What is Contact Center as a Service?

Contact Center as a Service or CCaaS is a type of contact center outsourcing that offers a subscription-based model to contact center solutions on the cloud. This gives companies the benefits of outsourced customer support but with added flexibility and cost-efficiency. CCaaS models also provide easier integration with state-of-the-art tools and omnichannel customer communication, all without needing to invest in any internal infrastructure.

On-site contact centers are difficult to manage

An on-premise contact center brings with it a lot of challenges, first and foremost being the overhead costs. Running a contact center likely isn’t your company’s claim to fame, so the additional investment in the infrastructure and staffing to run one in-house can be costly. On top of that, scaling for growth or seasonal demand spikes is a tricky maneuver for in-house teams, adding recruiting, onboarding, and training to the list of expenses.

The difficulties that in-house call centers pose to their companies can also lead to an inconsistent and disconnected customer experience. Since you’re forced to split your attention between your core services and customer support, both things are prone to suffer.

Robust & flexible cloud-based solutions

ROI CX Solutions provides outsourced CCaaS, giving you access to powerful automated tools, omnichannel customer support, and cloud-based workforce management tools — all seamlessly integrated with your CRM and customized to your company’s specific needs.

Key services we provide

24/7 Omnichannel Customer Support

Ensure that your customers receive round-the-clock service from multilingual agents around the world. Meet your customers where they are and provide smooth transitions from from channel to channel to seamlessly manage interactions across your customers' preferred channels, including phone, chat, email, and social media.

AI-Powered Automation

Provide faster resolutions to your customers' inquiries with smart automation tools, enabled by AI. Answer initial questions and get the ball rolling quickly with automated chatbots or virtual agents, then get calls routed to the right human for the job with intelligent call-routing tools.

Workforce Optimization

Get built-in accountability and workforce insights. Track agent performance and compliance while planning ahead for future customer demand with cloud-based workforce management tools and a roadmap for improving efficiency at the individual and company levels.

Seamless CRM Integration

ROI CX Solutions makes cloud-based CCaaS a smoother experience where you stay in control, providing seamless integration with your CRM of choice, including Salesforce, HubSpot, Zendesk, and more.

The ROI CX approach to quality assurance

ROI is committed to a high level of quality. Robust quality assurance processes and top-of-the-line tech pair together for excellent results brought to you by a dedicated team of experts. The ROI process is guided by strict compliance with industry regulations and best practices, improved upon regularly by continuous performance optimizations and trainings.

Industries we serve

eCommerce

Do you run an online business? ROI CX Solutions can help with your customer inquiries, including order processing.

Healthcare

We take every precaution to make certain that your sensitive patient information is handled securely, and appointments are scheduled accurately.

Insurance

We handle your incoming insurance services, from general policy inquiries to claims processing.

Legal

Our team can provide support to your legal firm, helming your client communications and offering support for your case management.

Retail

We provide your brick-and-mortar or online retail business with strong customer support services, ready to answer your customer inquiries.

Utilities

Utilities inquiries are often urgent, so we make certain that your customers get help when they need it.

And many more...

Other services we offer

Call center outsourcing

Make better use of your funds and outsource your call center operations to a trusted partner who can provide a more consistent level of customer service.

Upselling and cross-selling

Improve your customer experience by suggesting and providing additional services and products that are relevant and helpful to your customers.

Lead generation call center services

Continue your company's growth and promote additional revenue through an effective lead-generation campaign.

Contact Center as a Service (CCaaS)

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