When did CCaaS start?

The Evolution of CCaaS: A Journey Through Time

When did CCaaS start

A Quick Look at the History of CCaaS

Conceptualizing the concept of Contact Center as a Service (CCaaS) has evolved considerably from its initial inception. In the present, CCaaS is a pivotal technology for support and customer service. Let’s travel back in time to look into the history and the evolution of CCaaS. When did CCaaS start? What is Contact Center as a Service (CCaaS)?

When did CCaaS start?

A Quick Look at the History of CCaaS

When did CCaaS start? In the early 2000s important players recognized the advantages of call center software that was hosted on the cloud. They considered the possibility of being able to connect agents to this technology through the internet, resulting in the creation in the form of cloud-based customer service.

  • First Wave: Cloud-based software used for call centers created a new paradigm within the call center industry. It brought benefits like cost reduction as well as lower IT service, or more business flexibility.
  • Second Wave: Cloud-based call centers developed into call centers. Technology advancements allowed companies to provide additional communications channels. That’s how the history of CCaaS officially began.

In the present, 60 percent of customer service teams employ over two or more channels to provide customer service. Telephone calls (83 percent) remain the desired communications channel.But businesses are now offering: 

  • Email support (77%)
  • Live chat (42%)
  • Social media (31%)
  • Self-service options (25%)
  • Support forums (16%)

The contact center industry provides three choices:

  • On-premises contact centers run on-site. Businesses purchase licenses for software as well as hardware.
  • Hosted contact centers rely on the services of a managed service company (MSP) which manages and hosts the contact center within its location.
  • CCaaS involves buying the software hosted by a third party at remotely located centers. It is the perfect customer service solution for most businesses.

Advanced features of CCaaS

  • Automatic Call Distribution: This is a method of intelligent call routing and forwards calls agents. The ACD segment dominated the CCaaS market by 2021, representing more than 22% of global revenue.
  • Call Recording: CCaaS software allows recording of calls. It also records live chats, as well as texts.
  • Computer Telephony Integration: It allows phones to communicate through the internet to connect with computers. It comes with advanced features like automated dialing, smart route routing, analytics of data and reports.
  • Customer Collaboration: Customer Relationship Management (CRM) software facilitates seamless interactions between customers.
  • Dialer: CCaaS program usually includes an auto dialing function, that eliminates manual dialing and routes calls automatically to agents who are available.
  • Interactive Voice Response: The cloud-based call center technologies offer customers self-service options. IVR allows them to access information and make transactions through the automated platform. Customers do not need to speak to live agents.
  • Reporting and Analytics: AI paves the way for data analytics. CCaaS offers this feature to provide precise forecasting and effective reporting.
  • Workforce Optimization: Each of the advanced tools help contact center employees optimize operations that are geared towards customers. This makes the whole workforce more productive and efficient.
  • Others: Think Omnichannel solutions. Apart from telephone calls CCaaS includes live chat and email support, as well as social media, and much more.

What is Contact Center as a Service (CCaaS)?


Contact Center as a service is a cloud-based call center. CCaaS applications were created to operate on cloud platforms, and function as a complete solution for customer interactions. They can direct calls, monitor customer information and permit customers to communicate using a variety media, including:

  • Live chat rooms
  • Email
  • Social media
  • Phone calls

Its automated design CCaaS simplifies the operation because it doesn’t require costly on-site software. The companies only have to buy the software they require to save lots of cash due to:

  • Reduced IT staffing
  • Streamlined billing
  • Reduced employee downtime
  • Lower operational costs
  • No upfront investments

CCaaS can be the best and most effective method to allow contact centers to expand and scale up as their requirements evolve. Contact Centers as Services easily allow companies to increase or decrease the number of agents for customer service based on the needs of customers. Customers lose interest and patience in long wait times and a maze of routes to resolution. CCaaS software monitors the wait time of customers as well as the volume of calls that are high and allows your company to adapt and offer the best customer service experience.

CCaaS is also great for employees since the program integrates all the important information on all the important information on one screen. This means that employees are able to quickly access all the tools they require to be able to work efficiently and reduce frustration for both the employee and the employer.

Data is crucial for growth of businesses, and CCaaS allows you to quickly collect information about customers. Data collection such as abandoning calls, unreliable agent language, and queues of callers helps companies improve their interactions with customers and representatives.

The benefits of CCaaS software

  1. Omnichannel customer experiences.

Customers today expect their issues to be addressed quickly via the preferred channel, whether that’s live chat, SMS, WhatsApp, or a phone call. They want to be able to seamlessly switch between channels, and not have to repeat their details and stories to the agent next waiting to be contacted.

