CCaaS Benefits for Small Businesses


Chasetek pic

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.

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.