3CLogic_Logo
Get a demo
  • Contact Us
search 3CLogic.com
  • Product
    • Features
      • Voice-Enabled Self-Service
      • CTI
      • IVR Designer
      • IVR Analytics
      • Speech Analytics
      • SMS
      • Reporting
      • Automated Dialers
    • Deployment Options
      • 3CLogic Total Cloud
      • 3CLogic Hybrid Cloud
      • 3CLogic Cisco Connector
      • 3CLogic Avaya Connector
      • 3CLogic Genesys Connector
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
      • Customer Service Management
      • ITSM
      • Human Resources
    • Microsoft
      • Dynamics 365 CRM
      • Microsoft Teams
    • Sugar CRM
    • SAP
    • Other
      • Infusionsoft
      • Monet
      • Salesforce
      • Verint
      • Zoom
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
3CLogic
Get a demo
search 3CLogic.com
close off-canvas menu
  • Product
    • Features
    • Deployment Options
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
    • MS Dynamics
    • Sugar CRM
    • SAP
    • Other
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
  • Contact Us
Get a demo
3CLogic
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
3CLogic's Contact Center Blog

SaaS Contact Center Software, the quick and dirty!

Posted by David Rastatter on Dec 9, 2013 12:00:00 PM
  • Tweet

So what is software-as-a-service (SaaS)?

After being immersed in the contact center arena for quite some time, I have found that people are still having trouble grasping what software-as-a-service really is. Software-as-a-service, also known as SaaS, is an on demand software. The software is hosted in the cloud and a web browser acts as the medium for the customer to access it.

Think of it like renting an apartment, as opposed to owning one. Your landlord or property management company handles all of the maintenance headaches such as plumbing issues, broken air conditioning units, and changing light bulbs, while you enjoy the benefits of living in the apartment. SaaS can be seen as the same thing. It allows the customer to enjoy the product without worrying about the behind the scenes maintenance including updates and fixes. The customer uses the software, but its ‘skeleton’ remains unseen.

Saas contact center software

With the emergence of the cloud, contact center software and premise based solutions are creating a hybrid technology. It has become a blend of an on-demand solution and a product. True SaaS solutions in the contact center world are beneficial to the client because the customer doesn’t have to manage the software or understand the technology to use it. Let’s face it, most consumers are experts on using the technology, but don’t understand why it does what it does. The key to having a successful solution is by providing the best technology and service to the user without asking them to do too much or worry about understanding the architecture. It’s quite simple, the better the technology, the less I have to understand.

As I was getting coffee this morning, I told a co-worker about my short and sweet blog, he mentioned that  'saas' in Indian, means mother-in-law. Food for thought....

 

See our contact center software in action!

3CLogic and LeadMaster Live Webinar

 

 

Topics: cloud based solution, call center software features, call center software, customer support, software, SaaS

