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hsla(0,0%,71%,.102);display:block;height:20px;left:50%;position:absolute;transform:translateX(-50%) rotate(45deg);width:20px;z-index:2}.languageselector-module--container--33a65{line-height:15px;padding:0;position:relative}.languageselector-module--icon--7148f{cursor:pointer;display:block;height:15px}.languageselector-module--list--6ad45{list-style:none;margin:0;padding:0;width:250px}.menuitem-module--container--ca97c{align-items:center;color:#000;display:flex;gap:12px;height:56px;padding-inline:32px;text-decoration:none;width:100%}.menuitem-module--container--ca97c:hover{background-color:var(--color-muted)}.menuitem-module--label--cdba6{font-size:16px;font-weight:700}.menuitem-module--image--d3107{height:16px;width:24px}.languageselectormenu-module--container--9f31d{background-color:var(--color-white);height:100%;padding-top:30px;position:absolute;top:0;width:100%}.languageselectormenu-module--item--18743{align-items:center;display:flex;gap:16px;padding:16px;text-decoration:none;width:100%}@media screen and 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to Deploy it [2025 Guide] | Sprinklr</title><link data-react-helmet="true" rel="canonical" href="https://www.sprinklr.com/cxm/ccaas/"/><link data-react-helmet="true" rel="alternate" href="https://www.sprinklr.com/cxm/ccaas/" hrefLang="x-default"/><link data-react-helmet="true" rel="alternate" href="https://www.sprinklr.com/de/cxm/ccaas/" hrefLang="de"/><link data-react-helmet="true" rel="alternate" href="https://www.sprinklr.com/cxm/ccaas/" hrefLang="en-us"/><noscript data-react-helmet="true"><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-WKNHCN" height="0" width="0" style={{ display: 'none', visibility: 'hidden' }} ></iframe></noscript><script data-react-helmet="true">function gtag(){dataLayer.push(arguments)}window.dataLayer=window.dataLayer||[],gtag("consent","default",{ad_storage:"denied",analytics_storage:"denied",wait_for_update:500}),gtag("set","ads_data_redaction",!0);</script><script data-react-helmet="true">window.spr_algolia = { app_id: "INA5VWBD53", 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Understand its benefits and features and how to deploy it effortlessly for better customer service.","author":{"@type":"Person","name":"Issac Thomas"},"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2025-03-05T00:00:00.000Z"}</script><script data-react-helmet="true" type="application/ld+json">{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What security measures are in place for CCaaS?","acceptedAnswer":{"@type":"Answer","text":"<p>CCaaS employs encryption, access controls and regular security audits to safeguard data. Advanced authentication and monitoring systems ensure a secure and reliable contact center environment. </p>"}},{"@type":"Question","name":"What are the future trends in CCaaS?","acceptedAnswer":{"@type":"Answer","text":"<p>CCaaS future trends include: </p><ul><li><p>AI-driven automation </p></li><li><p>Omnichannel integration </p></li><li><p>Enhanced analytics for customer insights </p></li><li><p>Seamless remote capabilities </p></li></ul><p></p>"}},{"@type":"Question","name":"How can businesses measure the ROI of CCaaS?","acceptedAnswer":{"@type":"Answer","text":"<p>Businesses can measure CCaaS ROI by assessing cost savings, improved customer satisfaction, increased <a href=\"https://www.sprinklr.com/blog/contact-center-agent-productivity/\"><u>contact center agent productivity</u></a> and enhanced scalability in contact center operations. </p><p>Businesses can measure the ROI of CCaaS by leveraging a set of key contact center metrics that provide insights into overall performance and individual agent effectiveness. 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7.89c1.6 0 2.898-1.28 2.898-2.86s-1.297-2.86-2.898-2.86c-1.6 0-2.898 1.28-2.898 2.86s1.297 2.86 2.898 2.86"></path></svg></div><span class="sr-only">Sprinklr</span></a></div><div class="w-full h-full flex justify-between"><div><ul class="relative flex h-full gap-4 desktop-lg:gap-8 transition-transform duration-400 ease-in-out"><li class="flex items-center" data-menu-item-type="MEGA_MENU"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Products">Products</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute 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transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="h-5 flex-none me-3"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.36 10.36 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42s2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123m0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.86 4.86 0 0 1-.315-2.99 5.1 5.1 0 0 1 1.517-2.65 5.7 5.7 0 0 1 2.839-1.417 5.9 5.9 0 0 1 3.203.295 5.5 5.5 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Sprinklr Service</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/customer-service/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/customer-service/inbound-voice/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Inbound Voice</span></div></a><a href="/products/customer-service/outbound-voice/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Voice</span></div></a><a href="/products/customer-service/social-media-channels/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 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data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational AI Platform</span></div></a><a href="/products/customer-service/conversational-ivr/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational IVR</span></div></a><a href="/products/customer-service/knowledge-base/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Knowledge Base Software</span></div></a><a href="/products/customer-service/agent-console/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified Agent Desktop</span></div></a><a href="/products/customer-service/agent-assist/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Agent Assist</span></div></a><a href="/products/customer-service/omnichannel-routing/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Routing</span></div></a><a href="/products/customer-service/quality-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI-Powered Quality Management</span></div></a><a href="/products/customer-service/supervisor-console/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Supervisor Console</span></div></a><a href="/products/customer-service/conversational-analytics/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Analytics</span></div></a><a href="/products/customer-service/workforce-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Management</span></div></a><a href="/products/customer-service/analytics-and-reporting/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Reporting and Analytics</span></div></a><a href="/products/customer-service/omnichannel-survey/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Surveys</span></div></a><a href="/products/customer-service/guided-workflow/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Guided Workflows</span></div></a><a href="/products/customer-service/service-command-center/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Service Command Center</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 50 45" class="h-5 flex-none me-3"><g clip-path="url(#social_svg__a)"><path d="M18.83 2.901C8.436 2.901 0 11.354 0 21.788s8.435 18.869 18.83 18.869c10.397 0 18.832-8.452 18.832-18.869S29.227 2.901 18.83 2.901m0 7.263c2.609 0 4.713 2.127 4.713 4.722s-2.122 4.721-4.712 4.721-4.712-2.126-4.712-4.721 2.122-4.722 4.712-4.722m0 23.23a12.75 12.75 0 0 1-9.082-3.785l1.511-3.514c1.349-2.83 4.227-4.794 7.554-4.794a8.36 8.36 0 0 1 7.554 4.794l1.51 3.514c-2.32 2.325-5.52 3.785-9.064 3.785zM42.556 45c2.98 0 5.396-2.42 5.396-5.406a5.4 5.4 0 0 0-5.396-5.407 5.4 5.4 0 0 0-5.396 5.407 5.4 5.4 0 0 0 5.396 5.407"></path><path d="m41.036 38.498.021-.029c.42-.568.3-1.37-.268-1.79l-7.998-5.923a1.275 1.275 0 0 0-1.786.268l-.021.03c-.42.568-.3 1.369.268 1.789l7.998 5.924c.567.42 1.367.3 1.786-.269M44.607 10.813c2.98 0 5.395-2.42 5.395-5.407A5.4 5.4 0 0 0 44.607 0a5.4 5.4 0 0 0-5.396 5.406 5.4 5.4 0 0 0 5.396 5.407"></path><path d="m43.061 6.449-.02-.03a1.275 1.275 0 0 0-1.768-.367l-8.311 5.475a1.28 1.28 0 0 0-.366 1.772l.02.03c.387.59 1.18.755 1.768.366l8.312-5.474c.589-.388.753-1.182.365-1.772"></path></g><defs><clipPath id="social_svg__a"><path fill="#fff" d="M0 0h50v45H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Sprinklr Social</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/social-media-management/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/social-media-management/social-media-publishing-platform/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Publishing and Engagement</span></div></a><a href="/products/social-media-management/employee-advocacy-platform/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Employee Advocacy</span></div></a><a href="/products/social-media-management/distributed-marketing-platform/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Marketing for Distributed Teams</span></div></a></div><div class="h-full border-t border-gainsboroGray pt-6 mt-6"><p class="text-mediumGrey text-desktop-large/overline-4-bold uppercase mb-[18px]">Works Best With</p><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/social-listening/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/marketing-and-advertising/social-advertising/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/teams/customer-service/conversational-commerce/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/products/customer-service/social-media-channels/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Customer Service</span></div></a></div></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 53 40" class="h-5 flex-none me-3"><path d="m36.974 25.509 13.613 8.296a3 3 0 0 1 .98 4.13l-.396.638c-.867 1.408-2.734 1.84-4.148.976l-13.5-8.24"></path><path d="M19.74 0C8.843 0 0 8.803 0 19.653s8.843 19.653 19.74 19.653c10.898 0 19.74-8.804 19.74-19.653C39.48 8.803 30.639 0 19.74 0m0 7.565c2.734 0 4.94 2.214 4.94 4.917S22.455 17.4 19.74 17.4s-4.94-2.215-4.94-4.918 2.225-4.917 4.94-4.917m0 24.195c-3.714 0-7.089-1.502-9.521-3.942l1.584-3.66c1.414-2.947 4.43-4.993 7.918-4.993a8.77 8.77 0 0 1 7.92 4.993l1.583 3.66c-2.432 2.421-5.788 3.942-9.503 3.942z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Sprinklr Insights</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/consumer-intelligence/social-listening/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/consumer-intelligence/competitive-benchmarking/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Competitive Insights and Benchmarking</span></div></a><a href="/products/consumer-intelligence/product-insights/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Product Insights</span></div></a><a href="/products/consumer-intelligence/location-insights/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Location Insights</span></div></a><a href="/products/consumer-intelligence/visual-insights/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Visual Insights</span></div></a><a href="/products/consumer-intelligence/media-monitoring/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Media Monitoring and Analytics</span></div></a><a href="/products/consumer-intelligence/surveys/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Surveys</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 42 43" class="h-5 flex-none me-3"><path d="M20.514 0H4.975C2.232 0 0 2.222 0 4.953v33.772c0 1.832 1.022 3.41 2.505 4.275l1.976-4.563a9.16 9.16 0 0 1 16.528 0L22.985 43c1.482-.848 2.505-2.443 2.505-4.275V4.953C25.49 2.223 23.258 0 20.514 0m-7.77 31.398c-2.845 0-5.162-2.307-5.162-5.14s2.317-5.14 5.163-5.14 5.163 2.307 5.163 5.14-2.318 5.14-5.163 5.14M31.352 12.74h-.528c-1.27 0-2.3 1.024-2.3 2.29v12.23c0 1.264 1.03 2.29 2.3 2.29h.528c1.27 0 2.3-1.026 2.3-2.29V15.03c0-1.265-1.03-2.29-2.3-2.29M39.7 6.378h-.529c-1.27 0-2.3 1.025-2.3 2.29V33.62c0 1.264 1.03 2.29 2.3 2.29h.529c1.27 0 2.3-1.026 2.3-2.29V8.668c0-1.265-1.03-2.29-2.3-2.29"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Sprinklr Marketing</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/marketing-and-advertising/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/marketing-and-advertising/content-marketing/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Marketing and Campaign Planning</span></div></a><a href="/products/marketing-and-advertising/social-advertising/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/products/marketing-and-advertising/marketing-analytics/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Marketing Analytics</span></div></a><a href="/products/marketing-and-advertising/ad-comment/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Ad Comment Moderation</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Platform</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/platform/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/platform/ai/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI</span></div></a><a href="/products/platform/ai-plus/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI+</span></div></a><a href="/products/platform/ai-studio/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Studio</span></div></a><a class="css-15szwfb" href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security</span></div></a><a href="/products/platform/integrations/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Integrations</span></div></a><a href="/products/platform/sprinklr-sandbox/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sandbox</span></div></a><a href="/products/platform/display/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Display</span></div></a><a href="/products/platform/presentations/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Presentations</span></div></a><a href="/products/platform/active-data-retention/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Active Data Retention</span></div></a><a href="https://developer.sprinklr.com/" class="css-1kjd7d1"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">API</span></div></a></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="MULTI_LEVEL_INFO_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Solutions">Solutions</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="bg-white