Cloud-based contact center solutions, also known as contact center as a service (CCaaS), are gaining traction in all industries. According to Fortune Business Insights, the CCaaS market size is expected to grow from $4.07 billion in 2021 to $11.76 billion in 2028.

One of the driving factors behind CCaaS growth is the adoption of other cloud-based tools. Organizations of all sizes are taking advantage of the benefits of cloud technology, including flexibility, scalability, business continuity, and lower IT costs.

CCaaS delivers these same benefits and more. Unfortunately, many considering CCaaS for their businesses have felt apprehensive about making the move. Why? There are many misconceptions about CCaaS floating around the industry. Here, we’re doing some myth-busting.

6 Common Misconceptions of Contact Center as a Service (CCaaS)

1. CCaaS Requires Dismantling Legacy Systems

The traditional contact center is a serious investment. And many companies fear they must completely dismantle their legacy systems, resulting in a huge hit to the bottom line. This isn’t true. Companies can implement CCaaS solutions into their current legacy systems.

Many CCaaS solutions offer integrations and open APIs that can be used to connect cloud-based tools and legacy tools together. As you continue your digital transformation, CCaaS tools can be scaled up or down to meet your changing needs. This is especially helpful for companies who wish to dismantle legacy systems but want to do so slowly over time.

2. CCaaS Isn't Secure

It’s no secret that security is a challenge when it comes to taking advantage of the cloud. After all, using cloud services does indeed expand your company’s attack surface and results in your IT team needing to cover more ground to protect your critical data.

However, cloud based as-a-Service providers are better positioned when it comes to security because they must expect to have customers across all types of industries with various compliance needs, and this is no different for CCaaS.

In fact, some of the largest customers of Cloud Contact Center solutions are in the most highly regulated industries and will require strict compliance to various regulations such as PCI, HIPPA, GDPR and SOC II. Because of these strong security stances taken to meet these standards, security is usually much better from a CCaaS provider than what an organization may provide around their own internal systems.

3. CCaaS Isn't for SMBs

It’s common for terms like “as a service” to be synonymous with “enterprise.” However, one of the key benefits of CCaaS is its ability to flex and scale to fit any size business, whether a mom-and-pop shop or an international enterprise.

For SMBs in particular, CCaaS offers many benefits:

• Cost-effectiveness: With CCaaS, there’s no need to invest in additional hardware or office space. Instead, businesses pay a third-party vendor for the management and hosting of the CCaaS software.
• Scalability: As a small business grows, a CCaaS solution can grow right along with it. This ensures these businesses meet customer demands while still only paying for what they need.
• Improved customer experience: In today’s omnichannel environment, different customers wish to connect with businesses in different ways. For example, while some may prefer to pick up the phone, others would prefer to text. Unfortunately, meeting these demands can be difficult for small businesses with minimal hands on deck. CCaaS solutions can improve the experience by offering various communication methods, including voice, video, text, chat, and more. Using CCaaS, SMBs can provide customers with the experience they’re looking for simply and with minimal cost.

4. CCaaS Is Expensive To Implement & Maintain

It’s true that any new IT initiative will come with an investment. However, cloud-based contact center solutions often cost much less to implement and maintain than traditional systems.

First, CCaaS doesn’t require any upfront costs such as purchasing phone clients or renting office space. Plus, using CCaaS, you only pay for what you use. This means you can scale down or up, depending on your business needs at any given time.

As for maintenance, your vendor will be in charge of managing any updates and upkeep to your software. And that cost is included within your monthly charge.

5. CCaaS Tools Are Difficult To Learn & Use

For busy companies, implementing software with a steep learning curve results in critical downtime that can negatively affect the bottom line. However, many CCaaS solutions have been designed to be user-friendly with easy-to-use interfaces and features.

The key is to find the right software to fit your team’s specific needs and workflow. Software isn’t one-size-fits-all. We recommend reaching out to an IT solutions advisor who can help you select the right CCaaS tool for your business.

6. CCaaS Isn't Importnt

“We don’t even have a contact center. Why would we need CCaaS?” Many companies are under the impression that contact centers are becoming obsolete. This couldn’t be further from the truth.

Contact centers are for more than just taking phone calls. Contact centers equipped with CCaaS help you meet your customers where they want to be met, whether that’s by phone, email, text, or another communication method. CCaaS also assists you with gathering critical customer insights, such as ease of interaction stats, that can help you make better business decisions.

If you think CCaaS isn’t a requirement for you now, it will be in the near future as customers continue to demand personalized experiences and teams continue to evolve into hybrid work environments. CCaaS is the only way to deliver.

Discover More About CCaaS by Reaching Out to Our IT Experts

The bottom line is this: any business, regardless of size, can benefit from flexible, secure, and cost-effective cloud-based contact center solutions. To learn more about CCaaS or to find CCaaS solutions to fit your business, reach out to our team by calling 704-389-5641 or sending us a message.