Magazine article CRM Magazine

You Don't Have to Be a Big Contact Center to Deliver Great Customer Service

Magazine article CRM Magazine

You Don't Have to Be a Big Contact Center to Deliver Great Customer Service

Article excerpt



Delivering great customer service means more than hiring the right agents and training them well. It means using technology effectively to assure a positive experience for your customers. This requires routing callers to the agent best qualified to answer the question. Giving your customers the choice of how they contact you--by phone, email, web chat, or social media. Using real-time speech analytics to spot keywords. And delivering comprehensive reporting and monitoring of agents located at headquarters or working from home.

The Interactive Intelligence Communications-as-a-Service Small Center (CaaS Small Center) is a cloud-based offering designed for contact centers between 10 and 50 agents. It's built on the same Interactive Intelligence platform used some of the most widely respected brands in the world.

Cloud-based solutions offer increased flexibility, faster deployment time, lower initial capital investment, and reduced IT requirements. To help you deliver world-class service to your customers, CaaS Small Center builds on these cloud benefits by delivering product maturity, a simplified offering, reduced risk, and the scalability to keep pace with your growth.


CaaS Small Center is powered by eighth-generation technology, developed over 18 years, and proven by more than 5,000 global customers. It offers advanced functionality to help you deliver on the promise of a great experience for your customers.

You don't want to worry that all the compliance and security measures for your cloud-based contact center service are being properly looked after. We agree. That's our job. We host CaaS Small Center in secure, strictly controlled data centers. System health is monitored from our network operations center 24x7. Each customer instance is segregated on its own virtual machine. Additionally, we've completed and passed the most stringent industry certifications. Along with a rich feature set, these measures are what sets CaaS Small Center apart as a mature, well-architected offering you can trust.


Small businesses and small contact centers typically don't have access to armies of IT resources. …

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