grid auto-cols-auto grid-flow-col auto-rows-min"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Industry</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class=""><div class="grid auto-rows-auto auto-cols-full h-full"><div class="min-w-[274px] desktop-lg:min-w-[268px] max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto header-scrollbar p-8"><div class="grid auto-rows-max gap-y-4"><a href="/industries/cpg/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CPG</span></div></a><a href="/industries/financial-services/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Financial Services</span></div></a><a href="/industries/government/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Government</span></div></a><a href="/industries/retail/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Retail</span></div></a><a href="/industries/technology/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Technology</span></div></a><a href="/industries/telecom/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Telecommunications</span></div></a><a href="/industries/travel-hospitality/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Travel & Hospitality</span></div></a></div></div></div></div><div class="hidden"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Marketing Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Customer Service Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Marketing Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/marketing/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/marketing/crisis-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Crisis Management</span></div></a><a href="/teams/marketing/campaign-content-lifecycle-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Lifecycle Management</span></div></a><a href="/teams/marketing/social-media-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Media Management</span></div></a><a href="/teams/marketing/compliant-digital-selling/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Compliant Digital Selling</span></div></a><a href="/teams/marketing/franchise-digital-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Franchise Digital Management</span></div></a><a href="/teams/marketing/executive-reputation-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Executive Reputation Management</span></div></a><a href="/teams/marketing/industry-insights-competitive-intelligence/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Industry Insights and Competitive Intelligence</span></div></a><a href="/teams/marketing/creative-insights-production-optimization/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Creative Insights and Production Optimization</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Customer Service Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/customer-service/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/customer-service/omnichannel-contact-center/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Contact Center</span></div></a><a href="/teams/customer-service/customer-self-service/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Self-Service</span></div></a><a href="/teams/customer-service/digital-customer-service/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Digital Customer Service</span></div></a><a href="/teams/customer-service/outbound-campaign-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Campaign Management</span></div></a><a href="/teams/customer-service/workforce-engagement-and-optimization/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Engagement Management</span></div></a><a href="/teams/customer-service/contact-center-intelligence/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Contact Center Intelligence</span></div></a><a href="/teams/customer-service/social-customer-service/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/teams/customer-service/conversational-commerce/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/teams/customer-service/proactive-digital-engagement/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Proactive Digital Engagement</span></div></a></div></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINK"><a href="/unified-cxm/" data-hydration="false" class="css-15szwfb"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Unified-CXM">Unified-CXM</span></div></a></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Customers">Customers</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/stories/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Stories</span></div></a><a class="css-15szwfb" href="/sprinklr-champion/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Champions</span></div></a><a href="https://community.sprinklr.com/" class="css-1kjd7d1"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Community</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Company">Company</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/our-story/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Our Story</span></div></a><a href="/leadership/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Leadership</span></div></a><a class="css-15szwfb" href="/newsroom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Newsroom</span></div></a><a class="css-15szwfb" href="/partners/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Partners</span></div></a><a href="/careers/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Careers</span></div></a><a href="https://investors.sprinklr.com/" class="css-1kjd7d1"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Investor Relations</span></div></a><a class="css-15szwfb" href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security & Data Privacy</span></div></a><a class="css-15szwfb" href="/sustainability/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sustainability</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Resources">Resources</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="border-r border-menuBorder shrink-0 w-[252px]"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Learn</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Services</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span 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Neue",sans-serif;font-weight:400;line-height:1.6;padding:0;margin:0;margin-bottom:16px;font-size:16px;font-weight:400;max-width:800px;}@media screen and (min-width: 40em){.css-18rn839{font-size:18px;}}@media screen and (min-width: 52em){.css-18rn839{font-size:20px;}}@media screen and (min-width: 64em){.css-18rn839{font-size:20px;}}</style><p class="css-18rn839">Understand how CCaaS is changing the contact center landscape and how you can embrace it to improve your customer service operations.</p></div></div><style data-emotion="css 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1fhwqte">.css-1fhwqte{font-style:normal;font-weight:700;font-size:24px;line-height:145%;margin-bottom:40px;}@media screen and (min-width: 40em){.css-1fhwqte{font-size:30px;}}</style><style data-emotion="css 118rq05">.css-118rq05{box-sizing:border-box;margin:0;min-width:0;font-style:normal;font-weight:700;font-size:24px;line-height:145%;margin-bottom:40px;}@media screen and (min-width: 40em){.css-118rq05{font-size:30px;}}</style><span class="css-118rq05">Table of Contents</span><style data-emotion="css euomfx">.css-euomfx{margin:0;padding:0;padding-left:1em;}</style><ul class="css-euomfx"><style data-emotion="css 6fty1j">.css-6fty1j{-webkit-text-decoration:none;text-decoration:none;color:var(--theme-ui-colors-text);font-style:normal;font-weight:500;font-size:16px;line-height:145%;}@media screen and (min-width: 40em){.css-6fty1j{font-size:18px;}}</style><style data-emotion="css isg4i5">.css-isg4i5{box-sizing:border-box;margin:0;min-width:0;color:var(--theme-ui-colors-primary);font-weight:700;-webkit-text-decoration:underline;text-decoration:underline;-webkit-transition:.2s color;transition:.2s color;-webkit-text-decoration:none;text-decoration:none;color:var(--theme-ui-colors-text);font-style:normal;font-weight:500;font-size:16px;line-height:145%;}.css-isg4i5:hover{-webkit-transition:.2s color;transition:.2s color;color:var(--theme-ui-colors-secondary);}@media screen and (min-width: 40em){.css-isg4i5{font-size:18px;}}</style><a href="#toc-0" class="css-isg4i5"><style data-emotion="css 1h8rase">.css-1h8rase{margin:0;padding:0;margin-top:16px;}.css-1h8rase:hover{cursor:pointer;}@media screen and (min-width: 40em){.css-1h8rase{margin-top:20px;}}</style><li class="css-1h8rase"><span class="css-vurnku">What is contact center as a service (CCaaS)?</span></li></a><a href="#toc-1" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">Top benefits of contact center as a service</span></li></a><a href="#toc-2" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">Evolution of contact center as a service </span></li></a><a href="#toc-3" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">How to implement CCaaS for your business</span></li></a><a href="#toc-4" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">Key CCaaS features and capabilities </span></li></a><a href="#toc-5" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">Tips for choosing the right CCaaS provider</span></li></a></ul></div><style data-emotion="css mc7llr">.css-mc7llr{box-sizing:border-box;margin:0;min-width:0;margin-top:32px;}@media screen and (min-width: 40em){.css-mc7llr{margin-top:52px;}}</style><div class="css-mc7llr"><style data-emotion="css bw5uqt">.css-bw5uqt{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.3;font-weight:700;font-size:24px;padding:0;margin:0;margin-bottom:16px;margin-top:30px;}@media screen and (min-width: 40em){.css-bw5uqt{font-size:30px;margin-top:50px;}}</style><h2 id="toc-0" class="css-bw5uqt"><span class="css-14us1xl"><span class="css-vurnku">What is contact center as a service (CCaaS)?</span></span></h2><style data-emotion="css 1v7ejua">.css-1v7ejua{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;font-weight:400;line-height:1.6;padding:0;margin:0;margin-bottom:24px;font-size:16px;}@media screen and (min-width: 40em){.css-1v7ejua{font-size:18px;margin-bottom:30px;}}@media screen and (min-width: 52em){.css-1v7ejua{font-size:20px;}}@media screen and (min-width: 64em){.css-1v7ejua{font-size:20px;}}</style><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Contact Center as a Service (CCaaS) is a cloud-based service that provides businesses with a flexible and scalable solution for customer communications, replacing the need for a traditional on-premises setup. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Businesses can avail CCaaS from external vendors on a subscription basis, passing the need to invest upfront in infrastructure, resources, hardware and software. Reduced expenses and quick deployment bring down the overall cost of </span></span><style data-emotion="css t7wvwb">.css-t7wvwb{color:var(--theme-ui-colors-primary);font-weight:700;-webkit-text-decoration:underline;text-decoration:underline;-webkit-transition:.2s color;transition:.2s color;}.css-t7wvwb:hover{-webkit-transition:.2s color;transition:.2s color;color:var(--theme-ui-colors-secondary);}</style><a href="/cxm/what-is-customer-service/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">customer service</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">, enabling businesses to scale their operations to accommodate changing needs and requirements. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">CCaaS serves as a centralized platform, streamlining communication on various </span></span><a href="/blog/customer-touchpoints/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">customer touchpoints</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">, such as phone calls, website, email, SMS, live chat, social media and review platforms. This way, businesses can deliver </span></span><a href="/cxm/omnichannel-customer-service/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">omnichannel customer service</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">, delivering value throughout the </span></span><a href="/cxm/customer-journey/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">customer journey</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">.</span></span></p><h2 id="toc-1" class="css-bw5uqt"><span class="css-14us1xl"><span class="css-vurnku">Top benefits of contact center as a service</span></span></h2><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">By deploying CCaaS, businesses gain a better foothold in multiple areas — costs, operational efficiency, customer satisfaction and more. Some of the benefits of deploying a CCaaS solution for your organization are as mentioned below.</span></span></p><style data-emotion="css 1wy8wyo">.css-1wy8wyo{padding:0;margin:0;margin-bottom:40px;list-style-position:outside;list-style-image:none;margin-left:16px;padding-left:revert;color:var(--theme-ui-colors-text);line-height:1.6;font-weight:400;font-size:16px;}@media screen and (min-width: 40em){.css-1wy8wyo{font-size:18px;}}@media screen and (min-width: 52em){.css-1wy8wyo{font-size:20px;}}@media screen and (min-width: 64em){.css-1wy8wyo{font-size:20px;}}</style><ul class="css-1wy8wyo"><style data-emotion="css 15wjw7m">.css-15wjw7m{margin-bottom:8px;padding-left:0;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;}.css-15wjw7m ol{margin-top:8px;margin-bottom:8px;margin-left:16px;}.css-15wjw7m ul{margin-top:8px;margin-bottom:8px;margin-left:16px;}.css-15wjw7m p{margin-bottom:8px;}</style><li class="css-15wjw7m"><p class="css-1v7ejua"><style data-emotion="css 1qemmfx">.css-1qemmfx{font-weight:700;}</style><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Enhanced customer experience (CX)</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: CCaaS provides a unified, personalized view of customer data to </span></span><a href="/blog/contact-center-agent/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">contact center agents</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">, allowing them to deliver an </span></span><a href="/cxm/omnichannel-customer-experience/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">omnichannel customer experience</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> that boosts customer satisfaction.