CCaaS Benefits for Small Businesses

 

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Chasetek
Image: Chasetek.com

An accomplished senior executive, Michael Marlowe has served as director of strategy and vice president of new markets with Chasetek since 2017. As part of his duties with this Columbus, OH-based telecommunications advisory firm, Michael Marlowe advises clients on subjects related to Contact Center as a Service (CCaaS).

A burgeoning sector of the modern telecommunications market, CCaaS allows companies to outsource key elements of their call center operations in order to boost quality as well as save money. In particular, CCaaS offers a number of distinct benefits for smaller businesses.

An independent news source for the enterprise IP telephony, converged networking, and unified communications sectors, No Jitter points to CCaaS as a potential way for small to mid-sized businesses to “level the playing field” when it comes to supporting contact center operations that rival those of major corporations. While larger companies that employ UCaaS tend to face a 24 percent overall cost increase in the first year, smaller companies (those with fewer than 50 employees) tend to see a 5 percent reduction in overall costs and a 6 percent annual cost reduction going forward.

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Myths that You Shouldn’t Believe About CCaaS

Michael Marlowe
Michael Marlowe, Columbus OH

A graduate of The Ohio State University, Michael Marlowe serves as the director of strategy and vice president of new markets for Chasetek in Columbus, OH. In his work with Chasetek, Michael Marlowe is responsible for leading the growth of a firm that offers clients technology infrastructure solutions for workforce optimization.

One of the ways that the team at Chasetek aims to promote workforce optimization is through the cloud-based solution Contact Center as a Service, or CCaaS. CCaaS is a technology infrastructure solution which relies on cloud-based contact center to improve the flow of a company’s operations.

Listed below are three myths you shouldn’t believe about the implementation of CCaaS solutions.

1. CCaaS does not require a company to throw out its existing telecommunications systems. Most CCaaS companies are able to apply solutions on top of existing infrastructure, making it simple and economical to transition between traditional telephone systems and those of CCaaS.

2. CCaaS does not limit a company’s control and ability to customize internal processes. The fact that CCaaS is rooted in the cloud means that managers actually have greater control over what their employees can and can’t see through pre-defined access rights, one-time integration with other applications, and stringent security protocols in place.

3. CCaaS lacks resilience as a service. CCaaS systems are actually more dependable than traditional hardwired telecommunications services. Because they operate from the cloud and have no dependence on particular hardware or software, administrators of companies who employ CCaaS solutions can conduct business easily as long as they have access to an internet connection and a mobile, PSTN, or SIP phone line.

CCaaS Unifies Contact Center and Customer Engagement Approaches

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Chasetek
Image: Chasetek.com

An accomplished telecom consultant, Michael Marlowe focuses on new markets as director of strategy and vice president with Columbus, Ohio-based Chasetek. Client centered, Michael Marlowe procures point of contact solutions that meet a full range of business telecommunications requirements.

A particular focus is on contact center as a service (CCaaS) architecture, which integrates cloud-based infrastructure with contact center hosting in a way that provides superior responsiveness. The move to CCaaS reflects a mandate by many companies to unify their full range of communications deployments within a cloud-based and region agnostic platform.

Potential uses of this approach include providing companies with a “single view” of the consumer spanning various channels. For example, customer-engagement and contact-center infrastructure, which have a good deal of overlap, can now be handled through a single vendor and span the full range of customer relationship activities, including social media. Cloud-based CCaaS also offers quick and flexible scalability, beyond the intrinsic limitations of an on-premises contact-center.

How Does a Virtual Private Network Work?

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Virtual Private Network
Image: cisco.com

Columbus, OH, professional Michael Marlowe leverages over a decade of experience in the technology infrastructure and telecommunications industry as director of strategy and vice president of new markets for Chasetek. As vice president of the Columbus, OH-based firm, Michael Marlowe developes long-term strategic initiatives for a portfolio of nearly 2,000 clients across over 10,000 sites.

Chasetek’s client base benefits from access to an array of technology solutions that include wireless solutions, inventory management, and security services such as virtual private networks (VPN). VPNs utilize a dedicated server to allow secure and private internet access.

A VPN also relies on software known as a VPN client. Rather than directly access the internet, a VPN user first opens the VPN client which encrypts data before sending it to the server. The server then passes information to the internet website. This not only protects user data, but also location since internet data is tied to the VPN server’s location rather than the user’s location.