A More Flexible Approach to CCaaS Solutions

Contact centers are an important, arguably the most important, part of any company. There's a simple reason why, the contact center is where direct connections between you and your customers are made. Today, many contact centers are powered by software delivered using an "as a service" model. These systems are known as Contact Center as a Service, or CCaaS.

Years ago, when CCaaS solutions first hit the market, all communication was done using traditional phone calls, emails, and in some situations, chat. But today, many people want to communicate with businesses using different methods. To keep up with their customers, in addition to phone, email, and chat, some companies are adding texting (or SMS/MMS) to the mix.

Over the same period, the number of regulations, policies, and protections that come into play when directly interacting with customers has increased. This has given rise to the need for call recording and storage systems, and integration with industry-wide anti-spam systems. With the increase in software capabilities resulting from the surge in Artificial Intelligence, speech-to-text functions have found a home in the customer contact center.

Now, you might be excited about what one, or all, of these functions can do for you. The CCaaS solution you use must give you the flexibility to choose what's right for you, so you don't end up paying for more than you need or end up with functions taking up resources unnecessarily and dragging down performance.

Customizing CCaaS Solutions

Fusion Connect offers a comprehensive suite of CCaaS solutions that make it easier for you to meet your customers where they are, with the right message, at the right time. These solutions add robust, cloud-based, contact center features that are reliable, secure, and scalable, and backed by an experienced team for ongoing engagement, support, and training.

Responding to the increased importance of texting (SMS/MMS), call recording and storage, and speech-to-text, we are making those features available as add-on solutions that give you the flexibility to choose the right mix of features for you. Let's look at these features in more detail.

Adding text (SMS/MMS) to your Contact Center

The SMS/MMS feature is designed to facilitate direct communication between your business and your customers using text messages (which are, let's face it, the only way many people like to communicate these days). Because it's such a widely used and accessible medium, adding text messaging to your existing communication channels is very valuable. That said, there are still some types of customer interactions-often those found in B2B relationships-where texting isn't considered appropriate.

Our flexible approach to adding these features to your CCaaS systems ensures that, when needed, your business can easily add the ability to engage your customers using SMS/MMS. It also means that you don't need to pay for or maintain the feature if your customers don't want to exchange text messages.

Comprehensive 10DLC Compliance

Industries that rely heavily on texting for customer interactions, such as healthcare, finance, and retail, must comply with industry 10DLC (10-digit long code) policies to ensure reliable and secure messaging. 10DLC is an industry initiative to eliminate spam and abuse of SMS/MMS communications-something we can all get behind.

Our carefully curated SMS/MMS bundles are equipped with a dedicated telephone number and SMS activation and full compliance with 10DLC regulations. This compliance ensures higher deliverability rates, lower filtering, and overall better performance of your SMS and MMS marketing and support campaigns. The inclusion of campaign registry capabilities helps you manage your messaging campaigns transparently and efficiently, adhering to carrier requirements and reducing the risk of penalties.

Reaching more customers with SMS/MMS

SMS/MMS features can dramatically expand your reach, ensuring continuous connectivity with your customers when appropriate. This direct line of communication allows for the delivery of support and other timely information in a way that is personable, helpful, and relevant. Our SMS/MMS add-in follows a trusted and regulatory-compliant approach that maximizes the effectiveness and reach of every message sent.

Adding recording and storage to your CCaaS solution

Call recordings are an important part of training and compliance programs. And along with those recordings comes the need to store them somewhere. Fusion Connect's recording storage solutions are designed for businesses of all sizes, while meeting the most stringent compliance requirements. These solutions provide a centralized, easily accessible hub for storing, managing, and accessing recordings from our CCaaS Professional portal, simplifying operational workflows and making data management easier.

The benefits of call recording and storage in CCaaS systems

Enhanced Compliance and Training

Our call recording and storage solutions facilitate strict adherence to compliance protocols, and help you increase the effectiveness of training programs, by ensuring that call recordings and documents are easily retrievable.

Call recording and storage features are particularly important in industries where ensuring compliance and documenting customer interactions is critical. For example, call recording helps financial services firms meet regulatory mandates and manage risks, while legal services can document meetings and maintain transcripts. Healthcare providers benefit from more accurate patient records and the ability to do trend analysis more quickly. Recordings help facilitate contactless commerce-where the physical credit card used for payment isn't present at the time of sale-by providing a record of the conversation, aiding in dispute resolution. Sales and retail can resolve disputes and keep detailed order notes, which is also useful for coaching and compliance. These are just a few examples of how these enhancements provide tools for customization, scalability, and value, enhancing customer satisfaction and operational efficiency across industries.

Scalable Storage Options

With a wide range of storage increments available you can select the ideal storage capacity to meet your needs today, with the flexibility to scale up or down as things change.

BYOP (Bring Your Own Provider) Support

Whether you prefer to bring your own storage provider or opt for Fusion Connect's secure, hosted storage solutions, we offer comprehensive support to integrate with your existing operations and workflows.

Adding speech-to-text to your CCaaS system

Speech-to-text services represent a significant step forward towards improving operational efficiency and gaining deeper insights into customer service interactions. By creating an immediate transcription of agent-customer conversations, speech-to-text features help you quickly analyze and understand the nuances of customer interactions without the time-consuming playback of audio recordings.

The benefits of speech-to-text in CCaaS systems

More efficient reviews

Supervisors and administrators can swiftly review transcribed conversations for quality assurance, training, or compliance checks, significantly reducing the time and resources required for these critical activities.

Enhanced Operational Insights

The immediate availability of transcriptions offers valuable insights into customer interactions, giving you important information to help you refine your communication strategies, improve agent performance, and enhance customer satisfaction through informed decision-making.

Speak to Our Tech Experts

We can help your business optimize your Contact Center investment. Ask us how!

Summary

As you learned about these features, some might have stood out as the perfect fit for your needs, and some just might not be for you. Fusion Connect's flexible approach to delivering these features means you can pick and choose to find the perfect solution for you. Fusion Connect remains committed to helping our customers with cutting-edge solutions. As the CCaaS landscape continues to evolve, we will continue to innovate and adapt, ensuring that you can always find the tools to succeed.

If you would like to learn more about CCaaS systems, here are some resources you might find interesting:

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