</span></span><br/><br/></p><style data-emotion="css 1tpr3ls">.css-1tpr3ls{box-sizing:border-box;margin:0;min-width:0;padding:1.5rem;padding-bottom:0;background-color:#F9F9F9;border-radius:10px;border:1px solid;border-color:var(--theme-ui-colors-lightGreyBorder);margin-block:10px;}</style><div class="css-1tpr3ls"><p class="css-1v7ejua"><i><span class="css-14us1xl"><span class="css-vurnku">Learn more: </span></span></i><a href="/blog/ccaas-platforms-customer-satisfaction/" class="css-t7wvwb"><i><u><span class="css-14us1xl"><span class="css-vurnku">How CCaas Boosts Your CSAT</span></span></u></i></a></p><p class="css-1v7ejua"></p><p class="css-1v7ejua"></p></div><p class="css-1v7ejua"><br/></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Cost efficiency</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: Cloud migration reduces overall costs on account of: </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Capital expenses. They are eliminated since infrastructure and resources are set up, maintained and upgraded by the CCaaS provider. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Operational costs. Ongoing maintenance is included in the subscription.</span></span><br/></p></li></ul></li></ul><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Improved profit margins</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: Agile, scalable CCaaS systems enable businesses to pay only for necessary features and users, leading to lower monthly bills and faster ROI through quicker deployment. Reduced implementation costs allow organizations to start realizing benefits earlier and optimizing operational efficiency sooner. </span></span><br/><br/></p><div class="css-1tpr3ls"><p class="css-1v7ejua"><i><span class="css-14us1xl"><span class="css-vurnku">Read more: </span></span></i><a href="/blog/financial-advantages-cloud-contact-center/" class="css-t7wvwb"><i><u><span class="css-14us1xl"><span class="css-vurnku">Financial Advantages of a Cloud Contact Center</span></span></u></i></a></p><p class="css-1v7ejua"></p><p class="css-1v7ejua"></p><p class="css-1v7ejua"></p></div><p class="css-1v7ejua"></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Guaranteed uptime</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: </span></span><a href="/blog/ccaas-providers/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Leading CCaaS providers</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> ensure guaranteed uptime and address unforeseen contingencies, ensuring business continuity and uninterrupted service for maximized CSAT.</span></span><br/></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Scalability</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: CCaaS offers flexible scaling by adding or removing seats and functionalities based on operational needs. Businesses pay only for consumed resources, optimizing operations for seasonal fluctuations in volume.</span></span><br/></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Performance analytics and insights</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: CCaaS systems capture and analyze agent interactions, generating valuable contact center analytics and insights in real-time. This allows organizations to shape effective training strategies, enhancing overall contact center performance. </span></span></p></li></ul><h2 id="toc-2" class="css-bw5uqt"><span class="css-14us1xl"><span class="css-vurnku">Evolution of contact center as a service </span></span></h2><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">The benefits of CCaaS are plenty, but how did on-premises contact centers evolve into service solutions? It’s a question worth pondering over. </span></span></p><p class="css-1v7ejua"><a href="/cxm/contact-center/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Contact centers</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> originated from traditional call centers and then evolved into the sophisticated cloud-based solutions of the 2020s we are witnessing today. Decades of innovation, from basic </span></span><a href="/cxm/interactive-voice-response/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Interactive Voice Response (IVR)</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> to human-sounding AI solutions, tell a beautiful tale of the continuous quest for efficiency, customer-centricity and adaptability in the dynamic landscape of contact centers.</span></span></p><p class="css-1v7ejua"><i><span class="css-14us1xl"><span class="css-vurnku">Take a free assessment of your contact center AI maturity. </span></span></i><a href="/lp/ai-maturity-assessment/" class="css-t7wvwb"><i><span class="css-14us1xl"><span class="css-vurnku">Click here</span></span></i></a><i><span class="css-14us1xl"><span class="css-vurnku">.</span></span></i></p><style data-emotion="css 1t831ri">.css-1t831ri{width:100%;overflow-x:auto;}@media screen and (min-width: 40em){.css-1t831ri{overflow-x:initial;}}</style><style data-emotion="css 1dkjj3b">.css-1dkjj3b{box-sizing:border-box;margin:0;min-width:0;width:100%;overflow-x:auto;}@media screen and (min-width: 40em){.css-1dkjj3b{overflow-x:initial;}}</style><div class="css-1dkjj3b"><style data-emotion="css 16l3ev0">.css-16l3ev0{table-layout:initial;width:initial;border-collapse:separate;border-spacing:0;border:2px solid;border-color:var(--theme-ui-colors-tableBorder);border-radius:15px;overflow:hidden;}@media screen and (min-width: 40em){.css-16l3ev0{table-layout:fixed;width:100%;}}.css-16l3ev0 strong{font-weight:700;font-size:18px;line-height:22px;}.css-16l3ev0 p{font-weight:400;font-size:16px;line-height:19px;margin:0;padding:0;}.css-16l3ev0 td,.css-16l3ev0 th{border:none;}.css-16l3ev0 tr:nth-child(n + 2)>*{border-top:2px solid;border-color:var(--theme-ui-colors-tableBorder);}.css-16l3ev0 tr>:nth-child(n + 2)::before{content:"";position:absolute;height:calc(100% - 20px);width:2px;background-color:var(--theme-ui-colors-tableBorder);top:50%;left:0;-webkit-transform:translate(-50%, -50%);-moz-transform:translate(-50%, -50%);-ms-transform:translate(-50%, -50%);transform:translate(-50%, -50%);}</style><style data-emotion="css 1e2phdk">.css-1e2phdk{width:100%;border-collapse:separate;border-spacing:0;padding:0;margin:0;margin-bottom:16px;table-layout:initial;width:initial;border-collapse:separate;border-spacing:0;border:2px solid;border-color:var(--theme-ui-colors-tableBorder);border-radius:15px;overflow:hidden;}@media screen and (min-width: 40em){.css-1e2phdk{table-layout:fixed;width:100%;}}.css-1e2phdk strong{font-weight:700;font-size:18px;line-height:22px;}.css-1e2phdk p{font-weight:400;font-size:16px;line-height:19px;margin:0;padding:0;}.css-1e2phdk td,.css-1e2phdk th{border:none;}.css-1e2phdk tr:nth-child(n + 2)>*{border-top:2px solid;border-color:var(--theme-ui-colors-tableBorder);}.css-1e2phdk tr>:nth-child(n + 2)::before{content:"";position:absolute;height:calc(100% - 20px);width:2px;background-color:var(--theme-ui-colors-tableBorder);top:50%;left:0;-webkit-transform:translate(-50%, -50%);-moz-transform:translate(-50%, -50%);-ms-transform:translate(-50%, -50%);transform:translate(-50%, -50%);}</style><table class="css-1e2phdk"><tbody><tr><style data-emotion="css 1efbeu7">.css-1efbeu7{background-color:var(--theme-ui-colors-oceanBlue);padding:20px 16px;position:relative;vertical-align:top;}.css-1efbeu7:first-child{padding:20px 16px;}.css-1efbeu7:last-child{padding:20px 16px;}.css-1efbeu7 p{color:white;}</style><style data-emotion="css 1kiy1rh">.css-1kiy1rh{text-align:left;border-bottom-style:solid;border-bottom:1px solid;padding-left:8px;padding-right:8px;padding-top:4px;padding-bottom:4px;margin-top:-1px;background-color:var(--theme-ui-colors-oceanBlue);padding:20px 16px;position:relative;vertical-align:top;}.css-1kiy1rh:first-child{padding-left:0;}.css-1kiy1rh:last-child{padding-right:0;}.css-1kiy1rh:first-child{padding:20px 16px;}.css-1kiy1rh:last-child{padding:20px 16px;}.css-1kiy1rh p{color:white;}</style><td class="css-1kiy1rh"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Timeline</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1kiy1rh"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Key developments</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td></tr><tr><style data-emotion="css 1tyl394">.css-1tyl394{padding:30px 16px;vertical-align:top;position:relative;}.css-1tyl394:first-child{padding:30px 16px;}.css-1tyl394:last-child{padding:30px 16px;}.css-1tyl394 p{min-height:1em;}</style><style data-emotion="css 1rtab5y">.css-1rtab5y{text-align:left;border-bottom-style:solid;border-bottom:1px solid;padding-left:8px;padding-right:8px;padding-top:4px;padding-bottom:4px;margin-top:-1px;padding:30px 16px;vertical-align:top;position:relative;}.css-1rtab5y:first-child{padding-left:0;}.css-1rtab5y:last-child{padding-right:0;}.css-1rtab5y:first-child{padding:30px 16px;}.css-1rtab5y:last-child{padding:30px 16px;}.css-1rtab5y p{min-height:1em;}</style><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">1960s</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Emergence of call centers with telephone-based inquiries </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Introduction of Basic Interactive Voice Response (IVR) </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">1980s</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Integration of computer systems with telephony</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Sophisticated call routing and caller identification </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">1990s</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Shift towards web-based chat and interactions</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Adoption of Customer Relationship Management (CRM) systems for integrated customer service </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Early 2000s</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Adoption of cloud-based solutions</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Outsourcing and establishment of offshore contact centers </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Mid-2000s</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Expansion beyond voice and priority on multichannel support</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Emphasis on customer-centric approach</span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">2010s</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Rise of Contact Center as a Service (CCaaS)</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Omnichannel integration for a unified customer experience</span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Late 2010s</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Integration of </span></span><a href="/cxm/contact-center-ai/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">contact center AI</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> and automation</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Introduction of chatbots, </span></span><a href="/cxm/virtual-agent/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">virtual agents</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> and AI-driven analytics for efficiency and real-time insights </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">2020s</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Focus on flexibility and scalability</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Emergence of cloud-based CCaaS solutions for remote work </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">- Acceleration of remote contact center models due to COVID-19 </span></span></p></td></tr></tbody></table></div><p class="css-1v7ejua"></p><div class="css-1tpr3ls"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">❓Is Your Contact Center AI-Mature?</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Talking about evolution, this decade belongs to AI and in the past few years, it has led to a paradigm shift in how customers are served with the advent of AI-powered self-serve tools and analytics. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">To stay ahead, you need to introspect, how is your contact center faring in the age of AI? </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Take a free assessment of your contact center AI maturity. Click below and claim your complimentary report to level up. </span></span></p><style data-emotion="css 7qlwoe">.css-7qlwoe{max-width:1520px;margin:0 auto;padding-top:0px;padding-bottom:0px;padding-left:22px;padding-right:22px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;}@media screen and (min-width: 40em){.css-7qlwoe{padding-left:80px;padding-right:80px;}}</style><style data-emotion="css a683xg">.css-a683xg{box-sizing:border-box;margin:0;min-width:0;max-width:1520px;margin:0 auto;padding-top:0px;padding-bottom:0px;padding-left:22px;padding-right:22px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;}@media screen and (min-width: 40em){.css-a683xg{padding-left:80px;padding-right:80px;}}</style><div class=" css-a683xg"><style 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20px;font:inherit;cursor:pointer;outline:inherit;box-sizing:border-box;line-height:24px;font-weight:700;text-transform:uppercase;background-color:var(--theme-ui-colors-primary);border-width:2px;border-color:var(--theme-ui-colors-primary);border-style:solid;-webkit-transition:.2s background,.2s border-color;transition:.2s background,.2s border-color;font-size:12px;font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;border-radius:50px;letter-spacing:0.4px;}@media screen and (min-width: 40em){.css-1a0qhys{padding:8px 34px;line-height:24px;font-size:15px;}}@media screen and (min-width: 52em){.css-1a0qhys{line-height:24px;}}@media screen and (min-width: 64em){.css-1a0qhys{line-height:24px;}}.css-1a0qhys:focus-visible{outline:2px solid #000000;}.css-1a0qhys:hover{-webkit-transition:.2s background,.2s border-color;transition:.2s background,.2s border-color;background-color:var(--theme-ui-colors-secondary);border-color:var(--theme-ui-colors-secondary);}</style><button tabindex="-1" class="css-1a0qhys"><style data-emotion="css aba35w">.css-aba35w{-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}</style><style data-emotion="css eobdd1">.css-eobdd1{box-sizing:border-box;margin:0;min-width:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}</style><div class="css-eobdd1"><style data-emotion="css aqscwe">.css-aqscwe{box-sizing:border-box;margin:0;min-width:0;}</style><div class=" css-aqscwe" data-element-id="body-button-START-ASSESSMENT" data-element-type="body-button">START ASSESSMENT </div></div></button></a></div></div><p class="css-1v7ejua"></p></div><div class="css-1tpr3ls"><p class="css-1v7ejua"><strong class="css-1qemmfx"><i><span class="css-14us1xl"><span class="css-vurnku">What does the future look like?