Contact Center as a Service – CCaaS

What is a contact center as a service?

A contact center as a service (CCaaS), also known as hosted contact center, is a cloud-based customer support solution that allows companies to purchase only the technology they need with a subscription model. Enterprises choose this solution to reduce support costs, IT team, and integration because CCaaS is typically provided by a vendor with no on-premise hardware solution required. This telephony technology comprehends several advantages, including those inherent to cloud deployment as well as flexibility in the contact center functionalities. The main advantages are:

• The assets are managed by a service provider that takes care of all the required updates. So there’s no upfront cost for the customer
• Cloud-based contact center is better in the event of the adoption of advanced applications than on-premises contact centers
• Eterprises will be facilitated by the cloud access when moving to sophisticated technologies such as Artificial Intelligence
• Cost savings, generally speaking, a CCaaS is less expensive than an on-premise contact center
• For compliance reasons, hybrid architectures can be implemented together with an existing on-premises contact center
• Flexibility and scalability of resources
• Improved CX for users