What is included in CCaaS?

Contact Center as a Service (CCaaS): The Complete Guide

What is included in CCaaS

Understanding Contact Center as a Service (CCaaS)

In today’s highly competitive business world customer service is an essential factor in achieving the success of a business. Companies are striving to provide seamless, efficient, effective, and personal customer service to keep an edge over competitors. To keep up with the demands of today numerous companies are looking to Contact Center as a Service (CCaaS) solutions. What is included in CCaaS and how does it help transform your customer service processes? Let’s take a look at the core elements of CCaaS.

What is included in CCaaS?

What is included in CCaaS? Here’s a list of what’s typically included in CCaaS:

  • Multichannel Communication: CCaaS platforms offer support for multiple communication channels such as voice, email, chat, SMS, and social media. This allows customers to interact with the contact center through their preferred channel.
  • Interactive Voice Response (IVR): IVR systems enable automated routing of incoming calls and help customers self-serve by providing menu options and information before connecting them to an agent.
  • Automatic Call Distribution (ACD): ACD systems route incoming calls to the most appropriate available agents based on factors like skills, workload, and priority.
  • Call Recording: CCaaS solutions often include call recording capabilities for quality assurance, compliance, and training purposes.
  • Analytics and Reporting: Advanced reporting and analytics tools provide insights into contact center performance, customer behavior, and agent productivity.
  • Real-time Monitoring: Supervisors and managers can monitor live calls and agent activities to ensure quality and efficiency.
  • CRM Integration: Integration with Customer Relationship Management (CRM) systems allows agents to access customer data, history, and preferences, enabling more personalized interactions.
  • Workforce Management: Tools for scheduling, forecasting, and managing agent workloads to optimize staffing levels and productivity.
  • Outbound Dialing: CCaaS platforms often include outbound calling capabilities for tasks like telemarketing, appointment reminders, and follow-up surveys.
  • Omni-Channel Support: Seamless integration of various communication channels to provide consistent and unified customer experiences across channels.
  • Scripting and Guided Interactions: Pre-defined scripts and guided workflows help agents handle customer inquiries more effectively.
  • AI and Chatbots: Many CCaaS solutions incorporate artificial intelligence (AI) and chatbot capabilities to handle routine inquiries and assist agents in real-time.
  • Call Queuing: The ability to hold and manage incoming calls in a queue until an agent becomes available.
  • Security and Compliance: Robust security features to protect customer data and ensure compliance with industry regulations.
  • Scalability: CCaaS platforms are designed to scale easily, allowing organizations to adjust their contact center size and capabilities as needed.
  • Remote Agent Support: Support for remote or distributed agents, enabling flexibility in workforce management.
  • Customer Feedback and Surveys: Tools for collecting customer feedback and conducting satisfaction surveys.
  • Knowledge Base: Access to a knowledge base of information to help agents quickly find answers to customer inquiries.
  • Self-Service Options: Integration of self-service options, such as FAQs and automated responses, to reduce agent workload.
  • Integration APIs: APIs and connectors to integrate with other business applications and systems.

CCaaS services vary between providers, and businesses can select the options and features that match their requirements. The purpose of CCaaS is to improve the customer experience, simplify operations and increase the overall satisfaction of customers.

What is CCaaS?


CCaaS is also known as Contact Center as a Service is a cloud-based contact center service that can provide companies with a wide range of options for managing interactions with customers. CCaaS solutions are usually hosted by a third-party service; this means that companies are not required to buy their own hardware or software.

Top Benefits of CCaaS

Contact Center as a Service (CCaaS) provides numerous advantages to companies seeking to improve the customer experience and streamline their call center operations. Here are a few advantages of CCaaS:

