What is CCaaS (Contact Center-as-a-Service)?

Contact Center-as-a-Service (CCaaS) is a cloud-based customer engagement solution that 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 the technology required, thereby reducing the need for internal IT resources.

A CCaaS model allows businesses across every vertical – finance, retail, transportation, and more – to communicate with their customers on their preferred channel at the right time. It simplifies contact center technology to meet business objectives and provide outstanding customer experiences.

What are the benefits of CCaaS?

Using a CCaaS model can provide the following:

  • 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

What is the difference between CCaaS and UCaaS?

UCaaS (Unified Communications-as-a-Service) unifies the company’s communications applications in one cloud-based platform. CCaaS also facilitates multichannel communications through a single cloud-based platform.

The main difference between UCaaS and CCaaS is that CCaaS focuses more on helping businesses connect with their potential clients and customers in the channels they want. In contrast, UCaaS focuses more on internal communications and collaboration.

Jan 30th, 2022
2 min read

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