Tech Talks: AI-powered Contact Center as a Service (CCaaS) can cut costs by thousands

Close up of a person using a smartphone with an image of a robot labeled "AI" hovering over the screen. The AI has a speech bubble that reads, "Hello! How can I assist you?"To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational sessions.

A global food product distribution company wanted to enhance supply chain efficiency and support clients in the restaurant industry struggling with the fallout of the coronavirus pandemic. To serve customers as effectively as possible, they turned to a Contact Center as a Service (CCaaS) solution powered by artificial intelligence (AI) in our portfolio.

The business established a contact center to inform restaurants about coronavirus relief initiatives and help them apply for funding. Additionally, the distributor created a self-serve program to proactively send delivery details to callers to assist with inventory management and mitigate supply chain issues. Finally, the food distributor deployed AI-powered agent assistance to help contact center workers answer customers’ queries faster with efficient access to relevant knowledge base articles.

Ultimately, thanks to the AI-powered CCaaS solution, the company enhanced customer satisfaction metrics and achieved a projected $100,000 in savings per year by proactively messaging callers.

AI-powered Contact Center as a Service (CCaaS): Key elements and advantages

This omnichannel cloud contact center platform with AI features can significantly lower spending while transforming customer and employee experiences (CX and EX). Notable capabilities and benefits include but are not limited to the following:

  • Expanded self-service options via virtual agents

  • AI-powered agent assistance (e.g., contextual prompts and insights into next best actions)

  • Reduced after-call work (2 seconds or less) with AI-generated summaries, notes, and recommendations

  • Unlimited audio recording

  • Smart scripts for agents with decision trees for pre-set scenarios

  • AI-powered customer experience analytics

  • AI solutions built for specific industries (e.g., healthcare, retail, and financial services)

If you want to explore your CCaaS and AI options, our team of technology advisors would be happy to help. With advanced analytical tools, cutting-edge market research, and detailed comparison matrices, we can rapidly identify solutions that align with your organization’s objectives.

Take the first step toward a better CX and EX today by calling 877-599-3999 or emailing

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