Is Zendesk a CCaaS?

The definitive guide to contact center as a service 

Zendesk: A Customer Support and CRM Solution, Not a CCaaS 

In the field of engagement with customers and customer services, Zendesk stands out as a well-known and reliable platform. However, it’s crucial to be clear about the fact that Zendesk is not an CCAaS (Customer Contact as a service) platform. Although Zendesk provides high-quality CRM and customer support, its purpose and capabilities differ from an ordinary CCaaS solution. Is Zendesk a CCaaS? What is CCaaS?

Is Zendesk a CCaaS?

Is Zendesk a CCaaS? Zendesk is a consumer relations management (CRM) platform that provides numerous tools and services that can aid businesses with managing their customer interactions through a variety of channels, such as chat, email, phone as well as social media. It is important to note that Zendesk does not function as a pure play CCaaS service.

Zendesk does provide an option for call centers that is called Zendesk Talk, but it isn’t as robust as different CCaaS solutions. For instance, Zendesk Talk does not provide some of the features commonly found in different CCaaS solutions, like predictive dialing or hybrid call centers.

What is CCaaS?

Contact center as a Service (CCaaS) is a cloud-based solution for software which allows you to set up a virtual call center.

To understand the true background of CCaaS We must go all the way to 1995, right at the time TLC came out with “Waterfalls.” That was the year that CosmoCom (which was later acquired from Enghouse Interactive) became the first company to launch and patent contact center technology based on IP. This wasn’t the exact CCaaS that we are familiar with and adore in the present, but it did lay the foundation for what would come afterward.

The early 2000s were when the current CCaaS was introduced. Technology companies recognized the limitations of on-site contact center software which could only be accessed via certain computers. They turned this outdated method of working by introducing the contact center service, that only requires the Internet connection.

Today CCaaS is now a dependable replacement to conventional call centre services that concentrate on phones calling routing, call routing, as well as call recording.

Call centers handle communications via voice only, whereas CCaaS manages all communications through various channels within the cloud. However, despite these distinctions, CCaaS professionals often use “contact center” and “call center” in conjunction. When we speak of the contact center, we’re talking about centers that utilize a CCaaS solution.

By utilizing an omni-channel model, CCaaS software allows teams to serve customers through:

• Social media
• Live chat
• Email
• Other communications channels

The four-point case for using a CCaaS solution

The major distinction in CCaaS and on-premises call center solutions is quite simple:

• On-premises solutions are the hardware and software for contact centers that are housed and maintained in a single physical location
• CCaaS is, on the other hand, is cloud-based and can be accessed from multiple locations

Small and large companies have embraced CCaaS solutions at a faster pace since the pandemic started. The increase in the use of CCaaS solutions is the result of:

• The rise in remote work and social-distancing policies
• More calls for companies offering in-demand services such as healthcare services or aid from the government

Primary reasons why companies are moving away from traditional contact centers to CCaaS

• It’s cost effective

A cloud-based solution, CCaaS cuts many of the additional costs associated with traditional call center systems. You’ll be able to save money on costly equipment, over-inflated IT departments to support and general energy expenses.

Another major cost savings associated with the CCaaS solution is the fact that it’s based on the use. Call center technologies that are traditional costs the same regardless of how frequently you’ll use it. CCaaS usually employs monthly or pay-as-you-go pricing, meaning that your cost is based on the amount you’re paying for.

• It offers multi-channel communication

Telephone calls are the most preferred method of communication for customers but they shouldn’t be your only alternative. With increasing numbers of Gen Zers and millennials arriving on the scene, customers’ interactions are shifting beyond the phone, and moving into online chat, social media and email.

CCaaS software makes multi-channel communication a child’s game:

• Dashboards that are real-time can allow agents to determine which channels their customers are using
• Reports can be run to evaluate performance across all of them

Multi-channel communication using CCaaS isn’t just convenient for your customers, but it’s also advantageous for your employees. They’ll be able respond to questions from customers more efficiently using an appropriate method for communication which means they’re in constant touch with the customer’s needs on every channel.

• It shows product and order history

Let’s face it: call center employees sometimes face an extremely difficult task. They’re not just trying to give their customers a fantastic experience however, they’re also scrambling to locate information about their customers in real-time. It’s not a simple task. Customers may become frustrated and, in some situations, even aggressive.

This is when you require a CCaaS service to assist you in saving your day.

A CCaaS solution is able to display the customer’s order and product information while communicating with the customer. Being able to display specific information regarding the customer’s account in front of you will aid agents in answering questions with ease and direct customers to the best solution.

