7 Financial Benefits of the CCaaS Subscription Model

October, 2022

For the contact center industry, the CCaaS subscription model just makes sense – organisations now have more choice, more agility and more control over their software choices. Here are 7 reasons why it's more financially viable...

CCaaS subscription model background

Do you subscribe to TV or music streaming apps? Maybe you pay for cloud storage or even lease a car you couldn’t afford to buy outright. If so, you are not alone. The ‘subscriber age’ has been creeping up on us unawares during the past decade or so.

This ‘subscription model’ is a game changer for users and software vendors alike. It has proved a match made in heaven for the software users. The move to ‘the cloud’ has led to a significant shift in the way software is delivered. By swapping all-out budget-busting software purchases for subscription-based monthly payments, organisations have reaped huge financial benefits.

For the contact center industry specifically, the Contact Center as a Service (CCaaS) subscription model just makes sense – organisations now have more choice, more agility and more control over their software choices.

Here are 7 reasons why:

7 Financial Benefits of the CCaaS Subscription Model

1. CAPEX vs OPEX

Large single software purchases are treated as capital expenditure (CAPEX) and depreciation is used to spread the cost over a number of years. Software subscriptions are seen as leases i.e. operational expenditure (OPEX), a regular payment, which makes accounting more transparent.

2. EASIER TO BUDGET

Huge outgoings can take months to secure – meetings, sign offs, raising capital etc. Subscriptions can be incorporated into the monthly budget structure – an expected expense which is lower risk and faster to implement.

3. FLEXIBILITY

Cloud services (at least those services geared to enterprise needs) deliver a full kitbag of core functionality at a reasonable baseline per-concurrent-user price. Things like ASR, TTS, speech analytics and AI bots tend to be delivered as ‘pay-as-you-use’ so unlike premise-based installs you don’t have to license technology that will sit idle most of the time. Also, as your business evolves and your usage profile changes, you won’t be tied in to paying for things that you don’t use.

4. SCALABILITY

Contact centers running on a CCaaS model need only pay for what they use. Need more agents for a seasonal ‘burst’ or marketing push? Simply scale up and then scale down afterwards.

5. SECURITY

The security of customer data is more critical than ever in the modern online-world; new threats can crop up daily. Historically, vendors would stop supporting older software, yet with the CCaaS model, like smartphones, security fixes are ongoing, ensuring you can be always running the latest version.

6. FEATURE ACCESS/ PERSONALISATION

The contact center software industry is constantly evolving. The subscription model gives companies the freedom to adjust their software requirements over time without buying a whole new package. Need a new media channel or the latest industry-specific AI? If your software architecture is built on APIs, swapping or adding integrations is a breeze.

7. INFRASTRUCTURE & MANAGEMENT

CCaaS is delivered from the cloud, so no hefty infrastructure outlay is required. And, because you are paying experts to manage and monitor the infrastructure for you, there’s no need to employ technical staff. The natural delivery mechanism for CCaaS is the browser and WebRTC for voice, meaning with the right CCaaS provider you can also mothball your legacy PBX infrastructure.

With minimal initial outlay, the ability to go live within hours or days and with a variable monthly fee linked to demand, there’s no time better than the present to make the move to the CCaaS subscription model and begin to enjoy the financial benefits.

Check out the second in this series of blogs, where we take a look at the 5 operational benefits of the CCaaS subscription model.

Sytel’s Softdial Cloud offers all this and much more. To book in a demo, just talk to us

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Software

Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

Voice, chat, email, social, etc – fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Optimise agent usage and balance workloads in real-time without human intervention, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and ‘best-available’ decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care