Contact Center as a Service (CCaaS)
What is CCaaS in telecom? Learn all you need to know about CCaaS here.
What is CCaaS?
CCaaS stands for Contact Center as a Service. APIs (application programming interfaces) are used by CCaaS vendors to build their products across several operating systems and Internet browsers. In general, Gartner defines CCaaS as including:
- Automated call distribution
- IVR / Virtual Attendant
- Reporting and analytics
- Call recording feature suite
- Live monitoring and agent coaching feature suite
- Softphone for inbound and outbound calls
Platforms and calls are hosted by CCaaS providers, and an excellent provider will update its software regularly. The platform is cloud-based, just like UCaaS and CPaaS, so there is no need for hardware.
Benefits of CCaaS
Quick startup: CCaaS providers often advertise their software as "out of the box" or "plug and play," which means a company can start using its CCaaS offering as soon as it is installed on its devices.
Value: CCaaS offers a significant cost savings over on-site phone systems because there is no need to invest in hardware, server space, or special labor. They're ideal for startups and nonprofits.
Feature Variety: A typical CCaaS platform offers the ability to make voice, text, or video calls, so your customers can reach you in a variety of ways.
Advanced Analytics: Companies can track calls, review call content, and monitor agent performance with CCaaS.
Interested in Learning More?
AVOXI is the cloud communication platform of choice for enterprises and companies with international markets. The road to modernized communications has never been easier, learn what AVOXI can do for you today.