M&A and Contact-Center-as-a-Service: Set Yourself Up for Success

M&A and Contact-Center-as-a-Service: Set Yourself Up for Success

As companies refine their approach to the customer experience (CX), maintaining a traditional on-premise call center grows more and more complex. Sales teams and customer support teams make inbound and outbound calls under one roof. And customer interactions are no longer solely phone-based—email, live chat, texting, and even social media are now in the mix.

Call centers have become contact centers, with complex needs for technology and operational oversight. Deploying, managing, and optimizing the hardware, software, and infrastructure systems needed to support these demands is cumbersome and resource-intensive.

To make matters more complex, more sales and customer service work is being done remotely. Eighty-nine percent of service leaders expect at least 30% of their workforce to continue working from home through 2023. Scaling the technology infrastructure required to meet these evolving demands is overwhelming. Enter Contact-Center-as-a-Service (CCaaS). CCaaS solutions consolidate every customer touchpoint into a single system, so you don’t have to support the infrastructure needed to scale with the evolving needs of today’s contact centers.

And if your business is planning a merger, acquisition, or carve-out, then it’s an ideal time to consider moving to the CCaaS model. Here’s why.

Why More Companies Are Choosing CCaaS Solutions

CCaaS solutions are growing increasingly popular, as businesses seek the flexibility and simplicity of the cloud. Thirty percent of businesses use a CCaaS solution, the largest share of any of the options available. In 2021, 36% of deployments were CCaaS solutions, outpacing single-tenant, cloud-hosted platforms by 11%. Behind that trend is a desire for companies to increase their contact center capabilities while also reducing their operational burden.

Support a Seamless Omnichannel Experience

CCaaS solutions typically include a call distributor, interactive voice response (CDIVR), outbound predictive dialers (OPDs), as well as reporting and monitoring capabilities, enabling you to support an omnichannel customer experience. As your customers’ expectations and preferences change, a CCaaS allows you to evolve with them.

For employees, the CCaaS centralizes all customer interactions in a single view. With the full customer’s journey at their fingertips, agents can tailor each interaction and respond to their needs more quickly.

Gather End-to-End Data

Consolidating customer interactions in one system enhances a company’s data collection and analysis capabilities. CCaaS providers offer dashboards and flexible reporting features that give you the insight you need without requiring heavy lifting on the part of your team. For example, you can track how many interactions it takes to resolve a customer issue, or which channels are most effective for different customer segments without having to program spreadsheets to consolidate reports from multiple sources.

Take Advantage of Advanced Technologies

IVR and call routing systems are growing increasingly sophisticated with the use of natural language processing, machine learning, and artificial intelligence. A CCaaS solution gives you access to these advanced technologies without having to implement and maintain them yourself. You can take advantage of the provider’s specialty in contact center optimization so you can dedicate your IT resources elsewhere.

Because CCaaS solutions offer all of these benefits under a predictable subscription-based pricing model, the shift towards CCaaS seems inevitable.

Planning a Merger or Carve-Out? Consider Transitioning to CCaaS.

For most businesses, the shift to CCaaS solutions is a matter of when, not if.  While every business will need to weigh their options before deciding to make the shift themselves, for companies undergoing a merger, acquisition, or carve-out, it’s the ideal time.

1. Reduce Complexity

Mergers create great complexity for IT teams. Managing the transition of critical systems like MS 365 is challenging enough. Implementing a CCaaS system gives the project team one less puzzle to solve. Instead of trying to cobble together the existing call center systems from the existing business entities or trying to force-migrate the data from one to the other, you can migrate both systems into the cloud. Everyone at the newly merged organization starts out on a fresh and equal footing—and almost certainly with better customer service capabilities than either organization had before.

M&A activity always increases the volume of IT service requests, as users adapt to new systems and overcome migration issues. With the contact center application and infrastructure now being managed by a third party, the IT department will have fewer physical resources to support, not to mention more time to serve users on other technology issues.

2. Start Fresh With a New System

In the case of a carve-out, shifting to a new model gives you an opportunity to start fresh with a seamless new architecture, instead of the pieces pulled from the old system. Each carve-out is different. For one carve-out, you may bring over the entire contact center architecture except for the IVR and reporting system. For another, you may start almost completely from scratch. With a CCaaS, you don’t have to make those decisions, since the entire architecture will be hosted in the cloud by the provider.

3. Simplify Access for All Parties

One of the most challenging aspects of any M&A-related IT project is timing. Making sure all employees have access to the systems and hardware they need at the right time is critical to providing a seamless customer experience and preserving valuable data, right from Day 1. It’s not uncommon to undergo a period where two architectures are running at the same time due to legal, compliance, and general coordination issues. With a CCaaS, you don’t have to worry about these timing questions. Once the cloud-based system has been onboarded, all contact center workers can log in and begin using it at once.

M&A and Contact-Center-as-a-Service: Set Yourself Up for Success

Mergers and acquisitions always create complexity for IT teams. Transitioning away from an on-premise contact center immediately reduces that complexity so IT resources can focus their time and attention elsewhere.

But migrating to a CsaaS isn’t something most IT teams do everyday, especially during the pressure of an M&A transaction. To ensure that the process is implemented properly, you need an experienced, trusted advisor that understands the nuances of a M&A-related IT projects and knows the ins-and-outs of CsaaS migrations. At SubjectData, we’ll assess your needs, help you identify the right CCaaS provider, negotiate the best solution, plan the migration, and ensure the onboarding process goes smoothly. Contact us to get started.

Scroll to Top