AI-powered cloud contact center that scales with your business

Cloud contact center software (also called CCaaS – Contact Center as a Service) is a platform hosted in the cloud that enables businesses to manage customer interactions across many channels, without requiring on-premises hardware or infrastructure. Unlike traditional call center systems, cloud contact center software scales instantly, receives continuous updates, supports remote agents, and integrates with CRM and CDP systems for a unified view of every customer.

A traditional call center is a voice-only operation running on on-premises hardware, limited to a fixed location and fixed capacity. A cloud contact center extends this to support digital channels (email, chat, messaging apps, social media) from any location, on any device, using internet-based infrastructure managed by the provider. The shift from call center to cloud contact center reflects the broader change in how customers want to communicate, moving from voice-first to channel-of-choice.

Contact Center as a Service (CCaaS) is a cloud delivery model in which a provider hosts and operates all the infrastructure, software, and tools needed to run a customer contact center. Businesses access the platform via subscription, paying per agent or per interaction, without capital investment in hardware or software licenses. The provider handles uptime, security, compliance, and feature updates, while the business configures its own routing rules, agent teams, and communication channels. Integrated within AgentOS, Infobip’s CCaaS goes far beyond traditional contact center capabilities. Because it runs natively on the same platform that powers all customer and AI interactions, agents can see every touchpoint in one place – from chat, email, voice, and messaging apps to bot conversations and AI-generated insights. This unified layer means no switching systems, no missing context, and no disconnected data. Instead, every interaction is enriched with behavioral signals, conversation history, and cross-channel context, enabling agents to operate with complete clarity and resolve issues faster and more efficiently.

CCaaS (Contact Center as a Service) is built for managing customer interactions across inbound and outbound channels. UCaaS (Unified Communications as a Service) is built for internal employee communication and collaboration – voice, video, and messaging between teams. CPaaS (Communications Platform as a Service) provides the raw API infrastructure developers use to build custom communication features into any application. Infobip’s CCaaS also includes fully native communication channels, from chat apps and messaging to voice and video, all running directly on the Infobip platform. Because these channels are built natively (rather than relying on third-party add-ons), businesses get higher reliability, unified context across interactions, and seamless escalation between bots, AI agents, and human agents without losing conversation history.

A basic cloud contact center deployment – including channel configuration, routing rules, and agent setup – can be completed in days for smaller teams. Enterprise deployments with multi-market configurations, CRM integrations, custom routing logic, and data migration from existing on-premises systems typically take four to eight weeks.

Yes. Cloud contact center software requires only an internet connection and a supported device – your agents can work from home, in a branch office, or in the field. With Infobip’s cloud contact center, your support agents can use a mobile app to access full conversation history, customer context, and all essential tools directly from their phones, ensuring seamless support wherever they are.

Infobip’s cloud contact center software supports GDPR and CCPA data privacy requirements, HIPAA for healthcare providers, and local data residency requirements for multinational operations. Check our certificates here.

Cloud contact center software integrates with CRM systems to give agents a unified view of customer history, account data, and previous interactions during a live conversation. Standard integrations include Salesforce, Microsoft Dynamics 365, HubSpot, Oracle CRM, and ServiceNow. Infobip takes this further: rather than pulling data from an external CRM only, it also enriches agent context with CDP data. Our solution incorporates behavioral data, segmentation, and messaging history across all channels – giving agents a more complete view than any standalone CRM integration can provide.

An AI-powered contact center uses artificial intelligence to automate customer interactions, route inquiries intelligently, and assist human agents in real-time. AI handles routine queries autonomously while seamlessly escalating complex cases to human agents with full conversation context.

AI automates up to 80% of routine inquiries such as FAQs, order status, account updates, reducing the volume reaching human agents. This lowers cost per interaction, reduces handle time, and allows teams to scale without proportionally increasing headcount.

Yes. Infobip’s enterprise-grade AI contact center offers 99.95% uptime SLA, regional data residency, SOC 2 and ISO 27001 compliance, and scales to millions of interactions across 40+ global data centers, supporting high-volume customer operations without performance degradation.

AI accesses unified customer profiles and interaction history in real-time, enabling accurate intent recognition and faster resolution without transfers. When human agents are involved, AI copilot provides instant context and guidance, reducing back-and-forth and improving first contact resolution rates.

Yes. Infobip’s AI voice agents handle inbound and outbound calls using natural language processing, answering questions, verifying identity, processing requests, and routing calls intelligently based on intent and customer data.

Omnichannel routing automatically directs customer inquiries from any channel, voice, chat, email, WhatsApp, SMS to the most appropriate agent or AI based on skills, availability, customer history, and priority. All interactions are visible in a single unified interface.