With immediate access to your orders and product information and order history, you’re ready to offer more rapid support to your customers.

• It provides insightful reports and analytics

If you’re spending your time looking through endless pages of information it will take you less time to solve customer issues and keep them satisfied.

Utilizing the CCaaS can give you access to automated reporting and analytics. The software will monitor key metrics of the call center like:

• Uptime
• Downtime
• Missed and declined calls

This data can improve operational efficiency across your call center. If you’re witnessing a rise in missed calls, as an example, you may be able to determine if there are enough employees at peak times to handle the demand.

What are the benefits of CCaaS?

The benefits of CCaaS extend beyond the cloud. It increases the efficiency of agents and creates memorable customer experiences, and reduces costs.

1. Cost savings

As a cloud-based solution, CCaaS eliminates many of the additional costs associated with traditional contact centers, such as hardware as well as inflated IT departments as well as maintenance and rental costs.

CCaaS pricing for the solution is determined by the amount of usage, which leads to savings in costs. Smaller companies can choose an arrangement of pay-as you-go for small-scale usage, whereas larger businesses can choose more conventional price plans for monthly billing.

Pay-as-you-go models for CCaaS and scalability work hand-in-hand. If your company is growing and you’re looking to incorporate CCaaS-related features it is possible to accomplish this with just a few clicks. In Zendesk Suite for instance you can toggle features off and on based on the needs of your business.

You don’t have to search for new servers or additional software licenses. You are able to run in just a day.

2. Secure data storage

CCaaS is cloud-based, meaning that your data doesn’t reside in one place. Multiple backup locations are available in the event that one data center fails, the next one will take over the gap. When the locations of data centers are different according to time zone You can have certainty that someone is keeping an eye on their performance at all times.

3. Omnichannel communication

Calls to the phone may still be the most popular method of communication for customers, however it is evident that the Zendesk customer experience Trends Reports indicate that the consumer preferences are changing. The majority of customers want the option to communicate with companies through social media, chat on the internet or messaging apps, as well as email. Not just by phone.

CCaaS software allows omnichannel communication an easy task:

• Dashboards that are real-time can help agents understand which channels clients are using.
• Agents can effortlessly transfer conversations seamlessly from one channel to the next without losing the customer’s context.
• Reports can be run to evaluate the effectiveness throughout all media channels.

Providing omnichannel communication using CCaaS isn’t just beneficial to customers, but also advantageous for your employees. They’ll be able respond to questions more efficiently using the preferred method of contact for customers and will be at the forefront of conversations with customers across all channels.

The various Zendesk Suite plans offer a unifying agent workspace, where your team members can see the conversations on all platforms. Agents can chat live with customers, reply to Facebook messages, and even send emails all from one location. A brand new service, Zendesk Voice, even integrates a call button into the mobile app of your customer or web browser, so that they can call to solve a problem.

CCaaS is also able to automate specific communication across channels, allowing your staff to concentrate on more complicated problems with support. Chatbots, for instance, can respond to common questions of customers by providing a standard response. If this response doesn’t resolve the issue, the user can seek help from a live agent.

4. Quick access to product and order history

Let’s face it Contact center employees frequently face challenges. Not only do they have to deliver a superior customer experience and provide excellent customer service, they’re also trying to get customer information in real-time. This isn’t an easy job. Customers can be impatient and, in certain situations, outright aggressive.

CCaaS software can save the day. A CCaaS solution will instantly find the customer’s order and product history. It’s a win-win. Customers won’t need to go through the previous conversations with your staff, and your staff can address the issue much faster.

5. Insightful reports and analytics

If you are employed in an old-fashioned contact center and you are a contact center employee, you could be required to devote several hours per week shifting information from one system to the next to analyze. These are the hours you’ll be devoted to resolving customer problems.

CCaaS software provides access to automatic reports and analytics that help you monitor key metrics for your contact center such as the time between uptime and downtime as well as the number of calls that are missed or not answered.

These insights can enhance efficiency and management of the workforce within your call center. If you see a huge rise in missed calls for example, you might require additional agents to work during peak times. In addition, the recurring issues with customers may mean you need to develop more self-service content regarding the issue. Enterprise-level CCaaS gives real-time data to assist you in adjusting your customer service processes.

Customers are always looking for speedier, more personalized solutions to their needs. Your CCaaS report can help you to continuously make improvements that are required to meet those requirements.

How to choose the right CCaaS software for your business

The advantages that come with CCaaS solutions are obvious. However, how do you determine which CCaaS service is the best fit for your company? Here’s how you can decide.

