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CCaaS
Home » CCaaS

CCaaS

posted on April 16, 2022

CCaaS means “contact center as a service” or “call center as a service”. CCaaS platforms are cloud-hosted contact center platforms which can be delivered to contact centers over the Internet (as a service).

CCaaS implementations allow call centers to quickly stand up and manage highly sophisticated customer service and sales call centers without the expense and complexity of on-premise hardware and equipment.

CCaaS platforms are provided by all of the major contact center software providers as well as a whole new generation of startups. A typical CCaaS platform offers a cloud based ACD, IVR, reporting tools, and often, outbound dialers.

Typically, CCaaS platforms are hosted in secure cloud environments such as those provided by Amazon Web Services (AWS), Google Cloud Platform (GCP) and Microsoft Azure, although some providers deploy their CCaaS offerings through private clouds.

Another type of a communications platform as a service is unified communications as a service (or UCaaS).


Related Definitions:

  1. eGain eGain is an award-winning, customer-focused contact center solutions provider that helps contact professionals and call centers deliver exceptional customer service that results in a competitive edge. The company offers the industry’s all-inclusive suite of contact center solutions, including customer self-service applications, interactive voice response systems, unified communications (UC) and multichannel messaging solutions, call center CRMs, […]…
  2. UCaaS UCaaS is an acronym for “unified communications as a service”. UCaaS platforms are cloud delivered communications platforms that allow users (such as small, medium or large businesses) to subscribe to communications services rather than purchase or otherwise procure on premise, dedicated services. UCaaS is different than CCaaS in that UCaaS refers to “unified” communications – […]…

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