Contact Center as a Service (CCaaS) is a software deployment model which enables companies to only purchase the technology they need. It is commonly operated by a vendor to reduce IT, integration, and support costs. CCaaS solutions are most commonly deployed as a cloud-based CX solution in contact centers, but in some instances, an on-premise CCaaS software solution is more ideal.
Contact centers need their technology framework to work efficiently and effectively in order to support a successful customer experience without wasting resources. With countless tools and systems crowding the marketplace, it can be difficult to cut through the noise and design an optimized contact center ecosystem.
Enhance Customer Experience.
Reduce Cost.
Empower Agents.
• Omni-channel, multi-channel, integrated channels
• Contact Routing, Skills-based Routing, Sentiment Routing
• IVR, Auto attendant
• AI, Bots
• Big Data, Analytics, Dashboards
• Speech recognition, verification, authentication
• Customer Journey mapping and analytics
• Knowledge Management
• Quality Management (voice and other channels)
• WorkForce Management
• CRM, CXM, CEM
• Employee Sat, Employee Engagement
Consulting Engagements
Clients engage NetComm Partners as a trusted advisor and hands-on partner. Whether they are looking for new strategies and new technology directions including omnichannel or moving to the Cloud, seeking to improve performance or customer experience/engagement, or driving toward expansion, NetComm Partners can help.
We help our clients to develop a strategy, a business case, manage the procurement and manage the implementation. We are end-to-end value-added partners.
Strategy
Developing next generation strategies.
Procurement
Experts at managing procurements and negotiations.
Implementation
Best Practice Implementations for Organizations of all sizes.
Cost Avoidance
Our goal is to ensure you get the best of what you pay for.
Don’t know where to start? -OR- You started and need additional assistance?
Why CCaaS
It’s no longer the news that contact centers play a strategic role in shaping a company’s direction. A more empowered contact center can be instrumental in increasing customer profitability, strengthening customer relationships, and building and positioning corporate brand.
The reality is – there are so many changes with contact center technology, vendors, practices, that it can be hard to keep up, and even harder to decide why, what, or how to do it. If this is where you are at – an external consulting team is what you need.
Businesses that implement CCaaS solutions see benefits such as availability to the consumer across all touchpoints, record/review calls for quality and/or training purposes, reduced IT headcount and seamless interdepartmental access for customers.
Typical Considerations
- Budget – How much will it cost and what is my ROI?
- Product – Which product should I select?
- Functionality – There are many options, which do I need?
- Implementation – How do I go about it? What goes wrong?
Our strategy development process comprises the following steps:
- Discovery – Current systems, services, contracts, costs, etc.
- Business Requirements – Future needs workshops
- Options Analysis – Identify and review each option
- Budget Modelling – Model the costs for each option
- Recommendations – Provide a comprehensive set of costed recommendations
Need advice on which Product, Service or Provider to select?
Procurement
The Contact Center market is highly competitive with different customers paying very different prices. Although negotiating with any vendor or telco can appear challenging, we have a proven track record of delivering results.
We understand the products and the suppliers. We know the pitfalls of contractual “legalese”. We give our clients the advantage in any negotiation.
CC Implementations – NetComm Global Framework
Our global framework moves your CC from an ad hoc, “build it and they will come” deployment scenario to a best practices deployment methodology using a three phased approach:
- Planning and Business Assessment
- Solution Design
- Implementation/Integration and Optimization
Our framework elements and methodology have been used by a number of customers to plan and deploy their contact center solutions across North America, APAC, EMEA and LATAM.
Organizations can rely on our framework to provide a repeatable and customizable deployment methodology. Some parts of the framework must be implemented by in-house personnel, while significant portions can be done with assistance from a trusted services partner like us.
The framework accounts for mobile workforce and flexibility of remote work environments. We are experienced at handling Different Users, Different Styles and Different workspaces. Any technology must be deployed with the people and the processes it will impact in mind.
Are you ready to learn what’s Possible?
