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CCaaS

Learn what the acronym "CCaaS" means and why it is important for today's contact center operations.

1 min read

CCaaS

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).

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