The ongoing shift to remote work has served to shine a brighter spotlight on the increasing global popularity of Contact Center as a Service (CCaaS) managed solutions.
Similar to the growth of the Unified Communications as a Service (UCaaS) market—estimated by a MarketsandMarkets report to reach US$28.69 billion by 2021—the global COVID-19 pandemic has prompted increased adoption of CCaaS solutions by enterprises and governments that needed to quickly establish call center services for users and customers alike. For example, pandemic-driven emergency government services required the efficient, nimble establishment of brand-new call center services. On top of that, many contact center, data center, and IT operations professionals moved from their offices to at-home working environments, leaving fewer on-the-ground resources available to establish complex contact center environments, which typically involve multiple Unified Communications & Collaborations (UC&C) vendors.
Adding further complexity: Citizens and users accessing any of today’s contact centers likely need more ways to quickly interact with the respective agency or business, including voice, collaboration, Web, Web chat, or video.
Learn how NETSCOUT smart visibility and nGeniusONE analytics are used by this CCaaS provider as part of the standard call center build to provide real-time UC&C technology and user-experience monitoring for all new customers.
Tim Boutin is a Senior Product Marketing Manager at NETSCOUT