  • Scalability: CCaaS solutions are highly scalable, allowing organizations to easily adjust the size and capacity of their contact center as demand fluctuates. This flexibility ensures that you can meet customer needs without overcommitting to resources.
  • Cost Savings: CCaaS eliminates the need for extensive on-premises infrastructure and reduces capital expenses. Organizations pay for the services they use on a subscription basis, which can lead to cost savings in terms of hardware, maintenance, and IT personnel.
  • Rapid Deployment: CCaaS platforms can be deployed quickly, often within days or weeks, compared to the longer lead times required for traditional on-premises systems. This speed-to-market is crucial for organizations needing to adapt to changing customer needs swiftly.
  • Access to Advanced Features: CCaaS providers continuously update and enhance their platforms with the latest technologies, ensuring that organizations have access to cutting-edge features and capabilities without the burden of managing and upgrading software.
  • Flexibility: With CCaaS, agents can work from virtually anywhere with an internet connection, providing a flexible work environment. This can be especially valuable for organizations that want to support remote work or operate in a distributed fashion.
  • Improved Customer Experience: CCaaS solutions enable organizations to provide a seamless, omnichannel customer experience. Customers can interact through their preferred channels, and agents have access to relevant customer data to offer personalized support.
  • Enhanced Analytics and Insights: CCaaS platforms often include robust analytics and reporting tools, allowing organizations to gain valuable insights into customer behavior, agent performance, and overall contact center efficiency. These insights can inform strategic decisions and process improvements.
  • Reduced Downtime and Improved Reliability: Cloud-based CCaaS solutions are designed for high availability, minimizing downtime and ensuring that your contact center is operational even during unexpected events or disasters.
  • Integration Capabilities: CCaaS platforms typically offer integration with other business systems, such as CRM software, to provide agents with a comprehensive view of customer data and streamline workflows.
  • Compliance and Security: CCaaS providers often have strong security measures and compliance certifications, helping organizations meet regulatory requirements and protect sensitive customer data.
  • Easy Updates and Maintenance: Software updates and maintenance tasks are handled by the CCaaS provider, reducing the burden on IT teams and ensuring that the system is always up to date and secure.
  • Global Reach: CCaaS solutions can support contact centers with a global presence, enabling organizations to serve customers in different regions with local phone numbers and multilingual support.
  • Customer Self-Service: CCaaS platforms often include self-service options, such as chatbots and interactive voice response (IVR) systems, which can help customers find answers to their inquiries without agent intervention.
  • Competitive Advantage: By providing exceptional customer service through CCaaS, organizations can gain a competitive edge and build strong customer loyalty.
  • Data Backup and Recovery: CCaaS providers typically have robust data backup and recovery mechanisms in place, ensuring data integrity and availability in case of unexpected events.

In the end, CCaaS offers organizations the flexibility, efficiency, and the tools to create exceptional customer experiences and stay competitive in today’s business environment.

Examples of how CCaaS can be used

Here are a few instances of ways that CCaaS could be utilized:

  1. Customer service: CCaaS may be used to offer customer service through many channels, such as chat, email, phone and social media. Businesses can provide customers with a seamless experience, no matter how customers contact them.
  2. Sales: CCaaS may be employed to manage sales leads and opportunities as well as to provide sales assistance to customers. For instance, businesses could make use of CCaaS to conduct outbound sales calls to assess leads and close contracts.
  3. Marketing: CCaaS could be utilized to aid in marketing efforts and also to gather customer feedback. For instance, businesses could make use of CCaaS for surveys or to send out promotional messages and manage loyalty programs to customers.
  4. Technical support: CCaaS is a great way to offer technical support to customers. For instance, companies can make use of CCaaS to resolve customer issues or to set up and install software, as well as to offer education on the latest products and services.

It can also be used to facilitate a range different business procedures like:

  1. Human resources: CCaaS can be used to monitor employee onboarding, provide training and development opportunities and also to manage employee benefits.
  2. Finance: CCaaS may be employed to process payments for customers as well as reconcile accounts and provide financial assistance to customers.
  3. Operations: CCaaS is a great option to control inventory, monitor orders, and to offer support for customers.

In the end, CCaaS is a versatile tool that can be utilized to facilitate a variety of business operations. It is a great tool for businesses to enhance customer service, boost sales, and cut expenses.

Here are some examples of businesses making use of CCaaS:

  • A retail company uses CCaaS to provide customer support across a variety of channels, including voice, email, chat, and social media. The company’s CCaaS solution also allows it to track customer interactions and identify areas where it can improve its customer service.
  • A software company uses CCaaS to provide technical support to its customers. The company’s CCaaS solution allows it to route customer calls to the most appropriate agent based on the customer’s issue and the agent’s skills and expertise.
  • A financial services company uses CCaaS to process customer payments and to provide financial support to its customers. The company’s CCaaS solution also allows it to comply with all applicable financial regulations.

These are only some of the ways CCaaS is used by companies in the present. In the future, as CCaaS technology continues to develop it is possible to find more innovative and creative ways of using it to enhance customer service and operations.

Top CCaaS Providers and their Solutions that benefit businesses

Here are some top CCaaS providers and their solutions:

Bright Pattern Logo

Bright Pattern

Bright Pattern is a cutting-edge and ingenuous CCaaS provider. Furthermore, its solutions can provide an excellent ROI within the market. Furthermore, they offer strong cloud-based contact center solutions that incorporate AI technology.

Furthermore, they offer flexible and easy solutions that are easy to customize. They also provide solutions to different compliances and business needs.

Key Features of Bright Pattern Solutions:
  • Firstly, the solutions are simple, fast, and easy to upgrade.
  • Moreover, the provider guarantees no downtime.
  • Further, the CCaaS solutions have the highest ROI in the industry.

