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What is CCaaS?

Posted: 15 December 2022

CCaaS is a commonly used acronym in the Business-to-Business (B2B) industry. It stands for ‘Contact Center as a Service’ and it refers to software as a service (SaaS) – based applications that enable organisations to manage multichannel customer communications through cloud contact center technology.

From reducing costs to enabling greater scalability and flexibility in work, CCaaS can be an ideal model for many businesses looking to optimise performance, customer experience and efficiency in their contact centers.

What are the benefits of a Contact Center as a Service model?

Cost Savings

A CCaaS model can be very appealing from a cost perspective. Without the need for high, upfront infrastructure, the added complexity of finding suitable physical space to store it, or an in-house IT team to support and manage the application, the cost savings offered by adopting a CCaaS model can be significant.

Furthermore, with a CCaaS model, organisations will be able to leverage system upgrades and maintenance seamlessly.

Ease of Scalability

Many contact centers experience peaks and troughs in demand throughout the year. Scalability is a crucial requirement to ensure the technology can support growth and to help manage costs. CCaaS solutions enable businesses to scale up or down, depending on their requirements and easily add agents into the system when they need. Furthermore, you only pay for the licences you use.

This makes it easy to scale up as your business grows or scale down during quieter periods when operating on a Contact Center as a Service model.

Greater flexibility and productivity

CCaaS applications do not require team members to work from a single geographical location. Instead, agents can work from anywhere that has an internet connection and a voice path.

For contact center managers that want to visibility on their team’s performance, CCaaS software allows them to view performance data such as customer interaction and agent activity data in real-time, through reporting and wallboards. This ensures that managers have the transparency to see how productive and effective their team are being while working remotely.

Improved Customer Experience

As a cloud solution, CCaaS technologies can more easily integrate with other cloud applications. By integrating with CRM software, CCaaS solutions allow you to improve the customer experience by leveraging data in the CRM, to tailor their interactions. Data fields such as last interaction date, call notes and interaction history can be used by an agent to obtain context before making a call.

Ready to find out how ipSCAPE’s Contact Center as a Service solution can transform your business? Get in touch to find out how ipSCAPE’s award-winning software can help your contact center operate more efficiently and effectively.

ipSCAPE is a cloud communication technology solution that is feature-rich, scalable, and has advanced integration capabilities. We help businesses connect with their customers through multi-channel communications including Voice, Web Chat, Email, SMS, IVR, and other emerging channels.