Contact Centre-as-a-Service (CCaaS) allows merchants and other businesses to access the technology required to run a state-of-the-art contact centre without making a substantial investment in infrastructure.
Rather than investing in the fixed assets you need to set up a call centre from scratch, such as IP Telephony (IPT), email, SMS and web chat systems, CCaaS allow you to access this technology, as a service, via the cloud.
In contact centre-as-a-service models, companies pay for software subscriptions and rent hardware from the provider as and when they need it. By using what is in essence a ‘pay as you go’ model, organisations have the commercial freedom to pay for the resources they need to meet shifts in demand.
The Benefits of the CCaaS Model
The aim of contact centres is to provide customers with the flexible service they need and expect, while keeping the costs of delivering the service down. Living in a time of rapid technological innovation can be difficult for organisations, as it makes customer expectations, in terms of functionality and channels, hard to predict. CCaaS overcomes this unpredictability by giving merchants access to the functionality they need to deliver superior customer support via any channel.
Other benefits of CCaaS include:
- The ability to switch – Organisations can chop and change providers until they find a solution they’re happy with.
- Keep up to date – Contact centres will benefit from the latest technology releases and updates without having to reinvest.
- The freedom to plan – Companies can plan for the future knowing they will be able to retain their leading-edge status.
- The ability to scale – Capacity can be scaled up or down in line with demand.
The Important Issue of PCI Compliance
While the benefits of a CCaaS solution are clear, organisations must also remember the importance of compliance with the Payment Card Industry Data Security Standard (PCI DSS). When adopting a 100% CCaaS model, or a hybrid model that combines owned and managed infrastructure, outsourcing PCI compliance to a fully hosted secure cloud solution provider makes more sense. This will help to keep the costs of compliance down and ensure all your obligations are met.
At PCI Pal, we were one of the first secure cloud solution providers to obtain Level 1 PCI DSS certification – we believe this is the only standard you should accept. This means we are strictly audited and authorised by the major card schemes to handle cardholder data for the world’s largest companies. To find out more, please get in touch with our expert data security team today.