</span></span></i></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span><i><span class="css-14us1xl"><span class="css-vurnku">Check out </span></span></i><a href="/blog/contact-center-automation-trends/" class="css-t7wvwb"><i><u><span class="css-14us1xl"><span class="css-vurnku">Top Contact Center Automation Trends [2024]</span></span></u></i></a></p><p class="css-1v7ejua"></p><p class="css-1v7ejua"></p><p class="css-1v7ejua"></p></div><style data-emotion="css dhax6p">.css-dhax6p{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.4;font-weight:600;font-size:20px;padding:0;margin:0;margin-bottom:16px;margin-top:20px;}@media screen and (min-width: 40em){.css-dhax6p{font-size:26px;margin-top:24px;}}</style><h3 class="css-dhax6p"><span class="css-14us1xl"><span class="css-vurnku">How does CCaaS differ from on-premise contact centers? </span></span></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">CCaaS stands apart from on-premises solutions in several key aspects. </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Ownership </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">diverges as CCaaS operates in the cloud over the internet, eliminating the need for physical infrastructure within the organization, unlike on-premises solutions that rely on in-house IT teams. </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Scalability</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> enters the picture with CCaaS. While on-premises setups are notorious for being challenging to scale and time-consuming, CCaaS offers dynamic scalability, allowing businesses to seamlessly adjust capacity from 10 to 100 seats in a matter of hours, ensuring optimal resource allocation and 100% uptime. </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Integrations </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">further distinguish CCaaS, as external solutions effortlessly integrate with omnichannel communication tools and advanced analytics, elevating customer interactions and enabling personalized care for </span></span><a href="/blog/customer-experience-contact-center/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">enhancing customer experience in contact centers</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">.</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">In terms of </span></span><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">costs</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">, on-premises solutions come burdened with hefty expenses, including maintenance, deployment costs and agent hiring and training. CCaaS revolutionizes this with a pay-as-you-go model, enabling businesses to use </span></span><a href="/cxm/cloud-contact-center/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">cloud contact centers</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> and purchase features and seats within a flexible monthly or annual window. </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><i><span class="css-14us1xl"><span class="css-vurnku">Learn More</span></span></i></strong><i><span class="css-14us1xl"><span class="css-vurnku">: </span></span></i><a href="/blog/on-premise-vs-cloud-contact-center/" class="css-t7wvwb"><i><u><span class="css-14us1xl"><span class="css-vurnku">On-Premises Contact Center vs. Cloud Contact Center</span></span></u></i></a></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">The shift towards CCaaS not only transforms the operational landscape but also sparks innovation with technologies like UCaaS and CPaaS – a topic we broach in the next section. </span></span></p><h3 class="css-dhax6p"><span class="css-14us1xl"><span class="css-vurnku">CCaaS vs. UCaaS vs. CPaaS</span></span></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">CCaaS (Contact Center as a Service), UCaaS (Unified Communications as a Service) and CPaaS (Communications Platform as a Service) differ across several key points. </span></span></p><div class="css-1dkjj3b"><table class="css-1e2phdk"><tbody><tr><td class="css-1kiy1rh"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Criteria</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1kiy1rh"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">CCaaS</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1kiy1rh"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">UCaaS</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1kiy1rh"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">CPaaS</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Definition</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">A cloud-based solution that enables customer service teams to interact and manage communications with their users </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Used within an organization to enable communication between employees </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Cloud-based platform providing APIs and tools for developers to develop business applications. </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Primary focus</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer engagement and support</span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Internal team communication </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Development and enhancement of business applications </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Best for</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Organizations with dedicated customer support handling high call volumes and multiple channels </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Teams aiming to enhance internal communication for collaboration and productivity </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Businesses are keen to add communication features directly into their applications or services. </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Key features</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Advanced IVR, omnichannel support, analytics, </span></span><a href="/cxm/workforce-management/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">workforce management</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Messaging, video conferencing, presence management, file sharing, productivity tools </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">APIs and SDKs for app development </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Flexibility</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Flexible and scalable. Accommodates fluctuating call volumes and evolving customer communication preferences </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Adaptable to different team sizes and communication needs </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Allows creation of tailored communication solutions based on specific business requirements </span></span></p></td></tr><tr><td class="css-1rtab5y"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Ideal user persona</span></span></strong></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer-facing teams majorly support </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Employees </span></span></p></td><td class="css-1rtab5y"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Developers </span></span></p></td></tr></tbody></table></div><p class="css-1v7ejua"><strong class="css-1qemmfx"><i><span class="css-14us1xl"><span class="css-vurnku">Learn More</span></span></i></strong><i><span class="css-14us1xl"><span class="css-vurnku">: </span></span></i><a href="/blog/ucaas-vs-ccaas/" class="css-t7wvwb"><i><u><span class="css-14us1xl"><span class="css-vurnku">UCaaS vs. CCaaS - A Detailed Comparison</span></span></u></i></a></p><h2 id="toc-3" class="css-bw5uqt"><span class="css-14us1xl"><span class="css-vurnku">How to implement CCaaS for your business</span></span></h2><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Let’s go through the intricacies of implementing CCaaS for your business, ensuring a seamless integration that aligns with your unique requirements, in this stepwise approach. </span></span></p><h3 class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Step 1: Define business requirements</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Gather input by consulting with stakeholders to identify organizational goals, such as enhancing customer experience, improving efficiency or meeting specific compliance requirements (e.g., HIPAA, PCI). </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Identify </span></span><a href="/cxm/contact-center-metrics/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">contact center metrics</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> that align with your business goals and decide benchmarks to measure success. Here are some key metrics that your CCaaS vendor should track: </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/blog/customer-response-time/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Customer response time</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/cxm/average-handle-time/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Average handle time</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/cxm/customer-satisfaction/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Customer satisfaction scores (CSAT)</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></li></ul><div class="css-1tpr3ls"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Looking for inspiration? Try </span></span><a href="/cxm/competitive-benchmarking/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Competitive Benchmarking</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> and understand your competitors’ priorities, KPIs and performance.</span></span></p><p class="css-1v7ejua"></p><p class="css-1v7ejua"></p><p class="css-1v7ejua"></p></div><h3 class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Step 2: Choose your cloud format</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Decide on the level of control required for your </span></span><a href="/blog/contact-center-operations/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">contact center operations</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> and select the appropriate cloud format. Evaluate whether a public, private or hybrid cloud solution aligns best with your organization's needs and security considerations. </span></span></p><ol class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Public cloud</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: Offers shared infrastructure with limited control. Best for businesses with variable workloads and budget considerations. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Private cloud</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: Provides dedicated resources, delivering enhanced control and security. Ideal for organizations with strict compliance requirements </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Hybrid cloud</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: Integrates aspects of both public and private clouds, enabling flexibility in workload management, optimizing resource utilization and providing a customized balance of control and scalability. </span></span></p></li></ol><h3 class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Step 3: List desired features and functionality</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">One of the primary concerns during a CCaaS migration is the functionality of the platform. Delve into the considerations around reporting frameworks, operational metrics and integration with existing systems. Find the list of essential CCaaS features in the next section. </span></span></p><h3 class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Step 4: Evaluate vendors rigorously</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></h3><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Pricing model</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">. Most vendors offer three pricing models — Per seat/user, Usage-based and Per event. Understand the nuances of each model and choose the one that best suits your business requirements. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Security and compliance.</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> The vendor should offer data encryption, access controls, cybersecurity measures and regular updates to secure your business interests. Additionally, they should fulfill industry-level compliance requirements, especially if you operate within regulated industries like FinServ or Government. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Uptime and performance history. </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Assess the vendor's historical uptime performance to understand the reliability of their services. Find out how well the vendor's solutions have performed in terms of speed, responsiveness and overall efficiency over time. </span></span></p></li></ul><h3 class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Step 5: Implement the solution</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Once testing is successful, proceed with the migration or implementation of CCaaS. Follow a well-defined plan to transfer data, integrate systems and train staff. Collaborate closely with your chosen vendor during this phase to address any unforeseen challenges promptly, ensuring a seamless transition. </span></span></p><h3 class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Step 6: Maintenance and aftercare</span></span></strong></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Post-implementation, establish a robust aftercare and maintenance plan. Regularly monitor the performance of your contact center with KPIs and reports, address any issues promptly and stay informed about updates and new features provided by your CCaaS vendor.