Contact Center as a Service (CCaaS)

In the XaaS category of services, CCaaS stands for Contact Center as a Service and is a platform-based solution that provides on-demand, cloud-based, and multimedia contact center tools that companies can use in place of an on-premises contact center infrastructure.

CCaaS is often a key aspect of a company’s Customer Experience (CX) strategy designed to delight end users. This may include users of a product, platform, or service. The primary function of a CCaaS is to streamline every customer touchpoint into a single platform and to ensure consistent high-quality experiences. A CCaaS solution often supports an omnichannel customer experience, which enables a company to deliver a consistent experience with end users across all channels, including phone, live chat, email, support tickets, text messages, and social media.

CCaaS tools may include:

  • Automatic Call Distribution

  • Interactive Voice Response

  • Omnichannel Analytics

  • Workforce Management

  • Performance Management

  • CRM Integration

  • Workforce Intelligence

  • Quality Management

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