NICE Stock: Contact Centers as a Service

Just prior to the dot bomb era, evidence was emerging that customer service functions were being offshored. What started with John in Mumbai ended up with Rosie in Manila. Cheaper office space and labor, a greater propensity to please, and a greater degree of “accent neutralization” were all factors in the migration of customer call centers from India to the Philippines. Nowadays, it’s all about optimizing call centers with technology to offer a better customer experience with a lower headcount, something commonly referred to as Contact Centers as a Service or CCaaS.

Cost savings, compared with on-premises contact center software. Full CCaaS on average is $1,356 per agent, per year, as opposed to $2,104 for on premises.

Credit: TechTarget

Contact Centers as a Service

Companies of all sizes need a contact center to connect with their customers. Here at Nanalyze, we use a few tools – HelpDesk and LiveChat – that help us triage incoming emails and chat live with our customers, at least whenever we’re sober. The number of channels you can use to communicate with customers has exploded – email, messaging apps, phone, chat, text, and the list goes on. It’s a challenge for a business of any size to manage all this communication in an efficient and competent manner. That’s where an “as-a-service” offering makes sense. Gartner estimates that more than half of all customer service centers – or contact centers as they̵