Business Drivers CCaaS leverages the cloud, combining the capabilities of the legacy PBX with those of several communications media. It delivers these contact center services remotely with the promised benefit of measurable total cost of ownership (TCO) and return-on-investment (ROI), while, simultaneously, strengthening customer satisfaction (CX). Let’s look at that statement piece-by-piece. By capitalizing on cloud, CCaaS absolves an organization of the headaches associated with premise- based hardware and optimizes OPEX budgeting. It combines legacy PBX telephone switchboard functions with various media like text and chat. Some systems even can move communications dynamically from one media to another. For example, someone contacts your company via chat but finds a phone call easier for a more detailed exchange. In this case, the agent can initiate an outbound call to the customer. Cost efficiency is largely dependent upon which factors a customer needs included in the equation. “The economics are pretty easy because, in traditional telephony platforms, you have legacy costs, upgrades, hardware maintenance, and all of that,” said Tim Montgomery, Managing Partner at Alamo Cloud Solutions, a San Antonio, Texas-based Trusted Advisor. “When you look at the true cost of those things, and then compare it to the per-seat, per-month cost of CCaaS, the results are typically pretty favorable to CCaaS. You can get to the point where it’s more cost efficient – or at least neutral – to add the other channels. You save real dollars, but you also save soft dollars because your customers are happy to be able to use their [communications] channel of choice.” By capitalizing on cloud, CCaaS absolves an organization of the headaches associated with premise-based hardware and optimizes OPEX budgeting Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 7