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:
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.
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.
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.
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.
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
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
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
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
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
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
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
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
By Business Type
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
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care