Contact Center as a Service

What is Contact Center as a Service?

Contact Center as a Service (CCaaS) is a software deployment model that provides companies with the necessary tools and infrastructure to set up and manage their customer contact centers. Most commonly deployed as a cloud-based CX solution, CCaaS enables businesses to access contact center functionalities through the internet from a service provider, instead of hosting and maintaining on-premise contact center infrastructure.

CCaaS offerings typically include a range of features, such as automatic call distribution, interactive voice response (IVR), workforce management, reporting and analytics and integration with customer relationship management (CRM) systems.

When it comes to managing infrastructure, some companies may elect to rent from a provider, while others may decide to purchase their own and outsource its maintenance to a CCaaS partner. Alternatively, a hybrid approach that incorporates both owned and managed infrastructure may also be available.

Benefits of Contact Center as a Service

The benefits of a CCaaS solution include:

• Cost effectiveness: CCaaS eliminates the need for companies to invest in expensive on-premise hardware and software, and the associated maintenance costs. Additionally, leveraging vendor supplied software reduces the need for internal IT support, enabling staff to focus on other initiatives.
• Flexibility: CCaaS solutions empower brands to quickly implement additional features, functionalities and channels to adapt to evolving operational requirements. The cloud-based deployment of a CCaaS solution also facilitates remote work, as agents can access the system from anywhere with an internet connection.
• Enables an omnichannel ecosystem: Agents can monitor and respond to conversations from various platforms in a single location. This not only streamlines customer engagements, but also eliminates the requirement for multiple tools and applications.
• Improved employee experience: CCaaS lends itself to greater opportunities for automation and streamlined workflows. Additionally, real-time access to customer data helps agents personalize their interactions and provide more effective support.