There’s no one-size-fits-all approach when it comes to delivering exceptional customer experiences through your Contact Centre as a Service (CCaaS) solution.
Each contact centre has unique priorities, systems, and customer expectations. That’s why implementing a CCaaS strategy isn’t just about choosing the right platform, it’s about knowing where it can deliver the most value.
To find out more, we asked Alistair Ping, Senior Sales at Odigo, explain how you can get the most out of your CCaaS solution and deliver measurable business benefits.
Video: Look at IMPACT When Using CCaaS Solutions
Watch the video below to hear Alistair explain why contact centres should look at IMPACT when assessing CCaaS solutions:
With thanks to Alistair Ping, Senior Sales at Odigo, for contributing to this video.
This video was originally published in our article ‘10 Questions to Ask When Buying Your Next CCaaS Solution’
The Six Areas of the IMPACT Framework
To help you focus your strategy, we’re using the acronym IMPACT to break down six key areas where your CCaaS implementation can truly have an impact.
“There is no one size fits all, it’s about assessing your business to look at all the areas where a customer engagement strategy can make a difference. Given we are talking about impact, let’s use the word IMPACT to look at the various areas that we should consider.”
The following elements work together to help you get the most out of your solution and deliver measurable business benefits:
- I – Integration
- M – Monitoring
- P – Personalization
- A – Agent Empowerment
- C – Conversational AI
- T – Time Reallocation
So let’s take a look at each of these:
1. Integration
“I is for integration. Integrating the CCaaS with your back office, with your CRM, and any other business applications, helps streamline workflows, meaning less screen-hopping for the agent, speeds up response times, and helps provide a seamless customer experience.”
To get the most from your CCaaS platform, integration is essential.
- Connect your contact centre with your CRM, back office systems, and other business-critical tools.
- Reduce screen-hopping and manual data entry so agents can work faster and more efficiently.
- Create seamless workflows that allow for informed, context-rich customer interactions.
A well-integrated system increases agent productivity and shortens resolution times, which are key outcomes for any CCaaS deployment.
2. Monitoring
“M is for monitoring. Enhancing performance with real-time KPIs and quality monitoring tools to create live alerts allows you to gain deeper insights, with a chance to act on them in real time.”
Live data isn’t just helpful, it’s transformative.
- Use real-time KPIs and performance dashboards to monitor agent activity and customer interactions as they happen.
- Set up automatic alerts for key thresholds, allowing supervisors to intervene quickly and support agents in the moment.
- Continuous insight means continuous improvement, driving better performance without delay.
3. Personalization
“P is for personalization. Delivering tailored interactions to drive retention and sales, run proactive outbound campaigns, offer personalized in-call suggestions, and obviously personalization makes you stand out from your competitors.”
Personalization is what turns a good experience into a memorable one.
- Run proactive outreach campaigns and offer in-call suggestions based on customer history and preferences.
- Leverage customer data to deliver tailored service, increasing engagement, retention, and upsell opportunities.
- The more personalized the interaction, the greater your competitive edge.
4. Agent Empowerment
“A is for agent empowerment. We have to talk about the agent. Harnessing all the tools within the kitbag for agents and supervisors, unifying the user interfaces, and automating some decision-making increases your workflow accuracy.
Adding in some QM tools means those performance highs and lows don’t go unnoticed, and best practice is easier to achieve.”
Empowered agents deliver better service, and they’re more likely to stay.
- Equip your teams with unified user interfaces that simplify complex tasks.
- Automate repetitive actions to let agents focus on meaningful conversations.
- Include quality management (QM) tools to track performance highs and lows, and encourage best practice sharing.
When agents feel supported and equipped, customer experience naturally improves.
5. Conversational AI
“C is for conversational AI. Refining your self-service, improving journeys, to allow escalation to happen more quickly, so customer satisfaction is less dependent on speaking with a live agent.”
AI is evolving self-service, and it’s a crucial component of any modern CCaaS strategy.
- Use conversational AI to handle routine queries while allowing complex issues to be escalated smoothly.
- Improve journey mapping and reduce dependence on live agents, helping you scale while maintaining service quality.
- Allow customers to express themselves naturally, improving satisfaction and reducing friction.
6. Time Reallocation
“And finally T is for time. Time reallocation, shifting the focus to those high-value activities, automate those repetitive tasks with AI, and free up supervisors to invest time in coaching and quality strategies. By focusing on these key areas, your CCaaS solution can deliver real, measurable benefits.”
Make the best use of your people’s time, especially your supervisors.
- Automate low-value, repetitive tasks so both agents and managers can focus on high-impact work.
- Free up supervisors to spend more time on coaching, training, and quality initiatives that build long-term performance.
- Time is a finite resource, and CCaaS helps ensure it’s used strategically.
Why You Should Use IMPACT
A modern CCaaS platform is only as valuable as the outcomes it enables.
By applying the IMPACT framework – Integration, Monitoring, Personalization, Agent Empowerment, Conversational AI, and Time Reallocation – you can pinpoint where your solution should deliver the greatest return.
Use these pillars to guide your CCaaS deployment, and transform your contact centre into a high-performing engine for growth, satisfaction, and efficiency.
If you are looking for more great insights from the experts, check out these next:
- 3 Ways to Reduce Agent Stress Through Training and Culture
- How to Improve CSAT With the ACAF Model
- 4 Ways Purpose-Built AI Is Transforming CX
Author: Robyn Coppell
Reviewed by: Xander Freeman
