Contact Center (CCaaS)
Reach New Levels Of Customer Service
Affiliated Communications has been building contact centers since our inception in 1984. Our proven process allows us to design the perfect contact center for your organization.
Contact Center As A Service (CCaaS) Solutions For Your Business
Contact center as a service is essentially a cloud contact center. This solution provides the same capabilities as those of an on-site contact center. But unlike a conventional contact center with private branch exchange (PBX), advanced interactive voice response (IVR), automatic call distribution (ACD), computer technology integration (CTI), email, text, chat, and social media channels are all delivered via the cloud. Once we’ve fully designed and configured your contact center, we maintain and upgrade your systems for you.
The 3-D’s
Affiliated has developed a formula that prioritizes our 3 Ds—define, determine, and design. We walk you through the fundamental phases in creating and implementing your ideal contact center solution.
- Define the business objectives. What is your organization trying to accomplish, and what are everyone’s roles and responsibilities? Affiliated Communications assists your organization in clearly defining these business objectives. We have a team of professionals to consult with you and implement best practices for your contact center.
- Determine which technology platform and services meet your requirements. Affiliated has partnerships with the major contact center players in the market today. Once we define your business objectives, we then provide you with options and consult with you about what platform is best suited to meet your requirements. On-premise, public cloud, and private cloud services are all considered based on your unique needs. Affiliated has the staff and partners to assist you in providing excellent customer service and consulting for all of your contact center needs.
- Design and build the call flow. This step of our process involves designing your call and communication flow and then testing and gaining customer acceptance. We save your organization time and money by using our network of contact center resources to pull together the services and products to build the contact center. Affiliated understands common issues and what products need to be implemented so that you can communicate effectively with your customers using all the mediums they expect.
Experience The Benefits Of CCaaS
With the advanced features of a CCaaS hosted solution, your organization can be truly customer centric.
CCaaS—How We Help You
A CCaaS solution offers several great benefits for your organization, including cost effectiveness, efficiency, ease of use, and customer satisfaction. Affiliated Communications can assist your organization in the following disciplines when implementing a CCaaS solution:
- Skillset routing
- Multiple channels
- Outbound dialing
- Collections
- Standard customized reporting
- Analytics
- Call recording
- Workforce management and optimization
- Agent desktop design and CRM integrations
- Gamification—rewards and recognition programs
- Employee retention and training
- Systems integration
In addition to a comprehensive CCaaS offering, Affiliated works with some of the most reputable contact center companies to provide call center software and products. Our partners include:
A Customer-Centric, Cloud-Based Contact Center
Affiliated offers cloud contact center solutions that provide several advantages over traditional on-site deployment. Benefits of CCaaS include call center versatility, our network design and disaster recovery planning, no infrastructure costs, no maintenance costs, 60-day deployment, and multisite and international deployments.
From partnering with some of the top companies in the industry to providing full project management, maintenance, and training behind our service, Affiliated is the partner you can trust.
Interested in a CCaaS solution for your business? Contact Affiliated Communications today.