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    Guide

    What is Contact Center as a Service (CCaaS)?

    Find out what CCaaS means, the difference between UCaaS vs CCaaS, and learn how to choose the best CCaaS Provider in this guide.

    What is CCaaS contact Center as a Service

    The concept of software as a service is nothing new, but the idea has found new levels of relevance in the post-COVID-19 era. 

    When the pandemic hit, organizations all over the planet had to quickly pivot to facilitate their employees working remotely in order to ensure continuity of business and it seems likely this pattern is going to continue even now the worst of the crisis has [hopefully] passed.

    “As the CCaaS and UCaaS markets continue their exceptional growth trajectories, businesses are gravitating to providers who can support integrated communications-as-a-service offerings,” said CEO of net2phone, Jonah Fink. “With our powerful UCaaS solutions, and our industry-leading SIP trunking service, we can provide holistic solutions that deliver unbeatable value.”

    What is CCaaS?

    CCaaS refers to the concept of hosting call center software in the cloud instead of the traditional method of hosting on-premises. This naturally allows for a far more flexible approach to call center operations.

    Not only does a CCaaS business model allow employees to work remotely, reduce downtime and maintenance, and boost customer experience, but also comes with a host of additional benefits, such as:

    • Call analytics and customer experience tracking
    • Call recording and management systems
    • Virtual assistants and artificial intelligence
    • Intelligent IVR and call routing
    • CRM integrations and other crucial extensions
    • Workforce optimization and management

    These features allow the organization which deploys CCaaS within their customer experience strategy to access real-time data into the performance of their contact centers and thus gaining the insight and justification they need to make swift, agile, and evidence-based decisions on a day-to-day basis.

     

    What is the Difference Between UCaaS vs CCaaS vs CPaaS?

    Comparing UCaaS vs CCaaS vs CPaaS reveals three remarkably similar technologies – all being essentially virtual phone systems for business. However, they do have some key differences separating them.

    UCaaS vs CCaaS vs CPaaS

    UCaaS technology streamlines and integrates your communication channels and your people. CCaaS vendors build products on APIs which are designed to work across multiple operating systems and internet browsers. Whereas CPaaS providers let you add features and functions to your own existing products or applications.

    UCaaS vs CCaaS

    Unified communications as a service technology is most frequently used for streamlining and digitizing internal communications via a cloud PBX, whereas contact center as a service is designed with enhancing inbound and outbound business channels in mind – particularly those revolving around customer service and sales.

    CPaaS vs CCaaS

    One of the main advantages of CCaaS is that it allows contact center professionals to make and receive communications from within a single unified application. However, communications platform as a service technology, uses APIs to connect multiple applications from varying providers.

    Types of Contact Centers: Cloud-Based vs On-Premises

    On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit. Find the key differences between cloud and on-premise call centers and decide which is the best fit for your business. 

     

    On Premises

    Cloud Hosted

    Time to Market

    Set up can take longer due to purchase and installation of hardware.

    Only requires apps to be installed and an internet connection.

    Cost

    Wide ranging upfront costs for hardware, licenses, and on premises servers.

    Minimal costs due to technology being hosted in the cloud.

    Scalability

    More time, effort, and money required to add additional hardware.

    New lines and functionality can be added with a few clicks.

    Reliability

    On site hardware may improve lag and/or call quality.

    Call quality concerns mitigated by quality of provider and internet connection.

    Maintenance

    Many points of failure due to on site hardware.

    All maintenance of servers handled by provider.

    What’s the Difference Between Call Center vs Contact Center?

    Call Center vs Contact Center

    As the name suggests, call centers interact with customers and other companies through phone calls only. Alternatively, a contact center will use multiple channels such as voice, email, text, instant messaging, etc. to engage with its audience.

    There are clear advantages when it comes to the contact center model vs call centers. With people preferring to have multiple options when communicating with brands - the average customer now uses ten different channels to communicate with companies. Contact centers have a clear advantage when it comes to meeting customers where they are and meeting their needs with the minimum amount of friction possible.

    66% of service professionals are seeing an increased number of contacts through digital channels adding further weight to the argument that brands need to offer multiple communication options to their customers.

    What Are The Features and Benefits of CCaaS?

    There are many CCaaS features which make the technology a great option for any business looking to better meet the expectations of its customers and empower its customer facing teams to better meet their needs.

    Not only does a CCaaS business model allow employees to work remotely, reduce downtime and maintenance, and boost customer experience, but also comes with a host of additional benefits, such as:

    • Call analytics and customer experience tracking
    • Call recording and management systems
    • Virtual assistants and artificial intelligence
    • Intelligent IVR and call routing
    • CRM integrations and other crucial extensions
    • Workforce optimization and management
    • Web calls
    • Free VoIP international calls
    • Virtual Fax solution
    • Microsoft Teams integration

    These features allow the organization which deploy CCaaS within their customer experience strategy to access real-time data into the performance of their contact centers and thus gaining the insight and justification they need to make swift, agile, and evidence-based decisions on a day-to-day basis.

    Choose the Best Contact Center as a Service Providers

    With CCaaS growing in demand, we are going to see an increasing number of unified communications providers offering the concept as part of their larger product portfolio. 

    Those customer facing CCaaS provider brands which want to compete effectively in this new and rapidly shifting landscape would do well to consider adopting this innovative cloud-based tech into their existing contact center strategy.

    If you want more information about CCaaS get in touch with net2phone today.