, leading to smarter, faster connections that leave both customers and agents more satisfied.

Contributed by: Tatiana Polyakova, COO, MiaRec

Transfers do happen, so if you want to make sure every transfer is handled as efficiently as possible, without affecting CX, read our article: How to Stop Call Transfers Ruining Your CX

CCaaS Can Help Contact Centres Prepare for a Greener Future – Significantly Reducing Environmental Impact

We are increasingly talking to businesses who uphold a “green” policy for the way they operate.

CCaaS is really the poster child for meeting these requirements, since leveraging a CCaaS environment means that instead of maintaining a dedicated on-premises environment with its own power, cooling, rack space and so on, organizations will use a shared multi-tenant resource in a shared datacentre.

Instead of an on-prem environment that is not necessarily optimized to use energy efficiently, and possibly has additional redundant systems that further increase resource demands, resources in the CCaaS datacentre are shared, energy use is optimized, and consumption is reduced.

Moreover, leading cloud providers will typically follow high energy efficiency standards, invest in renewable energy initiatives, and adopt advanced energy-saving technologies, significantly reducing environmental impact.

Contributed by: Debbie Thomas, Pre-Sales Director, Technical Sales & Solutions Consulting WNE, Enghouse Interactive

For more great insights and advice from our panel of experts, read these articles next:

• Prioritize Urgent Queries – Key Strategies for Success
• Is ChatGPT Really Suitable for Contact Centres Right Now?
• Master Seasonal Service Levels – Just Like This!

Author: Robyn Coppell
Reviewed by: Xander Freeman