Contact Center as a Service

Why Adopt a Contact Center Solutions?

Organizations are looking for better ways to communicate with customers and employees.  The right Contact Center Solution allows businesses a more sophisticated approach to communicated with customers, employees and suppliers using as a single platform that is fully integrated with social media and critical business applications.  There are several key factors to consider:



The Contact Center solution should seamlessly integrate with your CRM software and be easy to implement, use and manage. In addition, your Contact Center platform should be able to integrate off the shelf with commonly used third party applications such as Microsoft Teams, Google Workspace, Salesforce, Zoho, Zendesk. The CCaaS platform should also provide the detailed analytics you need to support business communication operations.

Improvement of Customer Experience

One key question is how adopting Contact Center will improve your customer’s experience and improve customer service management. A solid Contact Center Solution must have the flexibility to communicate with your customers the way they want to communicate with you. By respecting your customer’s time and resolving their issues in a timely manner, it will result in increased sales and greater customer retention rates.

Functional Integration

A great Contact Center solution must provide smooth functional integration with social media platforms (Facebook, Twitter, WhatsApp, Instagram, LinkedIn, etc.). Today’s Contact Center Solutions provide the ability to monitor and filter social media and detect those that require special attention. You can direct your customers on any social media platform right to your agents.

All about Experience

It’s all about experience – Contact Center Solutions lets supervisors monitor calls, provides options to whisper, barge or take over a call when agents need assistance. Agents will have the ability to pull in resources real-time to assist customers. A solid platform should provide skills-based routing and the flexibility to be customized to fit your businesses customer service model.

Customizable Rules

Customizable distribution rules – The order that calls are directed can be completely customizable based on tracking and analyzing data on success rate, length of calls, skill sets, and more. You can also make sure customers get the same agent every time.

Love Your Life

Sit back, relax and pop a cold one because your life just got a whole lot easier by using Salient.

Additional Key CCaaS Considerations

  1. Service Reliability & Uptime
  2. Ease of Use, Admin Portal Access, Dashboard Simplicity
  3. Provides a 360 Degree View of Your Customer
  4. Customer Self Service Features and Automated Tasks
  5. Security Measures

Let Iron Shield help you get started today!