Contact Center-as-a-Service (CCaaS) is a cloud-based customer engagement solution, which enables omnichannel conversations through a contact center provider’s software.
CCaaS is increasingly becoming the go-to option for contact centers as it provides scalability and flexibility to only pay for technology required, thereby reducing the need for internal IT resources.
Using a CCaas model can provide:
- Omnichannel customer engagement
- Data analytics and reporting insights
- Customizable self-service capabilities
- Increased first contact resolution
- Reduced operational costs
- Skills-based routing
- Improved contact center performance
A CCaaS model allows businesses across every vertical – finance, retail, on-demand, and more – to communicate with their customers on their preferred channel, at the right time. It simplifies the contact center technology to meet business objectives and provide great customer experiences.