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What is a SaaS Call Center?

a call center agent using SaaS call center software

Are you planning to receive massive inbound calls from a marketing campaign, or are you just a small contact center that handles hundreds of calls a day? You need a SaaS call center to manage all the calls and route them to the appropriate agents.

This guide discusses what a Saas call center is and the benefits of using one for your call center team.

What is a SaaS Call Center?

A SaaS call center is a scalable platform that manages inbound and outbound calls from call routing to analytics and measurement. It comes with advanced call management features and a built-in CRM that helps to direct inbound calls to the best available agents.

With a SaaS call center, all the infrastructure is in the cloud and agents can take calls anywhere, either on a laptop or mobile device. Managers can view analytics, access detailed reports, and track customer and agent interactions. 

12 Benefits of Using SaaS Call Center Solutions 

Ready to improve productivity in your contact center? Here are twelve benefits of using SaaS call center solutions:

1. Cost-Effective 

A cloud-based call center solution is more cost-effective and affordable when compared to other options like the traditional PBX system. There are high upfront costs for the hardware and additional installation costs with conventional PBX systems. On the other hand, SaaS call centers are hosted in the cloud, and you don’t need to worry about high initial costs.

2. Easy to Set Up

SaaS call centers are much easier to set up. You don’t need to schedule month-long hardware installations like in traditional PBX. You can plug the phones into the network switch, turn them on, and start handling calls in record time. Besides VoIP phones, you can also download web or mobile apps to handle calls.

3. Advanced Features

With a SaaS solution, you can access advanced features from Interactive Voice Response (IVR), Automatic Call Distributor (ACD), Dialed Number Identification Service (DNIS, live chats, number porting to CRMs, and omnichannel support management. These boost agents’ response times and help to resolve issues faster.

4. Centralized Data

A SaaS call center is an integrated solution that eliminates the need for multiple apps that scatter customer data and interfere with productivity. It handles all aspects of your business communication down to CRM integrations and analytics. This ensures agents work from a single dashboard, and managers can easily access centralized data and performance reports.

5. Integrations

Another benefit that SaaS call center provides for your business is robust integrations. It unifies voice, SMS, and chats into a single dashboard and allows seamless integration with CRMs like Salesforce and other third-party business applications.

6. Hassle-Free Updates

With a cloud-based call center solution, software updates are completely hassle-free and do not interfere with your workflow. As your business expands, you only need to toggle on additional features. No new installation is required. This is not the case with an on-site PBX solution where you might need to purchase new hardware and hire experienced personnel to implement an upgrade. 

7. Communication Channels

The future of customer service is multiple communication channels. Customers want to be able to reach businesses on their preferred channels. This ranges from live chat, email, web, helpdesk tickets, SMS, and phone calls to social media.

Handling everything with separate apps makes it difficult to keep up with customers across several touchpoints. Hence, a SaaS call center offers omnichannel support that integrates these channels into a single dashboard for easy tracking. 

8. Low Maintenance

Maintaining a traditional business phone system is high maintenance as you are responsible for the installation on-site, maintenance, and technical hires for troubleshooting and repairs. However, with a cloud-based solution like a SaaS call center, the responsibility of maintenance is lifted off your shoulders. 

9. Advanced Reporting Features

Advanced reporting features help you dig deeper and glean non-obvious insights from data to improve every part of your business. They provide a comprehensive contact center overview and narrow your reporting into all activities of each agent. This information can include how many calls your agents handle or transfer, how often they are unavailable, total hold times, etc.

10. Increases Agent Productivity

SaaS call centers make it easier for agents to do their job. It automates repetitive tasks and improves existing workflows. CRM keeps track of customer profiles and calls details. Your agents will spend less time doing manual work and more time focusing on improving customer relationships. 

11. Higher Customer Satisfaction

Customer satisfaction leads to customer retention, which is one of the most significant end goals of businesses. A SaaS call center solution with CRM, analytics, surveys, customer journey optimizations, etc., helps understand the customer better and provides them with the service they need. This, in turn, leads to increased satisfaction. 

12. Flexibility and Mobility

A SaaS call center is a cloud-based solution which means it exists in the cloud. Calls are routed over an internet connection, so moving out of a physical location or working remotely is much easier. It adds much flexibility to your business’ ways of working. 

The Bottom Line

We have seen what a SaaS call center is and the benefits you enjoy after setting one up for your team. Are you ready to set up a SaaS call center for your business? Take your call center to the next level using the right cloud contact center solution.

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