</span></span></p><h2 id="toc-4" class="css-bw5uqt"><span class="css-14us1xl"><span class="css-vurnku">Key CCaaS features and capabilities </span></span></h2><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Contact Center as a Service stands out as a transformative solution with capabilities designed to bring businesses and customers closer and enhance overall operational efficiency. While CCaaS offerings differ from vendor to vendor, these features and capabilities are pivotal for delivering a consistent, unbroken contact center experience: </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">1. Digital deflection</span></span></strong></p><p class="css-1v7ejua"><a href="/blog/call-deflection/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Call deflection</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> helps divert incoming customer calls to modern </span></span><a href="/blog/contact-center-channels/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">contact center channels</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> like chat or messaging platforms, reducing call volume, agent fatigue and long hold times.</span></span></p><style data-emotion="css 1da91v9">.css-1da91v9{max-width:100%;padding:0;margin:0;margin-bottom:16px;}</style><img src="//images.ctfassets.net/ukazlt65o6hl/6R9oFs74H6PGTGYwsAGy2w/8a1c80a84763525a6ff3f61f5ce1078e/Digital_deflection_from_Live_chat_to_Whatsapp.png" alt="Digital deflection from live chat to WhatsApp" class="css-1da91v9"/><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">2. Call routing </span></span></strong></p><p class="css-1v7ejua"><a href="/cxm/call-routing/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Call routing</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> directs incoming calls to the most appropriate agent or department, ensuring efficient and personalized customer service. Tools involved: </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/cxm/computer-telephony-integration/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Computer telephony integration (CTI)</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">: Connects contact center phone lines to computer systems for </span></span><a href="/cxm/call-management/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">call management</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Interactive voice response (IVR): Allows customers to navigate support menus using keypad or voice commands. </span></span></p></li></ul><img src="//images.ctfassets.net/ukazlt65o6hl/eTXEbm15TTtwyWIoRLVyV/2c79902ba0ad64269705e76909133ddc/Call_routing_via_IVR.png" alt="Call routing via IVR through Sprinklr Service" class="css-1da91v9"/><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku"> </span></span><a href="/cxm/automatic-call-distribution/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Automated call distribution (ACD)</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">: Streamlines inbound call reception and routing, reducing </span></span><a href="/cxm/average-hold-time/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">average hold times</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">. </span></span></p></li></ul><img src="//images.ctfassets.net/ukazlt65o6hl/7brCmkEPtyUSi6ckThFzaH/793950ad83567cb5e8cc381861ec8f0e/Automatic_call_distribution_in_Sprinklr_Service.webp" alt="Automatic call distribution via Sprinklr Service" class="css-1da91v9"/><div class="css-1tpr3ls"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">💡 Did you know: CCaaS providers like Sprinklr offer skill-based routing – an advanced routing mechanism that matches cases to agents with the requisite skills to solve the case in the first go. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">The outcome? Each case gets its due attention, and each agent gets to work on conversations in which they excel. Your average handling time and waiting time go down, leading to more first-contact resolutions and CSAT 🌟 </span></span></p><div class=" css-a683xg"><div class="css-u2tit3"><button class="cta css-1a0qhys"><div class="css-eobdd1"><div class="cta css-aqscwe" data-element-id="body-button-GET-A-DEMO-OF-SKILL-BASED-ROUTING" data-element-type="body-button">GET A DEMO OF SKILL BASED ROUTING</div></div></button></div></div><p class="css-1v7ejua"></p></div><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">3. Conversational AI </span></span></strong></p><p class="css-1v7ejua"><a href="/blog/conversational-ai-contact-center/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Conversational AI in contact centers</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> enables natural language interactions between computers and humans, which is essential for automating customer interactions and improving user experiences by using:</span></span></p><p class="css-1v7ejua"><a href="/cxm/what-is-a-chatbot/" class="css-t7wvwb"><strong class="css-1qemmfx"><u><span class="css-14us1xl"><span class="css-vurnku">Chatbot</span></span></u></strong></a><span class="css-14us1xl"><span class="css-vurnku">: Provides automated responses to customer queries, reducing inbound case volume and prioritizing agent focus.</span></span><br/><br/><a href="/cxm/voice-bot/" class="css-t7wvwb"><strong class="css-1qemmfx"><u><span class="css-14us1xl"><span class="css-vurnku">Voice bot</span></span></u></strong></a><span class="css-14us1xl"><span class="css-vurnku">: Engages customers in AI-powered voice-based interactions like Amazon Alexa and Google Assistant. </span></span></p><img src="//images.ctfassets.net/ukazlt65o6hl/7BFEajaKw8b2nny0Sq6FWM/5ed88d96ff17ef6e2248171015b5dbcb/Voicebot_Sprinklr_Service.png" alt="Voicebot in Sprinklr Service" class="css-1da91v9"/><p class="css-1v7ejua"></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">4. Dialers </span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">An outbound contact center proactively initiates communication with customers for purposes like telemarketing, sales, surveys and customer follow-ups, which are essential for building customer relationships, sales growth and feedback collection. </span></span><a href="/cxm/dialer/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Dialers</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> can be of many types, including: </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/cxm/auto-dialer/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Auto dialers</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">: Bulk-dials numbers for efficient outreach. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/cxm/predictive-dialer/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Predictive dialers</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">: Uses smart algorithms to optimize agent dialing rates. </span></span></p></li></ul><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">5. Agent assist </span></span></strong></p><p class="css-1v7ejua"><a href="/cxm/agent-assist/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Agent assist</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> aids human agents by providing real-time suggestions and information during customer interactions to enable speedy resolutions and a good agent experience. Some prevalent AI-powered agent productivity tools include: </span></span></p><img src="//images.ctfassets.net/ukazlt65o6hl/MlRSDC2X0LWFqXCsw0Yy9/c2d85084e98c80e91ba0259d5919df1f/Agent_assist_Sprinklr.webp" alt="Agent Assist in Sprinklr Service" class="css-1da91v9"/><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Quick actions: </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Executes multiple actions with a single click, reducing manual work. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Smart comprehension: </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Understands ticket intent, suggesting relevant resolutions for quicker responses. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Smart responses and Smart compose</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">: Provides one-click editable responses, reducing response time.</span></span></p></li></ul><div class="css-1tpr3ls"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">💡</span></span><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Pro tip:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> Today, there are CCaaS solutions with Generative AI enrichment, like </span></span><a href="/products/platform/ai-plus/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Sprinklr AI+</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">, that boost agent efficiency with automated call summarization and after-call work. These super smart solutions automatically extract key highlights from long case histories, saving time for your agents. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Want to see how GenAI works? Hit us up below ⏬ </span></span></p><div class=" css-a683xg"><div class="css-u2tit3"><a href="https://www.sprinklr.com/products/platform/ai-plus/" target="_blank" rel="noreferrer noopener" class="css-16zgbmm"><button tabindex="-1" class="css-1a0qhys"><div class="css-eobdd1"><div class=" css-aqscwe" data-element-id="body-button-TAKE-A-TOUR" data-element-type="body-button">Take a Tour</div></div></button></a></div></div><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p></div><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">6. Self-serve capabilities</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Self-serve capabilities empower customers to access information and solve queries independently, reducing the workload on support teams. Common self-serve tools offered by CCaaS are: </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/cxm/faq-chatbots/" class="css-t7wvwb"><strong class="css-1qemmfx"><u><span class="css-14us1xl"><span class="css-vurnku">FAQ chatbot</span></span></u></strong></a><span class="css-14us1xl"><span class="css-vurnku">: Resolves common issues in a conversational tone, deployed in chatbots or IVR. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/cxm/knowledge-base/" class="css-t7wvwb"><strong class="css-1qemmfx"><u><span class="css-14us1xl"><span class="css-vurnku">Knowledge base</span></span></u></strong></a><span class="css-14us1xl"><span class="css-vurnku">: Offers extensive help information on complex topics, aiding in agent-assisted resolutions. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><a href="/blog/customer-community/" class="css-t7wvwb"><u><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Customer community</span></span></strong></u></a><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">: </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Allows customers to share experiences, exchange insights and seek advice from peers.</span></span></p></li></ul><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">7. Contact center analytics </span></span></strong></p><p class="css-1v7ejua"><a href="/cxm/contact-center-analytics/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Contact center analytics</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> involves analyzing data from customer interactions to gain insights and improve operational performance. It provides insights into customer behaviour and preferences helping organizations make data-driven decisions to improve operational efficiency. It also helps contact center supervisors identify areas of improvement for their agents leading to better customer experiences. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">In fact with contact center analytics in place, you can reduce your operational costs by 30%. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">How? </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Check the below dashboard and see how it categorizes the case count as per different social media channels. Check out the call center funnel and the call time statistics and the product vs call volume graph, not just these, you will get impeccable clarity on the entire functioning of your contact center if you deploy the right contact center analytics software.</span></span></p><img src="//images.ctfassets.net/ukazlt65o6hl/2kXrATrrgmnaFKb7XceeYj/88e616ea036729f2ba250aafc80ce976/Contact_center_analytics_dashboard_in_Sprinklr.PNG" alt="Contact center analytics dashboard in Sprinklr" class="css-1da91v9"/><div class=" css-a683xg"><div class="css-u2tit3"><a href="https://www.sprinklr.com/products/customer-service/analytics-and-reporting/" target="_blank" rel="noreferrer noopener" class="css-16zgbmm"><button tabindex="-1" class="css-1a0qhys"><div class="css-eobdd1"><div class=" css-aqscwe" data-element-id="body-button-SEE-CONTACT-CENTER-ANALYTICS-IN-ACTION" data-element-type="body-button">See Contact Center Analytics in Action</div></div></button></a></div></div><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku"> 8. Unified reporting </span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Unified </span></span><a href="/cxm/contact-center-reporting/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">contact center reporting</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> presents data and insights in varied views customized for teams, agents and clients, facilitating comprehensive analysis and strategic decision-making. </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">9. Contact center quality management </span></span></strong></p><p class="css-1v7ejua"><a href="/blog/quality-management-in-contact-centers/" class="css-t7wvwb"><span class="css-14us1xl"><span class="css-vurnku">Contact center quality management</span></span></a><span class="css-14us1xl"><span class="css-vurnku"> helps benchmark agent performance against peers and industry standards, enabling supervisors to spot skill gaps and tailor coaching programs</span></span><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">.