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What’s a Cloud Contact Center?


Cloud Contact Center, aka Contact Center as a Service (CCaaS), is a cloud-based Contact Center software solution, hosted by a cloud contact center provider, typically offered as a pay-as-you-go model.

CCaaS makes interactions through voice, email, social media and the web accessible from virtually anywhere.

CCaaS integrates with the same phone system used in other departments, and is considered part of the Unified Communications as a Service (UCaaS) family. 

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Cloud Contact Center (CCaaS) explained
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Cloud Contact Center Benefits

  • Integration: Integrates with other communications services, crm's and apps to create a unified experience for your entire organization. 
  • Reduces CapEx: Offers a pay-as-you-go model, with no up-front costs.
  • Happier Customers: Response times will be faster, with less delays. 
  • Social Media: Enhances self service and social media engagement.
  • Improved Analytics: Integrates with other cloud-based services and applications to improve analyics. 
  • Scalable, Versatile & Mobile:  Flexible software, based on customer traffic, business requirements and employee locations
  • Always Up To Date: Stays current with inherent software updates/upgrades, along with built-in redundancies, security and DR/BC plan.
  • Less Complex: The system can overlay existing infrastructure.
  • Maintains Compliance: Stays current with industry and regulatory requirements.