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?

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