CX Cloud enables this type of omnichannel experience, by integrating every channel in one customer service agent workspace. If a customer calls an agent they are in a position to view the complete history of the customer including the summaries of conversations in the past as well as a transcription of the conversation prior to that point.

Furthermore, our AI-powered assistant can help agents quickly understand the details of the customer’s question and allows them to quickly engage with the customer without asking unnecessary questions.

  1. Automated self-service options.

Automated self-service is yet another motivating aspect for companies to choose an CCaaS platform.

Self-service solutions can improve customer satisfaction because the inquiries are responded to immediately. Customers will receive answers to their questions in minutes, and not have to call the contact center or spend hours waiting for a reply.

This also reduces the volume of calls and the amount of requests for customer service your agents receive. This reduces the wait time for customers across the entire contact center and allows your staff to assist customers who have more complicated issues. This is especially useful during times of high phone volumes when your agents already are stretched to the limit.

  1. Cost savings.

CCaaS platforms provide financial flexibility through plans that are either annual or pay-as-you-go which allow you to change the amount of money you spend as your requirements change. Additionally, it eliminates the need to allocate IT resources to manage hardware and software.

All of this is entirely the sole responsibility of the cloud service provider.

A CCaaS solution also allows for the faster ROI on investment since deployments are typically just weeks.

  1. Flexibility and scalability.

Paying only for what you require means that businesses can quickly scale their CCaaS software either up or down.

Start from a single seat up to 100-1000 seats in minutes and then scale down at similar speed. Add agents as well as features and capabilities depending on your business’s changing demands and seasonal requirements.

  1. Improved agent support and experiences.

CX Cloud unifies all the tools and software that agents use to manage interactions with customers in a single workspace. It was designed specifically to be user-friendly to reduce the learning curve of supervisors, agents, as well as administrators.

They won’t waste time going between different applications while the suite of integrated functions enable them to locate answers faster. We offer support for all communication channels, from messages to calls to bots – allowing you to deliver a seamless experience for customers, no matter what channel. Our automated reporting capabilities and templates library provide an impressive customer experience analysis and other metrics for the performance of your contact center.

  1. Seamless integrations.

The contact center is the heart of many processes and requires integration with various enterprise systems – CRM tickets, ticketing and order management payroll, HR marketing, and more among others. CCaaS platforms that allow integrated services with these systems can significantly accelerate the times to market and increase the efficiency and security that your applications.

Top 8 CCaaS Providers

Brand Name Key Features Pricing
CallHippo Call forwarding

Call recording


Text messaging

Basic: $0

Bronze: $16 /month

Silver: $24 /month

Platinum: $40 /month

Talkdesk Omnichannel support

Advanced IVR

Real-time analytics

CX Cloud Essentials: $75 /month

CX Cloud Elevate: $95 /month

CX Cloud Elite: $125 /month

Five9 Appointment Management

AI-based, automated call routing

Call Conferencing

Automatic Call Distribution

Intelligent virtual agent

Workforce optimization

Core: $149 monthly

Premium: $169 monthly

Optimum: $199 monthly

Ultimate: $229 monthly

Genesys Inbound call routing

Call analytics

Call scripts

Genesys Cloud CX 1: $75

Genesys Cloud CX 2: $110

Genesys Cloud CX 3: $140

RingCentral Business phone or toll-free numbers

Unlimited calling within the US and Canada

Business SMS


Core: $20

Advanced: $25

Ultra: $35

Twilio Call transfer

Ticket management

Call recording

Number portability

Starts at $1 per active user


Frequently Asked Questions

What is the difference between UCaaS and CCaaS?

UCaaS is a shorthand for unified communication as a service. It is a cloud-based service which integrates voice, video messaging, collaboration, and voice tools on one platform. It can be used for many different purposes including internal communications as well as customer service and remote work.

CCaaS refers to a contact center as a service. It’s a cloud-based system that gives businesses the tools required for managing customer interaction through various channels, like telephone, email live chat, email as well as social media. CCaaS solutions usually come with features like IVR, call routing, ACD, CRM, and integration.

The major distinction in UCaaS in comparison to CCaaS is the fact that UCaaS has a focus on collaboration and internal communication and collaboration, whereas CCaaS is specifically focused upon customer support. UCaaS solutions are generally employed by companies to enhance collaboration and communication among employees. CCaaS solutions are generally employed by companies to offer more efficient customer service and enhance the overall experience for customers.

What is Ccass software?

The CCaaS software, also known as call center as a software, is a cloud-based service that offers businesses with the tools required to handle customer interactions through different channels, including email, phone, live chat and social media.

How big is the CCaaS market?

The world CCaaS market is projected to be worth USD 23.94 billion by 2032, as per Emergen Research. This is an annual compound rise (CAGR) that is 18.0 percent between 2022 and 2032.

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