</span></span></strong></p><img src="//images.ctfassets.net/ukazlt65o6hl/4xdUckPdHRovRuat77I6vq/0cb22a895bf0ee1dcb8e3952a7c77198/Agent_quality_management_Sprinklr_Service.webp" alt="Contact center quality management in Sprinklr Service" class="css-1da91v9"/><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Smart alerts and early warning systems: </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Notifies agents/supervisors of abnormal patterns or potential crises, leveraging AI and NLP, enabling quick risk mitigation. </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">10. Miscellaneous features </span></span></strong></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Integration capabilities: </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Seamlessly connects with diverse tools, streamlining workflows for enhanced efficiency and collaboration. </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Compliance and security: </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Adheres to regulations, safeguarding customer data with robust security measures for trust. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">As businesses embrace CCaaS, these features are pivotal in optimizing customer support processes, ensuring a seamless experience for both customers and agents. </span></span></p><h2 id="toc-5" class="css-bw5uqt"><span class="css-14us1xl"><span class="css-vurnku">Tips for choosing the right CCaaS provider</span></span></h2><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Contact Center as a Service (CCaaS) provider is a pivotal decision for businesses aiming to deliver exceptional customer experiences. Below are five common points brands need to consider during the vendor selection process.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">👥Don’t neglect scalability for current needs</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Focusing solely on current operational requirements without considering future scalability needs is a recipe for CCaaS disaster.</span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Impact</span></span></strong></i><i><span class="css-14us1xl"><span class="css-vurnku">: </span></span></i><span class="css-14us1xl"><span class="css-vurnku">Inadequate scalability planning may lead to system limitations as the business grows, resulting in the need for a costly and disruptive system overhaul.</span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Tip:</span></span></strong></i><span class="css-14us1xl"><span class="css-vurnku"> Look for real-world examples of businesses like yours that have successfully scaled their operations using the chosen CCaaS platform.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">📲Focus on integration capabilities</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Overlooking the importance of seamless integration with existing systems and applications will have far-reaching implications.</span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Impact</span></span></strong></i><i><span class="css-14us1xl"><span class="css-vurnku">:</span></span></i><span class="css-14us1xl"><span class="css-vurnku"> Poor integration can hinder data flow and create silos, reducing operational efficiency and limiting the organization's ability to leverage its full tech stack.</span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Tip:</span></span></strong></i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku"> </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Conduct real-world simulations and integration testing to verify that the CCaaS solution seamlessly works with your existing technology stack.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">🔎Scrutinize vendor reputation and support</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Thoroughly assess a vendor's reputation, customer reviews and support capabilities to get the best bang for your buck. </span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Impact</span></span></strong></i><i><span class="css-14us1xl"><span class="css-vurnku">:</span></span></i><span class="css-14us1xl"><span class="css-vurnku"> Choosing a vendor with a poor track record may result in inadequate support, delays in issue resolution, and a negative impact on overall customer satisfaction.</span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Tip:</span></span></strong></i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku"> </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">When selecting a CCaaS vendor, scrutinize their reputation through customer reviews on G2, Capterra and Trust Radius.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">📫Look into data security measures</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">For CCaaS, robust data security measures, especially when dealing with sensitive customer information, is mission critical to building customer trust and industry reputation.</span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Impact</span></span></strong></i><i><span class="css-14us1xl"><span class="css-vurnku">:</span></span></i><span class="css-14us1xl"><span class="css-vurnku"> Insufficient security measures can expose the organization to data breaches, leading to reputational damage, legal consequences, and loss of customer trust.</span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Tip:</span></span></strong></i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku"> </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Request detailed information on the security protocols, encryption standards, and regulatory compliance to which the CCaaS platform adheres. Actively verify the authenticity of certifications to ensure robust data security.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">💲Factor total cost of ownership (TCO)</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Focusing solely on upfront costs and disregarding the long-term Total Cost of Ownership will eat into your profit margins.</span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Impact</span></span></strong></i><i><span class="css-14us1xl"><span class="css-vurnku">:</span></span></i><span class="css-14us1xl"><span class="css-vurnku"> A solution that appears cost-effective initially may incur hidden expenses over time, such as maintenance, upgrades, and additional features, impacting the overall budget and ROI. </span></span></p><p class="css-1v7ejua"><i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Tip:</span></span></strong></i><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku"> </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">Actively engage with vendors to obtain a detailed breakdown of the total cost of ownership (TCO). Ensure pricing models include all relevant expenses, such as maintenance, upgrades and potential add-on features. </span></span></p><style data-emotion="css 1yf88ky">.css-1yf88ky{max-width:1520px;margin:0 auto;padding-top:0;padding-bottom:0;padding-left:22px;padding-right:22px;}@media screen and (min-width: 40em){.css-1yf88ky{padding-left:80px;padding-right:80px;padding-top:0;padding-bottom:0;}}</style><style data-emotion="css 1r5uq11">.css-1r5uq11{box-sizing:border-box;margin:0;min-width:0;max-width:1520px;margin:0 auto;padding-top:0;padding-bottom:0;padding-left:22px;padding-right:22px;}@media screen and (min-width: 40em){.css-1r5uq11{padding-left:80px;padding-right:80px;padding-top:0;padding-bottom:0;}}</style><div class=" css-1r5uq11"><style data-emotion="css kmq3ue">.css-kmq3ue{box-sizing:border-box;margin:0;min-width:0;border-radius:0px;box-shadow:0px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;overflow:hidden;}@media screen and (min-width: 1250px){.css-kmq3ue{-webkit-flex-direction:row;-ms-flex-direction:row;flex-direction:row;}}.css-kmq3ue h5{margin-top:0;}</style><div class="css-kmq3ue"><style data-emotion="css kk1bxt">.css-kk1bxt{box-sizing:border-box;margin:0;min-width:0;width:100%;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}@media screen and (min-width: 1250px){.css-kk1bxt{width:calc(100% * .35);}}</style><div class="css-kk1bxt"><style data-emotion="css cbhm2i">.css-cbhm2i{box-sizing:border-box;margin:0;min-width:0;width:100%;height:100%;aspect-ratio:16/9;}@media screen and (min-width: 1250px){.css-cbhm2i{aspect-ratio:auto;}}</style><div class="css-cbhm2i"><img src="//images.ctfassets.net/ukazlt65o6hl/1WNLnkiRYocgRWAkQLBwtb/7f1f27ae63b39f8e00186d51df9cf7f3/Forrester_image.webp" style="height:100%;width:100%;object-fit:cover"/></div></div><style data-emotion="css xzyav3">.css-xzyav3{box-sizing:border-box;margin:0;min-width:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;text-align:left;width:100%;padding-left:26px;padding-right:26px;padding-top:36px;padding-bottom:36px;}@media screen and (min-width: 1250px){.css-xzyav3{width:calc(100% * .65);padding-left:30px;padding-right:30px;padding-top:30px;padding-bottom:30px;}}</style><div class="css-xzyav3"><div data-themeui-nested-provider="true" class="css-o89ftt"><style data-emotion="css t07vqv">.css-t07vqv{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.4;font-weight:700;font-size:18px;padding:0;margin:0;margin-bottom:16px;margin-top:20px;}@media screen and (min-width: 40em){.css-t07vqv{margin-top:30px;}}@media screen and (min-width: 64em){.css-t07vqv{font-size:24px;}}</style><p class="css-t07vqv">Forrester report names Sprinklr among stand-alone CCaaS solutions with an industry focus on high-tech, financial and consumer products.</p></div><div class="css-u2tit3"><a href="https://www.sprinklr.com/forrester-ccaas-launch-report/" target="_blank" rel="noreferrer noopener" class="css-16zgbmm"><button tabindex="-1" class="css-1a0qhys"><div class="css-eobdd1"><div class=" css-aqscwe" data-element-id="body-button-DOWNLOAD-THE-REPORT" data-element-type="body-button">DOWNLOAD THE REPORT</div></div></button></a></div></div></div></div><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Are you on the quest for the perfect Contact Center as a Service (CCaaS) provider? </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Look no further!</span></span></p><p class="css-1v7ejua"><a href="/products/customer-service/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Sprinklr Service</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> has a plethora of features and is the right CCaaS provider because it is transparent with cost of ownership, data security, integration capabilities, scalability, and has a great vendor reputation. These aren’t just mere words, and you can see it for yourself by taking a demo of Sprinklr Service today. </span></span></p><div class=" css-a683xg"><div class="css-u2tit3"><a href="https://www.sprinklr.com/demo-care/" target="_blank" rel="noreferrer noopener" class="css-16zgbmm"><button tabindex="-1" class="css-1a0qhys"><div class="css-eobdd1"><div class=" css-aqscwe" data-element-id="body-button-GET-A-CCAAS-DEMO" data-element-type="body-button">Get a CCaaS Demo</div></div></button></a></div></div><p class="css-1v7ejua"></p><style data-emotion="css 1b5i6x5">.css-1b5i6x5{box-sizing:border-box;margin:0;min-width:0;color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.3;font-weight:700;font-size:24px;margin-top:30px;}@media screen and (min-width: 40em){.css-1b5i6x5{font-size:30px;margin-top:50px;}}</style><p class="css-1b5i6x5">Frequently Asked Questions</p><style data-emotion="css 182xuli">.css-182xuli{max-width:100%;margin:0 auto;padding-top:40px;padding-bottom:40px;padding-left:0;padding-right:0;}@media screen and (min-width: 40em){.css-182xuli{padding-top:40px;padding-bottom:40px;}}</style><style data-emotion="css 1kh9j71">.css-1kh9j71{box-sizing:border-box;margin:0;min-width:0;max-width:100%;margin:0 auto;padding-top:40px;padding-bottom:40px;padding-left:0;padding-right:0;}@media screen and (min-width: 40em){.css-1kh9j71{padding-top:40px;padding-bottom:40px;}}</style><div class=" css-1kh9j71"><style data-emotion="css 14j251">.css-14j251{box-sizing:border-box;margin:0;min-width:0;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;border-bottom:1px solid #e5e5e5;padding-bottom:24px;padding-top:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;}.css-14j251 .accordion-item-title-container{background:none;color:inherit;border:none;padding:0;font:inherit;cursor:pointer;outline:inherit;box-sizing:border-box;line-height:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;position:relative;-webkit-flex-direction:row-reverse;-ms-flex-direction:row-reverse;flex-direction:row-reverse;-webkit-box-pack:end;-ms-flex-pack:end;-webkit-justify-content:flex-end;justify-content:flex-end;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}.css-14j251 .accordion-item-title-container:focus-visible{outline:2px solid #000000;}.css-14j251 .accordion-item-title-container:hover svg path{-webkit-transition:fill .2s;transition:fill .2s;fill:var(--theme-ui-colors-primary);}.css-14j251 .accordion-item-title-container:not(:hover) svg path{-webkit-transition:fill .2s;transition:fill .2s;}.css-14j251 .accordion-item-title-container .accordion-item-title{font-size:18px;font-weight:700;margin-left:40px;text-align:left;}@media screen and (min-width: 40em){.css-14j251 .accordion-item-title-container .accordion-item-title{font-size:20px;}}.css-14j251 .accordion-item-title-container .accordion-icon-container{position:absolute;top:5px;}.css-14j251 .accordion-item-content-container{max-height:0;opacity:0;overflow:hidden;-webkit-transition:max-height 0.2s linear,opacity .2s linear;transition:max-height 0.2s linear,opacity .2s linear;margin-left:40px;}.css-14j251 .accordion-item-content{padding-left:0;padding-right:0;padding-top:8px;padding-bottom:8px;}@media screen and (min-width: 40em){.css-14j251 .accordion-item-content{padding-top:16px;padding-bottom:16px;}}</style><div class="css-14j251"><button class="accordion-item-title-container" aria-expanded="false"><div class="accordion-item-title css-vurnku">What security measures are in place for CCaaS?