Microsoft Solutions for CCaaS – Contact Center as a Service
CCaaS (Contact Center as a Service) is a cloud-based solution that provides businesses with the tools and infrastructure to manage their contact center operations.
A key strategic dimension of the Microsoft UCCaaS portfolio is the opportunity to address ‘CCaaS’ requirements.
CCaaS (Contact Center as a Service) is a cloud-based solution that provides businesses with the tools and infrastructure to manage their contact center operations.
CCaaS is a key segment for UC partners as it offers the potential for strategic level of engagement with customers.
Of course there is always a market demand for internal communications tools, but these are typically considered a commodity, driven by more junior IT buyers. In contrast how customers are engaged through the contact center is of top most strategic priority, presenting the opportunity for business / senior Director level relationships.
Dynamics Contact Center
A keynote case study example of this scenario is Aberdeen City Council. They have has pioneered the use of Azure AI to streamline the online citizen contact experience. They were the first local authority in Scotland with a virtual assistant when it launched its AB-1 chatbot with Microsoft in 2020.
As Dynamics users they highlight the logical context of the newly launched Dynamics Contact Center offering. this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.
Azure Communications Services
Microsoft’s key strength is their holistic enterprise Cloud platform and complete suite of services, and especially potent is the developer tool set Azure Communications Services, multichannel communication APIs for adding voice, video, chat, text messaging/SMS, email, and more to all your applications, which positions them powerfully for the CCaaS (Contact Center as a Service) use case.
For example as this case study explains how ABN Amro uses Microsoft Teams and Azure Communication Services to bring fully customized Teams meeting capabilities directly into the bank’s own digital banking portal for customers, creating a streamlined meeting experience where they can book meetings without having to leave the portal.
Empowering developers to work with these communication components makes possible an array of dynamic innovation scenarios. Lynk and Co even brought meetings into the car, highlighting the diversity of opportunities for UCCaaS niche specialisms.