Ringcentral Logo


RingCentral is among the most creative CCaaS service providers. Additionally, their services focus on helping companies to increase flexibility and speed.

RingCentral Contact Center is a modern solution from the provider. But, the most contemporary counterpart is RingCentral Engage. Engage is a cloud-based call center that makes use of modern technology such as analysis, AI, etc. Furthermore, CCaaS companies offer solutions that aid businesses regardless of size.

Key Features of RingCentral Solutions:
  • Firstly, the providers cater to various requirements with their complete solutions. Moreover, they help businesses with software with compliance, security, and privacy functions.
  • Further, they provide comprehensive solutions with vast features and are easy to use.
  • They also provide solutions with omnichannel routing, multiple integrations, and complete telecom software.

Salesforce Logo


Salesforce is among the most well-known CCaaS companies that provide a variety of CRM options. Additionally, their products include a range of applications that aid businesses in customer service and marketing automation, analytics and many more. In addition, the company offers cloud-based solutions. CCaaS is integrated into the Salesforce Customer Success Platform. Salesforce Customer Success Platform.

Recently, they announced their brand new Service Cloud Voice Solution which is a software that integrates. It also allows agents working in the contact center to use tools to improve efficiency and enhance the customer experience.

Key Features of Salesforce Solutions:
  • Firstly, the solutions combine phone, digital channels, and CRM features for a central interface. 
  • Moreover, the solutions utilize AI features for a more real-time approach. 
  • The solutions also offer managers and leaders to monitor operations and identify any bottlenecks.
  • Most importantly, the solutions integrate data to provide a complete view of a customer’s journey.

Talkdesk Logo


Talkdesk is among the leading providers of different communication tools. They also offer many options to communicate, UCaaS collaborative, collaboration and CPaaS. Additionally, their cloud-based solutions for customer experience offer flexibility and dependability.

Talkdesk CCaaS enables businesses and teams to use a variety of options. This helps companies to improve customer service through its service for managing queues and calls.

Key Features of Talkdesk Solutions:
  • Firstly, the solutions are cloud-native and offer complete communication features.
  • Moreover, they also enable several APIs and integrations with other software solutions. Hence, making them more modern and advanced.
  • They also offer intelligent routing and contextual communication features. Therefore, optimizing flexibility and scalability for the business.

Twilio Logo


Twilio provides more CPaaS options than CCaaS. But, a lot of companies who deal in B2B or developer-related solutions are using Twilio. Twilio’s services are simple to integrate with different software for contact centers to assist companies.

Additionally, Twilio Flex is a solution that offers API capabilities for SMS, voice, as well as WhatsApp processes. Furthermore, their current customers utilize the service to run the contact center they have. In other words, companies such as Twitch, Zendesk, and Lyft use CPaaS services to perform innovative capabilities.

Key Features of Twilio Solutions:
  • Firstly, its solutions help businesses execute personalization features for a better customer experience.
  • It also helps businesses with their digital transformation by providing extensive communication channels.
  • Moreover, it also offers cloud contact centers that are easily customizable for various businesses.

Genesys Logo


Genesys provides solutions to improve customer experience for a variety of businesses. Furthermore, Genesys develops its Customer Experience Platform on its proven communication stack. Additionally, it’s an all-inclusive CCaaS solution that can provide the ability to analyze customer experiences across all channels. It also gives information on the most recent IVR and self-service capabilities.

Key Features of Genesys Solutions:
  • Firstly, it provides an omnichannel customer experience along with analytics and insights.
  • It also offers modern IVR features and customizable self-service functions.
  • Moreover, it is a smart solution that routes queries for first contact resolution.

GoTo Connect Logo

GoTo Connect

GoTo Connect was previously known as Jive. Additionally they are among the top suppliers for CCaaS solutions. Additionally, the CCaaS solutions are available to businesses that include IVR and ACD features that allow you to make and prioritize calls to inbound.

Key Features of GoTo Connect Solutions:
  • Firstly, the solutions offer a single contact center for both inbound and outbound activities.
  • It also provides real-time visibility for businesses to monitor customer interactions.
  • Moreover, the solutions guarantee businesses a 99.996% uptime, low bandwidth usage, and a distributed cloud infrastructure

NICE inContact Logo

NICE inContact

NICE inContact is among the most reputable CCaaS providers who provide solutions to help businesses communicate with their clients. Furthermore, Gartner Magic Quadrant and Forrester review the company as the leader in the field of contact center technology.

Key Features of NICE inContact Solutions:
  • Firstly, it helps businesses build platforms that are completely customizable.
  • It also offers solutions for automation and AI along with customer analytics. Hence, its open cloud foundation makes it a leading solution provider.

