Name: CCaaS|Link
Author: CommandLink

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Product Lifecycle Management (PLM)

Development

AI Document Creation

Business Intelligence (BI)

Collaboration

Enterprise

Accounting

Financial Close

Revenue Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Pay Equity

Payroll

Talent Intelligence

Talent Management

Technical Skills Assessment

Workforce Analytics

Workforce Management

Human Resources

Build Automation

C/C++ Integrated Development Environments

Cloud Storage

Compliance Consulting

Data Fabric

Data Quality

Debugging

Edge Computing

Electronic Data Interchange (EDI)

Fraud Detection

IT Service Providers

Industrial IoT

Integration Platform as a Service (iPaaS)

Managed Print

Network Performance Monitoring

Office Migration and Repair

Relational Databases

Security Analytics

Security Awareness Training

Telecom Expense Management (TEM)

Virtual Private Network (VPN)

Voice Recognition

Wireless WAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Community

Consumer Ratings & Reviews

Content Management

Digital Analytics

Email Marketing

Marketing Automation

Predictive Analytics

Social Media Management

Survey & Forms Building

Tag Management

Web Analytics

Marketing

Business Caller ID

Interactive Whiteboard

Project Management

Prototyping

Wireframing

Professional Services

Customer Relationship Management (CRM)

eCommerce

Sales

Antivirus

File Integrity Monitoring

Insider Risk Management

Security

Animal Shelter

Assisted Living

Computer-Aided Design (CAD)

Dealer Management

Library Management

Nonprofit Fundraising

Patient Engagement

Vertical-Specific

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The CommandLInk Contact Center as a Service (CCaaS) is a software based contact center technology. It is designed to scale a business's operations through omni-channel support systems, integrating and enabling all possible support routes.

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CCaaS|Link

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

CommandLink

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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CCaaS|Link

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What is CCaaS|Link?