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.

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CCaaS Unifies Contact Center and Customer Engagement Approaches

Chasetek pic
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?

Virtual Private Network pic
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.

Contact Center as a Service – Industry-Changing Infrastructure Service

 

Contact Center as a Service  pic
Contact Center as a Service
Image: genesys.com

A native of Columbus, OH, Michael Marlowe graduated from The Ohio State University with a bachelor of arts in economics. Michael Marlowe now serves as director of strategy and vice president of new markets for Columbus, OH-based Chasetek, which procures cloud and technology services, including Contact Center as a Service.

A cloud-based service, Contact Center as a Service (CCaaS) allows businesses to use the technology and infrastructure of a contact center to enhance customer service and improve operations. CCaaS especially benefits companies that use specific hardware or software. This model generates savings by allowing companies to rent the technology and services they need instead of outlaying major capital expenses for purchase.

The CCaaS model also benefits businesses that need a certain technology only during limited peak-load times throughout the year. A scalable solution, CCaaS allows businesses to increase or decrease their access as demand shifts.

Additional benefits of the CCaaS model include access to the latest technology at all times and the technology maintenance provided by its owner. Clients also can opt to own their own technology and contract a CCaaS company to maintain it. As a flexible, rapidly evolving solution, CCaaS can help businesses take their customer service to the next level while generating considerable cost savings.