The power of customer-provider partnerships in CCaaS

Businesses relying on CCaaS need more than just technology—they need partners who truly understand their unique challenges and goals. This deeper collaboration is a vital component in driving growth, enhancing customer satisfaction, and future-proofing operations.

Check out this blog post to explore:

• Why collaboration is key in CCaaS 
• What outstanding results deep partnerships bring
• How VCC Live aims to further strengthen client success 
• What key role you might play in all of the above

Why business-provider collaboration matters

A CCaaS provider does much more than offer cloud-based solutions. The most successful providers actively work with customers to identify pain points and help them tackle both current and future challenges. 

Technology and beyond

For example, by integrating customer communication across multiple channels (email, chat, voice), CCaaS providers create unified, seamless interactions that boost customer satisfaction and loyalty. Additionally, CCaaS systems help teams work remotely and access real-time data for better decision-making, which keeps businesses agile, especially during unexpected events like the pandemic​.

But the magic happens when providers go beyond the technology. 

By analyzing customer data and understanding individual business needs, providers can recommend strategies that align with long-term growth plans. 

Just to mention a few examples:

• After partnering with VCC Live, outsourced contact center provider Protocall was able to improve resource management, increase the number of successful calls per hour and save 9 hours by detecting 600 calls in just a few days.

• Since collaborating with VCC Live, sporting goods retailer Decathlon has been able to maintain a <5% call abandonment rate, which is considered excellent by industry standards. 

• To convert late payments to instant over-the-phone transactions, Vodafone introduced VCC Live Pay to its customers. Within just a year, 42% of payments were made during calls, and Promise Kept Rate significantly improved. 

Empowering internal teams

Strong partnerships with a CCaaS provider also empower internal teams. 

By offering tools that facilitate better performance tracking, personalised service, and even AI-driven insights, CCaaS platforms enhance operational efficiency. Whether it’s ensuring agents have the resources they need or delivering actionable data to management, these systems create a more responsive and agile work environment​.

Our Commitment to Partnership: Meet the SaaS Account Manager

At VCC Live, we understand how important deep, collaborative partnerships are for our clients’ success. 

That’s why we’re taking things a step further by introducing a new role: the SaaS Account Manager. This role is designed to focus exclusively on supporting our customers’ long-term goals, helping them overcome challenges, and driving even greater results from their CCaaS solutions.

With a dedicated Account Manager, our customers will have a trusted partner who not only understands their immediate needs but also looks ahead to future opportunities. This new role is about ensuring we’re always there to help customers maximize their potential—because when our customers succeed, we succeed.

If you’re passionate about helping businesses thrive and want to play a key role in the future of customer engagement, we invite you to explore our new SaaS Account Manager position. 

Join us in making a lasting impact!