• Know your customers: It is tempting to evaluate the performance of a CCaaS platform solely by the number of communication channels it can support. While it is essential to have omnichannel flexibility however, the most important question to ask should be: how well does this platform handle my primary support channel? If you find that most of your clients are to call you. Your staff is proficient in handling these interactions. You’ll want to ensure your CCaaS software includes a powerful cloud-based voice service such as Zendesk Voice. If the service provider doesn’t provide useful features for your clients’ preferred channels Keep looking.

• Be wary of cost fluctuations: A lot of CCaaS solutions are priced based on how many agents are who use the service. If you see a rise in inquiries from customers and you employ more agents during certain periods of the year Be sure to include this into your CCaaS budget.

• Check your CCaaS integrations: Make sure that the CCaaS is compatible with CRM as well as other essential business applications. For instance, suppose you are using Magento to sell online and Slack to manage internal communications. If you wish agents to be able to view Magento orders whenever issues arise, and to help resolve support tickets through Slack the CCaaS should be able to connect to these tools.

• Assess the support options: If your messaging service stops functioning at 2am at Black Friday, you want your CCaaS provider to be there to assist. Although most major providers provide 24-hour support for their customers, it’s an excellent idea to confirm and request details. For instance, is phone support available from 2 am or is it only chat? Does it cost extra for this? The same issues can be applied to support for onboarding as well. Are you provided with a dedicated customer success specialist or are you restricted to pre-recorded training videos and manuals?
• Understand the learning curve: A CCaaS solution could awe users by its capabilities and 24×7 assistance however, is it easy to setup and use? It will take longer for you as well as your staff to get familiar with it, the more time it will take to be successful. The cost and quality of onboarding is worth a look here.

What are Contact Center as a Service (CCaaS) Providers for Zendesk?
Twilio Flex	Everything you need to deliver personalized customer experiences, all on one powerful platform. Twilio Flex is the programmable cloud contact center platform that gives your company complete control over how, when and what you deploy to deliver digital-first engagement with the widest breadth of communication channels.
Squaretalk	Squaretalk is an integration-friendly call center platform for sales and support teams. Empower your teams to excel with Squaretalk, the most affordable, scalable, and agent-friendly call center software designed to boost efficiency and productivity for your sales and support representatives.
ConneXio	The simple, smart, efficient & all-in-one UCaaS, Customer Engagement & Workforce Management Platform.
Genesys Cloud	Genesys Cloud is the platform for rapid innovation — for organizations of any size, and any industry. It’s an API-first solution, with more than 10 years of testing, refinement, and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys.
Aircall	Aircall is the cloud-based phone system of choice for modern brands of 3+ users. By seamlessly integrating with the most popular CRM and Helpdesk tools, we help sales and support teams communicate clearly and efficiently. Admins can instantly add numbers from 100+ countries, scale their teams according to seasonality, and gain deep insights through real time analytics.
Talkdesk	Create a seamless customer journey across channels that is fast and frictionless. Explore our automation-first solutions with AI for every day. Each year, we release hundreds of new features, solutions, and integrations to keep our platform ahead of customer experience technology and trends. Our automation-first customer experience solutions leverage Talkdesk AI to optimize your most critical customer service processes.
Five9	Five9 has over a decade of dedicated focus – 100% on cloud contact center software. Positioned highest in ability to execute in the Leaders quadrant of the Gartner Contact Center as a Service Magic Quadrant, Five9 has become the solution of choice for enterprise contact centers that need a solution that is reliable, secure, and scalable.
NICE CXone	NICE CXone is a cutting-edge SaaS-based contact center software that empowers organizations by increasing the quality of leads and reducing the cost of client interaction. Scalable, robust, and built on the foundation of multi-channel ACD and speech-enabled IVR, NICE CXone helps contact centers process inbound support requests and agents to connect seamlessly with their customers through multiple channels that include email, inbound/outbound voice, voicemail, social media, chat, and more.

---

Frequently Asked Questions

What is a CCaaS platform?

The CCaaS platform, also known as a Contact Center as a Service platform is a cloud-based service that provides companies with the tools they require to manage customer interactions through multiple channels, including chat, email, phone and social media.

What is Zendesk customer service software?

Zendesk customer support software uses a cloud service that lets companies of all sizes handle customer interactions on different channels, such as chat, email, phone as well as social media. It provides a range of tools and features that assist businesses in improving services to customers, boost sales, and cut expenses.