CX | CUSTOMER EXPERIENCE

CCaaS

Contact Center as a Service

Because CCas is cloud-based, it delivers all necessary tools and software a contact center requires via the cloud.

The contact center determines if you keep customers or lose them forever. As consumer technology evolves, your organization needs to evolve with it. Agile companies or companies focused on growth can’t scale easily with older systems, so they are choosing CCaaS solutions that lower felt friction by your customers and your reps who often feel “trapped” inside your older systems. 

What is CCaaS?

CCaaS is short for Contact Center as a Service. Because CCas is cloud-based, it delivers all necessary tools and software a contact center requires via the cloud. Features like call routing, recording, and management systems are included, but CCaaS gives your CX team the option to expand functionality quickly. 

CCaas features also include analytics and customer experience tracking, call management systems, virtual assistants, artificial intelligence, intelligent IVR and call routing, CRM integrations, and workforce optimization and management. 

Adding these features is quick because no hardware is required. Using the cloud for your CX removes the requirement for your IT team to install complex hardware or provisioning. 

Featured
Connection Over Silos: What Technology Leaders Must Get Right About Customer Experience
Customer Experience, Insights, Stacey Sherman, Summit
Connection Over Silos: What Technology Leaders Must Get Right About Customer Experience
Customer Experience, Insights, Stacey Sherman, Summit

Stacy Sherman, founder of Doing CX Right, took the stage at the Portland Summit to deliver a powerful message for technology leaders: IT and security are not just support functions. When leaders break silos, align goals, and strengthen connection across teams, they turn technology into a true competitive advantage.

Customer Experience, Insights, Stacey Sherman, Summit

CCaaS options for remote workers

Expertly designed CCaaS systems work with your existing tech stack, extending securely off-site to your external devices. CCaaS simplifies the process of building or expanding your contact center, positioning your company to grow quickly anywhere in the world. 

CCaaS Investment

Because CCaaS runs in the cloud as a software solution, the initial cost investment into your CX strategy can be lower than over legacy contact centers. CIOs also appreciate the predictable monthly cost and elimination of maintenance or downtime as most CCaas and CX solution providers have uptime guarantees. 

CCaaS supports culture: IT leaders can see a better overview of how remote workers and office workers are operating and integrate gamification to accommodate company cultures and incentive plans.

CCaaS customer journey mapping: As companies gather CX data, CCaaS offers useful insights to reduce customer wait times and deliver quality service.

AI and Virtual Assistants: CCaaS supports speech recognition services to track stress or concern in a voice to determine when an agent needs extra help, and AI can also track frequently asked questions and use natural language processing (NLP) to contextualize helpful menus for the agent.