Why are customer service teams increasingly adopting CCaaS platforms?

In 2024, 83% of consumers want to be able to contact brands through at least three different channels (voice, chat, email, social media, SMS...), according to a Salesforce study. This expectation reflects a profound transformation of customer relations: as touchpoints multiply, so do the risks of creating breaks in the customer experience.

However, traditional contact centers (CCs) are struggling to keep up with this evolution. Fragmented tools, limited real-time visibility, and manual processes can all hinder smooth interactions and affect the consistency of the customer experience.

The CCaaS model (Contact Center as a Service) enables companies to consolidate their infrastructure in the cloud, centralize all channels within a single interface, and access the latest technologies (AI, self-care, analytics) without complex deployments. This allows teams to save time, better prioritize requests, and deliver more consistent responses throughout the customer journey.

Companies that adopt a CCaaS solution see concrete and lasting results across several key aspects of operational performance, whether in terms of productivity, customer satisfaction, or cost optimization:

• +20% advisor productivity, thanks to a unified interface that centralizes all tools and communication channels. This omnichannel management simplifies activity monitoring, reduces back-and-forth between applications, minimizes context loss, and speeds up request handling. It also enhances the 360° view of the customer, making it possible, for example, to continue a conversation started via email on another channel like chat or phone, without breaking the customer experience. The interaction thus becomes smoother, processing faster, and responses better aligned with customer expectations.
• An average 15% reduction in handling time for customer requests, made possible by better flow distribution, more accurate request prioritization, and the automation of repetitive tasks. CCaaS also addresses a key consumer demand: speed. More than 80% of customers expect an almost immediate response on the channel of their choice. To achieve this, these platforms integrate technologies such as AI agents and chatbots that handle simple requests, as well as visual IVRs that streamline the user journey by directing calls to the right person or channel, reducing handling times for human advisors. This allows them to focus on high-value interactions, while ensuring fast, continuous, and consistent support from the very first contact.
• +25% customer satisfaction, when the experience is consistent across all channels and advisors are better equipped to respond with accuracy and speed. CCaaS ensures continuity in conversations, without breaks between channels, which strengthens customer trust and their sense of being truly understood. With improved contextualization of requests and a unified view of the interaction history, advisors can tailor their responses to each situation, improve the relevance of their exchanges, and build a more personalized relationship. Even during peak activity periods or in sensitive interactions, the perceived quality of service remains high. This consistency in support directly contributes to stronger loyalty and brand attachment.
• A 30 to 40% reduction in operating costs, achieved by migrating to a more flexible cloud model, without heavy investments in servers or internal maintenance expenses. By consolidating all customer service channels and tools into a single platform, companies also reduce training costs, minimize silo issues or duplication between departments, and optimize internal collaboration. Unlike traditional infrastructures, which are often rigid and expensive, CCaaS relies on a flexible and scalable cloud model. Resources can be adjusted in real time, new features are deployed without service interruption, and scaling during peak periods (holidays, sales, incidents) is handled seamlessly. CCaaS also helps smooth expenses thanks to a predictable subscription model, which adapts to the number of users and activated channels.

Beyond the numbers, CCaaS also transforms internal organization. It provides structural agility: rapid scaling, the ability to adapt to unexpected events (weather disruptions, technical incidents, special campaigns), and simplified deployment when opening new sites or integrating new teams.

Finally, thanks to a cloud-based architecture, these solutions evolve continuously. Functional updates, technological innovations, and new integrations are deployed seamlessly, ensuring a platform that is always up to date and aligned with operational needs.

For CIOs and security leaders, CCaaS offers several key advantages:

• Automated maintenance and updates. These operations are handled directly by the solution provider, saving IT teams from time-consuming tasks such as security patches or installing new versions.
• GDPR compliance and enhanced security, particularly with solutions hosted in sovereign or European clouds, ensuring a high level of protection for sensitive data.
• Native flexibility and scalability, enabled by the cloud, making it easy to adjust resources in real time and integrate new features without service disruption.

This model also promotes centralized and omnichannel management of customer relations: all channels are grouped within a single interface, streamlining customer journeys. Finally, CCaaS platforms integrate more easily with business tools (CRM, ERP, helpdesk, Quality Monitoring, Workforce Management) thanks to open APIs and stronger interoperability.

Among the CCaaS market players, Kiamo offers an intuitive omnichannel platform hosted in France, ensuring data sovereignty.

A unified interface designed for advisors

Kiamo enables each advisor to manage calls, emails, chats, SMS, WhatsApp, or social media from a single interface. This ergonomics makes the solution easy to use and reduces training time. Kiamo has also developed connectors to integrate seamlessly with DialOnce solutions, providing users with AI features such as a conversational AI agent, visual IVR, mailbot, and augmented advisor.

Intelligent flow orchestration

Its distribution engine analyzes incoming requests in real time to route them to the right advisor, at the right time, based on business rules, agent availability, and the channel used. This dynamic logic ensures a higher first-contact resolution rate, reduces unnecessary transfers, and guarantees a smooth and consistent customer experience.

A sovereign solution, GDPR-compliant

In an uncertain international context where data protection is becoming strategic, Kiamo has chosen French-based hosting with cloud partners not subject to extraterritorial U.S. regulations such as the Cloud Act. This is a mark of trust for IT leaders, DPOs, and public or sensitive organizations (banking, insurance, healthcare).

A transparent and scalable business model

Kiamo offers a flexible subscription model, tailored to the number of users and activated channels, ensuring cost control, progressive scaling, and a fast return on investment.

Equipping your business with a CCaaS solution has now become a genuine strategic advantage for any organization that places customer satisfaction, operational efficiency, and regulatory compliance at the heart of its strategy.

In the face of rising customer expectations and the growing complexity of omnichannel journeys, French companies have everything to gain by adopting a sovereign, high-performance, and proven solution.