David Rastatter

Written by David Rastatter

Subscribe by Email

Recent Posts

Posts by Topic

  • customer service (68)
  • call center (65)
  • contact center (54)
  • call center software (35)
  • contact center software (31)
  • crm integration (30)
  • cloud based contact center (21)
  • cloud call center (21)
  • contact center solution (21)
  • cloud based call center (19)
  • customer support (19)
  • CRM (18)
  • best business practices (17)
  • cloud based solution (16)
  • multichannel contact center (16)
  • cloud based (15)
  • customer experience (15)
  • VTAG (13)
  • call center software features (13)
  • multichannel communications (12)
  • remote agents (12)
  • SaaS (11)
  • inbound (11)
  • ServiceNow (10)
  • call center scalability (10)
  • multichannel call center (10)
  • outbound (10)
  • scalability (10)
  • cloud customer service (9)
  • cloud security (9)
  • sales (9)
  • social media (9)
  • SugarCRM (8)
  • cloud customer support (8)
  • customer service management (8)
  • customer service team (8)
  • first call resolution (8)
  • self-service (8)
  • voice platform (8)
  • 360 view (7)
  • IVR (7)
  • cloud call center solution (7)
  • customer satisfaction (7)
  • grid computing (7)
  • omnichannel (7)
  • outbound sales (7)
  • small business solution (7)
  • technical support (7)
  • technology (7)
  • B2B marketing (6)
  • IVR technology (6)
  • Inside sales (6)
  • agent retention (6)
  • cloud computing (6)
  • crm software (6)
  • employee retention (6)
  • redundant systems (6)
  • software (6)
  • telephony CRM integration (6)
  • CTI (5)
  • VOIP (5)
  • at-home agents (5)
  • big data (5)
  • fully redundant software (5)
  • hybrid cloud (5)
  • interactive voice response (5)
  • software support (5)
  • work from home (5)
  • CSM (4)
  • WebRTC (4)
  • artificial intelligence (4)
  • call blast (4)
  • cloud (4)
  • cloud contact center (4)
  • contact channels (4)
  • customer engagement (4)
  • customer relationship (4)
  • no centralized server (4)
  • pci compliance (4)
  • predictive dialer (4)
  • sales campaign (4)
  • service management (4)
  • tcpa (4)
  • tcpa compliance (4)
  • virtual agents (4)
  • voice (4)
  • COVID19 (3)
  • Knowledge16 (3)
  • ServiceNow CTI (3)
  • agent training (3)
  • blended contact center software (3)
  • call center solutions (3)
  • chat (3)
  • cold calling (3)
  • contact center solutions (3)
  • contact center technology (3)
  • custom crm integration (3)
  • digital transformation (3)
  • digital workflows (3)
  • digitaltransformation (3)
  • edge computing (3)
  • increased call volume (3)
  • mobile (3)
  • multichannel (3)
  • outbound call center (3)
  • outbound campaign (3)
  • public cloud (3)
  • reliability (3)
  • reporting and analytics (3)
  • service delivery (3)
  • small contact center software (3)
  • social customer care (3)
  • text (3)
  • virtual assist (3)
  • voice AI (3)
  • voip crm integrated contact center (3)
  • B2C (2)
  • DX (2)
  • IVR menu (2)
  • SugarCon (2)
  • agent attrition (2)
  • agent coaching (2)
  • agent productivity (2)
  • agent turnover (2)
  • auto-attendant for call center (2)
  • best practices (2)
  • business intelligence (2)
  • call center agent (2)
  • call center compliance (2)
  • call center scripts (2)
  • call center solution (2)
  • call handling procedures (2)
  • call scripts (2)
  • contact center integrations (2)
  • customer service experience (2)
  • customer service trends (2)
  • database management integrations (2)
  • dynamic scripting (2)
  • email (2)
  • employee engagement (2)
  • employee turnover (2)
  • fault tolerance (2)
  • fog computing (2)
  • gamification (2)
  • high call volume (2)
  • integration (2)
  • intelligent routing (2)
  • knowledge base (2)
  • knowledge management (2)
  • kpis (2)
  • lead tracking (2)
  • machine learning (2)
  • personalizing customer service (2)
  • saas integrations (2)
  • sales prospecting (2)
  • sentiment analysis (2)
  • speech analytics (2)
  • third-party integrations (2)
  • work force management (2)
  • workforce management (2)
  • workforce optimization (2)
  • ASA (1)
  • CTI Connector (1)
  • Cloud Communication (1)
  • FCR (1)
  • ITSM (1)
  • Internet of Things (1)
  • IoT (1)
  • Knowledge18 (1)
  • Microsoft Dynamics (1)
  • Microsoft Teams (1)
  • Millennial Consumers (1)
  • Natural Language Processing (1)
  • On-Premise (1)
  • PCI (1)
  • Product Launch (1)
  • SLA (1)
  • after call work (1)
  • attriction rate (1)
  • auto-dialer (1)
  • bad customer service (1)
  • banking industry (1)
  • bpo (1)
  • business technology (1)
  • call abandonment (1)
  • call center management (1)
  • call center reporting (1)
  • call center security (1)
  • call center technology (1)
  • call routing (1)
  • call volume (1)
  • call-back (1)
  • cloud contact center solution (1)
  • computer telephony integration (1)
  • contact center attrition (1)
  • contact center trends (1)
  • crm integrator (1)
  • cross-sell (1)
  • customer journey (1)
  • customer loyalty (1)
  • customer service metrics (1)
  • customer service rep (1)
  • cx (1)
  • data recovery (1)
  • employee recognition (1)
  • employee satisfaction (1)
  • engaging work environment (1)
  • enterprise communications (1)
  • financial services industry (1)
  • frustrating customer service (1)
  • help center (1)
  • high attrition (1)
  • hold times (1)
  • holiday customer service (1)
  • holiday season (1)
  • hyrbird cloud (1)
  • improve customer service (1)
  • inbound calls (1)
  • inbound contact center (1)
  • infusionsoft dialer software (1)
  • interactive voice response menu (1)
  • lead conversion (1)
  • marketing automation (1)
  • mobile trends (1)
  • multichannel customer care (1)
  • multichannel customer service (1)
  • news (1)
  • on hold (1)
  • personalized customer service (1)
  • preview dialer (1)
  • real-time chat (1)
  • remote contact center (1)
  • reporting (1)
  • sales best practices (1)
  • sales team (1)
  • sales tools (1)
  • salesforce dialer software (1)
  • security (1)
  • service level (1)
  • skills based routing (1)
  • social care (1)
  • sugarcrm integrator (1)
  • tcpa regulations (1)
  • telemarketing (1)
  • time in queue (1)
  • voicemail (1)
  • wait on hold (1)
  • waiting on hold (1)
  • web self service (1)
  • webinar (1)
  • wfo (1)
  • workforce flexibility (1)
  • zoho dialer software (1)
See all
  • Computer Telephony Integration (CTI)
  • IVR Analytics
  • Speech Analytics
  • Reporting
  • Automated Dialers
  • Customer Service
  • IT Support
  • Human Resources
  • Sales & Marketing
  • Contact Center
  • ServiceNow
  • Microsoft
  • Sugar CRM
  • SAP
  • Universal CTI
  • Others
3CLogic-footer-logo
9201 Corporate Blvd., Suite 470
Rockville, MD 20850
(800) 350-8656
info@3CLogic.com
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
  • Sitemap
  • Privacy Policy
  • Terms of Use
© Copyright 2021 by 3CLogic. All rights reserved.
Now Certified App Availble on Microsoft AppSource Salesforce Partner Logo
Now Certified App Availble on Microsoft AppSource
  • Sitemap
  • Privacy Policy
  • Terms of Use
© Copyright 2020 by 3CLogic. All rights reserved.