What is included in CCaaS?

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

Understanding Contact Center as a Service (CCaaS)

In the current business environment , fast-paced customer service is an essential factor in achieving successful business. Companies are striving to provide seamless, efficient, personalized, and effective customer experiences to maintain the edge in competition. To meet the ever-changing demands 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 look at the key elements of CCaaS.

Table of Contents

What comes with CCaaS

What is included in CCaaS?

What is included in CCaaS? Here’s a list of what’s usually 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.
  • 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 options vary across providers, and businesses can select the features and capabilities that satisfy their particular requirements. The aim for CCaaS is to improve customer service, improve efficiency and increase the overall satisfaction of customers.

What is CCaaS?

CCaaS also known as Contact Center as a Service is a cloud-based contact center service that can provide companies with a range of tools to manage interactions with customers. CCaaS solutions are usually hosted by a third-party service and, therefore, businesses are not required to purchase their own hardware or software.

Top Benefits of CCaaS

Contact Center as a Service (CCaaS) has numerous benefits for companies who want to enhance services to customers and simplify call center operations. Here are a few advantages of CCaaS:
What is 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 agility, efficiency, as well as the tools to create exceptional customer experiences and stay competitive in today’s business world.

Examples of how CCaaS can be used

Here are some examples of how CCaaS can be used:
  1. Customer service: CCaaS may be used to offer customer service through various channels, such as chat, email, phone and social media. Businesses can provide customers with a seamless experience, no matter how customers decide to reach them.

  2. Sales: CCaaS may be employed to manage opportunities and sales leads, and also to provide support for sales to customers. For instance, businesses could utilize CCaaS to conduct outbound sales calls, assess leads and close contracts.

  3. Marketing: CCaaS may be used to help support marketing efforts and also to gather customer feedback. For instance, companies can make use of CCaaS for surveys and to send promotional emails as well as to manage loyalty programs for customers.

  4. Technical support: CCaaS could be utilized to offer technical support to customers. For instance, companies can make use of CCaaS to help customers solve their problems as well as to install and configure software, as well as to offer instruction on the latest products and services.
The CCaaS platform can also be utilized to facilitate a range types of business functions for example:
  1. Human resources: CCaaS can be used to oversee employee onboarding, provide opportunities for training and development, as well as to manage employee benefits.

  2. Finance: CCaaS may be utilized to process payments from customers as well as reconcile accounts and provide financial assistance to customers.

  3. Operations: CCaaS could be utilized for managing inventory, to monitor orders, and to offer customer service support.
In the end, CCaaS is a versatile tool that is able to aid in a range of business operations. It will help companies enhance customer service, boost sales, and decrease expenses.
Here are some examples of how companies are 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. While CCaaS technology continues to advance and improve, we will discover more creative and innovative ways to utilize it to enhance the customer experience and improve business operations.

Top CCaaS Providers and their Solutions that benefit businesses

Here are some top CCaaS providers and their solutions:
BrightPattern Logo

Bright Pattern

Bright Pattern is a cutting-edge and ingenuous CCaaS provider. Additionally, their solutions provide high return on investment in the field. Furthermore, they offer strong cloud-based contact center solutions that incorporate AI technology. Additionally, they provide completely flexible and easy solutions that are easy to customize. They also offer solutions for diverse compliances and requirements for business.
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 businesses to leverage flexibility and agility. RingCentral Contact Center is a more recent solution offered by the company. But, the most contemporary counterpart is RingCentral Engage. Engage is a cloud-based contact center that makes use of modern technology such as analysis, AI, etc. Additionally, CCaaS companies offer solutions that assist 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 is among the most popular CCaaS service providers offering a range of CRM-related solutions. Additionally, their products include a range of tools to assist businesses with customer service marketing automation, analytics and many more. In addition, the company offers cloud-based solutions. CCaaS integrates with 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 in contact centers to access tools to improve efficiency as well as provide a better 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


Salesforce is among the most popular CCaaS service providers offering a range of CRM-related solutions. Additionally, their products include a range of tools to assist businesses with customer service marketing automation, analytics and many more. In addition, the company offers cloud-based solutions. CCaaS integrates with 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 in contact centers to access tools to improve efficiency as well as provide a better customer experience.
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. However, more companies who deal in B2B as well as developer services use Twilio. Twilio’s services are simple to integrate with different contact center software programs to aid companies. Furthermore, Twilio Flex is a solution that offers API capabilities for SMS, voice as well as WhatsApp processes. Furthermore, their current customers make use of the software to run the contact center they have. This means that companies such as Twitch, Zendesk, and Lyft make use of CPaaS for their 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 offers solutions for optimizing customer experiences across a range of industries. Furthermore, Genesys develops its Customer Experience Platform on its proven communication stack. It is also an all-inclusive CCaaS solution that provides the ability to analyze customer experiences across all channels. It also offers reports on the latest IVR and self-service functions.
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. In addition they are among the most renowned suppliers for CCaaS solutions. Furthermore, CCaaS solutions are available to businesses that include IVR and ACD features that allow you to make and prioritize calls.
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 leading CCaaS providers who provide solutions to helping businesses connect 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 suppliers in the marketplace. Additionally, Aircall’s solutions offer various voice features. Furthermore, the solutions provide a variety of integrated features that can aid the teams of businesses.
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

Cisco purchased Broadsoft in the year. Additionally the CCaaS vendors integrate their offerings to create Cisco Customer Journey Platform. Cisco Customer Journey Platform. Broadsoft had earlier joined Transera which helped to enhance its solutions to businesses. Additionally the CCaaS solution comes with interactive IVR ACD, WFO, outbound functions, among others for improved customer service 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 an extensive Omnichannel CCaaS software that is suitable for a variety of businesses. Additionally its distinctive and powerful solutions assist in digitally transforming business operations. Additionally, it provides 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 service providers that provide customer support solutions as well as ticketing systems. Additionally, the company caters to 125,000 customers with services that span more than 30 languages in 160 countries. Additionally, Zendesk’s acquisition FutureSimple in 2018 will result in 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 solution for your company is a difficult job, given the numerous vendors and solutions accessible. If you follow these suggestions, you can narrow your options and select the most suitable 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.
After you’ve considered all these aspects You’ll be on the way to deciding the right CCaaS solution for your company.

Frequently Asked Questions

Contact Center as a Service (CCaaS) is a cloud-based call center solution that offers businesses many options for managing customer interactions. CCaaS solutions are usually hosted by a third-party service and, therefore, businesses don’t have to buy their own hardware or software.

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

UCaaS can be used 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 will help companies simplify their communication processes, cut expenses, and increase productivity of employees.

CCaaS can be used to enhance the customer experience. It typically comes with features like an omnichannel customer support system, automated calls distribution (ACD) as well as Interactive Voice Response (IVR) and monitoring and recording of calls and analytics and reports. CCaaS will help companies improve customer satisfaction, lower customer churn and boost sales.

The CCAS system you’re using is dependent upon the specific context. If you’re discussing an application for contact centers and you’re referring to Contact Center as a Service (CCaaS). If you’re talking about a solution that allows you to authorize and process credit card transactions then you’re referring to the Credit Card Authorization System (CCAS).

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