CCaaS (Contact Center-as-a-Service)

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.