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Support, the main differentiator of a good CCaaS solution provider

Paul Egret Odigo eXperience Services Director

Nowadays, Contact Center as a Service (CCaaS) providers must offer high-performance solutions in line with their customers’ needs, and above all become true partners, endowed with expertise and an associated service offer, capable of supporting their customers throughout their project. To this end, one shouldn’t neglect the qualitative nor the quantitative aspect of support.


Within any IT project, the real complexity lies in the ability of organizations to institutionalize new practices and uses. The subject has been widely talked about and understood by all company management for more than 30 years. In 2019, the issues facing CCaaS solution providers remain the same as in the past, namely how to:

  • Ensure that employees are committed to the solution and its environment,
  • Take advantage of the project to improve the operational efficiency of employees in order to provide a better-quality service to the end customer.

To achieve this dual objective, nothing beats support based on qualitative and quantitative approaches rooted in organizational theory.

The different stages of support

Successful support must enable the customer’s business legacy to be encapsulated in a CCaaS solution. To do this, the company contact person must be put in touch with experts with strong business expertise. The latter’s work is carried out in two stages:

  • Support during the design phase, on which the vast majority of IT solution providers focus.
  • Long-term support phase, which follows the design phase with targeted workshops to support the development of customer skills.

Thanks to its strong business expertise and proven methodologies, this approach supports the continuous improvement of customers. The objective is to grow with your customers and for your customers!

Good practices, methodology and training: the qualitative aspect of support

Let’s go back to the subject of operational efficiency mentioned at the beginning of this blog and answer two questions:

a) How to obtain convincing results?

The idea is to reconcile the questions “How to do things efficiently?” and “How to do them well within the solution?” To do this, it is key to implement best practices and plan some training sessions. Change management supports these two processes.

b) How to define customer best practices?

It is necessary to have profiles of contact center experts with detailed sectoral knowledge. Their business expertise is the result of a long-term apprenticeship in contact with customers. It is this empirical work that should enable them to identify patterns that repeat themselves from one sector to another in order to define best practices.

CCaaS solution providers: data creators

Support must be both qualitative and quantitative. It is necessary to carefully analyze the data generated by the use of the solution. They can be of several kinds and deal with:

  • The quality of interactions with customers (by channel type),
  • The voice of clients (i.e. their ability to express their needs and expectations).

Improving customer relations requires a quantitative and qualitative analysis of this data (words, voice, interactions, etc.) in order to better understand customer expectations and develop new uses for the solution, as well as new ways of working and adapting to ever-changing realities.

Once again, the real challenge is not to perceive this work as something ad hoc. The idea is to help clients institutionalize this approach, with the objective of supporting continuous improvement. The trends, fashions, and products (whether banking, telephone or other) offered to end customers are constantly evolving, hence the need to always evolve with them. It is absolutely necessary to avoid the creation of a generational and/or identity gap between a product and agents whose mission is either to sell this product or to ensure that it is properly used.

Statistical and mathematical analysis of data: the quantitative aspect of support

A simple observation: data is only valuable if it is known, usable and manageable by as many people as possible. It is by giving thickness to the data that customers make available when using the solution, that it becomes possible to raise awareness about growth gains or potential risks detected by weak signals.

The ambition of a good CCaaS solution provider should be to work on the product so that it is “data and user friendly” and the data generated can be easily used by as many people as possible. At Odigo, we believe that this data is an asset that must remain the property of the customer. It is therefore important to choose a “data-driven” solution, to ensure that the data is exhaustive, easy to access and understand, and in lines with market standards so that it can be re-injected into a rich ecosystem.

In summary, the objective is to be able to bring systems into production that encapsulate good practices more quickly by taking advantage of the strengths and constraints of the cloud. Nevertheless, because we know that the “one-size-fits-all” approach does not work, we have decided to create Odigo eXperience Services to support our solution and our customers by providing them with qualitative and quantitative methodologies and accelerators.

As we have seen, nowadays, quality support is absolutely key to meet market requirements. This is highlighted in Gartner’s latest Magic Quadrant report, in which Odigo was named Leader in the Contact Center as a Service (CCaaS) category in Western Europe* for the 5th consecutive year. Want to know more? Click on the following link to download a free copy of the report:

Paul Egret
Odigo eXperience Services Director

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