</div><style data-emotion="css i2ilph">.css-i2ilph{box-sizing:border-box;margin:0;min-width:0;width:18px;height:18px;}</style><div class="accordion-icon-container css-i2ilph"><svg width="18" height="18" viewBox="0 0 18 18" fill="none"><path d="M9 0.296875C4.18359 0.296875 0.28125 4.19922 0.28125 9.01562C0.28125 13.832 4.18359 17.7344 9 17.7344C13.8164 17.7344 17.7188 13.832 17.7188 9.01562C17.7188 4.19922 13.8164 0.296875 9 0.296875ZM14.0625 10C14.0625 10.232 13.8727 10.4219 13.6406 10.4219H10.4062V13.6562C10.4062 13.8883 10.2164 14.0781 9.98438 14.0781H8.01562C7.78359 14.0781 7.59375 13.8883 7.59375 13.6562V10.4219H4.35938C4.12734 10.4219 3.9375 10.232 3.9375 10V8.03125C3.9375 7.79922 4.12734 7.60938 4.35938 7.60938H7.59375V4.375C7.59375 4.14297 7.78359 3.95312 8.01562 3.95312H9.98438C10.2164 3.95312 10.4062 4.14297 10.4062 4.375V7.60938H13.6406C13.8727 7.60938 14.0625 7.79922 14.0625 8.03125V10Z" fill="black"></path></svg></div></button><div aria-hidden="true" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><style data-emotion="css 13wlcwi">.css-13wlcwi{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;font-weight:400;line-height:1.6;padding:0;margin:0;margin-bottom:24px;font-size:16px;}@media screen and (min-width: 40em){.css-13wlcwi{margin-bottom:30px;}}</style><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">CCaaS employs encryption, access controls and regular security audits to safeguard data. Advanced authentication and monitoring systems ensure a secure and reliable contact center environment. </span></span></p></div></div></div></div></div><style data-emotion="css bv9gu5">.css-bv9gu5{box-sizing:border-box;margin:0;min-width:0;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;border-bottom:1px solid #e5e5e5;padding-bottom:24px;padding-top:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;}.css-bv9gu5 .accordion-item-title-container{background:none;color:inherit;border:none;padding:0;font:inherit;cursor:pointer;outline:inherit;box-sizing:border-box;line-height:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;position:relative;-webkit-flex-direction:row-reverse;-ms-flex-direction:row-reverse;flex-direction:row-reverse;-webkit-box-pack:end;-ms-flex-pack:end;-webkit-justify-content:flex-end;justify-content:flex-end;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}.css-bv9gu5 .accordion-item-title-container:focus-visible{outline:2px solid #000000;}.css-bv9gu5 .accordion-item-title-container:hover svg path{-webkit-transition:fill .2s;transition:fill .2s;fill:var(--theme-ui-colors-primary);}.css-bv9gu5 .accordion-item-title-container:not(:hover) svg path{-webkit-transition:fill .2s;transition:fill .2s;}.css-bv9gu5 .accordion-item-title-container .accordion-item-title{font-size:18px;font-weight:700;margin-left:40px;text-align:left;}@media screen and (min-width: 40em){.css-bv9gu5 .accordion-item-title-container .accordion-item-title{font-size:20px;}}.css-bv9gu5 .accordion-item-title-container .accordion-icon-container{position:absolute;top:5px;}.css-bv9gu5 .accordion-item-content-container{max-height:0;opacity:0;overflow:hidden;-webkit-transition:max-height 0.2s linear,opacity .2s linear;transition:max-height 0.2s linear,opacity .2s linear;margin-left:40px;}.css-bv9gu5 .accordion-item-content{padding-left:0;padding-right:0;padding-top:8px;padding-bottom:8px;}@media screen and (min-width: 40em){.css-bv9gu5 .accordion-item-content{padding-top:16px;padding-bottom:16px;}}</style><div class="css-bv9gu5"><button class="accordion-item-title-container" aria-expanded="false"><div class="accordion-item-title css-vurnku">What are the future trends in CCaaS?</div><div class="accordion-icon-container css-i2ilph"><svg width="18" height="18" viewBox="0 0 18 18" fill="none"><path d="M9 0.296875C4.18359 0.296875 0.28125 4.19922 0.28125 9.01562C0.28125 13.832 4.18359 17.7344 9 17.7344C13.8164 17.7344 17.7188 13.832 17.7188 9.01562C17.7188 4.19922 13.8164 0.296875 9 0.296875ZM14.0625 10C14.0625 10.232 13.8727 10.4219 13.6406 10.4219H10.4062V13.6562C10.4062 13.8883 10.2164 14.0781 9.98438 14.0781H8.01562C7.78359 14.0781 7.59375 13.8883 7.59375 13.6562V10.4219H4.35938C4.12734 10.4219 3.9375 10.232 3.9375 10V8.03125C3.9375 7.79922 4.12734 7.60938 4.35938 7.60938H7.59375V4.375C7.59375 4.14297 7.78359 3.95312 8.01562 3.95312H9.98438C10.2164 3.95312 10.4062 4.14297 10.4062 4.375V7.60938H13.6406C13.8727 7.60938 14.0625 7.79922 14.0625 8.03125V10Z" fill="black"></path></svg></div></button><div aria-hidden="true" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">CCaaS future trends include: </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">AI-driven automation </span></span></p></li><li class="css-15wjw7m"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">Omnichannel integration </span></span></p></li><li class="css-15wjw7m"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">Enhanced analytics for customer insights </span></span></p></li><li class="css-15wjw7m"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">Seamless remote capabilities </span></span></p></li></ul><p class="css-13wlcwi"></p></div></div></div></div></div><div class="css-bv9gu5"><button class="accordion-item-title-container" aria-expanded="false"><div class="accordion-item-title css-vurnku">How can businesses measure the ROI of CCaaS?</div><div class="accordion-icon-container css-i2ilph"><svg width="18" height="18" viewBox="0 0 18 18" fill="none"><path d="M9 0.296875C4.18359 0.296875 0.28125 4.19922 0.28125 9.01562C0.28125 13.832 4.18359 17.7344 9 17.7344C13.8164 17.7344 17.7188 13.832 17.7188 9.01562C17.7188 4.19922 13.8164 0.296875 9 0.296875ZM14.0625 10C14.0625 10.232 13.8727 10.4219 13.6406 10.4219H10.4062V13.6562C10.4062 13.8883 10.2164 14.0781 9.98438 14.0781H8.01562C7.78359 14.0781 7.59375 13.8883 7.59375 13.6562V10.4219H4.35938C4.12734 10.4219 3.9375 10.232 3.9375 10V8.03125C3.9375 7.79922 4.12734 7.60938 4.35938 7.60938H7.59375V4.375C7.59375 4.14297 7.78359 3.95312 8.01562 3.95312H9.98438C10.2164 3.95312 10.4062 4.14297 10.4062 4.375V7.60938H13.6406C13.8727 7.60938 14.0625 7.79922 14.0625 8.03125V10Z" fill="black"></path></svg></div></button><div aria-hidden="true" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">Businesses can measure CCaaS ROI by assessing cost savings, improved customer satisfaction, increased </span></span><a href="/blog/contact-center-agent-productivity/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">contact center agent productivity</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> and enhanced scalability in contact center operations. </span></span></p><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">Businesses can measure the ROI of CCaaS by leveraging a set of key contact center metrics that provide insights into overall performance and individual agent effectiveness. Here are some essential metrics to consider: </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">First Contact Resolution (FCR) </span></span></p></li><li class="css-15wjw7m"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">Average Handling Time (AHT) </span></span></p></li><li class="css-15wjw7m"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">Customer Satisfaction (CSAT)</span></span></p></li></ul><p class="css-13wlcwi"></p></div></div></div></div></div><div class="css-bv9gu5"><button class="accordion-item-title-container" aria-expanded="false"><div class="accordion-item-title css-vurnku">How does CCaaS facilitate remote work?</div><div class="accordion-icon-container css-i2ilph"><svg width="18" height="18" viewBox="0 0 18 18" fill="none"><path d="M9 0.296875C4.18359 0.296875 0.28125 4.19922 0.28125 9.01562C0.28125 13.832 4.18359 17.7344 9 17.7344C13.8164 17.7344 17.7188 13.832 17.7188 9.01562C17.7188 4.19922 13.8164 0.296875 9 0.296875ZM14.0625 10C14.0625 10.232 13.8727 10.4219 13.6406 10.4219H10.4062V13.6562C10.4062 13.8883 10.2164 14.0781 9.98438 14.0781H8.01562C7.78359 14.0781 7.59375 13.8883 7.59375 13.6562V10.4219H4.35938C4.12734 10.4219 3.9375 10.232 3.9375 10V8.03125C3.9375 7.79922 4.12734 7.60938 4.35938 7.60938H7.59375V4.375C7.59375 4.14297 7.78359 3.95312 8.01562 3.95312H9.98438C10.2164 3.95312 10.4062 4.14297 10.4062 4.375V7.60938H13.6406C13.8727 7.60938 14.0625 7.79922 14.0625 8.03125V10Z" fill="black"></path></svg></div></button><div aria-hidden="true" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">CCaaS supports remote work through cloud-based infrastructure, enabling agents to access systems from anywhere. This fosters flexibility, scalability and business continuity in virtual contact center environments.</span></span></p></div></div></div></div></div><style data-emotion="css psaf79">.css-psaf79{box-sizing:border-box;margin:0;min-width:0;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;border-bottom:none;padding-bottom:0;padding-top:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;}.css-psaf79 .accordion-item-title-container{background:none;color:inherit;border:none;padding:0;font:inherit;cursor:pointer;outline:inherit;box-sizing:border-box;line-height:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;position:relative;-webkit-flex-direction:row-reverse;-ms-flex-direction:row-reverse;flex-direction:row-reverse;-webkit-box-pack:end;-ms-flex-pack:end;-webkit-justify-content:flex-end;justify-content:flex-end;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}.css-psaf79 .accordion-item-title-container:focus-visible{outline:2px solid #000000;}.css-psaf79 .accordion-item-title-container:hover svg path{-webkit-transition:fill .2s;transition:fill .2s;fill:var(--theme-ui-colors-primary);}.css-psaf79 .accordion-item-title-container:not(:hover) svg path{-webkit-transition:fill .2s;transition:fill .2s;}.css-psaf79 .accordion-item-title-container .accordion-item-title{font-size:18px;font-weight:700;margin-left:40px;text-align:left;}@media screen and (min-width: 40em){.css-psaf79 .accordion-item-title-container .accordion-item-title{font-size:20px;}}.css-psaf79 .accordion-item-title-container .accordion-icon-container{position:absolute;top:5px;}.css-psaf79 .accordion-item-content-container{max-height:0;opacity:0;overflow:hidden;-webkit-transition:max-height 0.2s linear,opacity .2s linear;transition:max-height 0.2s linear,opacity .2s linear;margin-left:40px;}.css-psaf79 .accordion-item-content{padding-left:0;padding-right:0;padding-top:8px;padding-bottom:8px;}@media screen and (min-width: 40em){.css-psaf79 .accordion-item-content{padding-top:16px;padding-bottom:16px;}}</style><div class="css-psaf79"><button class="accordion-item-title-container" aria-expanded="false"><div class="accordion-item-title css-vurnku">What is the CCaaS market trend?</div><div class="accordion-icon-container css-i2ilph"><svg width="18" height="18" viewBox="0 0 18 18" fill="none"><path d="M9 0.296875C4.18359 0.296875 0.28125 4.19922 0.28125 9.01562C0.28125 13.832 4.18359 17.7344 9 17.7344C13.8164 17.7344 17.7188 13.832 17.7188 9.01562C17.7188 4.19922 13.8164 0.296875 9 0.296875ZM14.0625 10C14.0625 10.232 13.8727 10.4219 13.6406 10.4219H10.4062V13.6562C10.4062 13.8883 10.2164 14.0781 9.98438 14.0781H8.01562C7.78359 14.0781 7.59375 13.8883 7.59375 13.6562V10.4219H4.35938C4.12734 10.4219 3.9375 10.232 3.9375 10V8.03125C3.9375 7.79922 4.12734 7.60938 4.35938 7.60938H7.59375V4.375C7.59375 4.14297 7.78359 3.95312 8.01562 3.95312H9.98438C10.2164 3.95312 10.4062 4.14297 10.4062 4.375V7.60938H13.6406C13.8727 7.60938 14.0625 7.79922 14.0625 8.03125V10Z" fill="black"></path></svg></div></button><div aria-hidden="true" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">CCaaS market trend involves rapid growth driven by demand for flexible, scalable and feature-rich solutions. Integration of AI, analytics and omnichannel capabilities remains pivotal for advancements.</span></span></p></div></div></div></div></div></div><p class="css-1v7ejua"></p></div></div></div></div><style data-emotion="css rjvkoz">@media screen and (min-width: 64em){.css-rjvkoz{min-width:200px;}}</style><style data-emotion="css 1jojecn">.css-1jojecn{box-sizing:border-box;margin:0;min-width:0;}@media screen and (min-width: 64em){.css-1jojecn{min-width:200px;}}</style><div class="scn-post-page-sticky-column css-1jojecn"><style data-emotion="css 1ugryg9">.css-1ugryg9{box-sizing:border-box;margin:0;min-width:0;position:-webkit-sticky;position:sticky;top:150px;}</style><div class="css-1ugryg9"><style data-emotion="css 1reqbl1">.css-1reqbl1{grid-template-columns:1fr;grid-column-gap:64px;grid-row-gap:48px;padding-top:40px;padding-bottom:40px;position:relative;}@media screen and (min-width: 40em){.css-1reqbl1{grid-template-columns:1fr;padding-top:50px;padding-bottom:50px;}}@media screen and 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64em){.css-1vgvajx{line-height:28px;}}</style><style data-emotion="css 1gzxdjt">.css-1gzxdjt{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.4;font-weight:700;font-size:18px;padding:0;margin:0;margin-bottom:16px;line-height:25px;}@media screen and (min-width: 40em){.css-1gzxdjt{font-size:20px;}}@media screen and (min-width: 40em){.css-1gzxdjt{line-height:28px;}}@media screen and (min-width: 52em){.css-1gzxdjt{line-height:28px;}}@media screen and (min-width: 64em){.css-1gzxdjt{line-height:28px;}}</style><p class="css-1gzxdjt"><style data-emotion="css cdcnig">.css-cdcnig{color:var(--theme-ui-colors-text);border:none;}.css-cdcnig:hover{-webkit-text-decoration:none;text-decoration:none;color:var(--theme-ui-colors-primary);}</style><style data-emotion="css 1gre8gk">.css-1gre8gk{position:relative;font-weight:700;color:var(--theme-ui-colors-primary);font-size:inherit;cursor:pointer;padding-top:6px;padding-bottom:4px;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:.2s border-bottom-color;transition:.2s border-bottom-color;border-bottom:2px solid transparent;color:var(--theme-ui-colors-text);border:none;}.css-1gre8gk:hover{color:var(--theme-ui-colors-secondary);-webkit-transition:.2s border-bottom-color;transition:.2s border-bottom-color;border-bottom-color:var(--theme-ui-colors-secondary);}.css-1gre8gk:hover svg path{fill:var(--theme-ui-colors-secondary);}.css-1gre8gk svg path{fill:var(--theme-ui-colors-primary);}.css-1gre8gk:hover{-webkit-text-decoration:none;text-decoration:none;color:var(--theme-ui-colors-primary);}</style><a href="/blog/customer-service-strategy/" data-hydration="false" class="css-1gre8gk">How to Create a Customer Service Strategy for 2025</a></p></div><style data-emotion="css 1826rvv">.css-1826rvv{overflow:hidden;text-overflow:ellipsis;display:-webkit-box;-webkit-line-clamp:3;-webkit-box-orient:vertical;}</style><style data-emotion="css x58lzi">.css-x58lzi{box-sizing:border-box;margin:0;min-width:0;overflow:hidden;text-overflow:ellipsis;display:-webkit-box;-webkit-line-clamp:3;-webkit-box-orient:vertical;}</style><div class="css-x58lzi"><style data-emotion="css mzftj5">.css-mzftj5{color:#646470;font-size:14px;line-height:20px;margin-bottom:16px;}@media screen and (min-width: 40em){.css-mzftj5{font-size:16px;line-height:26px;margin-bottom:20px;}}@media screen and (min-width: 52em){.css-mzftj5{font-size:16px;line-height:26px;}}@media screen and (min-width: 64em){.css-mzftj5{font-size:16px;line-height:26px;}}</style><style data-emotion="css 1wrzx82">.css-1wrzx82{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;font-weight:400;line-height:1.6;padding:0;margin:0;margin-bottom:16px;font-size:16px;color:#646470;font-size:14px;line-height:20px;margin-bottom:16px;}@media screen and (min-width: 40em){.css-1wrzx82{font-size:18px;}}@media screen and (min-width: 52em){.css-1wrzx82{font-size:20px;}}@media screen and (min-width: 64em){.css-1wrzx82{font-size:20px;}}@media screen and (min-width: 40em){.css-1wrzx82{font-size:16px;line-height:26px;margin-bottom:20px;}}@media screen and (min-width: 52em){.css-1wrzx82{font-size:16px;line-height:26px;}}@media screen and (min-width: 64em){.css-1wrzx82{font-size:16px;line-height:26px;}}</style><p class="css-1wrzx82">Building a customer service strategy is how you win hearts in the market. Here’s your detailed guide on how to create a client service strategy in 2024.