What is Contact Center as a Service? (CCaaS)

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What is Contact Center as a Service?

Contact Center as a Service (CCaaS) refers to software packages that contain everything a business needs to start a contact center. 

These cloud-based systems include features like:

They are popular because they allow businesses to start a contact center with little more than a computer and a headset. 

There’s no need for costly phone lines or hardware, and you can start with just one or two agents and scale as you grow. 

You can even use these tools to create a cloud contact center that lets agents work from anywhere – whether that’s your office, a coworking space, or their home.

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CCaaS has many benefits: These are the most important

You can start a contact center with low up-front costs

CCaaS solutions allow businesses to set up a fully functional contact center for the price of a software subscription. 

You don’t need complex hardware or phone lines because the tools handle calls with Voice over Internet Protocol (VoIP) technology. 

As well as being low cost, they are easy to set up. A small business can sign up for a CCaaS platform and have a contact center up and running in just a matter of hours. 

They are easy to scale

It’s easy to scale a contact center using CCaaS tools. You can start with just a single seat and then add more as your needs expand. This makes it perfect for startups and scaling companies. 

These tools aren’t just for small businesses, however. Many enterprise-level contact centers use CCaaS tools to run their entire operation.

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They are location independent

As CCaaS tools are cloud-based, you and your employees can access them anywhere with an internet connection. 

This has several benefits:

  • Employees can work remotely
  • You don’t have to reinstall hardware if you move office
  • You can add more seats without being held back by office space
  • You can hire in other timezones to cover different shifts
  • You can hire in lower-cost regions to save money

You don’t need a tech team 

All technical maintenance of CCaaS software is covered by the service provider. This means you don’t need to hire expensive tech help to keep your systems running. 

Take software updates as an example. If there’s a bug in the software, the CCaaS provider will fix it on their end and then update the software in the cloud. 

The fix is then instantly rolled out to all customers, without them having to lift a finger. 

It’s a quick way to omnichannel service

As CCaaS software is cloud-based, it can easily connect with other cloud-based tools and services. 

This makes it possible for your contact center to offer a connected omnichannel customer experience across multiple platforms. 

You can collect data from email, SMS, social channels, and website chatbots and respond to requests from all channels within a single platform. 

You can roll out automation across any tool

Connecting multiple channels doesn’t just enable data sharing; you can also use this to automate processes across your contact center system. 

For example, you can automatically collect call data within a connected CRM or help desk solution. Or you can push information from a customer profile alongside a call ticket. 

4 questions to ask when choosing a CCaaS tool

#1. Does it have the features I need?

While most CCaaS systems offer a similar feature set, none are exactly the same. 

Consider the features you need, such as IVR, routing, or ACD, and make sure the solution you choose meets these needs. 

Also, consider your business type. Some CCaaS tools are suitable for startups, while others have features that benefit large enterprises. 

#2. Will it integrate with my existing tech stack?

The best tools integrate with other platforms via APIs. Ensure the CCaaS tool you choose works with the software you use. 

If you’re an existing contact center looking to switch to a CCaaS, you may still use legacy systems without open APIs. In this case, you’ll need to choose a CCaaS provider that will work with you to connect these tools to your cloud contact center.

#3. What telephony services does it offer?

CCaaS platforms typically offer VoIP phone numbers you can use to let people contact you. 

The best CCaaS platforms are multi-carrier, which means you aren’t reliant on just a single VoIP provider to keep operations running. 

#4. Is it easy to use?

Features like IVR, ACD, and cross-platform automation are incredibly useful. But they aren’t always easy to set up. 

Choose a CCaaS tool with a No-Code process builder as these allow anyone in your team to create advanced workflows, not just people with programming knowledge. 

Great customer support will also help you set your system up in a way that makes sense for your business. 

CCaaS simplifies call center setup

Ultimately, CCaaS makes setting up a call center far easier than it used to be. 

You can run your entire call center from the cloud which removes the need for expensive hardware and phone lines. What’s more, you’ll enable modern features like omnichannel service and integration with other tools.

To find out more about running a cloud contact center, read our guide to the topic.

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