Aircall Logo


Aircall is among the top CCaaS providers in the market. In addition, it offers many voice options. Additionally, its solutions provide a variety of integrated features that can aid companies and their teams.

Key Features of Aircall Solutions:
  • Voice call features like call management, IVR, conference calling, and blacklisting spam numbers. 
  • It also enables businesses to build IVR menus and smart routing functions according to their requirements.
  • Moreover, it offers insights and analytics to monitor workflows and develop KPIs for various processes.

Cisco Broadsoft Logo

Cisco Broadsoft

Cisco purchased Broadsoft around the time of the year. Additionally the CCaaS vendors integrate their offerings to create Cisco Customer Journey Platform. Cisco Customer Journey Platform. Broadsoft was a time ago merged with Transera which helped to enhance its business solutions.

Additionally to that, the CCaaS solution also includes interactive IVR ACD, WFO outbound functions, among others for more customer satisfaction and interaction.

Key Features of Cisco Broadsoft Solution:
  • Firstly, they offer solutions keeping in mind the current requirements and objectives of the business.
  • It also provides solutions with AI-powered agent assistance for a unique and intuitive customer experience.



UJET creates Omnichannel CCaaS software that is suitable for a variety of businesses. Furthermore its distinctive and powerful solutions allow businesses to digitally transform their operations. Furthermore, it offers solutions that unite customer experience through marketing, sales and support functions.

Key Features of UJET Solutions:
  • It is the world’s first and only cloud contact center software for smartphones.
  • Moreover, it eliminates the in-person call center technology. Hence replacing it with a flexible cloud environment.
  • Further, its unique design for smartphone users helps businesses offer top-notch services and interactions.

Zendesk Logo


Zendesk is among the most well-known CCaaS companies that offer customer support solutions as well as ticketing systems. In addition, the company provides to 125,000 customers with services in more than 30 languages in 160 countries. In addition, Zendesk’s acquisition of FutureSimple in the year 2018 has led to more flexible and open tools for managing CRM.

Key Features of Zendesk Solutions:
  • Firstly, its solutions offer four exclusive and flexible plans. 
  • Its solutions also easily integrate with various software for a more unique experience.
  • Moreover, it also provides businesses with solutions that offer actionable insights into operations.

Choosing the Best CCaaS Platform

The process of selecting the most suitable CCaaS system for your company is a difficult decision, since there are several different solutions and vendors accessible. But, by following these guidelines, you will be able to narrow your options and choose the best CCaaS platform to meet your needs:

  1. Identify your needs. What are the most important features and functionality for your business? Do you need a CCaaS platform that supports omnichannel support, workforce management, or CRM integration? Once you know your needs, you can start to narrow down your choices.
  2. Consider your budget. CCaaS platforms can vary in price, so it’s important to set a budget before you start shopping. Be sure to factor in the cost of any add-on features or integrations that you need.
  3. Read reviews. Once you’ve narrowed down your choices, read reviews from other businesses that are using the CCaaS platforms that you’re considering. This can help you to get a better understanding of the pros and cons of each platform.
  4. Free trials. Most CCaaS vendors offer free trials, so you can try out their platform before you commit to a long-term contract. This is a great way to see if the platform is right for your business and to get a feel for how it works.

When you’ve taken into consideration all of these elements You’ll be on the way to deciding the right CCaaS solution for your company.

Frequently Asked Questions

What is CCaaS contact center as a service?

Contact Center as a Service (CCaaS) is a cloud-based customer service solution that offers businesses various features to manage customer interactions. CCaaS solutions are usually hosted by a third party provider and, therefore, businesses are not required to purchase their own hardware or software.

What is the difference between UCaaS and CCaaS?

Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) are both cloud-based communications solutions However, they serve distinct objectives.

UCaaS was designed in order to enhance internal communications and collaboration. It typically comes with features like Voice over IP (VoIP) as well as instant messaging, video conferencing as well as file sharing. UCaaS can assist businesses to improve their communications processes, decrease costs, and boost the efficiency of employees.

CCaaS was designed in order to enhance the customer experience. It typically comes with features like the omnichannel service, automatic calling distribution (ACD) and Interactive Voice Response (IVR) and monitoring and recording calls as well as analytics and reports. CCaaS will help companies increase customer satisfaction, decrease customer churn and boost sales.

What is a CCAS system?

The CCAS system you’re talking about is contingent upon the specific context. If you’re discussing the contact center system and you’re referring towards Contact Center as a Service (CCaaS). If you’re talking about a solution that allows you to authorize and handle credit card transactions, then you’re referring to Credit Card Authorization System (CCAS).

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