</p></div><style data-emotion="css t7uv1d">.css-t7uv1d{margin-top:auto;}</style><style data-emotion="css x9wzbt">.css-x9wzbt{box-sizing:border-box;margin:0;min-width:0;margin-top:auto;}</style><div class="css-x9wzbt"><style data-emotion="css 1dkadsy">.css-1dkadsy{font-size:14px;font-weight:400;margin-bottom:6px;margin-top:4px;}@media screen and (min-width: 40em){.css-1dkadsy{font-size:16px;}}</style><p class="css-1dkadsy"><a href="/blog/author/aksheeta-tyagi/" data-hydration="false" class="css-1gre8gk"><style data-emotion="css 7f3d9a">.css-7f3d9a{font-weight:600;}</style><span class="css-7f3d9a">Aksheeta Tyagi</span></a><span></span><br/>February 6, 2025<span aria-hidden="true"> • </span>10 min read</p></div></div></div></div><div class="css-m6kext"><div class="css-147oogm"><a href="/blog/live-chat-software/" data-hydration="false" class="css-1iweejv"><div class="css-1dxkxf8"><div data-gatsby-image-wrapper="" 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alt=""/><picture><source type="image/webp" data-srcset="https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=750&h=500&q=70&fm=webp 750w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1080&h=720&q=70&fm=webp 1080w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1366&h=911&q=70&fm=webp 1366w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1920&h=1280&q=70&fm=webp 1920w" sizes="100vw"/><img data-gatsby-image-ssr="" data-main-image="" style="opacity:0" sizes="100vw" decoding="async" loading="lazy" data-src="https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=750&h=500&fl=progressive&q=70&fm=jpg" data-srcset="https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=750&h=500&fl=progressive&q=70&fm=jpg 750w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1080&h=720&fl=progressive&q=70&fm=jpg 1080w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1366&h=911&fl=progressive&q=70&fm=jpg 1366w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1920&h=1280&fl=progressive&q=70&fm=jpg 1920w" alt="The 11 Best Live Chat Tools for Customer Service in 2025"/></picture><noscript><picture><source type="image/webp" srcSet="https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=750&h=500&q=70&fm=webp 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750w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1080&h=720&fl=progressive&q=70&fm=jpg 1080w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1366&h=911&fl=progressive&q=70&fm=jpg 1366w,https://images.ctfassets.net/ukazlt65o6hl/3NRgCaidEcBDhZddnhCXXb/1110943c4b0f7cfb40c1515847362802/Feature_image.jpeg?w=1920&h=1280&fl=progressive&q=70&fm=jpg 1920w" alt="The 11 Best Live Chat Tools for Customer Service in 2025"/></picture></noscript><script type="module">const t="undefined"!=typeof HTMLImageElement&&"loading"in HTMLImageElement.prototype;if(t){const t=document.querySelectorAll("img[data-main-image]");for(let e of t){e.dataset.src&&(e.setAttribute("src",e.dataset.src),e.removeAttribute("data-src")),e.dataset.srcset&&(e.setAttribute("srcset",e.dataset.srcset),e.removeAttribute("data-srcset"));const t=e.parentNode.querySelectorAll("source[data-srcset]");for(let e of t)e.setAttribute("srcset",e.dataset.srcset),e.removeAttribute("data-srcset");e.complete&&(e.style.opacity=1,e.parentNode.parentNode.querySelector("[data-placeholder-image]").style.opacity=0)}}</script></div></div></a><div class="css-1wczyde"><a href="/blog/category/customer-service/" data-hydration="false" class="css-2oza9p"><span class="css-5zx8pm">Customer Service</span></a><div class="css-1fwsh6q"><p class="css-1gzxdjt"><a href="/blog/live-chat-software/" data-hydration="false" class="css-1gre8gk">The 11 Best Live Chat Tools for Customer Service in 2025</a></p></div><div class="css-x58lzi"><p class="css-1wrzx82">Compare 11 leading live chat platforms of 2025. Find key features, pricing information and customer ratings in one place.</p></div><div class="css-x9wzbt"><p class="css-1dkadsy"><a href="/blog/author/issac-thomas/" data-hydration="false" class="css-1gre8gk"><span class="css-7f3d9a">Issac Thomas</span></a><span></span><br/>January 24, 2025<span aria-hidden="true"> • </span>27 min read</p></div></div></div></div><div class="css-m6kext"><div class="css-147oogm"><a href="/blog/live-chat-best-practices/" data-hydration="false" class="css-1iweejv"><div class="css-1dxkxf8"><div data-gatsby-image-wrapper="" class="gatsby-image-wrapper css-17i3u8z"><div aria-hidden="true" style="padding-top:42.37873912525325%"></div><img aria-hidden="true" data-placeholder-image="" style="opacity:1;transition:opacity 500ms linear" decoding="async" src="data:image/jpeg;base64,/9j/4AAQSkZJRgABAQAAAQABAAD/2wBDAAoHBwgHBgoICAgLCgoLDhgQDg0NDh0VFhEYIx8lJCIfIiEmKzcvJik0KSEiMEExNDk7Pj4+JS5ESUM8SDc9Pjv/2wBDAQoLCw4NDhwQEBw7KCIoOzs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozv/wAARCAAIABQDASIAAhEBAxEB/8QAFwABAAMAAAAAAAAAAAAAAAAAAAMFBv/EAB8QAAICAwACAwAAAAAAAAAAAAECAAMEBREGEiEkQf/EABUBAQEAAAAAAAAAAAAAAAAAAAAD/8QAGBEBAQADAAAAAAAAAAAAAAAAAAECEkH/2gAMAwEAAhEDEQA/AIvJNTttr5h9ZL8mjDUJY7P0r7DvOj8m+0+9tx8PGxMqu1bBWBZbeCOREaxTO8XosFqh0YMrDoIPwYiITf/Z" alt=""/><picture><source type="image/webp" data-srcset="https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=750&h=318&q=70&fm=webp 750w,https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=1080&h=458&q=70&fm=webp 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750w,https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=1080&h=458&fl=progressive&q=70&fm=jpg 1080w,https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=1366&h=579&fl=progressive&q=70&fm=jpg 1366w,https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=1920&h=814&fl=progressive&q=70&fm=jpg 1920w" alt="Top 11 Live Chat Best Practices for 2025 (& What to Avoid)"/></picture><noscript><picture><source type="image/webp" srcSet="https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=750&h=318&q=70&fm=webp 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srcSet="https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=750&h=318&fl=progressive&q=70&fm=jpg 750w,https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=1080&h=458&fl=progressive&q=70&fm=jpg 1080w,https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=1366&h=579&fl=progressive&q=70&fm=jpg 1366w,https://images.ctfassets.net/ukazlt65o6hl/7plV4CC9OkXN0hVuX2OhFk/c91c83cc94806bb75260be997d069532/Featured_image_of_live_chat_best_practices.jpeg?w=1920&h=814&fl=progressive&q=70&fm=jpg 1920w" alt="Top 11 Live Chat Best Practices for 2025 (& What to Avoid)"/></picture></noscript><script type="module">const t="undefined"!=typeof HTMLImageElement&&"loading"in HTMLImageElement.prototype;if(t){const t=document.querySelectorAll("img[data-main-image]");for(let e of t){e.dataset.src&&(e.setAttribute("src",e.dataset.src),e.removeAttribute("data-src")),e.dataset.srcset&&(e.setAttribute("srcset",e.dataset.srcset),e.removeAttribute("data-srcset"));const t=e.parentNode.querySelectorAll("source[data-srcset]");for(let e of t)e.setAttribute("srcset",e.dataset.srcset),e.removeAttribute("data-srcset");e.complete&&(e.style.opacity=1,e.parentNode.parentNode.querySelector("[data-placeholder-image]").style.opacity=0)}}</script></div></div></a><div class="css-1wczyde"><a href="/blog/category/customer-service/" data-hydration="false" class="css-2oza9p"><span class="css-5zx8pm">Customer Service</span></a><div class="css-1fwsh6q"><p class="css-1gzxdjt"><a href="/blog/live-chat-best-practices/" data-hydration="false" class="css-1gre8gk">Top 11 Live Chat Best Practices for 2025 (& What to Avoid)</a></p></div><div class="css-x58lzi"><p class="css-1wrzx82">Live chat best practices are important to have impactful conversations with customers and earn their loyalty. Here are 10 actionable practices with examples.</p></div><div class="css-x9wzbt"><p class="css-1dkadsy"><a href="/blog/author/aashika-suresh/" data-hydration="false" class="css-1gre8gk"><span class="css-7f3d9a">Aashika Suresh</span></a><span></span><br/>January 24, 2025<span aria-hidden="true"> • </span>11 min read</p></div></div></div></div></div></div></div></main></div><div class="website-component pt-20 tablet-sm:pt-[120px] desktop-sm:pt-40 desktop-lg:pt-[200px]"><div class="relative z-10 h-[1px] translate-y-[1px]"><div class="w-full absolute top-0 -z-10 [--curve-height:var(--mobile-curve-height)] tablet-sm:[--curve-height:var(--tablet-small-curve-height)] desktop-sm:[--curve-height:var(--desktop-small-curve-height)] desktop-lg:[--curve-height:var(--desktop-large-curve-height)] pointer-events-none" style="--width:0;--mobile-curve-height:15;--tablet-small-curve-height:91;--desktop-small-curve-height:156;--desktop-large-curve-height:204;height:calc(100% + var(--curve-height) * 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height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="" hidden="" role="region" aria-labelledby="" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="" aria-expanded="false" data-state="closed" data-orientation="vertical" id="" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/body-1-bold">Company</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="" hidden="" role="region" aria-labelledby="" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="" aria-expanded="false" data-state="closed" data-orientation="vertical" id="" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/body-1-bold">Resources</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="" hidden="" role="region" aria-labelledby="" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div></div></div><div class="hidden desktop-sm:flex desktop-sm:justify-between gap-x-10"><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Products</p><div class="grid gap-5 text-silverGray grid-cols-2 desktop-sm:grid-cols-1 desktop-sm:gap-y-2 border-t border-cometBlack desktop-sm:border-0 pt-6"><ul class="flex flex-col gap-y-4 tablet-sm:gap-y-6 desktop-sm:gap-2.5"><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/customer-service/" data-hydration="false" class="css-15szwfb">Sprinklr Service</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/consumer-intelligence/" data-hydration="false" class="css-15szwfb">Sprinklr Insights</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/marketing-and-advertising/" data-hydration="false" class="css-15szwfb">Sprinklr Marketing</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/social-media-management/" data-hydration="false" class="css-15szwfb">Sprinklr Social</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/platform/" data-hydration="false" class="css-15szwfb">Unified CXM Platform</a></li></ul></div></div><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Solutions</p><div class="grid gap-5 text-silverGray desktop-sm:grid-cols-1 desktop-sm:gap-y-2 desktop-sm:border-0 pt-6 grid-cols-1 border-t border-cometBlack"><div class="grid grid-flow-row gap-10 desktop-sm:gap-y-10 auto-cols-fr max-desktop-sm:grid-flow-col"><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white uppercase mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 text-mobile-sm/overline-3 tablet-sm:text-tablet-sm/overline-3">Industries</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a href="/industries/cpg/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">CPG</span></a></li><li class="block hover:underline"><a href="/industries/financial-services/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Financial Services</span></a></li><li class="block hover:underline"><a href="/industries/government/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Government</span></a></li><li class="block hover:underline"><a href="/industries/retail/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Retail</span></a></li><li class="block hover:underline"><a href="/industries/technology/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Technology</span></a></li><li class="block hover:underline"><a href="/industries/telecom/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Telecommunication</span></a></li><li class="block hover:underline"><a href="/industries/travel-hospitality/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Travel & Hospitality</span></a></li></ul></div><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white uppercase mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 text-mobile-sm/overline-3 tablet-sm:text-tablet-sm/overline-3">Teams</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a href="/teams/marketing/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Marketing</span></a></li><li class="block hover:underline"><a href="/teams/customer-service/" data-hydration="false" class="css-15szwfb"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Customer Service</span></a></li></ul></div></div></div></div><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Company</p><div class="grid gap-5 text-silverGray grid-cols-2 desktop-sm:grid-cols-1 desktop-sm:gap-y-2 border-t border-cometBlack desktop-sm:border-0 pt-6"><ul class="flex flex-col gap-y-4 tablet-sm:gap-y-6 desktop-sm:gap-2.5"><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/our-story/" data-hydration="false" class="css-15szwfb">Our Story</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a class="css-15szwfb" href="/newsroom/">Newsroom</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 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